Refund Policy

Bookings

All orders that are placed are subject to our terms and conditions. You should take care to read then all and understand them before placing an order. You can place an order over the phone or by using our website as well as over email where you will be sent a payment link.

Refunds and Changes

Once you have made a booking we cannot offer a refund, only a voucher with us, which can be used for any activity. This voucher is valid for 1 year from date of issue. If you have made a booking with us and want to cancel or reschedule then we can do so with at least 4 days notice. You will receive a voucher which for 100% of the booking which will be valid for 1 year from date of issue. If you would like to cancel or reschedule between 1 and 3 days before the booking, you will receive a voucher which for 25% of the booking which will be valid for 1 year from date of issue. If you would like to cancel or reschedule on the day of the booking, You will not receive a voucher. Vouchers are only able to be used for Activities including, , Paddleboarding, Aqua Park, Wakeboarding . Your voucher cannot be used in the Cafe or in the shop.

We reserve the right to cancel or reschedule your session at anytime when reasonably required. We’ll inform you, as soon as possible, if we need to cancel or reschedule your session. You will receive a voucher valid for 1 year,, which you will be able to rebook your session.

Payment

The price of the order is correct at the time you place the order. The price includes VAT. Payments must be made in full and can be made with Cash when in person and by credit or debt card. Check In All customers are required to check in at reception before your activity. We recommend 30-45 minutes before hand to allow you time to check in, get changed and make our safety briefing. Failing to check in at the correct time may result you missing your session with no voucher or alternative session.

Admission

You must have paid your order in full before you can be admitted to take part in the activities. By booking your session with us, you agree to the terms and conditions and each participant must agree to and comply with the entry conditions and the disclaimer. If you would like a copy of the waiver before you book please email admin@whitemillswake.com where we will be happy to send you a copy to read over.

Adverse Weather

We are a water sports centre and all our activities are on the water, and could potentially get wet. We only cancel our bookings if its Thunder, Lightning or Strong winds. In that case we will contact you via email to let you know and we will issue you a voucher to use again. Refused Entry into or onto the water When you take part in any activity you accept our terms and conditions and must sign a waiver. You must be able to swim 50m in a bouncy aid and be confident in the water. You may be asked to jump into the water to provide us a swim test. If you are unable to do so, or the lifeguards and management on duty thinks you are not competent they will ask you to exit the water and can refuse you entry onto the activities. If this happens you are not entitled to a refund or a voucher .

Changes to your activity

We make sure that all equipment is in good condition to be used safely by the Participants. However, we do have the right to remove any equipment and this does not entitle you to a voucher. Your safety is our main concern, so we reserve the right to close part or suspend any of the operation throughout the day for any technique or operational reason, which includes staff illness, bad weather, capacity for the safety of the participants. If any of our activities are closed for any of the reasons above, we reserve the right to reschedule your booking for an alternative session and you are not entitled to a voucher.

General

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. Participants and Guests Behaviour We are a family friendly site and we ask that all guests behave in a safe and polite manner towards other guests and members of our staff. If a Participants or a guests acts in a way which can cause danger, upset or distress to any third party or damage property at Whitemills Wake and Aqua park LTD, we reserve the right the expel the person immediately. Customer will be liable for damages caused. Photography and Videography We sometimes may have professional photographers and videographers on site who capture great shots of you having fun. This material may appear on our website, social media channels or any other marketing material.

Food and drink

Only food and drink purchased on Site may be consumed on Site. You will be asked to remove any food and drink not purchased from the Site. Customers with disability 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. Disclaimer We reserve the right to change or amend our disclaimers or any of our conditions. If this happens you will be asked to complete another disclaimer before you can enter the water. Our disclaimer is valid for 1 season only.

Personal Property

All personal properly is brought onto site at the owners’ risks. We are not reasonable for any damage, theft or loss caused. Questions about the Terms of Service should be sent to us at admin@whitemillswake.co.uk