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House rules

For your safety and enjoyment, please read carefully the detailed House Rules of the Győr Water Experience Park and Spa - hereinafter referred to as the Complex!

I. General provisions

1. By purchasing any service of the Complex, the Guest acknowledges, accepts and agrees to be bound by the House Rules.

2. It is the fundamental duty of our staff to ensure that our guests enjoy a high standard of service and relaxation. Ensure that health, official and other regulations and requirements are enforced.

3. We ensure the officially required quality of pool water in accordance with the relevant health regulations:

4. You can use the services of the Complex only with a valid ticket - at your own risk. The Complex has a zone access system, the user of the service is obliged to have a valid ticket for the given zone, in case of violation of this, our staff may ask the Guest concerned to leave the Complex.

II. Opening hours, ticketing, payment information

1. The opening hours of the Complex are posted in a clearly visible way and place for the Guests in the Main Building and on the web: www.rqvizielmenypark.hu, facebook: https://www.facebook.com/rqvizielmenypark.

2. The opening hours of the cash desk are the same as the opening hours of the Complex. Guests must leave the service areas no later than 15 minutes before closing time and the Complex at the same time as closing time.

3.  The tariffs for our services are posted in a clearly visible and legible place at the Reception. Prices are subject to change without notice.

4. At the reception of the Complex, tickets and services can be paid for in cash, by credit card, Széchenyi Pension Card (SZÉP Card) and with a valid Gift Voucher for the services of the Complex. When paying with a gift voucher, we cannot return or issue cash or vouchers for difference. We cannot be held responsible for any temporary malfunction of the credit card payment terminals.

5. We do not refund cash for cancelled services paid for by debit card or SZÉP Card.

6. If you wish to pay by bank card, SZÉP card, gift voucher or VAT invoice, please let us know in advance!

7. A megvásárolt váltott jegytípus csak arra a szolgáltatásra érvényes, amelyre a jegyet megváltották.  A belépőjegy csak egyszeri belépésre jogosít!

8. The type of ticket purchased is valid only for the service for which the ticket was purchased.  The ticket is valid for one entry only!

9. Guests entitled to a discounted ticket:

We are unable to accept a disabled parking pass as proof of eligibility. The discount does not apply to the accompanying person.10. Jegykiadás előtt Munkatársunk meggyőződik arról, hogy a kért jegyfajtára a Vendég, illetve a vele  lévő személyek jogosultak-e. Erre vonatkozóan a Vendégnek hitelt érdemlően igazolnia kell a  jogosultságát a szolgáltatás igénybevételére. Ha a Vendég nem igazolja a jogosultságát, a szolgáltatás  igénybevételét a kedvezmény nélküli jegytípus díjszabása szerint köteles megfizetni.

11. In our hospitality units, you can pay by DEBIT (cash value prepaid and loaded in the memory of the access control clock) and/or by debit card, SZÉP card.

12. After 30 minutes after leaving the cashier, the services of the spa are considered as used, so we are not able to refund the price of the tickets. 

DEBIT upload options

Payment by the amount charged to the hour is possible during the period of use of the Complex in the commercial outlets operating on the Complex sites. The purchase is made at the payment terminals in the commercial units.

Complaints will only be accepted at the cashier's office after the transaction has been uploaded, if the discrepancy can be clearly identified. No complaints will be accepted after leaving the cash desk!

Balance control

The balance of the hours can be checked at the designated top-up points and verified on the receipt of the purchase. The visitor accepts the Spa's database and statements as definitive and authoritative in relation to the balance associated with the hours.

You can claim back the amount you have paid but not spent, in the same way as you paid it. This is with the exception of the designated Catering outlets:

12. In the event of technical problems, malfunction, damage caused by guests - e.g. water pollution, force majeure, the Spa excludes liability for compensation, and the fee for the service will not be refunded in the event of the use of the service that has started. In such cases, the authorised manager of the Complex may change the opening hours, suspend the services and/or part of the services. In the event of an extraordinary pool closure (bomb threat, storm, sanitary reasons, etc.), the Guests must leave the pool immediately.

13. In case of a full house, the Spa may temporarily suspend the sale of tickets and services.

III. Provisions on bathing services

1. Children under 14 years of age may only stay in the complex under parental supervision or accompanied by an adult (+18 years of age) and may only use the services of the Spa under the responsibility and constant supervision of the adult.

2. According to the Government Decree 121/1996 (VII.24.) on the establishment and operation of public baths, children under the age of 14 may use our thermal pools only on prescription, regardless of the purpose of use. The recommended length of stay in the thermal water is indicated on the information boards placed at the pools - for healthy bathers - the risk of exceeding the recommended length of stay is borne by the bathers. Contra-indications for the use of thermal water: Acute (acute) inflammatory diseases; fever; acute and chronic infectious diseases; malignant tumours; serious heart diseases, arrhythmia, hypertension, serious haematological diseases; serious anaemia; serious liver and kidney diseases; central nervous system diseases; epilepsy; sudden onset of fainting spells; pulmonary asthma; frequent attacks; infectious, inflammatory skin diseases; extensive, open wounds; bowel and urinary disorders; pregnancy; alcohol or other intoxicating substances. Information and restrictions concerning our other services (e.g. swimming pools, slides, sauna world, playgrounds, etc.) are posted on information boards in clearly visible places in the premises and should be noted and observed.

3. Groups of children may only stay in any part of the Complex if accompanied by a responsible adult.

4. For children who are not potty-trained, the use of special swimming trunks or a combination of swimming trunks and swim trunks/bathing suits and regular replacement of the trunks are compulsory. To ensure this, please use the Baby-friendly area of the Complex!

5. Severely disabled persons, blind and visually impaired persons, persons unable to care for themselves may stay in the Complex only with an accompanying/assisting person (with a valid ticket) and may use the bathing services only and exclusively at their own risk.

6. Pursuant to Decree No. 37/1996 (X.18.) NM., public baths, in this case the Complex, are not open to: persons suffering from infectious or skin diseases, persons suffering from fever, infectious gastrointestinal diseases, persons suffering from diseases with convulsive conditions, loss of consciousness, or with conspicuous or extensive pathological lesions, persons visibly intoxicated and persons under the influence of drugs or other intoxicating substances or medications. If the above symptoms are present in a person using or intending to use the service, he or she may be refused entry or use of the service.

7. Persons with conspicuous or extensive abnormal lesions, but without fever, and with non-infectious gastrointestinal and skin diseases or with permanent conspicuous lesions due to illness, may use the pools and common areas only with a medical certificate or after a prior medical examination and wearing bathing/protective clothing that professionally protects and covers the lesion. The use of our services is subject to the presentation of a medical certificate, otherwise the use may be refused by our staff, in order to protect the health of the Guest and the rest of the other Guests.

8. Lockers are operated by the clock given to you on entry. When leaving, please leave lockers empty of your own personal belongings. Lockers will be emptied and cleaned each day after the Complex closes. We cannot be held responsible for any items left in the lockers after closing.

9. Please take care of the furniture, equipment, tools and vegetation of the Complex! Any damage caused by intentional or negligent behaviour may result in legal action.  Rába Quelle Kft., the operator of the Complex, may claim compensation for the damage caused.

The proper use of furniture (tables, chairs, sun loungers, etc.) and the preservation of their integrity are mandatory for everyone.

Tickets and passes do not include the exclusive provision of sun beds, lounge chairs and bean bags. The sun beds, chairs and bean bags provided in the indoor and outdoor areas of the spa, pool and lounge areas are available on a first-come, first-served basis.

Sun beds are available seasonally in the outdoor area of the theme park for a fee!

10. Proper use and cleanliness of showers and toilets - mandatory for all.

11.  In some areas of the Complex, regardless of the non-slip flooring, there is an increased risk of SKIDING!!! In order to avoid accidents, the use of appropriate non-slip slippers is mandatory in the pool areas and in areas with a high risk of slipping.

12. The use of electric and mechanical wheelchairs for disabled persons is allowed in the complex, and the use of a lifting device for bathing is provided.

13. Pushchairs are allowed in the complex.

14. You are NOT allowed to use our services in street clothes!

Short or long sleeved tops, long trousers or leggings, long dresses, short sports shorts, regardless of material, are not allowed for general street wear.

In the event of a dispute, our staff may refuse to provide bathing services to the Guest. 15. In order to comply with health and official regulations, to ensure the proper use of the spa and the undisturbed relaxation of the Guests, it is FORBIDDEN:

IV. First aid, buyers book

1. In case of injury or sickness, a first aid trained staff (lifeguard, pool master, pool guard, sauna master) is available to call a doctor or ambulance if necessary. The injured person will be treated at the first aid station (if the circumstances of the accident allow it). Please sign the entry in the "FIRST-AID RECORD" in case of agreement or disagreement.

2. The Complex is covered by liability insurance. We are not liable for any accidents, injuries or damages caused by the Guest or to others due to the Guest's fault or improper use of the facility.

3.The "Buyers' Book" and the information board with the Supervisory Bodies are posted at the Reception of the Main Building. The Guest has the right to complain about the service, its method or quality, to acknowledge it and to register it in the "Customers' Book". We are obliged to investigate and have the complaint investigated in accordance with the applicable rules and to take action on the basis of the complaint. Respond to the complaint within 30 days. For complaints received through other communication channels, we will follow the procedure described above.

4. The entry in the Buyers' Book is made in 3 copies, where the first copy belongs to the Guest, the second copy goes to the Secretariat and the third copy remains in the block.

V. Preserving value

1. To ensure the safety of our guests, the complex has a security and surveillance camera system. Recorded images must be destroyed or deleted within 3 working days of recording if not used. Use shall be deemed to mean the use of the recorded images and other personal data as evidence in judicial or other official proceedings. In the latter case, the recordings may be kept for a maximum period of 30 days, after which they are deleted.

2. The operator is not liable for any damage resulting from the loss of items left unattended on the premises of the complex.

3. A safe deposit service is available at the entrance to changing room 1.

4. Please hand in any found objects to the Reception.

VI. Slides, fun elements

1.The slides may only be used by persons who, by virtue of their age or height and weight, meet the requirements for the starting stages.

2. The slide must not be used by persons with impaired vision, persons who are dizzy or unable to swim, or persons under the influence of alcohol or other mind-altering substances.

3.  Persons intending to use the slides must be informed before using the slides about the dangers and the correct way to use them.

4. The staff supervise the use of the slides, provide training to users, ensure that the slides are used without any disturbance and that the arrival water area is kept clear. Assisting people who may be injured or in need, and shutting down the slide or the fun elements if necessary. It detects changes in the technical condition of the slides and takes measures to correct any faults.

All the attractions and attractions in the entire complex are for your own use and at your own risk! The operator is free to regulate the operation of the experience elements!

7. Our pools have the following features:

VII. Miscellaneous provisions

1. The person in charge of a service activity in the Spa /manager, supervisor/ is considered an official and as such is entitled to the protection applicable to officials.

2. The Rules shall be posted in a prominent place in the Complex.

3. The responsible manager and staff of the Complex are responsible for the observance and enforcement of the rules of the House Rules.

4. In order to serve our guests to the fullest, there are several catering outlets open during opening hours only.

5. Without the permission of the operator, commercial activities, advertising, propaganda, (placing billboards, stop signs, wall stickers and flyers), making sound and visual material for the general public without permission, illegal gambling, music service is FORBIDDEN!

6. There is an open WiFi system in certain areas of the complex, which is free of charge. We cannot guarantee the continuous, uninterrupted operation and availability of wifi. We cannot be held responsible for any loss of data or other damage to data caused by viruses resulting from the use of an open network.

7. In the area of the Győr Water Park and Spa, the operator may take or have taken pictures and audio recordings for markerting purposes to present its activities, services and programmes organised in the area. These recordings may be used by the operator and published publicly on electronic platforms (website, social media), advertising platforms, newspapers, posters and publications. By entering the premises of the Complex, visitors expressly consent to the making and publication of the above-mentioned recordings, and shall not make any claim or demand against the owner or operator of the Complex or the person who made or is the rightful user of the recording, either now or in the future.

Pursuant to Section 2:48 (2) of Act V of 2013 on the Civil Code, the consent of the data subject is not required for the making of the recording and the use of the recording made in the case of mass recording and recording of public appearances. At events and shootings held in the Spa complex, primarily crowd shots are taken in order to show the overall effect of the events and to present the individual sections of the complex. In the event that individual persons are singled out from the crowd, the footage will only be published with the prior written consent of the data subject, in accordance with the conditions set out in the RQ Water Experience Park and Spa in Győr's Privacy Policy.

8. The sauna lobby and the complex's meadow areas are also governed by separate House Rules or regulations, information boards and other internal instructions, which can be found on the signs posted in a prominent place in the area, as well as from our Staff.

9. In order to prevent fires, it is FORBIDDEN to engage in any activity that causes fire or open flames. Smoking is FORBIDDEN in the entire Complex, except in designated areas. It is FORBIDDEN to throw burning cigarettes into plastic bins or combustible waste. Tobacco products include all types of cigarettes (e-cigarettes, slim cigarettes, IQOS, cigars, pipes... etc.), which are subject to the same rules and are treated as equals in the Complex.

10. Please report any extraordinary event - personal injury, fire, presence of a dangerous device or object - to the staff, who are obliged to take immediate action based on the relevant regulations. In the event of an emergency, please strictly follow the staff's instructions.

11. We ask you to comply with the warnings of our employees and the regulations contained in the House Rules. The service may be refused to a person who does not undertake to comply with the provisions or does not comply despite a warning.

12. A person who violates the House Rules or the rules of the Complex and disturbs the tranquility of the Guests may be barred from using the services of the Complex. If necessary, the cooperation of an official can also be used for this.

These Rules will enter into force on June 1, 2023

Have fun!

Kovacsics Imre
CEO

Üzemeltető:

Dear Guest!

We would like to inform you that you can make your complaint in the following ways:

Verbally: We recommend that you make your complaint verbally on site if possible. We strive for a personal and good relationship with our guests, so we try to resolve perceived or real errors immediately on the spot. If your complaint cannot be investigated immediately, or if we do not agree with it, we will always record it.
In writing: If you want to make a complaint in writing, you can do so in the published Buyers' Book, by post or by e-mail at the above contact details. We will send a written response to your complaint within 30 days.
By phone: +36 96 514 900

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