Ticket Entry Terms & Conditions

Ticket and Entry Terms & Conditions

All customers purchasing a ticket to play at The Children’s Play Village are subject to accepting of the following Terms and Conditions. Please read the Terms & Conditions carefully prior to purchasing any tickets.

Information About Us

The Children’s Play Village & Entertainment Ltd is registered in England and Wales under the company number 09479638 and our registered address is: Hampton Road, Budbrooke, Warwick, CV35 8HA which our trading address and address for correspondence.

If you have any queries regarding The Children’s Play Village and the services we offer, or complaints you can contact us on hello@childrensplayvillage.co.uk and a member of the team will contact you.

Supervision of Children

1.0 All parents/guardians accept full responsibility for the supervision of their child/children whilst at The Children’s Play Village. Staff at The Children’s Play Village are present to enhance the play experience of your child during a play session, however, they are not responsible for the supervision and behaviour of children.

Changes to Bookings, Transfers & Cancellations (Excluding Christmas Bookings)

1.1 All children playing at The Children’s Play Village must purchase a ticket which entitles entry to the play areas.

1.2 The ticket price includes admission for entry to The Children’s Play Village and all activities offered by our Character Performers for one 2.5 hour play session.

1.3 All children admitted to The Children’s Play Village must hold a valid ticket obtained via our website’s online booking system or on entry. Tickets cannot be purchased and will not be accepted by third party ticket providers.

1.4 The ticket price excludes food and beverage and access to private parties/events. Activities provided by an external provider may be subject to separate fees and will be advertised accordingly.

1.5 All customers with pre-booked tickets will receive email confirmation along with a booking reference which acts as proof of purchase. Please check you have received this email following purchase. Your booking reference is required upon arrival as proof of purchase to gain access to The Children’s Play Village. We take no responsibility should you not receive this email due to reasons outside of our control e.g. junk or spam filtering.

1.6 The person purchasing tickets accepts these Terms & Conditions on behalf of every visitor and is responsible for ensuring these Terms are communicated to and followed by visitors attending.

1.7 Customers with pre-booked tickets are given priority entry and we cannot guarantee entry for visitors without prior online booking.

1.8 Adults are required to purchase a ticket. An ‘adult’ is a parent or guardian over the age of 18 years entering with a child.

1.9 All tickets purchased (with the exception of our Christmas event tickets – see below session 6.0) are non-refundable. If you wish to change your booking you must contact us by email at hello@childrensplayvillage.co.uk giving us 24 hours notice prior to the start time of the original pre-booked play session and you will be offered the opportunity to move your booking to an alternative date. If you are choosing to change your booking to an alternative date, the new play session date must be within 6 months of the original pre-booked play session.

2.0 Ticket prices may change from time to time and our booking systems will be updated accordingly.

2.1 In circumstances beyond our control, we reserve the right to cancel a Ticket. We will endeavour to notify you as soon as we become aware that this is necessary.  All bookings are non-refundable, if we are required to close our venue on the date of your visit due to circumstances beyond our control including Coronavirus restrictions we will contact you as soon as is practicable and transfer your booking to a date of your choosing.

Our Play Session Times & Closures 

2.2 The Children’s Play Village opening hours are 9.30am – 6pm, 7 days per week excluding key holiday dates which will be advertised on The Children’s Play Village website.

2.3 The Children’s Play Village operates 3 play sessions per day each for a 2.5 hour period. The first play session starts at 9.30 – 12pm, the second at 12.30pm – 3pm and the third at 3.30pm – 6pm.

2.4 You are asked to arrive at The Children’s Play Village no sooner 5 minutes before your play session starts. Visitors Children will not be permitted to play until their play session begins.

2.5 Customers who arrive after the start of their play session will be required to leave at the end of their play session as per their booking.

2.6 All visitors must leave The Children’s Play Village at the end of their play session unless purchasing food and beverage from The Children’s Play Village Bistro.

2.7 Following each play session The Children’s Play Village will close for 30 mins to allow staff to tidy, clean and reset role play areas for visitors in the next play session.

2.8 On rare occasions The Children’s Play Village opening hours may be subject to change without prior notice and every effort will be made by The Children’s Play Village to communicate this as widely as possible via social media, our website and newsletter.

2.9 The Children’s Play Village reserve the right to close all or part of the play village should there be a risk to the safety and security of visitors and staff.

Rules of Entry

3.0 The Children’s Play Village provides play provision for children of all ages and until their enjoyment of role play ceases.

3.1 All children entering The Children’s Play Village must be accompanied by an adult, 18 years and older. All babies, pre-walkers, toddlers and children must be supervised by a parent/carer at all times.

3.2 Any child or adult causing wilful damage to the facilities, fixtures or fittings will be liable to pay for any damage caused.

3.3 The Children’s Play Village have the right to ask a person to leave should they evade our rules of entry and play.

3.4 The Children’s Play Village have the right to ask a person to leave should they pose a danger or threat to staff or customers. Fighting, bullying, abusive language or illegal activity of any kind will not be tolerated and will be asked to leave without refund.

3.5 To prevent the spread of infection children who are unwell, or who have been unwell, must not visit The Children’s Play Village for 48 hours.  Our refund policy applies and transfers require a minimum of 24 hours notice.

3.6 If a child or adult becomes sick or infectious whilst at The Children’s Play Village they will politely be asked to leave.

3.7 With the exception of school parties, outside food and beverage cannot be consumed on The Children’s Play Village premises unless agreed with management.

3.8 Food or drinks (hot or cold) are not permitted anywhere within The Children’s Play Village other than designated visitor areas.

3.9 The Children’s Play Village is a smoke free facility and smoking is prohibited anywhere on our site, including the use of e-cigarettes.

4.0 No pets or animals are permitted except for assistance animals.

Photography, Camera and Mobile Devises

4.1 The privacy of other visitors must be respected. Visitors can take photographs of their own children for personal, private, non-commercial purposes only.   Unless permission has been expressly granted by us, pictures and images cannot be reproduced in any format or media other than for private viewing.

4.2 The Children’s Play Village only shares photographs of children playing on our website, social media or promotional materials with prior written consent from parents/carers.

Security & Safety

4.3 CCTV systems are installed externally and internally at The Children’s Play Village to enhance the security of the building. The Intended purpose of CCTV is for:

  • Protecting the building and its assets both during and after opening hours.
  • Reducing the incidence of crime and anti-social behaviour.
  • Assist in identifying, apprehending and prosecuting offenders of criminal activities.

4.4 Video monitoring of public areas on our premises is for security purposes only and is limited to uses that do not violate the individual’s reasonable expectation to privacy.

To read our full Privacy Policy, please click here.

COVID 19 Specific Statement

5.0 We reserve the right to refuse entry or end the visit of any guest or group who has breached the protocols within our COVID 19 guidelines published on our website. Our full and up to date COVID 19 protocols can be found here and should be read prior to your visit as these may change in line with government restrictions.

Changes to Christmas Bookings, Transfers & Cancellations 

6.0 If we are forced to close on the date of your visit due to a change in the local Coronavirus restrictions we will send you a gift voucher for the value of your 30% deposit. These vouchers will have a 2 year lifespan and can be used to re-book a future visit.

6.1 If you have already paid the balance in full and we are forced to close on the date of your visit due to a change in the local Coronavirus restrictions we will refund 70% of your payment by recrediting the amount to the card that the payment was made and issue a voucher for the 30% you paid as a deposit.

6.2 If we are open and able to welcome you but you are unable to attend we cannot under any circumstances offer any refund or voucher outside of our terms and conditions (see below).

6.3 If you wish to cancel your visit you will only be eligible for a voucher to the value of the 30% deposit paid at the time of booking. To be eligible for this voucher you must provide 72 hours notice prior to the start of your session. These vouchers will have a 2 year lifespan and can be used to re-book a future visit. We cannot refund the remaining value of your booking unless we, as a venue, are unable to open due to local Coronavirus restrictions or other events outside our control.

6.4 Changes to bookings can only be made with 72 hours notice of the start time of your booked visit and are subject to availability. If you can no longer attend your booked visit you will only be eligible for a voucher to the value of the 30% deposit paid at the time of booking. These vouchers will have a 2 year lifespan and can be used to re-book a future visit.

6.5 To be eligible for this voucher you must provide 72 hours notice or more prior to the start of your session. If you wish to cancel your booking giving less than 72 hours notice then you will not be eligible for any refund by way of voucher, however, you are able to transfer your tickets to friends/and or family.

6.6 All bookings must be made online. Unfortunately, we cannot take bookings over the telephone. If there is a circumstance when we need to issue a refund or voucher we will require all of the details provided by guests when booking online. Telephone bookings do not always capture these details and make any refund potentially difficult to process.

6.7 The balance of the booking must be made within 2 weeks of the booked visit. You will receive an email reminder 3 days before the final payment deadline. Please check your Junk or Spam folders for our Confirmation and Balance Payment Reminder emails as we cannot contact guests via telephone to issue reminders.

6.8 If the balance of the booking has not been made by the payment deadline the booking will be cancelled and tickets made available for re-sale. The 30% deposit will not be refunded.

6.9 Any request to change or cancel a booking must be made by email. You should send your request to hello@childrensplayvillage.co.uk and include your booking reference. This will provide you with a record of the request. We cannot take requests to change or cancel bookings over the telephone.