About Us

Registered office: Unit 5C Norton Industrial Estate, Bellerton Lane, Stoke-on-Trent, Staffordshire, ST6 8ED

Business registration number 15223414

Telephone number 01782 976833

Email address hello@onceuponatimestaffs.co.uk

 

To ensure the best service possible to all guests attending Once Upon a Time, we have set the following terms and conditions. Please take the time to read them and feel free to contact us if you have any further questions.

 

All individuals, including carers and children, are subject to accepting the stated terms and conditions prior to booking and visiting Once Upon a Time.

 

Entry and Supervision

•Children must be accompanied by a parent or adult guardian of 18 years or over and are to be supervised at all times. Once Upon a Time are not responsible for the supervision of children at any time.

•Adults are not permitted to enter the venue unless they are accompanying a child.

•Once Upon a Time have the right to refuse admission or ask visitors to leave at any time. Abusive language or behaviour towards staff or customers will not be tolerated and you will be asked to leave immediately without refund.

•Only assistance animals are permitted at Once Upon a Time.

 

Illness

•Children who are or have been unwell should not attend the venue for at least 48 hours.

•If a child becomes unwell whilst attending, they will be asked to leave and will not be permitted to return for a minimum of 48 hours.

 

Safe and Appropriate Behaviour

•Parents or guardians should make sure that children understand and follow safe and appropriate behaviour.

•Management will not tolerate bullying or inappropriate language or behaviour. Please respect other people in our venue and encourage children to do so as well.

•Children should be discouraged from running and throwing objects within the venue.

•Please report spillages, accidents, injuries or faulty equipment to a member of staff so that we can deal with the issue quickly and efficiently.

•You may be asked to pay for damages where it is found to be intentional.

•The targeted age group for our venue is 8 years and under. However, some equipment is designed for children ages 3 and over, for this reason children under 3 will require strict parent supervision.

•Smoking, vaping, alcohol and illegal substances will not be tolerated on site. Anyone smoking/vaping or deemed to be intoxicated will be asked to leave immediately.

 

Food and Drink

•Please keep food and drink within the seated area. No food or drink is allowed in the play areas.

•Only food and drink purchased within the venue is to be consumed, with exceptions for some dietary conditions.

 

Keeping Items Safe

•Once Upon a Time cannot accept responsibility for any loss or theft of customer belongings. We recommend keeping your valuable items with you at all times.

•We do have on-site parking which is available on a first come, first serve basis. Customers cars are left at their own risk. Once Upon a Time do not accept liability for theft, damage or accidents.

 

Videos and Photography

•For safeguarding reasons, please be careful not to photograph or video other people’s children. The privacy of all visitors must be respected at all times.

 

Bookings and Cancellations

•When booking a play session at Once Upon a Time, customers are subject to accepting all terms and conditions. These terms and conditions must be followed by everyone attending, including adults and children.

•Bookings are non-refundable. •Amendments to bookings may be possible at the managers discretion if enough notice is given.

•Tickets or vouchers sold via a third parties are not valid. Tickets can only be purchased at www.onceuponatimestaffs.co.uk . Once Upon a Time do not accept tickets or vouchers from any unauthorised source, admission will be refused.

•All customers who have pre booked play sessions via the website will receive a confirmation email. This booking email is required upon arrival.

 

Play Sessions and Opening Times

•Doors will open five minutes before the pre-booked play session. The session will end around 5 minutes before the end time to allow time to gather possessions and get ready to leave. Please leave promptly at the end time of the session.

•Each session runs for 90 minutes. At the end of the sessions please encourage your children to help to tidy away a few things to help us to prepare for the next session.

•Any late arrivals for the session will still be allowed entry, however there will be no additional time and they will be expected to leave at the end of the stated time for the session booked.

•Once Upon a Time will close for 30 minutes in between sessions for cleaning.

•Opening hours and play session times can be found on the website. Any changes to this will be advertised where possible on our website and social media.

 

Responsibility

Once Upon a time are pleased to provide this facility and whilst we work hard to ensure it is as safe as possible, accidents can still occasionally happen.

We cannot therefore accept responsibility for injury or damage to clothing whilst using the play village. We are not a childcare facility and so continual parental supervision is essential.