Our dedicated team at The Lake is relatively small, and during peak season, we’re focused on operational tasks to ensure you have the best possible experience.
To help us maintain efficiency and provide timely assistance, we kindly request that you review our Frequently Asked Questions (FAQs) before contacting us as many common enquiries are answered here.
For complete details regarding activities, please refer to our Terms & Conditions for On-site Activities.
How do I request a refund?
All refund requests must be submitted through the ‘My Account’ section on our website.
What is your refund policy regarding session timing?
In line with our terms and conditions, we are unable to process refund requests made within 48 hours of your scheduled swim session.
Can I change my swim session time, booking date, or participant name?
We cannot accommodate changes to swim session times, booking dates, or participant names within 48 hours of the session. If you need to make such amendments, you’ll need to request a refund for the original booking (ensuring you have more than 48 hours’ notice) and then rebook your desired session.
How do I check in for my session?
After purchasing your tickets, you’ll receive a QR code via email. You’ll need this to check in on arrival. Due to limited mobile signal at Cromhall Quarry, we highly recommend screenshotting this QR code on your device beforehand.
Where can I access my tickets?
Registered users can access their tickets under the ‘Tickets’ tab within the ‘My Account’ section of our website. Please note that this feature is not available for those who purchase tickets as a guest (without logging in first).
What happened to the points and rewards system?
We understand many of our regular users are asking about the previous points and rewards system. We are currently exploring ways to integrate this feature with our new website systems in a way that is fair and efficient for swimmers, divers, and paddleboarders. We’ll announce updates on our social media channels as soon as this is implemented.
What is your policy on lost property?
We carefully collect and log all lost property, keeping it securely for six weeks.
How do I enquire about a lost item?
If you think you’ve lost something, please speak to a member of our team during your next visit, and they’ll be happy to help.
What happens to unclaimed lost property?
Unclaimed items will be donated to charity after six weeks. While we are very successful at reuniting owners with their belongings, please be aware that we cannot accept responsibility for personal items that go missing on site.
Where can I find information about opening times and sessions.
You can find comprehensive details regarding our opening times, swim session schedules, and paddle boarding information on our website: thelakeuk.com
Why are some sessions not showing on the website?
During the summer season, tickets can sell out relatively quickly. If the stock availability for your chosen session is listed as ‘0’, it means that session has sold out.
If the date for an expected activity isn’t showing this is normally because the session is not running due to the water body being used for maritime training courses facilitated by South West Maritime Academy.
Are other paddlesports like canoeing or kayaking permitted at The Lake?
We receive many enquiries about paddle sports other than stand-up paddleboarding (SUP). Please note that these activities including canoeing and kayaking are not permitted on site, as our insurance does not cover these uses.
Are there age restrictions?
Yes. All individuals on site under the age of 18 must be actively supervised by a parent or legal guardian at all times. The minimum age for swimming is 16, and for paddleboarding, it is 10. Full details for age related queries regarding activities can be found in our Terms and Conditions.
Are dogs allowed at The Lake?
Yes, well-behaved dogs are welcome but must be kept on a lead at all times. For the comfort and safety of all our visitors, dogs are not permitted in the water, and owners are responsible for cleaning up after their pets.
For any further enquiries regarding swimming, diving and paddleboarding that have not been answered above, as well as group bookings please use the form below.
All marketing and PR/media enquiries should be sent directly to Marketing & PR Manager Carl Hewlett on: carl@southwestmaritimeacademy.com