Refund policy

We hire the pool privately, one booking at a time, so a reserved slot is genuinely held for you and nobody else. This policy is written to be fair on that basis.

Cancelling or moving a session

More than 24 hours before your session: cancel or move it for free. You can choose a full refund or a transfer to another slot, whichever suits you.

Less than 24 hours before: we cannot normally refund the booking, because the slot is unlikely to be filled at that notice. We will always try to move you to another time where we can, and if we manage to fill your slot we will refund you.

Not turning up: treated as a cancellation inside 24 hours.

How to cancel: email info@houndsandwaves.co.uk or call 07386 029808. The time we receive your message is the time the cancellation counts from.

If your dog is unwell

Do not bring a dog that is unwell, has an infectious condition, or has had diarrhoea or vomiting in the last 48 hours. Tell us and we will move your booking free of charge, whatever the notice.

The same applies if your dog has been vaccinated within the previous 48 hours, since they should not swim during that window.

If your dog will not go in the water

This happens, especially on a first visit, and it is not a wasted session. Plenty of dogs spend a first visit on the steps deciding, and that is a normal, useful start.

Your session runs for the time booked whether or not your dog swims, so it is not refundable on that basis alone. If it is a genuine first visit and your dog does not settle at all, speak to us on the day. Where we reasonably can, we will offer a shortened repeat session so they get a second, calmer introduction.

If we cancel

If we cancel your session for any reason, you choose: a full refund, or a transfer to another slot. If you take the refund it is returned to your original payment method.

Refund timing

Approved refunds are issued to the original payment method. Once we process a refund, your bank or card provider usually takes three to five working days to show it. That last step is out of our hands.

Gift vouchers

Gift vouchers are non-refundable, but they are transferable. Anyone can use one, and the usual cancellation terms above apply to any session booked with one.

Pre-opening bookings

Where a session is booked before the pool opens, and our opening is delayed beyond the date you booked for, you may take a full refund or move your booking to a date after we open. You do not lose money because our opening moved.

If something has gone wrong

If you are unhappy with a session, tell us. Email info@houndsandwaves.co.uk with your booking details and what happened, and we will look into it and reply. Most things are fixable, and we would rather hear about it than not.

Your legal rights

This policy sits alongside your rights under UK consumer law and does not replace them. Where the law gives you more than this policy does, the law applies.