General Terms and Conditions

White Water Active is committed to the provision of the highest possible level of customer service.
We recommend that you read the following terms and conditions which form the basis of our contract between us, White Water Active (WWA) and you, the purchaser.
We are always available on 01978 860763, during office hours, if you have any queries.

Activity and Accomodation Bookings:

All activities and accomodation must be paid for in full at the time of booking. This payment is Non-refundable in the event you wish to cancel the booking. Please ensure that you have adequate insurance to cover the cost of your booking in full. Insurance for UK based holidays and activities may be purchased at a number of on-line sites.

Voucher Validity:

White Water Active's Gift Vouchers are valid for a period of twelve months from date of purchase/validation (whichever is the later).

If you cannot redeem the voucher within this period then, at our sole discretion, the voucher may be extended for an agreed period. In this event an administration fee of £10.00 will apply.

No gift vouchers will be issued until payment has been received in full.

Activity Timings:

All timings contained within this web site or in our printed marketing material are given as a guide only. These timings may vary and you should contact us on 01978 860763 in office hours to confirm them in advance if necessary for your own planning purposes.

Age, Size and Health Restrictions:

For the purposes of your safety it is your responsibility to inform us before undertaking any event of any relevant medical concern that may make it inadvisable for you to undertake any activities with us.

Please see specific details on each activity page for details of any height or size restriction relating to that activity.

Prices:

We reserve the right to alter our prices at any time and without prior notice.

Discounts:

All discounts are at the managements discretion and we reserve the right to change or remove special offers without prior notice. All requirements must be met in full before customers qualify for any discounted rates. Requirements include but are not limited to: correct discount codes being quoted, proof of age (Family discount), or minimum group sizes, where applicable. If you think a discounted rate should have been applied to your booking please email proof of your request for a discounted rate that was made at the time of booking to enquiries@whitewateractive.co.uk with a full explanation of why you feel you were overcharged. Discounted rates cannot be applied retrospectively. If you do qualify for any discount you will receive a reply in writing within 14 days.

Cancellation Policy:

All Activity bookings must be paid for in full at the time of booking.

Changes to your booking - We cannot refund any payments if you change your mind after the booking has been finalised. If you wish to change any details of the booking (Date, time or type of activity) we reserve the right to make an administration charge of £10 per person. Changes will only be allowed given a minimum of 1 weeks notice, and are dependant on availability. If you wish to add numbers of people to your booking please give as much notice as possible as we cannot guarantee availability at short notice.

Client non-attendance - If you are experiencing difficulties in attending an activity due to personal problems, car problems or traffic cnditons please inform us at your earliest opportunity. We may be able to help by moving your session. However we cannot be held responsible for your inability to attend if the reasons are outside of our control. We strongly advise you take out a travel insurance policy which covers activities of this sort in case you lose money as a result of such an occurrence.

Client unable to take part - If the client cannot take part in any activity due to either physical impairment (including but not limited to injury or illness) we will be unable to offer a refund. If you are aware of any reason why you may not be able to take part please give us advance warning in order that we may advise an appropriate course of action. If you are suffering from any illness or injury at the time of booking we advise you not to cnfirm your booking until you have been given the all-clear by your doctor. If you are refused an activity due to being under the influence (or appearing to be under the influence) of drugs or alcohol, no refund will be issued.

Weather conditions -  By their nature some of our activities are subject to weather conditions. The weather is unfortunately outside of our control. On the rare occasions where conditions make it impossible for us to provide the activities within our strict safety guidelines we may need to cancel them. If we have to cancel for reasons outside of our control, we will tell you as soon as possible and will offer you either an alternative activity or reschedule your activity. White Water Active is unable to reimburse travel, accommodation or other incidental expenses incurred by you in attending an activity which is cancelled for any reason.

Safety - We reserve the right to reschedule or relocate any activity if we feel it would be in the interests of our clients safety.

Cancellations due to our inability to provide an activity - If we are unable to fulfill our contract to you in providing a service due to lack of instructors or equipment we will first attempt to provide a satisfactory alternative activity. If this is not possible on the day of the planned activity then the customer will be asked to write in to head office to request a refund. The customer will need to get a writtten statement from the duty manager confirming this in detail. White Water Active is unable to reimburse travel, accommodation or other incidental expenses incurred by you in attending an activity which is cancelled for any reason.

Customer dissatisfaction - Please read our customer care policy below.

General - Should the management decide that any situation qualifies for a full or partial refund (or provision of goods or services in lieu of an activity) this will be on an individual basis. Groups must be aware that any mambers of the group able to attend and take part in an activity should do so. Deciding not to take part will not qualify for a refund under any circumstances.

White Water Active is unable to reimburse travel, accommodation or other incidental wexpenses incurred by you in attending an activity which is cancelled for any reason.

Jurisdiction:

These terms and conditions do not affect your statutory rights as a consumer and are governed in accordance with English law. The purchaser and White Water Active agree that any proceedings are under the jurisdiction of the English courts. All of the clauses and sub clauses of our terms and conditions are independent of one another. If one clause is invalid or unenforceable then this will not affect any other clause or sub clause.

White Water Active Customer Care Policy

Section 1

1. The policy is intended to:

·                         Define the minimum standards which customers should expect at any event organised by White Water Active.

·                         Outline how supervisors and managers should behave when dealing with customers.

·                         Outline how serious incidents involving disruptive patrons should be handled.

·                         Provide guidance on how staff should respond to dissatisfied customers.

·                         Provide guidance on supporting disabled patrons.  

 2. All patrons of White Water Active events are protected by human rights legislation, consumer law and by the contract entered into through the purchase of an activity / voucher. While these convey rights they also confer responsibilities on both White Water Active and its’ staff and on the patron.

3. The rights include:

·                         An activity as stipulated on the confirmation letter or promotional material.

·                         A safe environment.

·                         Protection from excessive behavior by other patrons.

·                         Courteous and respectful treatment by all White Water Active staff even when customers are rude, demanding and verbally aggressive.

 ·                         Provision of relevant and reasonable information such as the time and duration of an activity, the bill, location of toilets and  health and safety information.

·                         A means to identify the names of any staff.  

4. The responsibilities include:

·                         Respect for the rights of other patrons to enjoy the event.

·                         Adherence to conditions as stipulated on the confirmation letter or promotional materials or as set by the venue.

·                         Refraining from smoking.

·                         Not having consumed alcohol or being in a state which is causing annoyance or offence to other customers.

·                         Compliance with reasonable requests from other customers or staff.

·                         Refraining from using any photographic or recording devices when such permissions have not been expressly granted.

·                         Respect for the person and rights of all staff.

5. The principal function of all staff is to protect the health and safety of all customers and facilitate their enjoyment of an activity.
Staff should:

·                         Be familiar with the health and safety requirements of the venue especially standard and emergency exit routes.

·                         Provide information to customers about the venue, the activity and other relevant details. ·                         Listen sympathetically to complaints and try to resolve them or refer them to others who might.

         ·                         Give advice or guidance in a helpful tone.

     ·                         Refrain from aggressive, foul or abusive language regardless of any       provocation.                

         ·                         Avoid confrontation but try to resolve difficulties or secure support in any situation which has the potential to escalate.

     ·                         Refer problems which cannot be resolved to a supervisor.

     ·                         Be firm but pleasant when conveying information, advice or guidance which is contrary to the wishes of the customer.

     ·                         Not place themselves in any danger.   

6. The policy on dealing with the removal of disruptive patrons is included as Section 2 of this document.

7. The policy on dealing with dissatisfied customers is included as Section 3 of this document

8. The policy on the provision of services for disabled patrons is included as Section 4. 

Policy on Dealing with Dissatisfied Customers

Section 2

1. White Water Active attempts to meet the expectations of all patrons attending its activities but on occasions either in reality or perception this might not happen. In such circumstances every attempt should be made by any member of staff dealing with the customer to resolve any difficulties. If a member of staff does not feel empowered to resolve the difficulty then the matter should be referred to the next most senior colleague.

2. The nature of a complaint may be very specific to an individual but the most common areas, with possible remedial responses, are outlined below:

·                         Other customers are causing annoyance (assess the nature of the complaint and either bring to the attention of the other party, with reasonable advice, or convey to the complainant that the behavior is reasonable).

·                         Customer causing a risk to others by their behavior. (Advise the customer of the health and safety risks and seek their co operation or insist on compliance if there is a real and present danger).   3. There are matters which might cause a customer to complain but which are beyond the control of White Water Active. In such circumstances any response should be informative and polite with an emphasis on explaining the reasons why this is beyond the responsibility of the company.

Some such issues include:

·                         Lateness of arrival due to traffic or parking difficulties.

·                         Car park arrangements.

·                         Weather – which may affect the customer’s enjoyment or comfort.

·                         Distance traveled.

·                         Health and safety issues affecting the provision of the activity as planned, such as high water or heavy rain. 

4. All complaints which are written to the company will be answered as soon as possible after any details mentioned in the complaint have been investigated.Any customer making a telephone complaint should be advised of the company policy and be asked to put it in writing to the Business Manager, White Water Active, Mile End Mill, Berwyn road, Llangollen, Denbighshire, LL20 8AD .Any complaint made personally to a member of staff should be noted and passed to management. The complainant should be asked to put the complaint in writing.

5. Refunds are provided only under the following circumstances:

·                         Where the complaint has been brought to the attention of an White Water Active member of staff on the day of the activity.    The complainant should be advised to write to the company office referring to the event and enclosing either a copy of their invoice, confirmation letter or payment stub. The management will then investigate the customers complaint referring to the cancellation policy as detailed above. If the decision is made to refund any part of or all of the payment, a cheque will then be issued, or refund made to the card used to pay with.  

6. A complaint lodged after the day of an activity will not normally lead to a refund. In exceptional circumstances, and at the discretion of management, a refund,  partial refund or an offer of a voucher for another event may be offered on a ‘without prejudice’ basis as a gesture of good will.

7. No ancillary costs will be met in the event of a refund or partial refund being deemed appropriate.

8. In the event of a cancellation the cancellation policy will apply. (See above for more detail)

9. In the event of a postponement or a forced change of date customers will either be able to:

(I) Receive a voucher for another activity
(II) Choose another activity on the same day (depending on price and availability).

10. A refund will not normally be given in circumstances where the customer has been refused participation in an activity because of intoxication, disruptive or dangerous behaviour.

POLICY ON THE REMOVAL OF DISRUPTIVE PATRONS

Section 3

1. White Water Active pursues a policy of courtesy and persuasion in the management of any disruptive, dangerous or offensive behaviour by a patron. The more general policy on customer care requires that the rights of each individual are protected but when the action of one individual impacts adversely on another then action may be required to ensure safety and protect rights.

2. Staff should not approach a potentially dangerous or aggressive situation alone. Desirably a supervisor should be contacted to assess the situation.

3. When encountering a potentially dangerous or aggressive situation, supervisors/staff should carry out a risk assessment. Points to be considered include:

·                         Likelihood of the situation deteriorating

·                         Potential danger to other patrons

·                         Potential danger to staff

·                         Prospect of resolution without intervention

·                         Prospect of action being required

·                         Need for additional support

·                         Need for Police support

·                         Rules associated with removal

4. In the event that action is required the following hierarchy of responses should be used:

·                         Observation without intervention

·                         Friendly approach to provide advice

·                         More formal approach with statement of consequences for continual disturbance

·                         Ask the patron to leave the premises if there is a suitable exit route

·                         If this request is refused maintain an adequate staff presence to monitor the situation

·                         If there appears to be a continuing threat, seek Police assistance if it is available   

5. Only in extreme circumstances attempt a forcible removal. Only attempt this if  trained in how to do so. Such circumstances would include:

·                         Response to an attack by the patron on another patron or member of staff

·                         Breaking up a fight between patrons

·                         Where there is a real and present threat to health and safety

·                         Where the patron is intoxicated or under the influence of drugs and is presenting a risk or threat and might be easily removed

·                         When instructed to by the Director or higher ranking representative of White Water Active

·                         When assisting the Police   

6. The personal safety of the staff should at all times be a major factor in decision making.

7. A full report should be prepared by the most senior company representative present and submitted to the Company Director.

POLICY ON THE PROVISION OF SERVICES FOR DISABLED PATRONS

Section 4

1. Patrons with physical or other disabilities should, as far as possible, be treated in the same manner as those who are able bodied. Where this is insufficient to meet their needs then additional provisions should be made where this is possible and practicable.

2. Not all disabilities are obvious and staff should listen carefully to any patron who claims to have a disability and assess in a sympathetic manner.

3. There are three main support points for customers with disabilities:

·                         Booking appropriate activites and related information

·                         Accessing the venue (and egress)

·                         Enjoying the activity in an environment which is safe to them and others White Water Active is developing practices to support each of these but the precise detail of access and environment will vary from one venue to another.

4. Booking appropriate activities
The White Water Active sales staff can give details of how dedicated activities for patrons with disabilities can be booked. This generally involves an early decision on the space to be allocated for patrons in wheelchairs or those whose disability might prevent them from being in a general admission area. There is no marked disabled parking area, but cones may be used to allocate a relevant space if required.  Consideration must be given to the extra time or space required for changing facilities and for the  provision of the activity and thought given to any changes required as a result of the particular disability. The manager in charge on the day should carry out an advance risk assessment for the particular customer, and ongoing risk assessments throughout the activity.

5. Accessing the Venue
Where possible patrons with discernable disabilities should be brought to the front of a queue and admitted ahead of other patrons. Signage should direct them to any disabled café areas or other dedicated area and to toilets. Staff are advised to give both priority and assistance to patrons with disabilities in accessing the venue.

6. Enjoying the activity
The nature of the disability will vary and staff need to be mindful of the needs of the patron. Careful consideration should be given to the guide for the activity, priority being given to guides with previous experience of dealing with disabilities. If possible, at least one person accompanying the disabled patron should be accommodated on the activity.

7. In certain circumstances health and safety considerations may need to over-ride the wishes of a disabled customer. Such circumstances might include:

·                         Keeping aisles and exit routes clear

·                         Preventing a wheelchair being placed in an area which might cause a hazard or block an exit route

·                         Where a staff member believes that the customer might endanger him/herself  if allowed to take part in the activity. 

8. First Aid personnel should, if possible, be in attendance and staff should liaise with them to ensure back up if required.

9. Pregnant women are not disabled but should be offered whatever support is needed to protect them and provide for their needs as customers. Similarly, elderly patrons should have their needs assessed and provided for where possible.

10. White Water Active is developing information on relevant issues such as access to each standard venue.