FREQUENTLY ASKED QUESTIONS
CARDIFF

We hope this site will help you find the answer to your questions about Aqua Park Cardiff.

Please enter a keyword to search, for example; “disclaimers” or “wetsuits” or “raffle” or “dogs”, to bring up all related answers.

The answer may specify AQUA PARK RUTLAND or AQUA PARK CARDIFF. If it does not, then the policy applies for all Aqua Parks.

Rutland FAQs

  • How do I book?

  • What are the admission criteria?

    Swimming Ability
    It is a requirement that you are able to swim 25m unaided. You are likely to go under water and should be confident in the water. You have to be able to pull yourself up out of the water, and it can be tiring.

    Height Restriction
    There is a minimum height of 1.20m permitted on the Aqua Park.

    Age and Parental Supervision

    Open to children aged 8 years old and above. Children aged 8 to 15 years old inclusive must have either an adult or guardian on shore, or on the Aqua Park with them for the duration of the session. 16 years old and over can attend any session without supervision.

    Medical Details

    Do not participate if you are pregnant.

    You cannot participate under the influence of drugs or alcohol.

    If you have any medical conditions, or pre-existing injuries that could impair your use of the park or risk aggravation of the injury you should not attend.  If you are in any doubt, please seek professional advice from you doctor. Do not ask us, as we are not qualified to give advice on your medical history.

    You must agree to always abide by the rules.

    ENTRY CONDITIONS

    You will be admitted to Aqua Park subject to the following Entry Conditions. If you do not comply with the Entry Conditions you may not be permitted access to the Aqua Park or may be removed from the Aqua Park by us, without any right to a refund.

    1. Whilst at the Aqua Park, you must comply with any reasonable instructions given to you by our personnel or any third party instructed on behalf of us. We reserve the right to vary these Entry Conditions at any time without prior notice.

    2. By entering the Aqua Park, you accept that you have a duty to take reasonable steps to ensure your own safety, taking into account any personal medical conditions. All persons in and around the Aqua Park should behave in a safe manner at all times and must not act in any manner which may disturb other users of the Aqua Park. If you have any medical conditions, you should consult with your own doctor to ascertain if you can take part. If there is any possibility you might be pregnant, you should not take part. If you require medication you must ensure you leave it with a responsible adult on shore, who is able to administer the medication, and they must make themselves known to the lifeguard on shore. If you have already booked and can provide a doctor’s note explaining you are unable to participate we will refund in full any monies paid for your ticket.

    3. Participants must be a minimum of 6 years old and 120cm or taller, with parental consent if under the age of 18. Children ages 6 to 7 must have a parent or guardian with them on the park, at a maximum ratio of 1 adult to 3 children. Children aged 8 to 15 inclusive can attend any session but must have either a parent or guardian on shore or on the Aqua Park with them. Participants under the age of 18 will only be able to use the Aqua Park with parental consent.

    4. Please remove all rings, earrings and jewellery before entering the Aqua Park.

    5. No personal items are permitted on the Aqua Park. No footwear is permitted, unless such footwear is wetsuit shoes. Action cameras are only permitted if they are mounted on a chest strap, underneath your buoyancy aid.

    6. You will be supplied with a buoyancy aid as you enter the Aqua Park. You must ensure that all zips and straps are as tight as possible before you depart and you may not remove the buoyancy aid until you are back on shore.

    7. You are not permitted to navigate the Aqua Park on your own. You will be asked to form a buddy group of 2-3, where you will be responsible for each other. You will need to stay together in your group at all times. When you’re helping people out of the water please pull them up by grabbing their straps on their buoyancy aids. Please do not lift them by their arms.

    8. There can be no physical contact between users on the park. Pushing and shoving is prohibited. Entry into the water must be feet first. No diving at any time. Flips and acrobatics are prohibited unless stated in the safety briefing video a designated piece of equipment. When you’re jumping/sliding in from an obstacle please ensure that you’re landing area is clear and you’re not jumping into or onto anyone. Do NOT climb up an obstacle directly behind a person to avoid them slipping on top of you.

    9. You’re not permitted to swim under any obstacles.

    10. Certain obstacles have specific capacities. Please watch the safety briefing video and listen to the instruction given by our Lifeguards.

    11. The Lifeguards are there to ensure your safety. Please respect them and allow them to control the volumes of people on certain equipment.

    12. If you or any one in your party behaves in a manner which we consider to be unsafe or where we believe that you’re under the influence of drugs or alcohol or where your disregard the reasonable instructions given to you by us then we reserve the right to remove you from the Aqua Park.

  • Opening dates and times?

    Just click on the book now button on the website to find out when the bookings are open and which dates/times are available.

  • Availability / Why can't I see any sessions on the day I want?

    Availability changes second by second in real-time. If no sessions are showing, then there is no availability on this date. You will be able to see if there are sessions that have already sold out, however there is no reserve list.

    Please just select the date you wish to attend, followed by the time, and the number of people in your group. Our customer services team cannot reserve or book tickets on your behalf.

    Book it quickly if you want it!

  • Waivers?

    How do I complete the waiver or change an attendee?

    Waivers must be completed by all attendees, or their parent/guardian if they are under 18, before arriving on site. Any waivers completed at Reception will be charged a £5 administration charge. The link to this in found in your order confirmation. 

  • How do I make a large booking and share payment?

    If you wish to make a large group or exclusive booking. Please email us directly.

  • What is your Photography Policy?

    As part of the experience on the Aqua Park, we often have a professional photographer working to capture content for our social media channels. It is not an option to select no to photography, as it is impossible to control who has consented to photographs and who has not on a session by session basis. Please be aware that spectators also take photographs of the Aqua Park in action from the shore. They are not on our land and we have no control over their actions.

     

    More specifically, on the day a customer attends, our photographer may ask if they would like a portrait photo taken, and they can refuse this. However our photographers move around the park taking action photos and if you or your child were to appear in either an action photo or background shot – and you notice this on our website or social media pages – and you would like it to be removed, we of course will do all in our power to remove it upon notice.

    However, If you would not like photos of you or your child taken under any circumstances, then you are unable to complete the disclaimer and therefore unable to attend the Aqua Park. If this is the case, and you have already purchased a ticket please let me know and we will offer you a refund.

    We have a full GDPR policy on our website which can be seen online at: https://www-apy75.hosts.cx/privacy-policy/

  • Should I print my E-Ticket and Wavier?

    Please help us reduce our waste, there is no need to print anything – please arrive with your email confirmation available to view on your phone.

    Just make sure everyone has completed their waiver online. Please note there is a £5 administration charge for completing your waiver in Reception.

  • How do I add tickets to my booking?

    To add more tickets to your booking, simply book the required amount of tickets online under a new booking.

    You do not have to do this on the same account. As long as all tickets are booked for the same time and date session, you will all attend as a group. 

    Please make sure that your group booking is in line with current COVID-19 advice at the time. 

  • Can I cancel or move my booking?

    All bookings are full, final, non-refundable and non-transferable.

    If you are unable to attend, please contact our customer service team on customerservices@aquaparkgroup.co.uk, and they will process your cancellation.

  • Do you offer group discount?

    SCHOOL GROUPS 40+

    Available throughout the main season and June term time at £15 per person.

    Groups of 40+

    £17 per person except on weekends where full price will be charged.

    All group bookings are subject to availability.

    For more information, please email customerservices@aquaparkgroup.co.uk with the site you require, the number of tickets and the time and date you are enquiring about.

    *COVID-19: Please note that due to the COVID-19 Pandemic, all group bookings will be subject to restrictions on group gatherings at the time of the booking.*

  • Raffle prizes and donations

    Each month our organisation receives dozens of approaches and donation applications. In view of the growing number of requests we receive, we have now created a short guide to our donations policy – the scope of which is to provide background on the cause(s) we support and how we will consider all future requests.

    Overall Policy

    Aqua Parks Group seeks to contribute to the communities in which we live and work in a number of ways. In addition to providing employment opportunities and minimising our environmental impact, we aim to provide individuals and families with the opportunity to get fit and enjoy outdoors Watersports activities.

    We would like to be able to donate to all of the worthy registered charities that contact us, but the high demand inevitably means we have to limit our donations. We have decided that In order to achieve the best effect we will focus on a single charity of choice over a two-year cycle and we will review our policy each year to monitor impact and effect.

    2021-2023 period – please note that we have selected a charity as a focus of all of our donations and this charity is Above Water, as a result, no further donations of any kind will be considered.

    For more information on what Above Water

    Responsibility for the coordination of sponsorship lies with the Directors of The Aqua Parks Group. The donations fund is therefore focussed on registered charitable organisations that:

    Work across the community close to operational sites and/or have connections to the industry in which we operate.

    What we fund

    We will only consider applications from charities and non-profit organisations that demonstrate how a donation will enhance the well-being or safety of people through improved /health/welfare or environment.

    Your organisation must be a registered charity and working in:

    Health

    Education and wellbeing

    Environment-based or working in or around our area of operation

    What we will not fund

    Individuals who are looking for sponsorship for fundraising activities of any type of political organisations and campaigns any initiative that is outside of the criteria outlined above

    How to apply

    If your organisation and proposed funding initiative fit our criteria please submit your donation request by email to customerservices@aquaparkgroup.co.uk 

    We are unable to respond to applications sent via post.

    Timescales

    We review applications once every two years. The next meeting will be in December 2023.

    To submit a donation request on behalf of your chosen event or cause, please tell us a little about your cause and your intended use of any donation we make. If you have a letter confirming your status from the Charity Commission, stating that it is a registered charity, this should also be submitted to us.

  • How to redeem a gift voucher

    Follow the book now button. 

    Once you have selected the time, date and number of tickets you would like, you will go through to the Order Checkout Screen on Step 4 of 5, where you will see the “Redeem Gift Card” button.

    Simply press this button and enter the code from the gift card into the box that appears, and click “Apply”.

  • How long prior to my session should I arrive?

    It is your responsibility to arrive on time. Please arrive in time to allow around 30 minutes before your session start time. The whole experience including changing time will take about 2 hours.

    This gives you time to check in, get changed and be ready for your briefing session. We ask that just your group leader collects your wristbands to avoid overcrowding at Reception. To do this, you only need your confirmation email - please help us reduce our waste as there is no need to print anything. By booking in advance and completing the waivers online you can simply turn-up, collect your wristbands from Reception and go get ready for action.

    Due to COVID-19, we ask that you arrive already wearing your swimwear to reduce the need for use of changing rooms prior to your Aqua Park session.

    You are responsible for your journey and should allow plenty of time for traffic, any local events or bank holidays.

    If for any reason, you miss your briefing you will not be allowed on your session. We will not offer refunds. We will try our best to get you on another session if one is available later that day, however, we cannot guarantee there is availability.

    PLEASE NOTE: There are NO REFUNDS and tickets are not transferable to other dates, it is your responsibility to arrive in good time.

  • Can I get a refund?

    All sales are final, non-transferable and non-refundable which is clearly stated throughout the booking process.

  • Wetsuits?

    Do I have to wear a wetsuit?

    When the water temperature is cooler, wearing a wetsuit is highly recommended, and we may ask that they are required on wet and windy days.

    Whilst additional sanitization measures are in place, we strongly recommend that you to use your own wetsuit to help us reduce cross-contact points.

    Cost?

    When you book, and pay for your ticket, wetsuit hire is NOT  included. You are welcome to bring your own wetsuit if you wish. There is no price reduction.

    You can purchase one online before your visit.

    Wetsuits can hire can be pre-booked online for £5 - if you choose not to wear it on the day no refund is given

    Wetsuit hire costs £7.50 on the day.

    If using an Aqua Park wetsuit, you must wear swimwear underneath for hygiene reasons.

    Sizes?
    We have Adult and Youth size wetsuits. Please see the below for the sizing chart. There is an overlap in sizes of Adult and Youth, as the Youth sizes are a different fit- they are for a tall, slender build who don’t have a broad chest.

    Trainers or hard-soled shoes are not acceptable. Only wetsuit boots or barefoot are permitted on the park. If you choose to go barefoot on the park, we recommend wearing shoes on the shore before and after your session that you do not mind getting wet.

  • Where can I store my possessions?

    You are responsible for your possessions.

    There are small lockers that will hold a small bag and your keys. These lockers require a padlock that you can bring yourself or buy at reception.

    Please do not ask our staff to look after your valuables as they are NOT permitted to do so.

    Due to COVID-19, please use hand sanitiser first and clean the locker before and after use with the cleaning equipment provided nearby, whilst also respecting social distancing guidelines at all times.

  • Do I have to be part of a group or party?

    NO: We take individuals, groups and private parties.

    You will be asked to “buddy-up” when on the Aqua Park as a group of two or three. If you attend as an individual, please make yourself known to a member of staff when you are asked to buddy up, so they can help you find a buddy.

    COVID-19: You will be expected to adhere to relevant Government guidelines associated with gatherings of groups.

  • Spectators and dogs

    Spectators can watch from the shore and it is free to do so, however please remember there are parking charges.

    Dogs are permitted on site, as long as they are kept on a lead.

  • Can I bring my waterproof camera on the Aqua Park?

    YES: all cameras, such as GoPro’s, MUST be secured by a chest harness.

    We cannot be held responsible for any lost devices – wearing a camera is at your own risk. If lost, the water is very deep in excess of 6m in places, and the camera will not be found.

  • Can I bring a picnic, BBQ or food with me?

    NO: Picnics are not permitted along the shore of the Barrage.

    NO: BBQ’s are not permitted along the shore of the Barrage. There are refreshments available on site from our new refreshments kiosk and we welcome you to bring your own Picnic or other refreshments.

  • Can I phone you?

    Our customer services are managed entirely via email. All bookings are made online. Please read everything carefully, the booking process is easy and intuitive.

  • What else is there to do in Cardiff Bay?

    For the under 8yr olds that can't take part on the water: Just opposite the Aqua Park there is kids’ playground featuring pretend shipwrecks buried in the sand.

    Just a short walk towards Mermaid Quay is The Norwegian Church, it was built to serve the Norwegian sailors who docked in the city. Today the restored church - with its attractive white clapboard cladding and pointy spire - features an interesting gallery and friendly café with a patio offering views across the bay.

    Cardiff bay offers heaps to do – eateries, boat trips and cultural attractions. Enough to keep you occupied all day… and into the night.

    Take a Tour of the Welsh Assembly and visit the Senedd.

    Watch a show at the Millenium Centre

    The Millenium is the national arts centre for Wales, where you can find the best shows that are touring nationally.

    Take a stroll from The Aqua Park to Penarth Marina. There’s a flat tarmac pathway so it’s ideal for pushchairs or bikes.  The barrage has several locks, offering lots to keep curious kids happy. Taxi boats run at least hourly back to Mermaid Quay from just across the locks next to Penarth Marina. If you've got your four-legged friend with you, make sure to visit the various Coffi Co stop-offs around the Bay - they're all dog friendly and serve food into the evenings.

    If you want to explore Cardiff’s coastline, there’s no better way than by boat. Cardiff Bay is where all the boat trips head out from. There’s everything from water taxis that take leisurely journeys into town to exhilarating rib rides, that will take you out into the River Severn for a higher speed tour. One of our favourite boat rides around the bay is run by Ben (aka “Captain Gorgeous”) - look for signs for The Open Boat.

    Cardiff is a vibrant city, with many activities available. For the most up to date information, please go to: https://www.visitcardiff.com/

  • Can I book onto the Aqua Park for more than one session the same day?

    Yes you can, but you need to make ensure you make x2 seperate bookings, and make us aware on arrival you have more than 1 session booked.

  • Must I remove all jewellery?

    Yes: All jewellery must be removed before you enter the park. This includes ALL removable earrings. If you have recently had any piercings we can provide tape to cover them.

  • Are there any fish in the lake?

    Are there any fish in the lake?

    YES: there are many fish in the lake both large and small- but they don’t bite!

  • What happens if I am late or stuck in traffic?

    We are not responsible for your journey or traffic, which during weekends and bank holidays can be very slow.

    Unfortunately we cannot get you onto the park if you miss your briefing session. We will try our best to help you, but we cannot be held responsible for your arrival, please remember there are NO REFUNDS.

  • Can I leave before my session is up?

    Yes: you can leave before your session is up, however you cannot return to the Aqua Park once you have left.

  • I want to book the Aqua Park for the exclusive use of my group, what do I need to do?

    Exclusive sessions have a fixed cost and can accommodate up to 120 people for a 50 minute session, including wetsuit and buoyancy aid hire.

    If you wish to book an exclusive session, please email cardiffgroup@apy75.hosts.cx with the details of the booking, and we will make the booking for you.

  • Are there any concessionary rates?

  • Rain, lightening and thunder?

    You can still take part in the rain- you are going to get wet anyway!!!

    It is great fun in the rain!

    The Aqua Park Group reserves the right to cancel any given session with no prior notice due to severe weather.

    Our cancellation policy is as follows:

    If your session is cancelled for an unforeseen circumstance, for example, extreme weather conditions such as thunder and lightning, our customer service team will contact you with as much notice as possible. In the first instance, this will be via email or text.

  • Can I participate if I am pregnant?

    If there is any possibility you might be pregnant, you should not take part

  • Can I wear fancy dress?

    No: Unfortunately, you cannot wear any loose clothing on the Aqua Park, therefore we do not allow any fancy dress of any sort on the park.

    If you want your group to be easily spotted, you are welcome to wear brightly coloured swim hats.

  • Can I wear spectacles on the Aqua Park?

    NO: You cannot wear your spectacles on the Aqua Park for safety reasons. Prescription goggles are a good alternative.

  • Can I wear shoes on the park?

    You can wear wetsuit boots or shoes on the park, otherwise barefoot is fine. You cannot wear trainers or hard-soled shoes on the park.

    If you attend barefoot, please bring flip-flops or shoes to wear on site. You are not permitted to walk around the site barefoot.

  • When can I use my Season Pass?

    As a season pass holder, you are eligible to book x1 ticket per day per pass for free every day we are open for the season it was purchased in, subject to availability.

    You can attend also attend peak times including weekends and bank holidays with your season pass. Following your session, you are eligible to double-up free of charge and attend consecutive sessions subject to availability on the day. If you wish to guarantee availability, you can book a second session online at the general admission price.

    If we are unable to fulfil your booking due to severe weather, for example, you will be able to reschedule at a time that suits you. No refund or credit will be issued.

  • Who can use my Season Pass?

    Your season pass is personal and only the person(s) in the photo ID on them can use it. You will be emailed your unique membership number once you purchase your membership online. This is used when you checkout online by selecting the “Use Membership” button when on the checkout page.

    As a member, you are eligible to book x2 tickets per week per season pass for free, subject to availability.

    Additional tickets and bookings beyond the terms of the season pass will be generated at the general admission price. As soon as you've visited, you will be able to re-book using your pass(es).

  • How do I book using Season Pass?

    Simply use your member info to checkout online and book.

    Additional tickets cannot be booked in conjunction with membership order.

    If you want to come with friends who are not seasoned, pass holders. Please make a separate booking for them at the general admission price.

  • How does the Season Pass work?

    The Aqua Park Group season pass gives you admission to the 4 of the UK’s Ultimate Aqua Park locations for the whole season! For less than the cost of 2 visits, you can enjoy a full season of thrills and spills!

    What is the season pass?

     

    • As a season pass holder, you can book an Aqua Park session on any day we are open, at any 4 locations for free! You are able to book a maximum of 2 free bookings per week, per season pass holder.

     

    Perks of the season pass:

     

    • Access to 4 UK locations, time and time again.
    • Access to exclusive obstacles and features such as The Mammoth & Tornado Tower.
    • Exclusive access to special offers and news.

     

    How it works?

     

    You can buy multiple passes from one account so managing a family pass is easy. Once you have purchased a season pass, you will be sent your membership details. You will be then able to redeem this at the checkout on a 1hr Aqua Park session at any of our locations. 

     

    On your first visit to the Aqua Park, our team will set up profile photos for the pass holders at reception. Each pass is personal and non-transferable, much like a gym membership.

  • Do you sell gift vouchers?

    Yes, gift vouchers can be purchased for Aqua Park Tickets. Please note vouchers are not redeemable on wetsuit rental, retail products and season passes.

  • I want to book the Aqua Park for the exclusive use of my group, what do I need to do?

    Exclusive sessions have a fixed cost and can accommodate up to 120 people for a 1-hour session, including buoyancy aid hire. Wetsuit hire is NOT included in the ticket price, but can be arranged.

    If you wish to book an exclusive session, please email customerservices@aquaparkgroup.co.uk with details of the booking and the site you wish to book for.

    COVID-19: Please note that due to the COVID-19 Pandemic, all exclusive sessions will be subject to restrictions on group gatherings at the time of the booking.

  • Are there any cafes or pubs close to the barrage?

    Yes. We have a fresh ground coffee machine and vending machine available in our new refreshments kiosk. 

    The closest Cafés are Café Hafren, Lookout Café and Bar and Coffi Co.

    Mermaid Quay is just a 15-minute walk away, overlooking the Bay and with a chic, cosmopolitan atmosphere. Mermaid Quay is where Cardiff comes to relax, with a wealth of restaurants, cafés, bars and shops.

  • What happens if my session is cancelled?

    Please be aware that we may cancel your session at extremely short notice. If we, for any reason, do not accept or cannot fulfil your order because of severe weather for example, then in the first instance, we will notify you of this via email.

    If we have taken payment, the value of your booking will be credited to you in the form of an  Aqua Park gift card as soon as possible to rearrange your booking. Refunds will only be issued if you submit a request via the Customer Services email address within 30 days from notice of the cancellation. Refunds take up to 28 days to show on your bank account once processed.

    Cardiff Bay is fed by the River Taff and Ely, which means that water quality can change with relatively short notice through no fault of our own. We take all direction on water quality from the Harbour Master and Cardiff City Council.

    If you require more information on the cancellation policy, please email us at cardiff@apy75.hosts.cx

  • Is there a carpark near to Aqua Park Cardiff?

    AQUAPARK CARDIFF

    Yes: The Aqua Park is situated 200m from Cardiff Bay Sailing Centre. There is no parking on the Barrage, you need to arrive at the Aqua Park at least 30 minutes before your session start time, so please plan your journey and allow for the walk times to get to us. It is accessible on foot or by bike from the Penarth side of the Barrage, or along the Barrage walkway past Porth Teigr on the Cardiff Bay side. All recommended car parks and walk times can be seen here: https://www-apy75.hosts.cx/cardiff/find-us/

    We recommend parking at The Barrage Car Park, Penarth, CF64 1TP. Please note parking fees are payable as follows:
    1 Hour £2.00
    2 Hours £3.00
    3 Hours £4.00
    4 Hours £5.00
    5 Hours £6.50
    6 Hours £8.00
    7 Hours £9.50
    8 Hours £11.00
    Disabled – Free

    If this car park is full, we recommend Q park, Cardiff Bay Car Park, CF10 4DJ. Please note parking fees are payable as follows:
    1 Hour £2.00
    2 Hours £3.50
    3 Hours £5.00
    4 Hours £6.50
    6 Hours £8.00
    24 Hours £12.00

  • Are there any showers or changing facilities?

    Yes, there are communal changing rooms for both males and females.

    Please note there are no showers. We advise you to bring a changing robe just as you would take to the beach.

    Due to COVID-19, we advise only using the changing rooms after your Aqua Park session. Please pack and prepare like you would for a day out at the beach. We advise arriving in suitable swimwear, and bringing a changing robe/towel.

  • Where is Aqua Park Cardiff?

    Aqua Park Cardiff is located on the Cardiff Barrage next to the children’s playground. The address is:

    Aqua Park Cardiff
    The Barrage
    Cargo Road
    Cardiff
    CF10 4LY

    Please note you cannot park at this address

    What3words: living.town.format

  • Can I reserve a hire wetsuit online?

    Yes, you can add wetsuit hire to your purchase online in advance. They are not included in the ticket price and are £5 online in advance, or £7.50 on the day of your session.

    When the water temperature is cooler, wearing a wetsuit is highly recommended, and we may ask that they are required on certain days to ensure you have an enjoyable time. Whilst additional sanitisation measures are in place, we strongly recommend that you use your own wetsuit to help us reduce cross-contact points.

    Please note that if you hire a wetsuit in advance and decide not to wear it on the day, there will be no refunds.

    DUE to COVID-19 we strongly recommend that you purchase your own wetsuit, which you can do online before your visit. Those purchased from our website can be collected from the site on the day of your visit. We do not post your order. Wetsuits are £19.99 for a youth size, or £29.99 for adult sizes. The full description is shown on the online checkout.

    Trainers or hard-soled shoes are not acceptable. Only wetsuit boots or barefoot are permitted on the park. If you choose to go barefoot on the park, we recommend wearing shoes that you do not mind getting wet on the shore before and after your session.