River Cruise Restaurants Terms and Conditions
Last updated 10 September 2026
These Terms and Conditions apply to bookings for cruises, dining experiences, private charters and gift vouchers supplied by River Cruise Restaurants Limited. Please read them before making a purchase. Nothing in these Terms and Conditions affects your statutory rights.
1 About us
River Cruise Restaurants Limited is a company incorporated in England and Wales with company number 10678494. Our registered office is 5 Mundays Lane, Orford, Woodbridge, Suffolk, England IP12 2LX. We operate river cruise dining experiences in the United Kingdom.
You can contact us by email at info@rivercruiserestaurants.co.uk, by telephone on 07831 698298, or by post at our registered office: 5 Mundays Lane, Orford, Woodbridge, Suffolk IP12 2LX.
2 These terms
These Terms and Conditions, together with the booking details shown before payment and any written information we provide about your booking, form the agreement between you and us.
If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.
3 Making a booking
You must be at least 18 years old to make a booking. The person making the booking is the lead booker and is responsible for payment and for ensuring that all booking information is accurate.
The lead booker must provide these Terms and Conditions and all relevant booking information to every member of the party and is treated as having authority to accept these Terms and Conditions on their behalf.
You must tell us, before the cruise, about any allergies, dietary requirements, reduced mobility, medical circumstances or other needs that may affect safe access to or participation in the cruise.
4 Children and vessel capacity
Under our fare policy, children aged 12 months and over are full-paying passengers and are charged the full advertised price for the chosen cruise. Babies under 12 months travel free of charge. Ages are calculated on the date of the cruise.
For passenger-count purposes, the MCA Inland Waters Small Passenger Boat Code excludes children under one year of age. Children aged 12 months and over count towards the 12-passenger limit, with each child counting as one passenger. All children and infants must be included when enquiring or booking. Carriage remains subject to the vessel's licence conditions and safe carrying limits.
Children must be supervised by a responsible adult at all times.
5 Prices and payment
The total price, including any fixed and unavoidable taxes, fees and charges, will be shown before you complete the booking. Prices may change at any time before a booking is made, but the price of a completed booking will not change unless an obvious pricing error has occurred.
Full payment is required when the booking is made unless we agree otherwise in writing. A provisional booking which has not been paid for will be held for no more than 24 hours unless we confirm a different period in writing.
Lunch, supper and dinner bookings must include at least two courses for each paying passenger. The full booked meal price remains payable if a passenger chooses not to take a course on the day. Drinks and other extras are charged separately unless expressly included in the booking description.
6 Booking status and minimum passenger numbers
An automated acknowledgement confirms that we have received your booking; it does not necessarily confirm that the cruise has reached the minimum number needed to operate.
Unless the cruise is booked as a private charter, the usual minimum is eight passengers for a breakfast cruise and six passengers for a lunch, supper or dinner cruise. We may choose to operate with fewer passengers, but we are not obliged to do so.
If the required minimum is not reached, or later falls below the minimum following a customer cancellation, we may cancel the cruise. If we do, clause 12 will apply to all customers whose bookings remain in place.
7 Private charters
A private charter is charged at the fixed charter price for all 12 passenger places, regardless of the number of guests who ultimately attend. A reduction in guest numbers does not reduce the charter price and no absent-guest fee will be added.
The maximum passenger count is 12, including all children aged 12 months and over. Children under 12 months are excluded from this passenger count under the MCA Inland Waters Small Passenger Boat Code, subject to the vessel's licence conditions and safe carrying limits. All infants must be declared when booking. Private charters remain subject to the customer cancellation terms in clause 10.
8 Accessibility and reduced mobility
The two vessels have different boarding arrangements and are not suitable for wheelchair users. Lady Florence has steps to the dining saloon. Accessibility depends on the tide. If the tide is low, there may be steps to descend and a step across onto the boat, but no clambering is required. Please note that the toilet is below deck, accessible via steep steps.
Allen Gardiner may be more suitable for guests with limited mobility because its dining area and toilets are on one level, but access involves a walk from the car park, marina ramps, a floating pontoon and a step onto the vessel. The toilets are standard and do not have accessibility rails.
Access can also be affected by the tide and weather. Please contact us before booking if you or anyone in your party has reduced mobility or other access needs so that we can explain the arrangements and consider whether we can safely accommodate them.
9 Dietary requirements and allergies
You must notify us of all allergies and dietary requirements by the food-order deadline we provide. We will take reasonable care when preparing and serving food, but food is prepared in a small working galley where allergens are handled. We cannot guarantee a completely allergen-free environment.
If we reasonably believe that we cannot safely meet a particular dietary or allergy requirement, we will contact you to discuss the available options.
10 Customer cancellations and date changes
You may cancel by contacting us directly. The effective cancellation date is the date on which we receive your clear cancellation request. Refund entitlement is calculated by the number of calendar days between that date and the scheduled cruise date:
• 31 or more days before the cruise: full refund.
• 15 to 30 days before the cruise: 50 percent refund.
• 14 days or fewer before the cruise: no refund.
A request to move a booking to another date is treated as a cancellation of the original booking under the scale above, followed by a new booking at the price and availability applying to the new date. We may allow a passenger name substitution where practical, provided you notify us before the food-order deadline and the substitute passenger's dietary and access information is supplied.
11 Late arrival and missed sailings
You are responsible for arriving at the stated meeting point by the boarding time shown in your booking information. The vessel cannot normally wait for late passengers. If you or a member of your party arrives late, misses the sailing or chooses not to travel, no refund or compensation will be payable.
12 Cancellation by us
We may cancel a cruise where the minimum passenger number has not been reached, where weather or river conditions make operation unsafe, because of vessel or crew availability, or where another circumstance genuinely beyond our reasonable control makes it impossible or unsafe to provide the cruise.
If we cancel and you are not at fault, you may choose one of the following: a full refund of the amount paid to us for the cancelled booking; transfer to another available cruise; or a gift voucher or credit for the full amount paid. We will contact you as soon as reasonably practicable.
We recommend that you do not incur non-refundable travel, accommodation or other costs solely in reliance on a cruise taking place. Any liability for additional loss is governed by clause 18.
13 Weather delays routes and programme changes
River conditions, tides, shipping movements, weather and safety requirements may cause a delay, a change of route, a change of vessel, a change to boarding arrangements or a reasonable adjustment to the advertised timings. The skipper has final authority over navigation and safety decisions.
Where the cruise can still be provided substantially as booked, these reasonable operational changes do not normally entitle you to a refund. If we make a significant change which means the experience can no longer be provided substantially as booked, we will offer the choices set out in clause 12. Nothing in this clause affects your statutory rights.
14 Safety conduct and refusal of carriage
For everyone's safety, passengers must follow all reasonable instructions given by the skipper and crew while boarding, on board and disembarking.
We may refuse boarding or require a passenger to disembark where the skipper or crew reasonably believes that the passenger is intoxicated, under the influence of drugs, aggressive, abusive, likely to cause a nuisance, or presents a risk to people, property or the vessel. No refund will be given where this action results from the passenger's conduct.
15 Food drink smoking and animals
You must not bring food or drink on board without our prior agreement. Where we agree to outside drinks, cakes or other items, corkage, cakeage or another stated charge may apply.
Smoking and vaping are not permitted inside either vessel and are allowed only in an outside area specifically designated by the crew. Hazardous or flammable substances must not be brought on board.
Animals may be brought on board only with our prior agreement. They remain the responsibility of the person bringing them and must be kept under control at all times.
16 Damage
You are responsible for the reasonable cost of repairing damage to a vessel, its equipment or property where that damage is caused deliberately or negligently by you or a member of your party. We will provide reasonable evidence of the damage and the amount claimed.
17 Personal belongings
Passengers are responsible for their personal belongings. We are not responsible for loss or damage unless it is caused by our failure to exercise reasonable care and skill or by our negligence. Any property found after a cruise will be handled reasonably, but collection or postage costs may be charged.
18 Our liability
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, or any other liability that cannot legally be excluded or limited.
Subject to the paragraph above, we are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to exercise reasonable care and skill. We are not responsible for loss or damage that was not reasonably foreseeable when the contract was made.
Our services are supplied for private and domestic use. We are not responsible for business losses, including loss of profit, revenue, business or opportunity, arising from a consumer booking.
19 Website and pricing errors
We take reasonable care to ensure that descriptions, availability, times and prices are accurate. If we discover an obvious error affecting your booking, we will contact you as soon as reasonably practicable. You may confirm the booking on the corrected basis or cancel for a full refund. If we cannot contact you, we may cancel and refund the amount paid.
20 Gift vouchers
Gift vouchers may be purchased online or ordered by telephone or email. They must be paid for in full before issue. Unless a different minimum is stated at the time of purchase, the minimum voucher value is £20.
Each voucher has a unique code and is normally delivered electronically to the purchaser or recipient. The code can be entered during online checkout and the voucher value will be deducted from the booking total.
All gift vouchers are issued with the monetary value shown on the voucher. Our cruise prices may change during the voucher's 18-month validity period. Gift vouchers retain the monetary value shown on them and do not fix or guarantee the future price of a particular cruise. The advertised price at the time the cruise is booked will apply.
If the chosen cruise costs more than the value remaining on the voucher, the difference must be paid when booking. If it costs less, the unused balance may be used towards another cruise before the voucher's original expiry date.
Unless another period is stated on the voucher, a voucher is valid for 18 months from its issue date. A voucher may be used for an eligible cruise on either vessel, subject to availability, minimum passenger numbers and these Terms and Conditions. A voucher does not itself reserve a cruise date.
Vouchers cannot be exchanged for cash and no cash change will be given. They may be given as a gift but must not be resold. Please keep the unique code secure. If an electronic voucher needs to be resent, we will do so without a reissue fee after taking reasonable steps to verify the purchaser or recipient. Nothing in this clause affects any statutory rights applying to the purchase of a voucher.
21 Personal information
We handle personal information in accordance with applicable data-protection law and our Privacy Policy. Our Cookie Policy explains how cookies and similar technologies are used on our website. Marketing communications will be sent only where permitted, and you may unsubscribe at any time.
22 Complaints
If a problem arises during your cruise, please tell a crew member promptly so that we have a reasonable opportunity to address it. If the matter is not resolved, contact us using the details in clause 1 and provide your booking information and a clear description of the issue. We will investigate and respond as soon as reasonably practicable.
23 Changes to these terms
We may update these Terms and Conditions for future bookings. The terms applying to your booking are those made available to you when the booking was completed, unless a change is required by law or you expressly agree to it.
24 Governing law and courts
These Terms and Conditions and the contract between you and us are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, although a consumer resident in Scotland or Northern Ireland may also be entitled to bring proceedings in their local courts.
