Information and Terms of Carriage
The Waterbuses are converted historic traditional narrow canal boats with basic passenger seating and windows that slide open in the warmer months. In winter we provide comfort blankets to use while on board.
Tickets - are available to pre-book online. Walk-up customers are able to buy tickets on board for any remaining seats. All walk-up seats are subject to remaining availability. We invite passengers with pre-booked tickets to board first, then allow walk up customers to board. We accept credit or debit cards for payment of all tickets sold on board. Sorry no cash taken. Booked tickets can be scanned directly from your phone or device, or checked in with your booking reference number. Our online ticketing accepts all major cards including American Express, Diners Club, Visa, V Pay, MasterCard and Maestro (On board we are currently unable to accept American Express or Diners Club).
Departure time - please arrive at least 10 minutes before your scheduled departure time to ensure prompt boarding and departure. We invite passengers with pre-booked tickets to board first, then allow walk up customers to board for any remaining seats. Boats will not wait for late guests.
Missed your booked timeslot? - you are welcome to travel on the next service (subject to any remaining seats), however we do not offer refunds for missed departures. You will still need the ticket or booking number to be scanned or checked in.
Passenger numbers - each of the Waterbuses has a maximum number of passengers that we can legally carry. We cannot carry more than the specified number of passengers at any time. In busy periods, walk-up customers may have to wait for a following service.
Groups - of 25 or more can be pre booked in advance onto weekday (Monday to Friday) scheduled services at a discount rate. Bookings can be made by telephone or email, at least 7 days beforehand.
Boarding - is one person at a time, we suggest stepping down backwards using the rails provided. Children must not be carried down.
Children - passengers under 16 years of age must be accompanied by an adult. Children 3 years old or under travel free of charge and must be accompanied by 1x adult per infant.
Pets or other animals -are not permitted on board.
Guide or assistance dogs - access into the boat is by step ladder type steps with a narrow entrance way. Small assistance dogs can be carried down but it maybe unsafe or inaccessible for larger dogs, we'll always do our best to accommodate registered guide and assistance dogs wherever possible.
Accessibility restrictions - all of our fleet are historic vessels and have five steep steps down into the boats with handrails each side. The safest way is to step down backwards. Wheelchairs may be carried if folded, but cannot access the boats unfolded. Please do contact us if you would like advice on the possibilities.
Bags - in the interest of public safety and security the skipper or crew may request that bags and luggage are opened for inspection before boarding. Small suitcases can usually be carried but we unable to store large luggage.
Property - please ensure you look after your possessions while on board and take them with you when you leave. We accept no responsibility for lost, stolen or damaged items. Please contact us if you have lost anything, and we’ll do our best to look for it. Our crew return left items to our office, where they are held for a month before being disposed of or donated to charity. Unattended or left bags or other property may be removed or destroyed by the Police or security services if it poses a potential risk to public safety.
Pushchairs, strollers or child buggies - we can only carry these if they are small, lightweight and fold flat. They will be stored on the roof.
Bicycles, large pushchairs, strollers, prams or wheeled toys - cannot be taken. Small folding pushchairs/ strollers may be stowed outside on the roof (space permitting)
No smoking or vaping - at any time (by law)
Alcohol - is not permitted on board.
Drugs - we have a zero tolerance to use or possession of illegal drugs on board. The Police and/ or security services will be notified immediately. Offenders may be detained or may be asked to leave the vessel.
Music and video players, mobile phones and other devices - please be considerate of other passengers, we do not permit playing of devices that disturb other guests.
Food and drink - we do not currently sell refreshments on board. You are welcome to enjoy your own non-alcoholic drinks on board and bring your own snacks with you. There are currently no tables for food so only hand held items can be eaten. Please consider other passengers and please take any waste with you when you leave, or use the bins provided.
Toilets - are located close-by at both departure points.
Litter - please consider the environment and use the bins provided. It is illegal to throw litter overboard.
Timings - all given timings are approximate. Trips may take more or less depending on various factors such as other canal traffic, weather conditions, water levels, waits at tunnels etc. Peak time trips at weekends tend to take longer than midweek trips.
ZSL London Zoo additional terms & conditions:
Admission times: https://www.zsl.org/zsl-london-zoo/visitor-information/opening-times
Permission must be obtained for all filming and photography for commercial purposes
Children under 16 will not be admitted without an adult
We do not allow re-entry to the zoo
No dogs are allowed on Zoo premises
Bicycles are not allowed on Zoo premises
Rollerskates, rollerblades, skateboards are not allowed on Zoo premises. Children's scooters are permitted as long as they are supervised by an adult
Heelys roller shoes must not be used as skates, but may be worn as shoes
All trips into London Zoo by Waterbus will require purchase of of Zoo admission ticket (included in the fare to the Zoo)
All Waterbus trips out of London Zoo are only for Zoo visitors departing after a visit. As boats depart from inside the Zoo, you do have to pay for Zoo admission to get access to the waterbus stop.
Forces beyond our control - we may have to cancel or limit services in any cases where the authorities (not limited to but including Police or Emergency Services, Maritime & Coastguard Agency; Canal & River Trust; Environment Agency; Local government authority or council) restrict or close the waterway navigation. In these circumstances we will offer a full refund for tickets but will not accept claims for any inconvenience or consequential losses as a result. This also applies in situations where in the opinion of the Skipper it is unsafe to operate, this may be due to extreme weather conditions, outside interference including mechanical failure, vandalism or damage to a vessel. We will email to communicate any cancellation and refund as soon as we possibly can, using the email address provided by the customer at the time of booking. Any card payment refunds, may take 3-5 working days to process, and will include all booking fees paid.
Captains discretion - persons who in the reasonable opinion of the Captain may cause disturbance or endanger themselves, the crew or other passengers may be refused permission to board, or asked to leave the vessel.