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Bookings Policy

Last updated: 30/12/2025
 

This Bookings Policy explains how bookings at Canterbury Leisure work and what to expect when making, changing, or attending a booking. It applies to all activities, events, parties, and experiences at Canterbury Leisure.

By making a booking, you agree to this Bookings Policy in addition to our Terms of Service, Privacy Policy, and Cookie Policy.
 

1. Making a booking

All bookings are subject to availability and are accepted at the discretion of Canterbury Leisure.

A booking is only confirmed when:

• Payment has been successfully processed, and

• A booking confirmation is displayed and/or sent by email.

It is your responsibility to check all booking details carefully at the time of booking.
 

2. Who is responsible for the booking

The person who makes the booking (“the Group Organiser”) is responsible for:

• Ensuring all participants are aware of the booking time and details

• Ensuring the group arrives on time

• Ensuring participants meet age and suitability requirements

• Ensuring all guests follow staff instructions and venue rules

Canterbury Leisure communicates primarily with the Group Organiser.
 

3. Arrival times

Guests should arrive 10–15 minutes before their scheduled activity start time.

This allows time for:

• Check-in

• Safety briefings

• Equipment allocation

Late arrival may affect your booking (see section 4).
 

4. Late arrivals and no-shows

Canterbury Leisure operates timed activities. Late arrivals impact other bookings.

• If you arrive late, your session may be shortened so later bookings are not affected

• If you arrive 15 minutes or more after your scheduled start time, your booking may be treated as a no-show

• No refunds are issued for late arrivals or no-shows

If only part of a group arrives on time, the activity may start without the remaining participants.
 

5. Group size changes

Bookings are made for a specific number of participants.

• Reductions in group size on the day are not refundable

• Additional participants may only be added subject to availability and payment

It is the Group Organiser’s responsibility to ensure accurate numbers at the time of booking.
 

6. Changes and rescheduling

If you need to change or reschedule a booking, you must contact Canterbury Leisure as soon as possible.

• Changes are subject to availability

• Changes are offered at Canterbury Leisure’s discretion

• An administration fee may apply

• Same-day changes are not guaranteed
   

7. Cancellations and refunds

Unless otherwise required by law:

• Bookings are non-refundable once confirmed

Details of cancellations and refunds are explained in our Bookings Policy.

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8. Activity suitability and safety

Some activities have age, height, health, or supervision requirements.

It is the responsibility of the Group Organiser to ensure all participants are suitable for the booked activity.

All participants must:

• Follow staff instructions

• Follow safety rules

• Use equipment correctly

Canterbury Leisure may stop an activity without refund if safety instructions are not followed.
 

9. Behaviour during bookings

Canterbury Leisure aims to provide a safe and enjoyable environment.

We reserve the right to:

• Refuse entry

• Remove individuals or groups

• End an activity early

without refund if behaviour is unsafe, aggressive, disruptive, or inappropriate.
 

10. Equipment, damage and loss

Guests are responsible for using equipment and facilities correctly.

If damage is caused due to misuse or misconduct, Canterbury Leisure may charge for repair or replacement.
 

11. Operational issues and circumstances beyond our control

In rare cases, activities may be affected by:

• Technical faults

• Safety concerns

• Power failure

• Weather conditions

• Circumstances beyond our reasonable control

Where possible, Canterbury Leisure may offer:

• An alternative activity

• A reschedule

• A credit

Refunds are not guaranteed and are offered at Canterbury Leisure’s discretion unless required by law.
 

12. Gift vouchers and promotional bookings

Bookings made using gift vouchers, discount codes, or promotional offers are subject to:

• Any stated restrictions

• Availability

• This Bookings Policy

Promotional bookings may have additional conditions displayed at the time of booking.
 

13. Changes to this Bookings Policy

Canterbury Leisure may update this Bookings Policy from time to time.
The version in force at the time your booking is made will apply to that booking.
 

14. Contact us

If you have questions about this Bookings Policy, please contact us:

Canterbury Leisure
Email: Admin@canterburyleisurekent.com
Website: www.canterburyleisurekent.com

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