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Terms & Conditions

*These Terms and Conditions govern your use of our services and facilities. By making a booking or visiting PlayCafe, you agree to these terms.

1. Bookings and Admission

  • Play sessions are pre-bookable online or may be booked in person subject to availability.

  • Each standard play session lasts 1.5 hours and includes 1 adult and 1 child.

  • The adult making the booking is responsible for all children included in the booking.

  • Children must be accompanied by a responsible adult aged 18 or over at all times.

Walk-ins

  • We recommend booking in advance to guarantee your space, however walk-ins are welcome but subject to availability.

  • Walk-ins arriving within the first 10–15 minutes of a session may be admitted if space allows.

Walk-ins arriving after 15 minutes:

  • If more than 1 hour remains in the session, there will still be a full session charge.

  • If less than 1 hour remains, we’ll kindly suggest booking the next available session to ensure you get the best experience.

Late arrivals

  • Sessions run for a fixed time and cannot be extended for late arrivals.
    If you’re running late, please let us know where possible.
    We’ll always do our best to accommodate you fairly while ensuring a great experience for all guests.

Why We Do This

Our sessions are carefully timed to allow for cleaning, safety checks and a calm environment for everyone. This policy helps us look after our space, our staff, and our families.​

Cancellations & refunds

  • Bookings are non-refundable unless cancelled with at least 24 hours’ notice prior to the start of your session.. We appreciate that things can change beyond your control - please contact us and we will aim to move your session to a more convenient date.

  • PlayCafe reserves the right to cancel a session due to unforeseen circumstances, in which case a refund or alternative date will be offered.

2. Age Guidelines and Supervision

  • Our play space is designed primarily for children aged 0-7 years.

  • Older siblings are welcome but must play appropriately and be mindful of younger children.

  • Parents and guardians are responsible for supervising their children at all times.

  • Rough play, unsafe behaviour, or bullying will not be tolerated.

3. Health and Safety

  • Shoes must be removed in the softer play areas; socks must be worn by both adults and children.

  • Please inform a member of staff immediately of any accidents, spills, or hazards.

  • For the safety of all guests, children who are unwell should not attend.

  • PlayCafe reserves the right to refuse entry or ask guests to leave if illness presents a risk to others.

4. Food, Drink and Allergies

  • Only food and drinks purchased on-site may be consumed, unless prior agreement has been made for medical or dietary reasons.

  • Water bottles and milk for babies are welcome.

  • While care is taken, PlayCafe is not an allergen-free environment, and we cannot guarantee the absence of cross-contamination.

  • We offer a variety of dietary options - please tell us about allergies before ordering. An allergen chart is also available at the counter.

5. Behaviour & Conduct

  • PlayCafe is a family-friendly space, and respectful behaviour is expected from all guests.

  • Management reserves the right to ask any guest (adult or child) to leave if behaviour is unsafe, disruptive, or inappropriate.

  • Failure to supervise children appropriately may result in removal from the session.

  • No refunds will be issued if guests are asked to leave due to breach of these terms.

6. Accessibility & SEND

  • We aim to make reasonable adjustments to support guests with additional needs.

  • PlayCafe will strive to maintain a calm environment by offering a reduced capacity and quiet experience.

  • SEND-friendly sessions are available to book, please contact us.

7. Liability

  • PlayCafe accepts no responsibility for loss, theft, or damage to personal belongings.

  • Children play at their own risk, and parents/guardians remain responsible for their children’s safety and behaviour at all times.

  • Nothing in these terms limits liability for death or personal injury caused by negligence where such liability cannot be excluded by law.

8. Changes to Terms

  • PlayCafe reserves the right to update these Terms & Conditions at any time.

  • The most current version will always be available on our website and applies immediately upon publication.

9. Photography & Social Media

  • PlayCafe may occasionally take photographs for marketing purposes.

  • Consent will always be sought before photographing identifiable individuals or children.

  • Guests may take personal photos of their own children but must respect the privacy of others.

  • Management reserves the right to restrict photography if safeguarding concerns arise.

10. Contact Us

For questions, feedback, or concerns: 

PlayCafe Group Limited

Email: info@playcafegroup.com

Address: 62 Cornhill, Bury St.Edmunds, IP33 1BE

PlayCafe is committed to creating a safe environment for children and families. Any safeguarding concerns should be reported immediately to a member of staff, who will follow internal procedures and contact appropriate authorities if required.

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