FAQ: How can we help you?

1. I am no longer able to ride. I need to substitute myself out of my team and replace myself with a new rider; how do I do this?

Sign in to your rider profile.
Click on Substitutionunder your team details.
Click the button that reads I want to drop out of this team.
Once this is done, you have successfully removed yourself form the team
Your original partner needs to sign in to their profile and click Pay Rider Change Fee
Once payment has been made, they will be given the option to invite a new rider by clicking Invite New partner

NOTE:

Your new partner needs to have an online profile before you will be able to invite them.
The substitution fee will need to be paid before you can invite a new partner.
The deadline for online substitutions is 10^th Thereafter all substitutions will need to be processed at registration day.
View our substitutions and cancellation policy here: https://wines2whales.com/riders/entry-information

2. A new team is taking over my entry, how do I do this?

You need to do a double substitution. The process is as follows:

Follow steps 1 – 6 above to invite one rider from the new team.
Once one of the riders from the new team has accepted the invitation and is on your team, you can complete steps 1 to 3 above in your profile.
The new riding partner can then follow steps 4-6 to invite their other riding partner.

3. I want to cancel my entry, how do I do this?

Should you wish to cancel your entry, please note the following:

If you have paid your entry fee in full, the below applies:

75% of the full entry fee is refundable if the cancellation is done in or before the end of August.
50% of the full entry fee is refundable if the cancellation is done before the 30^thof September.

If you have decided to pay your entry using our payment plan option, the below applies:

Your first installment is a non-refundable depositon your entry. Therefore, if you have only made your first installment and you wish to cancel your entry, you do not qualify for a refund.
If you have made two installments, you may receive a full refund on your second installment.
If you have paid all three installments and your entry is fully paid for, the policy listed in point 1 applies.

NOTE:

All entry cancellations need to be confirmed and processed by the Race Office. Please contact us at registration@wines2whales.com to have your cancellation processed.
View our cancellation policy here: https://wines2whales.com/riders/entry-information

4. I want to cancel my optional extras; how do I do this?

Should you wish to cancel any of your optional extras, a 15% admin/cancellation fee will apply. Please contact the Race Office at registration@wines2whales.com to have the cancellation processed. Optional extras are not transferable to the following year.

5. I want to purchase optional extras; how do I do this?

Sign in to your online profile and click on the Add Optional Extras button. Depending on which item you wish to purchase, click on Add Itemnext to the applicable product.

Note that optional extras won’t be confirmed until payment has been received

6. What does my entry include?

Each rider receives the following;

A unique and beautiful mountain biking experience
A Ciovita Rider Jersey
A W2W Rider garment
7 meals throughout the duration of the three days
Wifi available in the race village
Fully stocked waterpoints

7. Where do I find information about my seeding?

Information on seeding will be made available soon.

8. What is the prize money for the 2019 FNB Wines2Whales?

Prize money awarded to the different categories can be found on our website, here: https://wines2whales.com/riders/entry-information

9. What are my accommodation options before the start of Stage 1?

Visit our Planning page to see the various accommodation options in the surrounding areas. Special rates have been made available by some hotel’s for all 2019 FNB Wines2Whales riders:

https://wines2whales.com/riders/planning

10. What transfer options are available before, during and after?

Visit our Planning page and check out the following options:

Transfers from the airport to Registration and from the finish back to the airport
Vehicle transfers to get your car from A-Z while you’re riding
Bike transfers if you’re travelling from outside the Western Cape

11. What do I need to pack and bring along to the event?

Check out our rider checklist to see what we recommend you pack: https://wines2whales.com/riders/planning

12. Where can my supporters view the race?

We have various spectator points along the route where your friends and family can watch you in action. You can view these on our website: https://wines2whales.com/supporters/spectator-points

Supporters at home can also track your results each day by downloading our Epic Series App, available for Android or iOs.

1. Where is the Race Office?

The Race Office is located next to the entrance of the CBC Chill Zone

2. Where can I drop off my bag to be transported to the next race village?

Your Rider Bag needs to be dropped off before the start of Stage 1 at the DHL truck in the Lourensford parking lot between 06h00 and 08h00. You can collect your bag at Oak Valley from the DHL tent situated next to the rider tent village.

Before the start of Stage 3 your rider bag needs to be checked in again at the DHL tent between 06h00 – 08h00. You can then collect your bag again at the finish in Onrus.

Riders also have the option to check in a Day Bag at Race Office on the morning of Stage 3 which can be collected again once you cross the finish line. This bag is a service to all riders if they wish to pack a few small items (i.e. a change of clothes or a pair of shoes) so that they can enjoy what the finish venue has to offer before they collect their bag and head home. Riders can use the drawstring bag they receive with their Race Pack for this service and all bags will be marked with the rider’s rider number upon check-in. These bags must be checked in at the Race Office between 06h00 and 08h00 and will be available for collection at the Race Office at Onrus.

3. Where can I find my results and start batch for the next day?

After the finish of each stage, you will receive an SMS with your results as well as your start time and start batch for the next day. The results will also be available at the Race Office, on our app and on our website: https://wines2whales.com/results

4. I have misplaced an item; how do I know if someone has found it?

Please visit the Race Office to see if your missing item has been handed in.

5. What are the meal times?

Please visit our website to see the schedule for each day of the race: https://wines2whales.com/riders/planning/

6. Android Mobile phones that do not connect automatically

SSID: W2W_Wifi

EAP method: PEAP

Phase 2 authentication : MSCHAPV2

CA certificate: Don’t validate

Username: Riders

Password: 11Ye@arsofGees

1. Where can I find my results?

Results will be available on our app and on our website. https://wines2whales.com/riders/results-archive/

2. I have lost something, how do I know if someone has found it?

Please e-mail registration@wines2whales.com with a description of the missing item as well as the location and time of misplacement. We will see if it has been handed in or if we can find it for you.

3. Where can I find my results and start batch for the next day?

4. I have misplaced an item; how do I know if someone has found it?

Please visit the Race Office to see if your missing item has been handed in.

5. What are the meal times?

Please visit our website to see the schedule for each day of the race: https://wines2whales.com/riders/planning/

Riders

Event

Involve

Media

Race Office