Question 1

Ability and Physical Readiness

Accepted Answer

A minimum level of fitness and ability applies to our events. When making a booking you are agreeing to meet the the following activity prerequisites:

1. Participants must be able to swim, our events are not swimming lessons.
2. Tread water for 5 minutes.
3. For beginner sessions, participants must be able to swim unaided for at least 50m using any stroke. For all other sessions it is 100m. 
4. Swim out of their depth in a calm and controlled manner.
5. Don and remove their swimwear and clothes without any assistance.
6. Walk at least 3km on a beginner session and 5km on all other sessions at a relaxed social pace (ie strolling and chatting pace)
7. Carry a backpack containing all swim equipment, refreshments and food, warm clothes, and other personal items.
8. Walk on uneven (but not steep) ground. Our events take place in the Lake District and it should be assumed walking will be on off-road surfaces. Distance and ascent is listed for all walks.

If you think you are not able to meet all of the prerequisites please contact us before making a booking as we may be able to offer you a private session suitable for your ability level.

Question 2

Weather Conditions

Accepted Answer

Outdoor swimming is an activity that takes place in a natural environment and as such we will find ourselves at the mercy of the weather gods, be them fair or foul. If we postponed a session every time it rained we would go out of business! Therefore, when taking part in outdoor swimming participants should be prepared to deal with prevailing weather conditions that might be uncomfortable at times. Whatever weather conditions we are faced with, these are always outside of our control and we will make the right decision for the safety of the group or participants and their instructor.

1. Our events take place 'in the wild' meaning there are usually no changing facilities, shelter, or places to store our kit whilst we are in the water unless expressly advised.
2. Swims will usually go ahead in wet or windy conditions, unless deemed to be dangerous. An example would be high gusting winds that would make walking difficult or bring a severe wind chill, or torrential rain.
3. It is sometimes necessary to offer an alternative location or activity due to adverse weather. Refunds are not offered if the location/activity has to be changed due to inclement weather as this is a circumstance out of our control.
4. Wild swimming can also be affected by hot weather and in cases of extreme heat participants will be advised about the suitability of wearing a wetsuit.
5. If we have to make changes to the event due to adverse weather, these will be communicated by email, text, and/or phone call. 
6. Any changes to the scheduled event made within 24hrs of the start time, these changes will be made by email accompanied by a courtesy text message, and followed up by a phone call if we do not hear back from you.
7. Participants will be given a packing list in good time for their booking, however they are reminded of the need check the forecast and pack accordingly.
8.  It is always recommended that participants bring a full spare change of clothing for their journey home.
9. If the event is cancelled or postponed due to inclement or dangerous weather we are happy to transfer your booking to a new event within a 12 month period, or offer a 50% refund.

Question 3

Payment, Cancellations, and Refunds - open group events

Accepted Answer

1. Payment in full is required to secure your place. We have a separate payment policy for private bookings and holidays. 
2. Our preferred method of payment is by direct bank transfer to our business account. This reduces the cost of our transaction fees. 
3. We accept payment through the website using a credit or debit card. A transaction fee will apply.
4. If you cancel your place, you forfeit the money you have paid unless we are able to fill your place. 
5. We will endeavour to fill your place by contacting the waiting list, advertising on social media, and sending out a newsletter to subscribers where appropriate. 
6. If we am able to fill your place, you may transfer your payment to another event within 12 months or you can have a refund. There is usually no charge for transferring to another date.
7. A charge of £10 to transfer your booking will be made if administration time exceeds one hour. 
8. If I have to offer a discount to fill your place, this will be deducted from the money you have paid. 
9. All refunds are processed minus a £5 administrative fee. 
10. If you cancel your place with less than 10 days to the event, transferring to another event is at my discretion.
11. If you cancel your place within 24hrs of the event, it is unlikely that I will be able to full your place and you will forefit the money you have paid.

Question 4

Payments, Cancellations, and Refunds - private clients

Accepted Answer

Your bespoke swim experience
Private swim clients can book a bespoke experience tailored to their ability. The details of this will be discussed and agreed in advance. The price varies depending on the location, time, and logistical requirements. The price will be agreed in advance. In all cases, a back-up plan will be in place in case of inclement weather or environmental changes and we reserve the right to alter the schedule where necessary for swimmer safety.

Booking Confirmation 
Your booking is not confirmed until full payment has been made. Where a deposit has been paid you will be notified of the balance due date. On receipt of full payment an itinerary and equipment list for the event will be emailed to the client within 48hrs.

Deposit payments
For swims more than 6 weeks in advance, you may pay a deposit of £25 per person to reserve a date. Your deposit is transferrable to other dates providing notification is made within 6 weeks of the proposed date. There is a fee of £15 to move your booking. Deposits are refundable within 6 weeks of the proposed date, less a £15 admin fee. Alternatively, a credit notes can be issued valid for 12 months.

Full Payment
For swims less than 6 weeks in advance, full payment is required. Once a date has been agreed, there is a fee of £25 to move your booking. Balances are only refundable if the dates can be filled, alternatively a credit note can be issued valid for 12 months.

Booking Cancellation by client 
All cancellations must be in writing via email.

Deposit paid stage: If you need to cancel your place we will refund your deposit less £15 to cover my costs for administration.

Balance paid stage: If you need to cancel after you have paid your balance, the entire amount paid will be retained and your dates will be re-advertised. Once the dates has been filled I will refund your payment less £25 to cover my costs for administration.

If we have to offer a reduction in order to fill your cancelled date, this will be deducted when issuing your refund from the money you have paid. If we am not able to fill your dates then unfortunately we will not be able to refund your payment, and you should make a claim on your holiday or activity insurance.

Booking cancellation by Suzanna Swims 
In the rare event of a cancellation by Suzanna Swims the client will be notified as soon as possible before the event. This will be by email and/or text and phone call. Please ensure you have provided a current correct email address and that your mobile phone is switched on. For changes 24-48hrs in advance of the event you will be notified by email. For changes less than 24hrs in advance of the event you will be notified by text message/WhatsApp and then by phone call.

Cancellation would only be necessary due to unforeseen or uncontrollable circumstances. Suzanna Swims will not be liable for any travel or accommodation related expenses.

In the rare event of cancellation we will aim to provide a new date for the swim event, or a credit note for 12 months. Refunds will be given if this is not possible.

Credit notes
If a credit note is issued please note that it must be used within 12 months of the date of your original booking. This means a swim event taking place within the 12 month period. Your credit note can be used for another private booking or to join a group event.

Question 5

Wild Swimming and Walking holidays

Accepted Answer

Deposit payment
A deposit of £250 per person reserves your place on a holiday pending receipt of the balance (8 weeks prior to the start of the trip). When you pay your deposit you will receive a payment confirmation and information about travel.

Balance payment 
Your place is not confirmed until full payment has been made. On receipt of full payment an itinerary and equipment list for the event will be emailed to the client within 48hrs. At this stage you will be asked for your personal information, and to confirm your travel plans.

Booking cancellation by client 
All cancellations must be advised in writing via email.

Deposit paid stage: If you need to cancel your place we will retain your deposit and re-advertise the place. Once the place has been filled we will refund your deposit less £25 to cover our costs for administration.

Balance paid stage: If you need to cancel after you have paid your balance, the entire amount paid will be retained and your place will be re-advertised. Once the place has been filled we will refund your payment less £25 to cover our costs for administration.

If we have to offer a reduction in order to fill your place, this will be deducted when issuing your refund from the money you have paid. If we am not able to fill your place then unfortunately we will not be able to refund your payment, and you should make a claim on your holiday insurance.

Booking cancellation by Suzanna Swims 
In the rare event of a cancellation by Suzanna Swims the client will be notified as soon as possible before the event. This will be by email and/or text and phone call. Please ensure you have provided a current correct email address and that your mobile phone is switched on. For changes 24-48hrs in advance of the event you will be notified by email. For changes less than 24hrs in advance of the event you will be notified by phone call.

Cancellation would only be necessary due to unforeseen or uncontrollable circumstances. Suzanna Swims will not be liable for any travel or accommodation related expenses other than those relating to the holiday accommodation.

In the rare case of a cancellation, you will be offered three options: 
 • Transfer to a new date, 
 • Or a 12 month credit note for events, holidays, or 1:1 sessions,
 • Or a full refund.

There is no charge to process a transfer or refund if we have to cancel or postpone the holiday.

Travel
You should ensure your holiday insurance covers you travelling to and from the holiday, for activities that take place during the holiday, illness and injury, and cancellation. It is your responsibility to make your way to the start of the holiday.

Weather 
Outdoor swimming means out activities are at the mercy of the weather gods. It doesn’t always rain but when it does, walks and swims will usually go ahead in light rain, drizzle, or windy conditions unless we feel this will compromise your safety. This is an outdoor activity holiday in northern England and as such you should expect to encounter inclement weather during the trip and pack accordingly. I reserve the right to shorten walks or offer an alternative activity if the weather poses a risk to our safety.

Changes to the itinerary 
Sometimes it may be necessary to change the itinerary and the client will be informed as soon as the decision has been made. Changes may be made due to weather conditions, or for environmental reasons such as access and parking. In most cases, but not all, there is no monetary compensation due to itinerary changes as these are usually factors outside of our control.

Non-attendance or Late Arrival 
Advice on travel and the meeting times will be sent once your balance is paid. It it the client’s responsibility to arrive on time for the trip. If the client is going to be late, please contact Suzanna as soon as possible by mobile phone (call and WhatsApp/text message).

For daily activities, the schedule and timings will be confirmed the night before. We reserve the right to refuse entry to the given swim event when the client has missed the safety briefing, or the group has already left the rendezvous point. The final decision is made by Suzanna and is non-negotiable.

Personal information
Certain information is required from the client in order to take part in the holiday. This includes:

• Contact mobile number and email address,
 • Next of kin name and mobile number,
 • Medical conditions and medication taken,
 • Dietary preferences and/or allergies and intolerances.
 • If this information is not made available then it may not be possible for you to take part in the holiday and your place will be cancelled. Your information is held securely for the duration of the trip.

Insurance and Loss 
Suzanna Swims is insured to guide outdoor swimming and walking in the UK. Any event does not include insurance (personal, accident, cancellation and/or third-party insurance). We advise that the client takes out personal accident/cancellation insurance. We do not accept any liability for loss or damage to any personal property during an event. Please ensure your holiday insurance covers payment and participation for activities. Outdoor/open water swimming are activities with a certain amount of risk and personal danger. Clients should be aware before making a booking that there are risks associated with outdoor swimming which cannot be completely removed. The client must accept these risks and be responsible for their own actions, safety and involvement. As a swim guide Suzanna Swims will help clients navigate the risk and behave accordingly.

Personal fitness 
Suzanna Swims provides fun and relaxed guided swimming activities, not boot camps. None of the advertised activities are designed to be used for training or as strenuous exercise and should not be considered as such. All activities are guided at a relaxed pace suitable for the entire group. The usual swim stroke required is breaststroke however there will be opportunities to swim front crawl in most cases.

Although the activities are relaxed, a minimum level of fitness does apply and all participants should be able to manage the following activity prerequisites:

• Tread water for 5 minutes.
 • Swim unaided for at least 100m using any stroke.
 • Swim out of their depth in a calm and controlled manner.
 • Don and remove your swimwear and clothes without any assistance.
 • Walk at least 5km at a relaxed social pace (ie strolling and chatting pace).
 • Carry a backpack containing all swim equipment, refreshments and food, warm clothes, and other personal items.
 • Walk on uneven (but not steep) ground.

A packing list for each swim event will be made available in advance and the client should be able to carry everything needed for swimming to the swim site.

Clients must be in good health at the start of the trip and any pre-existing medical conditions must have been reported when booking the event. Clients are required to declare medical conditions to enable Suzanna Swims to risk assess participation and make any necessary adjustments. Failure to disclose medical conditions that may subsequently pose an issue during the session not only puts the client at risk but also affects the rest of the group.

Please ensure your vaccinations are up to date, including covid vaccinations, in order to take part in this holiday.

Privacy Policy & GDPR
All information and material on Suzanna Swims website are intended for general use only and may be changed without notice. The website and all its content are the intellectual property of Suzanna Cruickshank t/a Suzanna Swims. It should not be reproduced or shared in any way, with the sole exception of letting loved ones know the details of the activity the client is taking part in.

Photos taken by Suzanna may be used in advertising. Your participation assumes consent to appear in photography. Please advise us in advance if you would not like to feature. When taking photos of other members of the group, and Suzanna, please ensure you have consent before using the photos online.

In order to take part in the trip, I require you to share some data, such as your name, contact information, emergency information, medical and dietary information. This information is not shared with any third party and I personally have no access to your payment information.

After the trip, we retain your name and email address to share trip photos and information about future trips. We may also invite you to leave a review about your experience.

By law we are required to keep a record of your attendance to an event for 6 years, after which time you can request that your information is deleted.

Should you wish to remove or change any of your data I retain for business purposes, please contact me: getwet@suzannaswims.co.uk to request removal and deletion.

Question 6

Regular Group Events

Accepted Answer

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Question 7

Wild Swimming and Yoga day retreats

Question 8

Gift Vouchers

Accepted Answer

Purchase
1. Vouchers are available to purchase via our website, or by email, in values from £5 to £100. 
2. Vouchers for £100 or more can be purchased by email. 
3. Bespoke vouchers are available for specific experiences or values. 
4. Vouchers can be used as part payment for swims and experiences of a higher value, where the difference is to be made up by the recipient.
5. If possible, please let us know the name of your intended recipient for our records.

Payment 
1. Payment by bank transfer is the preferred method of payment.  However it is possible to pay by card via our website. A processing fee of 4% applies for card payments. There is no processing fee for bank transfers.

Issue
1. Vouchers can be issued in physical form or sent by email. 
2. Physical vouchers come in A6 postcard style, supplied with a plain envelope and space for the purchases to write a message. 
3. If you would like us to fill in your voucher and send it direct to the recipient, please let us know at checkout. There is no extra charge for this.
4. Physical vouchers are sent by second class post unless otherwise requested.
5. E-vouchers can be emailed to the purchaser or direct to your intended recipient.

Validity
1. Vouchers are valid for 12 months from their purchase date.
2. You cannot use your voucher to book an experience taking place after the voucher has expired.
3. If you are purchasing vouchers in November and December for Christmas presents, these can be postdated to start in January.
4. If your voucher is lost or stolen, we will do our best to replace it providing you can give us the details of who purchased it (usually the name and email address).

Using your voucher
1. It is your responsibility to use the voucher within the validity period. We do not chase up vouchers once they have been issued. If you would like to be sent a monthly reminder for using your voucher, these are charged at £5. 
2. Please contact us in good time to make sure you can use your voucher before it expires. To make a booking please email getwet@suzannaswims.co.uk
3. If you do not use the full value of your voucher it cannot be refunded as cash but it can be carried over to another booking within the validity of the voucher, or goods from the webshop.

Using your voucher in the webshop
1. If you would like to use the voucher to purchase an item from the webshop, please get in touch by email. It’s not currently possible to pay online using a voucher. 
2. Items purchased in the webshop using a voucher can be exchanged but not refunded. If you choose to return an item, the balance will be re-applied to your voucher, less our admin fee of £5.

Extending your voucher
1. If your voucher is about to run out, you can extend it for 3 months. This costs £30 and must be arranged by email before your voucher expires. 
2. We cannot extended expired vouchers.

Refunds, exchanges, and transfers
1. Vouchers cannot be exchanged for cash.
2. Once purchased, there are no refunds for vouchers.
3. You may transfer your voucher to another person if the original recipient is no longer able to use it. Please make us aware of any changes. This does not affect or extend the validity period of the voucher.

Terms & Conditions

Booking Terms and Conditions

Minimum Swimming Ability

Adverse Weather Policy

Frequently Asked Questions