Cancellations & booking amendments

Plans changed?

Use this simple guide to see whether you can cancel, change or convert your booking into a gift card.

Find my option Open MyTickets
Refunds are only available when your booking is more than 14 days away. From 14 days before your session, refunds are no longer available, but you may still have amendment or gift-card options.

How far away is your booking?

Select the option that applies to your original session.

Your options at a glance

The closer your booking is, the fewer options are available.

1

More than 14 days away

Cancel
Refund less £10 fee
Change it yourself
Free via MyTickets
Ask us to change it
£5 admin fee
Gift card
£10 deducted
2

Between 3 and 14 days away

Refunds are no longer available
Change it yourself
Free via MyTickets
Ask us to change it
£5 admin fee
Gift card
£10 deducted
3

Between 1 and 3 days away

Refunds are no longer available
Ask us to change it
£5 admin fee
Gift card
£10 deducted
4

On the day

Refunds are no longer available
Change your booking
50% of activity & hire fees
Gift card
50% of activity & hire fees deducted

Retail purchases remain available for collection on your next visit.

What do you need to do?

Change it yourself

Available when your booking is more than 3 days away.

Open MyTickets

Ask us to change it

Before contacting us, check that the date and time you want are available.

  • Send your booking ID.
  • Send the exact new date and time.
  • Pay the emailed invoice and any price difference.
Email us

Cancel or request a gift card

  • Send your booking ID.
  • Clearly state whether you want to cancel or receive a gift card.
  • Cancellation is only available more than 14 days before the session.
Email us

Price differences and Early Bird bookings

Your amendment fee covers the administration of changing your booking. It does not guarantee your original ticket price.

Example: If you purchased an Early Bird ticket at 50% of the standard price and move to a standard-priced session, you must pay the difference.
  • If the new session costs more, the difference must be paid before the amended booking is confirmed.
  • This includes Early Bird offers, promotional prices, off-peak to peak changes and later price increases.
  • If the new session costs less, no refund or credit will be given for the difference.
  • Your new session is not locked in until the administration fee and any additional balance have been paid.

Important information

Check availability first Visit the website, click Book Now and confirm that your requested date and time are available before contacting us.
Changes are not guaranteed If the requested session is unavailable, your original booking remains unchanged.
Paid fees are non-refundable Once an amendment fee has been paid, the request cannot be cancelled or refunded.
Every new request carries a fee If you change the request again after paying, another amendment fee will apply.
Same-day retail purchases Swim caps, anti-slip socks and other merchandise are not included in the 50% fee and remain available for collection.
Specialist bookings Some specialist or private bookings may be harder to move because of staffing, equipment and availability.

We apply these terms consistently and fairly to all customers. Making case-by-case exceptions would create additional costs and inconsistencies for other guests.