Rules of play

Our aim is to provide a safe, clean and enjoyable environment where children can explore, imagine and play. By entering our premises, all visitors agree to comply with these Rules of Play and to follow any instructions given by our team. Failure to follow these rules may result in you being asked to leave the premises without a refund.

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Admission & Session Times

• Hero Town welcomes children and their accompanying adults.

• Adults who are not accompanying a child, or who are not part of a group including

children, will not be permitted entry.

• All play sessions have a fixed start and finish time.

• We recommend arriving a few minutes before your booked session to allow time for

check-in.

• If you arrive late, your session will still finish at the original allocated end time.

• Unused play time resulting from late arrival cannot be extended, refunded or carried

over to another session.

• Management reserves the right to refuse admission where appropriate.

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Supervision

• All children must be accompanied and supervised by a responsible adult aged 18

years or over for the entire duration of their visit.

• Hero Town staff monitor the safety and cleanliness of the play environment but

are not responsible for supervising children.

• Parents and carers remain responsible for the behaviour, safety and wellbeing of the

children in their care at all times.

• Children under 3 years of age, or those who are likely to place objects in their

mouths, must be closely supervised due to the variety of toys, props and play

resources available throughout the centre.

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Play Areas

Hero Town offers two unique play experiences:

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Role Play Village

• Suitable for children aged 0–8 years.

• Children should enjoy imaginative play whilst respecting other children and the play

environment.

• Toys and resources should remain within the Role Play Village and must not be

removed from the premises.

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Soft Play Area

• Suitable for children aged 2–10 years.

• Children should only use equipment appropriate to their age, size and ability.

• Please observe all age, height and safety signage displayed throughout the soft play

area.

• Younger children should always be closely supervised when using the equipment.

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Safe Play

At Hero Town we encourage everyone to follow our simple motto:

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Be Fair • Be Kind • Be Polite

To ensure everyone has a fun and an enjoyable visit, we ask that all children and adults

behave respectfully towards one another.

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Please;

• Play safely and respectfully.

• Take turns and be considerate of younger children.

• Follow instructions given by Hero Town staff.

• Use all equipment only as intended.

• Report any damaged equipment immediately.

• Leave all Hero Town toys and resources behind when you leave.

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Please Do Not;

• Run within the Role Play Village or café.

• Climb on furniture, barriers, safety netting or the outside of the soft play equipment.

• Push, fight, wrestle or engage in rough play.

• Bully, intimidate or deliberately upset others.

• Use abusive, offensive or inappropriate language.

• Throw toys, balls or equipment.

• Block slide exits or climb up slides

• Remove Hero Town property from the premises.

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Dangerous, disruptive or abusive behaviour will not be tolerated. Any individual or group

behaving in a manner that places others at risk or affects the enjoyment of other visitors,

may be asked to leave without refund.

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Soft Play Safety

• When using the soft play equipment:

• Socks must be worn by everyone entering the play frame.

• Shoes must be removed before entering the play equipment.

• Bare feet are not permitted.

• Loose clothing, scarves, drawstrings and jewellery should be removed or secured

before playing.

• Food, drinks, chewing gum and sweets are not permitted within the play equipment.

• Slides should always be used feet first, top to bottom of the side.

• Please be aware of smaller children using the equipment and play with consideration

for others.

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Food & Drink

• Food and drinks are only permitted within the designated café seating area.

• No food or drinks are permitted within the Role Play Village or Soft Play Area.

• Only food and drinks purchased from the Hero Town café may be consumed on the

premises.

• Exceptions are made for baby food, infant formula and food required for medical or

special dietary reasons.

• If your child has specific dietary requirements, please speak to a member of the

management team before consuming your own food.

• No Nuts – we are a nut free site (no exceptions, even for party hire).

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Babies

• Baby areas are for designated 0-12 months old only.

• Older siblings should not enter baby play zones.

• Parents should remain close to young children.

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Special Educational Needs & Disabilities

• We welcome all children.

• Parents and carers know their child's abilities best and should supervise accordingly.

• Please speak to a member of staff if you require any assistance.

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Smoking & Vaping

For the comfort, health and safety of all visitors:

• Smoking and vaping are strictly prohibited anywhere inside Hero Town.

• Smoking and vaping are also not permitted within the Hero Town garden or any

outdoor play areas.

• Visitors wishing to smoke or vape must leave the premises and do so away from

entrances and exits.

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Health & Hygiene

For the wellbeing of all visitors, please do not visit Hero Town if you or your child:

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• Have experienced sickness or diarrhoea within the previous 48 hours.

• Have a contagious illness or infectious skin condition.

• Have a high temperature or are otherwise unwell.

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Please help us maintain a clean environment by encouraging regular hand washing and

disposing of rubbish responsibly.

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Please help us keep the centre clean by:

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• Washing hands before entering the role play and soft plat areas.

• Using hand sanitiser provided.

• Disposing of rubbish correctly.

• Informing staff of any accidents or spillages.

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Safeguarding

Hero Town is committed to safeguarding and promoting the welfare of all children.

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• The safety and wellbeing of every child is our highest priority.

• If you have any concerns regarding the welfare or safety of a child whilst visiting

Hero Town, please speak immediately to a member of staff.

• All safeguarding concerns will be treated seriously and managed in accordance with

our safeguarding procedures.

• Our staff have a duty to act where they believe a child may be at risk of harm.

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Accidents & Safety

• All accidents, injuries, spillages, hazards or damaged equipment must be reported

immediately to a member of staff.

• Our team will provide appropriate assistance and record incidents where necessary.

• Hero Town cannot accept responsibility for accidents arising from unsafe behaviour,

inadequate supervision or not following our rules of play by the responsible adult

and child.

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Please report:

• Any injury

• Equipment damage

• Spillages

• Hazards

• Lost children

All accidents will be recorded.

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Equipment & Resources

Our toys and equipment are inspected regularly to ensure they remain safe and enjoyable

for everyone.

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Please:

• Report any damaged equipment immediately.

• Treat all toys, props and equipment with care.

• Return toys to their correct areas where possible.

• Ensure no Hero Town resources leave the building.

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We appreciate that children occasionally take small items home by mistake. If this happens,

we would be grateful if they could be returned during your next visit.

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Photography

Photography of your own children is permitted.

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Please respect the privacy of other visitors and avoid photographing children who are not

part of your group.

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Commercial photography or filming is only permitted with prior management approval.

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Lost Property

Personal belongings are brought onto the premises at the owner's risk.

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Hero Town accepts no responsibility for lost, stolen or damaged belongings.

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Lost property will be retained for a reasonable period before disposal.

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Emergency Procedures

If the fire alarm sounds or an emergency evacuation is required:

• Stop playing immediately.

• Follow the instructions of Hero Town staff.

• Leave the building by the nearest available emergency exit.

• Proceed directly to the designated assembly point.

• Do not re-enter the building until authorised to do so.

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End of Session

The final 10 minutes of each play session are designated tidy-up time.

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We encourage all children and accompanying adults to help return toys and resources to

their correct places before leaving. This helps us prepare the centre for the next families and

encourages children to care for shared play spaces.

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All sessions finish promptly at the allocated booking end time. Visitors are expected to leave

the play areas when requested by staff. Any unused time due to late arrival cannot be

refunded, transferred or carried over to another session.

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Right of Admission

Management reserves the right to:

• Refuse admission.

• Remove any individual or group whose behaviour is unsafe, abusive, disruptive or

contrary to these Rules of Play.

• Close areas of the facility temporarily for cleaning, maintenance or safety reasons.

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No refund will be offered where visitors are asked to leave for failing to comply with these

Rules of Play.

CCTV

For the safety and security of our visitors, staff and premises, CCTV is in operation

throughout Hero Town, including the entrance, café, Role Play Village, Soft Play Area and

external areas where appropriate.

 

Images are recorded for the purposes of:

• Protecting the safety and welfare of visitors and staff.

• Preventing and detecting crime, anti-social behaviour and damage to property.

• Assisting with the investigation of accidents and incidents.

• Supporting insurance claims where appropriate.

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CCTV recordings are managed in accordance with applicable data protection legislation and

are only accessed by authorised personnel or shared with the police, insurers or other

authorised bodies where legally required or appropriate. Hero Town are not permitted to

share CCTV with customers, unless otherwise instructed to do so by police / insurance

company as part of an active police or insurance investigation.

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By entering Hero Town, you acknowledge that CCTV recording is in operation throughout

the premises.

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Liability

Whilst every reasonable precaution is taken to provide a safe environment, children play at

their own risk. Hero Town cannot accept responsibility for accidents arising from unsafe

behaviour or a lack of appropriate supervision by the responsible adult.

Thank you for helping us make Hero Town a safe, welcoming and enjoyable place for every

family.

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Parties

Our party packages and booking structure are detailed on our website under

the ‘Parties’ section. All party bookings must comply with the following terms:

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• All Role Play & Soft Play rules and conditions (as above) apply to party bookings and

private hire of Hero Town.

• All parties are self-catered. As an exception to our general policy, outside food and

drinks are permitted for party bookings only.

• Hero Town accepts no responsibility or liability for any illness, allergic reaction, or

food-related incident arising from self-catered food brought onto the premises.

• All party food must be completely nut-free. This includes all ingredients and products

brought into the venue to help protect guests with severe allergies.

• You are welcome to bring decorations for your party. However, the following items

are strictly prohibited:

• Table confetti / Confetti balloons / Confetti cannons or confetti bombs

Any prohibited decorations brought into the venue may be refused entry or asked to be

removed to help maintain a safe, clean, and enjoyable environment for all guests.

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