In these conditions, "we" are Catamaran Cruisers Limited and "you" are the customer.

Services and safety
1. We reserve the right, when necessary, to alter timetables, re-route vessels for reason of safety or stop them serving a pier, without notice. Although any such action will be exceptional, we do not guarantee to operate any services in accordance with published schedules, or at all.

2. We reserve the right, when necessary, to alter or withdraw commentary and on board services and facilities.

3. You may use any of our vessels if you have a ticket that is valid and available for your journey. Our services are often heavily patronised so we cannot guarantee to provide you with a seat, or accommodate you at all, on a particular vessel or sailing.

4. For your own safety and the safety of others, you must follow instructions given by our crew when on board any of our vessels.

5. For safety reasons you must not smoke (except in designated smoking areas) or use roller skates, roller blades or skateboards on our vessels or any facilities controlled by us.

6. The Crew may refuse to carry any passengers, or direct any passenger to disembark, where the behaviour of that passenger is liable to cause nuisance or offence to the other passengers or put at risk the safety of the passenger, other passengers, crew or vessel.

7. The Company will not be liable for any loss, damage or delay to any persons or their possessions whilst embarking or disembarking from the vessel or during the voyage which may arise from or be in any way connected with any act, omission or negligence of any person employed by the Company.

8. The Company will not be liable for death or personal injury to any persons resulting from any act or omission other than the Company's negligence.


Bookings and Reservations
1. You must have a confirmed reservation, which is valid for the date and package booked.

2. Children under the age of five are discouraged from Lunch Cruises; no prams, bassinets or pushchairs may be brought on board and no highchairs are provided. For Dinner Cruises, no person under the age of 15 is allowed on board..

3. If you book a reservation with a credit or debit card to which you do not have legal right, the reservation will be invalid.

4. Whilst we try to ensure that all information, particularly times and prices, displayed on our web-sites are accurate errors may occur. If we discover an error in a price you have purchased, we will try to inform you as soon as possible and give you the option of either reconfirming your purchase at the correct price or cancelling it. If we are unable to contact you for any reason, we reserve the right to treat the purchase as cancelled.

5. If you present a mis-priced reservation, we reserve the right to withdraw the booking, cancel it and refuse travel unless and until another reservation has been purchased at the correct price for the intended journey. Cancellation under any of these circumstances will entitle you to a full refund of any sums you have paid.

6. A Dress Code applies to Dinner Cruises: no demin, jeans or training shoes allowed on board. Refunds will not be offered where boarding is refused.


Replacement tickets, refunds and compensation
1. We do not accept liability for any loss resulting from our failure to provide an advertised service, or where delay occurs to those services, for any reason.

2. Refunds will not be granted other than under the terms and conditions stated when booking.

3. Any refunds agreed will be made entirely at our discretion and without prejudice.


Access
1. Not all of our vessels have been designed or adapted for passengers in wheelchairs. If you intend to travel on a vessel which has not been so designed or adapted, you must satisfy yourself as to its suitability before embarking.

2. When travelling on any vessel not adapted for wheelchair access, if you use a wheelchair you must bring enough helpers to enable you to make your journey safely including getting on board the vessel and leaving it at your destination.

3. Even on vessels designed or adapted for wheelchair access it may not be possible for you to sit in a wheelchair at a table and, for reasons of safety, you may be asked to move from your wheelchair into a seat, in which case the wheelchair will be stowed in a safe place.

4. Under no circumstances must wheelchairs obstruct any access to safety and life saving equipment, gangways, stairs or passageways.


Luggage, belongings and animals
1. For safety reasons, and for the comfort of passengers, we have to restrict the amount and type of luggage, including pushchairs and shopping trolleys, that you can take with you on our services. You may, at the discretion of the crew, take with you the following items, provided they do not obstruct access to safety and life saving equipment, gangways, stairs or passageways and are not put on seats:

• Personal luggage
• Other items provided they are not deemed likely to injure anyone.

2. You may not take on board:

• Any item that is more than two metres long
• Hazardous or inflammable substances

3. We reserve the right to restrict the carriage of any luggage when there is a need for increased security and to refuse permission for you to take any item at all on to a vessel.

4. If you are registered blind you can be accompanied by a hearing dog for the deaf, for which there will be no charge.

5. If you are registered deaf you can be accompanied by a hearing dog for the deaf, for which there will be no charge.

6. At the discretion of the Master, you can take with you a dog or other inoffensive animal, without charge, provided it is kept under control, either on a lead or carried in a suitable container, and is not put on a seat. The Master may direct which part of the vessel you can occupy if you bring an animal on board. We can refuse permission for you to take an animal on our vessels if this condition is not met or if the animal seems dangerous. Crews are not allowed to take charge of any animal.

7. We do not accept responsibility for any luggage, belongings or animals brought on board. If you bring any such items on board they remain your responsibility at all times.


Lost Property
1. We deal with lost property in accordance with our lost property procedures, which are available for inspection on request.

2. If you find any lost property on our vessels or facilities, do not touch it but please alert a crew member immediately.

3. If we think unattended property may be a security threat, the police or security services may be called to attend and the item(s) may be destroyed.


Cancellation Charges
For individuals (up to 17) we allow 100% refund if cancelled or altered no later than 48 hours in advance For bookings over this, we offer 100% refund for cancellation and alterations advised no later than 8 days in advance and 50% for those advised no later than 4 days in advance.


Bateaux London Cloakroom Policy

The Cloakroom is for the use of Bateaux London customers on a given date so that property may be stored in a convenient, secure and safe location during the cruise. The customer is given a ticket with a number on it, which corresponds to the ticket placed on the customer's property. It is the customer's responsibility to look after this ticket once it is in their possession. Bateaux London accepts no liability whatsoever for any loss or damage that occurs from a ticket being lost. No property will be handed back with out a ticket.

What to do if you forget your coat but still have your ticket?
The customer should come in during 10am - 4pm Monday - Friday, with their ticket. The customer should go to the reception area and speak to the member of staff working who will then attempt to reclaim your property.

Lost Tickets
No property will be handed back on a night, without a ticket. In the event of a ticket being lost the property may be reclaimed at the manger’s discretion at the end of the shift when all other property has been collected. The customer must be able to give an accurate description of the property they have lost and if they wish to collect the property on the day then a description of what is in the property would be preferable, e.g. a description of what is in the inside pockets. You should come to collect your lost property between 10am-4pm Mon - Fri. Go to the reception area and ask the person working for assistance. The claiming lost property is subject to the management discretion.

Valuables
It is recommended by Bateaux London that no valuables be handed in to the cloakroom or left in coat or bags that are to be handed into the cloakroom. All wallets, jewellery, watches, keys and glasses should be kept on your person. Staff will never look through property unless it is to prove ownership. Expensive property such as cameras should be kept on your person, and brought ont o the cruise at your own risk. Bateaux London accepts no liability whatsoever in the event of any damage or loss of such items.

Damage and Loss
Bateaux London will not accept any liability for any items lost or damaged after they have been handed into the cloakroom. All Staff take great care when handling all property to insure that damage and loss does not occur; in the event of damage or loss Bateaux London is not liable whatsoever and will not pay compensation or replace the item.

Any property lost or damaged that has not been handed in to the cloakroom is the individual’s responsibility and Bateaux London is not liable what so ever for any loss or damage that occurs from the property not being handed in.

Lost Property will be given to charity if left unclaimed for three months. PLEASE CLAIM FOR LOST PROPERTY BETWEEN
10am -4pm Monday – Friday.