Terms & Conditions
Liquid Leisure Shepperton Ltd places great importance on the safety of its visitors and endeavours to ensure that high standards are met by all persons visiting the site. Please assist us in ensuring our site and its facilities remain a safe place in which to enjoy fun and exciting experiences.
Note: These Terms and conditions affect your legal rights. It is therefore important that you read and understand them. No variation to these Booking Terms & Conditions shall be binding unless agreed to in writing by Liquid Leisure Shepperton Ltd.
When the following words with capital letters are used in these Terms (as defined below), this is what they will mean:
Activity: the services that we are providing to you as set out in the Booking and “Activities” shall be interpreted accordingly.
Activity Rules: means the rules relating to the Activity located at Liquid Leisure Surrey.
Booking: the order for the Activity on Our Site and “Booked” shall be understood accordingly.
Booking Reference Number: an individual reference number issued per Booking, this number shall be understood that the Booking has been confirmed (Contract).
Contract: the Booking for the supply of the Activity by Us to you and any Participants.
Customer/You/Your: a person who books one or more Activities/products offered on Site, may also be referred to as (“Visitor”).
Our/Us/We: Liquid Leisure Shepperton Ltd (Company No. 11228875), registered in England and Wales, whose registered office address is at 49 Golden Ball Lane, Maidenhead, SL6 6NW.
Pass or Passes: a valid pass allowing the holder entry to partake in the activity.
Participant: an individual who takes part in the Activity.
Site: Liquid Leisure Surrey or any part of it.
Session: means the period of time partaking in the Activity.
Visitor: a person visiting the Site as a spectator or Participant.
Waiver: the Participant consent to partake in the Activity.
Website: means the www.surrey.liquidleisure.com website.
Wristband: means the band placed around the participant’s arm to provide them access to the activity.
- OUR CONTRACT WITH YOU
2.1 These Terms tell you information about Us and the legal terms and conditions upon which:
a) You can make Bookings; and
b) You enter the Site; and
c) We supply the Activity to You and any Participant.
2.2 These Terms will apply to any contract between Us for the supply of the Activity by Us to You and any Participant (Contract).
2.3 Bookings are bound by the Admittance Criteria and Park Terms, please read these Terms carefully and make sure that you understand them, before making a Booking. Please note that before making a Booking you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to make a Booking.
2.4 These Terms will become binding on You, any Participant and Us when We verbally accept a Booking on Site or we issue a written confirmation of a Booking, either by receipt or invoice. This includes email and website confirmation if booked online, at which point a Contract will come into existence between You, any Participant and Us.
2.5 We shall assign a Booking Reference Number to the Booking and inform you of it when the Booking is confirmed. Please quote the Booking Reference Number in all subsequent correspondence with Us relating to the Booking.
2.6 If We, for any reason, do not accept or cannot fulfil your Booking, because for example the dates/sessions you have requested are no longer available, then no payment shall be taken under normal circumstances.
2.7 If Passes are bought on behalf of other Participants, you accept the Terms on behalf of every Participant/Visitor and shall ensure that the Terms are complied with by each Participant in the group.
2.8 The Participant must inform Us within 24 hours of making the booking if there is any error with the booking confirmation. We will exercise all reasonable endeavours to ensure that the Participant and the Participant’s party’s allocated activity commences at the time booked and it shall be the responsibility of the Participant to ensure they arrive in sufficient time. Late arrivals may not be permitted to undertake the Activity booked and no refunds or compensation will be payable in such circumstances.
2.9 For group and private bookings of 25 or more, final numbers must be agreed to at least 14 days prior to the Booking date. Group and private bookings will be required to pay in full at the time of Booking. We have the right to charge for any damages should they occur. All Participants in Your group will be required to complete a Waiver prior to partaking.
2.10 Every time you make a Booking on Our Website, the Terms in force at the time of your Booking will apply to the Contract between You and Us.
2.11 Whilst We make all reasonable efforts to ensure that the descriptions of the Site are correct and reasonable and accurate, Images and video footage of the Site are for illustrative purposes only. By proceeding with a Booking, You confirm You are not relying on any representations made.
2.12 We may revise these Terms as they apply to your Booking from time to time to reflect the following circumstances: changes in relevant laws and regulatory requirements.
- PRICE OF ACTIVITY
3.1 The price of the Activity will be as quoted on Our Website at the time you make a Booking. Prices are shown in GBP. We take all reasonable care to ensure that the prices of the Activity are correct at the time when the relevant information was entered onto Our Website.
3.2 Prices for Our Activities may change from time to time, but changes will not affect any Booking You have already made.
3.3 The price of the Activity includes VAT (where applicable) at the applicable current rate chargeable in the United Kingdom. However, if the rate of VAT changes between the date of the Booking and the date of performance of the Activity, We will adjust the rate of VAT that You pay, unless You have already paid for the Activity in full before the change in the rate of VAT takes effect.
- HOW TO PAY
4.1 Payment for Passes must be made in advance, in full at the time of Booking.
4.2 You can pay for the Activity online using a debit card or credit card. If you pay on Site you can pay by cash, debit card or credit card. We accept all major credit and debit cards, except American Express.
4.3 Payment for the Activity online is in advance. We will not charge Your debit card or credit card until We confirm Your Booking.
4.4 The Site is unable to accept card payments online from card holders registered overseas.
- THE ACTIVITY
5.1 We will make every effort to supply the Activity in accordance with the Booking.
We may have to cancel or reschedule an Activity where required due to an event outside our reasonable control, such as technical problems, illness or travel delays.
5.2 We will contact you as soon as reasonably possible if this happens.
5.3 All Participants acknowledge that participation in an Activity is physically demanding and they should not undertake the Activity if they are not physically or medically able to do so. All Participants must therefore be reasonably fit, healthy and are subject to the age restrictions (6 years and over) for each Activity as stated at the time of Booking. The Activities We provide are not suitable for any person who suffers from any heart or respiratory conditions, seizures, pre-existing injuries involving joints, prone to dislocations, or that is or may be pregnant. We advise you consult Your doctor prior to booking an Activity.
5.4 You will be admitted to the Activity subject to the Admittance Criteria. If you do not comply with the Admittance Criteria or you fail to complete the online Waiver you will not be permitted to partake in the Activity or may be removed from the Activity by Us, without any right to a refund. You must comply with any reasonable instructions given to You by Our personnel or any third party instructed on behalf of Us. We reserve the right to vary these admittance conditions at any time without prior notice.
5.5 In order for Us to provide the Activity, We will need you to provide Us with a signed Waiver for each Participant taking part in the Activity. The Waiver must be read, understood and sign prior to partaking in the Activity. This can be completed online via Our Website.
5.6 Where a Participant is under the age of 18, the Waiver will need to be signed by a parent or legal guardian responsible for the Participant. If You do not, after being asked by Us, provide Us with a signed Waiver relating to the Activity, The Participant will not be permitted to partake in the Activity. We will not be liable for any delay or non-performance where you have not provided a Waiver in accordance with these Terms.
5.7 The Participants should arrive at least one hour prior to the Activity Session time. If a participant misses the Session start time due to reasons outside their control; it will be at the discretion of the Manager on duty as to whether the late arrival can be accommodated.
5.8 All Participants must attend a safety briefing prior to partaking in the Activity.
5.9 The Activity will continue during most weather conditions (except in circumstances of extreme wind, lightning or any weather condition that is deemed dangerous).
5.10 In the unlikely event that there is any problem with the Activity completed We will use every effort to rectify any problem as soon as reasonably practicable. The easiest way to contact Us regarding any issue with the Activity is to by email, please give as much detail as possible in the email, including Your Booking Reference Number and full review of any issues experienced during Your visit, so Our team can review and respond.
6.1 THE SITE IS PRIVATE PROPERTY. All persons Participating in an Activity at the Site must pay for admission or hold a valid Pass, or valid entry wristband which has been obtained from Us, the Site, Our Website or a third party authorised by Liquid Leisure to sell Passes. The sale of Passes/vouchers by anyone other than Us or someone who has been expressly authorised by Us to sell Passes is strictly prohibited. Only persons authorised by Us are permitted to sell or offer for sale any items to customers within the Site grounds. All Passes are non-transferable, not for resale and will become automatically void on any transfer for value.
6.2 Passes purchased are only valid on the date printed on the Booking confirmation. Please check the Site’s operating calendar for opening/session dates and times. Passes may not be valid for special events which may attract a separate admission fee. Passes will only be exchanged or refunded if We, in its absolute discretion, chooses to do so. For the avoidance of any doubt, pre-booked Passes (whether made via online or telephone) are non-refundable in the event that admission is refused or relinquished for any reason referred to in these Terms.
6.3 Passes Booked online will be delivered in accordance with Our delivery procedure. If Passes are bought on behalf of other Participants, the buyer accepts Our Terms on behalf of every Participant and shall ensure that Our Terms are complied with by each person in the group. If re-entry into the Site is required, an appropriate wristband or Pass must be obtained, before exiting the Site which must be shown at the time of re-entry to regain access. Wristbands must be retained at all times and submitted for inspection if required by Our staff.
6.4 It is Your responsibility and all Participants to ensure You all arrive at the site one hour before the commencement of any Activity at the date and time stated on the Booking confirmation. This is to ensure there is sufficient time to allow for parking, check-in and safety briefings. We reserve the right to refuse admission for any late arrival and We shall not be obliged to offer any refund, rebooking or compensation in such circumstances.
- ENTRY CONDITIONS
7.1 Customers are admitted to the Site and Our activities subject to the following Entry Conditions. By purchasing or using a Pass, visitors agree to comply with these Entry Conditions. During the check-in process, the Participant will be provided with a valid Wristband for admission to the Activity.
7.2 Any person who does not comply with these Entry Conditions may be removed from the Site by Our personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against such a person or arising out of their actions. Whilst inside the Site, all visitors must comply with any reasonable instructions given to them by Our personnel, or any third party instructed on behalf of Us. Acting reasonably, We reserve the right to vary these Entry Conditions at any time without prior notice.
7.3 By entering the Site, visitors accept that they have a duty to take reasonable steps to ensure their own safety, taking into account any personal medical conditions. All customers in and around the Site should behave in a safe manner at all times.
7.4 No person under the age of 14 will be admitted to the Site unless they are accompanied by an adult (18 years or over), and such person or persons whilst on site must remain under the control or supervision of an adult at all times. For the avoidance of any doubt, responsibility for the behaviour and actions of any Participant for whom a Waiver has been signed by their parent or guardian (or responsible other pursuant) remains with the person who has signed the Waiver on the Participant’s behalf. We reserve the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security.
7.5 If you have any queries relating to these Entry Conditions, please contact Liquid Leisure Surrey on: 01932 761555 or email: firstname.lastname@example.org
- CHANGING AND CANCELLATION OF BOOKINGS
8.1 To cancel a Booking, You need to let us know that you have decided to cancel.
8.2 You are entitled to amend your Booking date but this will be subject to availability. Cancellations and changing bookings will incur a fee of £5.
Bookings cannot be amended within 48 hours of the booking start time.
9.1 Passes are non-refundable on the day of Your Booking.
9.2 Refunds are given on a pro-rata basis depending on how much notice you give us.
• Less than 14 days’ notice – 0% refund.
• 14+ days’ notice – 75% refund.
9.3 No refunds will be issued for failing to turn up, arriving late for a Booked Session or for being removed from the Activity.
9.4 Circumstances beyond Our control including but not limited to, industrial dispute, terrorism, fire, natural disaster, technical failure, emergency situation and other such circumstances; We have no obligation to make a payment to the Participant or refund any part of the Booking. We may offer an alternative session at a reduced rate. We will endeavour to notify the Participant as soon as possible. No other compensation shall be payable.
- GIFT VOUCHERS
10.1 In order to purchase a Gift Voucher, you will need to purchase through our Website or on Site.
10.2 Gift Vouchers ordered through our Website will be delivered automatically by electronic means to the email address you specify at the time of order. Our Gift Vouchers include unique numbers and configurable patterns.
10.3 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.
10.4 When ordering a Gift Voucher from our Website, you should ensure to enter the recipient’s email address correctly.
10.5 Site offers and promotions (including gifts with purchase and discounts) do not apply when purchasing Gift Vouchers.
10.6 Gift Vouchers may not be resold on any internet site such as Ebay, Gumtree or any other similar site.
10.7 All Gift Vouchers are dated and expire 12 months from the date of issue.
10.8 Gift Vouchers cannot be exchanged for cash.
10.9 Gift Vouchers may only be redeemed against products purchased in the same currency as the Gift Voucher.
10.10 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.
10.11 The gift voucher must be presented on arrival.
a) the content of the pages of Our Website is for your general information and use only. It is subject to change without notice.
c) Your use of any information or content on Our Website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any services, products, or information available through Our Website meet your specific requirements.
d) Our Website contains information which is owned by or licensed to Us. This content includes, but is not limited to, the content, design, appearance and graphics.
Reproduction is prohibited other than in accordance with copyright notice, which forms part of the Terms.
e) Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
f) If you disagree with any part of the Terms, please do not use Our website.
12.1 For health and safety reasons (due to the environmental features of the Site), some access for wheelchairs and mobility scooters are restricted. Wheelchairs and mobility scooters are the only transport devices permitted within the Site. For the avoidance of doubt, bicycles, hover-boards, roller-blades or similar devices are not permitted within the Site.
- CUSTOMERS WITH DISABILITY
13.1 We fully comply with all laws from time to time in force regulating the treatment of, and provision for, Customers with any disability. If You have any special requirements pertaining to a disability, You should inform Us of such requirements before you arrive.
- OUR COMMITMENT TO PROVIDE A SERVICE
14.1 We will endeavour to ensure that as many activities as possible are available for use by participants at the Site. However, We reserve the right, without prior notice, to close and change the Activity and/or the Activity session hours.
14.2 We, in its absolute discretion reserve the right to close the whole or any part of the Site at any time or to restrict the number of persons having access to the Site. The reason for any closure or restriction provided by this condition may include technical or operational reasons, capacity, inclement weather, special events or to ensure the safety and security of visitors or if We reasonably considers the circumstances so require.
14.3 For Passes purchased in advance, if the whole Activity is closed for any of the reasons set out above, We may offer replacement Passes for admission to the Activity on an alternative date in substitution for any other form of redress.
- OUR RIGHT TO REMOVE YOU
15.1 We, acting reasonably at all times, reserve the right, in its absolute discretion, to refuse admission to the Site, ban from entry to the Site, or remove from the Activity without any right to a refund, any person whose presence or behaviour may affect the enjoyment and/or safety of other customers or staff, or who:
a) acts in an inappropriate and/or undesirable manner whilst travelling to the Site whether by bus, coach or other means, where such behaviour has been reported to Us by a reliable independent source;
b) has been convicted of a criminal offence relating to Us, or civil unrest at Our Site/Activity;
c) uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace;
d) climbs or stands upon fences, barriers, walls, safety fences, benches, or any other buildings at the Site, enters or attempts to enter any part of the Site which is a restricted or prohibited area as determined by Us including private/staff areas; or queue jumps at the activity or Site without an authorised fast access;
e) has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting;
f) has previously acted in any manner which has caused any Site or person to report that individual to Us;
g) is attempting to gain admission to the Activity without a valid Pass, or has been found on the Activity without a valid Pass;
h) has purchased or obtained any Passes or discount vouchers or We reasonably believe that they have purchased a Pass from an unauthorised source.
15.2 If any customer in breach of any of these Terms is a member of a group, then such group of individuals may also, at Our discretion, be denied entry or escorted from the Site without any right to a refund. We reserve the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the grounds, fences, barriers, walls, fabrics or buildings at the Site. 15.3 At Our discretion, future access to the Site may be denied to any person who has previously been denied entry or escorted from the Site.
- CUSTOMER BEHAVIOUR
16.1 Unnecessary noise (such as that from the use of portable electronic devices) or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Site.
16.2 All Participants are required to act responsibly and courteously at all times and to respect all other Participants. We have the right to prevent any person from undertaking or completing an Activity in the event whereby the behaviour is deemed to be unsuitable.
16.3 Smoking (including e-cigarettes) is strictly prohibited inside any buildings.
16.4 Drugs are strictly forbidden on Site and Participant must not be under the influence of any drugs during an Activity.
16.5 No alcohol can be consumed before a Participant is due to undertake an Activity.
16.6 All activities and any other facilities located at the Site must only be used in accordance with the relevant operator’s instructions.
17.1 The grounds are uneven, please take care when parking. Abide by the speed restrictions.
17.2 Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of customers’ vehicles in the car park or any contents.
17.3 No vehicles are permitted to remain in the Site outside the Site’s normal operating hours without the prior express permission of the Site. The Site retains absolute discretion as to whether such permission is granted.
17.4 Motor homes, camper vans, caravans or any other vehicle of a similar nature are not permitted anywhere within the Site unless express prior booked permission has been given by Us. This permission in its original Booking will need to be produced prior to entry to the Site.
Photocopies will not be accepted. A breach of this condition will be deemed to be trespassing, the vehicle will be removed and the owner shall be responsible for all consequences arising as a result of such removal.
- SECURITY & SAFETY
18.1 To prevent offensive weapons or dangerous articles from being brought into the Site, customers are admitted to the Site subject to the condition that, if requested to do so, they will allow themselves and/or their belongings to be searched. It is prohibited to bring into the Site any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury.
18.2 The throwing of any article which could cause injury or affect the enjoyment of other customers is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Site without any right to a refund and We reserve the right to make reports to the relevant authorities which may lead to prosecution.
18.3 The consumption of intoxicating liquor is permitted only in authorised places within the Site. Accordingly, intoxicating liquor may not be taken into the Site except with the express permission of Us and any persons found possessing alcohol, or who appear to be excessively under the influence of alcohol may be refused admission to the Site or escorted from the Site without any right to a refund.
18.4 The use of illegal substances and/or legal highs (including, but not limited to, laughing gas) are strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances and/or legal highs will be refused admission or escorted from the Site without any right to a refund.
18.5 CCTV cameras are used to assist in the proper running of the Site. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Site by customers are at their own risk and we accept no liability for any loss or damage to such property. As such, we recommend that customers do not bring unnecessary valuables to the Site. Height, weight or age restrictions may apply to activities or certain elements of the Site.
- FOOD & DRINK
19.1 All food and drink consumed at the Site must be purchased on Site. You will be asked to remove any food and drink not purchased at the Site from the Site.
20.1 Pets or animals of any nature are expressly prohibited in the Site (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Site. We reserve the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.
21.1 Unless it is expressly prohibited, customers are permitted to take photographs and recordings at the Site, provided that these are solely for private use and are not sold or used for any commercial or public purpose. By accepting these Terms, customers acknowledge that We may on demand have access to photographs taken and video footage captured by customers and request that certain photographs and/or footage are deleted if they are deemed to be offensive to or infringe the privacy of other customers and/or staff. By accepting these Terms, customers agree not to intentionally photograph and/or capture video footage of any individual without that person’s permission and customers must adhere to all photography/filming restrictions in place from time to time whilst within the Site. From time to time We or other authorised parties carry out photography and/or video recording in the Site, which may feature customers. Entry to the Site is deemed acceptance of these Terms, and customers therefore agree that We or any authorised party may use such images free of charge and in perpetuity in any promotional, advertising or publicity material in any format whatsoever. Customers further agree that copyright in these materials rests with Us or such authorised party (as the case may be).
- USE OF OUR WEBSITE
- LOST PROPERTY
23.1 All property coming into the possession of Liquid Leisure will be dealt with responsibly with due respect for owners’ rights and title. Property classified as found will, where possible, be reunited with its owner. Where the owner cannot be traced, We will dispose of it in accordance with these guidelines. We will not deprive others of their possessions, except in accordance with the law.
23.2 As a Customer you are expected to report any lost property, be it valuable or otherwise, to Us within a reasonable period of time from the date the item/s were lost. We will then exhaust all reasonable avenues in an attempt to locate the item/s and will contact the You with its findings.
23.3 Found property at the Site will be retained by Us for the maximum duration of 10 days, except when the items found are or include: electrical items (e.g. mobile phones, cameras), jewellery, wallets, bank cards, confidential documents, keys or any forms of identification. Any items that fall under these categories will be retained from the date found at the Site for a further 20 days after the standard 10 days. If any found property is not claimed by the owner within the allotted times as stated, and is not suitable for repatriation with the finder, it will be recycled or destroyed where appropriate.
24.1 Liquid Leisure accepts no responsibility for any loss and/or damage suffered by customers as a result of the customer’s failure to comply with these Terms or any event outside Our control (including any distress, inconvenience, anxiety or loss of enjoyment arising from the evacuation of the Site). This does not affect any customer’s statutory rights or any liability of Liquid Leisure which cannot be excluded by law.
24.2 Any typographical clerical or other error or omission in any Booking confirmation or other documentation issued by Us (including electronic documentation) shall be subject to correction without liability on the part of Us.
24.3 Nothing contained in these Terms is intended to nor shall limit liability of Us in respect of death or personal injury caused by negligence of Us or of Our staff, agents or contractors.
- CAMPING (LIQUID LEISURE LTD WINDSOR ONLY)
25.1 Your behaviour should not be excessive or rowdy, especially at night. Offensive or illegal behaviour will not be tolerated and could lead to eviction from the Site. You must show consideration for local residents, your neighbours and other customers.
25.2 Please treat accommodation and facilities with respect and care so that other customers may continue to enjoy them. We reserve the right to recover from you any compensation we may pay to other customers as a result of your actions or damage caused to the facility by you during your stay.
- COMMUNICATIONS BETWEEN US
26.1 When We use the words “writing” or “written” in these Terms, this will include e-mail unless We say otherwise.
- HOW WE MAY USE YOUR PERSONAL INFORMATION
27.2 We will use the personal information you provide to Us to:
a) provide the Activity;
b) process your payment for the Activity; and
c) in accordance with the Terms of the Booking.
27.3 We will not give Your personal data to any third party.
28.1 We are required by the Consumer Regulations to ensure that certain information is given or made available to You as a Consumer before we make Our contract with You (i.e. before We accept Your request to make a booking) except where that information is already apparent from the context of the transaction.
28.2 We have included the information itself in these Terms and Conditions for You to see now as required by the Regulations, and such information will be part of the terms of Our contract with You as a Consumer.
29.1 We always welcome feedback from our Customers and whilst We always use all reasonable endeavours to ensure that your experience as a Customer of Ours is a positive one, We nevertheless want to hear from you if you have any cause for complaint.
29.2 If you have any complaint about the Site, Activity or any of Our staff, please raise the matter with Us. You may contact Us by email: email@example.com
- CHANGES TO TERMS AND CONDITIONS
30.1 We may from time to time change these Terms and Conditions without giving You notice, but We will use Our reasonable endeavours to inform You as soon as is reasonably possible of any such change.