FREQUENTLY ASKED QUESTIONS

Please arrive at our headquarters in Empire at 3 Park Ave, Empire, CO 80438 at  the time specified on your Peek Pro email booking confirmation, which is typically 8:00am. Guests will arrive at 9:00am when daylight savings time begins in March. You can expect the day to wrap up between 3:30pm and 4:30pm at the trailhead before heading back to headquarters. It is about a 10-15 minute drive from the trailhead back to headquarters.

Plan to park in the parking lot in front of our headquarters building in Empire. If the lot is full, there is additional street parking on North Main Street adjacent to the Jones Pass Guides headquarters building. Please do not park on the southwest side of Park Avenue to avoid being ticketed.

Due to the rural location of Empire, we do not recommend relying on rideshare services. We recommend driving your personal vehicle or renting a vehicle if you’re visiting from out of town.  Alternatively, you can arrange transportation with Home James, a transportation service provider based in Winter Park, CO.

https://www.ridehj.com/

The day starts with signing your waiver if you haven’t already done so through Peek Pro, selecting a complimentary demo ski/snowboard (cat trips only), a safety orientation, and distribution of safety gear. We will then load your skis and snowboards for transport to the Jones Pass trailhead, a 10-15 minute drive. 

The group will head into our zone for an epic day of skiing/riding. 

The day will wrap up at the Jones Pass trailhead between 3:30pm and 4:30pm. The group will head back to our headquarters in Empire to enjoy an apres of local beer provided by Hideaway Park Brewery and non-alcoholic beverages.

Yes, lunch is included in the purchase price. Lunch consists of a sandwich, chips or fruit, and a dessert. If someone in your group has dietary restrictions, please make sure to let us know a minimum of 72 hours in advance of your trip by emailing bookings@jonespassguides.com.  Lunch is packed in transportable boxes and is eaten on the snowcat between runs. We do not stop for lunch.

The amount you tip the guides and driver is totally up to you, but it is customary to tip 15-20% of the trip cost. Guide gratuities are not included in the purchase price of your tour. Tips can be provided to your lead guide at the end of the day via cash, Venmo, or credit card and will be split between the staff on your trip that day.

Cancellation Policy:

At the time of making your booking, we require a 50% deposit. The remaining balance is due 14 days before your trip. If you book within two weeks of your reservation, full payment is due at the time of booking.  If you cancel your booking more than 14 days ahead of your trip, you forfeit your 50% deposit. If you cancel your trip within 14 days of the reservation, you forfeit 100% of the trip cost.

We are reserving seats on our snowcats for you and your group, thus, we are turning away potential guests. We strongly recommend purchasing Peek Protect booking protection which covers 80% of the cost of activities booked before taxes and fees if cancelled at least 24 hours prior to the start of your reservation. Bookings cancelled within 24 hours are not covered by Peek Protect. Full payment is required at the time of booking to purchase Peek Protect. Peek Protect can’t be purchased after the booking has been made. 

Jones Pass Guides is not responsible for other travel costs. If you have to cancel your booking and have not purchased Peek Protect, but can find someone else who will take your place, we will allow for this as long as your replacement comes on the day of your reservation. If we have to refund and then take a new payment, we will do this for a 10% administrative fee.  We are passionate about sharing our love of the backcountry safely with our guests. If for some reason we have to cancel due to lack of snow, mechanical failure, road closures or high avalanche hazard prior to your trip date, then we will credit your money to another trip in season based on availability or the following season without charging an administrative fee. If you’d like a refund immediately, then we will do so minus a 10% administrative fee. Jones Pass Guides does not provide refunds for a client’s inability to arrive on time or for health-related issues or cancellations due to family emergencies or injuries. Jones Pass Guides cannot be held responsible for a client’s personal inconvenience or travel expenses. Please ensure you review the email confirmation generated through our booking platform, Peek Pro. Double-check the date and number of guests for that day, policies, and other information provided.

Minimum seat policy:

Please note that there is a minimum of 4 guests required for single seat snowcat bookings in order to operate.  If we do not reach the required minimum, you could be rescheduled. Alternatively, we can offer a store credit for a future date. 

Refund Policy:

If you cancel a scheduled reservation/trip for any reason with a paid deposit and without Peek Protect Coverage:

• Once you make a 50% deposit on your trip, your deposit is non-refundable (more than 14 days).
• Once you have paid for the trip in full, your entire trip cost is non-refundable (14 days or less).
• If Jones Pass Guides has to cancel your trip due to lack of snow, mechanical failure, road closures, high avalanche hazard, ect., we will issue a full credit valid through the following season or provide a refund minus a 10% administrative fee.

Gift Certificates:

All Gift Certificates are 100% transferable between customers and do not expire. Gift Certificates can be used for trip costs and cannot be refunded for cash at any time. 

Memberships:

Our Hot Seat membership is non-refundable and non-transferable.

Peek Protect Coverage by Spot:

Our booking platform, Peek Pro, provides the option to protect your experience through Peek Protect Coverage (https://www.peekpro.com/peek-protect/terms). This coverage is ONLY available if you pay your booking in full on our website and cannot be added after your booking has already been confirmed. 

If you cancel your booking on your own initiative at least 24 hours before the start of your first booking, Spot will refund 100% of the protected amount listed in your confirmation email.  

Peek Protect starts at 12:01 AM UTC on the day after you purchase your first booking and lasts until 24 hours before your first booking starts. Peek Protect is not insurance but is rather a product provided by Spot, which is not an insurance company.

What is Excluded with Peek Protect?

Peek Protect will not cover cancellations of any booking initiated by Jones Pass Guides. Additionally, Peek Protect will not cover cancellations less than 24 hours before the start of your first booking.

What’s the Cost for Peek Protect Coverage?

‍Peek Protect costs 8% of the booking cost. Peek Protect is non-refundable, even in the event that you do not use Peek Protect.

How to Use Peek Protect Coverage

‍If you decide to cancel your booking at your own initiative at least 24 hours before the start of your first booking and you have purchased Peek Protect, Spot will refund 100% of the protected amount listed in your confirmation email. Visit Spot (https://myaccount.getspot.com/login) to cancel your reservation a minimum of 24 hours in advance.

There is no proof or documentation required to use Peek Protect. Refund requests should be processed within 24-72 hours of the request. Refunds should be processed within 72-96 hours of you receiving confirmation of the cancellation of your Booking. 

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Questions About Peek Protect Coverage

Servicing and refunds under Peek Protect are exclusively provided by Spot. To ensure prompt service, all questions should be directed to Spot, not to Jones Pass Guides. In the event of difficulties understanding or using Peek Protect, please visit Spot’s Contact Us for convenient ways to reach them directly (https://getspot.zendesk.com/hc/en-us/articles/12463781503380-Contact-Customer-Care)