Terms & Conditions and Cancellation Policy

These Terms & Conditions apply to all bookings and visits to Little Burrowers Play Café (“Little Burrowers”, “we”, “us”, “our”), including the Morning, Midday and Afternoon Burrow play sessions, the Baby Burrow and George Town zones, activities, parties, private hire and gift vouchers. By making a booking, entering the premises or purchasing a gift voucher, you agree to be bound by these terms and our Rules of Play.

Nothing in this policy affects your statutory rights as a consumer.

1. Bookings and Session Times

Little Burrowers operates timed play sessions (Morning Burrow 9:30am - 11:00am, Midday Burrow 11:30am - 1:00pm, Afternoon Burrow 1:30pm - 3:00pm, and party/play sessions from 4pm on weekdays and from 9:30am at weekends). Because we need time between sessions to clean, reset and prepare the play areas for the next group, we must operate strictly to our published session times.

Please allow plenty of time for travel, parking, checking in and settling your child before your booked session begins. We are unable to extend a session for late arrival, delay the start time, or move a booking to another session because of lateness — your session will still end at the advertised time even if you arrive late.

Your booking permits entry only for the date, time, play area/zone and number of children and adults stated on your booking confirmation. Entry is subject to capacity, and additional children or adults may not be admitted unless agreed with Little Burrowers in advance.

We reserve the right to refuse entry, or to ask a visitor to leave, where reasonably necessary for safety, security, the comfort of other customers, or where these Terms & Conditions or the Rules of Play are not being followed.

2. Parental and Carer Supervision

Little Burrowers is a parent/carer-supervised play café. Our team maintains the venue, operates the café and supports the safe running of the facility, but does not provide childcare or one-to-one supervision of children during general play sessions.

Children must be supervised by their parent, guardian or responsible adult at all times, and must never be left unattended. The responsible adult must:

• remain on the premises throughout the child's visit;

• know where the child is and appropriately supervise their play;

• assess the child's individual abilities, confidence and needs, and ensure they use equipment suitable for their age, size and capability;

• intervene where a child is using equipment unsafely or behaving in a way that could cause harm to themselves or another person; and

• follow any safety instructions given by Little Burrowers staff.

3. Play Equipment and Safe Play

Children should use equipment safely, appropriately and for its intended purpose. Adults may assist or accompany younger children where the equipment is suitable for adult use, taking particular care around other children, and should not climb on or use equipment not designed to support adult weight.

Food, drinks and chewing gum are not permitted on or around play equipment. Shoes must be removed before entering play areas; socks must be worn, unless a member of staff advises otherwise for medical, accessibility or safety reasons. Smoking and vaping (including e-cigarettes) are not permitted anywhere inside Little Burrowers.

4. Risk and Liability

Children's play naturally involves movement, exploration and a normal degree of physical risk, and minor bumps or falls can happen even with appropriate safety measures in place. Parents and carers remain responsible for supervising the children in their care and deciding whether an activity is appropriate for their child's age and development.

Nothing in these Terms & Conditions excludes or limits Little Burrowers' liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence. Subject to that, Little Burrowers will not be responsible for injury, loss or damage arising from:

• failure to supervise a child appropriately;

• failure to follow the Rules of Play or reasonable staff instructions;

• inappropriate or unsafe use of equipment;

• a child's behaviour towards another person; or

• circumstances outside Little Burrowers' reasonable control,

except where caused by our negligence or breach of our legal obligations. Parents and carers are responsible for their own personal belongings; please do not leave valuables unattended, as Little Burrowers cannot accept responsibility for loss of, or damage to, personal possessions except where caused by our negligence.

5. Clothing and Personal Items

Children should wear clothing suitable for active play; we recommend clothing that covers arms and legs where possible to help reduce minor scrapes. Loose jewellery, badges, belts, sharp objects and other items that could catch on equipment or cause injury should be removed before play.

Little Burrowers cannot accept responsibility for ordinary wear, staining or damage to clothing arising from normal play or activities, unless caused by our negligence.

6. Illness and Infection Control

Please do not bring a child to Little Burrowers if they are significantly unwell or have symptoms that may reasonably present an infection risk to other visitors. Any child who has obvious recent injuries, or has experienced vomiting or diarrhoea, must not attend Little Burrowers until at least 48 hours after symptoms or the last episode have ceased.

If a child becomes unwell during a session, we may ask the accompanying adult to end their visit where reasonably necessary to protect the child or other customers. We reserve the right to refuse admission where a child or adult appears sufficiently unwell that attendance could pose a risk to others.

7. Photography and Filming

We understand parents and carers will want to photograph or film the child or children in their care. Please only photograph or film the child(ren) you are responsible for. If another child is captured incidentally, please do not share the image or video publicly without permission from that child's parent or carer.

Photography and filming must not disrupt other customers, compromise privacy, or create a safeguarding concern. Little Burrowers may ask you to stop taking photographs or videos where we believe this is necessary to protect the privacy, comfort or safety of other visitors.

8. Accidents, Incidents and Behaviour

All accidents or injuries, however minor, must be reported to a member of the Little Burrowers team as soon as possible so they can be recorded and appropriate action taken. Any incident involving vomit, urine, faeces, blood or another bodily fluid must be reported to staff immediately — please do not attempt to clean it yourself unless asked to do so by a team member.

If first aid is required, our team will provide reasonable assistance within the limits of their training and the facilities available. In an emergency we may contact the emergency services and, where necessary, the child's parent, carer or emergency contact.

Fighting, bullying, aggressive behaviour, deliberate damage, or behaviour that places another person at risk will not be tolerated. Little Burrowers reserves the right to ask a child, adult or group to leave where behaviour is unsafe, abusive, threatening, destructive or persistently disruptive. A refund will not normally be provided where customers are asked to leave because of their own behaviour or failure to follow these Terms & Conditions.

9. Café, Food and Drink

Food, drinks, sweets, chewing gum and other consumables must not be taken onto play equipment. Food and drink purchased from Little Burrowers should be consumed in the designated café seating areas only.

Alcohol is not permitted anywhere within Little Burrowers unless specifically supplied, authorised and served by Little Burrowers as part of a licensed event.

Please tell a member of staff about any food allergy, intolerance or dietary requirement before ordering. While we take reasonable care and can talk you through ingredients on request, our kitchen and café areas handle allergens and we cannot guarantee any product is completely free from them. Parents and carers remain responsible for deciding which foods are suitable for the children in their care and for supervising them while eating and drinking, including managing known allergies, intolerances or choking risks.

10. Messy Play and Sensory Activities

Where Little Burrowers provides sensory, messy-play, craft or similar activities, parents and carers remain responsible for supervising their child throughout. Some activities include edible ingredients; where they do, parents and carers remain responsible for deciding whether their child may touch or consume the product. Please tell a member of staff about allergies before participating in any food-based or sensory activity — ingredient or packaging information will be kept and is available to check on request.

For messy play sessions, please bring:

• your own wash cloth;

• your own towel; and

• spare clothing, if you'd prefer your child not to play in the clothes they arrived in.

Babies must wear a standard nappy at all times during messy play — swim nappies are not permitted. Some activities use food colouring or other materials that may temporarily stain clothing or skin; we recommend old or dedicated “messy play” clothing.

11. Party and Private Hire Bookings

Little Burrowers offers party and private-hire packages, which may include hire of the Baby Burrow zone, the George Town zone, or (for parties of 15 or more children) the whole Burrow, on request.

The person making the booking is the party organiser and is responsible for ensuring their guests are aware of, and comply with, these Terms & Conditions. Parents and guardians attending a party remain responsible for supervising the children in their care — booking a party does not transfer supervision responsibility to Little Burrowers staff.

The number of children and adults included in your booking will be confirmed as part of your chosen party package. Any request to increase guest numbers is subject to capacity and must be agreed with Little Burrowers in advance.

12. Party Payments and Amendments

The amount required to secure your party, and the date by which any outstanding balance must be paid, will be confirmed at the time of booking; the remaining balance must be paid in full at the start of the party. A party booking is not confirmed until the required booking payment has been received.

Amendments or additions, including changes to guest numbers, food or party arrangements, can be made by contacting us up to seven days before the party wherever possible — late changes cannot be guaranteed.

Please notify us of dietary requirements and food allergies at least 7 days before the party, and remind a member of staff of any significant allergies on arrival. Adults' food platters and drinks are available but must also be ordered at least 7 days before the party, when confirming arrangements.

13. Arrival and Departure for Parties

Unless otherwise agreed, the party organiser may arrive up to 15 minutes before the booked start time to decorate the party room and bring in the cake. A member of our team will be available throughout the party and will ensure squash is available.

The party organiser is responsible for ensuring the party room is vacated promptly at the end of the session, along with all personal belongings and decorations, so we can prepare the venue for the next booking.

Siblings accompanying a party guest but not attending the party are subject to the normal admission fee for the relevant play session and must be booked separately.

14. Decorations and Personal Property

Customers may bring a birthday cake and reasonable party decorations where this has been agreed as part of the booking. Decorations must not damage Little Burrowers' walls, furniture, equipment or fixtures. The party organiser is responsible for all personal items and decorations brought into the venue and for removing them at the end of the booking.

Little Burrowers may refuse any decoration, activity or item we reasonably believe presents a safety, hygiene or property-damage risk.

15. Cancellations — General Play Sessions

Bookings relate to a specific session, date and time. Once confirmed, a general admission booking is normally non-refundable and non-transferable if you choose not to attend, arrive late or leave early. We cannot normally refund missed sessions, late arrivals, changes of mind, scheduling conflicts, transport or parking difficulties, or failure to attend.

Any cancellation charge or retained payment will be limited to a reasonable amount reflecting the costs and losses Little Burrowers actually incurs as a result of the cancellation — it is not an automatic penalty. If Little Burrowers management agrees to a refund, transfer or credit because of exceptional circumstances, this is discretionary, may be subject to a reasonable administration fee, and does not create an entitlement for future bookings. Your statutory consumer rights are not affected.

16. Cancellations — Party and Private Hire

Party and exclusive-hire bookings reserve space that may otherwise have been sold to another customer, so cancellation charges may apply depending on how much notice is given and whether we are reasonably able to resell the booking. Where we are able to resell a cancelled booking, we will take this into account when deciding what amount, if any, to retain. Any reasonable administration costs incurred in processing an agreed refund may be deducted. Your statutory consumer rights are not affected.

17. Cancellation by Little Burrowers

Occasionally we may need to cancel a session, party or activity because it would not be safe or reasonably practicable to operate — for example because of a serious building or equipment fault, failure of essential utilities, fire, flood, significant structural damage, severe weather, staffing issues, criminal damage, an emergency closure requirement, or another event outside our reasonable control.

Where we cancel your booking, we will contact you as soon as reasonably possible and offer the choice of a suitable alternative session, a credit or transfer to another available date, or a refund, as appropriate. Little Burrowers is not responsible for separate costs you incur in connection with attending (such as transport or accommodation), except where the law requires otherwise.

18. Gift Vouchers

A Little Burrowers gift voucher (“Card”) is a prepaid gift card, activated once purchased, that can be used towards eligible Little Burrowers activities and sessions. Unless stated otherwise on the voucher, it cannot be used to purchase food or drink in the café, and cannot be exchanged for cash.

• It may be used as part-payment, with any remaining balance payable by another accepted payment method, and is subject to availability when used to book a session or activity.

• It is valid for 12 months from the date of activation. It cannot be used after expiry, and any remaining balance will be forfeited at expiry without further notice.

• Authorisations may be declined — for example, if there is no place available for the relevant activity.

• The Card is like cash and cannot be replaced if misused, lost, stolen or damaged, and no compensation scheme applies. You are responsible for all transactions on the Card, except where there has been fraud or negligence by our staff or agents. If you notice an error or lose your Card, contact us immediately at info@littleburrowers.co.uk.

• Any refund on a Card transaction is subject to these terms; if the Card has expired or been revoked before any refunded funds are spent, you will have no access to those funds.

• We reserve the right to change these gift voucher terms at any time; the current version is available at www.littleburrowers.co.uk.

• If we cease trading and your Card can no longer be used, you will not be entitled to surrender or redeem it for its available balance.

Cancelling a voucher order: you have the right to cancel an online gift voucher order for any reason within 14 days beginning with the day the Card is delivered, provided the Card is unused. To cancel, notify us by email at info@littleburrowers.co.uk with your Order ID and Card number(s); we will handle cancellation requests within 5 working days. We will only refund a hard-copy gift card once it has been returned to us by post within 14 days of the cancellation request, unused and in its original state, accompanied by the cancellation form; the refund will be made to the same payment method used for the order within 14 days of the returned Card being received. Standard shipping costs will be refunded only where the full order is cancelled; any amount paid above the standard shipping cost will not be refunded.

19. Privacy and Personal Information

When you make a booking, enquiry or purchase, Little Burrowers collects the personal information needed to manage your booking and provide our services. This may include: your name, address, telephone number and email address; your child's name and date of birth where relevant; dietary or allergy information where relevant to the service provided; and payment and transaction information.

This information is only accessible to authorised Little Burrowers staff and service providers where necessary to operate our booking, payment and communication systems, and will never be shared with third parties for marketing purposes. It is used only to manage your booking and to contact you about matters relating to it, and is retained only for as long as reasonably necessary for those purposes and any legal or accounting requirements.

You have the right to ask what personal information we hold about you and your child, to ask us to correct it, and to ask us to delete it where we are not required to keep it. To make a request, or for any question about how we handle your data, please email info@littleburrowers.co.uk.

20. Complaints

We want every family visiting Little Burrowers to have a positive experience. If you are unhappy with any aspect of our service, please raise it with a member of our team first so we have the chance to resolve it on the day.

Formal complaints can be emailed to info@littleburrowers.co.uk, or sent via the 'Contact Us' page on our website — please include the address at which you'd like us to correspond with you. A copy of our complaints procedure is available on request.

We will try to resolve your complaint as soon as possible. In most cases we will provide a full response within fifteen (15) business days of receiving it. Where the complaint needs further investigation, we will provide a full response within thirty-five (35) business days and will let you know about the delay.

21. Changes to These Terms

Little Burrowers may update these Terms & Conditions from time to time to reflect changes to our services, operating procedures or legal requirements. Unless a change is required by law or otherwise agreed with you, the version applicable to your booking is normally the one in force when the booking was made. The latest version is always available at www.littleburrowers.co.uk.

22. General

Please follow all signage, staff instructions and safety notices displayed at Little Burrowers. If any part of these Terms & Conditions is found to be invalid or unenforceable, the remaining terms will continue to apply. These Terms & Conditions are governed by the law of England and Wales.

Contact Details

Little Burrowers Play Café

Unit 3 & 4 ABS Business Unit, Viaduct Street, Pudsey, LS28 6AU

Phone: +44 7821 891 581

Email: info@littleburrowers.co.uk

Website: www.littleburrowers.co.uk