Booking Terms and Conditions
1. General
1.1. These Terms and Conditions apply to all bookings for activities and any ancillary products supplied by the Surrey Hills Adventure Company (“The SHAC”) at the location specified in your booking confirmation.
1.2. By making a booking, you agree to these Terms and Conditions and confirm that you have read and understood them.
1.3. If you make a booking on behalf of a group, you are responsible for ensuring that all members of your party are made aware of, and agree to comply with, these Terms and Conditions.
1.4. The SHAC reserves the right to amend its activities, operating arrangements and these Terms and Conditions as set out in Sections 9 and 10.2.
2. Booking Confirmation and Arrival
2.1. A booking is only confirmed once you have received a booking confirmation email from The SHAC.
2.2. You must notify The SHAC as soon as possible if you identify any errors in your booking confirmation.
2.3. The SHAC will use reasonable endeavours to ensure that your activity starts at the booked time. You are responsible for ensuring that all members of your party arrive in sufficient time to prepare for the activity and receive any necessary safety instructions.
2.4. Late arrivals may not be permitted to participate in the activity. No refund or compensation will be payable in these circumstances.
3. Prices and Payment
3.1. Full payment is required at the time of booking.
3.2. A booking will not be confirmed if payment has not been successfully processed.
4. Cancellations, Rescheduling and Refunds
4.1. Individual bookings
For individual bookings, you may cancel or reschedule your session through your SHAC account up to 48 hours before the scheduled start time. Refunds will not be available for cancellations made less than 48 hours before the session.
4.2. Group bookings
Cancellations of group bookings involving more than 12 participants are subject to the notice requirements set out in Section 5.
4.3. Cancellations by The SHAC
The SHAC reserves the right to cancel a booking at any time and will use reasonable endeavours to notify you as soon as possible.
If The SHAC cancels your booking, you will be entitled to a full refund of the amount paid for that booking. No additional compensation will be payable, subject to any rights you may have under applicable law.
4.4. Closures during an activity
If The SHAC must close an activity for reasons beyond its reasonable control after your party has commenced participation, no refund, in whole or in part, will be payable under these Terms and Conditions.
In such circumstances, The SHAC may, at its discretion, offer an alternative date or time at a reduced rate. The SHAC is not obliged to make such an offer.
4.5. Refund methods
Refunds will normally be processed as follows:
Debit or credit card payments: Refunds will be made to the original payment card. If that card has expired, the refund will be made by bank transfer.
Gift Voucher payments: A replacement Gift Voucher will be issued for the equivalent value.
Multiple payment methods: Where a booking has been paid for using more than one payment method, The SHAC reserves the right to issue any refund due by credit or bank transfer.
All refunds remain subject to the applicable cancellation terms and any statutory rights.
5. Group Bookings
5.1. For group bookings involving more than 12 participants, at least one calendar month’s notice must be given to qualify for a refund.
5.2. Refund requests for eligible group booking cancellations must be submitted to info@theshac.co.uk.
5.3. Any applicable refund will be processed in accordance with The SHAC’s refund procedures.
6. Risk, Safety and Participation Requirements
6.1. Acknowledgement of risk
The SHAC offers adventurous outdoor activities that involve inherent hazards and risks. These risks cannot be entirely eliminated without choosing not to participate.
By booking and participating, you acknowledge that accidents and injuries may occur despite the precautions taken by The SHAC, its staff and contractors.
The SHAC takes reasonable precautions to promote participant safety. However, each participant is responsible for understanding the risks associated with their chosen activity, following all safety instructions and guidance, and acting in a way that protects their own safety and the safety of others.
Participants may choose not to commence an activity or may withdraw from an activity where they consider the risks unacceptable, subject to any practical safety instructions necessary to withdraw safely.
6.2. Minimum swimming requirements
By making a booking, you confirm that all participants meet the applicable minimum swimming requirements for their chosen activity:
Open Water Swimming: Ability to swim at least 400 metres.
Stand Up Paddleboarding (SUP): Ability to swim at least 25 metres.
Wellbeing: Participants intending to swim must be able to swim at least 25 metres.
Participants must satisfy these requirements before taking part.
6.3. Age, fitness and equipment requirements
Participants must comply with all age restrictions applicable to their chosen activity.
All participants must be sufficiently competent, physically fit and capable of participating safely. Participants are responsible for recognising and respecting their own abilities and limitations, and for acting in a way that does not put themselves or others at risk.
Participants must also meet any applicable height and weight requirements for the equipment being used.
6.4. Medical conditions
Participants who have medical concerns should consult their doctor before taking part.
All participants must disclose relevant medical conditions or other information that may affect their ability to participate safely. This information is collected as part of the booking process.
6.5. Safety instructions and conduct
All participants must follow the safety instructions, rules and guidance provided by The SHAC and its staff.
Participants are expected to treat The SHAC’s staff, contractors and fellow customers with respect and courtesy at all times.
The SHAC reserves the right to refuse admission to an activity, or to require a participant to stop participating, where necessary for safety or because of inappropriate or unacceptable behaviour. This includes, but is not limited to, situations where a participant:
Fails to follow safety instructions or rules.
Appears to be under the influence of alcohol or drugs.
Behaves in a manner that puts themselves or others at risk.
Is otherwise considered unable to participate safely.
6.6. Clothing and equipment
Participants must wear clothing and footwear appropriate for their chosen activity and comply with any specific clothing or equipment requirements communicated by The SHAC.
The SHAC reserves the right to refuse participation where a participant is not appropriately dressed or equipped.
6.7. Weather conditions
The SHAC’s activities generally operate in a range of weather conditions. Activities may be suspended, modified or cancelled in conditions including high winds, lightning, heavy ice or snow, or where other conditions make participation unsafe.
Any cancellation or closure will be dealt with in accordance with Section 4 and applicable law.
6.8. Refusal or withdrawal from participation
No refund or compensation will be payable where a participant is refused admission, removed from an activity or chooses not to participate or complete an activity for reasons covered by this section, subject to any rights the participant may have under applicable law.
7. Liability and Responsibility
7.1. Participant responsibility
Participants are responsible for acting within their abilities, following safety instructions and taking reasonable care of their own safety and that of others.
The SHAC accepts no responsibility for loss, damage, injury or expense to the extent that it arises from a participant’s misuse of equipment, abuse of an activity, failure to follow safety instructions or other irresponsible conduct.
7.2. Limitations of liability
To the fullest extent permitted by law, The SHAC’s liability for loss, damage or expense arising from participation in its activities or use of its products is subject to the limitations set out in these Terms and Conditions.
Nothing in these Terms and Conditions excludes or limits any liability that cannot lawfully be excluded or limited, including:
Liability for death or personal injury caused by The SHAC’s negligence.
Liability for defective products where applicable under the Consumer Protection Act 1987.
Any other rights or remedies that cannot lawfully be excluded or restricted.
Nothing in this section affects any mandatory consumer rights.
7.3. Property and third-party facilities
The SHAC operates at Buckland Park Lake, where facilities are provided and managed by third parties.
To the extent permitted by law, The SHAC is not responsible for loss of enjoyment, additional expenses or other losses arising from the independent actions, rules, policies or arrangements of site owners or facility providers.
When parking is available, vehicles are left at the owner’s risk and are subject to the relevant provider’s conditions and any applicable parking charges.
7.4. Financial limit of liability
Except where liability cannot lawfully be excluded or limited, The SHAC’s liability under these Terms and Conditions shall be limited to the charges paid to The SHAC for the relevant booking.
7.5. Death or incapacity
Subject to applicable law, these Terms and Conditions shall continue to apply, where relevant, following a participant’s death or incapacity and shall be binding upon their respective personal representatives, heirs, executors, administrators and assigns.
7.6. Third-party rights
Except as provided by applicable law, a person who is not a party to the booking agreement shall have no right to enforce these Terms and Conditions under the Contracts (Rights of Third Parties) Act 1999.
8. Privacy and Personal Information
8.1. The SHAC’s Privacy Policy forms part of the information governing how personal information is handled in connection with bookings and participation.
8.2. You can read the Privacy Policy here on our website.
9. Changes to Activities and Operating Arrangements
9.1. The SHAC reserves the right to make reasonable changes to its activities and operating arrangements where necessary, including changes required to comply with applicable legislation, statutory requirements or safety standards.
9.2. Where changes affect a booking, The SHAC will use reasonable endeavours to communicate relevant information to affected customers.
9.3. Any cancellation resulting from such changes will be handled in accordance with Section 4 and applicable law.
10. General Legal Provisions
10.1. Severability
If any provision of these Terms and Conditions is found to be unlawful, invalid or unenforceable, that provision shall be severed to the extent necessary. The remaining provisions shall continue in force, so far as legally permissible.
10.2. Amendments to these Terms and Conditions
The SHAC reserves the right to update these Terms and Conditions from time to time. Updated versions will be published on The SHAC’s website.
Changes will not apply retrospectively to existing bookings unless agreed by the parties or otherwise permitted by law.
No variation to these Terms and Conditions shall be binding unless agreed in writing by The SHAC, subject to any applicable statutory rights.
10.3. Errors and omissions
Any typographical, clerical or other error or omission in a booking confirmation or other documentation issued by The SHAC, including electronic documentation, may be corrected by The SHAC, subject to applicable law.
10.4. Governing law and jurisdiction
These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.
The courts of England and Wales shall have jurisdiction over disputes arising in connection with these Terms and Conditions, subject to any mandatory legal provisions concerning jurisdiction or consumer rights.