Policies and Procedures

How Colorado Astrophotography Works:

Guests will request a booking with us and will be given a meet up location and time that is public and local to the guest. (We usually choose a nearby grocery store)  We confirm the request and send out the following guidelines in our booking email along with the attached Acknowledgment of Risk.  Once the we receive that back, and get all the specifics of the request, we will confirm the booking. All guests must fill out this liability waiver prior to starting to the experience. The waiver can be downloaded here. Please bring a completed copy with you on the evening of the experience or email back your completed waiver prior to the experience.

The following is an example of what we send to guests upon confirmation of the booking.

*We will reach out the day of your experience to ensure everything is safe with the weather and with the mountain terrain. We will make guests aware of any changes we may consider due to weather or traffic. We follow and adhere to weather conditions posted by the National Weather Service. More information can be found about our weather policies here.

*It will be cold. We have hand warmers and electric blankets for use, but dressing in layers is always best with specific attention to socks and shoes/boots.  More information on how to care for yourself in the cold can be found here:  https://www.weather.gov/safety/winter

*We will stick close to the car but the parking lots and pull offs we will be in can be icy, muddy, and snowy. We have Yak tracks available for use which go over your shoes to support traction.

*Our highest possible elevation will be 12,000 ft. I do have oxygen in the car if altitude is an issue. It hasn’t ever been an issue on an experience but I always like to make people aware that we can relocate to a lower elevation if needed.

*Proof of liability and commercial vehicle insurance is available upon request. We insure all our equipment and rentals so please don’t worry- we understand mistakes with equipment happen in various weather conditions and have planned accordingly.

*Much attention has been given to make this a safe, seamless and fun experience; however we will be in mountain conditions with unpredictable weather and terrain so please do not put yourself in any circumstance where your safety is compromised such as: going off terrain for a specific shot, not attending to your own needs such as cold, hydration, altitude, pregnancy, asthma, heart conditions, or any other physical health condition that might be an interference, drug/alcohol abuse, or any type of risky behavior in general. We reserve the right to terminate the experience at any moment due to safety concerns of any nature.

Safety, Emergency, Hazard, and Weather Policy and Procedures

Colorado Astrophotography’s main priority in the guest experience is safety.  We consider safety factors such as:

  • The weather and air conditions
  • The mountain terrain with avalanches and mudslides
  • The safety of our guests, equipment, vehicles and your own vehicle if you are following along
  • Physical safety such as shoe traction, hypothermia, and altitude
  • Maintaining appropriate business and commercial vehicle insurance
  • Road safety- often times there can be road closures due to rescue operations or avalanche blasting.  We always scope out locations prior to taking guests to ensure safety.
  • Guest compliance- we expect guests to understand and follow the instruction of the leader at any moment during the experience. There are possibilities of unforeseen occurrences that can happen in the mountains and it is imperative to understand and comply with the group leader’s request.
  • Accessibility- We are happy to support guests who may need special accommodations for this experience.  We ask that guests let us know prior to booking what modifications can be made to ensure the specific nature of their safety such as visual or auditory supports, mobility or parking supports, medical supports or any other type of accommodation that may be needed.
  • Local, State and Federal Covid 19 mandates and requirements per law.

Please see the Emergency Response Plan here.

For further information, download the full Hazard Mitigation and Weather policy here.

Colorado Astrophotography Complaints Procedure

Colorado Astrophotography aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

  • In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organization.
  • If you are not happy with Colorado Astrophotography please tell us at info@coloradoastrophotography.com
  • If you are unhappy about any Colorado Astrophotography’s service, please speak to the relevant staff member, manager or Director, Maggie Martin or call her directly at 972-998-8060.
  • Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five business days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Director/Chief Executive- Maggie Martin at maggie@coloradoastrophotography.com.

  • All written complaints will be logged. You will receive a written acknowledgement (either by email or letter) within three business days.
  • Our goal is to investigate your complaint properly and reply within ten business days with a resolution plan. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the following: info@coloradoastrophotography.com and the matter will be taken to the next administrative meeting, which will decide on any further steps to resolve the situation.

Finally, please also let us know if you are happy with Colorado Astrophotography’s services.

Equal Opportunity Employer

Colorado Astrophotography is an equal opportunity employer. Read the full policy here.

 

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