Terms and Conditions

1. About Us

Wiltshire Scuba Training & Servicing Ltd (“Wiltshire Scuba”, “we”, “us” or “our”) provides scuba training, PADI courses, IDEST-related courses and services, cylinder testing, servicing, air fills, equipment sales and related services.

These Terms and Conditions apply to all bookings, purchases, invoices and payments made with us, whether online, by email, by telephone, in person, by payment link or by invoice.

By booking with us, purchasing from us, or paying any invoice or payment link issued by us, you confirm that you have read and agreed to these Terms and Conditions.

Nothing in these Terms and Conditions affects your statutory rights.

2. Definitions

For the purposes of these Terms and Conditions:

Course means any scuba, first aid, IDEST or related training course provided by us.

Digital materials means any eLearning, online code, digital manual, digital training material, certification fee or other digital content.

Bespoke booking means any private, 1:1, custom, one-day, special-date, extra pool session, additional pool time or other booking arranged specifically to meet a customer’s individual request.

Goods means any retail products, equipment or physical items sold by us.

Services means cylinder testing, servicing, inspections, air fills, oxygen cleaning, regulator servicing, IDEST-related services, repairs and similar work.

3. Booking and Contract Formation

A contract is formed when we accept your booking, confirm your order, issue your course place, issue digital materials, confirm a service booking, dispatch goods or accept payment, whichever happens first.

We reserve the right to refuse a booking, order or service request where necessary, including where medical, safety, scheduling, stock or legal issues arise.

Where a booking is made by invoice, payment link, telephone or email, the customer is responsible for reviewing these Terms and Conditions before payment.

4. Prices and Payment

All prices are shown in pounds sterling unless otherwise stated.

Payment may be required in full at the time of booking unless we agree otherwise in writing.

We reserve the right not to:

• release digital materials
• reserve dates
• book pool time
• book venues
• allocate instructors
• order products
• start work
• provide services

until payment has been received in cleared funds.

If any invoice is not paid by the due date, we may suspend or cancel the booking, order or service.

5. Medical Fitness and Safety

Scuba diving and related activities require an appropriate level of health, fitness and competence.

It is your responsibility to:

• complete all medical declarations honestly and fully
• tell us about any relevant medical condition
• obtain any medical approval required before taking part

If you answer “yes” to any medical question, or if medical clearance is required, you must obtain approval from an appropriate doctor before taking part. In some cases, a GP sign-off may not be sufficient and specialist diving medical advice may be required.

If you are unable to participate because you do not meet the medical requirements for diving or related activities, this will normally be treated as a customer cancellation unless we have cancelled the booking ourselves.

Where possible, we may offer a transfer to a later date, but this is at our discretion and subject to availability.

Any refund in these circumstances will be subject to deduction of:

• any non-refundable digital materials purchased from Wiltshire Scuba and already ordered, issued, redeemed, activated, accessed or sent to you
• any costs already committed specifically for your booking, including pool hire, venue hire, instructor allocation, third-party fees and bespoke booking costs

If you purchased eLearning or other digital materials directly from PADI or another third party, any refund or credit for that element must be requested directly from that third party.

We reserve the right to refuse, postpone or stop training or participation at any time if we reasonably believe it would be unsafe or inappropriate for you to continue.

6. Recreational Course Bookings

This section applies to PADI and other recreational scuba courses, including but not limited to:

• Discover Scuba Diving
• Open Water Diver
• Advanced Open Water Diver
• Rescue Diver
• Reactivate
• children’s programmes
• speciality courses
• refresher sessions
• similar leisure training

Course dates, venues, instructors and pool sessions are planned in advance and spaces are limited.

Cancellation charges reflect the real costs and losses that arise when places, instructors, venues or pool sessions cannot be refilled at short notice.

If you cancel a standard scheduled course:

More than 21 days before the course start date
We will refund sums paid less any non-refundable digital materials purchased from Wiltshire Scuba and any non-recoverable costs already committed specifically for your booking.

Between 8 and 21 days before the course start date
We may retain up to 50% of the course price, together with any non-refundable digital materials purchased from Wiltshire Scuba and any non-recoverable costs already committed specifically for your booking.

7 days or less before the course start date
We may retain up to 100% of the course price where costs have been incurred or the place cannot reasonably be refilled, together with any non-refundable digital materials purchased from Wiltshire Scuba and any non-recoverable costs already committed specifically for your booking.

Where our actual loss is lower, we may reduce the amount retained.

Where our actual loss is higher because of specific commitments already made for your booking, we may retain those additional committed costs.

At our discretion, we may offer a transfer instead of a refund. Any transfer is subject to availability and may require payment of any difference in price or additional costs arising from the change.

7. Bespoke, Private and 1:1 Bookings

This section applies to all bespoke bookings, including:

• private tuition
• 1:1 courses
• one-day custom courses
• additional pool time
• exclusive sessions
• custom dates
• special instructor allocation
• similar arrangements made specifically at your request

Because bespoke bookings involve costs being committed specifically for one customer, those costs are often non-recoverable if cancelled.

For bespoke bookings:

• Any deposit, bespoke supplement or separately quoted custom charge may be non-refundable once the booking has been confirmed.
• Any pool hire, venue hire, instructor time, travel costs, third-party fees, digital materials purchased from Wiltshire Scuba or other costs committed specifically for the bespoke booking are non-refundable once booked or incurred.
• If you cancel, any refund will be limited to sums paid over and above those committed and non-recoverable costs.
• If we are able to refill the slot or recover the costs, we may offer a partial refund or transfer at our discretion.

8. Digital Materials and eLearning

Digital materials include:

• PADI eLearning
• online training codes
• digital manuals
• digital training packs
• digital certification fees
• similar digital products

Where digital materials are purchased from or supplied by Wiltshire Scuba, whether separately or as part of a course package, they are non-refundable once they have been ordered, issued, redeemed, activated, accessed or sent to you.

Where digital materials are supplied immediately, you expressly agree that supply may begin straight away and that any cancellation rights applying to that digital content element are lost once supply has begun.

If a booking includes both digital materials and practical training, the digital materials element and the practical training element may be treated separately for refund purposes.

If you purchased eLearning or other digital materials directly from PADI or another third party, and not from Wiltshire Scuba, any refund, credit or transfer request for that element must be taken up directly with that third party in accordance with their terms and conditions.

Wiltshire Scuba is not responsible for refunding digital materials purchased directly by a customer from PADI or any other third party.

9. Transfers and Rearranging Courses

If you ask to transfer to another date, we will try to accommodate this where possible, but we are not obliged to do so.

Any transfer request must be made in writing.

If we agree to a transfer:

• digital materials already issued by Wiltshire Scuba remain non-refundable
• any committed pool, venue, instructor or bespoke costs may still be payable
• any increase in price or additional cost must be paid by you
• repeated transfers may be refused

If you fail to attend, arrive too late to participate, fail to complete required eLearning in time, fail to obtain medical approval in time, or cannot take part because required forms or prerequisites are missing, this will usually be treated as a late cancellation.

10. Cancellations by Wiltshire Scuba

We reserve the right to alter course dates, venues, instructors or schedules where reasonably necessary, including because of:

• weather
• safety concerns
• staff illness
• insufficient student numbers
• pool or venue availability
• equipment issues
• circumstances outside our reasonable control

Where we cancel a course entirely and cannot offer a suitable alternative, we will refund the amount paid to us for the cancelled element, less any digital materials already purchased from Wiltshire Scuba and already issued which remain valid and non-refundable.

We are not responsible for any indirect or consequential losses, including:

• travel
• accommodation
• time off work
• similar costs booked by you

11. Retail Goods

This section applies to physical goods purchased from us.

If you buy goods online, by phone, by email or otherwise at a distance as a consumer, you may have a legal right to cancel within 14 days after delivery, subject to the exceptions set out below.

To exercise any cancellation right, you must notify us in writing within the required period and return the goods to us promptly and in suitable condition.

You are responsible for return postage costs unless the goods are faulty, damaged, not as described, or we agree otherwise.

We may reduce any refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

The following are non-returnable or may not be cancelled for change of mind unless faulty:

• bespoke, personalised or special-order goods
• sealed items where the seal has been broken and which are not suitable for return for hygiene or safety reasons
• goods damaged after delivery by misuse, neglect, improper storage or fair wear and tear

Nothing in this section affects your statutory rights in relation to faulty, misdescribed or unfit-for-purpose goods.

12. Special-Order, Bespoke or Measurement-Based Retail Items

Certain retail items, including made-to-measure, special-order, custom-configured or personalised products, are ordered specifically for you.

Once such items have been ordered from our supplier, they cannot be cancelled or returned for change of mind unless faulty.

Any deposit or payment made for these goods may be non-refundable once the order has been placed.

13. Servicing, Cylinder Testing, Air Fills and Workshop Services

This section applies to:

• regulator servicing
• cylinder inspections
• hydrostatic tests
• oxygen cleaning
• valve servicing
• shot blasting
• air fills
• Nitrox fills where applicable
• repairs
• similar services

Estimated turnaround times are approximate only.

If you book a service and then cancel before we begin work, we may charge for:

• any parts ordered
• third-party fees
• testing fees
• inspection fees
• transport costs
• labour already carried out
• any other committed costs

Once work has started, you will be liable for the cost of labour, parts, third-party charges and any other work carried out or costs incurred up to the point of cancellation.

If a cylinder, regulator or other equipment fails inspection or testing, you remain responsible for the cost of the inspection, testing, labour and any work already carried out.

We reserve the right to refuse to fill, test, service or return for use any equipment which we consider unsafe, unserviceable, out of test, unsuitable or non-compliant.

14. IDEST Courses and Other Professional or Technical Courses

This section applies to IDEST courses and any other technical, servicing or professional training courses provided by us.

If you cancel:

More than 21 days before the course start date
We will refund sums paid less any digital materials purchased from Wiltshire Scuba and already issued, and any costs already committed specifically for your booking.

Between 8 and 21 days before the course start date
We may retain up to 50% of the course fee together with any committed and non-recoverable costs.

7 days or less before the course start date
We may retain up to 100% of the course fee where the place cannot reasonably be refilled or costs have already been incurred.

At our discretion, we may offer a transfer instead of a refund.

15. Invoices, Payment Links and Direct Bookings

Where we issue an invoice or payment link for a course, goods or services, payment of that invoice or link confirms acceptance of these Terms and Conditions.

Where the invoice or payment link relates to:

• a course booking, the course cancellation provisions above apply
• bespoke or private training, the bespoke booking provisions above apply
• goods, the retail provisions above apply
• servicing or testing, the service provisions above apply

If an invoice includes both refundable and non-refundable elements, we may allocate any refund accordingly.

16. Non-Attendance and Failure to Complete

No refund will be due if you:

• fail to attend
• arrive late and cannot participate
• do not complete required pre-course work in time
• fail to provide required paperwork or identification
• fail to obtain medical clearance in time
• are refused participation on safety grounds because of information you did not disclose in advance

At our discretion, we may allow rebooking or transfer, subject to payment of any additional costs.

17. Customer Responsibility

You are responsible for ensuring that:

• all information you provide is accurate and complete
• you meet all prerequisites for the booking
• you hold any required medical approval before taking part
• your equipment is suitable, in date and safe where you are using your own equipment
• you comply with instructions from instructors, staff and facility operators

We are not responsible for losses caused by incorrect information provided by you, failure to disclose relevant details, or failure to follow reasonable instructions.

18. Vouchers, Gift Cards and Promotional Codes

Any voucher, gift card, discount code or promotional offer is subject to its own terms.

Unless expressly stated otherwise, vouchers, gift cards and promotional codes:

• are not redeemable for cash
• cannot be used after expiry
• may not be combined with other offers
• do not alter the cancellation terms that would otherwise apply

19. Liability

Nothing in these Terms and Conditions limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability which cannot legally be excluded.

Subject to that, our liability for any claim arising out of a booking, purchase or service shall be limited to the amount paid by you for the relevant booking, goods or services.

We are not liable for indirect or consequential losses, including:

• travel costs
• accommodation costs
• lost earnings
• loss of enjoyment
• similar losses

20. Data Protection

We will process your personal data in accordance with applicable data protection law and our Privacy Policy.

Medical and training information may be shared where necessary for training, certification, safety, insurance, legal or compliance reasons.

21. Complaints

If you have a complaint, please contact us as soon as possible so that we can try to resolve the matter promptly.

22. Governing Law

These Terms and Conditions are governed by the law of England and Wales.

Any dispute shall be subject to the jurisdiction of the courts of England and Wales.