Terms & Conditions
TERMS & CONDITIONS
PRICES
All prices quoted are in GBP (£) UK Pounds Sterling.
In the event of pricing errors or price changes after a booking has been placed, the customer will be contacted and given the opportunity to cancel the booking.
If, for any reason, we are unable to fulfil your booking, we will notify you as soon as possible and offer the option to cancel or rebook.
The liability of The Copper Quay Ltd in the case of cancellation or delay shall be limited to the amount paid for the service.
OUR SERVICE
We strive to provide all customers with the highest possible level of service and value.
If you have any comments, suggestions or concerns regarding your booking or trip, please contact us via email or telephone.
Customer Service Telephone:
+44 (0) 7990 577788
Customer service hours:
Daily from 9:00am – 6:00pm
(excluding public holidays and Christmas holidays)
Standard call rates apply.
BOOKING TERMS & CONDITIONS
1. Boarding & Disembarkation
Boarding will commence at the booked time stated on your confirmation. At the end of the cruise, all passengers must disembark within 10 minutes of arrival.
2. Departure & Return Locations
All cruises will depart from and return to the locations specified in your booking confirmation unless otherwise agreed in writing with the Captain.
3. Late Arrivals
No liability shall be accepted by The Copper Quay Ltd for any passenger not carried for any reason whatsoever, including late arrival at the departure point.
4. Changes Due to Unforeseen Circumstances
The Copper Quay Ltd reserves the right to offer alternative dates up to 90 days prior to departure in circumstances beyond our control, including but not limited to bankruptcy, competing events, adverse weather conditions, operational issues or missing documentation.
5. Payments
Full payment in advance is required for all bookings.
A deposit payable by debit or credit card is required to secure the booking.
Invoices must be paid within 5 days of receipt unless otherwise agreed in writing.
6. Boarding Times & Decorations
Passengers must board and disembark in accordance with the agreed booking times unless prior written permission has been obtained. Failure to do so may result in additional charges based on the applicable hourly rate.
Subject to availability and prior arrangement, permission may be granted to decorate the vessel up to 10 minutes before departure.
7. Vessel Inspection
Clients are welcome to inspect the vessel by prior appointment to ensure suitability for their requirements.
8. Damage, Cleaning & Guest Conduct
The client accepts full responsibility for any loss or damage caused to the vessel, its equipment or property by the client or any member of their party.
Where excessive cleaning is required due to the conduct of guests onboard, the trip may be terminated up to 30 minutes early to allow sufficient preparation time for subsequent bookings.
The client is responsible for the behaviour and conduct of all guests during the hire period.
9. Captain’s Authority & Passenger Safety
During the hire period, the vessel shall remain under the control of the Captain and crew appointed by The Copper Quay Ltd.
The hirer and all passengers must comply with all instructions given by the Captain and crew regarding safety, navigation and conduct onboard.
The Captain reserves the right to refuse boarding or terminate the trip for any individual whose behaviour is considered unsafe, disruptive, intoxicated or abusive.
Passengers must remain inside the vessel at all times and may only use designated access points for embarkation and disembarkation unless instructed otherwise by the crew.
Access to the bow and stern decks is strictly prohibited at all times.
10. Cancellation & Rescheduling Policy
Booking dates and times are reserved specifically for each customer and may prevent us from accepting alternative bookings. For this reason, all deposits are strictly non refundable in the event of cancellation by the client.
For cancellations made within 14 days of the booking date, the full balance remains due and non refundable.
If your booked date becomes unsuitable, requests to reschedule made more than 14 days prior to the booking date may be considered; however, approval is not guaranteed.
All requests to reschedule remain entirely subject to availability and at the sole discretion of The Copper Quay Ltd and the Captain. Suitable alternative dates and times must be agreed by both parties more than 14 days prior to the original booking date and cannot be carried over into the following calendar year.
Requests made within 14 days of the booking date are not eligible for rescheduling.
If a reschedule request is approved, a £25 administration fee will apply and the booking will remain subject to the original terms and conditions.
Where a reschedule request cannot be accommodated, the booking will remain subject to the original cancellation terms.
11. Force Majeure
Whilst every effort is made to provide services at the agreed time, The Copper Quay Ltd shall not be liable for any inconvenience, loss, injury, damage or cancellation arising from circumstances beyond our reasonable control.
This includes, but is not limited to:
war, terrorism, pandemic, riot, civil unrest, public demonstrations, sabotage, vandalism, industrial disputes, governmental restrictions, adverse weather conditions or Acts of God.
For the avoidance of doubt, no refunds of deposits or advance payments shall be made in such circumstances.
13. Weather Policy
We operate in all weather conditions and the vessel is fitted with roof and side covers in the event of rain.
However, we will contact customers in advance where extraordinary weather conditions are likely to affect operations.
The Captain reserves the right to amend, shorten or cancel any cruise before or during the trip where safety or operational concerns arise.
The Captain’s decision shall be final.