Policies and Procedures
Age Limits and Restrictions
- Our playground is designed for children aged 2 to 12 years. However, children outside this age range can participate in different activities outside the playground.
- For the safety of our little explorers, children who cause disruptions will receive a first warning. After a second warning, they will not be allowed to stay in the play area, and after a third, they will be asked to leave the premises without a refund.
Food and Usage Rules
- Bringing food and drinks from outside is not allowed, except for baby food and snacks for our little visitors.
- The only exception is birthday cakes brought from outside, as agreed in advance with our team.
- To maintain a safe and clean environment, please consume food in designated areas, away from the play zones. Water bottles are allowed in the play areas, but other drinks (juice, soda, etc.) should be enjoyed in the dining areas.
- To ensure the safety of children with allergies, please inform us of any food allergies your child may have.
- Supervision Required: Parents or guardians must supervise children while they eat to prevent choking hazards and ensure that children remain seated during meals.
Maximum Capacity
- To avoid overcrowding and ensure the highest level of service, our play zones have a limited capacity of 20 children per slot in the Castle Soft Play area and 12 children per slot in the Hot Wheels Track area.
- Family Play is intended exclusively for siblings who are within the appropriate age range for the designated play area. Our staff may ask you to provide documents proving the family relationship. If such documents are not presented, two individual entries will be charged.
- The Group Play has a fixed capacity of 15 children. This private booking is designed for group reservations with friends or learning groups.
Allowed Time / Cancellations / Refunds
- Each session lasts 2 hours (120 minutes) and cannot exceed this duration.
- We accept cancellations in case a medical condition of a child is proven by a doctor. The cancellations must be made at least 24 hours before the reserved time to receive credit for another date. We don’t offer refunds, only credit. There is a strict NO credit /NO refund policy for ALL last-minute cancellations (within 24 hours) or on the same day. No exceptions.
Hygiene
- If your child is feeling unwell, has a fever, or shows other symptoms, please keep them at home until they are strong enough to play in a public space.
- Please make sure to remove your shoes before entering the play area. Grip socks are mandatory for children. We also have them available for purchase.
- Before leaving, please ensure that you place any toys that your children have put in their mouths into one of our “Yucky Buckets” – these are available at reception.
Videos and Photos
- I agree that the management of the facility may record video via CCTV cameras and share the video link with all parents of children in the same area. I understand that this procedure is carried out for the safety of all children and that it is an added benefit for me.
- I authorize the facility to take photos and record videos for publication on its social media pages.
- I understand that I am not allowed to photograph or record videos of other children, except for my own.
- If you enjoyed your playtime, speak to one of our staff members about purchasing an entry package to save. We’d love to see you again soon!
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