Q: Why are there only limited spaces available per session?
A: To help relieve the flow of customers through our site and due to limited equipment numbers.
Q: Why do I have to arrive 15 minutes before?
A: We ask you to come early so we can get you signed in, kitted up and briefed without it impacting your time!
Q: Why do I have to book online?
A: Bookings must be made online to control numbers of people at the centre and on the lake.
Q: Can I turn up and pay on the day?
A: Yes, but there is no guarantee that there will be spaces available.
Q: What if I am late for my session?
A: We run off a specific daily programme, if you are late to your session, you will be allowed on the water for the remainder of your session, letting you out for your full time would disrupt the following sessions.
Q: Can I change my booking on arrival?
A: No changes will be allowed to be made on the day of the booked session, any changes must be made 48 hours prior to your session, and confirmed by a member of staff.
Q: Do I need to fill in a registration form for open water swimming
A: No. All of our sessions now require a waiver to be completed ahead of your session. Once you have completed your booking you will receive a link to fill out the waiver online.
Q: Why do I need to fill in a waiver?
A: We need every member of your party going on the water to have a waiver filled in so we have a record of your contact details and medical conditions should we need them in the case of an emergency.
Q: Can I book multiple people to use the same piece of equipment for hire?
A: Yes. However, all bookings are per person so each person must book and pay even if you intend to share the same piece of equipment, unless booking a double kayak. Under 8s must share the same craft as an adult over 18.
Q: Can I book my children onto a session.
A: Yes, children 8 years of age and over can be booked onto an instructor lead session, or Craft Hire/ Day Launch. For Craft Hire and Day Launch they must be accompanied by an adult over 18 on the water and booked on as an extra person on your order. Children aged 16 and over can be on the water unaccompanied, but must have a guardian on the Activity Centre. Children under 8 are free but must go on the same piece of equipment as an adult over 18.
Q: Can I transfer my booking to another person?
A: No, all bookings made through the website are person specific.
Q: How do I cancel a booking?
A: Please contact the centre during our office hours to cancel a booking. Make sure you read our Ts and Cs for full cancellation details!
Q: Can I alter the date of my booking?
A: Yes, you can alter your booking by contacting the centre a minimum of 48 hours ahead of the centre if the date if available. Please see our Ts and Cs for full details on rescheduling.
Q: What craft am I allowed to bring to Launch myself?
A: All craft are permitted as long as they are not: motorised, an inflatable dinghy, or pool toys/floats. All craft are subject to refusal for launch by HLAC staff if we do not deem it suitable.
Q: Will the session still go ahead if it's raining?
A: Yes, all sessions will go ahead in most weather conditions, except for Thunder and Lightning and also gale force winds. If Horseshoe Lake make the decision to cancel, your activity will be re-scheduled to a mutually convenient date.
Q: Why can’t I swim in the Lake?
A: Horseshoe Lake is a private lake, swimming is not permitted in the Lake outside of our organised Open Water Swimming sessions, as there is no safety supervision to ensure the continued safety of visitors.
Q: Can I go in the lake when the centre is closed?
A: Horseshoe Lake is a private lake, so we need to be in control of who is on our lake at all times. We control these times to ensure that there is safety cover available to you while on the lake.