By booking a session at Playtrain, you agree to:

• Supervise the child or children in your care at all times.

• Purchasing a ticket is an acceptance of our Terms and Conditions.

• Once purchased, tickets cannot be refunded (unless the venue is forced to close).

• Sessions can be moved by informing Playtrain at least TWO FULL DAYS IN ADVANCE of your booked session via email at [email protected] We cannot guarantee you will be moved to a specific date or time.

• Parties can be moved by informing Playtrain at least FOUR FULL DAYS IN ADVANCE of your booked session via email at [email protected] We cannot guarantee you will be moved to a specific date or time.

• Emails to [email protected] cannot be read until the next day.

• We reserve the right to ask visitors to leave before the end of their play session if they are not following our rules of play or are feeling unwell.

• You must leave promptly when asked to leave at the end of the session.

• Playtrain cannot be held responsible for any accidents or injuries. This does not affect your statutory rights.

• While on the premises you and the child or children you have with you do not consume any food or drink that you have brought with you. (except baby (0-6 months) food.

• Alert a member of staff immediately if the child or children you have with you becomes sick or injured.

• Do not bring ill children to Playtrain.

• Do not leave hot drinks or food unattended.

• Playtrain cannot be held responsible for any loss, breakage or theft of your possessions.

• This activity centre is for children 8 years and under. Children of 9 to 15 are not permitted on any equipment.

We have worked very hard to bring you a safe and stimulating environment for your children to enjoy themselves and encourage early learning. Unfortunately, there are always risks. We have of course taken every reasonable step to ensure these risks are kept to a minimum. However, it is impossible to eliminate all risks completely.

• Age restrictions are in force for the safety of all children and our staff will enforce them.

• Footwear must not be worn in the softplay areas.

• Children and adults must wear socks or tights in the play centre at all times when not wearing footwear.

• No food, drinks, sweets or chewing gum are to be taken into the play areas.

  Cameras can be used at Playtrain, however, we ask you to be mindful of other customers and their privacy. Photos may only be taken of your children and their guests.

• Smoking is not permitted in Playtrain. We have provided an ashtray and bench under the outside stairs on the left-hand side of the building for smokers.

• Pens, buckles, jewellery, watches, money, phones, sharp objects etc must not be taken into the play frame by children or adults.

• Personal items must be left with parents/guardians. We cannot accept any responsibility for theft or loss of such items whilst on the premises.

• In the event of an emergency, staff will evacuate the play areas. Adults must refrain from entering the play frames in this circumstance. All customers are expected to exit the building immediately.

• Entry is via a security gate system and everybody is booked in and out of the centre by the receptionist. We back this up by CCTV monitoring of key areas within the play centre.

(Updated 14-10-21)

PARTY TERMS & CONDITIONS

Thank you for choosing Playtrain to hold your party, we would like to draw your attention to the following relevant Party Policies & Procedures below.

Party Payment

You will need to contact us on 01494 531 158 or [email protected] 3 days before your party and inform us of your final numbers and dietary requirements.

Cancellations

Your party booking payment is non-refundable. You have the option to re-schedule the party date, but you must do so at least 72 hours in advance of the booked party.

Final Payments

Final payments should be made before your party starts.

Please consider, when confirming your final party numbers, we are unable to offer any form of refund once your final payment has been processed.

• We are happy for you to call us up to 48 hours before your party to increase your numbers within reason and as long as you have not reached your maximum room/area capacity.

• Playtrain reserves the right to refuse extra party guests if you have reached your maximum capacity for your party area.

Party Parents’ Responsibilities

• The party parents will need to provide the reception with a completed party guest list on arrival, this will speed up your party entrance and personalise your party.

• It is the party parents’ responsibility to inform party guests to arrive no more than a few minutes before the party start time.

• Late comers will not receive additional time. We cannot restructure the party to accommodate.

• Parent guests bringing siblings that are not part of the party will need to book in advance online and will be charged at our standard entrance prices.

• It is the party parents’ responsibility to inform us if you require specialist dietary requirements.

• The party parents and adult guests are responsible for all party children at all times.

• The party parents should explain the Playtrain “Rules of Play” to the children.

• The party parents should ensure that all children are dressed appropriately.

• The party parent must ensure all children wear socks when using the equipment. It is advisable to bring spare socks on the day.

• No spray foam, poppers, streamers or piñatas are permitted.

• No decorations are permitted on the walls of the party room as this can cause damage.

• The party parent must ensure that all party children are collected by their parent or guardian at the end of the party time.

• The party parent must ensure that the party room is vacated with all belongings at the end of the allocated party time.

• No catering can be brought into Playtrain by the party parent or friends. All food items & beverages must be purchased from the Playtrain Café, apart from the birthday cake.

Party Policies & Procedures

• Management reserve the right to change the party room allocated at the time of booking without any prior notice.

• Playtrain reserves the right to close parts of the play frame, slides and remove equipment from use during our trading hours for any reason, without compensation. We will endeavour to inform you of any non-availability of any equipment or facility prior to a party.

Party Feedback and Grievance policy

• If you have any problems during your party, it is important that you speak to the Duty Manager immediately to enable swift resolution.

• In the unlikely event that the problem cannot be resolved at the time, please email full details of your grievance to [email protected] where your complaint will be thoroughly investigated following our internal complaints procedure.

NERF Parties

• Nerf parties are for 20 children or less.

• Nerf parties run from 4.30 till 6.30pm.

• Children under 6 will not be allowed to use the Nerf gun equipment.

• Children may not use their own equipment, only the Nerf equipment provided.

• Children under 6 will not be allowed in the main hall during a Nerf party for safety reasons.

PRIVACY POLICY

Playtrain Express LLP, trading as “Playtrain” whose registered offices are: Playtrain House, Lancaster Road, Cressex Industrial Estate, High Wycombe, Bucks HP12 3PY, United Kingdom.

Your Privacy

At Playtrain, we are committed to maintaining the trust and confidence of our customers, potential customers and visitors to our website. We do not sell or otherwise distribute the personal data of customers, visitors to our website or our mailing list. This Privacy Notice provides details of when and why we collect your personal information, how we use it, the limited conditions under which we may disclose it to others and how we keep it secure.

Collection and Use of Personal Information

Personal information means any information that may be used to identify you, such as, your name, title, phone number, email address, or postal address.

Website

In general, you can browse our website without giving us any personal information. We use Google Analytics to analyse traffic to our website to understand visitors’ needs and to help ensure that the site provides relevant and useful information. We collect only anonymous, aggregate statistics. For example, we do not tie a specific visit to a specific IP address. However, there are additional activities on our site that require you to be registered. For example, to receive our newsletter. As part of the registration process, we collect personal information to enable us to send you our newsletter and marketing emails relating to forthcoming events and exclusive offers. We may also contact you to check that our records are correct.

Links to Other Websites

Our website will contain links to information on other websites that we do not control. On websites we do not control, we cannot be responsible for the protection and privacy of any information that you provide while visiting those sites. Those sites are not governed by this Privacy Policy, and if you have questions about how a site uses your information, you will need to check that site’s privacy statement. By using our website, you consent to the collection and use of the information you provide to us as outlined in this Privacy Policy.

Marketing Data

For people who have signed up to receive our marketing newsletters and emails we collect and store your name and email address. By signing up to our mailing list, you consent to the collection and use of the information you provide to us as outlined in this Privacy Policy.

Client Data for Party Bookings

If you are booking a party online we will hold personal details such as your name, phone numbers, email address and postal address as well as the name and age of your birthday child. This information is held for 13 months following the date of your party and is then deleted. You will be sent details of how you can edit/view this information within your party booking confirmation email. We will ask all new customers for their consent to receive marketing emails, newsletters, offers, events and information from Playtrain.

Client Data for Playtrain Wi-Fi (Wireless Social) PlusNet is our Wi-Fi provider. To view their privacy policy, click here: www.plus.net/help/legal/privacy-policy. We will ask all new customers for their consent to receive marketing emails, newsletters, offers, events and information on Playtrain.

CCTV

We will hold CCTV footage recorded while visiting our centre for general health & safety and for child safeguarding purposes. This information is held on a secure hard drive and is deleted every 30 days. This will only be released to and by the request of the police.

Recruitment

We will hold personal data in the form of CVs and job applications. This data is only used for the purposes of staff recruitment and to provide assurance of our competence to deliver services to current and prospective customers. This information is held on a secure server. If we don’t contact you, your information will be destroyed within 13 months.

Access to Your Personal Information

You are entitled to access any of the personal information we hold on you. To access, update or remove any of this information, simply email your request to [email protected]

Updating Your Personal Information and Unsubscribing

You can unsubscribe to general mailings at anytime by clicking the unsubscribe link at the bottom of any of our marketing emails or by emailing [email protected] If you have any questions or concerns about our collection, use or disclosure of your personal information, please drop us a line at [email protected] If you want us to remove any personal data we hold about you, please contact us at [email protected] and we will process this request within one month. Data will be removed in line with the requirements of the GDPR.

How long will we keep your data for?

If we don’t receive any interaction from you in 13 months we will delete your data.

Updates to this notice

We may change this Privacy Notice from time to time, the latest version of the notice will always be published on our website so please check back occasionally.

Cookie Policy

Cookies, Analytics and Traffic Data
Cookies are small text files stored on your device. We use cookies to help us provide you with a personalised service and to help make our website and services better for you. We are not able to identify any individual from traffic data or site statistics. Our cookies may be session cookies (temporary cookies that identify and track users within our website, which are deleted when you close your browser) or persistent cookies (cookies which enable our website, to “remember” who you are and to remember your preferences within our websites, and which will stay on your computer or device after you close your browser or leave your session in the application or service).

We use the following different types of cookies:

Strictly necessary cookies – These are cookies which are needed for our website to function properly, for example, these cookies allow you to access secure areas of our website i.e. booking a party. Performance cookies and analytics technologies – These cookies collect information about how visitors and users use our websites, for instance which functionality visitors use most often, and if they get error messages from areas of the websites. These cookies don’t collect information that identifies a visitor or user. All information these cookies collect is aggregated and therefore anonymous. We only use these cookies to improve how our website works. Functionality cookies – These cookies allow our websites to remember choices you make (such as your language or the region you are in) and provide enhanced, more personal features. These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites. Google Analytics – Google Analytics uses cookies, to help the website analyse how users use the websites, applications or services. The information generated by the cookie about your use of the websites, applications or services (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the websites, applications or services compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google will not associate your IP address with any other data held by Google. You may refuse the use of cookies by selecting the appropriate settings on your browser or within the application, however please note that if you do this you may not be able to use the full functionality of this website. By using our websites, applications or services you consent to the processing of data about you by Google in the manner and for the purposes set out above. To find out more, see “How Google uses data when you use our partners’ sites or apps”, (located at www.google.com/policies/privacy/partners/ or any other URL Google may provide from time to time).To opt out of being tracked by Google Analytics across all websites visit: http://tools.google.com/dlpage/gaoptout

Ad Words

We use AdWords to drive customers to our website. Through this link there is conversion tracking. This provides basic information to us about how effective the ad is and what a user searched for the advert to appear.