Terms & Conditions
Last updated: 2 July 2026
These Terms & Conditions apply to bookings, passes, memberships, packages, products, services, site facilities, visitor services, general admission, activity bookings and visits at Windsor Lakes.
Windsor Lakes is operated by Liquid Leisure Limited, a company registered in England and Wales under company number 04519707, whose registered office is Horton Road, Datchet, Berkshire, SL3 9HY.
In these Terms & Conditions, “Windsor Lakes”, “we”, “us” and “our” mean Liquid Leisure Limited trading as Windsor Lakes, and where the context requires, the relevant Activity Operator, Splash Kingdom Windsor, Plastic Playground Wake Park or Windsor Open Water Swim. Windsor Lakes is located at Horton Road, Datchet, Berkshire, SL3 9HY.
Windsor Lakes is the wider site brand, site operator and booking system through which bookings, packages, site services and visitor services may be provided unless we state otherwise. Windsor Lakes may provide booking administration, payment processing support, check-in, customer service, site access control, general site management, food and beverage, toilets, changing facilities, welfare facilities, parking and other visitor services. Windsor Lakes does not operate the Activities unless expressly stated in the Booking information. Activities at Windsor Lakes may be operated by Splash Kingdom Windsor, Plastic Playground Wake Park, Windsor Open Water Swim or another Activity Operator authorised by us.
Where your Booking includes an Activity operated by a specific Activity Operator, that Activity will also be subject to that Activity Operator’s Terms & Conditions, Activity Rules, Waiver, safety briefing and staff instructions.
These Terms & Conditions affect your legal rights. Please read them carefully before making a booking, purchasing a pass, purchasing a membership, purchasing a package, signing a waiver or entering the Site. No variation to these Terms & Conditions shall be binding unless agreed by us in writing.
1. Safety Statement
1.1 Windsor Lakes places great importance on the safety of its visitors and endeavours to ensure that high standards are met by all persons visiting the Site.
1.2 Please assist us in ensuring that the Site and its facilities remain a safe place in which to enjoy activities, visitor facilities, food and beverage areas, parking areas, walkways, welfare areas and general site services.
1.3 Windsor Lakes is a working water-based activity site. Visitors may be close to deep water, changing weather, operational activity areas, vehicles, plant, equipment, pontoons, banks, docks, walkways, buildings and other Site features.
1.4 If you, or any Participant in your group, cannot meet the safety, swimming, age, height, fitness, medical, supervision or equipment requirements for a booked Activity, do not purchase that Activity or Package for yourself or them.
1.5 Only sign a Waiver for yourself or another Participant if you are satisfied that the Participant meets the requirements for the Activity booked and can safely take part.
1.6 All Customers, Visitors and Participants must follow staff instructions, safety briefings, signage, marked routes, entry and exit points, Activity Rules and Site Rules at all times.
2. Definitions
When the following words with capital letters are used in these Terms, they have the meanings set out below.
Activity means any activity, session, pass, membership, booking, product, service, Aqua Park session, Banana Boat Ride, Ringo Ride, cable watersports session, wakeboarding session, open water swim session, Stand Up Paddleboarding session, Paddlesports session, Package, private booking, group booking, event, supervised lake session or other experience purchased, booked or attended at Windsor Lakes.
Activity Operator means the operator responsible for running, controlling, instructing, supervising and delivering the relevant Activity. Depending on the Activity, the Activity Operator may be Splash Kingdom Windsor, Plastic Playground Wake Park, Windsor Open Water Swim or another operator authorised by us.
Activity Rules means the safety rules, admittance criteria, operating rules, staff instructions, signage, briefing instructions, route instructions, waiver conditions and any other rules that apply to the relevant Activity.
Booking means the order, reservation or purchase made for an Activity, Package, Pass, Membership, product, site service or visitor service.
Booking Reference Number means the individual reference number issued for a confirmed Booking.
Contract means the contract between you and Windsor Lakes and/or the relevant Activity Operator for the supply of the Booking, Activity, Package, site service, visitor service, product or facility, together with any booking, site, admission or customer service arrangements administered through Windsor Lakes.
Customer, you and your mean the person making a Booking, purchasing a Pass, purchasing a Membership, purchasing a Package, purchasing a product, attending the Site, or arranging attendance for one or more Participants or Visitors.
Membership means an arrangement under which a Customer receives access to an Activity, Site service, facility or Activities by paying in advance, subject to the terms of that Membership.
Our, us and we mean Liquid Leisure Limited trading as Windsor Lakes, and where the context requires, the relevant Activity Operator, Splash Kingdom Windsor, Plastic Playground Wake Park or Windsor Open Water Swim.
Package means a combination booking that may include more than one Activity, more than one Session, more than one Site service, or Activities operated under more than one Liquid Leisure Limited trading brand or Activity Operator.
Participant means any person taking part in an Activity.
Pass means a valid ticket, pass, wristband or other permission issued by us or an authorised seller that allows the holder to enter the Site or take part in the relevant Activity.
Plastic Playground Wake Park, PPWP means the wake park trading brand operated by Liquid Leisure Limited at the same wider Site.
Session means the period of time allocated to the relevant Activity, booking, service or facility use.
Site means Windsor Lakes, Horton Road, Datchet, Berkshire, SL3 9HY, including relevant lakes, activity areas, buildings, parking areas, walkways, welfare areas, viewing areas, food and beverage areas, toilets, changing areas, entry and exit points, pontoons, banks, docks, start areas, waiting areas and any other areas under our control.
Site Rules means the entry conditions, conduct requirements, safety rules, operating rules, signage, staff instructions and other rules that apply to Customers, Visitors and Participants at Windsor Lakes.
Splash Kingdom Windsor, SKW means the watersports and Aqua Park trading brand operated by Liquid Leisure Limited at the same wider Site.
Terms means these Terms & Conditions, together with any Activity Rules, Site Rules, Waiver, Privacy Policy, Cookie Policy, Terms of Use, booking conditions and any additional terms stated at the time of Booking.
Visitor means any person attending the Site, whether or not they are taking part in an Activity.
Waiver means the single unified activity waiver, consent form, participation declaration or risk acknowledgement required before taking part in any Activity. Where a single unified Waiver applies, it may cover Activities at Windsor Lakes provided by Splash Kingdom Windsor, Plastic Playground Wake Park and Windsor Open Water Swim.
Website means www.windsorlakes.co.uk.
Windsor Lakes means the wider site brand, site operator and booking system through which Bookings, Packages, site services, visitor services and facilities may be provided unless we state otherwise. Windsor Lakes may operate site services such as check-in, customer service, food and beverage, toilets, changing facilities, welfare facilities, parking and general visitor services, but does not operate Activities unless expressly stated.
Windsor Open Water Swim, WOWS means the open water swimming and related water activity trading brand operated by Liquid Leisure Limited at the same wider Site.
Wristband means a wristband or other admission marker issued by us to show permission to enter the Site, access a facility or take part in an Activity.
3. Our Contract with You
3.1 These Terms explain the legal terms on which you make a Booking, enter the Site, purchase a Pass, Membership, Package, product or service, use visitor facilities, or take part in an Activity supplied by Windsor Lakes or the relevant Activity Operator.
3.2 These Terms apply to any Contract between you and Windsor Lakes and/or the relevant Activity Operator.
3.3 Before making a Booking, you will be asked to accept these Terms. If you do not accept these Terms, you will not be able to complete the Booking.
3.4 These Terms become binding on you, any Participant or Visitor included in your Booking, and us when we accept your Booking verbally on Site, issue a receipt, issue an invoice, issue an online confirmation, issue an email confirmation, or otherwise confirm the Booking.
3.5 We may assign a Booking Reference Number to your Booking. You should quote this Booking Reference Number in any correspondence with us about the Booking.
3.6 If we cannot accept or fulfil your Booking, no Contract will be formed for that Booking and no payment will normally be taken. If payment has already been taken, we will arrange a refund, credit or alternative Booking where appropriate.
3.7 If you make a Booking or purchase a Pass or Package on behalf of other Participants or Visitors, you accept these Terms on behalf of each person in your group and must ensure that each person complies with these Terms.
3.8 You must check your Booking confirmation carefully and notify us of any error within 24 hours of receiving it.
3.9 It is your responsibility to arrive in sufficient time for parking, check-in, changing, toilet use, safety briefings, equipment fitting, movement between Activities and any other pre-Activity or Site requirements.
3.10 Late arrivals may not be permitted to take part in the Activity or use the booked service, and no refund, rebooking or compensation will be payable where lateness prevents participation or use.
3.11 For group bookings, private bookings or bookings of 25 or more persons, final numbers must be agreed at least 14 days before the Booking date unless we agree otherwise in writing. Group and private bookings must normally be paid in full at the time of Booking.
3.12 All Participants in a group, private booking or Package must complete any required Waiver before taking part in an Activity.
3.13 We reserve the right to charge for damage caused by you, any Participant in your group, or any Visitor in your group.
3.14 Every time you make a Booking on our Website or through the Windsor Lakes booking system, the Terms in force at the time of your Booking will apply to that Contract.
3.15 Images, videos and descriptions of the Site, Activities and facilities are for general guidance only. Layouts, routes, activity features, facilities, equipment, timetables, water areas and operating arrangements may change.
4. Activity Operators, Windsor Lakes and Claims Handling
4.1 All Bookings are made through the Windsor Lakes booking system unless we state otherwise.
4.2 Windsor Lakes may provide booking administration, payment processing support, check-in, customer service, site access control, general site management, food and beverage, toilets, changing facilities, welfare facilities, parking and other visitor services.
4.3 Windsor Lakes does not operate the Activities unless expressly stated in the Booking information. The relevant Activity Operator is responsible for running, controlling, instructing, supervising and delivering the Activity.
4.4 Activities at Windsor Lakes may be operated by Splash Kingdom Windsor, Plastic Playground Wake Park, Windsor Open Water Swim or another Activity Operator instructed or authorised by us.
4.5 Where a Booking or Package includes an Activity operated by an Activity Operator, that Activity is subject to the relevant Activity Operator’s Terms & Conditions, Activity Rules, Waiver, safety briefing, staff instructions and operating procedures.
4.6 Claims, incident enquiries or complaints relating to injury, death, safety management, instruction, supervision, equipment, rescue, operation or delivery of an Activity should be directed to the relevant Activity Operator and will normally be processed by that Activity Operator, subject to any legal, insurance or operational requirements.
4.7 Claims, enquiries or complaints relating only to booking administration, check-in, customer service, food and beverage, parking, toilets, changing areas, welfare facilities or general site facilities may be handled by Windsor Lakes or another appropriate site service provider.
4.8 Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited. These Terms explain the allocation of operational responsibility and claims handling between Windsor Lakes, Splash Kingdom Windsor, Plastic Playground Wake Park, Windsor Open Water Swim and the relevant Activity Operator, but they do not remove any statutory rights or any liability that cannot lawfully be excluded.
5. Prices and Payment
5.1 The price of the Booking, Activity, Package, Pass, Membership, product, site service or visitor service will be the price shown on our Website, booking system, price list or other official sales channel at the time you make the Booking.
5.2 Prices are shown in pounds sterling unless stated otherwise.
5.3 Prices include VAT where applicable.
5.4 We take reasonable care to ensure that prices are correct. If we identify an obvious pricing error before accepting your Booking, we may reject the Booking, correct the price, or contact you to confirm whether you wish to proceed at the correct price.
5.5 Prices may change from time to time, but changes will not affect any Booking that we have already confirmed.
5.6 Payment must be made in advance and in full at the time of Booking unless we agree otherwise in writing.
5.7 You may pay online using the payment methods shown at checkout. On-Site payment methods may vary.
5.8 We may refuse or cancel a Booking if payment is not authorised, payment is charged back, payment details are incorrect, or we reasonably suspect fraud or unauthorised use of a payment method.
6. General Site, Booking and Activity Requirements
6.1 We will make reasonable efforts to supply the Booking, Package, site service or visitor service in accordance with the Booking.
6.2 All Participants acknowledge that participation in Activities at Windsor Lakes may be physically demanding and may involve inherent risks associated with deep water, cold water, changing weather, wind, water quality, other water users, inflatable obstacles, cable activity, boat activity, paddle craft, towable rides, wakeboarding, open water swimming, slips, trips, falls, fatigue and impact with equipment.
6.3 Participants must not take part in an Activity unless they are physically and medically able to do so.
6.4 All Participants must meet the age, height, weight, swimming ability, fitness, medical, equipment and supervision requirements for the relevant Activity.
6.5 Unless an Activity Operator states a different requirement for a specific Activity, Participants in water-based Activities must be reasonably fit and healthy, confident in deep open water, able to follow safety instructions, and able to swim 50 metres completely unaided.
6.6 Where a Participant shows signs of not being a competent swimmer, they may be required to complete an on-site swim test. If they cannot satisfy the Water Rescue Team that they are a competent swimmer, they will be refused access to the Activity and will not be entitled to a refund unless required by law or agreed by management.
6.7 Activities are not suitable for any person who suffers from, or may be affected by, a medical condition that could make participation unsafe. This may include heart conditions, respiratory conditions, seizures, fainting, blackouts, serious allergies, pre-existing injuries, joint instability, a tendency to dislocate joints, pregnancy, recent surgery or any other condition that may affect safe participation.
6.8 If you are unsure whether you or any Participant can safely take part, you should obtain medical advice before booking or participating.
6.9 We or the relevant Activity Operator may refuse participation if a Participant does not meet the relevant restrictions, cannot safely use the required equipment, cannot correctly fit required safety equipment, cannot understand or follow safety instructions, fails to satisfy the Water Rescue Team during an on-site swim test, or is considered unsuitable for the Activity.
6.10 All Participants must attend and follow the relevant safety briefing before taking part in an Activity.
6.11 All Participants must wear and use the safety equipment required for the relevant Activity. Safety equipment must be used correctly and must not be removed unless instructed by staff or once the Activity has ended.
6.12 You must comply with all reasonable instructions given by our staff, Activity Operator staff, lifeguards, water rescue personnel, safety personnel, coaches, instructors, boat drivers, cable operators, equipment-hire personnel, security personnel, management, emergency services or any third party instructed by us.
6.13 We and the relevant Activity Operator reserve the right to vary Activity Rules, Site Rules, admittance criteria, safety equipment requirements and safety procedures at any time where reasonably considered necessary for safety, operational, weather, legal, insurance or welfare reasons.
7. Activity-Specific Terms and Eligibility
7.1 Activity-specific eligibility, age, height, swimming, medical, supervision, equipment and safety requirements are stated by the relevant Activity Operator at the time of Booking, in the Activity Rules, in the Waiver, on signage, during safety briefings or in the relevant Activity Operator’s Terms & Conditions.
7.2 Splash Kingdom Windsor Activities may include Aqua Park sessions, Banana Boat Rides, Ringo Rides, Stand Up Paddleboarding, Paddlesports and related water activities where those Activities are offered under the Splash Kingdom Windsor brand.
7.3 Plastic Playground Wake Park Activities may include wakeboarding, kneeboarding, water skiing, wakeskating, cable lake sessions, boat lake sessions, coached watersports, Banana Boat Rides, Ringo Rides and related activities.
7.4 Windsor Open Water Swim Activities may include open water swimming, coached swim sessions, Stand Up Paddleboarding, Paddlesports, paddleboard hire, kayaking, canoeing, cold water activities, supervised lake sessions and related activities.
7.5 If there is any conflict between these Windsor Lakes Terms and the Terms & Conditions, Activity Rules, Waiver, safety briefing or staff instructions of the relevant Activity Operator, the Activity-specific requirements will apply to the Activity unless unlawful.
7.6 A person permitted to enter the Site or use one Activity is not automatically entitled to take part in another Activity if they do not meet the requirements for that other Activity.
7.7 We may refuse participation, access to a facility, or use of a service where a Customer, Visitor or Participant does not meet the relevant requirements or where admission would create a safety, welfare, safeguarding, operational, legal, insurance or security concern.
8. Waivers
8.1 Each Participant must complete a Waiver before taking part in an Activity where a Waiver is required.
8.2 The Waiver must be read, understood and signed before participation.
8.3 The Waiver may be completed online via our Website, booking system or Activity Operator booking system, or on Site where available.
8.4 Where a Participant is under 18, the Waiver must be completed by a parent or legal guardian with responsibility for that Participant.
8.5 The single unified Waiver may cover Activities across Windsor Lakes, Splash Kingdom Windsor, Plastic Playground Wake Park and Windsor Open Water Swim, meaning only one Waiver is normally required per Participant across these site brands unless we state otherwise.
8.6 If the required Waiver is not completed, the Participant will not be permitted to take part in the relevant Activity.
8.7 We will not be liable for any delay, missed Session, refused participation, loss or non-performance caused by your failure to complete the required Waiver.
8.8 Completing a Waiver does not remove your statutory rights and does not exclude or limit any liability that cannot lawfully be excluded or limited.
9. Packages and Combination Bookings
9.1 Windsor Lakes may offer Packages or combination bookings that include Activities, services or facilities supplied by more than one Activity Operator.
9.2 Where a Package includes an Activity operated by Splash Kingdom Windsor, Plastic Playground Wake Park, Windsor Open Water Swim or another Activity Operator, that Activity is subject to the relevant Activity Operator’s Terms & Conditions, Activity Rules, Waiver, safety briefing, staff instructions and operating procedures.
9.3 Participants must meet all age, height, weight, swimming ability, medical, equipment and supervision requirements for each Activity included in a Package.
9.4 A Participant who is permitted to take part in one Activity is not automatically entitled to take part in another Activity if they do not meet the requirements for that other Activity.
9.5 A Participant who is refused participation in part of a Package because they do not meet the relevant Activity requirements, fail to complete the required Waiver, fail to follow staff instructions, arrive late, fail to satisfy the Water Rescue Team during an on-site swim test, or are considered unsuitable for safety reasons will not be entitled to a refund for the whole Package unless required by law or agreed by management.
9.6 Package timings are subject to operational requirements. Participants must follow check-in, briefing, changeover and movement instructions given by Windsor Lakes, Splash Kingdom Windsor, Plastic Playground Wake Park, Windsor Open Water Swim or other relevant staff.
9.7 It is your responsibility to allow enough time to move between Activities, attend safety briefings, be fitted with equipment and be ready for each Session.
9.8 If one part of a Package is unavailable due to weather, safety, operational reasons, equipment issues or circumstances outside our reasonable control, we may offer a reasonable alternative for that part of the Package, which may include a replacement Session, credit, alternative Activity or refund where appropriate.
10. Arrival and Late Arrivals
10.1 Unless stated otherwise at the time of Booking, Customers and Participants should arrive at least 30 minutes before the first Activity Session time.
10.2 For Packages involving more than one Activity, you may be required to arrive earlier than 30 minutes before the first Activity. Any specific arrival time stated in your Booking confirmation, Package instructions or pre-arrival information must be followed.
10.3 You are responsible for allowing enough time for travel, parking, check-in, changing, toilet use, safety briefings, equipment fitting, movement between Activities and any other pre-Activity requirements.
10.4 If a Participant misses the Session start time, it will be at the discretion of the Manager on duty or relevant Activity Operator whether the Participant can be accommodated.
10.5 We are not obliged to extend a Session, delay a Session, provide a refund, provide a rebooking or provide compensation because of late arrival.
11. Passes, Admissions, Memberships and Packages
11.1 The Site is private property.
11.2 All persons entering the Site or participating in an Activity must pay for admission where required, hold a valid Pass, hold a valid Membership, hold a valid Package booking, hold a valid Booking, or hold a valid Wristband issued by us or an authorised seller.
11.3 Passes, Memberships, Packages, Bookings and Wristbands must only be purchased from us, our Website, the Site, the Windsor Lakes booking system, our booking provider, the relevant Activity Operator, or a third party expressly authorised by us.
11.4 The sale or attempted resale of Passes, vouchers, discounts, Wristbands, Memberships or Packages by anyone other than us or an authorised seller is strictly prohibited.
11.5 Passes, Wristbands, Memberships and Packages are non-transferable unless we agree otherwise in writing.
11.6 Any Pass, Wristband, Membership or Package transferred, resold or obtained from an unauthorised source may be refused or cancelled without refund.
11.7 Passes and Packages are valid only for the date, time, Activity, service, facility and Session stated on the Booking confirmation unless we agree otherwise.
11.8 Passes and Packages may not be valid for special events, private events, coaching sessions, competitions, towable rides, wakeboarding sessions, open water swim sessions, Paddlesports hire, Aqua Park sessions or other Activities that require separate admission unless those Activities are expressly included in the Booking.
11.9 Wristbands must be retained at all times while on Site and shown to staff on request.
11.10 If re-entry to the Site is permitted, you must obtain and retain the appropriate Wristband or Pass before leaving the Site.
11.11 Management reserves the right to refuse any Booking, Pass purchase, Membership purchase or Package purchase where there is a reasonable operational, safety, welfare, legal, payment, capacity, insurance or conduct reason.
11.12 If we cancel a Membership because of breach of these Terms, unacceptable conduct, misuse, non-payment or safety concerns, any refund or credit will be assessed by us taking account of the Membership terms, any use already received and any loss or damage caused.
12. Changing Bookings, Cancellations and Refunds
12.1 To request a change or cancellation, you must contact us using the contact details provided on the Website or in your Booking confirmation.
12.2 Changes to Bookings are subject to availability and are not guaranteed.
12.3 Unless stated otherwise at the time of Booking, you may request one amendment to the Booking date or time up to 48 hours before the Activity or service start time, subject to availability.
12.4 If we agree to amend a Booking, the amended Booking will remain subject to these Terms and any applicable Activity Operator Terms & Conditions.
12.5 No refund will be given if you cancel less than 48 hours before the Activity or service start time, unless required by law or agreed by management.
12.6 No refund will be issued for failing to attend, arriving late, missing check-in, missing a safety briefing, failing to complete the required Waiver, failing to meet the Activity requirements (including failing to satisfy the Water Rescue Team during an on-site swim test under clause 6.6), failing to bring required equipment, being refused admission in accordance with these Terms, or being removed from the Site or Activity in accordance with these Terms, unless required by law or agreed by management.
12.7 Because many of our Activities and services are leisure activities supplied on a specific date or during a specific period, the usual 14-day cancellation right for distance contracts may not apply to those fixed-date Activities or services.
12.8 Nothing in these Terms affects your statutory rights.
12.9 If we cancel a Booking because we cannot provide it, we will offer a reasonable alternative, which may include moving you to another Session, issuing a credit, issuing a replacement Pass, offering an alternative Activity or service, or providing a refund where appropriate.
12.10 If we have to cancel, delay, change, restrict or reschedule a Booking, Activity, service, facility or part of the Site because of circumstances outside our reasonable control, we will act reasonably and will endeavour to notify affected Customers as soon as reasonably possible.
12.11 Circumstances outside our reasonable control may include severe weather, lightning, high winds, flooding, pollution, poor water quality, blue-green algae concerns, water contamination, unsafe water temperature, poor visibility, power failure, equipment failure, technical failure, staff illness, emergency situations, fire, natural disaster, terrorism, industrial dispute, public health restrictions, instruction from an authority, or any other event that prevents safe or practical operation.
12.12 Where an Activity, service, facility or part of a Package is stopped, delayed, restricted or abandoned after it has started for safety, weather, water quality, operational or emergency reasons, any refund, credit, replacement Session or other arrangement will be considered by management according to the circumstances.
12.13 Where a Package contains more than one Activity or service and only one Activity or service is cancelled by us, we may offer a reasonable alternative for the cancelled part of the Package rather than cancelling the whole Package.
12.14 No other compensation, expenses, travel costs, accommodation costs, loss of earnings or consequential losses will be payable unless required by law.
13. Digital Gift Vouchers
13.1 Digital Gift Vouchers may be purchased through our Website or on Site where available.
13.2 Digital Gift Vouchers ordered online will normally be delivered electronically to the email address provided at the time of order.
13.3 You are responsible for entering the correct recipient email address when purchasing a Digital Gift Voucher.
13.4 Digital Gift Vouchers may be redeemed as full or part payment for eligible Windsor Lakes products, services, Activities or Packages across the Site.
13.5 A Digital Gift Voucher cannot be used to purchase another Digital Gift Voucher.
13.6 Offers, promotions, discounts and gifts with purchase do not apply to the purchase of Digital Gift Vouchers unless expressly stated.
13.7 Digital Gift Vouchers may not be resold, transferred for value or listed for resale on any website or marketplace.
13.8 Digital Gift Vouchers are valid for 12 months from the date of issue unless stated otherwise at the time of purchase.
13.9 Digital Gift Vouchers cannot be exchanged for cash.
13.10 Digital Gift Vouchers may only be redeemed against purchases in the same currency as the Digital Gift Voucher.
13.11 We are not responsible if a Digital Gift Voucher is lost, stolen, destroyed, sent to the wrong email address, used without permission or not presented at the time of redemption.
13.12 We may refuse a Digital Gift Voucher if we reasonably believe it has been copied, altered, resold, fraudulently obtained, fraudulently used or otherwise misused.
14. Entry Conditions
14.1 Customers and Visitors are admitted to the Site subject to these Entry Conditions.
14.2 By entering the Site, purchasing or using a Pass, Membership or Package, signing a Waiver, using a facility or taking part in an Activity, you agree to comply with these Terms.
14.3 Any person who does not comply with these Terms may be refused admission, removed from the Site, removed from an Activity, or banned from future entry without refund.
14.4 This does not affect any claim we may have against that person arising from their conduct.
14.5 While on Site, all Customers, Visitors and Participants must comply with all reasonable instructions given by Windsor Lakes staff, Activity Operator staff, lifeguards, water rescue personnel, safety personnel, coaches, instructors, security personnel, management, emergency services or any third party instructed by us.
14.6 By entering the Site, all Customers, Visitors and Participants accept that they have a duty to take reasonable care for their own safety and the safety of others.
14.7 No person under the age of 16 will be admitted to the Site unless accompanied by a parent, guardian or responsible adult aged 18 or over, unless we expressly state otherwise for a particular Activity, event, booking or operating arrangement.
14.8 Any person under the age of 16 must remain under the control or supervision of a parent, guardian or responsible adult while on Site.
14.9 Responsibility for the behaviour, welfare and actions of any Participant under 18 remains with the parent, legal guardian or responsible adult who signed the Waiver or brought the Participant to the Site.
14.10 We reserve the right to change age restrictions or supervision requirements where required for safety, welfare, safeguarding, operational or legal reasons.
15. Our Right to Refuse, Remove or Ban
15.1 Acting reasonably, we reserve the right to refuse admission, refuse participation, remove a person from an Activity, remove a person from the Site, cancel a Booking, cancel a Membership, cancel a Package, or ban a person from future entry if that person’s presence, conduct, condition or behaviour may affect the safety, welfare, security or enjoyment of staff, Customers, Visitors, Participants or any other person.
15.2 This includes, but is not limited to, any person who:
a) uses violent, aggressive, threatening, abusive, discriminatory, offensive or insulting words or behaviour;
b) behaves in a way that may provoke a breach of the peace;
c) appears to be under the influence of alcohol, drugs or any substance that may affect safe participation;
d) refuses to follow staff instructions, safety rules, Activity Rules, Site Rules or signage;
e) climbs, stands on, jumps from, damages or interferes with fences, barriers, walls, buildings, safety equipment, pontoons, banks, docks, obstacles, cables, tow ropes, boats, paddle craft, equipment, plant, machinery or restricted areas;
f) enters or attempts to enter any restricted, closed, private, staff-only or prohibited area;
g) queue jumps or interferes with operations;
h) attempts to take part without a valid Pass, Wristband, Membership, Package or Booking;
i) has obtained a Pass, voucher, discount, Wristband, Membership or Package from an unauthorised source;
j) has previously behaved in a way that caused concern, complaint, damage, disruption or danger;
k) acts in an inappropriate manner while travelling to or from the Site where that behaviour is reported to us by a reliable source;
l) brings prohibited items onto the Site;
m) swims, jumps, rides, paddles or enters water outside authorised areas;
n) misuses equipment, safety equipment, rescue equipment, obstacles, towable devices, hire equipment, boats, cables, paddle craft or other facilities;
o) breaches these Terms.
15.3 If one member of a group breaches these Terms, we may refuse admission to, remove or cancel the Booking of other members of the group where we reasonably consider this necessary for safety, welfare, security or operational reasons.
15.4 We reserve the right to report criminal, dangerous or seriously inappropriate behaviour to the police or relevant authority.
15.5 We reserve the right to pursue legal action for damage, loss, theft, fraud, trespass, abusive behaviour, defacement or misuse of the Site, equipment or facilities.
16. Customer Behaviour
16.1 All Customers, Visitors and Participants must act responsibly, safely and courteously at all times.
16.2 You must respect staff, other Customers, Visitors, Participants, neighbours, wildlife, property, equipment and the environment.
16.3 Behaviour likely to cause annoyance, distress, danger, disruption or confusion is not permitted.
16.4 Unnecessary noise, including loud portable speakers or electronic devices, is not permitted where it affects other Customers, staff, neighbours or Site operations.
16.5 Smoking and vaping are not permitted inside buildings, near fuel, near operational areas, on pontoons, on docks, on activity equipment, or in any area where signs or staff instructions prohibit it.
16.6 Illegal drugs, legal highs and misuse of substances are strictly prohibited on Site.
16.7 Participants must not consume alcohol before taking part in an Activity.
16.8 Participants must not take part in an Activity while under the influence of alcohol, drugs or any substance that may affect safe participation.
16.9 All Activities, equipment and facilities must only be used in accordance with staff instructions, Activity Rules, Site Rules, signage and safety briefings.
17. Customers with Disabilities and Additional Needs
17.1 We aim to comply with all applicable laws relating to Customers with disabilities and additional needs.
17.2 Due to the environmental and operational features of the Site, some areas may have restricted access, uneven ground, water edges, gravel, grass, slopes, steps, pontoons, docks or other natural or operational features.
17.3 If you or any Participant has a disability, medical condition, access need, support need or other requirement that may affect attendance or participation, you should contact us before arrival so that we can advise on reasonable adjustments where possible.
17.4 We will consider reasonable adjustments, but we cannot guarantee that every Activity, facility or area of the Site will be suitable or accessible for every person.
17.5 Wheelchairs and mobility scooters are the only personal transport devices permitted within the Site unless we expressly agree otherwise.
17.6 Bicycles, scooters, hoverboards, rollerblades, skateboards and similar devices are not permitted within the Site unless expressly authorised by us.
18. Site Operation, Facilities, Water Conditions and Closures
18.1 We will endeavour to make Activities, services and facilities available as advertised, but we reserve the right to close, suspend, restrict, change, cancel or reschedule any Activity, Session, facility, service or part of the Site where we reasonably consider it necessary.
18.2 Reasons may include safety, weather, lightning, wind, water temperature, water quality, algae, pollution, contamination, visibility, technical issues, equipment issues, staffing, capacity, private events, maintenance, emergency situations, legal requirements, insurance requirements or operational needs.
18.3 Activities may continue in many weather conditions. However, Activities, services or facilities may be stopped, delayed, restricted or cancelled in circumstances of lightning, extreme wind, poor visibility, poor water quality, unsafe water temperature, blue-green algae concerns or any condition deemed unsafe by management.
18.4 We may restrict the number of persons having access to the Site, any facility or any Activity at any time for safety, capacity, welfare, safeguarding, operational or security reasons.
18.5 We may alter opening hours, Session times, routes, obstacles, wakeboarding areas, towable ride areas, swim zones, paddle areas, entry points, exit points, equipment, facilities and Site arrangements without prior notice where reasonably required.
18.6 We may require Participants or Visitors to leave the water, an Activity, a facility or the Site immediately where conditions change or where staff consider it necessary.
19. Parking
19.1 Parking is only permitted in designated areas.
19.2 The grounds may be uneven. Please take care when driving, parking and walking through parking areas.
19.3 You must observe all speed restrictions, signs and staff instructions.
19.4 Vehicles and their contents are left at the owner’s risk.
19.5 We do not accept responsibility for loss, theft or damage to vehicles or contents, except where caused by our negligence or where liability cannot lawfully be excluded.
19.6 No vehicle may remain on Site outside normal operating hours without our prior express permission.
19.7 Motorhomes, camper vans, caravans, trailers and similar vehicles are not permitted to remain on Site unless prior written permission has been granted by us.
19.8 Any vehicle left without permission may be treated as trespassing and may be removed where lawful. The owner will be responsible for any costs or consequences arising from such removal.
20. Security and Safety
20.1 To protect Customers, Visitors, Participants, staff and the Site, we may ask Customers, Visitors and Participants to allow themselves and/or their belongings to be searched as a condition of entry.
20.2 Refusal to allow a reasonable search may result in refusal of admission or removal from the Site without refund.
20.3 You must not bring weapons, fireworks, smoke bombs, glass bottles, dangerous articles, illegal substances, legal highs, compressed gas canisters, or any item that may cause injury, alarm, damage, nuisance or disruption onto the Site.
20.4 Throwing any article that could cause injury, damage, disruption or annoyance is strictly prohibited.
20.5 Any person found with an item deemed offensive, dangerous, illegal or unsuitable may be refused admission, removed from the Site without refund, and reported to the relevant authorities.
20.6 Alcohol may only be consumed in authorised areas and in accordance with our rules and licensing requirements.
20.7 Alcohol must not be brought onto the Site without our express permission.
20.8 Any person found possessing unauthorised alcohol, appearing excessively under the influence of alcohol, or behaving unsafely because of alcohol may be refused admission or removed from the Site without refund.
20.9 CCTV may be used at the Site to assist with safety, security, incident management, crime prevention and the proper running of the Site.
20.10 We do not guarantee that CCTV covers all areas or that it will capture every incident.
20.11 All items, belongings and personal property brought onto the Site are brought at the owner’s risk.
20.12 We recommend that Customers do not bring unnecessary valuables to the Site.
21. Food and Drink
21.1 Unless we state otherwise, food and drink consumed at the Site must be purchased on Site.
21.2 We may ask you to remove from the Site any food or drink not purchased on Site.
21.3 We may make exceptions for baby food, medical requirements, allergy requirements or other reasonable circumstances at our discretion.
21.4 Glass containers are not permitted on Site unless expressly authorised by us.
22. Animals
22.1 Pets and animals are not permitted on Site unless expressly authorised by us.
22.2 Assistance dogs, including guide dogs and hearing dogs, are permitted where appropriate and subject to any reasonable safety restrictions around operational activity areas.
22.3 Animals must not be left unattended in vehicles.
22.4 We reserve the right to contact the relevant authority where an animal is left unsupervised, appears distressed, or may be at risk.
23. Photography and Filming
23.1 Unless expressly prohibited, Customers and Visitors may take photographs and video recordings at the Site for private, non-commercial use.
23.2 Customers and Visitors must not take photographs or video recordings in changing areas, toilets, first aid areas, staff areas, restricted areas, or any other area where photography or filming is prohibited.
23.3 Customers and Visitors must not intentionally photograph or film another person in a way that infringes that person’s privacy, dignity or safety.
23.4 Customers and Visitors must comply with all staff instructions relating to photography and filming.
23.5 We may request that photographs or video recordings are deleted where we reasonably consider that they are unsafe, intrusive, offensive, inappropriate, commercially exploitative, or infringe the privacy or safeguarding of another person.
23.6 Commercial photography, filming, livestreaming, drone use, media production or promotional use is not permitted without our prior written permission.
23.7 Drone use is not permitted at the Site without our prior written permission.
23.8 From time to time, we or authorised parties may take photographs and video recordings at the Site for safety, training, operational, promotional, advertising, social media, publicity or archive purposes.
23.9 Where photography or filming is taking place for promotional or public use, we will take reasonable steps to make Customers aware, such as signage, booking information, announcements or staff communication.
23.10 If you do not wish to be included in promotional photography or filming, please notify a member of staff before taking part or as soon as reasonably possible.
23.11 Use of photographs and video recordings will be handled in accordance with our Privacy Policy and applicable law.
24. Website Use
24.1 Use of the Website is subject to our Terms of Use, Privacy Policy and Cookie Policy.
24.2 Website content is provided for general information and booking purposes only and may change without notice.
24.3 You are responsible for ensuring that any Activity, product, service, Package, facility or information available through the Website meets your requirements before making a Booking.
24.4 The Website contains material owned by or licensed to us, including text, images, video, design, layout, graphics, branding and other content.
24.5 Unauthorised copying, reproduction, modification, publication, distribution or commercial use of Website content is prohibited unless permitted by law or agreed by us in writing.
24.6 Unauthorised use of the Website may give rise to a claim for damages and/or may be a criminal offence.
25. Lost Property
25.1 Lost property found at the Site will be dealt with responsibly and with reasonable regard for the rights of the owner.
25.2 If you lose property at the Site, you should report it to us as soon as reasonably possible.
25.3 We will make reasonable efforts to check whether the item has been found and to reunite found property with its owner where possible.
25.4 Found property will normally be retained for 10 days.
25.5 Electrical items, mobile phones, cameras, jewellery, wallets, bank cards, confidential documents, keys and identification documents may be retained for a further 20 days after the standard 10-day period.
25.6 If found property is not claimed within the relevant period, we may dispose of it, recycle it, destroy it, donate it or otherwise deal with it responsibly.
25.7 Perishable, wet, soiled, unsafe, low-value or unhygienic items may be disposed of sooner.
25.8 We do not accept responsibility for personal property left, lost, damaged or stolen at the Site except where caused by our negligence or where liability cannot lawfully be excluded.
26. Personal Information
26.1 We will use your personal information in accordance with these Terms and our Privacy Policy.
26.2 We may use the personal information you provide to:
a) manage and administer Bookings;
b) provide Activities, Packages, products, site services, visitor services and facilities;
c) process payments;
d) communicate with you about your Booking;
e) manage Waivers, safety requirements and incident records;
f) manage Memberships, passes and customer accounts;
g) handle complaints, enquiries and feedback;
h) comply with legal, insurance, accounting, safeguarding and regulatory obligations;
i) protect the safety, security and proper operation of the Site;
j) share relevant data with the respective Activity Operators, Windsor Lakes site teams or site service providers where necessary to manage your Booking, Activity, Package, incident, complaint or claim.
26.3 We may share personal information where necessary with service providers, booking providers, payment processors, IT providers, insurers, professional advisers, emergency services, regulators, enforcement authorities, Activity Operators or other third parties where necessary for the purposes set out in our Privacy Policy.
26.4 We will not sell your personal information.
26.5 For more information about how we use personal information, please read our Privacy Policy.
27. Liability
27.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.
27.2 Nothing in these Terms affects your statutory rights.
27.3 Subject to clauses 27.1 and 27.2, we are not responsible for loss, damage, cost, expense, injury, delay, missed Activity, missed service, disappointment, distress, inconvenience, anxiety or loss of enjoyment arising from:
a) your failure to comply with these Terms;
b) your failure to comply with Activity Rules, Site Rules, safety briefings, staff instructions or signage;
c) your failure to complete a required Waiver;
d) your failure to meet the Activity requirements, including swimming requirements;
e) your late arrival or non-attendance;
f) your failure to wear or use required safety equipment;
g) your misuse of equipment, facilities, safety equipment, rescue equipment, hire equipment, Activity equipment or Site facilities;
h) your use of personal equipment that is unsuitable, unsafe or not approved by us or the relevant Activity Operator;
i) circumstances outside our reasonable control;
j) the behaviour, acts or omissions of another Customer, Visitor or Participant;
k) loss of or damage to personal property unless caused by our negligence.
27.4 Where a claim, complaint or incident relates to the delivery, instruction, supervision, control, equipment, rescue or safety management of an Activity operated by an Activity Operator, that claim, complaint or incident will be handled by the relevant Activity Operator in accordance with Section 4 and this Section 27.
27.5 We are not liable for indirect losses, business losses, loss of profit, loss of opportunity, travel costs, accommodation costs, or other consequential losses unless required by law.
27.6 Any typographical, clerical or other error or omission in any Booking confirmation, receipt, invoice, Website information, email or other documentation issued by us may be corrected without liability, provided that we act reasonably.
28. Complaints and Problems with a Booking, Activity or Site Service
28.1 If there is a problem with your Booking, Activity, service or visit, please notify a member of staff as soon as reasonably possible during your visit so that we have an opportunity to review and, where appropriate, resolve the issue.
28.2 If the matter cannot be resolved on Site, please contact us by email and include your name, Booking Reference Number, date of visit, Activity or service, details of the issue and any relevant photographs or supporting information.
28.3 Where the issue relates to booking administration, check-in, customer service, food and beverage, parking, toilets, changing areas, welfare facilities or general site facilities, the matter may be handled by Windsor Lakes or another appropriate site service provider.
28.4 Where the issue relates to the delivery, operation, safety management, instruction, supervision, equipment or rescue arrangements for an Activity, the matter will be directed to and handled by the respective Activity Operator.
28.5 You may contact Windsor Lakes by email at info@windsorlakes.co.uk.
28.6 We welcome feedback and will use reasonable endeavours to respond to complaints within a reasonable time.
29. Communications
29.1 When we use the words “writing” or “written” in these Terms, this includes email unless we state otherwise.
29.2 We may contact you using the contact details provided at the time of Booking.
29.3 You are responsible for ensuring that your contact details are accurate and up to date.
30. Changes to These Terms
30.1 We may update these Terms from time to time.
30.2 The Terms in force at the time of your Booking will apply to that Booking unless a change is required by law, regulation, safety requirement, insurance requirement, operational requirement or another reasonable basis.
30.3 Where we make a material change that affects an existing Booking, we will use reasonable endeavours to inform affected Customers as soon as reasonably possible.
31. Governing Law
31.1 These Terms are governed by the laws of England and Wales.
31.2 The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights that allow you to bring proceedings elsewhere.
32. Contact Details
Windsor Lakes
Horton Road
Datchet
Berkshire
SL3 9HY
Email: info@windsorlakes.co.uk
Telephone: 01753 542500
Website: www.windsorlakes.co.uk