Haven Experience terms and conditions
About these terms and conditions
These terms and conditions were updated on 1 March 2024.
These terms and conditions ("Experience Conditions"), together with your booking confirmation, any conditions we refer to on our website, including our Park Rules, any additional special offer terms and conditions, and anything else we agree in writing, make up your agreement with Haven Leisure Ltd ("Haven", "us", "our" or "we").
"Experiences" include those activities, entertainment, events, facilities and venues included in our online booking platforms, as well as Experiences you may enjoy on our park. The following terms are designed to help you to enjoy these activities safely and to get the most out of the Experience. There may other rules or guidance to follow at these Experiences and these will be explained at that time.
By booking an Experience with us, you agree that:
A. You have read these Experience Conditions and you agree to make sure that all participants are aware of and have accepted these Experience Conditions.
B. By booking or participating in any of our Experiences you accept and agree to be bound by these Experience Conditions.
C. You agree to our use of your information in accordance with our Privacy Policy and all participants, where applicable, understand our use of their personal data.
D. You are authorised by all participants to disclose their personal details to us (where relevant), including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements); and
E. You are over 18 years of age.
General – Key information
Your agreement will be formed with us when we acknowledge acceptance of your booking and have received the required payment (if applicable).
When booking an Experience you and your party do so at your own risk. Whilst our team are trained and appropriately qualified to run all sessions you must ensure it is a safe and appropriate activity for you and your party to participate in.
Any participant under the age of 18 must have the explicit permission of his/her parent guardian before being able to take part and some Experience may require a parent or guardian present.
All Experience bookings are on the basis that the customer will, at all times, observe the safety regulations set out by our team.
Experiences may vary slightly from their descriptions from time to time.
Experiences may be unavailable from time to time. Where this is the case, we will inform you if we are unable to run the session.
We reserve the right to cancel our contract and cancel your booking if: you do not make payment; or you do not provide us with information that is necessary for us to provide the activity or services to you.
All of the information here is provided in good faith and is accurate at the time of print. We reserve the right to change the prices displayed. All prices are displayed in pounds sterling.
For further clarity on our Haven and Haven Hideaway packages please refer to our booking terms and conditions.
Activities and leisure
Current prices
You'll find up-to-date prices on haven.com/experience, although we can only confirm the exact price of your activity when you book. We reserve the right to raise or lower our activity prices and deposits at any time before booking. Once you've booked and paid your deposit, we won't change your activity price.
Making a booking
You can pre-book and pay for activities using a debit card or credit card. All activities are subject to availability. Activities are not transferable to other parks and are valid within the current season only. Activity bookings will not appear on your holiday booking confirmation or on your 'My Haven Holiday' account.
Some activities have age/height/weight and ratio restrictions and this information is shown in the description of the activity. Please familiarise yourself with these before booking as the participants must meet any requirements to take part, and if they don't, they may be refused access to an activity. Proof of age may be required for health and safety reasons. If you are concerned about the presence of allergens in our products in our sessions, please ask a member of our team for assistance before booking.
Please ensure that you have checked the Experience description carefully when booking so that you are clear on what is included in the price payable. Please check you are happy with all details shown within the activity information before booking.
Need to cancel?
If you need to cancel your activity you can cancel via the Experience booking platform up to midnight on the day before your activity, after this time has passed any cancellations or amendments must be done by the on-park Activity and Leisure team at the booking desk. The activity cost will be refunded using the same payment method. Please allow 35 days for it appear back in your account.
We cannot refund or transfer any missed sessions unless you were not able to take part in the activity due to having to leave your holiday early because of illness or in an emergency. In this case, please call the park to see if a refund is due. These refunds may take a little longer to process.
On the day of your Experience
Participants and a supervising adult, if required, must arrive prior to the start of the session for health and safety briefings to take place. If you are late and have missed the health and safety briefing, for your own safety you will not be able to take part in the session. The Duty Activity and Leisure Manager has the overall responsibility for health and safety of the activity and can stop the session or ask a participant to leave at any time. In this case, no refund will be given. Participants must meet any applicable requirements shown when booking an activity. If they don't, they may be refused access to an activity and no refund will be given. Proof of age may be required for health and safety reasons.
It is at the Duty Activity and Leisure Manager's sole discretion to refuse service to any individual.
Swimming pools
If you're under the age of 8 (or under the age of 14 and can't swim) and want to use our swimming pools, you must always be in the water with a responsible adult. One adult may be responsible for up to two children under 8 and must make sure that non-swimmers or beginners don't go out of their depth.
Your safety is our number one priority. As such we also ask that everyone in and around the water adheres to the rules set out by our team.
On certain parks there may be restrictions relating to flume rides. Please also follow any height restrictions and ensure that any loose items, including goggles, are not worn on the flumes. Please note, swim nappies must be worn if children are not potty trained and nappies must be covered by suitable swimwear.
Entertainment
The ages advertised for our entertainment events are for guidance only. Older or younger children may participate in the entertainment if they wish to.
Please note that our entertainment and activities programme may be reduced outside of school and bank holidays.
The information on our website about acts shows you what we've got planned for your holiday. If we advertise a certain act, we'll always do our best to make sure you see them. But if they can't make it, we'll replace them with similar acts. We'll do our best not to, but you should bear in mind that we might make alterations to or withdraw certain amenities, facilities, activities and/or entertainment shows, if required for reasons outside of our control.
Please be aware that some entertainment shows use strobe lighting.
Play areas
Our play areas are not supervised.
Spa treatments and facilities
Booking
All spa treatments must be prepaid. Please arrive shortly before your appointment time as we will need to ask you to fill in a pre-treatment health questionnaire. For more information about how we may process your personal data please see our Privacy Policy. Spa treatments and facilities are not bookable online and must be booked once on park.
You must be 14 years old and over to use the health suite.
Treatment and use of facilities.
Certain medical conditions may apply to treatments or use of some facilities. Please contact our team before booking if you have any medical conditions prior to booking treatments, as this may dictate whether your treatment can go ahead.
At your appointment
All guests will be asked to complete a pre-treatment health questionnaire upon arrival. Failure to inform our team at time of booking could result in your treatment not being carried out. All treatment times shown indicate the length of the treatment.
Cancellation
All treatments must be prepaid. Advance payment is refundable when we are advised of cancellation more than 24 hours in advance. Failure to attend or advise of cancellation within 24 hours of your appointment will result in full loss of your prepayment.
Other key information
Personal property
Personal property is the responsibility of the customer.
Third party concessions and providers
Some of the activities on our parks may be provided by third parties or private companies.
Please request their terms and conditions, if not provided.
The accuracy of our website
We do our best to make sure that the information shown is accurate when we publish it, but some of the images displayed are for representation purposes. Not all of our parks look exactly the same and the photos, layout plans, artists' impressions and so on are there to give an impression of what it's like at Haven. Some facilities/activities may vary between the parks please read any park-specific information carefully at www.haven.com.
Activity Cam
ActionCam is a fully automated video camera system we have implemented in some of our indoor and outdoor venues. They enable us to capture your Experiences on camera and view these on your mobile devices. Guests receive a wristband with a unique code which can be scanned at an activity to tell our system to start recording. For more information on the processing of your personal data please see our Privacy Policy.
Swimming and activities
You can pre-book activities and swimming in advance. To be fair to all our guests and owners we have a pre-booking limit, but there may be more slots available to book on the park so please ask at the Activity Booking Point and have your Play Pass or Owners Card to hand. Pre-booking is required at the swimming pools - please do not come to the pool without a booking, unless we have removed this condition on the pool(s) at the park you’re staying at. We’ll let you know how you can access the swimming pool via email closer to your holiday. Your pool session will be cancelled if you are over 15 minutes late. Sessions may be subject to change without prior notice and are subject to availability.
We request that guests and owners only book swim sessions and activities for people in their holiday home.
Table booking
Guests and owners can book a table in advance in our restaurants. Bookings can be made 12 weeks before you need the table.
When booking tables online, the maximum party size is eight (some tables will seat less). Tables for larger groups may be able, subject to availability, please contact the park directly. We will hold tables for 15 minutes and if you do not appear after 15 minutes your table will be released for another participant to use.