FREQUENTLY ASKED QUESTIONS
GRAFHAM

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

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Grafham FAQs

  • How do I book?
  • 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. 

  • 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.

    Season Pass holder admission?

    If you have booked as season pass holder and can no longer attend, please contact us with as much notice as possible. Please contact our customer service team on customerservices@aquaparkgroup.co.uk, Failure to attend for bookings will result in your passes being cancelled.

     

  • Do you offer group discount?

    School Groups of 15 students or more + £15 per person. 

    Available Monday to Friday only. Weekend tickets are available from £20 pp

    Free Teacher ticket offered per 10 students. must be booked under organization/school email and proof of id is required on the day.

    Groups of 15 people or more: £15 Per Person

    Available Monday to Friday only. Weekend tickets are available from £20 pp

    Wetsuit hire varies depending on location. Please see the Group page on your chosen location for details.  

    *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.

  • 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.

  • 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 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.

  • 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 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?

    You can redeem your season passes against a booking on the 1hr Season Pass Holder Admission Ticket on the website. Season pass sessions start at 20mins past the hour every hour we are open.

    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 pass 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.

  • 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 pass number once you purchase your season pass online. This is used when you checkout online by selecting the “Use Membership” button when on the checkout page.

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

  • How do I book using Season Pass?

    Additional general admission tickets cannot be booked in conjunction with membership orders. Season pass holder admission sessions start at 20 past the hour every hour.

    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 Aqua Park Season Holder Admission tickets 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 does it work?

    Once purchased, you’ll be sent your season pass code that you can use to redeem season pass holder admission tickets. Season pass admission sessions start at 20mins past the hour every hour. Season passes are not redeemable on general admission tickets. You can buy multiple passes from one account so managing a family pass is easy.

    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.

  • What happens if my session is cancelled?

    Please be aware that we may cancel your session at extremely short notice.

    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.

    We will happily reschedule the booking for another time and date that is convenient for you.

    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. 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. 

  • Wetsuits?

    Do I have to wear a wetsuit?

    When the water temperature is cooler, wearing a wetsuit is recommended. Wetsuit hire is NOT available currently.

    We advise you to wear leggings or gym clothes on the park to help keep you warm and protect you from the sun, as long as they are not loose-fitting.

    Or 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-size 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.

    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.

    Sizes?

    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-size 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 on the shore before and after your session that you do not mind getting wet.

  • Where is Aqua Park Grafham?

    Aqua Park Grafham is located on the north shore of Grafham Water just 2 miles from the A1 near Huntingdon.

    Yes: there is plenty of parking at Marlow Car Park, PE28 0BH. What3words code: strutting.sprouted.blanket

    Please note parking fees are payable as follows:

    15 minutes free

    1 hour – £1.70

    3 hours – £3.70

    5 hours – £6.00

    8 hour explorer – £6.00 

     

    AQUA PARK GRAFHAM

    MARLOW CAR PARK

    GRAFHAM

    NR. HUNTINGDON

    PE28 0BH

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  • Are there any shower or changing facilities?

    There are toilets and baby changing facilities in the visitor centre.

    There are NO changing rooms as we are an outdoor venue only.

    Outdoor beach showers are available to rinse off.

    Please pack and prepare as you would for a day out at the beach. We advise arriving in suitable swimwear and bringing a changing robe/towel.

  • Are there any cafes or pubs close by?

    Yes. A short walk from the Aqua Park is the Visitor Centre and Cafe with a large selection of hold and cold food and drinks. A short drive round to the Fishing Lodge and you will find the Harbour View Cafe, with a variety of food options and a fully licensed bar.

    In the village of Grafham itself, you will find The Grafham Trout Village Pub – a dog-friendly community pub, serving drinks only. You can bring your own food, or pop to the community shop located right next door, where you can pick up a bite to eat.

  • What else is there to do at Grafham Water?

    Located near to the Aqua Park, Rutland Cycling Grafham offers quality hire bikes, perfect for exploring 10 miles of glorious traffic-free waterside trails with plenty of pit-stop opportunities! Ideal for group bookings, families or just hire a bike on your own and explore the area. Offering Europe’s widest choice of hire bikes, from hybrid and mountain bikes, to the latest electric bikes, tandems, electric tandems, kids’ bikes, tag-alongs, buggies and child seats – they’re all current season models and replaced every year. Book online or by phone on 01480 812 500

    Grafham beach is also located right next to the Aqua Park – it’s a great spot to unwind, light a BBQ and play some ball games after a session on the park. You will need a day ticket to get in/out the barrier.

    Sailing Club

    Based at Perry on the shores of the reservoir, Grafham Water Sailing Club offers membership to experts and novices of all ages.

    With qualified RYA instructors, it’s a great place to start if you are testing the water.

    And don’t worry if you don’t own a boat. You can join up and use one of the club fleet.

    For more information visit here.

    Kayaking, canoeing and sailing are all provided from the Grafham Water Centre and Grafham Water Sailing Club.

    For your safety, please contact them in advance to access the water. Open water swimming is not permitted, other than as part of an authorised event.

    Grafham Visitor Centre and Cafe

    Situated in the Marlow car park, there’s a large outdoor patio and a wide selection of hot and cold snacks. And ice cream lovers are spoilt for choice, with 24 different flavours available. For more information call 01480 812154

    Harbour View Cafe Bar

    With a large balcony above the fishing lodge, the Harbour View Café Bar makes for a great viewing platform. Hot and cold food is available and there’s a fully licensed bar too.

    Get in touch on 01480 812110.

    FISHING

    Hosting national and international fly fishing competitions, Grafham Water is one of the UK’s premier fisheries attracting both beginners and those with a lifelong passion for fishing.

    There are a wide range of permit options available for both trout and predator anglers available for our Fishing Lodge. The Harbour View Café Bar is also conveniently located above the Fishing Lodge for anglers’ breakfasts and delicious freshly prepared meals and snacks throughout the day.

    Get in touch or call 01480 810531 for more information or to book your boat

  • Spectators and dogs?

    Spectators can watch from the shore and it is free to do so.
    Well behaved dogs on leads are welcome. Please remember Anglian Water parking charges apply.

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

     YES: Picnics are permitted anywhere on site, along with BBQ’s as long as they are not directly in contact with the ground. There is also the Visitors Centre  Café on site serving hot and cold food and drink.

  • A member of our group has to self-isolate, what do we do?

    Please contact customerservices@aquaparkgroup.co.uk and provide your email + booking ID with as much notice as possible.

    Provided we are given more than 24hrs notice, a gift card for the full amount of your booking will be issued and your booking will be cancelled. You will be able to re-book at no extra cost once you are fit and well. 

  • Do you have Lifeguards?

    We train our teams in-house in the UK’s premier Lifeguarding Qualification. Our teams are RLSS Open Water Lifeguards and we are Royal Life Saving Society Accredited venues.

    All our sessions are overseen by our friendly team of lifeguards who help you make the most of your visit and keep you safe.

    For schools: We are also ( LOTC)Learning Outside the Classroom accredited and (BAPA) British Activity Providers Assossiacteion Accredited

  • Can I buy a Season Pass for my child?

    Yes, as the Season Pass buyer, please enter your details. Once booked, you can add the details of the minor that the pass is allocated to onto the waiver.

    Then on your first visit, we will set up the name and photo ID of the pass holder much like a gym membership whilst you hold the email confirmations and receipts for the purchase.

  • Do you do Military / NHS / Blue light card holder discount?

    The discount available to Blue light / NHS and military service personnel is free wetsuit hire at our locations that provide it (Cardiff & Rutland, max redemption = 4 suits per booking) Alternatively, you can receive a £5 discount from our sales wetsuit where we provide them.

    There is no discount on tickets or annual passes currently.

    This is an on-the-day offer only. If you have paid for hire online in advance no refund is given, so please just reserve your tickets online and bring your work card with you to redeem this at the kiosk.