TERMS & CONDITIONS
Following receipt of this document and partaking in sports at Quays Wake & Ski, you acknowledge that you have read the following terms & conditions.
These Booking Terms and Conditions apply to the booking of any activity at Quays Wake & Ski (the ‘Activities’) supplied you any participant.
These Terms will become binding to You, any Participant and US when we issue a verbal or written confirmation of a Booking. This includes email and website confirmation.
You further agree and acknowledge that Quays Wake & Ski will not be held responsible for any personal injury, loss or damage to personal possessions or property caused by failure to abide by these terms & conditions.
1. BOOKING
1.1 No booking shall be deemed to have been accepted unless an email confirmation has been received.
1.2 The Participant must inform us within 24 hours of making that booking of any error with the booking confirmation.
1.3 These Booking Terms and Conditions incorporate Quays Wake & Ski’s Risk Acknowledgement and Consent Form, which Participants will be required to sign before being allowed to undertake the Activities.
1.4 Quays Wake & Ski shall use its reasonable endeavours to ensure that your participation commences at the time booked and it shall be the responsibility of each participant to ensure that they arrive in sufficient time. Late arrivals may not be permitted to undertake the Activities and no refunds or compensation will be payable in such circumstances.
2. PRICING & PAYMENT
2.1 All non-member bookings require full payment on booking. Under no circumstances can we reserve slots unless payment has been received.
2.2 Payment can be made through our online booking system (using Worldpay) or over the phone stating card details to a member of our staff. Cash may also be used when booking in person.
2.3 The price of the Activity will be as quoted on our booking system at the time of Booking.
Prices of the Activities may change from time to time, but changes will not affect a booking you have already made.
3. CANCELLATIONS/RESCHEDULING
3.1 Any requests for cancellation or reschedule must be made at least 48 hours before the booking time.
Cancellations can be made by telephoning 01252 524 375 or emailing info@quays.co.
3.2 If cancelling, you shall be entitled to a full refund subject to Quays Wake & Ski receiving your request for cancellation at least 48 hours before the booking start time. Any cancellations after this point or ‘no shows’ will not be eligible for a refund, regardless of illness, injury, traffic etc.
3.3 If rescheduling, you shall be entitled to change the date or time of your booking subject to Quays Wake & Ski receiving your request at least 48 hours before the booking start time.
3.4 Do not assume a cancellation or reschedule has been completed until you receive a notification email.
3.5 Quays Wake & Ski shall be entitled to cancel your booking at any time. In the event that Quays Wake & Ski decides to cancel your booking we shall use our reasonable endeavours to notify you as soon as possible. You will be entitled to a full refund in the event of cancellation under this clause, but no other compensation shall be payable.
3.6 Quays Wake & Ski is a member’s club and members have priority booking. A Quays Wake & Ski member can request to move your booking up to 48 hours before the start time. In the event that this occurs we will endeavour to reschedule your booking as close to the original start time as possible. If we cannot agree a suitable replacement time the payment for your booking will be credited to your Quays Wake & Ski account for use on another date.
3.7 In the event that it proves necessary to close the Activities for reasons beyond the control of Quays Wake & Ski and in circumstances where you have commenced participation in the Activities, you shall not be entitled to any refund (in part or in whole). In such circumstances Quays Wake & Ski may, but shall not be obliged to, offer alternative booking slots.
3.8 In the event of thunder and/or lightening we will pause all activities on the water until such weather passes. In this instance, if we cannot resume your session within good time, you will be entitled to a credit to rebook another time. Activities will still operate in heavy rain and wind.
4. REFUNDS
4.1. Payments made by debit or credit card will be refunded to the same card or, if the card has subsequently expired, by cheque. Payments made by Gift Voucher will be refunded by the issuing of a replacement Gift Voucher to the same value, this will have the same expiry date as the original.. Payments made by cash will be refunded in cash.
4.2 Where multiple forms of payment are used, Quays Wake & Ski reserves the right to refund any monies due on a refund or amendment by credit or cheque.
5. CREDIT & PACKAGES
5.1 Credit, and packages are non-transferable.
5.2 Packages and memberships may not be shared. Anyone found to be sharing memberships will be denied entry and forfeit their package or membership permanently.
5.3 Credit and packages are valid for one-year from the date of purchase. This includes refunds thats have been credited to your account.
5.4 Our refund policy applies to bookings made with credit and packages. If a refund is issued it will be applied to your account as credit.
6. GIFT VOUCHERS
6.1. All gift vouchers expire one year after date of purchase. They cannot be extended or refunded. They must be redeemed and used within the year. Any gift voucher credit added to the account will expire on the same date as the original voucher.
6.2 All Gift vouchers will be sent automatically by email and will have it’s own unique voucher code.
6.3 Our Gift Vouchers must be redeemed as full or part payment of products and services from Us. A Gift Voucher cannot be used to purchase a further Gift Voucher.
6.4 When ordering a Gift Voucher from our Website, you should ensure to enter the recipient’s email address correctly.
6.5. Gift Vouchers may not be resold on any internet site such as Ebay, Gumtree or any other similar site.
6.6. We are not responsible if a Gift Voucher is lost, stolen, destroyed or used without permission and no replacement will be provided in these circumstances.
6.7. The gift voucher must be presented on arrival.
7. DURING YOUR VISIT
7.1 Before taking part in any Activity you will be required to sign a Risk Acknowledgement Consent Form https://form.jotformeu.com/81453365002347
Participants under the age of 16 will require a signature from a parent/guardian over the age of 18.
7.2. Buoyancy aids and safety equipment must be worn at all times when participating in the Activities.
7.3. All children under the age of 16 must be accompanied by an adult.
7.4. No activities will run in the event of thunder and lightening.
8. TIMEKEEPING
8.1. A set/session runs from the time the driver/operator/coach arrives at the dock and is ready to begin.
8.2. In the instance of your late arrival your slot will not be extended. It is your responsibility to arrive on time and be ready on the dock for your booking start time.
8.3. Returning to the dock is entirely at the driver’s discretion.
9. SYSTEM 2.0
9.1. Do not run or jump off of the System 2.0 dock.
9.2. Do not climb the System 2.0 tower.
9.3. A helmet must be worn at all times when partaking in a System 2.0 Activity.
9.4 Whilst on the System 2.0 dock you must obey the operator’s instructions at all times.
9.5. Your equipment (hired or your own) is your responsibility on the dock. Please keep neat and tidy to avoid injury to other users.
9.6. Obstacles are used at your own risk. Quays Wake & Ski cannot be held responsible for any personal injury or damage to equipment in the event that you misuse the obstacles.
9.7. Before using the obstacles you must first inform the operator.
10. BOAT(S)
10.1. NO food, drink, shoes or smoking in the boat.
10.2. When entering and exiting the boat you must wait for the driver to signal you to do so. Please only step on the non-slip pads.
10.3. You must follow the boat driver’s instructions at all times when in the boat or taking part in the Activity.
10.4. Any spectators who are unable to swim must wear a buoyancy aid. All spectators under 16 must be accompanied by an adult.
10.5. Do not stand up in the boat when it is moving.
11. EQUIPMENT HIRE
11.1. Use of hire equipment is at the participants own risk.
11.2. Equipment is your responsibility, if damaged or missing at the end of your session you will be required to pay a minimum £50 fine.
12. STAND-UP PADDLEBOARDING
12.1. Stay within the designated area as shown to you during your safety briefing.
12.2. Anyone under the age of 16 must be supervised by their parent or legal guardian from land, otherwise they will be prohibited from going on the water and a full refund will be given.
Children aged 12 and under must be accompanied by an adult on the water and children aged nine and under must be accompanied by an adult on the same board.
12.3. Do not cross into the boat lane under any circumstances. Give fisherman a wide berth.
12.4. We ask that you take care with the equipment at all times. Equipment is your responsibility, if damaged or missing at the end of your session will be required to pay a £50 fine.
12.5. At the end of your session please return your boards and paddles to the shore. If still in the water they will float away or damaged.
13. CUSTOMER BEHAVIOUR
13.1 All participants and site visitors must act respectfully and responsibly whilst on site. We will refuse entry or participation to anyone behaving unsuitably.
13.2 Cigarettes are only allowed in the smoking area. Drugs are strictly prohibited on site.
13.3 Quays Wake & Ski reserves the right to refuse admittance to the Activities or to remove a participant from the Activities should we deem it necessary to do so. This includes a participant who does not comply with the safety rules and advice and the safety system or who is deemed to be under the influence of alcohol or drugs
14. PHOTOGRAPHY
14.1 From time to time, we or authorised parties will carry out photography or videography of the site and customers. Entry to the site is deemed as acceptance of these Terms and customers therefore agree that We or any authorised party may use such images free of charge for promotional purposes.
15. ANIMALS
15.1 Dogs are permitted on site provided they are kept on a lead and away from other customers.
15.2 Dogs may not enter the lake or partake in any activity.
15.3 Dog fouling is strictly prohibited. Anyone found doing so will be asked to leave.
15.4 No other animals are permitted on site.
16. LOST PROPERTY
16.1 All property left on site and unclaimed for what Quays Wake & ski deems a reasonable length of time will be disposed of responsibly.
17. COMPLANTS
17.1 In the event that you are unhappy with the service or product you have received please direct any complaints in writing to faye@quays.co
18. CHANGES TO TERMS & CONDITIONS
18.1 These Terms and Conditions are subject to change.