INTERNAL REGULATIONS OF THE WATER PARK
Article 1
The owner of the Naturwaterpark Water Park, hereinafter referred to as the Water Park, is Naturwaterpark, Parque de Diversões do Douro, Lda., hereinafter referred to as Naturwaterpark, and the purpose of these Regulations is to establish the rights and obligations of users of the Water Park regarding its use. Opening hours from 10am – 6:30pm. Swimming pools and slides close 30 minutes before closing (6pm)
Article 2
As owner of the Water Park, Naturwaterpark is solely responsible for its management and operation, which it will develop through its own Director and services, with particular responsibility for:
a) Ensure the maintenance of the Aquatic Park grounds;
b) Recruit and manage the personnel necessary for the service;
c) Comply with the Regulations and legislation in force for the activity.
Article 3
The Water Park has a complaints book, which will be provided to anyone who requests it.
Users of the Water Park may use it in strict compliance with these Regulations.
The water park has civil liability insurance in accordance with the legislation (art 51, n.º 3, alinea e) do Decreto Regulamentar n.º 5/97, de 31 de março).
Article 4
Access and Payment Methods accepted within the Aquatic Park
a) Users will enter the Water Park by paying a ticket, the value of which is stated in the price list.
b) For Child or Senior tickets, it will be necessary to present an identification document proving age at the ticket office at the time of purchase, after which there will be no refund of money for tickets purchased.
c) All services provided inside the Aquatic Park, namely at the Bar, Self-Service, etc., will be paid for and their prices appear on tables posted on site in a visible place.
Access and payment within the water park (bars and cash reception) is done exclusively using a wristband that is given when purchasing tickets and works as follows:
1. When purchasing tickets, a bracelet is provided for each ticket purchased. It is mandatory for each user to place a bracelet on their wrist when entering the water park;
2. The bracelet allows access control at the water park and payment for consumption made at all Naturwaterpark locations.
3. The customer can top up the balance on the bracelet, with the amount they want (minimum €5.00) at the Reception/Ticket Office in Cash and ATM, inside the water park, top-ups are made exclusively at ATM. Minimum charge of €5.00.
4. Inside the water park, the only means of payment available are the wristband and ATM (minimum €3.00).
5. The remaining value on the bracelet must be redeemed, free of charge, at the Naturwaterpark reception at the end of the day, by 8 pm, upon presentation of the bracelet. After this time, it becomes unavailable and cannot be claimed later.
6. The bracelet can only be used on the next visit if it is placed on the customer's wrist, otherwise it will not be accepted.
7. For complaints about Bracelet balances, a Bracelet Charging receipt is mandatory, without this receipt it is not possible to resolve bracelet problems and anomalies.
8. We are not responsible for any loss, damage or misplacement of the bracelet. If the bracelet is unusable, an extra fee of €1.00/bracelet will be charged, if the ticket has been purchased, in exchange for the unusable bracelet. If the bracelet is lost, the value of a new entry will be charged.
9. Children up to 3 years old do not have a wristband, and it is not permitted to wear a wristband to enter the water park.
10. In case of illness in which it is not possible to use the bracelet, it will have to be proven with a medical certificate.
Article 5
Bearing in mind the imperative need to maintain high levels of safety, users, when using the slides, must scrupulously respect the rules of use posted on signs, in various locations in the Water Park and near the exit platforms, and the recommendations of the security guards.
The consequences of non-compliance with safety standards are the sole responsibility of the customer.
Article 6
a) Children under 12 years of age who are not accompanied by an adult who is responsible for their supervision and behavior are not permitted to enter the Water Park.
b) Access to people who, due to their condition, may disturb public order or tranquility is prohibited.
The park management does not condone behavior that jeopardizes the safety and physical integrity of our employees. Behaviors such as coercion, physical or verbal threats, harassment are grounds for disrespect, and therefore require other measures that could lead to the perpetrators not remaining in the premises. As a last resort, the authorities will be contacted to take care of the incident.
c) Access to people carrying glass, sharp and pointed objects, weapons or objects that can be used as such is prohibited.
d) Access to animals in the enclosure is prohibited, except guide dogs.
e) It is prohibited to eat, drink or smoke in water activity areas.
f) Access to the venue with umbrellas, buoys, balls, chairs and tents (babymoovs, camping tents, beach tents, shelters, windbreaks, as well as other types of unspecified tents) is prohibited.
g) Running, pushing and diving is prohibited.
h) It is prohibited to leave useless items or materials on the premises.
Article 7
The following are regulatory positions for slipping:
a) When launching and during the course, the correct position is as follows: feet first, seated, and with hands always on the inside of the slides;
b) It is not allowed to do “wheelies” or “trains”;
c) It is not permitted to wear jewelry, rings, wires, sunglasses or vision glasses, or any objects that could cause damage to the sliding surfaces or other users;
d) It is not permitted to wear clothing with metallic studs or buttons, only clothing suitable for water;
e) Running or pushing is not allowed;
f) Diving in the pools or at the exit of the slides is prohibited;
g) It is prohibited to launch from a standing position or in a manner other than that indicated for each piece of equipment, as shown on the scoreboard posted next to the exit platform;
h) Stopping at any point on the tracks and forming chains or unions with other users is prohibited;
i) The use of the runways from any intermediate point other than the launch platform is prohibited;
j) It is prohibited to remain in the reception tanks after falling into them.
l) Mandatory use of swimwear for all visitors, including babies
m) It is permitted to wear shoes suitable for water use
n) The use of “DRONES” in the airspace of the venue is expressly prohibited.
o) The attractions close 30 minutes before the park closes
p) For babies, it is mandatory to use diapers suitable for swimming pools
q) Are there restrictions/limitations for people with reduced mobility and pregnant women to enjoy attractions?
Article 8
Recommendations for correct use of slides:
a) Never put your hands outside the slides;
b) Do not use the slides under the influence of alcohol or drugs;
c) Do not use the slides if you are pregnant, suffer from physical, mental or cardiac disabilities;
d) Leave the finish area quickly.
Article 9
Recommendations for correct use of swimming pools:
Any games in the pools are prohibited, such as:
a) Push or carry another person to throw them into the water;
b) Simulate a fight or any other situation that involves grappling;
c) Pretend drowning;
d) Practice any sporting activities such as volleyball, etc... with the exception of those commanded and coordinated by Aquatic Park professionals.
e) Use large buoys and water mattresses.
f) Clothing is not permitted in the pools, only clothing suitable for water.
Article 10
a) If you need any information inside the park, you can contact our staff who will help you.
b) SOS - If you need assistance from a nurse, you can go to the Medical Station located next to the entrance to the water park
c) We have a restaurant and bars in the water park, but it is allowed to bring food and drinks
d) The removal or use of chairs and tables supporting the catering service is not permitted. The support material for the bars is for consumption purposes, exclusive to them.
e) Inside the park, next to the changing rooms, we have lockers for rent, upon payment.
f) We have sun loungers and umbrellas for rent, payment can be made at reception or cash reception.
g) The buoys corresponding to each attraction are available to our customers.
h) We have items at your disposal - bathing suit, towel, flip-flops, t-shirt, sunscreen, parasol, cap. (Our store is located after entering the park, on the left side.)
i) The park has access to wheelchairs and strollers.
j) Wheelchair access is not available on attractions with slide towers
l) The use of a t-shirt in attractions is optional.
m) Animals are not allowed in the water/theme park, except guide dogs. We advise not to leave animals in cars due to the heat
n) All protocols with associations or institutions, which imply discounts on park entrances, will only be valid at the Naturwaterpark ticket offices and cannot be combined with other discounts or promotions. It is mandatory to present the card or document proving the holder, the discount is only made on the holder's ticket.
Article 11
a) In case of misconduct, users will be prohibited from using the slides and admission and will not be refunded the amount of the ticket paid.
b) Anyone who does not respect the regulations will be asked to leave the Water Park for the peace of mind of others and will not be refunded the amount of the ticket paid.
c) In the event of a change in weather conditions, or other unpredictable situations, the amount paid will not be refunded nor will any compensation be given.
d) The park management may, for security, weather or maintenance reasons, close some attractions, without this being a reason for discounts or refund of the entrance fee.
e) No types of ticket reservations or service rentals are accepted.
f) Naturwaterpark is not responsible for belongings left randomly scattered around the Water Park, the ideal is to store your belongings in your car out of sight.
g) Any damage caused to the Aquatic Park facilities or to third parties, even unintentionally, must be paid immediately.
h) Parking in the park is free. Naturwaterpark advises you to remember the location of your vehicle, as well as to leave it properly closed. Naturwaterpark is not responsible for damage or theft caused to your vehicle.
Article 12
Online Tickets: Cancellation, refund and no-show policy
RETURN OF TICKETS, up to 48 hours before the date of the visit (09:00), full refund of the amount, only the cost of operating fees.
If the order is placed less than 48 hours in advance (counting 9 am on the day of the ticket), there is no right to refunds, they cost the same as the ticket. (per ticket).
Partial refunds for tickets are not made.
TO CHANGE DATES (equivalent ticket) less than 48 hours in advance will have an associated cost of €5.00 borne by the customer (per ticket), please contact: [email protected]
To change dates (equivalent ticket) more than 48 hours in advance free of charge, please contact:[email protected]
Once the date has been changed, no new changes are possible, nor can it be canceled with the right to a refund.
Changing tickets is only possible within the year. You cannot stay for the following year.
The customer who requests the cancellation of tickets purchased under the terms of the previous sections must also request a refund, via email to the email address [email protected], which must contain the following information:
Reservation code
Name of the holder of the payment method used
In case of no-show on the scheduled date, the visitor will not be entitled to a refund or reimbursement.
Article 13
Protocols and Partnerships
All protocols with associations or institutions, which imply discounts on park entrances, will only be valid at the Naturwaterpark ticket offices, not applied to online tickets, and cannot be combined with other discounts or promotions. It is mandatory to present the card or document proving the holder, the discount is only made on the holder's ticket. The customer must request this discount at the time of purchase, and it cannot be claimed later.
The board