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Frequently Asked Questions

Frequently Asked Questions

Activities

By their nature, all adventure activities may involve some level of risk, which cannot be fully eliminated, and in extreme cases there is a danger of serious personal injury or death. It is important to be aware of the risk and have understood the nature of the activity and consent to your child in taking part. Furthermore, to ensure safety, I understand my child is expected to behave in a responsible manner at all times and must be able to take direction from members of ACUK staff and follow all instructions, or guidance, given.  

Exceptionally safe.  Each and every instructor is a fully qualified first aider and is rigorously qualified and examined for each activity they run. Instructors are qualified to run a multitude of individual activities as part of their ongoing training and industry standard examination programme.  

The centre is licensed by AALA (Adventure Activities Licensing Authority), LOTC (Learning Outside The Classroom) & Adventuremark which helps reassure all visitors of safe and suitable activities.

Risk assessments for each of our activities is available online here.

For every activity group of 12-15 participants 1 adult leader (over the age of 18) is required. The adults remain in close supervision and can aide the instructor’s management of the group and their knowledge and encouragement of participants. For those not participating in activities government recommended ratios are required. Groups remain in ‘loco parentis’ of all their attending children.

We welcome guests of any age at Pioneer Centre.  However, if you wish to take part in certain activities a good guide is you must be 8 years old or over. This is because you must fit a full body harness securely and be able to follow instructions. It is most difficult for all concerned where a child cannot safely participate in an activity and has to be turned away.

In addition, there are various weight, height and medical conditions which would also restrict Guest participation in some activities. Those who are pregnant or suffering from any medical condition including back or heart conditions, might not be suitable. Please seek medical advice before participating.

For those with accessibility needs (SEND) please follow our guidance on the downloads page and raise this with the team.
 
The activities team are also happy for anyone to call to discuss any medical/participation concerns you may have.
 
The centre reserves the right to refuse/cease/remove any participant based on safety concerns.

Each activity session is up to 90 mins long (including kit up, safety brief and debrief), with evening group sessions running for an hour. Your activity programme will be sent out to your group leader prior to your arrival. This will allow your group leader to discuss any amendments to your programme with our Activities Administrator.

Every effort is made to ensure each group gets the program and activities they prefer with evaluations providing information for return visits. However, especially in peak season, not all preferences can be accommodated due to a number of factors including availability, group logistics, safety considerations, individual capabilities/needs and the overall size of your group. Please work with our Activities Administrator to arrange the most suitable program possible.
 
Those who book early will have the widest selection of activities available (dependent on group needs and size) with certain activities (such as raft building and trek course) having limited slots.
 
**Please note that last minute increases to participant numbers, changes to activity group lists or introduction of accessibility needs (including behaviour) may impact the activities that can be provided even where previously confirmed.
To avoid undesired alterations to your program or loss of preferential activities, groups should provide ALL information for their maximum number as early as possible (for further details see your agreed T&C’s 7. d) & 20. b) i-iv).
 
The centre reserves the right to change activity programs at any time. This maybe due to weather changes, group dynamics, safety concerns or operational needs (for further details see your agreed T&C’s 20. b) i-iv).
 
The centre CANNOT allow any external instructor to run activities on the centre’s equipment. ALL activities must be booked in advance by the group leader and will be instructed by trained Pioneer staff only.
As demand for activities can be high and rotas, schedules and programs take advanced planning, it is not possible to provide on-the-day programs.
Safety is paramount to the Centre, and groups who are unable to comply with the site rules cannot stay.

No, our on-the-water sessions are limited to a single raft build activity and for safety, buoyancy aides are worn at all times during this session.  It is however necessary to notify your group leader in advance of any extreme fear or apprehension of water so that this can be raised with the instructional staff prior to a session starting.

We are unable to offer swimming sessions or baptisms on the mini lake. 

The group leader can request assistance with mobile pools for onsite baptisms with advanced notice, but these cannot be heated.

Bookings & Finance

We will contact you 18 weeks prior to your arrival date and request an update on your number of attendees.  This alert occurs BEFORE you enter the 16-week cancellation window. Your main invoice will then be raised using your advised number. If we do not hear from you before your main invoice is due to be raised we will issue it based on the minimum numbers indicated on your booking form. For full site exclusive use bookings this time line increases to a 26–week cancellation window.

We cannot hold bookings provisionally. If your group makes a general enquiry all availability is supplied at that time only. Where a group begins a booking, this may be held in the system for up to 14 days. To avoid disappointment we highly recommended signing the booking form and paying the deposit. Smaller ‘Holding deposits’ can also be used for additional bookings in the following years which helps groups secure the dates they prefer.

Unfortunately, we don’t accept child-care vouchers towards the cost of a visit.

This allows us to confirm your booking and send a deposit invoice based on the minimum number attending. The parents/carers/guests who have yet to decide to sign up can then be fully incorporated into your main invoice once it is raised. We encourage groups to book the minimum number initially (which is required to secure a lodge) to avoid loss of deposits or cancellation charges closer to the event. The centre will request a maximum and minimum number. 

Any adjustment in numbers must be received and agreed in writing. A supplementary invoice is sent out prior to your stay for additional guests. Please try to avoid late increases in numbers as this might effect the activity program/groups.

SCHOOLS: Will be eligible for one free teacher place for every 10 paying students.

YOUTH: Will be eligible for one free leader place for every 14 paying young people.

CONFERENCE: 1 free leader place is offered for bookings of 20-100 paying guests and 2 places for bookings over 100 paying guests.

The Pioneer Centre operates as a group booking facility and is therefore unable to deal directly with individuals.
All contracts and correspondence are made exclusively with the organising group under a business-to-business agreement. As such, the Pioneer Centre does not govern or influence the arrangements made between group organisers and their guests regarding programme content, pricing, suitability, expectations, payment collection, or any associated refund or cancellation terms.
If you are a guest attending with a group and have any questions or concerns about your booking, please direct these to your group leader or organiser. The Pioneer Team is unable to assist with individual enquiries or circumstances.
Please note that the Packaged Travel Regulations (PTR) do not apply to school or educational visits. We recommend seeking independent advice on this matter before completing any booking. No agreement exists between The Pioneer Centre and individual participants, parents, or third parties.

Important Information for Group Leaders
 
Group Leaders are responsible for reviewing and understanding the Booking Terms & Conditions, including the cancellation policy, payment terms, and any associated charges, to avoid unexpected costs.
To minimise financial risk, we advise that groups put in place a clear and robust internal booking system to manage attendee confirmations and payments. This helps reduce the potential impact of late or unexpected individual cancellations. Please note that The Pioneer Centre cannot cover any resulting shortfall on behalf of the group.
We also strongly encourage all groups to take out appropriate group insurance and to recommend that participants arrange individual cancellation cover. Due to financial regulations, we are unable to offer or recommend insurance providers.
In the absence of such insurance, the Centre is unable to provide refunds, transfer bookings, or offer alternative compensation—as stated in our Booking Terms and Conditions (Clauses 6 & 12(c)/(d)).

Our Terms and Conditions apply only to the Hirer named in the agreement and do not extend to individual guests.

Final Notes for All Guests

As with any holiday or travel arrangement, we strongly recommend that each guest secures appropriate personal insurance to cover risks such as injury, cancellation, loss, uncertainty, or curtailment.

Please be aware that The Pioneer Centre cannot assist individuals seeking compensation for losses arising from unforeseen circumstances.
All bookings and payments are strictly non-refundable and non-transferable.

Pioneer is a not-for-profit charity-owned business.  The income generated supports bursaries, youth work, and maintaining high-quality and save facilities. Ultimately, our organisation exist to provide residential experiences as affordable as possible as we believe in the positive impact this work has on young people and communities.

As many other organisations, we face inflation, rising prices of supplies, and increased salaries, but we have worked extremely hard to keep price increases as low as possible and below many other centres.

At the same time we still have invested in our facilities at no additional cost past on to our groups, to be able to deliver high-quality and safe activities. Make sure you ask about trek course, mini-lake, laser tag, zip lines, challenge and low ropes, multiuse pitch, table tennis, outdoor classrooms and shelters. We’re incredibly proud and grateful to a colossal effort from the staff team to make this possible.

We can offer add-on activities to groups who want to experience a more upgraded program without impacting our affordable experiences. 

Please do consider alternative times of the year outside the peak season, where prices are up to 50% less.

Most of our activities run all year round and our groups report the same positive feedback as other times of the year. Whilst the weather conditions can affect activity delivery at any time of year (eg storms), our dedicated team are experienced in adjusting the programme to ensure a great experience.

Our special offer page is also a useful place to find some affordable residential opportunities. 

Dining & Accommodation

Pioneer is set on one level, with wide, spacious corridors and accessible rooms.  Each lodge has at least one room with a roll-in shower facility in the ensuite bathroom.  We have height extenders for our dining tables in the main dining room to allow a comfortable dining experience. We also have a selection of pre-bookable mobility aids including grab rails, shower chairs, raised toilet seats and hoists for anyone that requires additional help.

All facilities and equipment subject to availability and advanced booking.
 
It is the duty of the group to ensure they meet any legal or safety obligations and therefore must ensure to risk assess the suitability of any equipment to be used and ensure adequate training for its intended use. Any items, room or program is subject to advanced booking and must be organised/requested by the group leader prior to arrival.
 
The centre will make every effort where guests arrive with undeclared additional support requirements but without prior arrangement, we cannot guarantee the suitability of the lodge/room/dining table/equipment available/activities offered. 
 
** When selecting suitable accommodation please note that Weston Noble and Treetops lodges feature stair only access, with lodges Treetops, Forest and Weston featuring a long downhill corridor (wheel chair accessible but not ideal for certain groups / guests).
 
The accommodation room plan maps, available on our downloads page, indicate the accessibility options of each lodge, including those with wet rooms, baths, and stair access. To ensure the proper allocation of lodges and rooms Guests MUST highlight their accessibility needs to their group organiser. The Pioneer Centre staff do not allocate rooms or facilities.
 
Due to the accommodation of other groups and other guest user’s needs, it is NOT possible to make adjustments to lodges based upon accessibility needs after a booking has been confirmed. Please ensure the needs of ALL of your guests are considered prior to confirming the accommodation, activities and meeting spaces.

All residential groups will be allocated at least one of our lodges based on the size of the group.  Our 7 lodges have multi-bedded rooms with a combination of bunk and single beds (bedding is provided).  Every bedroom has the benefit of an ensuite bathroom.  Each lodge has a comfy lodge lounge and a small drinks kitchenette. 

The teacher or group leader will have a room in your child’s lodge to make sure that someone is available 24/7 just in case they wake up in the night.  The adult leader is termed to be in “Loco Parentis” which basically means they act in place of the parent.  In case of an emergency our highly experienced centre team will also be available to support the school staff / leader in charge.

Tented camping is only permissible where a group requires additional bed capacity beyond our maximum number. This is arranged during our booking process and only after the centre is full. 

It is therefore not possible to camp, camper van or caravan on our grounds on an individual basis.

We are a fully catered centre with an experienced catering team who create over 120,000 delicious meals a year. Therefore, we cannot offer self-catering breaks due to the logistics of the centre.

Your residential package will include dinner on the night of arrival, with all meals provided through to lunch on the day of your departure, no matter how many nights you stay with us.   Our breakfast is a combination of hot items e.g. bacon, hash browns, beans, toast etc with cereal and fruit always available too.  Lunch is a two-course hot meal including a main and desert with a hearty two course evening meal.  There is a salad bar with salads, pastas and bread for those that don’t wish to have the meal on offer and prefer a lighter option.  Our full salad bar is always available for lunch and dinner service.

All meals are cooked on site by our dedicated team of catering staff.   We can cater for various dietary needs. e.g. pre bookable vegan and vegetarian options, and medical or religious choices.

Standard mealtimes are 8:30 am for breakfast, 1:00pm for lunch and 6:00pm for dinner.

Our experienced catering team are diligent in making sure that any pre-advised allergies are catered for in a safe and controlled kitchen environment.  We also operate nut-free in our catering and dining room facilities as standard.

To ensure that all our guests can safely visit us without any extra worry, please ensure you report all allergies and special diets in advance of your stay. Further in-depth discussions with our catering manager or supervisor are possible in the case of the most extreme or severe allergies. Please contact your group leader to find out more.

We are unable to cater for preferences.

Due to the nature of the groups, guests and increasing number of food labels that add ‘may contain traces’ it is not possible for the centre to 100% GUARANTEE that meals prepared are completely allergen free.
 
The centre cannot accept any liability for the absence of suitable supervision by group leaders where children collect food that isn’t allocated to them, eat food provided to others or are impacted by food brought into the centre by guests out of the centre staff’s control.
All leaders responsible for guests with special diets and allergies should have suitable training, know the individuals needs and conditions and have sufficient risk assessments and measures in place along with emergency procedures in the event of any adverse reaction.
 
The centre cannot REHEAT food provided by guest.
 
The centre cannot receive any NUT containing (including traces) products into the dining room or kitchen.
 
Yes – our quiet hours are strictly from 11:00pm to 7:00am during which all guests must keep noise to a minimum.
To help maintain a restful environment for everyone:
  • All PA or sound equipment must be switched off
  • No instruments, singing, or shouting
  • All outdoor activities must finish by 11:00pm
Please treat our team with respect by sticking to these quiet hours. If staff need to intervene due to excessive noise by any persons in your group, penalty charges may apply.
Whilst we are a rural site, Pioneer is not remote, and is surrounded by neighbours, live-onsite families and staff alongside other guest groups.
All organised group activities, such as services and singing, are classed as commercial operations after 11pm and require additional council licensing, which the Pioneer Centre is unable to provide.
 
Please ensure the centre remains a place of peace and rest during the quiet hours to ensure all get the most out of their stay.
In order to safely cater for all our guests, we ask that no nut containing products are brought to site.
 
The centre maintains a STRICT nut free zone in the dining room and kitchen and within public spaces. 
 
Guests should not bring home cooked cakes without the prior written agreement of management, and these should only be displayed in halls and lounges away from public areas.

General Information

Yes, there is free Wi-Fi available to everyone in the main public areas (lounges, dining room and halls). However, availability is variable and not guaranteed in the bedrooms.  There is no Wi-Fi coverage in the wider grounds. 

Using the Wi-Fi is subject to accepting our T&Cs and some websites are filtered and restricted.

Wi-Fi might be unavailable if your group leader requests access to be turned off.

All of our permanent centre-based staff are checked by the Disclosure and Barring Service. All other staff that are legally allowed are DBS checked as well.

Yes, your group leader should pass along our site rules and conditions of your stay, but please find a link here for our complete site rules.

In particular, all guests should be aware that the site is strictly no alcohol, no pets, and no smoking, including vapes [although a smoking shelter is provided].

Anyone breaking these rules has to leave the centre.

Yes, but using our onsite shops is decided by your group leader. Please check with your group direct on their advice with regards to bringing money.

If agreeable with your Group leader and requested on the program we have two shops onsite:

  1. Confectionary shop – chocolates, sweets, crisps, drinks and basic items from £1 upwards.
  2. Souvenir shop – Pioneer branded toys and merchandise in a range of prices to take away a memory of their visit to the centre.

We accept cash or card payment. 

Site visits are normally offered to group Leaders who wish to arrange a visit through the bookings process. This can help provide reassurance that the facilities and services suit their groups need and to plan and envision how they would use the facilities available to them.

If your child is particularly nervous about going on their first residential, we recommend that you talk them through the experience and use the videos, site map and website 360 tour to help allay their fears. You are not alone, many of the children that attend have similar anxieties and find the experience challenging. We have vast experience dealing with young people on their first residential. Please talk to us if a site tour is still needed.

We do recommend to all SEN or accessible needs groups to make a site visit. You can find more details of our activities, facilities and equipment on the website here:

To avoid disappointment, please ensure any site tour is booked suitably in advance, as the site is restricted access and staff need to be made available to accompany any visit. 

Unfortunately, we are only able to welcome registered guide and assistance dogs. We are strictly a NO PET site, and this also excludes emotional support animals from our site. Guests with animals must vacate site immediately.

Risk assessments for all our activities can be found on our website click here.  In most cases, schools and group leaders will not need to access/copy risk assessments but instead should check our Adventuremark quality badge and AHOEC Gold standard  for assurance of safe delivery.

Please see our downloads page for PEEP forms and checklists alongside guidance for accessibly needs.
 
The centre is a group booking facility and cannot accommodate individual requests. Arriving early will not be possible and guests who do must vacate site.
Charges may apply.
 
For a detailed list please see our KIT LIST available on the downloads page. This contains useful item checklists for those with and without activities.
You may find it useful to bring:
 
  1. Have you considered adding the additional meal option? This can be selected in advance and is added to your price if you (or your guests!) wish for more than one option at meal times. We cannot offer individual meal upgrades.
  2. Have you considered adding PowerFan, Giant Swing or DWAEC animal show to your program?
  3. Groups should consider their own insurance to cover them for all eventualities as the centre cannot and does not bear these costs. In the absence of group cover, leaders should advise all their guests to ensure they have suitable personal cover. The centre cannot advise or suggest insurance products.
  4. Have you ensured you have enough rooms, as maximum numbers are often considered on the total number of beds NOT the number of rooms required. Where staff wish for their own rooms (single occupancy charge might apply) the availability is on the total number of rooms I the lodges booked. Additional rooms cannot be added in other lodges.
  5. Group leaders should consider bringing ALL the extra items they need – as the centre is quite remote and may not be able to provide missing items or to avoid additional charges for the following items (not exhaustive list): 
  • Hot choc powder
  • Biscuits/cakes
  • online streaming devices to connect to our TVs/projectors
  • Cable connectors
  • Puzzles/board games (as it is not possible for the centre to maintain these ourselves)
  • PA equipment or connections to use or expand on the centres
  • Pens and paper
  • Photocopies
 
 
We take all feedback seriously. It is passed through various levels of management and meetings, and follow-up is recorded and planned. Not all feedback can be implemented, especially improvements that take considerable investment and time.
All decisions on improvements are made for a variety of reasons, from insurance considerations, external audits,  or necessary internal training, efficiencies and running costs.
We are delighted with the improvements we have been able to make throughout our facilities, program and staff service over the years – which is in a big part down to your genuine comments and requests!
 
We would welcome additional help for areas that groups are especially keen on being redeveloped or added. This can include investment/contribution, expertise, fund raising, support (commendations or highlighting the need which other Trusts may require to provide support) or simply through continued booking and advance bookings to use the centre.