terms and conditions
HANGLOOSE ADVENTURE
Last updated: September 2026
These Terms & Conditions apply to Hangloose Adventure locations in Cornwall and Kent.
By purchasing an activity, gift voucher, merchandise, membership or other product from Hangloose Adventure, whether online, by telephone or through another authorised booking method, you agree to these Terms & Conditions.
Please read these Terms & Conditions carefully before making a booking. By completing a purchase, you confirm that you have read and accepted them and that you are responsible for ensuring that all participants in your booking meet the relevant requirements.
Hangloose Adventure reserves the right to update these Terms & Conditions from time to time. The Terms & Conditions applicable to your booking will be those in place at the time of purchase, unless a change is required by law or relates to safety.
1. BOOKING AND ARRIVAL TIMES
Your booked time is your arrival time, not necessarily the time your activity will begin.
Please allow sufficient time for travel, parking, walking to reception, checking in and completing any required paperwork or safety briefing.
If you arrive late, we may be unable to accommodate your original booking time and may need to move your booking to another available time.
We cannot guarantee that late arrivals will be accommodated.
Activity timings may be affected by weather conditions, wind changes, operational requirements, instructor availability or delays caused by other participants.
We will make reasonable efforts to minimise delays, but cannot guarantee that activities will operate exactly to the advertised schedule.
2. AGE, HEIGHT AND WEIGHT RESTRICTIONS
All participants must meet the age, height and weight requirements applicable to their chosen activity.
These requirements exist for safety reasons and to ensure that equipment can be fitted and operated correctly.
Participants will be weighed on arrival.
Weight limits may be adjusted by Hangloose Adventure at any time where required for safety or operational reasons.
Children under 16 must be accompanied onsite by a parent or legal guardian aged 18 or over.
For safeguarding purposes, a minimum ratio of one responsible adult to every four children under 12 applies unless otherwise stated for a specific activity.
Children under 10 may not meet the minimum weight requirements for certain activities. We strongly recommend checking a child’s weight before booking.
Only participating customers are permitted within activity operating areas. Designated viewing areas are available for spectators where provided.
3. ACTIVITY- SPECIFIC RESTRICTIONS
Activity requirements differ between our locations and activities. It is your responsibility to check the requirements before booking. We operate a strict no refunds Policy should these not be met.
HANGLOOSE ADVENTURE EDEN:
Skywire – Zipline
Minimum age: 8
Minimum weight: 30kg
Maximum weight: 120kg
Minimum and maximum weight limits may be adjusted for safety.
Gravity – Giant Swing
Minimum age: 8
Minimum weight: 25kg
Maximum weight: 120kg
Maximum of 3 people per swing
Maximum combined weight: 250kg
Groups may be split and seating arrangements may be adjusted at the instructor’s discretion where required for safe operation.
Skytrek – Aerial Trekking
Minimum age: 8
Minimum weight: 25kg
Maximum weight: 120kg
Inverse – Backwards Zipline
Minimum age: 8
Minimum weight: 45kg
Maximum weight: 120kg
Minimum and maximum weights may be adjusted for safety
HANGLOOSE ADVENTURE bluewater:
Skywire – Zipline
Minimum age: 8
Minimum weight: 35kg
Maximum weight: 120kg
Minimum and maximum weights may be adjusted for safety.
We currently operate two lines. Lines 3 and 4 are subject to availability.
Please ask on the day or contact us in advance if you have a specific line preference.
Inverse – Backwards Zipline
Minimum age: 8
Minimum weight: 45kg
Maximum weight: 120kg
Minimum and maximum weights may be adjusted for safety.
Giant Swing
Minimum age: 8
Minimum weight: 35kg
Maximum weight: 120kg
Aerial Trekking
Minimum age: 8
Minimum weight: 30kg
Maximum weight: 120kg
The course consists of two levels: a lower trek approximately 5m high and a top trek approximately 10m high.
Outdoor Skydive Machine
Minimum age: 4
Minimum weight: 20kg
Maximum weight: 120kg
Due to potential changes in operating costs, Hangloose Adventure reserves the right to apply a surcharge to this activity where necessary. Any applicable surcharge must be paid before participation.
If the required surcharge is not paid and the activity cannot be provided, a refund for that activity will be offered.
Wild Swimming
Minimum age: 18
A tow float is required for all swimmers.
Participants must be able to swim 100m unaided.
Wetsuits are mandatory when the water temperature is below 12°C. Wetsuits may be available to hire onsite.
Inflatable Aqua Park
Minimum age: 7
Minimum height: 1.2m
Participants must be able to swim 50m unaided.
Buoyancy aids must be worn and are provided.
Participants aged 7–9 must be accompanied by an adult on the course at a ratio of one adult to a maximum of three children.
Wetsuits are required when the water temperature is below 12°C. Customers may bring their own suitable wetsuit or hire one onsite.
Participants must be in suitable general health and must not have a condition that could be aggravated by vigorous physical activity.
The Aqua Park is an adventure activity and carries an inherent element of risk.
5. HEALTH, MEDICAL CONDITIONS AND FITNESS
Our activities involve varying levels of physical activity and adventure. Participation carries an inherent risk of injury, particularly where safety instructions are not followed.
Participants must be reasonably fit and healthy and must be capable of safely participating in their chosen activity.
If you are pregnant, we strongly advise against participating in our activities.
Before booking, you should seek medical advice if you have, or have recently experienced, any condition that could affect your ability to participate safely.
This includes, but is not limited to:
A medical condition requiring medication to be carried during your activity
Recent surgery
Neck, back, shoulder or chest injuries
Epilepsy, recent fits or blackouts
Severe or recurring disabling dizziness or vertigo
Heart conditions requiring medication
Where appropriate, you must inform your instructor of your condition and confirm that you have received appropriate medical clearance before participating.
Activity-specific medical restrictions
Skywire: participation is not permitted following a tracheostomy.
Giant Swing: participation is not permitted with a stoma bag implant. Please inform staff in advance of any other relevant medical conditions.
Outdoor Skydive: participation is not permitted with shoulder injuries.
Hangloose Adventure reserves the right to refuse participation where we reasonably believe that taking part would present a safety risk.
6. ALCOHOL, DRUGS AND PARTICIPANT CONDUCT
For safety reasons, you must not participate if you are under the influence of alcohol, recreational drugs or any other substance that could affect your ability to participate safely.
We reserve the right to refuse or terminate participation where we reasonably suspect that a participant is under the influence.
No refund will be provided where participation is refused or terminated for this reason.
Participants must:
Follow all instructions given by Hangloose Adventure staff and instructors.
Behave responsibly and respectfully towards staff and other customers.
Follow all safety procedures and rules.
Not deliberately misuse, damage or interfere with equipment.
We reserve the right to terminate a booking without refund where a participant’s behaviour is unsafe, abusive, threatening, inappropriate or disruptive.
Where damage is caused to company property as a result of deliberate misuse, inappropriate behaviour or failure to follow instructions, we reserve the right to recover the reasonable cost of the damage.
7. CLOTHING AND PERSONAL BELONGINGS
Participants are responsible for wearing clothing suitable for both the weather and the activity.
Please note that clothing may be subject to wear and tear during participation.
Clothing requirements
Trousers or knee-length shorts must be worn to help prevent harness chafing.
Tops must cover the shoulders.
Crop tops, strappy tops, vests and tank tops are not permitted.
Footwear must be closed-toe, flat and securely fastened.
Sandals, flip-flops, high heels and loose slip-on footwear are not permitted.
Participants who arrive without suitable clothing will be required to purchase appropriate clothing onsite before taking part.
All pockets, including zipped, buttoned and concealed pockets, must be emptied before participating.
Lockers are free for bags and personal belongings. Hangloose Adventure does not accept responsibility for the loss, theft or damage of personal belongings, including items placed in lockers.
8. PHOTOGRAPHY AND VIDEO
Photography and video may be taken during activities for operational, promotional and publicity purposes.
By booking with Hangloose Adventure, you acknowledge that photography and/or video footage may be captured and used by Hangloose Adventure for publicity purposes, including online, social media, advertising, print and press.
If you do not wish to be photographed or filmed for promotional purposes, please inform us in advance of your activity and speak to a member of staff on arrival.
Please note that operational or safety-related photography/video may still be captured where necessary.
Purchased media
Media bundles purchased as part of a booking will include Hangloose Adventure branding.
Raw, unbranded footage is not available.
9. CANCELLATIONS, CHANGES AND REFUNDS
All bookings and vouchers are non-refundable, except where a refund is specifically provided for under these Terms & Conditions:
If Hangloose Adventure cancels your activity
If we are unable to operate your activity, for example due to weather or operational reasons, we may offer you:
An alternative date;
An alternative activity, subject to availability; or
A full refund.
Where we cancel an activity, we will communicate the available options to you.
If you change or cancel your booking
More than 48 hours before your booking
You may:
Reschedule your booking;
Postpone your booking
No administration fee will apply.
Within 48 hours of your booking
Changes will be made subject to a £5 administration fee per person, as well as any applicable difference in activity price.
On the day –
If you attend and check in but subsequently decide not to complete an activity—for example, you decide not to ride Skywire after being harnessed—we may, where operationally possible, allow you to transfer to another available activity.
This is subject to availability and does not guarantee a refund.
10. FAILURE TO MEET REQUIREMENTS
It is your responsibility to ensure that all participants meet the relevant requirements before booking.
If a participant cannot participate because they do not meet the requirements, including but not limited to – Age; Height; Weight; Clothing; Medical requirements; or Activity-specific restrictions.
we may offer an alternative activity where available.
We operate a strict no refunds policy should these no be met.
11. REFUNDS
Where a refund is agreed under these Terms & Conditions:
A 20% administration fee will apply unless the refund is due to an error or failure by Hangloose Adventure.
Original booking fees are non-refundable.
Refunds are processed by Head Office within 14 working days.
Refunds cannot be processed onsite.
Third-party vouchers are subject to the refund and cancellation terms of the third-party provider.
Where applicable, refunds will be made to the original payment method.
12. POSTPONED/ rescheduling BOOKINGS
Postponed bookings remain valid for 6 months from the date of postponement.
The booking must be rebooked within this period.
If the booking has not been rebooked within 6 months, it will expire and no refund will be provided.
Bookings may be rescheduled subject to availability. Customers have 12 months from the original booking date to use their booking, and any rescheduling must take place within this period.
Bookings cannot be repeatedly extended beyond the original 12-month validity period. Once the 12- month period has expired, the booking cannot be rescheduled, extended or transferred to a later date, and no refund will be provided.
Any rescheduling may be subject to the applicable rescheduling fee/and or price difference.
13. PACKAGES AND PARTIAL REFUNDS
Where a customer purchases a package containing multiple activities and does not complete one or more activities, any refund will be calculated using the value of the activities actually completed and the applicable price of those activities.
The package price will not simply be divided equally between the activities.
For example:
If a customer purchases a Skywire, Aqua Park and Trek package for £74.99 but does not complete the Trek, the applicable value of the Skywire and Aqua Park combination is £64.99. The refund would therefore be £10.00, before any applicable administration fee.
Similarly, if a customer purchases a Swing and Skydive package for £84.99 but does not complete the Skydive, and the applicable price of the Swing alone is £44.50, the difference would be £40.49, before any applicable administration fee.
The value of a package is therefore based on the applicable price of the activities used, rather than an equal division of the package price.
14. BOOKING FEE
A £3 booking fee per order applies to bookings unless otherwise stated.
The booking fee is charged once per transaction, regardless of the number of activities or participants included in the order.
The fee contributes towards the costs associated with processing bookings, including website and telephone services, payment processing and customer support.
For water activities where the booking fee is already incorporated into the advertised price, a separate £3 booking fee will not be added.
15. TICKET PLAN PROTECTION
If you choose to purchase TicketPlan protection, this is a separate product and is subject to TicketPlan’s own terms and conditions.
Any claim must be made directly with TicketPlan.
Hangloose Adventure is not responsible for assessing or paying claims made under the TicketPlan policy.
Customers must follow TicketPlan’s claims process and eligibility requirements.
The protection is optional and does not guarantee a refund in every circumstance.
16. DIGITAL PHOTO AND VIDEO PACKAGES
Digital photography and video packages are subject to the availability and successful operation of the recording equipment.
Technical issues may occasionally result in footage being missing, incomplete or corrupted.
Customers should check their footage as soon as possible following their activity.
Any issue with missing or corrupted footage must be reported to Hangloose Adventure within 3 days of the activity.
Where all purchased footage is unavailable due to a technical failure, a full refund of the affected digital media package may be provided.
Where only some footage is affected, Hangloose Adventure may, at its discretion, provide an appropriate partial refund or alternative resolution.
17. GIFT VOUCHERS
Unless otherwise stated:
Gift vouchers are valid for 12 months from the date of purchase.
The activity must be booked before the voucher expires.
Vouchers are non-refundable.
Vouchers cannot be exchanged for cash.
Vouchers cannot be combined with other promotions unless specifically stated.
Vouchers must not be shared with or transferred to parties who are not eligible for the applicable promotion or offer.
Expired vouchers
An expired voucher may be extended once for a further 6 months for a £5 administration fee, subject to our approval.
18. PROMO CODES AND DISCOUNTS
Promotional codes and discounts are subject to their individual terms.
Unless specifically stated otherwise:
Promotional codes cannot be combined with other offers.
Promotional codes must not be shared with customers who are not eligible.
Some activities, products and services may be excluded from discounts.
We reserve the right to withdraw or amend promotional offers where permitted by law.
Armed Forces, NHS, Student & Emergency Worker Discount
We currently offer:
10% at Eden
5% at Bluewater
for eligible members of the Armed Forces, NHS, students and emergency workers.
Valid identification may be required.
This discount does not apply to:
Monetary vouchers;
Wild Swimming memberships; or
Other products specifically excluded from the offer.
Returning Customer Discount
Customers with a valid returning customer code may receive 10% off eligible bookings throughout the year.
Exclusions include:
Merchandise; Booking fees; Media; Monthly and annual memberships; Pro Flyer minutes or subscriptions; Academy sessions; Events; and Gift vouchers.
19. MEMBERSHIPS
We offer monthly and annual Wild Swimming memberships.
Memberships are non-refundable.
Monthly memberships
Monthly memberships have a minimum 3-month term.
Memberships automatically renew each month after the minimum term.
To cancel, you must notify us at least 14 days before your next renewal date.
Memberships and subscriptions are not eligible for promotional or concession discounts unless specifically stated.
Bluewater Membership Referral Scheme:
To participate in the referral scheme:
The referrer must have held an active Hangloose Bluewater membership for at least one month at the time of the referral.
The referred customer must sign up for an eligible monthly or annual membership at Hangloose Bluewater.
The referral must be declared at the time the new membership is purchased.
Retrospective or late referrals cannot be accepted.
Referral reward
A verified successful referral earns the referrer a £50 cash voucher.
The voucher will be issued by email or in person following confirmation that the referral meets the scheme requirements.
Referral limitations
One voucher is issued per successful referral.
Multiple successful referrals may result in multiple vouchers.
Referral rewards cannot be combined with other promotions unless specifically stated.
21. SPECTATORS AND ACCESS TO ACTIVITY AREAS
For safety and operational reasons, only participating customers and authorised staff are permitted within designated activity operating areas.
Spectators must remain within designated viewing areas and follow all instructions given by Hangloose Adventure staff.
We reserve the right to restrict access to any area where necessary for safety or operational reasons.
22. WEATHER AND OPERATIONAL CONDITIONS
Many of our activities are affected by weather and environmental conditions.
We may delay, modify, suspend or cancel an activity where we believe conditions are unsuitable or unsafe.
This may include, but is not limited to:
High winds; Lightning; Extreme weather; Water temperature; Equipment or operational issues; or
Other circumstances affecting the safe operation of an activity.
Where Hangloose Adventure cancels an activity, the cancellation and refund/rescheduling options set out in these Terms & Conditions will apply.
23. SAFTEY AND INSTRUCTOR DECISIONS
Safety is our priority.
Our instructors and operational staff have the final decision on whether an individual is able to participate in an activity safely.
This may include decisions relating to:
Weather; Weight; Height; Equipment fit; Medical conditions; Clothing; Participant behaviour; Instructor assessment; or
Any other factor affecting safe participation.
An instructor may refuse or stop participation where they reasonably believe it is unsafe to continue.
Where a participant is unable to take part due to a failure to meet published requirements or because of their own actions, this will not entitle them to a refund.
24. RISK AND RESPONSIBILITY
Adventure activities naturally involve an element of risk.
By participating, you acknowledge that activities may involve risks including, but not limited to, falls, collisions, sudden movement, changes in weather and other risks associated with adventure activities.
You must follow all safety instructions, warnings and directions given by our staff.
Nothing in these Terms & Conditions excludes or limits any liability which cannot legally be excluded or limited under applicable law.
25. PERSONAL INFORMATION
Personal information provided when making a booking will be handled in accordance with our Privacy Policy.
We may need to use booking and participant information to:
Process and manage your booking;
Contact you regarding your booking;
Meet safety requirements;
Process payments;
Provide customer support; and
Meet our legal or regulatory obligations.
Please refer to our Privacy Policy for further information about how we use and protect personal data.
26. THIRD-PARTY PRODUCTS AND VOUCHERS
Where a booking, voucher, offer or product is supplied by or purchased through a third party, additional terms may apply.
Third-party vouchers are subject to the terms and conditions of the third-party provider, including their refund and cancellation policies.
Where there is a conflict between these Terms & Conditions and the terms of a third-party product, the relevant third-party terms may apply to that product.
27. COMPLAINTS PROCEDURE
At Hangloose Adventure, we take customer feedback seriously. If you have had an issue with your experience, we want to understand what happened and give our team the opportunity to investigate it properly.
Before submitting a complaint
Where possible, we ask that you raise any issues with a member of our team at the time of your visit. This gives us the opportunity to investigate and, where possible, resolve the issue while you are onsite.
If you were unable to raise the issue at the time, you can still submit a complaint using our complaints form below.
To help us investigate your complaint fairly and efficiently, please provide as much specific information as possible.
Please note: We ask that complaints are submitted by the person who experienced the issue or by the person who made the booking.
What happens next?
Once your complaint has been submitted, our team will review the information provided and investigate the circumstances where appropriate.
We aim to acknowledge complaints within 5 working days and provide a response within 14 working days.
Some complaints may take longer to investigate where we need to speak to staff members, review CCTV, booking records or other information. If this is the case, we will let you know.
We ask that customers provide all relevant information when submitting their complaint. If insufficient information is provided, we may need to request further details before we can investigate.
Important Information
We will always aim to deal with complaints fairly and reasonably.
Complaints should be made respectfully. We will not tolerate abusive, threatening or offensive behaviour towards our staff.
Where a complaint relates to an incident that was not reported to us at the time, we may have limited ability to investigate or verify what happened. This does not mean that the complaint will automatically be rejected, but it may affect the information available to us when reaching a decision.
Please note that submitting multiple complaints or correspondence regarding the same matter will not result in a different outcome unless new relevant information is provided.