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. Arrival times
- 6. Under 18’
- 7. Video & Photos
- 8. Purchases and returns policy
- 9. Data Protection
1.0 Booking terms
1.1 Pre-booking of all activities is advisable to ensure your preferred date and time.
1.2 All activity bookings are non-refundable.
1.3 No booking for any activity may be entered into the Booking System unless payment is made or a Bank Transfer is initiated.
1.4 For schools and colleges provided a purchase order has been received a booking can be made in the system. Payment must be received prior to the booking date.
1.5 Certain activities are restricted to specific times and days. Please check the main pages of the website or call 0845 200 2960 for more information.
1.6 If a booking confirmation is required please request one at the time of booking and provide a valid e-mail address to which it can be sent.
1.7 Booking Protection (cancellation insurance) can be purchased for activity bookings.
1.8 Booking protection can only be purchased at the time of booking.
1.8.1 Where Booking protection has been purchased, claims for missed bookings must be made within 28 days of the missed booking date.
2.0 Payment terms
2.1 All bookings must be paid for in full, in advance over the phone, online or in person, using a credit or debit card.
2.2 Bank Transfers may be accepted providing bookings are more than 30 days in advance.
2.3 If paying by Bank Transfer, allow a minimum of 10 days for funds to appear in the Bodyflight Limited bank account.
2.4 Bank transfers will only be accepted for payments of over £150.
2.5 Failure to pay before the specified deadline will result in the booking being removed from the Booking System.
2.6 If paying by Bank Transfer, any additional bank charges must be paid for by the customer.
2.7 If there is the ability to include a reference on the Bank Transfer please use your booking reference number.
2.8 For fraud protection you may be asked to present either the card used to pay or a form of personal ID on the day of your booking.
2.8.1 Details of the card or ID presented on the day may be recorded by Bodyflight.
3.0 Redeeming gift vouchers
3.1 If you are using a voucher, please bring this with you, it is proof of your payment and your eligibility to take part in the activity.
3.2 If you do not bring your voucher you will not be able to take part in any activity unless another purchase is made.
3.3 Any lost or stolen vouchers will not be replaced free of charge.
3.4 Vouchers purchased over the phone or online can be refunded minus a 5% administration charge if a customer contacts us within 14 days of purchase. Vouchers must be returned before a refund can be issued.
3.4.1 If a booking has been made in the diary within 14 days after purchase then the voucher becomes non-refundable.
3.5 It is strongly suggested that when returning vouchers they are sent recorded delivery as lost vouchers will not be refunded. Proof of postage is not proof of receipt.
3.6 All vouchers expire 12 months after purchase date unless otherwise stated.
3.7 Lost or stolen vouchers can be replaced for an £8 charge provided this is before the expiry date.
3.8 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 Bodyflight's own policies. Please check with your voucher supplier.
3.9 Customers who have a Bodyflight voucher who wish to book their experience after the expiry date of the voucher can do so by paying an additional fee of 30% of the current value of that product provided the voucher is still in date at the time of booking. This can be done online here: https://twinwoodsadventure.com/extend-voucher
3.9.1 If that product is no longer on sale then a charge of 30% of the price that was originally paid for the voucher will be charged.
3.10 Bookings made after the expiry date on the voucher cannot be moved or changed once the expiry date has passed.
3.11 Gift vouchers ordered over the telephone or online will be posted out 2nd class.
3.12 A Voucher cannot be exchanged for another activity unless the original activity is unavailable.
3.13 Gift vouchers cannot be purchased or redeemed in conjunction with any other offer or discount.
3.14 Gift vouchers cannot be exchanged for cash.
3.15 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.
3.16 Expired vouchers cannot be used.
3.17 Where booking protection has been purchased at the time a voucher booking has been made the standard voucher terms apply.
3.18 Unless otherwise stated vouchers sold by Twinwoods Adventure are 'Anytime' and can be redeemed any time there is availability before the expiary date.
3.19 Unless otherwise stated vouchers are for the specific activity as printed on the voucher as opposed to a monetary value.
4.0 Cancellations, Rescheduling and no show policy
4.1 No-shows and latecomers will be considered as cancellations.
4.2 Bodyflight Ltd and Race House Bedford Ltd are unable to offer any refunds for missed or cancelled bookings, regardless of how much notice is given of the cancellation.
4.3 If enough notice is given of a cancellation then the booking may be moved to a later date (subject to availability)
4.4 All cancellations must be made by telephone or in person and a cancellation reference number issued. Cancellations will not be taken any other way.
4.5 When cancelling a booking a cancellation reference number will be issued. This number must be stored by the customer as in the event of a discrepancy all bookings will stand unless a cancellation reference number can be quoted.
4.6 For bookings which include multiple activities you must give at least 72 hours notice in order to move your booking.
4.7 Booking Protection (Cancellation Insurance)
7.7.1 Booking protection must be purchased at the time of booking.
4.7.2 If a booking has been made and booking protection purchased, the booking may be cancelled or rescheduled with less than 72 hours notice.
4.7.3 Booking protection allows the booking to be cancelled or rescheduled for any reason but limited to being used only once.
4.7.4 Where booking protection has been used to reschedule a booking, said booking is then subject to the standard cancellation policy.
4.7.5 To ensure the rescheduled booking is protected a new Booking Protection must be purchased at the time of rescheduling.
4.7.6 Purchasing booking protection does not alter or extend a gift vouchers validity period.
4.8 Indoor Skydiving Cancelations
4.8.1 For bookings of flight time of under 60 minutes, when booked within our normal opening hours, the following cancellation policy applies:
48.2 With less than 72 hours notice you will be charged the full amount and will not be able to reschedule.
4.8.3 With more than 72 hours notice you can reschedule your booking.
4.8.4 For bookings and to reschedule flight time of 60 minutes or more a notice period of three days per hour booking is required. (So for example to cancel two hours 6 days notice must be given)
4.8.5 Bulk time cancellations may be held with Bodyflight as 'credit' on account.
4.9 Surf, Jump, Race, Shoot and Climb Cancellations
4.9.1 For all other single activity bookings 72 hours notice is required to move or change a booking.
4.10 Multiple Activity Booking Cancellations
4.10.1 For any booking which consists of more than one activity 72 hours notice is required to reschedule.
4.11 Accommodation Cancellations
4.11.1 To cancel a single room booking 3 days notice must be given.
4.11.2 Within 3 days a 50% charge will be processed on the booking card
4.11.3 If you cancel after 2pm on the day before your arrival date or you don't show up for your booking - you will be charged the full amount.
5.0 Arrival times and check in
5.1 If it is your first time participating in any one of the activities on offer you must have a briefing before you can take part.
5.2 For Vertigo, Climb and Race House bookings you have to arrive 15 minutes before the start of your activity.
5.3 For Shoot and Flowrider bookings you must arrive 45 minutes before the start of your activity.
5.4 For indoor skydiving you must arrive 1 hour before the start of your activity.
5.5 If you miss your pre-activity briefing you will be unable to take part and will not be reimbursed or offered an alternative activity.
5.6 You will be required to read an ‘are you fit to take part’ sheet for the activity you are doing.
5.7 All participants, or accompanying adults, will be required to complete an acceptance of risk form.
6.0 Under 18’s
6.1 Under 18’s must be accompanied by an adult who will be asked to read and sign the Acceptance of Risk form on their behalf.
6.2 Participants for all activities except Shoot should be over the age of 5 and over 107cm tall. However, a parent/guardian’s discretion is advised as to the suitability of their child for the activity.
6.3 Participants for Shoot must be over the age of 10.
6.4 Accompanying adults are responsible for their wards at all times whilst on site.
7.0 Video & Photos
7.1 The provision of Video footage, digital USB footage and photos are considered a separate service to the activities on offer.
7.2 In the event of video footage or photos being unavailable no rescheduling or reimbursement of any activity is possible.
7.3 Should your activity package include a free USB, in the unlikely event that this is unavailable there shall be no replacement, alternative or reimbursement.
7.4 Photos and videos on site may be used for marketing, training and monitoring purposes. By visiting Twinwoods you accept that your image may be captured and used for these purposes.
8. Purchases and returns policy
8.1 Clothing or items purchased on site can be returned for an exchange or refund within 14 days of purchase.
8.2 Proof of purchase may be required.
9.0 Data protection and GDPR
9.1 Twinwoods Adventure stores some personal data for customers in order to provide our services and for operational reasons. This is in 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. This information is held electronically on a secure and firewall protected server which can be accessed by Twinwoods Adventure and it’s agents.
9.3 Compliance data, for example acceptance of risk forms, accident reports etc, are stored securely in hard copy formats. This information is only used as the law allows and is only stored for as long as is necessary to fulfil it’s purpose. We have a responsibility to store these records for three years in the case of acceptance of risk forms and ten years for accident forms or in the case of minors until the injured party turns 21.
9.4 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.
9.5 Customers have the right to request we delete their personal data from our records and can do this by contacting the administration office. As mentioned above we have a legal responsibility to keep compliance data for minimum terms however access to this data is restricted.
9.6 For further information you can read our privacy statement here or alternatively contact the administration office to speak to the Data officer.
Activity and facilities terms and conditions:
- 8. Indoor Skydiving
- 9. Indoor Surfing
- 10. Jumping and Climbing
- 11. Race House
- 12. Shoot
- 13. Restaurant
- 14. Alcohol
- 15. Leisure Centre (including membership terms)
- 16. Accommodation
8.0 Indoor Skydiving
8.1 Weight Restrictions are in place for flyers. The maximum flying weight is 19.5 stone.
8.2 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.
8.3 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. In other words for a 2.5 minute 2 flight package each individual will receive one flight of 1.25 minutes.
8.4 Customers who weigh over 16.5 stone may still be eligible to fly but may have a slightly different experience.
8.5 The Bulk Time Discount Scheme
8.5.1 Bodyflight Bedford 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.
8.5.2 Bulk time is subjected to peak and off-peak rates.
8.5.3 Bodyflight will determine when peak and off peak time is and reserves the right to amend this at any time.
8.1.4 Bodyflight reserves the right to amend the price bulk time at any point.
8.6 Booking Bulk tunnel time
8.6.1 Tunnel time can be purchased 'in bulk' and held on account to be used in the future.
8.6.2 Alternatively a 'cash account' can be created with credit added to be used to make bookings. The first purchase onto an account is for a minimum of one hour after which smaller amounts may be purchased.
8.6.3 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.
8.6.4 Accounts will usually be named after the individual, team or organisation who makes the original purchase.
8.6.5 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.
8.6.6 A named user from either the cash account or Bulk account must be present every time it is flown.
8.7 Eligibility to Fly Bulk Time
8.7.1 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.
8.7.2 A beginner is defined as someone who needs to be held by an instructor due to instability. As a guide someone who has flown 10 minutes or more at Bodyflight would not usually be classed as a beginner.
8.8.1 Bodyflight is unable to guarantee rotations.
8.8.2 Bodyflight will, if possible, provide one minute empty tunnel rotations.
8.8.3 Bodyflight will endeavour to arrange rotations required for bookings.
9.1 Minimum height restriction of 42 inches (107cm) applies to body boarders and 52 inches (137cm) to stand up riders. (Flow-boarders)
9.2 Except in exceptional circumstances, or when privately hired, the maximum number of riders in a session will be twelve people.
9.3 Surfing Loyalty Card Term & Conditions
9.3.1 Loyalty cards are for the sole use by the person named on the front.
9.3.2 So that you may receive a stamp you must have your card present on the day of your session.
9.3.3 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)
9.3.4 To redeem your free session a completed card must be presented onsite at the time of booking. Free sessions can only be booked onsite.
10.0 Jump and Climbing
10.1 Vertigo jumps can take place in all weather except electrical storms, very high winds or very heavy rain. Only Bodyflight will make the decision not to run a Vertigo session due to the weather so please contact Bodyflight for advice if you suspect your jump may be postponed.
10.2 In the event of poor weather preventing a jump customers will be issued with a gift voucher for their jump valid for 12 months. It is then up to the customer to re-book within this time period. 10.3 The maximum weight limit for Vertigo and the climbing wall is 16.5 stone.
10.4 Customers must be able to fit into one of the harnesses in order to take part.
10.5 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. It is then up to the customer to rebook within this time period.
11.0 Race House
11.1 The minimum age for the Race House is 5 years old. All children must be accompanied by an adult who is responsible for them throughout their experience.
11.2 The minimum height requirement is 107cm.
11.3 Users who suffer from epilepsy or other conditions that can be affected by flashing lights should not take part.
11.4 You should also not take part if you have severe back problems or suffer from motion sickness.
11.5 All bookings must be paid for at the time of booking and are strictly non refundable.
11.6 The maximum weight restriction for Race House is 19.5 stones.
12.1 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.
12.1.1 The supervising adult does not need to take part in the activity. They can just be a spectator.
12.2 Users who suffer from epilepsy or other conditions that can be affected by flashing lights should not take part in the Auto Speed Range.
12.3 All bookings must be paid for at the time of booking.
12.4 All bookings are non refundable.
12.5 72 hours notice must be given to move a booking. Bookings are non refundable but with 72 hours notice they can be moved to another date.
13.1.1 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.
13.1.2 Buffet bookings can only be made by making payment in full. 72 hours notice required and minimum of 6 people per booking.
13.1.3 The Party Room or tables will be reserved at the discretion of the restaurant.
13.1.4 Buffet bookings cannot be cancelled or rescheduled with less than 72 hours notice for any reason.
13.1.5 Party room and tables can be reserved upon request but cannot be guaranteed.
13.1.6 Additional food items can be purchased on the day.
13.1.7 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.
13.1.8 Reservations of the party room and tables will be allocated for approximately 1 hour.
14.1 The consumption of alcohol is not permitted either before or during any of our activities.
14.2 If a member of staff suspects that you are under the influence of alcohol or any other substance they may refuse to allow you to participate in the activity.
15.0 Leisure centre
15.1 The gymnasium, hydrotherapy pool and spa are unsupervised and therefore used entirely at your own risk.
15.2 Children under the age of 18 must be accompanied into the leisure centre by an adult.
15.3 For up to every three children a swimming adult who will supervise them must accompany them into the pool. So for six children two adults must accompany them and so on.
15.4 Bodyflight Ltd reserves the right to refuse entry to the leisure centre.
15.5 Gym Membership
15.5.1 Monthly membership is to be paid for on a recurring card payment. Credit card details will be taken upon joining and the membership will be renewed using this form of payment until you inform us in writing that you no longer require membership.
15.5.2 Annual memberships are given significant discount and paid in advance. No cancellation transfer or changes are possible to this membership.
15.5.3 All members will be issued with a membership card that admits them to the Leisure facilities, Replacement cards are £2.00 each.
16.1 We require your card details in order to confirm your booking, a 30% deposit it charged on booking which is non-refundable. The remaining amount is due on arrival in full.
16.2 Providing the correct notice has been given you can cancel your booking without further fees. However if you fail to give the correct notice, you will be charged a fee to the card you confirmed the booking with. If you cancel within 72 hours of your booking date, you will be charged 50% of the booking fee. If you cancel after 2pm the day before your arrival, you will be charged in full.
16.3 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.
16.4 Smoking is strictly prohibited in all areas of the building. Any customers found to be smoking in the rooms will be charged an extra night.
17.0 Play House
17.1 Playhouse reserves the right to refuse entry.
17.2 Children should always be supervised by their parents or another responsible adult.
17.3 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.
17.4 Playhouse staff are unable to take responsibility for children at any time. Supervision of children is always the responsibility of the accompanying adult.
17.5 Playhouse 'Rules of Play' apply at all times and these can be found on the play equipment.
17.6 Playhouse will be open to other members of the public unless you have chosen to hire the facilities privately.
17.7 Please consider the privacy of other guests at Playhouse when taking photographs or filming.
17.8 Adults and children entering Playhouse must not be suffering from any sicknesses or contagious conditions.
17.9 Socks MUST be worn at all times by children and Adults.
17.10 It is recommended that children wear Long Sleeves and Full Length Trousers, as the slides, particularly the Drop slide, can cause Friction burns. Nylon (Tracksuits and Football shirts) are particularly dangerous.
17.11 Your Membership Pass is not valid outside of published opening hours or for special events & Classes.
17.12 No Refunds are given if you have already purchased entry to the Playhouse so If you are looking to purchase a membership card please do so on your next visit.
17.13 Play House Party bookings
17.13.1 All payments made to playhouse are non-refundable and we are unfortunately unable to make any refunds for guests who do not turn up on the party day.
17.13.2 Play House Party bookings can only be made by making payment in full. Play House does not take reservations.
17.13.3 Play House Parties can be rescheduled with a minimum of 24 hours notice.
17.13.4 Play House are unable to reschedule party bookings with less than 24 hours notice for any reason.
17.13.5 If illness pertains to the birthday child Play House will reschedule your party at a mutually convenient date provided 24 hours notice is given.
17.13.6 Additional food items can be purchased on the day.
17.13.7 We must receive final numbers 2 days before your party to make sure we are able to accommodate you.
17.13.8 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.
17.13.9 Baby food is also allowed on site and parents are able to heat this themselves. Play House are not responsible for baby food heated on site by customers.
17.13.10 Children are not permitted to re-enter the play area after finishing in the party room unless this is within the time slot.
17.13.11 If you have selected a party where face painting is included then please make sure you obtain consent from each child and bring it with you on the day, this is also provided at an additional cost should you wish to include it.
17.13.12 The use of party poppers or sparkler candles is not permitted.
17.13.13 Entertainers are not permmited to enter the Playhouse unless this has been authorised by Management prior to the party.
17.13.14 All children will be counted on entrance to the Playhouse and that number will be catered for and any additional charges made on the day.
Twinwoods Adventure is the trading name of Bodyflight Ltd.
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 share a photo of yourself on Facebook during March 2017 doing one of the activities offered at Twinwoods Adventure, using the Facebook hashtag #twinwoodsgiveaway. The best entry will be chosen as below.
5. Closing date for entry will be 23:59 on 31st March 2017. 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 share a photo on Facebook of themselves doing a paid activity at Twinwoods Adventure during March 2017. They must use the Facebook hashtag #twinwoodsgiveaway
One person will be chosen as the winner of 2 x tickets for the Bedford Blues vs Yorkshire Carnegie on 8th April. These tickets are non-transferable and must be used on this date.
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. There will be one winner. The winner will be the entrant whose picture is judged the best by the promoter.
12. The winner will be notified by Facebook 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.
13. The winner will need to provide a valid e-mail address where the Promoter can send the e-tickets to. These tickets need to be printed off by the winner and presented at Bedford Rugby club on match day.
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 or the Bedford Blues. You are providing your information to Twinwoods Adventure Ltd. and not to any other party.