Terms and Conditions

Definitions

As from April 2017 Whitlingham Outdoor Education Centre will be known as Whitlingham Adventure. Terms and conditions relating to Whitlingham Outdoor Education Centre are the same, are still valid and apply.

“Whitlingham Adventure” "WA"/"We"/"Us"/"Our"; is a part of NORFOLK COUNTY COUNCIL ("NCC") of County Hall, Martineau Lane, Norwich, Norfolk, NR1 2DH;

“The Centre” means Whitlingham Adventure

“A Booking”means the booking for the Services by the Customer, and confirmation from Whitlingham Adventure to the Customer of the Services booked;

“Activities” means that part of the Services consisting of any of the activity sessions delivered by Whitlingham Adventure;

“Course/Courses” means specific pre-arranged Activities or combinations of Activities to be provided to individual Users;

“Fee(s)” means the payment by the Customer to Whitlingham Adventure for the provision of the Services, or cancellation charges;

“Instructors” means staff employed by or working on behalf of Whitlingham Adventure;

“The Customer”/"You"/"Your", means the person or organisation making a Booking or participating in any of the Activities”

Booking Conditions
Bookings can be made online via our website and booking portal. We regret provisional bookings cannot be accepted over the phone. If you are unable to access our online booking system then please contact The Centre.
A place on a course is only confirmed on receipt of full payment and registration details. The Centre reserves the right to cancel any booking for Services at any time by giving written notice to the Customer without prior warning if full payment is not received in accordance of the Payment Arrangements.
The customer is responsible for the safekeeping of all equipment issued for use during the activity/course. With the exception of fair wear and tear, The Centre reserves the right to charge for equipment that has been lost or misused.
All bookings are on the basis that the customer will, at all times, observe the safety regulations set by The Centre and accepts the Statement of Assumed Risk.
The contract is subject to availability of a course place/date and the acceptance by the customer of these terms and conditions.

Statement of Assumed Risk
Participation in adventurous activities often involve learning new skills in unfamiliar environments and entails some risk of injury.   Both participants and persons with parental responsibility must accept an element of risk and that accidents and injuries can happen.   To minimise these risks we have a range of safety management systems which are externally inspected regularly.  All staff employed by The Centre are trained and appropriately qualified to run activity sessions and will at all times proceed in a manor to limit the risk of injury.  We reserve the right to cancel or modify any activity if we believe there to be adverse risk.
Any customer under the age of 18 years must have the explicit permission of his/her parent or guardian before being able to take part in any activity/course offered by The Centre. The parent or guardian need to be aware and accept the risks involved in adventure activities and satisfy themselves accordingly.

Payment Arrangements
Upon receipt of your booking confirmation, full payment is paid in advance of your course. A non-refundable deposit of 25% is included as part of the course fee. All payments must be made at point of booking.
Payment can be made online at point of booking or with an appropriate credit or debit card over the phone by calling 01603 632307, in person, or by cheque by sending to; 
Whitlingham Adventure, Whitlingham Lane, Trowse, Norwich.  NR14 8TR.  Please ensure the cheque is made payable to 'Norfolk County Council' and the Booking reference number, participant name and course details are marked on the back of the cheque.

Amendments by the customer
Substitution of the original customer for another can be made provided at least 2 weeks’ notice is given by the substituted customer to The Centre and the substituting customer satisfies the requirement of the course. All substitutions must be made with the consent of The Centre with both the substituted and substituting customer being jointly and severally liable for the total course fee.

If the customer wishes to be transferred to a different course or course date then please contact The Centre within 4 weeks of the course commencement. We will where possible, try to facilitate any transfers, however, this is according to availability. If this is not possible then cancellation conditions apply. A charge of 10% of the total cost will be made to cover administration costs.

Cancellations by you
All cancellations must be advised of in writing either by post or email at least 28 calendar days from course commencement.
In the case of cancellation more than 28 days before the start of the course a refund of fees less £20 or 25% of the fee (whichever is smaller) will be made to cover administration costs.
The Centre will acknowledge a cancellation within 5 working days of receiving it. Until the customer has received confirmation the original booking remains valid.
The customer will be charged on the following basis:
25% deposits are non-refundable.
50% of the total course fee where cancellation takes place less than 4 weeks but more than 2 weeks before the commencement of the course; or
100% of the total course fee where cancellation takes place within the period of 2 weeks before the commencement date of the course; or
100% of the total course fee where cancellation takes place on or after the commencement date of the course.

We advise all of our customers to take out personal insurance to cover cancellations by you.

Cancellations by us
The Centre reserves the right to cancel if conditions outside of our control demand or if course numbers do not reach a viable level. You will be notified not less than 3 days before course commencement.  In these circumstances an alternative will be offered or a full refund will be made. Should an alternative be accepted this would be subject to the same terms and conditions as the original booking. Please note we cannot be responsible for any costs or expenses you may incur as a result of the cancellation.

Physical Fitness
Many of our courses are physically demanding and you should ensure that you have an adequate level of fitness. The Centre should be informed of any medical problems or an inability to swim. This will not disqualify participation. If you have any concerns about this please discuss this with your doctor or with The Centre before booking or if anything changes before course commencement. Please also discuss it with our instructors on the day.

Swimming Ability
All participants taking part in water activities at the centre are equipped with a buoyancy aid therefore an inability to swim will not necessarily exclude you from taking part.  However we do ask that you have a certain level of water confidence relative to the activity.  If you have any concerns about this please contact The Centre and discuss it with our instructors on the day.

Medical Information
Course participants or their parent/guardian should declare to The Centre any medical conditions that might be considered relevant, prior to commencement of the course. If a student brings any medication for existing medical conditions they must inform the instructor. In the case of young people, medication should be handed to instructors on arrival with the relevant information. Instructors are unable to administer medication to young people unless signed consent is given.

We would advise all participants to have an up to date anti-tetanus.
During the visit to The Centre, the Customer and users as appropriate authorises suitably qualified first aiders (or other qualified medical staff) of The Centre staff to approve or administer such medical treatment for users as is deemed necessary in an emergency, on the advice of a qualified practitioner. 

Accessibility
The Centre aims to be as fully inclusive as possible and to accommodate people with varying levels of need. However, it is important that you let us know of any requirements or needs in advance by contacting The Centre, so that we can assess your needs and prepare appropriately. Participants are welcome to arrange a pre-visit to assess whether the centre can meet their needs.

Course Fees Include
Use of personal protective and safety clothing (e.g. buoyancy aids, wetsuits, safety harnesses etc.)
Instruction by staff trained to National Governing Body standards (where relevant)
Logbooks, handbooks and certificates where relevant at the appropriate level

Course Fees Do Not Include
Snacks or Lunch
Insurance (see separate information)
Specialist footwear (please note closed toe footwear is mandatory for all activities)
Towels

Accreditation
The customer confirms by placing a booking that participants hold the prerequisite qualification or experience required. If a student is deemed, by the Instructor, not to be of the standard set out in the prerequisites at the course commencement, The Centre cannot guarantee that accreditation will be possible or that the full syllabus can be delivered. There will be no refund to the customer.
All courses offered at the centre which are run to National Governing body guidelines will follow the syllabus laid out by them. Most courses have an element of assessment and where possible this is built into the course as continuous. However, to be awarded any certificates you must meet all of the criteria outlined in any syllabus. Where this is not possible for any reason the instructor will give advice on how best to meet the assessment level and you will be welcome to return to the centre to finish any elements not completed. This extra time will be charged at the usual tuition rate and is not covered in the course fee.

Safety Regulations
Outdoor adventurous activities take place in varied natural environments where there are natural hazards and risks to manage. Every effort will be made by The Centre staff to provide realistic training in a safe manner. Customers participating in courses are expected to comply with all safety guidance and instructions given by The Centre and its staff.

Behaviour
Behaviour that disrupts the smooth running of an event may result in the disruptive customer(s) being excluded.  Any damage caused to property or equipment as a result of unruly behaviour will be charged for.

Personal Property
Property belonging to the customer is at all times the responsibility of the customer unless any loss or damage is due to any negligence by The Centre or its staff. 

Data Protection 
The Centre handles information in accordance with the Data Protection Act. Norfolk County Council is the Data Controller for the purposes of the Data Protection Act.
To learn more about how we use your information, your rights and how to exercise them, please see our Privacy Notice at https://www.whitlinghamadventure.org.uk/privacy-policy/

Photographs & Video
Photographs and video clips may be taken at the centre and during activities, which may be used in publicity material by The Centre and Norfolk County Council.  We will seek signed permission before using any images containing clearly recognisable faces.  Should you however wish for no photo's to be taken during your or your child's visit please advise the instructor on the day.

Comments & Complaints
If there is a problem with your booking it is essential that you contact The Centre staff as soon as possible so that we can try to rectify the situation as soon as possible.
In the unlikely event that the matter remains unresolved, please write to us immediately following provision of the Services and we will do our utmost to find a satisfactory resolution. Notice in writing of any claim or dispute must be received within 28 days of the date on which the course ended.
If you wish to leave a comment or complaint, you may do so by contacting The Centre.

Car Parking
If parking is required, please use the Country Park car parks as signposted. Access for dropping off or parking is not permitted using the access road, except for those displaying a Blue Badge. Any unauthorised vehicle using the access road will be asked to return to the normal car parks immediately. Please note car park fees are applicable at Whitlingham Country Park. Customers of the centre have a 25 minute period of grace to drop off and pick up participants from Lime Avenue car park. Anyone parking for longer than 25 minutes will need to pay fees as detailed on signs in the car parks.

Insurance
Norfolk County Council's insurance covers all legal liabilities of The Centre to participants but does not cover personal injury or loss when there is no liability on the part of The Centre or its employees. In this respect and for cancellations by you, we advise you to take out your own personal insurance to cover the possibility of cancellation, personal accident and loss. 

Force Majeure
The Centre shall have no liability whatsoever in respect of any delay or failure in delivery of any of the courses or of any of The Centre's other obligations due directly or indirectly to any cause whatsoever outside the reasonable control of The Centre including but not limited to act of God, war, invasion, rebellion, riot, civil commotion, disorder, malicious damage, fire, flood, epidemic, quarantine restriction, strikes or other industrial disputes, unusually severe weather or energy supplies.

Intellectual Property
Copyright and all other intellectual property rights in the products and services shown in The Centres price lists, brochures and other literature shall remain at all time the property of The Centre. The customer shall acquire no rights in the products and services except as expressly provided for in these terms and conditions.

Indemnity
Whilst every effort has been made to ensure accuracy in our publications, The Centre can accept no liability whatsoever for any errors, inaccuracies or omissions, or for any matter in any way connected with or arising out of the publication of this information. If you are in any doubt please check before making your booking.
Neither The Centre website nor literature constitutes an offer and The Centre may correct any errors or omissions to its published prices at any time prior to the confirmation of the contract in accordance with this condition. All information is produced in good faith that it is accurate at the time of going to press. Any current price list replaces all previous price lists.