Terms and conditions
Hero Town – Terms & Conditions
These Terms & Conditions apply to all visitors to Hero Town. By making a booking,
purchasing admission or entering the premises, you agree to comply with these Terms & Conditions together with Hero Town's Rules of Play.
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1. Introduction
Hero Town is an indoor children's play centre offering a Role Play Village for children
aged 0–8 years and a Soft Play Area for children aged 2–10 years.
Our aim is to provide a safe, clean and enjoyable environment where children can play, explore and learn through imaginative and active play. The safety and enjoyment of all visitors is our priority. We therefore ask all guests to comply with these Terms & Conditions and our Rules of Play at all times.
Management reserves the right to amend these Terms & Conditions without prior notice.
The latest version will always be available on our website and at reception.
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2. Definitions
For the purpose of these Terms & Conditions:
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"Hero Town", "we", "our" or "us" refers to Hero Town, its owners, employees and
authorised representatives.
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"Customer" means any person making a booking or entering the premises.
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"Responsible Adult" means a parent, guardian or person aged 18 years or over who is
responsible for supervising a child throughout their visit.
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"Child" means any person under the age of 16 years visiting Hero Town.
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"Role Play Village" refers to the themed imaginative play area designed for children aged 0–8 years.
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"Soft Play Area" refers to the indoor soft play equipment designed for children aged 2–10
years.
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"Session" means the allocated play period booked by the customer.
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3. Bookings & Admission
3.1 All play sessions should be booked in advance via the Hero Town website. Walk-in
admissions are subject to availability.
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3.2 Admission is only valid for the date and session time shown on your booking
confirmation.
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3.3 Entry is only permitted after full payment has been received unless otherwise agreed by
management.
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3.4 Hero Town reserves the right to refuse admission where:
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• Maximum capacity has been reached.
• A booking cannot be verified.
• Visitors fail to comply with these Terms & Conditions or the Rules of Play.
• Admission may compromise the safety or enjoyment of other visitors.
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3.5 Hero Town is a children's play centre. Adults who are not accompanying a child, or who
are not part of a family or group including children, will not be admitted.
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3.6 Entry fees cover admission only unless otherwise stated. Food, drinks, parties and
additional activities may incur separate charges.
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3.7 Entry prices are published on our website and may be amended without prior notice.
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4. Session Times & Late Arrivals
4.1 Play sessions operate for the duration advertised at the time of booking.
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4.2 Customers are encouraged to arrive five minutes before their allocated session to allow
time for check-in.
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4.3 Sessions begin and end at the advertised times.
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4.4 Customers arriving after their session has started will be admitted where possible;
however, the session will still finish at the original scheduled end time.
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4.5 Unused play time resulting from late arrival cannot be extended, refunded, transferred
or carried forward.
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4.6 A reminder will normally be given approximately ten minutes before the end of each
session to allow families time to finish playing and prepare to leave.
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4.7 Visitors are expected to leave the play areas promptly at the end of their allocated
session to allow staff sufficient time to clean, inspect and prepare the facilities for incoming
guests.
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5. Supervision of Children
5.1 Every child must be accompanied by a responsible adult aged 18 years or over for the
entire duration of their visit.
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5.2 Hero Town staff supervise the operation of the facility and monitor the safety of the play
environment but do not provide child supervision.
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5.3 Parents and carers remain fully responsible for:
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• The supervision of children in their care.
• Their children's behaviour.
• Ensuring children use equipment appropriate to their age, size and ability.
• Ensuring children follow the Rules of Play.
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5.4 Children under the age of three years, or children 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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5.5 Responsible adults should regularly check on children using the Soft Play Area and
remain available throughout the visit.
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6. Age Requirements
Hero Town provides two separate play experiences designed for different age groups.
Role Play Village
• Suitable for children aged 0–8 years.
• Children should use the toys, props and equipment respectfully and as intended.
• Older children should remain mindful of younger visitors using the Role Play Village.
Soft Play Area
• Suitable for children aged 2–10 years.
• Children should only use equipment suitable for their age, height and ability.
• Parents and carers should ensure children remain within the appropriate play areas.
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Hero Town reserves the right to restrict access to any play area where age, height or safety
requirements are not met.
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7. Health & Hygiene
7.1 To help protect the health of all visitors, children and adults must not visit Hero Town if
they:
• Have experienced sickness or diarrhoea within the previous 48 hours.
• Have a contagious illness.
• Have an infectious skin condition.
• Have a high temperature or are otherwise unwell.
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7.2 Visitors who become unwell whilst on the premises may be asked to leave in the
interests of protecting other guests.
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7.3 No refunds or credits will be issued where a visit is cancelled or shortened due to illness
unless required by law or agreed at management's discretion.
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7.4 Parents and carers are encouraged to ensure children wash or sanitise their hands
before eating, after using the toilet and after play.
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7.5 Hero Town carries out regular cleaning and sanitisation throughout the day. Visitors are
asked to help maintain a clean environment by disposing of litter responsibly and reporting
any spillages or hazards to a member of staff.
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7.6 All accidents, injuries, damaged equipment or safety concerns must be reported
immediately to a member of staff so appropriate assistance can be provided and the
incident recorded.
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7.7 For the safety of all visitors, Hero Town reserves the right to refuse admission to anyone
whose condition may present a risk to themselves or others.
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8. Food & Drink
8.1 To maintain a clean and safe environment, food and drinks must only be consumed in
the designated caf. seating area.
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8.2 Food, drinks, sweets and chewing gum are not permitted within the Role Play Village or
Soft Play Area.
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8.3 Only food and beverages purchased from the Hero Town caf. may be consumed on the
premises.
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8.4 Exceptions are made for:
• Baby food and infant formula.
• Food required for medical reasons or specific dietary requirements.
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8.5 If you or your child has a food allergy or dietary requirement, please speak to a member
of staff before consuming food brought onto the premises.
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8.6 Hero Town accepts no responsibility for allergic reactions to food brought onto the
premises by customers or other visitors.
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9. Behaviour & Use of the Facilities
9.1 Hero Town aims to provide a safe, welcoming and enjoyable environment for every
family. All visitors are expected to behave respectfully towards staff and other guests.
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9.2 We ask everyone to follow our simple motto: Be Fair • Be Kind • Be Polite
9.3 The following behaviour is not permitted:
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• Bullying or intimidating others.
• Fighting, pushing, kicking, hitting or rough play.
• Running within the caf. or Role Play Village.
• Climbing on furniture, barriers, safety netting or the outside of the soft play
equipment.
• Throwing toys, balls or equipment.
• Deliberately damaging toys, equipment or property.
• Offensive, abusive or threatening language or behaviour.
• Any behaviour that places other visitors or staff at risk.
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9.4 Visitors must follow all safety signage and any reasonable instructions given by Hero Town staff.
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9.5 Parents and carers remain responsible for ensuring that children in their care behave appropriately throughout their visit.
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9.6 Hero Town reserves the right to remove any individual or group whose behaviour is considered unsafe, disruptive or abusive. In these circumstances, no refund or
compensation will be offered.
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9.7 Any person causing deliberate damage to Hero Town property may be required to pay the cost of repair or replacement.
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10. Role Play & Soft Play Facilities
10.1 The Role Play Village is designed for children aged 0–8 years.
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10.2 The Soft Play Area is designed for children aged 2–10 years.
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10.3 Children should only use equipment that is appropriate for their age, height,
confidence and physical ability.
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10.4 When using the Soft Play Area:
• Socks must be worn at all times.
• Shoes must be removed before entering the play frame.
• Bare feet are not permitted.
• Jewellery and loose clothing that may present a safety risk should be removed or
secured.
• Slides must be used feet first, tope to bottom.
• Children must not climb up slides unless specifically designed for climbing.
• Children must not climb on the outside of the play structure or safety netting.
• Slide exits must be kept clear.
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10.5 Toys and resources provided within the Role Play Village should remain within that
area and must not be removed from the premises.
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10.6 Hero Town reserves the right to close individual play areas or equipment temporarily
for cleaning, maintenance, inspection or safety reasons without prior notice.
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11. Smoking, Alcohol & Prohibited Items
11.1 Hero Town operates a strict no-smoking and no-vaping policy.
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11.2 Smoking and vaping, including the use of electronic cigarettes, are prohibited:
• Inside the building.
• Within the Hero Town Garden.
• Within any outdoor play areas.
• Immediately outside entrances and exits.
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11.3 Alcohol, illegal substances and any person under the influence of drugs or excessive alcohol will not be permitted on the premises.
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11.4 The following items are not permitted within the play areas:
• Glass containers.
• Sharp objects.
• Scooters, bicycles or ride-on toys.
• Any item that management considers may present a safety risk.
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12. Photography & CCTV
12.1 Visitors are welcome to take photographs or videos of members of their own group for
personal use.
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12.2 Please respect the privacy of other visitors and avoid photographing or filming children
who are not part of your group.
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12.3 Commercial photography or filming is only permitted with prior written permission
from Hero Town.
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12.4 CCTV operates throughout Hero Town, including the entrance, caf., Role Play Village,
Soft Play Area and external areas where appropriate.
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12.5 CCTV is used for:
• The safety and welfare of visitors and staff.
• Crime prevention and detection.
• The investigation of accidents and incidents.
• The protection of Hero Town property.
• Supporting insurance claims where appropriate.
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12.6 CCTV images are processed in accordance with applicable UK data protection
legislation and will only be viewed or shared where there is a legitimate reason to do so.
CCTV cannot be shared with customers.
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13. Safeguarding
13.1 Hero Town is committed to safeguarding and promoting the welfare of all children.
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13.2 The safety and wellbeing of children is our highest priority.
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13.3 If any visitor has concerns regarding the safety or welfare of a child whilst at Hero
Town, they should report their concerns immediately to a member of staff.
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13.4 Hero Town staff have a duty to act appropriately where they believe a child may be at
risk of harm.
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13.5 Hero Town operates safeguarding procedures designed to protect children, visitors and
staff and may contact the appropriate authorities where necessary.
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14. Security & Personal Belongings
14.1 Customers are responsible for their own personal belongings whilst visiting Hero Town.
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14.2 Hero Town accepts no responsibility for the loss, theft or damage of personal property
brought onto the premises.
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14.3 Pushchairs, coats and personal items are left at the owner's risk.
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14.4 Lost property will be retained for a reasonable period before being donated, recycled
or disposed of.
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14.5 Visitors should report any suspicious behaviour or unattended items to a member of
staff immediately.
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15. Parties & Group Bookings
15.1 All party and group bookings are subject to these Terms & Conditions in addition to any
specific party package terms provided at the time of booking.
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15.2 A booking is not confirmed until the required deposit or full payment has been
received.
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15.3 Party deposits are non-refundable unless Hero Town cancels the booking.
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15.4 Any outstanding balance must be confirmed and paid by the deadline stated in your
booking confirmation.
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15.5 The party organiser is responsible for ensuring that all guests comply with Hero Town's
Terms & Conditions and Rules of Play.
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15.6 Parents and carers remain responsible for supervising the children in their care
throughout the visit. Where children attend without their parent or guardian, responsibility
rests with the party organiser or nominated responsible adult(s).
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15.7 Party food and refreshments must only be consumed in the designated party or cafe
areas.
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15.8 Hero Town reserves the right to amend party layouts or seating arrangements where
operationally necessary.
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15.9 Hero Town may charge for any deliberate damage caused during a party or group
booking.
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16. Cancellations, Transfers & Refunds
16.1 Standard play session bookings are non-refundable.
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16.2 Subject to availability, bookings may be transferred to another session provided Hero
Town receives at least 24 hours' notice before the original booking time.
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16.3 Transfer requests made with less than 24 hours' notice cannot be accepted except
where required by law.
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16.4 Failure to attend a booked session ("no-show") will result in the booking being forfeited
without refund or transfer.
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16.5 Hero Town is unable to offer refunds or extensions for:
• Late arrival.
• Traffic delays.
• Parking difficulies.
• Adverse weather.
• Illness occurring ajer the transfer deadline.
• Any other circumstance outside Hero Town's reasonable control.
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16.6 If Hero Town is required to cancel a session due to circumstances within our control,
customers will be offered either:
• A transfer to another available session; or
• A full refund.
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16.7 Nothing in these Terms affects your statutory rights under UK consumer legislation.
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17. Accessibility & Additional Needs
17.1 Hero Town welcomes all families and is committed to providing an inclusive
environment wherever reasonably practicable.
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17.2 If you or your child has a disability, medical condition, sensory need, allergy or any
additional requirement that may affect your visit, we encourage you to contact us before
your session.
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17.3 Whilst every reasonable effort will be made to accommodate individual needs, some
attractions or equipment may not be suitable for every child.
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17.4 Parents and carers remain responsible for determining whether activities are
appropriate for the child in their care.
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18. Liability
18.1 Hero Town takes all reasonable steps to provide a safe environment through regular
inspections, maintenance, cleaning and staff training.
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18.2 Children use the play facilities at their own risk and must always be supervised by a
responsible adult.
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18.3 Hero Town shall not be liable for any injury, loss or damage resulting from:
• Failure to follow these Terms & Condiions or the Rules of Play (as signed in the
waiver).
• Inadequate supervision by a responsible adult.
• Misuse of equipment.
• Behaviour of other visitors beyond Hero Town's reasonable control.
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18.4 Hero Town accepts no responsibility for loss of or damage to personal belongings
brought onto the premises.
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18.5 Nothing in these Terms excludes or limits liability for death or personal injury caused by
negligence, fraud, or any liability that cannot legally be excluded under English law.
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19. Right of Admission
19.1 Hero Town reserves the right to refuse admission or require any person to leave the
premises where, in the reasonable opinion of management:
• These Terms & Condiions or the Rules of Play have not been followed.
• Behaviour is abusive, threatening, disrupive or unsafe.
• A visitor places themselves, staff or others at risk.
• Criminal or illegal acivity is suspected.
• Property is deliberately damaged.
• Visitors are under the influence of alcohol or drugs.
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19.2 Where visitors are asked to leave due to a breach of these Terms & Conditions, no
refund or compensation will be payable.
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19.3 Hero Town also reserves the right to close all or part of the premises temporarily for
cleaning, maintenance, private events, essential repairs or any circumstance affecting the
safe operation of the centre.
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21. Complaints
21.1 We are committed to providing an excellent experience for every visitor.
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21.2 If you are dissatisfied with any aspect of your visit, please raise the matter with a
member of staff before leaving wherever possible, giving us the opportunity to resolve the
issue promptly.
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21.3 If your complaint cannot be resolved during your visit, please contact Hero Town in
writing or by email within 14 days of your visit, providing your booking details and full
details of your concern.
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21.4 We aim to acknowledge complaints within five working days and respond as quickly as
reasonably practicable.
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22. General Terms
22.1 These Terms & Conditions should be read alongside Hero Town's Rules of Play, Privacy
Policy and any other policies displayed within the centre or on our website.
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22.2 If any provision of these Terms & Conditions is found to be unenforceable, the
remaining provisions shall continue to apply.
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22.3 Hero Town may update these Terms & Conditions from time to time. The latest version
will always be available on our website and at reception.
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22.4 These Terms & Conditions are governed by the laws of England and Wales. Any
disputes arising from or relating to these Terms & Conditions shall be subject to the
exclusive jurisdiction of the courts of England and Wales.