1. Our Commitment

This Booking & Cancellation Policy explains how bookings, cancellations, transfers, late arrivals, no-shows and party deposits are managed at Giggle Wiggle & Grow.

This policy applies to soft play sessions, imagination village sessions, sensory play sessions, parties, group bookings and, where relevant, HAF or school holiday provision.

This policy should be read alongside our Terms & Conditions.

2. Booking Online

All bookable sessions should be booked through our online booking system, unless otherwise agreed with Giggle Wiggle & Grow.

Your booking is confirmed once payment has been received and a booking confirmation has been issued.

Please check all booking details carefully before completing payment, including:

• date;

• time;

• play area;

• number of children;

• number of adults, where applicable;

• party details, where applicable;

• child details, where required;

• any allergy, SEND, dietary or medical information requested.

3. Separate Play Area Bookings

Giggle Wiggle & Grow has two main bookable play areas:

• the downstairs soft play frame; and

• the upstairs imagination village.

These areas are booked separately to help us manage capacity, safety, cleaning, supervision and the overall visitor experience.

Please check your booking confirmation carefully, as your booking will only include access to the play area shown on your confirmation.

If you wish to use both play areas, each area must be booked separately, subject to availability.

Capacity limits will apply to the venue as a whole and to individual areas. Final capacity limits will be managed in line with the venue’s fire risk assessment, layout, staffing levels, booking arrangements, operational requirements and safety requirements.

4. Adults and Children

Each booking admits the number of children and adults shown on your booking confirmation.

Adults are charged separately unless otherwise stated in your booking confirmation, party package or event details.

Additional children or adults may require an additional ticket and will be subject to availability and capacity.

5. Session Times

Please arrive on time for your booked session.

Unfortunately, we are unable to extend session times for late arrivals, as we need time between sessions to clean, reset and prepare the centre for the next visitors.

At the end of your booked session, please leave the play area promptly and follow any instructions given by our team.

6. Soft Play, Imagination Village and Sensory Session Cancellations

Soft play, imagination village and sensory session bookings are generally non-refundable once confirmed.

If you are unable to attend, we may be able to transfer your booking to another available session if you contact us at least 12 hours before your booked session starts.

Booking transfers are subject to availability, capacity and operational requirements.

Only one transfer may be offered per booking unless Giggle Wiggle & Grow agrees otherwise.

7. Illness, Sickness and Diarrhoea

Please do not attend Giggle Wiggle & Grow if your child is unwell.

Children must not attend if they have had sickness or diarrhoea within the last 48 hours.

If your child is unable to attend due to sickness or diarrhoea, please contact us before your session begins. Where possible, we will offer a one-time transfer to another available session, subject to availability.

Cash refunds are not usually offered for customer illness unless Giggle Wiggle & Grow agrees otherwise at its discretion.

If you do not attend and do not contact us before your session starts, your booking will be treated as a no-show and no refund or transfer will be offered.

8. Late Arrivals and No-Shows

If you arrive late, your session will still end at the scheduled finish time.

We cannot extend sessions for late arrivals.

If you do not attend your booking and do not contact us before the session starts, this will be treated as a no-show.

No refunds, credits or transfers will usually be offered for no-shows.

9. Changes by Giggle Wiggle & Grow

Giggle Wiggle & Grow may need to cancel, amend, restrict or reschedule a booking where necessary.

This may happen due to:

• safety concerns;

• cleaning or maintenance;

• staffing issues;

• emergency circumstances;

• venue issues;

• private events;

• HAF or holiday provision;

• fire safety or capacity requirements;

• circumstances outside our control.

If Giggle Wiggle & Grow cancels a session or is unable to provide the service booked, we will offer either a transfer to another available session or a refund.

10. Refused Entry or Removal from the Venue

Giggle Wiggle & Grow reserves the right to refuse entry or ask a visitor to leave where necessary for safety, behaviour, capacity, safeguarding or operational reasons.

This may include where:

• a booking cannot be verified;

• the venue or play area is at safe capacity;

• a child or adult is unwell;

• venue rules are not followed;

• behaviour is unsafe, aggressive, abusive, disruptive or disrespectful;

• food, drink, photography or supervision rules are breached;

• staff instructions are not followed.

No refund will be given where a visitor is refused entry or asked to leave due to unacceptable behaviour or breach of our terms, policies or visitor rules.

11. Party Bookings

Party bookings must be booked in advance and are subject to availability.

A deposit is required to secure your party booking. Your booking is not confirmed until the deposit has been received.

Party deposits are non-refundable, except where Giggle Wiggle & Grow agrees otherwise at its discretion. We understand that exceptional circumstances can arise, and any request to cancel or amend a party booking will be considered fairly and compassionately.

Final numbers and full payment must be received no later than 7 days before your party, unless otherwise agreed in writing.

Adults are charged separately unless otherwise stated in your party package or booking confirmation.

Guests should arrive no more than 15 minutes before the party start time unless otherwise agreed.

Please respect your allocated party time slot, as there may be other bookings or events before or after your party.

12. Party Changes and Cancellations

If you need to change your party booking, please contact us as soon as possible.

Changes are subject to availability and may not always be possible.

If the birthday child or a significant number of guests are unwell, please contact us as soon as possible. We will try to rearrange the party where possible.

Deposits remain non-refundable unless Giggle Wiggle & Grow agrees otherwise at its discretion. Any balance paid may be transferred or refunded depending on the notice given, the circumstances and any costs already incurred.

13. HAF-Funded Places

HAF-funded places are subject to eligibility, availability, funding, booking confirmation and local authority requirements.

If your child is booked onto a HAF-funded place and can no longer attend, you must tell Giggle Wiggle & Grow as soon as possible so the place can potentially be offered to another child.

Repeated non-attendance or failure to cancel HAF places may affect your child’s ability to book future funded sessions.

Further information is available in our HAF Parent Agreement.

14. Refund Method

Where a refund is agreed, it will usually be returned to the original payment method where possible.

Refund processing times may depend on the payment provider, booking system or bank.

Giggle Wiggle & Grow is not responsible for delays caused by banks, card providers or payment processors.

16. Review of This Policy

This policy will be reviewed and updated where necessary, including where there are changes to booking systems, payment providers, party packages, HAF requirements, venue capacity, fire risk assessment, services or operational arrangements.

17. Contact

Giggle Wiggle & Grow
10 Birmingham Road
Coleshill
B46 1AA

Telephone: 07545 401882
Email: gigglewigglegrowltd@gmail.com
Website: www.gigglewiggleandgrow.co.uk

Please include your name, booking date, session time and booking reference where available.