Frequently Asked Questions
Planning your trip?
What to know before you go:
Is the water safe for swimming in?
Yes – The Aqua Park is only open to customers when the water quality is advised to meet EU Bathing Standards safety for activities to take place.
In all open freshwater in the UK there is a risk of catching infections and diseases, in particular for young children and those who are immunocompromised. Types of infections that are common include minor gastro-intestinal complaints, eye, ear and throat infections. Rarer but more serious diseases include E. coli O157, cryptosporidium, dysentery, Weil’s disease (leptospirosis) and hepatitis A. There is a very low risk of contracting these diseases, but they can cause serious, even fatal, illness.
What can be done to reduce the risks?
The risk of contracting serious illness is low but by taking sensible precautions, the risk of infection can be further reduced. You should:
Cover any cuts with a waterproof dressing;
Wear footwear to protect feet from cuts;
Avoid ingesting the water
Either; wash your hands with liquid soap and fresh water immediately after the activity,
Or; use hand sanitiser, especially before eating and drinking.
Wash or shower when you get home.
What should I do if I feel unwell after visiting the Aqua Park?
If you feel unwell after visiting Aqua Park, then please email us to let us know, especially if you are experiencing vomiting and diarrhoea, as soon as you can. Please advise us when you visited the Aqua Park, what symptoms you are experiencing and when you started to experience them.
Can I view my bookings and tickets online?
You can now create an online account to manage your bookings and season passes.
We recommended adding your tickets or season passes to your Apple/Goggle Wallet so they can be accessed easily without internet connection for a speedy check-in on the day of your visit.
What are your prices?
Important Travel information: 21st – 22nd August and 24th – 25th August
Please note important travel Information for your visit.
The Aqua Park will only be accessible from the Penarth Marina side of Cardiff Bay Barrage for your visit due to The Bay Series Event taking place near the Aqua Park.
The Aqua Park is situated 200m from Cardiff Bay Sailing Centre What3words: living.town.format
Penarth Barrage Car park: CF64 1TP or what3words: tracks.warm.jeeps
Please use the postcode above so you can park and walk to the Aqua Park.
You need to arrive at the Aqua Park at least 30 minutes before your session start time, so please plan your journey and allow for the walk times to get to us.
There is NO Access from Mermaid Quay:
21st & 22nd August closed from Mermaid Quay side between 15:00-23:30
24th & 25th August closed from Mermaid Quay side between 13:00-23:30
Thanks for your patience and understanding, we look forward to welcoming you for your visit!
Are refreshments available at Lakeside?
Yes. We have hot drinks from a vending machine and refreshments available from the ticket office. The boardwalk at Lakeside is only a 5min walk away overlooking the Lake with a chic atmosphere and plenty of dining options.
When is Aqua Park Cardiff open?
We are open:
OPEN Saturday and Sunday’s from 8th + 9th June
OPEN Friday Saturday and Sunday’s from 14th June – 16th June
CLOSED Mondays and Tuesdays from 17th June – 3rd July
OPEN 7 days a week from 3rd July – 2nd September
CLOSED Monday and Tuesday on the 2nd and 3rd of September
OPEN Friday Saturday and Sunday from 13th – 15th September
Click book a splash to see times and availability!
When is Aqua Park Lakeside open?
We are open:
Half-term 25th May – 3th June
Friday Saturday and Sunday through June
7 days from 8th July until 3rd Sept
Weekends only until 23rd September
Click book a splash to see times and availability!
When is Aqua Park Rutland open?
We are open:
Opening weekend Saturday 18th + Sunday 19th May
Half-term 25th May – 3rd JuneFriday Saturday and Sunday through June
7 days from 8th July until 9th Sept
Weekends only until 23rd September
Click book a splash to see times and availability
Carer tickets for season pass holders?
Seasonaires/Season Pass holders with a disability can make an application for a free Carer Pass that goes alongside the current Pass held.
We are committed to providing an enjoyable and safe visit for all our guests.
You can email us with proof of disability to make a Free Acompanying Carer Season Pass application. Once your application has been approved, you can make the booking online for the disabled guest, and email us to add the carer pass to the booking, you can not book a carer season pass online.
The Carer Pass is issued to the disabled guest and will have the name, date of birth and a photo of the disabled guest. It is therefore transferrable between carers and will not be bound to any specific carer. Please buy a Season Pass for the disabled guest and send proof of entitlement to us via email. The proof of entitlement accepted is the same as for a carer’s ticket (see previous section). Please note that a Carer Pass cannot be used without the presence of the disabled Passholder that it goes alongside. This is because the Pass is designed to offer assistance to the disabled guest only.
A carer must be over 14 years of age and capable of assisting the guest who has the disability. The carer would be expected to understand the disabled person’s condition and assist them in managing it for the duration of their visit. If more than one carer’s ticket is required, a letter from a GP or consultant is needed stating the number of carers required. The support must be due to disability-related needs.
Participating in water sports activities at the Aqua Park is vigorous and physically demanding. Please check the entry requirements to ensure that the activity is suitable on an individual basis and seek professional medical advice before booking.
For proof of disability, please provide any ONE of the following forms of documentation:
- Entitlement to Disability Living Allowance for children under 16 or DLA/Personal Independent
Payments (PIP) for those aged 16-64, either in the form of a letter stating that the benefit has been
awarded, or the actual Allowance book - Attendance Allowance or Carer’s Allowance letter of award
- Incapacity Benefit books, or a letter notifying the recipient that the benefit has been awarded
- Incapacity Benefit or Employment and Support Allowance (ESA)
- A valid Blue Badge
- In the case of visual impairment, a registration card known as the BD8 or a Certificate of Visual
Impairment (CVI) - A local authority registration document which is local to the attraction where it is being submitted
- Credibility’s Access Card
Do I need a Lifeguard qualification to apply as a Trainee Lifeguard?
No, we train our Trainee Lifeguards in the RLSS 3-day Open Water Lifeguard Qualification. After which we also train Trainees in the RLSS Aqua Park Module.
We sponsor candidates course fees provided you complete your seasonal contract and all training is completed prior to your first Lifeguarding shift on the Aqua Park.
What can I expect at a Duty Manager, or Manager interview?
We conduct first-stage interviews online, if you are successful we will then invite you to meet face-to-face. We are looking for natural leaders who can create the right working environment for our teams, so that they can in turn deliver the best experiences for our visitors at our parks, in a safe environment!
Please think about examples of how you can demonstrate a proactive approach with good judgement and forward planning in a commercial role.
We are also interested in people managing a sales team, or experience selling leisure activities and memberships!
Does my Lifeguard qualification need to be valid for the whole summer season?
If you already hold a recognised Lifeguarding qualification then ideally it should be valid for the whole of the summer in which you are applying to work.
Through the interview process we will check your qualification and its expiry date. You must commit to undertaking ongoing training and training updates as required.
What Lifeguarding qualifications do you recognise?
We work in partnership with the RLSS, The Royal Life Saving Society UK, who award recognised lifeguarding qualifications in the UK. Our training programme offers Open Water Lifeguard Qualifications.
You may apply if you already hold an NPLQ National Pool Lifeguard Qualification or NBVLQ National Beach Lifeguard Qualification, but you will need to undergo open water training with us.
We are unable to recognise qualifications obtained overseas, such as the ARC American Red Cross Lifeguard certification.
All successful applicants will undergo training onsite and undergo the RLSS Aqua Park Module.
Is there a minimum age in order to apply?
If you are age 16 or over then you can apply to work with us.
What experience do I need to apply?
Tell us about all of your work experience. We are especially keen to hear from people who have sales and customer service experience and have enjoyed working in a busy people-focused environment.
Can I apply if I don’t have a British National Insurance Number/British residence?
No. We are only able to employ people who have the right to work in the UK.
When do I need to be available from and to?
Ideally, you will be available for a full summer season from mid-May through until mid-September. We do have a small number of peak-season workers, from July to early September.
Please state your availability clearly in your online application form.
How do I make a good application?
Please upload all the required documentation, at the same time as your CV. Then in a few words tell us why you would like to work with us/what attracts you to the Aqua Park.
What can I expect at my interview?
We conduct the majority of our interviews online through Google meets. This is the most convenient way for most candidates, especially when people are studying at a different location from the one they want to work at.
Please log in for your interview from somewhere quiet, where you can concentrate. If you want to make a good impression then please be seated at a desk, rather than propped up on the sofa. Check the lighting, we want to see your face and your expressions.
Do some research, have a look at the website, talk to someone who has worked with us.
We are looking for enthusiastic people to represent our brand and our values. So be ready to showcase your knowledge of our product and explain how you would be an outstanding brand ambassador for us, through your role.
Where can I stay in Rutland?
Come and explore the county of good taste, there is a fantastic range of accommodations in Rutland, from camping to retreats and Resort hotels like Barnsdale Hall. Check out Discover Rutland for more info.
Where can I park at Lakeside?
Yes, we share car parking facilities with The Lakeside Shopping Centre, RM20 2AB. Lakeside has 13 car parks and 11,857 parking spaces including disabled and parent and child spaces. Passenger lifts and escalators give easy access from each car park directly to the shopping centre.
- Total car spaces: 11,857
- Disabled spaces: 427
- Parent & child spaces: 78
- Height restrictions: 1.98m
- Parking fee: Free
As you enter The Lakeside Shopping Centre, please drive just past the Aqua Park and Travelodge and park in the multi-storey car park on the right-hand side. The Travelodge car park is reserved for Travelodge customers only.
Are there changing facilities at Lakeside?
Yes, our Water Sports Centre has male and female changing facilities, with showers and toilets. Hairdryers are available in the women’s changing room. We recommend only using the Water Sports Centre after your session to shower, Please pack and prepare as you would for a day out at the beach. We advise arriving in suitable swimwear and bringing a changing robe/towel.
Where is Aqua Park Lakeside?
The Aqua Park is situated at Alexandra Lake, Lakeside Shopping Centre, West Thurrock, Grays, RM20 2AB
What3words: pots.income.kite
Spectating and dogs?
Spectators can watch from the shore and it is free to do so. However, please remember Animals are not allowed unless they’re assistance dogs.
Picnics at Lakeside?
Picnics & BBQ’s are not permitted along the shore of the Lakeside Shopping Centre. There are refreshments available in the watersports centre and we welcome you to bring your own re-useable water bottles. The Lakeside shopping centre has a wide choice of restaurants, cafes and bars to either grab a light bite or dine out after a session on the Aqua Park.
Is there anything else to do at Lakeside?
Loads! Shop until you drop!
We are within walking distance from Mini Port Boat hire, Putt Shack, Hollywood Bowl, Flip Out Lakeside, Lakeside Karting, and more! Find out the latest news, events and things to do at Lakeside here
Where do I park?
The Aqua Park is situated 200m from Cardiff Bay Sailing Centre. There is no parking on the Barrage.
You need to arrive at the Aqua Park at least 30 minutes before your session start time, so please plan your journey and allow for the walk times to get to us. It is accessible on foot or by bike from the Penarth side of the Barrage, or along the Barrage walkway past Porth Teigr on the Cardiff Bay side.
We recommend parking at The Barrage Car Park, Penarth, CF64 1TP. Please note parking fees are payable as follows: 1 Hour £2.00 2 Hours £3.00 3 Hours £4.00 4 Hours £5.00 5 Hours £6.50 6 Hours £8.00 7 Hours £9.50 8 Hours £11.00 Disabled – Free If this car park is full, we recommend Q park, Cardiff Bay Car Park, CF10 4DJ. Please note parking fees are payable as follows: 1 Hour £2.00 2 Hours £3.50 3 Hours £5.00 4 Hours £6.50 6 Hours £8.00 24 Hours £12.00
How to find Aqua Park Cardiff?
The Aqua Park is situated 200m from Cardiff Bay Sailing Centre. The site is not accessible via Cargo Rd and THERE IS NO PARKING ON THE BARRAGE.
You need to arrive at the Aqua Park at least 30 minutes before your session start time, so please plan your journey and allow for the walk times to get to us. It is accessible on foot or by bike from the Penarth side of the Barrage, or along the Barrage walkway past Porth Teigr on the Cardiff Bay side. Please note you cannot park at this address.
Disabled spaces are available in the car parks listed below and there are paved walkways the access the barrage but the distances are quite long. Please note The Aqua Park is a temporary attraction and we have no permanent facilities. The Aqua Park containers ticket office is situated on a grassy bank and the ground is quite sandy and uneven.
Penarth Barrage Car park: CF64 1TP
Mermaid Quay Car park: Stuart St, Cardiff CF10 5BS
What3words: living.town.format
Are there changing facilities?
Yes, there are communal changing rooms for both males and females. Please note there are no showers or hair dryers. We advise you to bring a changing robe just as you would take to the beach. Please pack and prepare as you would for a day out at the beach. We advise arriving in suitable swimwear and bringing a changing robe/towel.
Are there any refreshments available?
Yes. We have hot drinks and refreshments available from the Aqua Shack. Mermaid Quay is just a 15-minute walk away, overlooking the Bay and with a chic, cosmopolitan atmosphere. Mermaid Quay is where Cardiff comes to relax, with a wealth of restaurants, cafés, bars, and shops.
What if I am spectating?
Spectators can watch from the shore and it is free to do so. We recommend bringing camping chairs or picnic blankets as seating is limited.
Well-behaved Dogs are permitted on site, as long as they are kept on a lead and do not go in the water.
I’m coming in a Bus/Coach with my group, where to they park?
Each location is slightly different and coach parking varies, if you let us know your group size and vehicle type/numbers we can give you and your drivers the best advice prior to your visit!
I’m bringing a big group, is there anything I need to do?
Waivers: Send out waiver links to parents prior to arrival. Please send us a list of names and D.O.B’s atleast 24hrs before your visit so we can check you in before you arrive.
Arrive in good time: Organising a big group can be tricky, so arrive 45 minutes before your session start time to allow for a smooth check-in and time for changing!
When can I bring my students to the Aqua Park?
We accommodate school bookings in term time between the June half-term and the summer holidays.
You can also see the dates we are open and have sessions available on our book a splash page.
Our team can help you plan and book your school trip and arrange payment via invoice for those that aren’t able to book online.
If you have a group/school booking inquiry, please get in touch with your:
– Group size
– Group Type (school year, U15 sports team etc)
– Preferred date, time, and location
This will help our Aqua Park Heroes assist you quickly!
Where can I park at a Rutland Water?
There is plenty of parking outside Rutland Water Watersports Centre at the Whitwell Car Park: Bull Brigg Lane LE15 8BL
Please note parking Tariff (from 25th April 2024)
Up to 15mins – Free
Charge per hour (up to 6 hours) – £2.00
Over 6 hours – £15.00
Annual Car Parking Permit £75.00
*fees are subject to change from Anglian Water
What happens if I am late or stuck in traffic?
We are not responsible for your journey or traffic, which during weekends and bank holidays can be very slow. Unfortunately, we cannot get you onto the park if you miss your briefing session. We will try our best to help you, but we cannot be held responsible for your arrival, please remember there are no refunds.
Are there any showers or changing facilities at Rutland?
Please prepare for a day out at the beach as we an outdoor venue only, arriving in suitable swimwear and bring a changing robe/towel.
We provide large communal changing tents. These are basic male and female changing facilities, there are no showers. Toilets are available behind the Watersports Centre the Water Sports Centre changing rooms are unavailable to Aqua Park customers.
We advise only using the changing tents after your Aqua Park session.
What else can I can do, where can I stay?
Discover the county of good taste and see what’s on at Discover Rutland
Must I remove all jewellery?
Yes: All jewellery must be removed before you enter the park. This includes ALL removable earrings. If you have recently had any piercings we can provide tape to cover them.
We cannot take any responsibility for any lost items, so please keep them safe on shore!
Are there fish in the water?
Yes, there are many fish in the lake both large and small- but they don’t bite!
Can I BBQ or picnic at Rutland Water?
YES: Picnics are permitted anywhere on site, along with BBQ’s as long as they are not directly in contact with the ground. There is also the Harbour Café and a catering stand both on-site serving hot and cold food and drink.
What else is there to do at Rutland Water?
Rutland Watersports Centre Located next to the Aqua Park at Rutland Watersports Centre, you can kayak, canoe, paddle board, windsurf, sail, rent a rowing boat and even build a raft. Sykes Lane Beach, Mini Golf & Bugtopia Located just a 20 minute walk or 4 minute drive away from the Aqua Park and Whitwell creek entrance, it’s a great spot to unwind, light a BBQ and play some ball games after a session on the park. You will need a day ticket to get in/out the barrier, more information can be seen here. Rutland Cycling Located near to the Aqua Park, Rutland Cycling offers quality hire bikes, perfect for exploring up to 23 miles of traffic-free cycling around Britain’s largest man-made lake. Ideal for group bookings, families or just hire a bike on your own and explore the area. UK’s largest fleet of hire bikes, including electric bikes, adult mountain bikes, comfy cruiser bikes, tandems, children’s bikes, tag-a-longs and buggies, plus helmets, child seats and comfy saddle covers – you can even pre-book a Cyclists’ Picnic, including food, drink, basket and blanket. Book online or by phone on 01780 460705. Rutland Belle Located next to the Aqua Park at Whitwell creek, there is a pleasure boat cruise around Rutland Water, available for public or private hire at Fishing Although predominately a Trout fly fishery we do allow Predator fishing at certain times of the year. For those keen to hit the water, the Rutland Water Fishing Lodge is your starting point for boats, permits, tackle and tuition. Contact us or call 01780 686441 for more information or to book your boat. Camping Camping is also available onsite. Please go look online for bookings and enquiries.
Can I add wetsuit hire to a booking retrospectively?
Yes, you can do this online!
Create an online account to manage your booking.
- Login
- Go to my tickets tab using the ticket icon
- view upcoming bookings
- click view details: Click edit
- add additional tickets / items to the basket.
- Click checkout
- Update booking by making the payment
All bookings are non-refundable.
Can I buy a season pass for my child?
Yes! We recommend buying yourself one too so you can splash out with them! as a Season Pass buyer, please enter your details for payment. Then add the details of the minor into the pass holder’s name.
Then on your first visit, we will set up the name and photo ID of your child much like a gym membership whilst you hold the email confirmations and receipts.
Do you have Lifeguards?
We train our teams in-house in the UK’s premier Lifeguarding Qualification. Our teams are trained in the Royal Lifesaving Saving Society Open Water Lifeguard course and Aqua Park Module. This represents 4 days of training.
We are also UK Aqua Park Accredited Royal Life Saving Society venues.
All our sessions are overseen by our friendly team of lifeguards who help you make the most of your visit and keep you safe.
Can I wear shoes on the park?
You can wear wetsuit boots or shoes on the park, otherwise barefoot is fine. You cannot wear trainers or hard-soled shoes on the park. If you attend barefoot, please bring flip-flops or shoes to wear on site. You are not permitted to walk around the site barefoot.
Can I wear spectacles on the Aqua Park?
You cannot wear your spectacles on the Aqua Park for safety reasons. Prescription goggles are a good alternative.
Can I wear Fancy Dress?
Unfortunately, you cannot wear any loose clothing on the Aqua Park, therefore we do not allow any fancy dress.
However, we are still all about having fun! So you are welcome to wear brightly coloured swim hats, swimsuits, or budgie smugglers on top of your wetsuits which is a great way to stand out on a Stag or Hen!
Can I participate if I am pregnant?
If there is any possibility you might be pregnant, you should not take part.
What if it’s raining, windy or thunder storms forecast?
Rain: You can still take part in the rain- you are going to get wet anyway! The Aqua Park is great fun in the rain!
Wind: Wind speed and direction at our venues is continuously monitored through a dedicated weather station installed on-site. Real-time data will be accessible to staff responsible for enforcing this policy. When the weather station records wind speeds consistent with or exceeding Beaufort Force 6 for a sustained period, the park will be closed.
Thunder and Lightening:
- Safety First: The safety of all visitors is of utmost importance. When thunder and lightning are observed over the water, all activities will be temporarily stopped to ensure the safety of participants and staff.
- 20-Minute Wait: Activities will only resume after a visual confirmation that the storm has passed. Once the last lightning strike over the water has occurred, a mandatory waiting period of 20 minutes will be enforced before activities can resume. This waiting period is essential to ensure the safety of all involved.
- Constant Monitoring: Throughout the waiting period and the resumption of activities, weather conditions will be continuously monitored. If thunder and lightning resume during this period, the 20-minute wait period will reset, and activities will remain on hold until another 20 minutes have passed without any lightning strikes.
- Individual Consideration: The impact on ticket holders will be assessed on an individual basis in respect of refund and credits.
Notification: Aqua Park Group reserve the right to cancel or reschedule Your Session at any time when reasonably required with no prior notice due to severe weather. We will inform You as soon as reasonably possible if We need to cancel or reschedule Your Session. However, we cannot guarantee that you will be informed of such cancellation if you have not provided the correct contact details for your booking. In the first instances this will be via text and or email. You will receive a gift certificate for the value of Your Order which You can use to re-book for an available Session. The cancellation or rescheduling of Your Session does not automatically entitle You to a refund.
What Happens if my session is cancelled?
Please be aware that we may cancel your session at extremely short notice due to extreme weather such as high winds or water quality. If we, for any reason, do not accept or cannot fulfil your order then in the first instance, we will notify you of this via email and or text. If we have taken payment, the value of your booking will be credited to you in the form of an Aqua Park gift card as soon as possible to rearrange your booking.
How do I redeem a gift card?
Follow the book now button. Once you have selected the time, date, and number of tickets you would like, you will go through to the Order Checkout Screen.
You will see the “Redeem Gift Card” button. Simply press this button and enter the code from the gift card into the box that appears, and click “Apply”.
Can I phone you?
Our customer services are managed entirely via email. let us know as many details as possible about your booking Aqua Park Heroes will come to the rescue!
Can I get a refund?
All sales are final, non-transferable and non-refundable which is clearly stated throughout the booking process.
Carer tickets?
We are committed to providing an enjoyable and safe visit for all our guests. It is important to be aware that our decision-making is based on The Equality Act, and we help you communicate the types of reasonable adjustments you should be legally entitled to.
You can email us with proof of disability to make a Free Carer Ticket application. Once your application has been approved, you can make a booking online for the disabled guest, and email us to add the carer ticket to the booking, you can not book a carer ticket online. Please allow at least 48hrs for us to be able to review your request. Applications made under this time frame to your booking will be reviewed on a ‘best effort’ policy by the customer service team.
A carer must be over 14 years of age and capable of assisting the guest who has the disability. The carer would be expected to understand the disabled person’s condition and assist them in managing it for the duration of their visit. If more than one carer’s ticket is required, a letter from a GP or consultant is needed stating the number of carers required. The support must be due to disability-related needs.
Participating in water sports activities at the Aqua Park is vigorous and physically demanding. Please check the entry requirements to ensure that the activity is suitable on an individual basis and seek professional medical advice before booking.
For proof of disability, please provide any ONE of the following forms of documentation:
- Entitlement to Disability Living Allowance for children under 16 or DLA/Personal Independent
Payments (PIP) for those aged 16-64, either in the form of a letter stating that the benefit has been
awarded, or the actual Allowance book - Attendance Allowance or Carer’s Allowance letter of award
- Incapacity Benefit books, or a letter notifying the recipient that the benefit has been awarded
- Incapacity Benefit or Employment and Support Allowance (ESA)
- A valid Blue Badge
- In the case of visual impairment, a registration card known as the BD8 or a Certificate of Visual
Impairment (CVI) - A local authority registration document which is local to the attraction where it is being submitted
- Credibility’s Access Card
Once we receive your application our team will review your supporting documents. This is not the same as other decision-making systems you may be used to such as claiming disability benefits.
For this reason, the threshold for making decisions is high and each adjustment we consider must have an appropriate description of need and supporting evidence.
I’m differently-abled, can I take part?
We welcome visits by differently-abled people to the Aqua Park and endeavour to do all that is possible to provide a safe and enjoyable experience for all. If any Attendees have any special requirements, You should inform us of this before placing an Order.
Participating in water sports activities at the Aqua Park is vigorous and physically demanding. Please check the entry requirements to ensure that the activity is suitable on an individual basis and seek professional medical advice before attending. Please see our accessibility page for more information.
Are there any concessions for NHS, Military, blue light?
The discount available to Blue light / NHS and military service personnel is FREE wetsuit hire saving you up to 25%.
Max redemption = 4 suits per booking) Alternatively, you can receive a £5 discount from our sales wetsuit where we provide them.
There is no discount on tickets or annual passes currently. This is an on-the-day offer only. If you have paid for hire online in advance no refund is given, so please just reserve your tickets online and bring your work card with you to redeem this at the Ticket Office.
Other OFFERS are available to our partners, check out the offers page for more information.
Raffle prizes and donations?
Each month our organisation receives dozens of approaches and donation applications. In view of the growing number of requests we receive, we have now created a short guide to our donations policy – the scope of which is to provide background on the cause(s) we support and how we will consider all future requests.
Overall Policy Aqua Parks Group seeks to contribute to the communities in which we live and work in a number of ways. In addition to providing employment opportunities and minimising our environmental impact, we aim to provide individuals and families with the opportunity to get fit and enjoy outdoors Watersports activities. We would like to be able to donate to all of the worthy registered charities that contact us, but the high demand inevitably means we have to limit our donations. We have decided that In order to achieve the best effect we will focus on a single charity of choice over a two-year cycle and we will review our policy each year to monitor impact and effect. 2023-2025 period – please note that we have selected a charity as a focus of all of our donations and this charity is Above Water, as a result, no further donations of any kind will be considered. For more information on what Above Water Responsibility for the coordination of sponsorship lies with the Directors of The Aqua Parks Group. The donations fund is therefore focussed on registered charitable organisations that: Work across the community close to operational sites and/or have connections to the industry in which we operate.
What we fund We will only consider applications from charities and non-profit organisations that demonstrate how a donation will enhance the well-being or safety of people through improved /health/welfare or environment. Your organisation must be a registered charity and working in: Health Education and wellbeing Environment-based or working in or around our area of operation.
What we will not fund Individuals who are looking for sponsorship for fundraising activities of any type of political organisation and campaigns or any initiative that is outside of the criteria outlined above.
How to apply If your organisation and proposed funding initiative fit our criteria please submit your donation request by email to cs@aquaparkgroup.co.uk We are unable to respond to applications sent via post.
Timescales We review applications once every two years. The next meeting will be in December 2023. To submit a donation request on behalf of your chosen event or cause, please tell us a little about your cause and your intended use of any donation we make. If you have a letter confirming your status from the Charity Commission, stating that it is a registered charity, this should also be submitted to us.
What is your photography policy?
Thanks for your message regarding photography at the Aqua Park.
Unless it is expressly prohibited, you are permitted to take photographs and recordings at the Aqua Park provided that these are solely for private use and are not sold or used for any commercial or public purpose.
By accepting these Entry Conditions, you acknowledge that Aqua Park Group may request access to photographs taken and video footage captured by you.
If they are deemed to be offensive to or infringe the privacy of other guests and/or staff we will request that they are deleted. By accepting these Entry Conditions, you agree not to intentionally photograph and/or capture video footage of any individual without that person’s permission and you must adhere to all photography/filming restrictions in place from time to time whilst at the Park.
From time to time Aqua Park Group or other authorised parties carry out photography and/or video recording which may feature Attendees. Entry to the Aqua Park is deemed acceptance of these Entry Conditions, and you, therefore, agree that Aqua Park Group or any authorised Third Parties, partners and or Media may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. (However, you may object to such use by specific request to cs@aquaparkgroup.co.uk)
Waivers?
Waivers must be completed by all attendees, or their parent/guardian if they are under 18, before arriving on site.
Any waivers completed at the Ticket Office will be charged a £5 administration charge.
The link to this is found in your order confirmation or website menu.
Can I cancel or move my booking?
You can reschedule your Ticket Booking online at no extra cost provided your Session is more than 7 days away.
Create an online account to manage your booking.
1. Login
2. Go to my tickets tab using the ticket icon
3. view upcoming bookings
4. click view details: Click Reschedule
5. Select a new date and time, do not add additional tickets to the basket.
6. Scroll down to Re-schedule 1 item: click checkout
7. Update booking without further payment
All bookings are non-refundable.
We endeavour to assist all of our visitors, a ‘best effort’ policy applies to rescheduling requests under 7 days’ notice and there are no guarantees changes can be made at short notice.
If you are unable to attend, please contact our customer service team on customerservices@aquaparkgroup.co.uk, and they will process your cancellation.
How do I add tickets to my booking?
To add more tickets to your booking, simply book the required amount of tickets online under a new booking. You do not have to do this on the same account. As long as all tickets are booked for the same time and date session, you will all attend as a group.
Or you can Create an online account to manage your booking.
- Login
- Go to my tickets tab using the ticket icon
- view upcoming bookings
- click view details: Click edit
- add additional tickets / items to the basket.
- Click checkout
- Update booking by making the payment
All bookings are non-refundable.
Do you offer a Group Discount?
Yes, Group discounts are available for groups and Schools with 10 or more people. Check the group bookings page for more information!
Can I bring my waterproof camera?
YES: all cameras, such as GoPro’s, MUST be secured by a chest harness or small handheld mount. No neck straps or selfie sticks are permitted.
We cannot be held responsible for any lost devices – wearing a camera is at your own risk. If lost, the water is very deep in excess of 6m in places, and the camera will not be found.
What are the terms and conditions of Season Passes?
When are the season passes valid?
The passes are valid for the whole summer season across all our locations during the calendar year they are purchased in.
Our season runs from May through September and opening times may vary, please see the bookings page for opening times.
Usage Limits: You are able to book or attend a maximum of 2 FREE bookings per week, per season pass holder.
The week runs 00:01 Sunday – 23:59 Saturday. Season passes are personal and non-transferable, just like a gym membership!
How do I redeem my season pass?
Once you’ve purchased your pass(es), you’ll be sent your personal season pass code that you can use to redeem on Seasonaire sessions.
Season pass holders are allocated a select number of tickets at every session start time we have available (every 20 minutes). Season passes are not redeemable on general admission tickets. You can buy multiple passes from one account so managing a family pass is easy.
On your first visit to the Aqua Park, our team will set up profile photos for the seasonaires at reception. Each pass is personal and non-transferable, much like a gym membership.
Wetsuit hire is not included in the season pass.
What does being a standard or SUPER season pass holder give you?
A season pass gives you admission to the 3 of the UK’s Ultimate Aqua Park locations for a whole season full of thrills and spills!
As a standard season pass holder (seasonaire as we like to call them) you can book Seasonaire 1hr sessions on any day we are open, at any 3 locations for FREE!
As a SUPER season pass holder (super seasonaire) you can book Seasonaire 2hr sessions on any day we are open, at any 3 locations for FREE!
Usage Limits: You are able to book or attend a maximum of 2 FREE bookings per week, per season pass holder.
The week runs 00:01 Sunday – 23:59 Saturday. Season passes are personal and non-transferable, just like a gym membership!
Season pass holders are allocated a select number of tickets at every session start time we have available (every 20 minutes)
When are Peak / Off Peak ticket times?
Peak = Saturdays, Sundays, Bank holidays.
Off Peak = Monday – Friday.
Who needs to complete a Waiver?
Everyone attending the Aqua Park must complete a waiver prior to arrival for your session!
Waivers must be completed by all attendees, or their parent/guardian if they are under 18, before arriving on site. Any waivers completed at Ticket Office will be charged a £5 administration charge. The link to this is found in your order confirmation/website menu.
Wetsuits?
Do I have to wear a wetsuit?
Wearing a wetsuit is highly recommended, they provide UV protection from the sun and a low risk of friction burns.
Alternatively, you can wear suitable swimwear or gym shorts/leggings to protect you on slides and cover your shoulders with a t-shirt or rash vest.
We may ask that they are required when the water temp or weather is cooler.
Cost? When you book, and pay for your ticket, wetsuit hire is NOT included. You are welcome to bring your own wetsuit if you wish. There is no price reduction. You can purchase one online before your visit. Wetsuit hire can be pre-booked online for £5 – if you choose not to wear it on the day no refund is given. Wetsuit hire costs £7.50 on the day.
If using an Aqua Park wetsuit, you must wear swimwear underneath for hygiene reasons.
Sizes? We have Adult and Youth size wetsuits from age 6 to XXXXL adults.
Only wetsuit boots or barefoot are permitted on the park. If you choose to go barefoot on the park, we recommend wearing shoes / flip flops on the shore before and after your session that you do not mind getting wet.
Where can I store my belongings?
Lockers are available at the park. They require a small combination padlock to lock them, you are welcome to bring your own. Alternatively, they can be purchased at Reception.
We advise that you secure all your belongings and valuables, we accept no responsibility for any items left unattended.
What do I wear or bring with me?
We recommend preparing for a day out at the beach, arrive in your swimwear 30mins before your session start time with, flip flops, towel and change of clothes and a small padlock for our lockers.
What time should I get there?
Arrive at least 30 minutes before your session starts, this will allow you to check-in and change.
We ask that just your group leader checks the group in. You only need your confirmation email – please help us reduce our waste as there is no need to print anything.
Please note it is your responsibility to arrive on time, please get travel information and plan your visit with any local events or bank holidays in mind. If in doubt, allow extra time!
If for any reason, you miss your session. We will not refund you but will try our best to accommodate you on another session. However, we cannot guarantee there is availability.
What are the ages, parental supervision, swimming ability and admissions criteria?
Swimming Ability
It is a requirement than you can swim 25m unaided and you should be confident in the water as are likely to go underwater. You have to be able to pull yourself up out of the water, and it can be tiring.
Height Restriction
There is a minimum height of 1.20m permitted on the Aqua Park.
There is no weight restriction.
Age and Parental Supervision
Cardiff only – Open to children aged 8 years old and above. Children aged 8 to 15 years old inclusive must have either an over 18 adult/guardian supervising and observing from the shore, or on the Aqua Park with them for the duration of the session. 16 years old and over can attend any session without supervision.
Rutland and Lakeside only –
Open to children aged 6 and 7 years old can attend any session provided that an adult or guardian of 18+ is supervising them on the Aqua Park at all times, on a 1 adult to 3 children ratio.
Children aged 8 to 15 years old inclusive must have either an over 18 adult/guardian supervising and observing from the shore, or on the Aqua Park with them for the duration of the session.
16 years old and over can attend any session without supervision.
How do I Book?
All bookings can be made online in advance via the website, click book a splash and follow the instructions. (note tickets go on sale in April, only gift cards are available online until then)
If there appears to be nothing available on the day you want to book, it is because all sessions are taken/the park is closed on this date.
Please remember before booking that all ticket sales are final. All bookings must be made online in advance to avoid disappointment.
Once you have booked, you must ensure that you and/or your party have completed their waiver online before arriving. Simply follow the instructions sent in the confirmation email. If you do not complete the waiver online and have to complete one at the Ticket Office, there will be a £5 administration charge.
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