Find the answers to your questions below
Please read through the list of frequently asked questions below before contacting us regarding your entry.
We work hard to answer every question we receive, but this will help us to provide the best service possible.
Where can I find the terms and conditions?
You can view our T&Cs by following the link on your confirmation email or visiting our Terms & Conditions Page
What is Etchrock and how do I log in to my account?
Etchrock is our ticket booking platform. When you book a ticket to an Always Aim High Event you are required to set up an Etchrock account.
To log in go to www.etchrock.com and enter your email address and password. If you have forgotten your password, use the forgotten password link.
Information about logging in to your Etchrock account is also contained in your entry confirmation email.
I am no longer able to take part. What are my options?
Option 1: Transfer to another competitor
You may transfer or sell your place to another person wishing to take part in the event. This can be done free of charge, at least ONE calendar month prior to the event via your Etchrock account, details of which can be found on your entry confirmation email.
If there is less than 30 days before the event, transfers to another competitor must be made at registration at the event and will occur a £10 admin fee. Only the participating athlete needs to attend registration to complete the transfer.
Transfers between athletes must be completed through the correct channel so that we have the correct participant information and contact details in the event of an accident. DO NOT give your bib to someone without completing an official transfer. Running on another athlete’s bib contradicts NGB rules and will result in disqualification.
Option 2: Ticket Deferral
If there is at least one calendar month before the event you can defer your entry and receive credit to your Etchrock booking system account for the amount paid, minus a £10 admin fee.
- You can use this credit to enter the same event the following year or any event that comes before it.
- A ticket cannot be deferred more than once.
- Deferrals may be used against entries of a higher value, on payment of the difference.
- Deferrals can only be used against a single transaction and cannot be exchanged for cash. No change or refund will be given.
The following links provide instructions on using your Etchrock account to carry out the desired actions.
Can I defer or get a refund if I am injured or unwell?
If you took out insurance when you bought your ticket check your confirmation email and follow the details contained. You will deal with the insurance company directly to claim your refund.
If you did not take out insurance, please refer to the guidance under ‘I can no longer take part, what are my options?’
What happens if I test positive for Covid 19?
As there is no legal requirement for you to isolate due to Covid 19 our standard terms and conditions apply. We are not able to offer refunds or defer entries of athletes who wish to cancel their entry within 30 days of the event due to Covid 19.
The event I wish to join has sold out, do you have a waiting list?
If an event sells out, a waiting list will be activated. Once your name reaches the top of the list you will be sent an email offering you a place and you have 24 hours to respond before it is passed on to the next person.
Can I offer my place to someone on the waiting list?
Due to data protection we are unable to hand out details of people on the waiting list.
Can I sell my place?
Yes, but you are responsible for executing the sale. Transfers between athletes must be completed through the correct channel so that we have the correct participant information and contact details in the event of an accident. DO NOT give your bib to someone without completing an official transfer. Running on another athlete’s bib contradicts NGB rules and will result in disqualification.
Refer to ‘I can no longer take part, what are my options? For guidance on correctly completing a transfer of entry.
How do I transfer my entry to another person?
You can action this yourself via your Etchrock account. There is no need to contact us. Simply log in to your account and select ‘My orders and tickets’ from the main menu. Click on ‘Order details’; here you can find a list of actions you can select from including ‘Transfer ticket to a friend’.
You will need to enter the email address of the person you are transferring the ticket to and they will then receive an email to complete the process. You can choose to request secure payment for the ticket, or to give it for free. There is no fee to transfer an entry on Etchrock.
If you are within 30 days of the event, the transfer cannot be made on Etchrock and will need to be made at registration, there will be a £10 admin fee. Only the participating athlete needs to attend to complete the transfer.
DO NOT give your bib to someone without completing an official transfer. Running on another athlete’s bib contradicts NGB rules and will result in disqualification.
Can I change my distance?
You may change your distance via your Etchrock account up to 30 days before an event as long as spaces remain in the distance you wish to change into. There is no admin fee to change distance. Any increase in price must be paid at the time of booking. No change or refund will be given.
If there is less than 30 days before the event, for running races you can make the change on the day at registration. For triathlons, you will need to contact us, as numbers and racking will have been allocated.
How do I add my club name/affiliation details to my entry?
If you did not add your NGB-affiliated club when entering the event, please contact us with the details.
For non-affiliated clubs, you can add this yourself via the EtchRock entry platform. Log in to your Etchrock account and select ‘My orders and tickets’ from the main menu. Click on ‘Order details’. Here you can find a list of actions. Select 'Edit participant details' and make your change.
Please be aware that you are unable to make any changes if it is less than 30 days before the event.
How do I change the estimated times on my entry?
You can do this yourself via your Etchrock account. There is no need to contact us.
Log in to your Etchrock account and select ‘My orders and tickets’ from the main menu, click on ‘Order details’. Here you can find a list of actions. Select 'Edit participant details' and make your change.
Please be aware that you are unable to make any changes if it is less than 30 days before the event.
Why can’t I edit my entry?
If there is less than 30 days before the event you are unable to make changes to your entry on Etchrock.
What is British Triathlon Race Pass & why is it required?
British Triathlon Race Pass is a licence for racing and covers your public liability insurance for the day. If you’re not a Core or Ultimate member of British Triathlon (or your home country's federation), you must purchase a Race Pass to comply with British Triathlon Competition Rules. Race Pass costs £8.00 for over 25s and £2.00 for under 25s.
British Triathlon have mandated that Race Passes must be purchased directly, therefor we provide links for purchase in our confirmation email.
Please provide evidence of your membership, or Race Pass at Registration. Anyone without a Race Pass covering the event will be required to purchase one.
For more information, please see the British Triathlon website.
When will I receive information about the event?
Final Instructions are sent out 10 days before the event, these include detailed information about the event including registration and start times. We also send emails to participants around 3 months and 6 weeks before the event.
If you have an Hotmail, Outlook or Yahoo email account especially, please check your junk mail for this mail.
What are the cut off times for my race?
You can find the cut off times for your event on our website. Go to the event you are attending and select the distance. Scroll down the page to the ‘Important Information’ section.
What time will my race start?
You can find provisional start times on our website. Go to the event you are attending and select the distance. Scroll down the page to the ‘Important Information’ section.
How do I find my number?
In the email you receive with your Final Instructions you will find a link to the Start List, bib numbers are also available in your EtchRock account close to the event.
How do I find out what wave I’m in?
In the email you receive with your Final Instructions you will find a link to find your race start details. Open this link and enter your name to find your number and wave details (if applicable).
How do I get my number bib?
All Triathlon, Tour de Môn& Yr Wyddfa | Snowdon24 numbers are collected on the day from registration
Anglesey Half Marathon: You should receive your number in the post, providing you entered more than 3 weeks prior to the event. Anyone entering later will need to collect their bib from Registration before the event.
Snowdonia Trail Marathon Eryri, Nick Beer Llandudno 10K and Anglesey Trail Half Marathon: On booking you will have had the choice of receiving your number through the post or collecting on the day. If you are unsure of the option you selected, please go to your entry in Etchrock where it is detailed within 'My Orders & Tickets' then select 'Order Details' and 'Edit Participant Details'.
I haven’t received my Final Instructions?
Final Instructions are sent out by email 10 days before the event. If you have an Hotmail, Outlook or Yahoo email account especially, please check your junk mail as we find our emails are struggling to reach some of these accounts.
If you haven’t received an email with your Final Instructions they can also be found on our website. Select your event and the distance you are entered in and then scroll down to the icon just below the Important Information section.
Do you provide food and water on course?
Yes. The location of feed stations will be detailed in your Final Instructions.
Where can I park?
Parking information is included in your Final Instructions. Please be aware that at some events the main event parking is a short walk/cycle from the event village.
Where can I find my event photos?
If you purchased a photograph package you should have received an email with a reference number and information on how to find and download your images. A link for photos taken on the day and available for purchase is included in the event Final Instructions, live results, will be sent to you in our post-race email and posted on our social media pages.
Can I fundraise for charity?
We have a number of charities that we support as a company, but you are welcome to take part and raise money for a charity that is close to your heart.
Any bucket collections at our events must be authorised by the local authority where the event is taking place. It is the responsibility of the fundraiser to contact the local authority, put in an application and gain authorisation. We are unable to do this on your behalf.
Why don’t you supply medals?
Supplying Welsh slate mementos in place of medals is part of our commitment to holding responsible events, achieving good environmental practice, operating in a sustainable manner and supporting local businesses.
You can find further information on our decisions here and watch a video of our slates being made just down the road!
I haven’t found the answer to my question?
There is lots of specific information for each event on our website. Please go to our website and select your event then scroll down to the bottom to the Event Information section.
There is also information on each specific race if you select the distance you are entered in and scroll down to the Important Information section.
If you are still unable to find an answer to your question please contact us on email@example.com or 01248 732 553
Please understand that we are only a small team who are very busy and receive a lot of enquiries during the event season. We make every effort to respond as soon as we can but in very busy times it may take up to 4 days to hear back from us.