Terms and Conditions
General terms and conditions:
1. Booking terms
2. Payment terms
3. Redeeming gift vouchers
4. Cancellation and no show policy
5. Arrival times
6. Under 18’s
7. DVD & Photos
Activity terms and conditions:
8. Flow House
General terms and conditions:
1.0 Booking terms
1.1 Pre-booking of all sessions is advisable to ensure your preferred date and time.
1.2 No booking for any session may be entered into the Booking System unless payment is made or a Bank Transfer is initiated. Flow House cannot accept cheques.
1.3 Certain sessions are restricted to specific times and days. Please check the main pages of the website or call 0845 200 2928 for more information.
1.3.1 Certain sessions carry additional cancellation procedures, please refer to section 4 for cancellation terms and conditions.
1.4 If a booking confirmation is required please request one at the time of booking and provide a valid e-mail address to which it can be sent.
1.5 Please refer to section 4 for the cancellation policy. Please note no refunds are available for cancelled bookings.
2.0 Payment terms
2.1 All bookings must be paid for in full, in advance either via the website online booking system or over the phone or in person, using a credit or debit card.
2.2 Bank Transfers may also be accepted providing bookings are more than 30 days in advance.
2.3 If paying by Bank Transfer, allow a minimum of 10 days for funds to appear in the FlowHouse Ltd account.
2.4 Bank transfers can only be accepted for payments of over £150. Payments for amounts less than this must be made by credit or debit card unless otherwise agreed.
2.5 Failure to pay before the specified deadline will result in the booking being removed from the Booking System.
2.6 If paying by Bank Transfer, any additional bank charges must be paid for by the customer.
2.7 If there is the ability to include a reference on the Bank Transfer please use your booking reference number.
3.0 Redeeming gift vouchers
3.1 If you are using a voucher, please bring this with you, it is proof of your payment and your eligibility to take part in the activity.
3.2 If you do not bring your voucher you will not be able to take part in any session unless another purchase is made.
3.3 Any lost or stolen vouchers will not be replaced free of charge.
3.4 Vouchers purchased over the phone or online can be refunded minus a 5% administration charge if returned to us within 14 days. Vouchers returned after 14 days are non refundable.
3.4.1 It is strongly suggested that when returning vouchers for a refund minus 5% they are sent recorded delivery as voucher received outside of the 14 day period will not be refunded. Proof of postage is not proof of receipt.
3.5 All vouchers expire on the date printed on the front face of the voucher.
3.6 Lost or stolen vouchers can be replaced for an £8 charge provided this is before the expiry date.
3.7 Vouchers from external suppliers such as (but not limited to) Acorne, Lastminute.com and Virgin Experience days all have their own terms and conditions which may vary from Flow House’s own policies. Please check with your voucher supplier.
3.8 Customers who hold a Flow House Ltd Gift Voucher wishing to book their experience after the expiry date of the voucher can do so by paying an additional fee of 30% of the current value of that product.
3.8.1 If that product is no longer on sale then a charge of 30% of the price that was originally paid for the voucher will be charged.
3.8.2 Bookings made after the expiry date on the voucher cannot be moved or changed once the expiry date has passed.
3.8.3 Gift vouchers ordered over the telephone or online will be posted out 2nd class.
3.8.4 A Voucher cannot be exchanged for, or put towards, another activity unless the original activity is unavailable.
4.0 Cancellations and no show policy
4.1 No-shows and latecomers will be considered as cancellations.
4.2 FlowHouse is unable to offer any refunds for missed or cancelled bookings, regardless of how much notice is given of the cancellation.
4.3 If enough notice is given of a cancellation then the booking may be moved to a later date.
4.4 All cancellations must be made by telephone or in person and a cancellation reference number issued. Cancellations will not be taken any other way.
4.4.1 When cancelling a booking a cancellation reference number will be issued. This number must be stored by the customer as in the event of a discrepancy all bookings will stand unless a cancellation reference number can be quoted.
4.5 For all Flow House bookings 24 hours notice is required to move or change a booking.
5.0 Arrival times
5.1 If it is your first time participating you must arrive at least one hour before your session start time for your briefing.
5.2 If you miss your pre-session briefing you will be unable to take part and will not be reimbursed or offered an alternative session time.
5.3 On arrival all new visitors to the site will be required to complete an acceptance of risk form.
6.0 Under 18’s
6.1 Under 18’s must be accompanied by an adult who will be asked to read and sign the Acceptance of Risk form on their behalf.
6.2 There should be at least one adult for every four under 18's attending.
6.3 Participants for all activities should be over the age of 7. However, a parent/guardian’s discretion is advised as to the suitability of their child for the activity.
6.4 Accompanying adults are responsible for their wards at all times whilst on site.
7.0 DVD & Photos
7.1 The provision of DVD's (Video footage) and photos are considered a separate service to the activities on offer.
7.2 In the event of video footage or photos being unavailable no rescheduling or reimbursement of any activity is possible.
7.3 Should your activity package include a DVD in the unlikely event that this is unavailable there shall be no replacement, alternative or reimbursement.
8.0 Flow House - Session Terms & Conditions
8.1 All participants must read the ‘Are you fit to take part’ information sheet before they ride.
8.2 All participants must sign an acceptance of risk form before they take part, stating that they are both fit to Flowboard and that they have read the ‘are you fit to take part’ information sheet. In the case of under 18’s a parent or guardian must read and sign this on their behalf.
8.3 There is no minimum age for participants, a minimum height restriction of 42 inches (107cm) applies to bodyboarding and 52 inches (132cm) to stand up riders. (Flowboarders)
8.4 Except in exceptional circumstances the maximum number or riders in a session will be twelve people. The ride is available for private hire where the maximum number maybe increased to 24.
8.5 Flow House membership terms and conditions:
8.5.1 All members must have first completed a first time rider session including safety briefing to ensure safety standards.
8.5.2 All memberships are subject to a 6 month contract.
8.5.3 Any ‘bookable’ session falls under the standard terms & conditions and requires 24hours notice to be changed once booked.
8.5.4 Any ‘walk up’ session can only be taken once onsite and no more than 30minutes before the session starts.
8.5.5 ‘Walk up’ riders will be able to take places on a session on a first come first serve basis until the maximum number of riders is reached.
8.5.6 ‘Walk up’ sessions can only be used when an open session will already be running; the ride will not be turned on for ‘Walk up’ member sessions.
8.5.7 The membership terms and conditions are subject to change but members shall be informed of these changes.
8.5.8 Any members bookable sessions not used, cannot be carried forward into the following month and are lost.
8.5.9 You must sign in at least 30 minutes before the start of a session. Failure to do so may result in your session being lost and your place being taken by another rider.
8.5.10 The minimum number required for a session to run is 4 (not including ‘walk up’ customers). When this minimum number is not met then the session may not run.
8.6 Flow House loyalty card terms & conditions:
8.6.1 Loyalty cards are for the sole use by the person named on the front.
8.6.2 So that you may receive a stamp you must have your card present on the day of your session.
8.6.3 Only one stamp shall be given for every full price session* bought. (full price sessions do not include, the after school surf club, flow academy or family surf session.)
8.6.4 To redeem your free session a completed card must be presented onsite at the time of booking. Free sessions can only be booked onsite.
8.7 #BLOCK_FLOW (5 x 1hr Flowboard Sessions) Terms & Conditions
8.7.1 A one of full upfront payment of £100.00 shall be made in order to activate the 5x 1hr sessions. No refunds or partial refunds are available for any reason.
8.7.2 Only the named person above is able to use the sessions, you are not able to gift the sessions to another person or swap the users at anytime. Proof of ID may be requested when booking a session.
Sessions must be booked at reception before you are able to ride and details of the session completed below. (Telephone bookings are not accepted.)
8.7.3 All sessions must be used within two months of the payment date, any unused sessions shall be lost.
8.7.4 There is no ability to use extend or amend the terms of this agreement unless there are exceptional circumstances and these are solely at the discretion of a manager.
8.8 Safety signs are always present by the FlowRider® to view a copy please click here.
