OUR POLICIES

Terms & Conditions

Definitions and Interpretation

• The following definitions will apply in this agreement:

• Attendee Disclaimer means the declaimer document, including the entry conditions applicable to all Attendees, in the form provided from time to time.

• Attendee means any person entering the Site.

• Cliff Lakes is a trading name for Kingsbury Watersports Limited, a company incorporated in England and Wales with company registration number 07145242 whose registered office address is at c59-61 Charlotte Street, St Pauls Square, Birmingham, B3 1PX.

• Customer/You/Your means any individual who places an Order for themselves and/or Attendees.

• Entry Ticket means the ticket(s) provided by Us for Your Session when We accept Your Order.

• Order means your Order to purchase an Entry Ticket, whether placed through Our Website or in person.

• Session means the date and time, as specified in the Order confirmation email, that You and/or the Attendee(s) in Your Order are subject to these Terms and Conditions.

• Terms and Conditions are the terms and conditions set out in this document.

• We/ Us/Our means Kingsbury Watersports Limited or relevant operator.

• Website means Cliff Lake’s website, which can be found at www.clifflakes.co.uk

• Unless the context otherwise requires, each reference to these Terms and Conditions refers to these Terms and Conditions as amended or supplemented from time to time.

Bookings

• All Orders placed by You are subject to these Terms and Conditions. You should read and make sure that You understand them before placing an Order. You should contact Us before placing an Order if you have any questions.
• Orders may be placed in person, over the phone or by using Our Website.
• Whilst We make all reasonable efforts to ensure that representations of the activities are correct, reasonable and accurate, images and video footage of our activities are for illustrative purposes only. By placing an Order, You confirm You are not relying on any such representations.

Price and Payment

• The price of the Order is correct at the time you place your Order. The price includes VAT (where applicable). Payment of your Order must be made in full at checkout. Payment may be made with cash (if in person), debit card or credit card.

Changes, Cancellations and Refunds

• You may request to change Your Session by emailing Us up to 24 hours before your session date. We will use all reasonable endeavours to accommodate Your request, however, We cannot guarantee that You will be able to reschedule for Your requested date. Unavailability on Your requested date does not entitle You to a refund.
• We reserve the right to cancel or reschedule Your Session at any time when reasonably required. We will inform You as soon as reasonably possible if We need to cancel or reschedule Your Session. You will receive a gift card for the value of Your Order which You can use to re-book for an available Session. The cancellation or rescheduling of Your Session does not automatically entitle You to a refund.
• You need to contact our team to cancel a booking, who will process your cancellation. Your booking will be issued as follows.
• 72 hours or more – You will be provided with a full refund.
• 72 – 24 hours – For any changes or cancellations within this time frame you will receive a gift card which will be valid for 365 days. After this, the voucher will expire and cannot be extended.
• 24 hours or less – Bookings cannot be moved or cancelled within this period. This includes no-shows and members being removed from the activity on the day.
  • A credit note means a Gift Card.
  • You will not be entitled to a refund if You and/or any participant are refused entry or removed from your activity.

Check-in

All customers are required to check-in at the reception at the below time before your activity session. This allows enough time for check-in, changing, and any safety briefing that may be required.

• Aqualand – Please check in at reception 30 minutes before your activity.
• Open Water Swimming – Please check-in at reception 15 minutes before your activity.
• Failing to check in at the correct time may result in You missing Your session with no refund or alternative session.

Admission

• Participants must be able to swim 25 meters unaided and be confident in the water.
• Participants must behave in a safe, responsible, and considerate manner and must not act in a way that may cause injury to themselves or other participants or otherwise interfere with other participants’ use and enjoyment of the activities.
• Participants must comply with any instruction given by Our employees, personnel or any third party instructed on Our behalf and must comply with all notices and directions provided and/or displayed by Us.
• Participants are not to swim under any Aqualand obstacles.
• Participants should remove all rings, earrings, and jewellery before partaking in activities.
• The Participant must meet the attendee criteria.

• • Aqualand – 6 years and above and must be 1.10m tall. An adult must accompany participants aged 7 years and under in the ratio of 1:3. Participants aged 15 years and under must have an adult onshore.
  • Open Water Swimming – 10 years and over. Participants aged 15 years or under must swim with an adult over the age of 18.
• Participants must behave in a safe, responsible, and considerate manner and must not act in a way that may cause injury to themselves or other participants or otherwise interfere with other participants ‘ use and enjoyment of our Activities.
• Attendees must comply with any instruction given by Our employees, personnel or any third party instructed on Our behalf and must comply with all notices and directions provided and/or displayed by Us.
• You must listen to a safety briefing before taking part in an activity. Please ask the instructor if you have not understood any instructions or require further assistance.
• All protective equipment, including buoyancy aids, must always be worn for the activity duration. The Participant must ensure that all zips and straps are as tight as possible before they depart, and the Participant may not remove the buoyancy aid until they are back onshore. All rented equipment must remain on-site and returned to the designated area after use. If any damage is caused to the equipment, you will be liable for the repair /replacement.
• Any injuries must be reported to a staff member or reception and recorded in the accident book.
• Cliff Lakes is not liable for any damage, loss or injury to property or persons, however incurred.
• All medical equipment/inhalers/ insulin must be handed over at reception. These will be kept in a safe place during your visit.
• We will not allow any abuse or threatening behaviour towards any of our staff; in the event of this, you will be asked to leave the site without any refund of paid activities for the whole of your party.
• Cliff Lakes management will not accept any liability, however, caused for personal injury, loss, damage or death suffered by any participants.
• Go Pros are only permitted if they are mounted on a chest strap mount underneath the Participant’s buoyancy aid.
• There is to be no physical contact between users. Pushing and shoving is strictly prohibited.
• Entry into the water must be feet first. No diving is permitted at any time.
• Flips and acrobatics are forbidden from certain obstacles on Aqualand. You will be informed about these during your safety briefing. When you’re jumping/sliding, please ensure that your landing area is clear and not jumping into or onto anyone.
• Do NOT climb up an obstacle directly behind a person to avoid them slipping on top of you.

Certification of Ability and Physical Condition to Participate Under Control

• Participants who appear to be intoxicated by alcohol or drugs or not well enough to enter the water will be refused admission.
• Participants must not have suffered any dislocation injuries before attending our activities.
• Pregnant participants should consult with their midwife to check the suitability of their activity.
• Persons who appear to be intoxicated by alcohol or drugs or not well enough to enter the water must be refused admission.

• Current or recent illness including respiratory problems, infections, digestive upsets and rashes are indications against participation.
• Any person with a recent history of diarrhoea (i.e. within the last 14 days) should not be permitted to swim until at least 48 hours after the last episode of diarrhoea.
• The Participant will always behave in a responsible and non-reckless manner and be mindful of their own physical condition and abilities.
• The Participant warrants that they have carefully inspected and are familiar with the facilities find them safe and suitable for the Participants purposes. If found, the Participant must report immediately any unsafe or defective equipment or facilities to the Operators.
• The Participant agrees to follow the Operators rules and understands that they must always wear a buoyancy aid whilst on our activities.
• Participants must not have any illness, injury or medical condition which may be worsened by participating in activities or which increases the risk of injury to themselves or other Attendees. If the Participant needs clarity regarding their medical conditions, they should consult with their doctor to ascertain if they can participate. Any medical conditions must be made aware to Us prior to the session via email.

Changes to your activity

• We endeavour to ensure that as many inflatables as reasonably possible are available for use by participants. However, We reserve the right to remove/ close inflatables and obstacles from Aqualand, suspend boat operation, or close swim lanes/ swim loops.
• Your safety is Our primary concern. We therefore reserve the right to close part or suspend the operation of any activity at any time for any technical or operational reasons (including staff illness) or due to weather, capacity, special events or for any other reason to ensure the safety and security of participants or if We reasonably consider the circumstances so require.
• If Aqualand is closed for any of the reasons set out above, We reserve the right to reschedule your Order for an alternative Session in substitution for a refund.

General

Participant and Guest Behaviour 

We ask that Participant’s and guest behave in a safe manner towards other parties and member of Staff. If any participant or guest is behaving or likely to behave in such a way as to cause danger, upset or distress to any third party or damage to property, Cliff Lakes is entitled without prior notice to expel the customer immediately. No refunds will be made, and the customer is liable for any damage caused.

Complaints

We always go above and beyond to ensure that Participants and customers have a great experience with us, and we welcome customer feedback to enhance your visit. If this is not the case, then please get in touch with our team by emailing [email protected]

Photography and Videography

We have professional photographers and videographers who capture great action shots while you enjoy your activities from time to time. This material may appear on our website, on our social media channels or in other marketing materials.

Disclaimers

We reserve the right to change or amend any or all of the conditions.

Personal Property

Personal property is brought onto our site at the owner’s risk. We are not responsible for any damage, theft or loss caused to personal property brought onto our site.