The Matthew of Bristol Booking Terms and Conditions

**April 2021 update on Booking Terms and Conditions: Please book with confidence. If the coronavirus requires us to change our plans or you to change yours, we offer a refund or rebook guarantee.**


 1. The Matthew of Bristol Cancellation and Refund Policy

  • The Matthew of Bristol reserves the right to cancel any public or private trips at their discretion. Reasons include, but are not restricted to, inclement weather and insufficient passenger numbers.

  • In the event of very bad weather, The Matthew is not able to sail for the safety of passengers, the crew and the ship. The Matthew cannot run trips in the case of high winds, but will still run trips in the rain. There is limited cover on board The Matthew, so customers are advised to dress appropriately.

  • If a trip is cancelled by The Matthew due to bad weather, The Matthew will make every effort to run the trip as a static event and customers will be refunded the difference between a static event and a moving cruise. Where a static option is not appropriate, every effort will be made to find an alternative date or a full refund will be given. The Matthew of Bristol is not responsible for passengers’ private transport or accommodation.

  • If a trip is cancelled by The Matthew for any other reason than bad weather, every effort will be made to find an alternative date for passengers. If that it is not possible, then a full refund for the trip will be given. The Matthew of Bristol is not responsible for passengers’ private transport or accommodation.

2. Customer Cancellation and Refund Policy

        i. Private Hire Bookings

  • For private hire of The Matthew, a 25% deposit is required to secure the date and full payment is required four weeks before the scheduled date of the event.

  • If a customer wishes to cancel a private booking they should contact The Matthew of Bristol office in writing at info@matthew.co.uk at least four weeks before the scheduled trip date and a refund will be offered. If a cancellation is made less than four weeks before the scheduled trip the Matthew will retain the 25% deposit.

        ii. Public Trips

  • If passengers wish to cancel, postpone or reschedule a trip they have booked, they should contact The Matthew of Bristol office on 0117 927 6868 (leave a voicemail if no answer) or email info@matthew.co.uk at least four weeks before the scheduled trip date. Cancellations made after this date will only be entitled to a full refund if The Matthew office is able to re-sell the cancelled tickets. Any other changes to your booking (postponements or reschedules) can only be made after this date if The Matthew office is able to re-sell your tickets.

  • If gift vouchers were used to pay for the trip, a cash refund is not available. Instead, your voucher(s) will be reinstated at their full value and with their original expiry date if The Matthew office is able to re-sell the cancelled tickets.

  • If a passenger wishes to change the date of the trip they are booked on (subject to availability), they should contact The Matthew of Bristol office on 0117 927 6868 (leave a voicemail if no answer) or email info@matthew.co.uk at least four weeks before the scheduled trip date. Changes to your booking requested after this date are only possible if The Matthew office is able to re-sell the cancelled tickets. 

  • The Matthew office cannot cancel, postpone or reschedule your tickets at short notice (less than 72 hours before your trip date). If you wish to change your booking with less than four weeks, but more than 72 hours, before your scheduled trip date, please contact the office and every effort will be made to re-sell your tickets.

  • If you cannot use your tickets and want to give them to a friend or family member to use instead, please contact The Matthew office to update the passenger details.

  • You should arrive around 15 minutes before your trip starts to allow for boarding. The ship leaves promptly and we cannot wait for latecomers. Please make sure you allow plenty of time for your journey, and to find suitable parking if you are driving. We cannot give refunds if you arrive late and miss your sailing.

       iii. COVID-19

  • If you or one of your party is showing symptoms of COVID-19, please do not visit The Matthew. If you have booked a trip, we will rebook you onto another trip or give you a refund. Please contact The Matthew of Bristol office on 0117 927 6868 (leave a voicemail if no answer) or email info@matthew.co.uk as soon as possible (preferably at least 24 hours before your trip) so that we have time to re-sell your tickets. 

  • If gift vouchers were used to pay for the trip, your voucher(s) will be reinstated at their full value for use at a later date.


3. Booking Restrictions

  • On board: All under-18s must be accompanied by a responsible adult.

  • Tickets for trips on The Matthew of Bristol can only be bought by an adult aged 18+.

  • Private bookings of The Matthew can only be made by an adult aged 18+. All private hire bookings are taken at the discretion of The Matthew.

  • Unfortunately, we cannot accept groups larger than 15 people on our public trips. Larger groups are kindly asked to book private trips. 


4. Gift Vouchers

  • The Matthew of Bristol gift vouchers are valid for any trip advertised on The Matthew of Bristol website, subject to availability.

  • Gift vouchers are valid for two years from the date of purchase. 

  • Gift vouchers are non-refundable and cannot be exchanged for cash. 

  • Vouchers that cannot be used within their two-year validity due to Covid-19 restrictions in place at the time may be extended at the discretion of The Matthew of Bristol. Voucher holders should contact the office near the expiry date of their voucher if they have been unable to use it. Please have your voucher number to hand when contacting the office.

  • Trip cancellations: In the case of your booked trip being cancelled by us, The Matthew of Bristol Cancellation and Refund Policy will apply. If you cancel your booking, the Customer Cancellation and Refund Policy will apply.

  • You can choose to purchase either a digital voucher or a posted voucher. Both options allow you to send the voucher either to yourself or directly to the recipient. For posted vouchers, additional postage costs are £2 for UK delivery or £3 for international delivery. 

  • Please allow up to 48 hours for your gift card to become active. 

  • If the recipient chooses a trip that costs more than the value of their voucher, they will need to pay the difference when booking (including any future price increase to our trips).

  • If the recipient chooses a trip that costs less than the value of their voucher, we regret that we cannot issue credit or a refund for the difference.


5. Passenger Behaviour and Belongings

  • All passengers are responsible for their own belongings. The Matthew of Bristol accepts no responsibility for any loss, theft or damage of personal property.

  • The Matthew of Bristol reserves the right to refuse admission on board to any person who appears to be abusive, disorderly or intoxicated.


6. Food and Alcohol

  • The Matthew of Bristol has a licensed bar on board and as such, does not allow passengers to bring their own alcohol aboard.

  • For safety reasons, food is only permitted to be brought on board at the crew’s discretion.