PRODUCT RETURNS
Any faulty products will be refunded or replaced.
Returns will only be accepted within 28 days of receipt if the product is undamaged and with any packaging still in place. This does not affect your statutory rights.
BOOKING & PAYING FOR TRAINING SESSIONS
Payment for training sessions can be made on a pay as you go basis with payment made at the time of booking, or via multi session vouchers or season tickets.
Vouchers and season tickets are paid up front and there are no refunds for any sessions not attended.
Bookings close 48 hours before training so that we have enough time to plan for the session. If you realise that you have not booked a session and you are outside of these timelines, we will do our best to support you and may charge you an admin fee.
When you book and pay for a training session, we plan for your attendance and our systems will send you notification of your booking. We do reserve the right to refuse a booking without giving any reason and in such circumstances we will return any monies paid at the time of the booking.
Please check your booking to ensure that the booking details are as you intended. You are able to manage your own bookings through our system up to 48 hours before the start of the session. After that point we will assume that you will be in attendance and will put plans in place on that basis.
BOOKING & PAYMENT FOR TRAINING CAMPS
Payment for training camps must be made no later than six weeks before the start of the camp or at the time of booking if this is later. Slots are allocated on a first come, first served basis. Your place on the training camp is not confirmed until payment is made. If payment is not made, your place will be cancelled and any deposit paid will be retained.
Our training camps can only be operated if a sufficient number of people book them. If there is insufficient demand, we have the right to cancel the camp in question. If we have to do so, we will tell you as soon as possible and normally no later than 6 weeks prior to the start date. In this situation we will provide you with a full refund of all monies paid. No compensation for other amounts (for example, the cost of any travel arrangements you have made independently) will be payable.
CHANGES AND CANCELLATIONS BY US
If we change a training session or training camp before it starts
We hope and expect to be able to provide you with the training session or training camp as originally planned. We plan our training sessions a long time in advance and rely on access to the training venues. Our main training venue is Dover Harbour.
We are aware of events that take place in the harbour and plan our sessions around these. If these events change, or other events are planned after we have planned our training sessions, we will do our best to adapt. Adaptation can mean changing the time we start training or the location in which we train.
Dover Harbour offers us a good degree of protection from adverse weather conditions. However, by its very nature open water swimming requires a significant degree of flexibility on your part as, whether or not a swim can proceed, is largely dependent on weather conditions and currents. If the circumstances change, cancellations can be made at the last minute. Our beach crew or any third party operating a swim will determine if a swim can proceed and you will be expected to comply with their instructions. Where we have enough notice, we will either (a) cancel training; or (b) move the location. We will generally make a decision on the forecast 24 hours ahead of the training session. The forecasts further ahead of that can tend to be volatile.
If we have to cancel or move a training session after it has been planned, no refunds or partial refunds are made for those with season tickets.
For those who pay for a block of sessions via a voucher, you will have the following options:
accept any alternative training time or location that is offered to you;
transfer your booking to an alternative session of the same nature;
For those who pay for their training sessions on a pay as you go basis, you will have the following options:
accept any alternative training time or location that is offered to you;
transfer your booking to an alternative session of the same nature;
request a full refund
With our training camps, it is unlikely that we will have to cancel an entire camp, but if we do we will provide you with a full refund. If we have to move location for one or more day we will choose another location in the same county. It is assumed that you will attend the revised location. No refunds will be provided. If we have to cancel one or more days of the camp, where this is done before the session in question starts, we will provide a partial refund for the day(s) cancelled.
With any changes or cancellations to training sessions or training camps the extend of our liability is the money paid to us. We will not be held accountable for any payments made for travel or accommodation.
Once training sessions or training camp days are in progress, no refunds will be made for any sessions that are shortened due to events or changes in weather that are outside of our control.
IF YOU CHANGE YOUR BOOKING
Training sessions
If you want to change your training sessions, you can do this directly, online, up to 48 hours before the session starts. No changes can be made after this deadline. You can transfer your booking to an alternative date with no admin charge. If you require assistance from us, with this we reserve the right to charge an admin fee.
Training camps
As we only offer infrequent training camps we are not in a position to offer alternative camps.
IF YOU CANCEL YOUR BOOKING
Training sessions
Season tickets. No refunds are offered for any training sessions that are cancelled
Block booking vouchers. When you cancel a session, a credit for the session should be added to your balance and you can book another session of your choosing as a replacement. No refunds are made for any sessions cancelled less than 48 hours ahead of the session start. No refunds or partial refunds are used for any sessions not booked by the end of the season in which the voucher was purchased.
Pay as you go. Our system does not automatically generate refunds for sessions cancelled. If you cancel a session on our system more than 48 hours ahead of the start and wish to have a refund, please get in touch. We will gladly refund the amount you paid less a 2% admin fee. Any cancellations made less than 48 hours ahead will have all monies paid forfeited. If you fail to turn up for a training session, you payment will be forfeited.
Training camps
If you decide to cancel your space on our training camp we will refund according to the following schedule:
More than 6 weeks ahead, we will refund your booking less a 2% admin fee.
2-6 weeks ahead of the training camp we will refund 50% of your payment.
1-2 weeks ahead of the training camp we will refund 25% of your payment.
Less than 1 week ahead an there are no refunds.
OUR PRICING POLICY
We reserve the right to alter the prices shown in any of our marketing material, social media, emails and website.
For training and membership our intention is to review and update these prices annually before the season starts and will only change these prices during the season in exceptional circumstances. No changes will be made to training that has already been paid for via a season ticket, voucher or pay as you go.
Product prices may be changed at any point. The relevant price is the price in force at the time of purchase.
LIMITATION OF OUR LIABILITY TO YOU
We will not be liable where any failure in the performance of the contract is due to:
you; or
a third party unconnected with the provision of our training services and where the failure is unforeseeable or unavoidable; or
unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall.
Our liability, except in cases involving death or personal injury, shall be limited to a maximum of 2 times the cost payable to us for your training.
Should you suffer illness, personal injury or death attributable to a third party unconnected with the provision of our services, or as a result of failures due to circumstances beyond our control, we will offer you such advice, guidance and assistance as is reasonable in the circumstances.
CHANGES DUE TO CIRCUMSTANCES BEYOND OUR CONTROL
We will not be liable to pay any compensation if we are forced to cancel or in any way change your training arrangements as a result of unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even with all due care. These include bad weather, adverse water conditions or marine activity, pollution to waters, unavoidable technical problems with transport or accommodation, war or threat of war, civil strife, industrial disputes, natural disaster, epidemic or terrorist activity.