Rules & Regulations

Pines Resort

Rules, Regulations, Ticket Policy, Waiver and Indemnity

IMPORTANT NOTICE UNDER THE CONSUMER PROTECTION ACT (CPA), SECTION 49

By purchasing a ticket and/or entering Pines Resort, you specifically acknowledge and voluntarily accept all legal disclaimers, waivers, indemnities, risk warnings, and terms set out in this full document. Participation in any activity on the premises is entirely at your own risk.

TICKET SALES AND ACCEPTANCE OF TERMS

Tickets to Pines Resort are sold exclusively via Webtickets online, Pick n Pay, Boxer, and other authorized Webtickets partner outlets.

By purchasing a ticket through any of these sales channels, the purchaser acknowledges and accepts:

  • The Pines Resort Rules, Regulations, Ticket Policy, Waiver, Indemnity, Risk Warnings, and POPIA Consent as published on the Pines Resort website at: https://pinesresort.co.za/rules-and-regulations/

  • That they have read, understood, and voluntarily agreed to all conditions of entry and participation, including the assumption of risk, waiver, and indemnity provisions.

  • That all ticket purchases are subject to Pines Resort’s refund and rescheduling policy.

Webtickets and its authorized physical sales partners (including but not limited to Pick n Pay and Boxer) are responsible for ensuring that all purchasers are presented with, and are required to acknowledge and accept, these Terms and Conditions of Entry before completing the purchase.

Pines Resort shall not be held responsible or liable for any failure by third-party sales agents, staff, or systems to properly inform or obtain such acceptance from customers. The legal obligation to accept these terms rests with the purchaser at the point of purchase.

GENERAL RULES OF ENTRY & CONDUCT

By entering Pines Resort, all visitors acknowledge and agree to adhere to the following rules and regulations. Failure to comply may result in immediate removal from the premises without refund.

1. Admission and Entry

  • Right of Admission Reserved: Management reserves the right of admission.

  • Bag and Gift Searches: All bags and gift packages (e.g. birthday presents) are subject to search to enforce the no-glass and no-alcohol policy.

  • Cooler Boxes: Allowed with food and soft drinks only. No glass or alcohol permitted.

  • Ticket Validation: Entry is only permitted with a valid pre-purchased ticket. No ticket sales take place at the gate.

  • Ticket Agreement: By purchasing a ticket, you agree to all resort rules and ticketing policies.

  • Ticket Upgrades: Upgrades and exchanges are allowed. Downgrades are not allowed.

  • Wristbands: Must be worn at all times. Damaged or lost wristbands are invalid. No wristband means no access.

  • Re-entry: No gate passes will be issued once you have entered. No re-entry allowed.

2. Ticketing, Refunds and Rescheduling

Refund Policy (48-Hour Rule): Refunds are only processed if requested no later than 48 hours before your scheduled event date.

No Refunds:

  • After the 48-hour deadline

  • Once a ticket is scanned and wristband issued

  • If you miss your visit or fail to follow the refund policy

  • For the booking or service fee

How to Request Refunds or Reschedule:

Reschedule Policy (Before 10:00 AM Only): Tickets may be rescheduled for any reason until 10:00 AM on the day of your visit.

Weather and Emergencies: If the resort is closed due to extreme weather or unforeseen circumstances, before the event date, all affected ticket holders will be notified via SMS, Email, and social media. Webtickets will assist with rescheduling or refunding tickets for that specific event date only. This is the only exception to our standard refund/reschedule policy, as the closure is initiated by the resort and directly affects our guests. Outside of this, no refunds are permitted unless requested at least 48 hours before your event date or reschedules before 10:00 AM on your event date.

Medical Exceptions: Contact Webtickets before 10:00 AM on the day of the event. Valid proof (e.g. doctor’s note) is required.

Group Bookings: Important Guidelines

  • Responsibility: The group leader/event organiser is responsible for ensuring all group members are informed of the resort’s rules, alcohol policy, and refund/reschedule policy.
  • Wristbands: Issued per person and non-transferable.
  • Ticket Scanning:
    • Only scan tickets for guests physically present at the entrance
    • Do not scan tickets for group members who haven’t arrived
    • Once a wristband is issued, it is considered used – no refunds or reschedules
  • Arrival Coordination: Group leaders/event organisers should coordinate arrivals. Guests should arrive together or wait at the gate for the organiser to arrive.
  • Separate Entries: Only scan tickets as guests enter.

School Bookings

  • Weekday school group bookings are subject to specific rules and guidelines, which will be provided directly to the school’s appointed contact person upon confirmation of the booking. Full compliance with these guidelines is required by all participants, including learners, teachers, and accompanying adults.
  • For school visits on weekends and public holidays, our standard Rules and Regulations apply.

Reschedule Policy (Before 10:00 AM Only): Tickets may be rescheduled for any reason until 10:00 AM on the day of your visit.

4. Safety, Liability and Supervision

Pines Resort – Legal Disclaimer

Important Notice under the Consumer Protection Act, 2008 

Pines Resort would like to convey this clearly and strongly to all visitors:

The water park is potentially hazardous. While we take every reasonable precaution to ensure the safety of our swimming pools, water slides, and other facilities, you are participating in activities that may carry risks of an unusual nature or character.
These include, but are not limited to: slipping, falling, water impact, drowning, or collision with others.

As required under Section 49 of the Consumer Protection Act, you are hereby notified that your participation in any activity on the premises is entirely at your own risk.

  • Use of Facilities at Own Risk

    • All visitors use the water park, slides, pools, and related facilities entirely at their own risk.

    • Pines Resort, its management, staff, and affiliates shall not be held liable for any personal injury (including death), illness, loss, or damage to property, except where such injury or damage arises from gross negligence.

  • Supervision of Children:

    • All children must be under responsible adult supervision at all times.

    • Adults and guardians accept full responsibility for minors in their care.

  • Water Safety: Obey lifeguards and slide and pool rules.

  • First Aid: Qualified lifeguards and trained staff are on duty. Emergency services may be contacted if needed.

  • All incidents must be reported to staff immediately.

  • CCTV and Personal Data:

    • For safety and security, CCTV surveillance is in operation throughout the resort.

    • All footage is managed in accordance with the Protection of Personal Information Act (POPIA) and will only be shared when required by law.

  • Lost Property: Report lost items to staff.  Pines Resort management and staff are not liable for any unclaimed or lost property.

5. Food, Drink and Alcohol

  • Food Policy: Guests may bring own food and soft drinks. No glass. Food also available from the tuck shop.
  • Alcohol Policy: Only alcohol bought onsite is permitted. No outside alcohol or drinking in parking areas. Sneaking in alcohol may result in expulsion.
  • Glassware: No glass containers or cold drink bottles allowed.

6. Facility Use, Dress Code and Shade

  • Operating Hours: Open 09:00 to 17:00 daily. Pools/slides close at 16:30.

  • Slide Opening Time: Water slides open at 09:30.

  • Swimwear: Only synthetic swimwear permitted. No denim, zips, jewelry, belts, hats, or sunglasses, permitted on the slides.
  • Slide Age Limits: Major slides: Ages 8–59 | Kiddie slides: Ages 3–7
  • Load Shedding: Some slides will operate during load shedding. No refunds or discounts apply.
  • Electrical Outlets: Not for public use.
  • Smoking: Permitted in designated areas only.
  • Gazebos: Allowed. No stretch tents. Staff may request relocation for safety reasons.
  • Braai & Picnic: First-come, first-served. No reservations allowed.

7. Conduct and Prohibited Items

  • Prohibited Items: Music devices, drones, weapons and firearms.
  • Professional photography or videography equipment (including tripods, large lenses, lighting, and similar gear) are not permitted unless prior written permission has been granted by management.
  • Pets: Not allowed on premises.
  • Behaviour: Rude or disruptive behaviour may result in removal without refund.
  • Branding: Use of Pines Resort branding and intellectual property without permission is not allowed.

8. Lapa Bookings and Cancellations

  • Lapa Bookings: 50% cancellation fee if cancellation occurs within 30 days of the booking.  No refunds within 7 days of booking date. No rescheduling allowed.

9. Special Tickets

  • Pensioner Tickets: Valid ID or driver’s license required.
  • Combo Tickets: Ages 8+. Includes water park access and one round on the rope course. Admission valid for 1 person only.

10. Parking and Vehicle Access

  • All vehicles are parked at the owner’s risk.
    Pines Resort, its owners, management, staff, and service providers accept no liability for any theft, damage, loss, or injury involving any vehicle or its contents.

  • No liability for loss or damage.
    Vehicles and their contents are left entirely at the owner’s own risk. Guests are advised not to leave valuables in vehicles.

  • Vehicle searches may be conducted.
    All vehicles may be searched on entry or exit to ensure compliance with resort rules (e.g. no alcohol or glass).

  • Surveillance in operation.
    CCTV surveillance is in use throughout the parking area. All footage is securely managed and handled in line with the Protection of Personal Information Act (POPIA) and will only be shared when required by law.

  • Obstructing or abandoned vehicles may be moved.
    Pines Resort reserves the right to move or remove any vehicle that causes obstruction, poses a safety concern, or is left unattended for an extended period.

  • Guests indemnify Pines Resort.
    Guests agree to indemnify Pines Resort against any loss, damage, injury, or third-party claim resulting from their use of the parking area.

  • By parking on the premises, guests acknowledge and agree to these terms and accept full responsibility for their vehicle and its contents.

11. Emergencies and Capacity Control

  • Weather: Pools remain open during light rain but will close immediately if lightning is detected, strictly at management’s discretion. Weather apps and on-site assessments are used to assist in making closure decisions. No refunds will be issued due to weather-related closures.
  • Capacity: Our daily capacity is limited. Booking tickets in advance will guarantee your entry.
  • Evacuation: Follow staff instructions and loudspeaker announcements in emergencies.

12. Legal Acknowledgement and Enforcement

  • By purchasing a ticket, you confirm you have read and accepted all rules, regulations and ticket policies.
  • You consent to photos or videos being used in resort marketing (unless written opt-out is submitted).
  • Failure to comply with the above rules and regulations may result in removal from the premises without refund or legal recourse.

These terms are enforced under the South African Consumer Protection Act and POPIA. No refunds, claims, or disputes will be entertained for failure to comply with or failure to read these terms.

Thank you for helping us maintain a safe and enjoyable environment for all!

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