Guest Policies

Reservations are required

Reservations can be made online or by calling Wilderness Tours at 1.888.723.8669 with VISA/Mastercard/Amex/Visa-Debit. E-transfers are also accepted with minimum booking/payment 7 days in advance of arrival. A 50% deposit is required to confirm your trip reservation with the balance due 30 days in advance of arrival (Wilderness Tours will automatically charge your credit card). Reservations within 30 days of your trip require full payment with the reservation. Full refunds are issued only if trip cancellation notice is received more than 30 days prior to the trip date. No refunds or alternate dates will be issued within 30 days of trip date without cancellation insurance. We accept “walk on” business if space is available.


All children and teens 5-17 years of age must be accompanied by 1 person 18 years or older on all trips.


Keener Program:This policy does not apply to our Keener program, all Keeners must apply in advance, Keener balance payments are due and non-refundable 120 days prior to the trip date. 85% is refundable until 120 days prior to the trip date.


Payments can be made online or by calling 1.888.723.8669

Programs and Rates

Programs, rates and offerings are subject to change without notice.

Rafting times are subject to change, day trips will be emailed updated confirmations. Multi day trips will be confirmed at the time of check in.


*Price is subject to 13% HST & $15/day/person

Group Rates and Discounts and Coupons

You raft free when bringing a group of 12 rafting e.g. a group of 12 has 11 regular priced trips and 1 free, a group of 24 would have 22 paid spots and 2 free, and so on for larger groups. All coupons must be identified at the time of booking to be eligible for the discount. Coupons or discounts can not be combined. The coupon will also need to be mailed to Wilderness Tours or provided at Reception for the discount to be applied to the account. 

Gift Certificate Purchases

All gift certificates are a final sale. The paid cash value of the gift certificate never expires.   Any discount gift certificates purchased have expiration date, but paid value never expires. Discounted gift certificates cannot be combined with any other discounts. Online reservations paid with a discounted gift certificate where another discount has been entered, the discount will be removed.

Participation Agreement

A participation agreement must be signed for all members of  your party who are not only rafting but staying on site.  This is also our online check in procedure and needs to be complete online before arrival using this link.

You can send out emails with a link to all group members to fill out via your “My Account” portal.  You can also see who has already filled out their agreement in the “My Account” portal.

Cancellation Protection and Cancellation Insurance

Full trip refunds are issued only if cancellation notice is received more than 30 days prior to trip date. No trip refunds are issued within 7 days of trip without cancellation insurance, which must be purchased at time of reservation and is redeemable only in the event of illness, accident or bereavement and requires medical documentation.  All cancellation insurance purchased is a final sale.

Note that cancellation insurance is not available on discounted gift certificates or trips that indicate non-refundable as part of the sale information.

It covers you for an unexpected illness, accident or family bereavement with a 3rd party certificate such as a doctor’s note.

For our larger accommodations including Lake House, Log Cabin, Beach House, London House, and Manor, $100 of the deposit amount is immediately non-refundable in the event the reservation is cancelled at any time.

30 Days+ Before Your Arrival 7-29 Days Before Your Reservation Date Less Than 7 Days Before Arrival

With Cancellation Insurance

Guest Receive a full refund less any non-refundable deposits on large units
Guests Receive a refund less the value of the Cancelation Insurance and any non-refundable deposits on large units
Guests do not receive a refund or credit

Without Cancellation Insurance

Guest Receive a full refund for all activities but any non-refundable deposits on large units

Guest receive a rain check less:

  • $25 / person / day
  • non-refundable deposit on large accommodation units
Guests do not receive a refund or credit

OKS Keeners cancellation is 85% of the deposit if cancelled more than 120 days prior and full payment is due at 120 days prior to arrival. After 120 days the full amount is non-refundable other than for those who have purchased the cancellation insurance. It covers you for an unexpected illness, accident or family bereavement with a 3rd party certificate such as a doctor’s note.

Received a discounted trip such as Black Friday, Cyber Week, or Boxing Week Sale, please refere to our cancelation policy here.


UAV’s or photography drones are not permitted on any of Wilderness Tours’ properties without prior written permission and an operators license. 

Safety and Liability

While no experience is necessary, we insist you be in good health and possess average swimming ability. Minimum age is 13 years and minimum weight is 41 kg (90 lbs) for High Adventure rafting. Minimum age is 5 years and minimum weight is 23 kg (50 lbs) for Gentle Family rafting. Although we spare no effort to ensure a safe experience, we can assume no responsibility for your safety or loss of personal equipment. In the activities we provide, an element of risk is inherent and beyond human control. A signed liability release is required of all participants and a parent/guardian release for minors (under 18). A copy of our release may be obtained in advance. See above PARTICIPATION AGREEMENT.

For those with a medical condition who are not sure if this activity is suitable for them please consult with your physician.

Gratuities and Tipping

Like any service industry employee, our staff appreciates a tip for outstanding performance. As a general rule, most guests tip about 15%.
Envelopes are provided in the main building with a drop box for tipping guides.


Are welcome provided they pay the “Park Pass” and sign our participation agreement. For your protection, no one is allowed on to the Wilderness Tours grounds without being a registered guest, completing a participation agreement and wearing a wrist band.

Late Arrivals

Reception is open until 9pm daily and later on Thursday & Friday evenings. Late arrivals renting accommodation will be escorted to their unit by security. Late arriving campers will camp near the entrance in our late arrival area and move to their assigned site in the morning.



Packages include all appropriate meals from a set menu with a large salad bar. There is a vegetarian alternative at every meal even on the river and special meals to accommodate allergies are available if pre-booked as part of the reservation. Our dining facility is licensed serving a good selection of beer, wine and spirits. Kids meals are available on family packages. Location of meals is at the discretion of Wilderness Tours.

Vegetarian meal options are available at all meals.

Vegan, Halal and Gluten Free are available on request for an additional $2/meal/person.


Drinking is not permitted before or during your trip. Anyone who is drinking or appears to be even slightly intoxicated before the trip will be denied participation. Refunds or alternate dates will not be given. Our restaurant is licensed; alternatively guests are permitted to bring along alcoholic beverages for personal enjoyment at their campsites or cabins. Public intoxication is not permitted and those who appear intoxicated must remain in their cabin or tent. For your safety, glass bottles are not permitted.

Photos & Video Service

Souvenir photos & videos are available for most trips. We do sell photos and videos, sundries, snacks, paddling gear, First Aid supplies, batteries, caps, T shirts, sweatshirts, windbreakers, sandals, shorts, eyeglass holders, souvenirs, sunscreen, ice & waterproof cameras.


Sorry, we aren’t pet friendly as our guest are away for hours at a time.  Our 4 legged friends shouldn’t be left in a campsite for that long alone.  Registered Service Animals are welcome.

Quiet Camping

A quieter camping experience in a secluded semi wooded location is available on request for those seeking a more restful end to their day. Please indicate when reserving.


Valuables are your responsibility and should locked out of sight in your vehicle or in our coin lockers. Always lock your vehicle and your trip leader will ensure your keys are safeguarded while you are on the river..


Wilderness Tours is committed to excellence in serving all customers including people with disabilities. Our main business is whitewater rafting which includes activities involving risks and dangers. Our restaurant and retail facilities are open to the public.


We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Tethered Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
We will notify customers of this through a notice posted on our premises and by use of the email [email protected].

Modifications to this or other policies

Any policy of Wilderness Tours’ that does not respect and promote the dignity and independence of people with disabilities will be modified or removed


Individuals in the following positions will be trained by Wilderness Tours:
Managers of all departments and all employees who directly service our customers on the river, the restaurant and the retail shop.
This training will be provided to staff each year before the season starts or within 2 weeks of hiring new staff.
Training will include:
  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Areas of the accessibility standards that are relevant to their work responsibilities.
  • Wilderness Tours’ plan related to the customer service standard. 
  • How to interact and communicate with people with various types of disabilities 
  • How to interact with people with disabilities who  require the assistance of a service animal or a support person 
  • Where the ‘handicapped parking spaces’ are located
  • Where the washroom is located that can accommodate wheelchairs and/or a support person.
  • What to do if a person with a disability is having difficulty in accessing Wilderness Tours’ goods and services
Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way Wilderness Tours provides goods and services to people with disabilities can speak to a supervisor at the reception desk or send an email to [email protected].  All feedback, including complaints, will be directed to our  Operations Managers.

Customers can expect to hear back in within 10 days.