Terms & Conditions
Please read the following terms and conditions carefully, making specific note of the cancellation and no show policies which will be strictly enforced and apply to all activities.
General Terms and Conditions:
1. Booking terms
2. Payment terms
3. Redeeming gift vouchers
4. Cancellation and no-show policy
5. Start times
6. Under 18’s
7. Video & Photos
8. Purchases and returns policy
9. Data Protection
10. Force Majeure
11. Corporate Events
Refer to rules and regulations for further info on activities
1. Booking terms
1.1 Pre-booking of all online activities are essential. Pre-booking for all onsite activities is advisable to ensure your preferred date and time.
1.2 All activity bookings, both on-site and remote are non-refundable.
1.3 No booking for any activity on-site or remote will be confirmed, unless payment is made, or a Bank Transfer is initiated; upon which a booking confirmation can be issued upon request.
1.4 For schools and colleges, a purchase order is acceptable, provided payment is received prior to the booking date.
2. Payment terms
2.1 All bookings must be paid for in full. Payments must be made in advance over the phone, online or in person, using a credit or debit card.
2.2 Bank Transfers will be accepted for payments of over £150, providing bookings are more than 30 days in advance.
2.3 If paying by Bank Transfer, a minimum of 10 days must be allowed for funds to clear.
2.4 Failure to pay in full before the specified deadline, will result in cancellation.
2.5 Any additional bank charges must be paid for by the payee.
2.6 Due to fraud protection procedures, you will be asked to present either the card used to pay, or a form of photo ID (driver license/passport) on the day of your activity.
3. Redeeming gift vouchers
3.1 Vouchers used for any activities must be declared at the time of booking. Thus, being proof of your payment for your activity.
3.2 Vouchers must be presented on the day of the activity to be valid.
3.3 Any lost/stolen vouchers can be replaced at a surplus charge of £8 provided the expiry date has not been exceeded.
3.4.1 All vouchers are non-refundable
3.5 If returning vouchers, please send via recorded delivery as lost vouchers are non-refundable.
3.6 All vouchers expire 12 months after purchase date , unless otherwise stated.
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 Twinwood’s own policies. Please check with your voucher supplier.
3.8 Gift vouchers cannot be purchased or redeemed in conjunction with any other offer or discount.
3.9 Gift vouchers cannot be exchanged for cash.
3.10 For multi activity vouchers should one of the activities be unavailable for any reason then either an alternative activity will be offered or a gift voucher given to be used at a future date within the following 12 months.
3.11 Vouchers must be booked on or before date of expiry
3.12 Unless otherwise stated, vouchers sold by Twinwoods Adventure are ‘Anytime’ and can be redeemed any time there is availability before the expiry date.
3.13 Vouchers are for the specific activity as printed on the voucher, and not interchangeable or redeemable for cash
4. Cancellations, Rescheduling and no-show policy
4.1 Non-attendants and latecomers will be considered as cancellations.
4.2 Refunds are not available for no-show or cancellations
4.3 At the discretion of a Manager a booking may be rescheduled once with a minimum of 72hrs notice
4.4 All cancellations must be made by telephone, email or in person. Cancellations will not be taken any other way.
4.5 For bookings which include multiple activities you must give at least 72 hours notice in order to move your booking.
5. Start Times
5.1 Please arrive 15mins before the start time of your onsite activity for a mandatory briefing.
5.2 If you miss your pre-activity briefing, you will be unable to take part and will not be reimbursed, or offered an alternative activity.
5.3 Twinwoods Adventure reserves the right to terminate your experience at it’s intended end time if the activity runs over due to no fault of Twinwoods Adventure.
6. Under 18’s
6.1 Under 18’s must be supervised by a responsible adult throughout the duration of their online experience.
6.2 Under 18’s should always be accompanied by an adult, remote and onsite, the adult will always be asked to sign on behalf of the minor.
7. Video & Photos
7.1 Twinwoods Adventure may take photos and/or videos during your activity for safety and quality control purposes. The footage may also be used at our discretion for marketing purposes. If you wish not to be photographed and/or videoed please let us know in writing in advance of your booking.
7.2 In the event of video footage or photos being unavailable there will be no rescheduling or re-imbursement.
7.3 Should the booked activity package include a free USB, in the unlikely event that this is unavailable there shall be no alternate reimbursement
8. Purchases and returns policy
8.1 No refunds are offered for any voucher or activity, used, unused, or part thereof.
8.2 Clothing or items purchased onsite can be refunded or exchanged with proof of purchase within 14 days of the dated receipt.
9. Data protection and GDPR
9.1 Twinwoods Adventure may store personal data in order to provide our services, and for operational reasons. This follows compliance with GDPR Legislation as of May 2018.
9.2 The data we hold is basic contact and identity information (name, e-mail address and phone numbers) for customers who make bookings with us. This information is held for contact, booking confirmation and marketing purposes
9.3 For the purposes of sending out confirmation e-mails, newsletters and other marketing communication it is necessary to disclose e-mail addresses to external service providers. These service providers are required to respect the security of the data and treat it in accordance with the law, and we do not allow them to use the data for any other purpose.
9.4- Twinwoods Adventure retain ownership of all intellectual property rights in relation to the remote escape rooms we provide.
10. Force Majeure
10.1 We will not be liable, or responsible for any failure to perform, or any delay in performance of, or any of our obligations under the Contract; that is caused by any act or event beyond our reasonable control.
10.2 If an Event Outside Our Control occurs that affects the performance of our obligations- under the Contract:
(a) we will notify you as soon as possible
(b) our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control.
10.3 Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
11. Corporate Events
11.1 Cancellation
11.1.1 A full refund will be given if an event is cancelled with at least 30 days’ notice.
11.1.2 The date of the event may be rescheduled, once only, to an alternative and mutually agreed date, with at least 7 days’ notice.
11.2 Group Size Alterations
11.2.1 If you wish to increase the group size for a previously-booked event, please let Twinwoods Adventure know as soon as possible. It may be possible for Twinwoods Adventure to increase the group size of a booking, if given reasonable notice, although Twinwoods Adventure are not obliged to do so.
11.2.2 The group size may be decreased by up to 30% with at least 7 days’ notice and a refund given. In this instance, the refund will be calculated as the difference between the original price paid and what the price would be with the new group size rounded to the nearest 10 people.
Activity and Facilities Terms and Conditions:
1. Indoor Skydiving
2. Indoor Surfing
3. Jumping and Climbing
4. Escape room/ Remote escape room
5. Shoot
6. Restaurant
7. Alcohol
8. Leisure Centre (including membership terms)
9. Accommodation
10. Playhouse
1. Indoor Skydiving
1.1 The maximum flying weight is 19.5 stone.
1.2 Customers who have purchased Fly with a Friend and 2 Flight experience with a friend packages may not be able to fly together due to the weight and size difference of the flyers.
1.3 In the event that 2 people are of such a difference in size or weight that Bodyflight’s instructors deem it necessary not to fly customers together, they will make the decision to fly them separately within the same allotted activity time. (eg- for a 2.5 minute 2 flight package each individual will receive one flight of 1.25 minutes)
1.4 Customers who weigh over 16.5 stone may still be eligible to fly but may have a slightly different experience
1.5 The Bulk Time Discount Scheme
1.5.1 Bodyflight rewards customers who pre-pay for their tunnel time in blocks of 30 minutes or more. Blocks of time of 30 minutes or more is considered Bulk Time.
1.5.2 Bulk time is subjected to peak and off-peak rates.
1.5.3 Bodyflight will determine when peak and off-peak time is and reserves the right to amend this at any time.
1.5.4 Bodyflight reserves the right to amend the price of bulk time at any point.
1.6 Booking Bulk tunnel time
1.6.1 Tunnel time can be purchased ‘in bulk’ and held on account to be used in the future.
1.6.2 Alternatively a ‘cash account’ can be created with credit added to be used to make bookings. The first purchase onto an account must be for a minimum of one hour, after which smaller amounts may be purchased.
1.6.3 For both bulk accounts and cash accounts credit of tunnel time or monetary value may be kept on account for use for up to three years.
1.6.4 Accounts will usually be named after the individual, team or organisation who makes the original purchase.
1.6.5 Up to three named users can be added to the account in addition to the account holder who will then be authorised to make bookings from, and changes to, that account.
1.6.6 A named user from either the cash account or Bulk account must be present every time it is used.
1.7 Eligibility to Fly Bulk Time
1.7.1 Bulk Time is intended for use by experienced flyers only, however, up to four beginners per hour of Bulk Time may use this flight time.
1.8 Rotations
1.8.1 Bodyflight is unable to guarantee rotations.
1.8.2 Bodyflight will, if possible, provide one minute empty tunnel rotations.
1.8.3 Bodyflight will endeavour to arrange rotations required for bookings.
2. Surfing
2.1 Minimum height restriction of 42 inches (107cm) applies to body boarders and 52 inches (137cm) to stand up riders. (Flow-boarders)
2.2 Except in exceptional circumstances, or when privately hired, the maximum number of riders in a session will be twelve people.
2.3 Surfing Loyalty Card Term & Conditions
2.3.1 Loyalty cards are for the sole use by the person named.
2.3.2 Cards are required to be present to attain a stamp on day of use. .
2.3.3 Only one stamp shall be given for every full price session* bought.(*full price sessions do not include, the after school surf camp, flow academy of family surf session)
2.3.4 To redeem your free session a completed card must be presented onsite at the time of booking. Free sessions can only be booked onsite.
3. Jump and Climbing
3.1 Vertigo jumps can take place in all weather except electrical storms, very high winds or very heavy rain. Bodyflight will hold the final decision whether to run a Vertigo session due to adverse weather conditions or not.
3.2 In the event of poor weather preventing a jump, customers will be issued with a gift voucher to make a valid booking within 12 months of the original booking date.
3.3 The maximum weight limit for Vertigo and the climbing wall is 16.5 stone.
3.4 Customers must be able to fit into one of the harnesses in order to take part.
3.5 In the event of a technical issue Bodyflight will make the decision not to run a Vertigo or Climbing session until the issue has been resolved. Customers will be issued with a gift voucher for their jump valid for 12 months.
4. Escape room/ Remote Escape room
4.1 No age restrictions are stated however the puzzles are designed for an audience of 14 and above.
4.2 All children must be accompanied by an adult who is responsible for them throughout their experience.
4.3 Users who suffer from epilepsy or other conditions that can be affected by flashing lights should not take part.
4.4 All bookings must be paid for at the time of booking and are strictly non-refundable.
4.5 The maximum onsite weight restriction is 18 stone.
4.6 Please note: we record all games for training and marketing purposes. If you would prefer not to be recorded please notify your games master before the start of your experience.
5. Shoot
5.1 The minimum age for Shoot is 10 years old. All children must be accompanied by an adult who is responsible for them throughout their experience.
5.2 The supervising adult does not need to take part in the activity.
5.3 Users who suffer from epilepsy or other conditions that can be affected by flashing lights should not take part in the Auto Speed Range.
5.4 All bookings must be paid for in full at the time of booking.
5.5 All bookings are non-refundable.
5.6 24 hours notice must be given to move a booking as stated in the general terms and conditions.
6. Restaurant
6.1 All payments made to Bodyflight Limited are non-refundable and we are unfortunately unable to make any refunds for guests who do not turn up for their booking on the day.
6.2 Buffet bookings can only be made by making payment in full. 72 hours notice required and minimum of 6 people per booking.
6.3 The Party Room or tables will be reserved at the discretion of the restaurant but are not guaranteed
6.4 Buffet bookings cannot be cancelled or rescheduled with less than 72 hours notice for any reason.
6.5 Only food and drink purchased from the restaurant may be consumed on the premises – please note bringing “extra” food for your party is not allowed with the exception of one birthday cake. Exceptions can be made for allergies but please make staff aware upon arrival.
6.6 Reservations of the party room and tables will be allocated for approximately 1 hour.
7. Alcohol
7.1 The consumption of alcohol is not permitted either before or during any of our activities.
7.2 If a member of staff suspects you are under the influence of alcohol or any other substance they will refuse you participation in the activity.
8. Leisure centre
8.1 The gymnasium, hydrotherapy pool and spa are unsupervised and therefore used entirely at your own risk.
8.2 Children under the age of 18 must be accompanied into the leisure centre by an adult.
8.3 When swimming with children Under 5’s the ratio is 1 adult to 1 child, age 5 and upwards the ratio is 1 adult to 2 children
8.4 Bodyflight Limited reserves the right to refuse entry to the leisure centre.
8.5 Gym Membership
8.5.1 Monthly membership is to be paid for on a recurring direct debit payment. Credit card payment will be taken upon joining and the membership will be automatically renewed using direct debit until you inform us in writing that you no longer require membership.
8.5.2 Annual memberships must be paid in advance. No cancellation transfer or changes are possible to this membership type.
9 Accommodation
9.1 A 30% deposit is taken when making a booking, this is non-refundable. The remaining amount is due in full upon arrival.
9.2 More than 72 hours notice is required to cancel the booking to avoid further charges.
9.3 Cancellation within 72 hours of your booking will result in a 50% charge of the booking fee. (taken from the booking card provided)
9.4 Cancellation after 2pm the day prior to your booking will result in the full payment being charged.
9.5 In the event of an activity or facility being unavailable during your stay, no refund or alternative will be provided for the accommodation as this is considered a separate entity.
9.6 Smoking is strictly prohibited in all areas of the building. Any damage carried out, including smoking will result in a charged which will be valued by a Manager.
10. Playhouse
10.1 Playhouse reserves the right to refuse entry.
10.2 Children must be supervised by their parents or another responsible adult.
10.3 There must be a minimum of one supervising adult for every 5 children. For toddler parties there must be one supervising parent/adult to every 2 children. Anymore than one adult per child will need to be authorised before arrival.
10.4 Playhouse staff are unable to take responsibility for children at any time
10.5 Playhouse ‘Rules of Play’ apply at all times and these can be found on the play equipment.
10.6 Playhouse will be open to other members of the public unless you have chosen to hire the facilities privately.
10.7 Please consider the privacy of other guests at Playhouse when taking photographs or filming. Please ensure photographs taken inside Playhouse are that of your own children or party.
10.8 Adults and children entering Playhouse must not be suffering from any sicknesses or contagious conditions otherwise you maybe asked to leave,
10.9 Socks MUST be worn at all times by children and adults.
10.10 Playhouse Party bookings
10.10.1 All payments made to Playhouse are non-refundable. This includes if a party guest does not turn up on the day of booking.
10.10.2 Playhouse Party bookings can only be made by making payment in full. Playhouse does not take reservations.
10.10.3 A minimum of 24 hours notice is required to reschedule a Playhouse Party
10.10.4 Playhouse are unable to reschedule party bookings with less than 24 hours notice for any reason.
10.10.5 If illness pertains to the birthday child Playhouse will reschedule your party at a mutually convenient date provided 24 hours notice is given.
10.10.6 Additional food items can be purchased on the day subject to availability.
10.10.7 Final party numbers are required a week or more before your party to make sure we are able to accommodate you.
10.10.8 Only food and drink purchased from Playhouse may be consumed on the premises – please note bringing “extra” food for your party is not allowed with the exception of a birthday cake. Exceptions can be made for allergies, please make staff aware upon arrival.
10.10.9 Baby food is permitted on site, responsible adults can heat this onsite at own risk.
10.10.10 Children are not permitted to re-enter the play area after finishing in the party room unless this is within the allocated time slot.
10.10.11 If you have selected a party where face painting is included, one form is to be signed by organiser for all children attending. This is mandatory and must be booked in advance, no exceptions will be made.
10.10.12 The use of party poppers or sparkler candles is not permitted.
10.10.13 Entertainers are not permitted to enter the Playhouse unless this has been authorised by Management prior to the party.
10.10.14 All children will be counted on entrance to the Playhouse, if the number exceeds the number booked an additional charge will be added per child.
Are you fit to take part in our Activities?
A Guardian/parent must sign the safety waiver on behalf of an under 18
You are unable to take part if you have/are:
- Dislocated shoulder injuries
- Freshly-stitched wounds
- Pregnant
- Under the influence of alcohol/drugs.
Please contact us if you are under any medical supervision at present and unsure if you can take part.
You should seek medical advice if you have:
- Back & Disc problems/Neck problems
- Osteoporosis or similar bone illnesses
- Heart problems
Please see below for activity specific restrictions
Fly
- If you weigh over 105kg (16.5 stone) then you may have a slightly different experience to other flyers.
Fly with a Friend
Participants will only be able to fly together* subject to weight allowance and ability.
*Paired flyers must be no more than 13Kg (2 stone) different in weight and no more than 30cm (12 inches) different in height. Participants flying together is at the instructor’s discretion and cannot be guaranteed. If you are unable to fly in pairs then each person will receive solo flight(s). The flight duration will remain as originally booked and will be split between the two participants.
Surf
- Must be over 107cm in height for bodyboarding
- Must be over 137cm in height for stand up riding
Jump/Climb
- You weigh less than 18.5 stone
- If you are unable to fit into one of our harnesses, you will not be able to climb or jump
- You can land unassisted from a jump of 1 meter
Shoot/Archery
- You are over 10 years of age
- You are able to understand and follow basic safety instructions.
- You should not take part If you feel you are not able to handle a weapon for any reason
- You should not take part if unable to lift or draw a bow.
If you are concerned about any of the above statements or need to let a member of staff know something, it is important that you do so before booking.
Twinwoods Adventure is the trading name of Bodyflight Ltd, herein referred to as Twinwoods Adventure.
1. The promoter is: Twinwoods Adventure (company no. 05268286) whose registered office is at Twinwoods Adventure, 36 Twinwoods Business Park, Thurleigh Road, Milton Ernest, MK44 1FD.
2. Employees of Twinwoods Adventure or their family members or anyone else connected in any way with the competition or helping to set up the competition shall not be permitted to enter the competition.
3. There is no entry fee and no purchase necessary to enter this competition.
4. Route to entry for the competition and details of how to enter are as follows:
To enter, you must sign up with your email address between June and the end of July 2020. The more competition points you earn, the higher chance you have of winning the grand prize. First, second, and third prizes will be awarded based on the number of competition points earned by contest participants.
5. Closing date for entry will be 23:59 on 31st July 2020. After this date the no further entries to the competition will be permitted.
6. No responsibility can be accepted for entries not received for whatever reason.
7. The rules of the competition and the prize for each winner are as follows:
Participants must sign up with a valid email address to be included in the competition.
The first 50 competition entrants to enter are eligible for a 75% discount for a standard Twinwoods Adventure live remote escape room experience of the game Morse Code, which must be used by midnight on Sunday 2nd August. All subsequent contest entrants will receive a 25% discount code for a standard Twinwoods Adventure live remote escape room experience of the game Morse Code, which is valid for the duration of the competition.
Ten competition entrants will be selected at random to win 3 live remote escape room experiences of the game Morse Code for themselves and three friends.
The first, second and third prizes will all be awarded based on the number of competition points that are earned by participants. One competition point can be earned for each of the following activities:
- Promoting the competition on Twitter (by clicking on the “tweet” button and tweeting via the competition page).
- Following Twinwoods Adventure on Instagram (by clicking on the “follow” button and following us via the competition page).
- Promoting the competition to friends (by clicking on the “email a friend” link and submitting your friend’s email address via the competition page).
- Referring a friend which results in the friend clicking on the link (by sharing the “refer a friend” link).
8. The promoter reserves the right to cancel or amend the competition and these terms and conditions without notice in the event of a catastrophe, war, civil or military disturbance, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of the promoter’s control. Any changes to the competition will be notified to entrants as soon as possible by the promoter.
9. The promoter is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this competition.
10. No cash alternative to the prizes will be offered. The prizes are not transferable. Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value without giving notice.
11. The winner will be notified by email within 3 days of the closing date. If the winner cannot be contacted or do not claim the prize within 3 days of notification, we reserve the right to withdraw the prize from the winner and pick a replacement winner.
12. The winner will need to provide a valid e-mail address where the Promoter can send the e-tickets to.
14. The promoter’s decision in respect of all matters to do with the competition will be final and no correspondence will be entered into.
15. By entering this competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.
16. The competition and these terms and conditions will be governed by English law and any disputes will be subject to the exclusive jurisdiction of the courts of England.
17. The winner agrees to the use of his/her name and image in any publicity material. Any personal data relating to the winner or any other entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the entrant’s prior consent.
18. The winner’s name will be available 28 days after closing date by sending a stamped addressed envelope to the following address: Twinwoods Adventure, 36 Twinwoods Business Park, Thurleigh Road, Milton Ernest, MK44 1FD.
19. Entry into the competition will be deemed as acceptance of these terms and conditions.
20. This promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook, Twitter or any other Social Network. You are providing your information to Bodyflight Ltd. and not to any other party.
