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FAQ's & Safety at Waterworld...
At Waterworld, you and our staffs safety is No 1, we operate to NZ Govt & Worksafe NZ guidelines for Waterparks
Here are a few things to remember before & during your visit
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You must be able to swim to participate. If you can't swim, please don't try to get through our safety checks. Refunds will not be given if you or any of your guests cannot swim.
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We only allow kids 5 years and older. Kids (5-9 years for beach, lakes, waterways, 5-8yrs for indoor/outdoor pools) old must be accompanied by a supervising and paying guardian. (2 kids per guardian) This guardian must stay within 2m of the kids at all times. Failure to comply may result in removal from the waterpark.
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We supply Hutchwilco (NZ Made) lifejackets for everyone to wear. Please do not bring your own lifejackets.
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Most of our staff are qualified lifeguards
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We operate at Beaches that are tidal, at lower tides some obstacles may be closed. We recommend older and more confident kids visit 2 hours either side of high tide, see Tide Information for more details.
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Should Waterworld Ltd postpone your booking due to weather or events out of our control, we will reschedule you. If we cannot reschedule your booking in the same city within 7 days or your original booking, a refund will be made. If we can reschedule within 7 days, no refund is applicable
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Bookings are non-refundable should you cancel within 48 hours of the booking time and date. A change in personal circumstances does not automatically entitle a ticket holder to return or exchange a ticket. See Booking Info for instructions on how to reschedule.
Waterpark Information
Locations, dates, session times and buy your tickets
Please read this carefully before (and after) purchasing your tickets
We recommend older and more confident kids visit 2 hours either side of high tide.
Login to your account. Didn't create one? Contact us using Let's Chat
Computer modelling and periodical water testing VS independent daily testing
How to make, manage, reschedule your booking
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Do I need to be able to swim?Yes - Safety is our No 1 priority. You (and your guests) must be able to swim confidently to participate . No refunds will be given if you are not able to swim.
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Are there age restrictions?Minimum age is 5yrs. Indoor / Outdoor Pools 5-8 year olds (5-9 year olds at WRAC in Wellington) must be accompanied by a participating (swimming) and paying guardian who is 16 years + at a ratio of 1 adult to 2 children. Lifejackets are provided and to be worn at all times by anyone we deem require them Beaches, Lakes, Waterways 5-9 year olds must be accompanied by a participating (swimming) and paying guardian who is 18yrs + at a ratio of 1 adult to 2 children. Lifejackets are provided and must be worn at all times no exceptions. If you're 70 or over it's free! ...and remember all ticket holders must be able to swim confidently to participate
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Do I have to book?Yes it pays to. We would hate for you to turn up and we’re full. You can book your tickets https://www.wipeout.co.nz/book-online
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Stuck / have a question / wonder where to get help?Check out our FAQ https://www.wipeout.co.nz/about as that covers most of the questions we get asked. if it's not there.... Check our Terms and Conditions of Sale https://www.wipeout.co.nz/ticket-conditions-of-sale And if you aren't here already, please use the Contact Us/Let's Chat (bottom right hand corner of every webpage), we can help with all pre and post booking queries, enable your account (so you can manage your own booking), update your email address if you made a mistake during booking and much more. If we are showing offline, leave us a message, we aim to get back to you same day but during peak times this can be up to 24 hours. Please note, we are unable to provide support via email or phone.
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Where can I get the App from?
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Do you have Gift Cards?Yes! You can purchase gift cards for yourself or for someone else from https://www.wipeout.co.nz/gift-card
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Does the tide make a difference?Yes. We operate at beaches that are tidal so for 2 hours either side of low tide, the slides and blob are closed, this is a great time for younger kids to hit the park. For older and more confident swimmers, we recommend 2 hours either side of high tide. The depth where the parks are positioned will always be sufficient to operate during all tides You can find tide tables for all areas at https://www.metservice.com or https://tides.niwa.co.nz
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What happens after I have made my booking?You will receive a payment receipt and a separate booking confirmation email. Please read all the information in the booking email, it is super important for your safety and for ours and avoides any confusion or dissapointment on the day. If you have any questions about the information we have sent you, just reply to the email or contact us via Lets Chat (bottom right hand side of this page) 24 hours before your session is due to start you will receive am email reminding you about your booking, the start time, location and any other information that is relevant - again, please read this carefully. Please keep an eye on our Facebook Page for updates and any closures relating to the parks
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Is there anywhere we can leave our keys/bag?yep, in the compound area - just make sure the bag is zipped or buckled to safeguard the contents if it gets knocked over :)
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Do I need to bring my phone to show you my booking?Checkins at all venues are verbal (using the name shown on the booking confirmation or order) this saves you having to take your phone or having to print emails.
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Do I need to print off my ticket and bring it with me?All our checkins at the venue are verbal (using the name shown on the booking order) this saves people having to print out tickets and take pieces of paper with them.
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Something has come up, can I reschedule?"Rescheduling is subject to availability and only available 48 hours before your session starts. If you created an account at time of purchase (or logged in with Facebook or Google) you can manage all your bookings from your account, simply login (top right hand corner of the website) using the email address and password created at time of purchase. If you didn't create an account (or would like one created from your booking) please use Contact Us/Lets Chat (bottom right hand corner of every page) and we can arrange this for you. If you would like us to reschedule your booking, please use please use Contact Us/Lets Chat (bottom right hand corner of every page) and we will do our best to help you out, please keep in mind this is subject to availability and your session date/start time.
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If it's raining - will my session be cancelled?We operate in the rain, its makes the waterpark more fun. Daily weather and park opening updates will be on our websites and social media pages every morning.
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If my session is cancelled (because of weather) what happens next?Should Waterworld Ltd postpone your booking due to weather or events out of our control, we will contact via email to advise and automatically reschedule you into an available session. If we cannot reschedule your booking in the same city within 7 days or your original booking, a refund will be made. If we can reschedule within 7 days, no refund is applicable. Please follow our Facebook and/or Instagram pages (and enable notifications) as this is where all cancellation information and updates are posted.
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Help! Our booking is today and I am unwellUnfortunately as per our Terms & Conditions we do not provide refunds or rescheduling of bookings that fall within the 48 hours leading up to your booking start time. If you feel your circumstances are exceptional and would like to discuss this further contact us via Contact Us/Lets Chat (bottom right hand corner of every page).
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If I cancel my booking can I get a refund?If you self cancel (via your account) refunds are not automatically processed, you will need to contact us (Contact Us/Lets Chat bottom right hand corner of every page) to let us know and discuss what happens next. There is no refund for cancellations made within the 48 hours leading up to your Session start time e.g. if your booking is 4pm tomorrow, you must reschedule or advise us of an issue before 4pm the day before. If in doubt, jump and Chat and we will be able to help you out.
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How do I get a refund?If we cancel your session due to weather conditions or circumstances beyond our control, we will reschedule your session subject to availability. If there are no available sessions in your city within 7 days, we will refund you. Refunds are not available if you are cancelling your booking within 48 hours of your session start time. If you purchased your ticket through our website www.wipeout.co.nz and created/used an account at the time of purchase, please log in to your account (top right corner of every page) and start a conversation with us on Chat (bottom right-hand corner of each page). By logging in, this lets us know who you are, what bookings you have, and we can guide you through the refund process. Please contact us from the account/using the email address that the tickets were issued to. Refunds are manually processed. Once these have been logged (24-48 hours from acceptance), it can take 5-10 days for our payment processing partner (Stripe) to complete the request and for funds to show in your account from which the payment originated.
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Stuck / have a question / wonder where to get help?Please use the Contact Us/Let's Chat (bottom right hand corner of every webpage). We can help with all pre and post booking queries, enable your account (so you can manage your own booking), update your email address if you made a mistake during booking and much more. If we are showing offline, leave us a message, we aim to get back to you same day but during peak times this can be up to 24 hours. Please note, we are unable to provide support via email.
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If my session is cancelled (because of weather) what happens next?Should Waterworld Ltd postpone your booking due to weather or events out of our control, we will contact via email to advise and automatically reschedule you into an available session. If we cannot reschedule your booking in the same city within 7 days or your original booking, a refund will be made. If we can reschedule within 7 days, no refund is applicable. Please follow the instructions in the cancellation email carefully as it allows us to provide you with the best possible service in the least amount of time :) Please follow our Facebook and/or Instagram pages (and enable notifications) as this is where all cancellation information and updates are posted.
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If it's raining - will my session be cancelled?We operate in the rain, its makes the waterpark more fun. Daily weather and park opening updates will be on our websites and social media pages every morning.
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How do I know what the tide will be on the day?You can find tide tables for all areas at https://www.metservice.com or https://tides.niwa.co.nz We operate at beaches that are tidal so for 2 hours either side of low tide, the slides and blob are closed, this is a great time for younger kids to hit the park. For older and more confident swimmers, we recommend 2 hours either side of high tide. The depth where the parks are positioned will always be sufficient to operate during all tides
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Safeswim...?If Safeswim shows Red As Red is a predicted result only, we are permitted to operate and will be open - please see our Water Quality information. We understand that based on the information provided by Safeswim you may not wish to attend, which we completely understand. If you have a booking with us which falls within the predicted Red zone times, you will be notified via email with information on how to contact us to reschedule to another date/time/location or have a refund. Please check the Safeswim website https://safeswim.org.nz prior to making any bookings if there is a chance of rain, or there has recently been rainfall.
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Do I need to be able to swim?Yes, being a confident swimmer is important. Safety is our top priority.
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Do you have age restrictions?Minimum age is 5yrs. Indoor / Outdoor Pools 5-8 year olds must be accompanied by a participating (swimming) and paying guardian who is 16yrs + at a ratio of 1 adult to 2 children. Lifejackets are provided and to be worn at all times by anyone we deem require them Beaches, Lakes, Waterways 5-9 year olds must be accompanied by a participating (swimming) and paying guardian who is 18yrs + at a ratio of 1 adult to 2 children. Lifejackets are provided and must be worn at all times no exceptions. If you're 70 or over it's free! ...and remember all ticket holders must be able to swim confidently to participate
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Do you have weight restrictions?Nope - but please note our largest lifejacket size is 2XL
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Do you have height restrictions?Nope :)
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Lifejackets…?Yes, life jackets are mandatory at Waterworld regardless of your age or swimming ability. These must be worn at all times. We supply and use Hutchwilco (NZ Made) lifejackets for everyone up to size 2XL - please do not bring your own lifejacket as you will not be able to wear it.
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But I am an awesome swimmer do I have to wear a lifejacket?Yes, life jackets are mandatory and must be worn at all times. It's not just about your swimming ability it's also for your own safety in the event of an accident - it's because we care and want you to be safe during your time with us :)
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Stuck / have a question / wonder where to get help?Please use the Contact Us/Let's Chat (bottom right hand corner of every webpage). We can help with all pre and post booking queries, enable your account (so you can manage your own booking), update your email address if you made a mistake during booking and much more. If we are showing offline, leave us a message, we aim to get back to you same day but during peak times this can be up to 24 hours. Please note, we are unable to provide support via email.
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Who is Kel TraversYou may have seen Kel's name on some of the emails you have recieved or met him at one of the Waterworld Parks, Kel is the Managing Director of Waterworld Ltd and is completely hands on and commited to the overall experience of all customers.
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How do I contact you?The most efficient and effective way to contact us by Contact Us/Let's Chat (bottom right hand side of this page), even if we are showing offline, leave us a message and we will respond as soon as we return. To contact Kel directly or to apply for a job, please use admin@wipeout.co.nz Please note this is email is NOT for support, booking cancellations, rescheduling etc, you must use Contact Us/Let's Chat (bottom right hand side of this page)
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Where are you located?All over the country. Locations are shown on www.wipeout.co.nz
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