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 session is more than 14 days away. All timings are counted back from your session start time, and every fee is per booking. If you contact us exactly on a cut-off (14 days, 72 hours or 24 hours before your start time), the shorter-notice option applies. Booking value means the total you paid, including hire and add-ons, but not retail items. Closer to the day, you can still change your booking or swap it for a gift card.

How far away is your booking?

Select the option that applies to your original session.

If we cancel your session: none of the fees below apply. We’ll email you with three options (a full refund, a free reschedule, or a gift card for the full amount) and you have 28 days to tell us which you’d like.

Your options at a glance

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

1

More than 14 days away

Cancel
Refund minus £10
Change it yourself
Free via MyTickets (you pay any price difference)
Ask us to change it
£5 admin fee
Gift card
Booking value minus £10
2

3 to 14 days away

Refunds are no longer available
Change it yourself
Free via MyTickets (you pay any price difference)
Ask us to change it
£5 admin fee
Gift card
Booking value minus £10
3

24 to 72 hours away

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

Less than 24 hours away

Refunds are no longer available
Email us to change it
50% of the whole booking, including hire (min £5)
Gift card
50% of your booking value (we keep 50%, min £5)

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

Email us if you can’t use MyTickets, or if your session is 72 hours away or less, and follow the instructions in our automatic reply. Check the date and time you want are available first.

  • Send your booking ID.
  • Send the exact new date and time.
  • Pay the emailed invoice and any price difference before you arrive. Your new session is confirmed once paid.
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.
  • Refunds go back to your original payment method within 24 hours (your bank may take a few days to show it).
  • Gift cards are valid for 12 months.
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.
Bookings with their own terms Corporate away days, school bookings, private functions (lake and meeting room hire) and memberships have their own cancellation terms. Check their page or your booking agreement.
Weather If we are open, these rules apply whatever the weather. If we cancel a session, you get a full refund, a free reschedule or a full-value gift card.
Once your session has started We can’t make any changes, refunds or gift cards after your session start time, so please contact us before it begins. This includes sessions you missed or arrived too late for.
Whole bookings only Changes, cancellations and gift cards apply to the whole booking. We can’t remove individual people or tickets from a booking.
Illness The same rules apply if you or someone in your group is unwell. Contact us before your session starts to change your date or swap to a gift card under the usual fees.
No-shows and late arrivals If you don’t attend, the booking is lost. Late arrivals may not be able to join once a session has started.
Cooling-off The 14-day cooling-off right for online purchases doesn’t apply to activities booked for a specific date.

To keep prices fair for everyone, we apply these rules to every booking.