Terms & Conditions

In these conditions, “we”, ‘’us’’, refers to Avon Boating and you”, ‘’your’’ refers to the customer.

These Terms and Conditions of booking cover all direct bookings with us including sightseeing and hire bookings. Whilst the majority of the Terms and Conditions cover all products please be aware of the variations particularly in regard to cancellations and amendments.

Privacy

Any personal information that you disclose to Avon Boating is subject to our privacy policy which governs the collection and use of information that is supplied.

You understand that through the use of the services you are purchasing, you consent to the collection and use (as set forth in our Privacy Policy) of this information.

As part of providing you with the services, we may need to provide you with certain communications, such as service announcements, administrative messages and customer feedback notifications.

These communications are considered part of the services we provide and you may not be able to opt-out of receiving.

Our regular services include cruises on the River Avon, and small boat self drive hire.

1. Arrival Requirements

1.1

Passengers should arrive at the embarkation point no less than 15 minutes before scheduled departure or hire. Failure to do so may mean that we are unable to allow you to board. You will not be eligible for rescheduling or a refund in the event of being late for a scheduled departure.

2. Tickets

2.1

All prices on our web site are quoted in Pounds Sterling.

2.2

You must have a paper or e ticket, which is valid, fully paid and available for inspection for the journey or hire being made. You must use it in accordance with these conditions and it must be handed in prior to embarkation or be visible and capable of being scanned on an electronic device. All tickets remain our property and you must return it to us once you have finished using it if we so request.

2.3

Our tickets can only be used by the person for whom they were bought, or to whom they were issued. Tickets are barcoded and scanned prior to boarding. Therefore any tickets that are copied, resold or passed on for further use will be invalid.

2.4

Where tickets are available for the services of more than one operator, the conditions which will apply to each part will be those of the operator whose service is being used. Third party operator conditions are available on request.

2.5

You must have your ticket ready for inspection at any time during your journey or hire and you must hand it over for examination if asked to by a member of our crew, police officer or any other authorised person.

2.6

If you wish to travel before or after the date and time on your ticket it will only be possible where there is availability and there is no guarantee that we will be able to accommodate you at a different time on the same day.

2.7

If you buy a ticket with a credit or debit card to which you do not have legal right, the ticket will be invalid from the date of issue and you will be liable to pay the full fare for any journey(s) made using that ticket.

2.8

Whilst we try to ensure that all information displayed on our web-sites, particularly times and prices, is accurate it is possible that errors may occur. If we discover an error in the price of a ticket you have purchased, we will try to inform you as soon as possible and give you the option of either reconfirming your purchase at the correct price or cancelling it. If we are unable to contact you for any reason, we reserve the right to treat the purchase as cancelled.

2.9

If you present a mispriced ticket at embarkation, we reserve the right to withdraw the ticket, cancel it and refuse travel unless and until another ticket has been purchased at the correct price for the intended journey. Cancellation under any of these circumstances will entitle you to a full refund of any sums you have paid.

2.11 Sightseeing Cruises and Private Cruises

a) You may board one of our sightseeing vessels provided you have a ticket which is valid and available for your journey. Our sightseeing services are often heavily patronised so we cannot guarantee to provide you with a specific seat, or to accommodate you at all, on a particular vessel or sailing.

b) Children under the age of 4 (four) may travel free of charge with a valid ticket provided they are accompanied by the holder of a paying ticket. This facility is limited to a maximum of three children per ticket holder. Children aged 4 (Four) to 15 (Fifteen) years inclusive may travel at the child rate except on those services where it is advertised that no child fares are available.

c) Children under the age of 16 years must be accompanied by an adult (16 years +)

d) Concession rates are available to individuals aged 65 (Sixty-five) and over, carers carrying valid carer ID and Disabled Individuals (We reserve the right to ask for evidence such as a DLA/PIP Award Letter, a Blue Badge or a doctor’s letter)

2.12 Experiences

a) Tickets for ‘experience’ products are for specified sailings and notwithstanding that we cannot guarantee to run any particular service, a valid ticket ensures that there is space for manifested passengers. In exceptional circumstances, should we for unforeseen reasons not be able to operate a service we will contact you as early as possible.

b) Some ‘Experience’ cruises are restricted to adults only. Prices and Age Categories may vary from product to product. Please refer to our website for further details.

2.13 Combination Tickets

a) Any tickets issued by Avon Boating which include 3rd Party Attractions are subject to the Terms and Conditions of the relevant attraction provider.

Avon Boating has no liability in respect of the performance or the provision of the attraction which it sells as agent of the attraction provider.

2.14 Small Boat Hire

a) Small Boat Hire includes – Self Drive Electric Motor Boats, Electric Launches, Rowing Boats, Punts and Canoes

b) Tickets bought in advance must be presented to staff on the day and retained for the duration of the hire.

c) Tickets that include a hire deposit must be retained and presented to the staff at the end of the hire to validate the return of the deposit.

d) We regret all male and all female groups are not permitted to hire a motor boat/ or electric launch. The operator reserves the right to refuse the hire of any boat, at their absolute discretion.

3. Replacement tickets, Refunds and Compensation

3.1

If your ticket is lost, damaged or can no longer be read, we may, at our discretion, replace it free of charge, provided we can confirm that it is valid. In order to verify your purchase we will need your booking reference which is contained in your confirmation e-mail and shown on the original ticket page. Please note that it is not possible to verify your ticket purchase with your credit or debit card reference because this does not contain the details of the ticket(s) purchased.

3.2

We do not accept liability for any loss resulting from our failure to provide an advertised service, or where delay occurs to those services, for any reason. We may, however, at our discretion, consider a refund on any ticket which is unused or only partially used as a direct result of a failure on our part to provide the advertised service for which the ticket was purchased.

3.3

Refunds will not be granted other than in the circumstances described above.

3.4

No refunds are possible after the valid date of the ticket has passed. All requests for refund or replacement ticket(s) must be made in writing to boat-hire@avon-boating.co.uk and be accompanied by the relevant tickets purchased, your booking reference (contained in your confirmation e-mail and on the original ticket page) and any payment reference issued when your purchase was confirmed. Refunds cannot be authorised or transacted at any other location or by any other means.

3.5

Any refunds agreed will be made entirely at our discretion and without prejudice.

3.6

We reserve the right to withdraw any ticket at any time although we will not do this without good reason.

3.7

If a product becomes unavailable after an on-board transaction, the sole remedy is either a replacement or a refund.

3.8

Cancellations by customers.
If you need to cancel or change your booking you should advise us by telephone or cancel online if available. Cancellations more than seven days before the date of hire can be made free of charge and any deposit paid will be refunded.. Cancellation of your booking made seven days or less before the date of hire may be charged 25% of the hire for your booking. Cancellations made on the date of hire will be charged 50% of the hire for your booking.

4. Rescheduling

4.1 Sightseeing

a) Tickets for Public River Cruises can be rescheduled without charge up to the day before travel (Monday to Sunday, prior to 17:30)

b) Tickets for Small Group Private Charter can be rescheduled without charge up to 5 days before travel (Monday to Sunday, prior to 17:30)

c) Tickets for Large Group Private Charter can be rescheduled without charge up to 7 days before travel (Monday to Sunday, prior to 17:30)

d) As well as the notice periods detailed above, bookings can only be rescheduled within 12 months of the original travel date booked.

4.2 Small Boat Hire

a) Tickets for Small Boat Hire can be rescheduled without charge up to 7 days before travel (Monday to Sunday, prior to 17:30)

4.3 Special Events

a) Special event tickets will have different cancellation periods to that of standard Experiences. Such details will be made known at the time of booking and will appear on our website.

5. Suspected Fare Evasion and ticket tampering

5.1

If we think that you have used or tried to use any ticket to defraud us we may cancel the ticket and not re-issue it. If this happens you will forfeit the right to any refund for the unused portion. If sufficient grounds exist for us to believe that you have attempted to defraud us, then we may instigate legal proceedings against you.

5.2

Your ticket is invalid if we believe that it has been tampered with deliberately, or if it is damaged to such an extent that it cannot be read. In the case of suspected tampering, we will not replace it and you must surrender the ticket if asked so to do by a member of our staff.

6. Accessibility

6.1

In order to avoid accidents and for the health, safety and comfort of our passengers and hirers no wheelchairs will be allowed to obstruct any access to safety and lifesaving equipment, gangways, stairs or passageways.

6.2

If you use a wheelchair, you must have enough helpers to enable you to make your journey safely including embarking and disembarking the vessel. Crew cannot, for reasons of health and safety, carry or lift passengers into our vessels.

6.3

If you do need a carer or any other attendant you must have valid tickets for all concerned and all passengers must be able to board safely and promptly by themselves or with the aid of a carer.

6.4 Sightseeing River Cruises

a) None of our vessels have been designed or adapted for passengers in wheelchairs due to their age. There is no accommodation for a passenger to be able to be seated in a wheelchair onboard. All passengers must be able to be seated on the vessel’s fixed seats. Folding wheelchairs may be stored separately for the duration of the journey subject to space availability.

b) All our vessels are boarded via a series of steps.

c) We may not be able to stow larger or heavier electronic wheelchairs. To avoid disappointment please contact us prior to travel.

6.5 Small Hire Boats

a) None of our Small Boat Hire Vessels (With the exception of the Wheely Boat) have been designed or adapted for passengers in wheelchairs

b) Access to all hire boats involve non standard steps up and down.

c) Punts require passengers to be able to be seated on the cushioned floor of the boat.

d) All passengers under the age of 16 (Sixteen) including infants or non swimmers must wear a life jacket which will be provided for you.

6.6 Experiences

a) When planning to book any of our ‘Experience’ products please contact our Reservations Department first to check on suitability of access.

7. Luggage, belongings and animals

7.1 Sightseeing & Hire Boats

a) For safety reasons, and for the comfort of passengers, we have to restrict the amount and type of luggage, including pushchairs and shopping trolleys, which you can take with you on our services. You may, at the discretion of the crew, take with you the following items, provided they do not obstruct access to safety and lifesaving equipment, gangways, stairs or passageways and are not put on seats:

i) Personal luggage
ii) Other items provided they are not deemed likely to injure anyone or cause obstruction

b) No animals other than dogs are allowed onto our sightseeing vessels and hire boats. All dogs must be kept under control at all times and not cause a nuisance to other passengers or boat users. Dogs must not swim from any of our vessels

8. Lost Property

8.1

We deal with lost property in accordance with our lost property procedures, which are available for inspection on request.

8.2

If you find any unattended property on our vessels or facilities, do not touch it but please alert a crew member immediately.

8.3

If we think unattended property may be a security threat, the police or security services may be called to attend and the item(s) may be destroyed.

8.4

We will not be responsible for any delay in returning property left on our vessels.

8.5

It is your responsibility to collect lost property. If you request that such property is sent to you and we agree to make such arrangements this is on condition that you are responsible, in advance, for any costs incurred.

9. Photography

9.1

From time to time Avon Boating or other authorised parties will carry out photography and/or video recording and/or other forms of monitoring on or in the vicinity of the vessels which may feature visitors.

By purchasing a ticket you are deemed to have accepted these Terms and Conditions and thus you agree for us or a third party authorised by us, to use these images at any time now or in the future. You also agree that the copyright and intellectual property pertaining to such images remain with Avon Boating or an authorised third party.

10. Health & Safety

10.1

For your own safety and the safety of others, you must follow instructions given by our crew when embarking/disembarking or on board any of our vessels or hire boats.

Instructions or advice contained in on-board safety notices should be followed.

10.2

For safety reasons you must not smoke on our vessels, or any facilities controlled or used by us.

10.3

For safety reasons you must not use roller skates, roller blades, hoverboards, skateboards or any equipment of a similar nature on our vessels or any facilities controlled or used by us.

10.4

Passengers should consider themselves to be sufficiently medically fit to undertake any journey for which they have a ticket as well as for the self-drive hire of a small boat. If there is any doubt potential passengers should seek medical advice before booking.

10.5

All passengers on Self-Drive hire vessels who are either under the age of 16 (Including infants) or are non swimmers must wear a life jacket which will be provided.

11. Conduct

11.1

The Captain may refuse to carry any passengers, or direct any passenger to disembark, where the behaviour of that passenger is liable to cause nuisance or offence to the other passengers or put at risk the safety of the passenger, other passengers, crew or vessel.

11.2

Staff may also refuse hire of any boat to anyone who appears to be under the influence of Alcohol or other substances. Alcohol is not allowed to be taken aboard any self-drive hire vessel.

11.3

All Self-Drive hire vessels must be returned in a clean, dry condition and on time. If the vessels are retuned late or in a non-hireable condition, we reserve the right to deduct payment for time taken to clean the boat or to cover extended hire time from your deposit.

12. Liability & Limitation

12.1

Our liability for death or personal injury arising from our negligence shall not exceed the limits under the Convention of Limitation of Liability for Maritime Claims 1976 and SI 1998 No. 1258 paragraphs 4(b) and 7(e).( LLMC 1976 ) This limits our liability to 175 000 special drawing rights per passenger.

12.2

We shall not be liable for any loss, damage or delay to any persons or their possessions whilst embarking or disembarking from the vessel or during the voyage unless such loss or damage is caused by the negligence of the crew (including the Master) on board the vessel.

12.3

Passengers are advised to limit valuables and property brought on board to that which they can safely carry. All personal property is the passenger’s responsibility and must be kept with them at all times.

12.4

Our liability for loss of or damage to property shall not exceed the limit set out in accordance with LLMC 1976.

12.5

We shall not be liable for any indirect or consequential loss whatsoever including loss of profit.

12.6

In the event that LLMC 1976 does not apply then the limits of liability as per the Athens Convention 1974 are contractually incorporated into this contract.

12.7

To the extent that the LLMC 1976 applies:

a) Our liability for death or personal injury or loss of or damage to luggage and valuables arising from our negligence shall be limited in accordance with its terms;

b) We shall be entitled to the benefit of all limitations, rights and immunities conferred by the LLMC 1976 ; and

c) Any damages payable by us up to the LLMC 1976 limits shall be reduced in proportion to any contributory negligence by the passenger and by the maximum deductible (if applicable) specified in the LLMC 1976

12.8

Avon Boating cannot be held responsible for any disruption to services in the event of responding to instructions from third parties including, but not limited to, the MCA, PLA and any Emergency Services.

12.9

Avon Boating cannot be held responsible for any cancellations or delays or other losses arising from weather conditions, tides, acts of God, strikes, terrorism, acts of third parties or other matters beyond the control of Avon Boating.

12.10

We reserve the right, when necessary and without notice, to alter timetables or re-route vessels for safety or to stop them visiting a pier. Although any such action will be exceptional, we do not guarantee to operate any services in accordance with published schedules, or at all.

13. Customer Comments and Feedback

13.1

Any passenger complaints should be made within fourteen days of the event.

Should you need to discuss any elements of your cruise, please send a detailed written account to our Customer Service Team including your booking reference number.

To contact Avon Boating Customer Service Team:

By email: boat-hire@avon-boating.co.uk

What to expect:

You should expect an acknowledgement within three to five working days of receiving your complaint.

A full investigation will then take within 10 to 14 working days. Please note that special events may take up to 28 working days.

If you are complaining on behalf of someone else, include their written consent with your email as this will speed up the process.

The Customer Service Team will aim to respond in full to your complaint within the agreed time, however, if the issue is complicated, any delay will be explained and you will be kept informed of progress.

14. Law & Jurisdiction

14.1

In the event of any dispute or claims between Avon Boating and any passenger (s) which cannot be resolved by agreement then the parties agree that any such dispute shall be decided by English law.

14.2

The parties agree that any dispute shall be resolved by the English courts which shall have exclusive jurisdiction.

15. Payments

15.1

Payment methods accepted at the pier and on-board our vessels are Visa Credit / Debit, Visa Corporate Credit / Debit, Mastercard Credit / Debit, Mastercard Corporate Credit / Debit,

15.2

Payment methods accepted online are Visa Credit / Debit, Visa Corporate Credit / Debit, Mastercard Credit / Debit, Mastercard Corporate Credit / Debit, and Maestro.

Last Updated : 16th March 2023