Terms and Conditions

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Effective date: 20/04/2026
Business name: Party & Play
Website: www.partyandplay.uk
Contact email: info@partyandplay.uk
Venue address: 115 Sutton New Road, Birmingham, B23 6RP

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These Terms and Conditions apply to all use of Party & Play’s website, venue, facilities, bookings, admissions, party bookings, exclusive hire, event hire, food and drink purchases, and all related services provided by Party & Play.

By purchasing tickets, making a booking, placing an order, entering the venue, or allowing a child in your care to use the venue, you confirm that you have read, understood, and accepted these Terms and Conditions, together with our Play Rules, Party Booking Policy, Cookies Policy, Privacy Policy, and Allergen Notice where applicable.

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1. About Us

Party & Play is an indoor children’s soft play venue operating in Birmingham, United Kingdom.

In these Terms and Conditions, “Party & Play”, “we”, “us” and “our” refer to the business operating the venue and website. “You” and “your” refer to any parent, guardian, supervising adult, customer, organiser, visitor, or person making a booking, purchase, or using our venue or website.

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2. Acceptance of Play Rules

All customers who purchase play session tickets, book birthday parties, arrange exclusive hire, book event hire, purchase food or drink, or enter the venue must follow our Play Rules, safety signage, and any reasonable instruction given by our staff.

It is the responsibility of the parent, guardian, or supervising adult to make sure that:

• all children in their care follow the Play Rules;

• children use equipment appropriately and safely;

• children use age-appropriate areas only;

• unsafe, rough, reckless, or inappropriate behaviour is stopped immediately; and

• children remain under suitable supervision at all times.

Failure to follow the Play Rules, safety signs, or staff instructions may result in refusal of entry, removal from the play area, or cancellation of the booking without refund where reasonable.

Party & Play will not be responsible for injury, loss, damage, or incidents arising from a failure to follow the Play Rules, safety signage, or staff instructions, or from inadequate supervision by a parent, guardian, or responsible adult. Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited under the law of England and Wales. Terms that try to remove liability too broadly are vulnerable under the Consumer Rights Act 2015.

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3. Supervision of Children

Children must be supervised by a responsible adult aged 18 or over at all times unless we expressly state otherwise for a specific supervised activity.

Party & Play staff monitor the venue for general safety, operation, and customer service purposes, but they do not provide one-to-one supervision of children unless specifically agreed in writing.

Adults remain fully responsible for:

• the behaviour and supervision of children in their care;

• ensuring children are physically and developmentally suitable to use the equipment;

• accompanying children where needed, including to toilets where appropriate; and

• monitoring children for illness, distress, unsafe play, or conflict with others.

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4. Admission and Use of the Venue

Admission is subject to capacity, safety requirements, age suitability, session times, and any other reasonable operational restrictions.

We reserve the right to refuse entry or request that a customer leaves the venue if necessary for safety, hygiene, safeguarding, security, operational, or behavioural reasons.

For hygiene and safety reasons:

• socks must be worn in play areas at all times where required;

• shoes must be removed before entering designated play areas;

• food and drink must only be consumed in permitted areas;

• sharp objects, glass items, chewing gum, and dangerous items are not allowed in play areas.

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5. Health, Safety and Behaviour

For the safety and enjoyment of all customers:

• no pushing, fighting, bullying, rough play, climbing on netting, or misuse of equipment is allowed;

• children must use equipment only in the manner intended;

• age, height, and size restrictions shown on signs or advised by staff must be followed;

• customers who are unwell, including with sickness, diarrhoea, fever, or contagious illness, should not attend;

• any spillages, damage, accidents, hazards, or incidents must be reported to staff immediately.

We may close or restrict access to specific equipment or parts of the venue at any time for maintenance, cleaning, inspection, repair, safety, or operational reasons.

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6. Website Use

You must not misuse our website, attempt unauthorised access, interfere with its operation, make fraudulent bookings, or use the website for any unlawful purpose.

We may update, change, suspend, or remove website content, pricing, session availability, booking systems, products, services, or pages without prior notice. Confirmed bookings will continue to be governed by the information and confirmation issued at the time of booking, unless a change is required by law or for safety reasons. Pre-contract information shown before checkout can become binding, so the website and booking flow should stay consistent with the actual service offered.

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7. Bookings Generally

Bookings may be made online, by email, by phone, in person, or through any other booking channel we make available.

A booking is only confirmed when:

• the required payment has been received; and

• we have sent you booking confirmation.

It is your responsibility to check your booking confirmation carefully and notify us as soon as possible if anything is incorrect.

We reserve the right to cancel or reject incomplete, inaccurate, suspicious, or fraudulent bookings.

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8. Play Session Tickets

Play session tickets are valid only for the date, time, and session booked unless we agree otherwise in writing.

Tickets are non-transferable unless expressly agreed by us.

We reserve the right to amend session times, admission arrangements, maximum capacity, and operating procedures where reasonably necessary for safety, operational, or business reasons.

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9. Birthday Parties, Exclusive Hire and Event Hire

This section applies to all birthday party bookings, private hire, exclusive hire, and event hire.

9.1 Deposit

A deposit of 30% of the total booking value is required at the time of booking unless we confirm otherwise in writing.

9.2 Non-refundable deposit

The 30% deposit is generally non-refundable if the customer cancels the booking. This deposit secures the date and time slot, covers administration and planning work, and reflects that the reserved slot may no longer be available for resale.

However, we will not retain more than our reasonable losses where the law requires otherwise. UK guidance says deposits and cancellation charges must be fair and not excessive. A blanket “no refund in any circumstances” term is likely to be unfair.

9.3 If Party & Play cannot open

If Party & Play is unable to open and operate on the booked date, and we cannot provide the booked party, exclusive hire, or event hire service on that day, the deposit paid for that affected booking will be refunded, unless an alternative date is agreed with you.

If we are unable to provide the full booked service, we will refund any sums paid for services not provided, unless a rebooking is agreed.

9.4 Final balance

The remaining balance must be paid by the deadline stated in your booking confirmation or on arrival where applicable.

If payment is not made on time, we may treat the booking as cancelled and retain the deposit.

9.5 Changes to bookings

Any request to change the date, time, package, guest numbers, food order, or other booking details is subject to availability and our agreement.

We are not obliged to accept booking changes once the booking has been confirmed.

9.6 Customer cancellations

If you cancel a party, hire, or event booking, the 30% deposit will usually not be refunded.

Any amount paid beyond the deposit will be considered based on:

• the notice given;

• the work already carried out;

• costs already incurred;

• whether the slot can be rebooked; and

• what the law requires in the circumstances.

9.7 Late arrival

Bookings must start and finish within the booked time slot.

Late arrival may reduce the time available for your booking. We are not obliged to extend the booking beyond the scheduled finishing time.

9.8 Guest numbers

You must provide final guest numbers by the deadline we specify. We may charge based on the confirmed minimum number, package conditions, or actual attendance, depending on the booking terms.

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10. Food, Drink and Allergies

If you or your child has any allergy, food intolerance, coeliac disease, or dietary requirement, you must inform us before ordering and before any food or drink is consumed.

Party & Play will provide allergen information as required by law and will take reasonable care in food preparation and handling. Food businesses in the UK must provide allergen information for prepacked and non-prepacked food and should make written allergen information easily available, supported by a conversation where needed.

However:

• food is prepared in a working kitchen and service environment;

• we cannot guarantee a completely allergen-free environment;

• cross-contact may occur.

It remains the responsibility of the parent, guardian, customer, or organiser to:

• tell us clearly about allergies before ordering;

• check that food ordered is suitable before it is consumed; and

• ensure that any child in their care only consumes suitable food.

Party & Play will not accept responsibility where a parent, guardian, customer, or organiser fails to tell us about a relevant allergy or orders food that is unsuitable despite the allergen information provided.

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11. Food and Drink Brought onto the Premises

No food or drink may be brought into the venue without our prior permission, except:

• baby food or infant formula; or

• items needed for genuine medical or allergy-related reasons, subject to our reasonable safety and hygiene requirements.

For parties, exclusive hire, or events, any outside food, cake, or catering must be approved by us in writing in advance.

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12. Prices and Payment

All prices are shown in pounds sterling and include VAT where applicable unless stated otherwise.

We reserve the right to change prices at any time for future bookings or purchases. Price changes will not affect bookings already confirmed, except in the case of obvious pricing errors.

Payment may be required in full at the time of booking, depending on the service purchased.

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13. Distance Selling and Online Bookings

Where bookings are made online, by phone, or otherwise at a distance, the rules on distance selling may apply. Before an order is placed, the business must provide key information including identity, contact details, price, cancellation conditions, and key contract terms, and must confirm the contract in a durable format such as email.

For services related to leisure activities supplied on a specific date or period, the usual 14-day cancellation right is generally excluded. That is commonly how timed admissions, party bookings, and exclusive hire are treated.

Nothing in these Terms affects your statutory rights.

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14. Photography, Video and CCTV

We may operate CCTV for safety, security, safeguarding, incident investigation, and crime prevention.

Customers may take photos or videos of children in their own group for personal use only, provided they do not film, photograph, or record other children, families, or staff without permission.

If we take promotional photographs or videos, we will only use identifiable images in accordance with our privacy procedures and any applicable consent process.

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15. Personal Property

Customers are responsible for their personal belongings at all times.

Party & Play does not accept responsibility for loss, theft, or damage to personal property unless caused by our negligence or another liability that cannot legally be excluded.

Buggies, shoes, coats, and items left in storage or buggy areas remain at your own risk.

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16. Damage to Property

You are responsible for any loss or damage caused by you or any child in your care through deliberate, reckless, or negligent behaviour.

We reserve the right to recover the reasonable cost of repair, replacement, or additional cleaning.

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17. Illness, Accidents and First Aid

Any accident, injury, incident, or near miss must be reported to a member of staff immediately.

Basic first aid may be given where appropriate by trained staff. In an emergency, we may contact emergency services and act reasonably in the best interests of the affected child or customer if a parent or guardian cannot be reached immediately.

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18. Hygiene and Clothing

For safety and hygiene reasons:

• socks must be worn where required;

• suitable clothing must be worn at all times;

• jewellery, badges, sharp accessories, and loose items should be removed before play where possible;

• nappies must be changed in designated changing facilities only.

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19. Promotions, Offers and Vouchers

Any promotions, discounts, vouchers, special offers, competitions, or marketing campaigns:

• are subject to availability;

• may be withdrawn or changed at any time;

• may not be combined with other offers unless expressly stated; and

• have no cash value unless required by law.

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20. Refusal of Entry and Removal

We may refuse entry or require a person to leave the venue without refund where reasonably necessary, including where:

• these Terms, the Play Rules, or staff instructions are breached;

• unsafe or abusive behaviour occurs;

• a person appears unwell and may pose a risk to others;

• a safeguarding, safety, hygiene, or operational concern arises; or

• admission would exceed safe capacity.

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21. Force Majeure

We are not liable for delay, cancellation, or failure to perform our obligations where this is caused by circumstances outside our reasonable control, including fire, flood, severe weather, utility failure, epidemic or pandemic restrictions, industrial action, government action, civil unrest, or similar events.

Where the booked service cannot be provided, we will act fairly and in accordance with applicable consumer law.

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22. Liability

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation; or

• any other liability that cannot legally be excluded or limited.

Subject to the above:

• adults are responsible for supervising children in their care;

• customers must follow the Play Rules, safety notices, and staff instructions;

• Party & Play is not liable for loss, damage, or injury arising from failure to follow those rules or from inadequate adult supervision;

• Party & Play is not liable for loss of personal property unless caused by our negligence.

UK consumer law requires consumer terms and notices to be fair, and businesses cannot rely on unfair terms to avoid responsibility when they are at fault.

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23. Complaints

If you have a complaint, please speak to a member of staff at the venue or contact us at:

Email: info@partyandplay.uk

We will investigate and respond within a reasonable time.

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24. Changes to These Terms

We may update these Terms and Conditions from time to time.

The version in force at the time of your booking, visit, or purchase will apply unless a change is required by law or for safety reasons.

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25. Governing Law

These Terms and Conditions are governed by the law of England and Wales.

Any dispute will be subject to the jurisdiction of the courts of England and Wales, unless applicable consumer law provides otherwise.