Terms and Conditions for Hangloose Adventure locations in Cornwall and Kent. By purchasing from our website or over the phone, you agree to abide by the terms and conditions of use thereof.
The placement of an order online for the purchase of our Gift Vouchers, Merchandise products and any activities indicates your acceptance of these terms and conditions.
TIMINGS
The booking time is your arrival time, if you are late, we may have to rebook you for another time. All customers should give themselves plenty of time to get to us, bearing in mind traffic, parking and then walking to our reception areas and then checking in.
For all our activities you may experience delays for multiple reasons including nervous customers and a change in weather/winds. We appreciate your understanding.
AGE + WEIGHT
You must fall within our operating weight and height limits so that harnesses and safety equipment fits properly. To ensure all customers meet the requirements you will be weighed at reception on arrival. Further information on activity-specific weight restrictions are below and refer to our refund policy should you not meet these restrictions.
- All participants under 16 must have a parent or guardian (over 18) onsite.
- All children under the age of 12 must be accompanied by an adult (16+) on Skytrek (Hangloose Adventure Eden).
- We require the ratio of 1 adult to 4 children under 12 years old for safeguarding. You are responsible for the children in your party whilst at the Hangloose site.
- Only participants will be allowed in the immediate operating areas of the activities. Separate viewing areas are available for friends and family.
- On average children under 10 years old, are likely to be too light for the activities. We recommend that you weigh them before booking an activity
ACTIVITY RESTRICTIONS AT HANGLOOSE ADVENTURE EDEN
Minimum Weight: 30kg / 4 Stone 7lb
Please Note: the minimum weight can be raised at any time for safety reasons
Maximum Weight: 120kg / 18 Stone 12lb
Please Note: the maximum weight can be reduced at any time for safety reasons.
Minimum Weight: 25kg / 3 Stone 13lb
Max weight: 120kg / 18 Stone 12lb
Please Note: the maximum of people on Gravity at any one time is 3. The maximum total weight of participants per swing is 250kg and must be balanced for safe operation. Instructors may separate groups into multiple swings and will determine the order and placement of participants.
Skytrek – Aerial Trekking
Minimum Weight: 25kg / 3 Stone 9lb
Max weight: 120kg / 18 Stone 12lb
Please Note: under 12s need to be accompanied by an adult (18+)
Minimum Weight: 25kg / 3 Stone 13lb
Max weight: 120kg / 18 Stone 12lb
Please Note: you must be 18+ to jump from the top platform. Big Air is a high impact activity and requires participants to be fit with no previous neck, back or joint conditions.
Climb – Climbing Experience
Minimum Weight: 15kg / 2 Stone 5lb
Max weight: 120kg / 18 Stone 12lb
Inverse – Zipline Backwards
Minimum Age: 8 Years Old
Minimum Weight: 45kg / 7 Stone 1lb
Please Note: the minimum weight can be raised at any time for safety reasons
Maximum Weight: 120kg / 18 Stone 12lb
Please Note: the maximum weight can be reduced at any time for safety reasons
SEE ALL OF OUR EDEN ACTIVITY GENERAL T&CS HERE
ACTIVITY RESTRICTIONS AT HANGLOOSE ADVENTURE BLUEWATER
Skywire – Zipline
Minimum Age: 8 Years Old
Minimum Weight: 35kg / 5 Stone 7lb
Please Note: the minimum weight can be raised at any time for safety reasons
Maximum Weight: 120kg / 18 Stone 12lb
Please Note: the maximum weight can be reduced at any time for safety reasons.
We are currently operating on 2 lines, line 3 and 4 are subject to availability please ask on the day or let us know in advance.
Inverse – Zipline Backwards
Minimum Weight: 45kg / 7 Stone 1lb
Minimum Age: 8 Years Old
Please Note: the minimum weight can be raised at any time for safety reasons
Maximum Weight: 120kg / 18 Stone 12lb
Please Note: the maximum weight can be reduced at any time for safety reasons
Minimum Weight: 35kg / 5 Stone 7lb
Max weight: 120kg / 18 Stone 12lb
Skytrek – Aerial Trekking
Minimum Weight: 30kg / 4 Stone 10lb
Max weight: 120kg / 18 Stone 12lb
Skydive – Outdoor Skydive Machine
Maximum Weight: 120kg / 18 Stone 12lb
Due to uncertainties in the power market and the high energy consumption of the skydive machine, Hangloose reserves the right to charge a surcharge should the price increase. We will endeavour to contact participants in advance, but the surcharge would be payable in advance failure to do so may result in withdrawal of the activity at which point a refund will be payable. We regret this step, and will do everything in our power to avoid and minimise the surcharge.
Wild Swimming
Minimum Age: 18
Please Note: A tow float is required for all participants and wetsuits will be required in water temperatures less than 12 degrees centigrade unless approved by management. Wetsuits are available to hire on site if swimmers do not have their own. Swimmers must also watch the induction video and confirm understanding before swimming. Swimmers must also be able to swim 100 metres unaided.
Inflatable Aqua Park
Minimum Age: 7Minimum Height – 1.2 metres
Please Note: Ages 7 – 12 must be accompanied by an adult at a ratio of 1 adult to 4 children. Buoyancy aids are mandatory (provided)
Participants must be able to swim a minimum of 50 metres unaided to participate. Participants must wear a wetsuit in temperatures lower than 12 degrees centigrade. Participants may bring their own wetsuits or they are available to hire on site.
SEE ALL OF OUR BLUEWATER ACTIVITY GENERAL T&CS HERE
Health + Fitness
All participants must be reasonably fit and healthy. All our activities require limited physical activity and are considered ‘adventurous’ and therefore you accept that there is always a small risk of injury, particularly if you do not follow the instructions given.
If you are pregnant, we strongly advise you not to take part in any of our activities.
If you suffer from any conditions listed below please consult your Doctor before booking so they can advise whether you should take part. You must make an instructor aware of your condition and that a Doctor has confirmed you are fit to take part:
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Any medical conditions that require medication to be kept on you
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Recent surgeries
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Any neck, back, shoulder or chest injuries
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Epilepsy or recent fits or blackouts
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Severe & recurrent disabling giddiness and Vertigo
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Heart conditions requiring medication
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Removable hearing aids and medication that needs to be kept with you will need to be secured in one of our bags so please inform your instructor as soon as possible.
You may be unable to participate on some activities if you have the following medical conditions:
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Skywire – Undergone a Tracheostomy
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Giant Swing – Stoma Bag Implant (for other activities please ensure staff have been informed in advance)
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Outdoor Skydive – Shoulder Injuries
A waiver will be sent prior to your booking, this will determine your eligibility for specific activities.
For safety reasons you cannot take part if we suspect you of being under the influence of alcohol or drugs. You will not get a refund should you arrive unable to take part due to this.
Clothing + Baggage
It is the responsibility of all participants to ensure that they are dressed appropriately, and wear clothing suitable for the weather conditions and the activities, and that they do not mind getting damaged.
The following restrictions apply:
To prevent harnesses having contact with the skin and causing chaffing:
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Trousers or knee length shorts must be worn
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Tops must cover your shoulders – No crop, strappy, vest or tank tops
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Footwear must be closed-toe, flat design and secured appropriately – No sandals, flip flops, high heels, slip ons etc.
Items of clothing will be available on the day to purchase if you have not adhered to our restrictions.
All pockets must be emptied, including zip, button up or hidden pockets.
We provide lockers to store bags and loose items; however, we take no responsibility for the safety or security of your possessions.
Memberships
We offer both annual and monthly memberships for our Wild Swimming program. Please note that memberships are nonrefundable. The monthly membership is a minium of 3 months, each month this membership will automatically renew upon expiration. If you wish to cancel after your membership period ends, please contact us at least 14 days prior to the renewal date to ensure your membership is cancelled and does not auto-renew.
*Subscriptions and memberships will always be excluded from any promotional discounts
Photography + Video Footage
By booking your party grants us full rights to use images resulting from any photography/video filming, and any reproductions or adaptations of the images for publicity or other purposes. This might include (but is not limited to), the right to use them in printed and online publicity, social media, and press releases. If you do not wish to be photographed, please inform us.
Refunds, Cancellation + Moving Policy
All bookings and vouchers are non refundable.
However, if your booking is changed/cancelled by Hangloose Adventure due to the weather or for any other reason, we will offer you an alternative activity (this is subject to availability on the day), the chance to re-schedule or a full refund.
Up to 48 hours in advance before your booking, you can move the activity date, subject to availability, or postponed it, or have a credit on the account, or change to our other site free of charge. Any requests to change your booking must be made by telephoning the booking line: Eden 01726 812724 or Bluewater 01285 640600 or alternatively email: [email protected]
Within 48 hours if you want to make a change to your booking, for example change to a different day or postponed this will incur a £5 admin charge per person.
On the day if you have checked-in and used your time slot, but do not complete your activity (for example; you do not complete the Skywire despite reaching the dispatch tower and being harnessed), you maybe able to change to another activity depending on availability.
If you arrive at Hangloose Adventure and have not adhered to our Terms & Conditions that you would have agreed to when you purchased your activity, meaning you’re unable to participate (example: not wearing the correct clothing or do not meet the required age or weight limits), we will offer you an alternative activity. A refund will not be given.
A deduction of a 20% administrative fee applies if a refund is processed that is not due to the company’s fault. This fee will be deducted from the final value of the refund.
Where refunds are given, they will be centrally processed through our head office and will exclude booking fee applied to the original transaction. Please allow at least 14 workings days for refunds to be processed. We regret that we cannot offer refunds onsite at any of our locations.
Hangloose Adventure cannot provide refunds on vouchers purchased through third parties. In such cases, refunds are subject to the third party policies, and we recommend contacting them directly
Postponements
If your activity has been postponed, please note we can only keep the booking postponed for 6 months. If you have not re-booked within 6 months your booking will be cancelled.
Refunds are available for purchased packages based on the following criteria:
Our package system operates by charging the full price for the first named activity and a reduced price for the second named activity. The refund amount depends on which activity you are seeking a refund for. If the activity you’re requesting a refund for is the first named activity in the package, you will receive a full refund for its cost. However, if the activity is the second named one, the initial activity’s cost will be deducted from the total refund amount.
Booking fee
A Booking Fee is charged for purchases of experiences and vouchers made both online and over the phone. This fee is applied only once per transaction, regardless of the number, value included in a single order.
This fee helps us cover general overhead costs such as maintaining our website for online bookings, providing a telephone service. It also offsets the various credit card commissions and supports our hardworking staff. This fee is essential for us to provide outstanding customer service every day of the week
Digital Photo + Video Package
Sometimes there are unavoidable problems with technology. If there is an issue with your digital photos or video you will need to inform Hangloose Adventure within 3 days.
VOUCHER/PROMOTIONAL CODES
Promotional codes cannot be used in conjunction with other promotions. Terms & Conditions apply to these discounts and may vary through the year.
Promotional codes should not be shared with third parties who do not meet the criteria to claim the discount.
- All vouchers have a 12-month expiry date.
- You must book your activity for before the voucher expires.
- If a voucher has expired there will be a £5 admin fee per voucher to renew for a further 6 months only. Extension after expiring can happen, one time only.
UNSUITABLE CONDUCT
All participants agree to follow the directions of the instructors. Inappropriate behaviour towards anyone will not be tolerated and may result in your booking being cancelled without refund.
We reserve the right to refuse entry to anyone deemed unsuitable to participate, including those suspected of being under the influence of alcohol or drugs.
If you damage any company property by not following the rules, you will incur charges.
