WORD

Youth MTB Adventures!

FAQ

How is WORD funded

WORD is a registered non profit organisation with the New Zealand Charities Commission (NZ Charity Number CC50833). We operate on participant fees, grants, company sponsorship, and super nice peoples’ individual donations. If you are keen to make a donation contact Ash on ash@word.org.nz

Groups

We always split into groups based on 3 things: skill ability, fitness ability, preference. Kids will get to choose (with guidance from WORD instructors) which group they ride with for the session. These groups will be sorted out on the first day of the programme. All groups will have a 1:8 instructor/child ratio.

We think the social side of riding is just as important as the actual riding skills. Because of this, we have split the ages accordingly. If your child is turning 13 in Term 4, please choose the 10-12 year old programme. The 13-17 year old programme is for kids already in college. Your almost 13 year old will be stoked to start college AND get to join the older kids at Mt Victoria.

WORD MTB Levels

We will use the following levels for our small groups during WORD. Since we want kids to ride with others around their ability, we might change their group during the term, depending on their progression.
Level 1: Newbie- able to ride a bike, but little/no experience riding off road.
Level 2: Beginner- a bit of experience on easy single track. Starting to get the hang of gentle corners.
Level 3: Intermediate- confident on gentle corners, but still needing work with switchbacks and steeper terrain.
Level 4: Strong Intermediate- totally have corners and rough stuff covered, but keen to try small drops and jumps
Level 5: Advanced- comfortable on steep and technical terrain. High level of fitness (riding 3+ times a week)

Weather

WORD runs rain or shine (hopefully we’ll have more shine then rain!). But in the off chance that the weather is awful, we will cancel the session. Safety is a huge concern for us, and we don’t want anyone to be put in harms way for the sake of a ride. We will post on the WORD Facebook page at noon on the day for Term Programmes and 7am on the day for Camps if we are cancelling.

Cancellations/Refund Policy

Once you have booked onto a WORD course/camp/event the following applies:

More than 7 days before the start date: 80% refund
2-7 days before start date: 50% refund
48 hours before start date: no refund
Injury and miss 3 or more sessions: no refund, but guaranteed spot on next programme (contact Tom on info@word.org.nz)

Safety

From time to time, your child might fall off their bike, but we make every effort to see that they are not put in a situation that is overtly dangerous. Kids are encouraged to ride at their own pace, and progressions are made slowly. We start small, and build up. We look at obstacles (ie. a corner, a drop, a jump, etc), discuss line choice, and give options. Kids are encouraged to give things a go, but never forced. Walking is always an option. All WORD instructors will carry a first aid kit (and know how to use it), if a situation arises. We ask that your child comes with the items in the ‘what to bring section (emailed out before term/camp)’ to ensure their comfort, safety, and fun levels are high.

T-Shirts!

Each WORD kid will get a FREE t-shirt (1 per year). For 2020 we will be rockin the grey shirt with pink logo.  Kids will receive their t-shirt on the first day of WORD for the term or holiday camp.

Photos

Each day we’ll be taking photos at WORD. We love sharing these via the WORD Facebook page. If for some reason you don’t want photos of your child publicized, please let us know on the first day of the term/camp.

Making Complaints

WORD is committed to fairly handling complaints about its services- holiday camps, after school programmes and events. Any complaint will be investigated thoroughly and dealt with according to the merit of the complaint. The circumstances and results of any complaint are analysed by the WORD Board for their implications and acted on appropriately so as to remove any grounds for future complaint by improving functions.

Making Complaints

Clients may make complaints to us by way of email to info@word.org.nz Clients are advised that complaints must be made in writing so that there is no ambiguity as to what has been said should a verbal complaint be made.
Recording and Resolution of Complaint

  • All complaints are recorded.
  • WORD Board investigates the complaint.
  • Clients are notified of the outcome of the complaint within a reasonable time frame.
  • All complaints, resolution and improvement action are filed and recorded.

Dissatisfied Outcome

  • Should the client not be satisfied they may seek arbitration by a third party acceptable to all parties to the grievance.
  • If the complaint is not satisfactorily resolved within 60 days from the occurrence of the complaint, the client may request WORD to seek the services of a third party.
  • Arbitration will be undertaken when both WORD and the client agree on a third party.
  • If the complaint/grievance is still unresolved, the client will be advised of external organizations of appeal.

Publishing Complaints Policy and Procedure

WORD publishes its complaints policy and procedure to clients on this, the WORD website.