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Flamingoo play session terms & conditions

FLAMINGOO PLAY SESSION TERMS & CONDITIONS

Last updated April 20, 2026

These Play Session Terms & Conditions for Flamingoo Soft Play Café explain the rules that apply when you book or attend a standard play session with us.

Flamingoo Soft Play Café operates an indoor soft play centre for children and families. Play sessions may be booked in advance or attended as a walk-in where spaces are available.

By making a booking, attending a session or entering the premises, you confirm that you have read, understood and accepted these Play Session Terms & Conditions, together with our Play Rules and any other applicable venue policies.

If you do not agree with these Terms & Conditions, please do not book or attend a play session.

Questions or concerns? If you have any questions about your play session booking, please contact us at info@flamingoo.co.uk.

SUMMARY OF KEY POINTS

This summary gives you the main points of our Play Session Terms & Conditions. Please read the full Terms & Conditions below for complete details.

Should I book in advance? All play sessions should be booked in advance unless walk-in spaces are available.

When do I pay? Full payment is required at the time of booking.

Can I cancel or move my session? If you cannot attend, you must notify Flamingoo at least 24 hours before your scheduled session. Where at least 24 hours’ notice is provided, Flamingoo may transfer your booking to another available session, subject to availability.

Are refunds available? Bookings cancelled with less than 24 hours’ notice and no-shows are non-refundable. No monetary refunds will be issued where a transfer is offered.

What happens if I arrive late? You may still join your booked session, but your session will normally finish at the original scheduled end time.

Can my session be extended? If the venue is quiet and there are no following bookings, Flamingoo may allow you to stay longer at its sole discretion. If the venue is busy or another booking is due to begin, your session cannot be extended.

Who supervises the children? Parents, guardians or responsible adults are responsible for supervising children at all times.

What behaviour is not allowed? Flamingoo has a zero-tolerance policy towards abusive, aggressive, threatening, intimidating, offensive or disrespectful behaviour.

TABLE OF CONTENTS

  1. GENERAL
  2. BOOKINGS
  3. PAYMENT
  4. CANCELLATIONS AND NO-SHOWS
  5. TRANSFERS
  6. LATE ARRIVAL
  7. SESSION EXTENSIONS
  8. BEHAVIOUR
  9. RIGHT TO REFUSE ADMISSION OR REMOVE CUSTOMERS
  10. SUPERVISION
  11. DAMAGE
  12. SOCKS AND CLOTHING
  13. ILLNESS
  14. FOOD AND DRINKS
  15. PERSONAL BELONGINGS
  16. CCTV
  17. EMERGENCIES
  18. MAINTENANCE, CLEANING AND SAFETY CLOSURES
  19. ACCIDENTS AND INCIDENTS
  20. FORCE MAJEURE
  21. CONTACT US
  22. GENERAL

These Play Session Terms & Conditions apply to all standard play session bookings and visits to Flamingoo Soft Play Café.

By booking or attending a play session, you agree to follow these Terms & Conditions, our Play Rules, safety notices and staff instructions.

Flamingoo Soft Play Café is a family venue. All customers must behave respectfully towards staff, children and other customers.

  1. BOOKINGS

All play sessions should be booked in advance unless walk-in spaces are available.

Walk-in spaces are not guaranteed and are subject to venue capacity.

Flamingoo reserves the right to refuse entry where the venue is full, where a session is fully booked, or where entry may affect the safety, comfort or enjoyment of others.

  1. PAYMENT

Full payment is required at the time of booking.

A booking is only confirmed once payment has been received.

Flamingoo is not required to hold spaces where payment has not been completed.

  1. CANCELLATIONS AND NO-SHOWS

If you are unable to attend your booked session, you must notify Flamingoo at least 24 hours before your scheduled session.

Bookings cancelled with less than 24 hours’ notice are non-refundable.

Customers who do not attend their booked session will be treated as a no-show.

No-shows are non-refundable and cannot be transferred to another session.

  1. TRANSFERS

Where at least 24 hours’ notice is provided, Flamingoo may transfer your booking to another available session.

Transfers are subject to availability and are offered at Flamingoo’s discretion.

No monetary refunds will be issued where a transfer is offered.

A booking may only be transferred once unless otherwise agreed by Flamingoo management.

  1. LATE ARRIVAL

If you arrive late for your booked session, you are welcome to join the session.

Your session will normally finish at the original scheduled end time.

Late arrival does not automatically entitle you to extra play time or a refund.

  1. SESSION EXTENSIONS

If the venue is quiet and there are no subsequent bookings, Flamingoo may, at its sole discretion, allow you to stay beyond your scheduled session time.

Any extension must be agreed with a member of staff.

If the venue is busy or another booked session is due to begin, your session cannot be extended.

Where your session cannot be extended, you will be required to leave at the scheduled end time.

  1. BEHAVIOUR

Flamingoo operates a zero-tolerance policy towards abusive, aggressive, threatening, intimidating, offensive or disrespectful behaviour towards our staff or other customers.

Anyone displaying such behaviour may be asked to leave the premises immediately without a refund.

Flamingoo reserves the right to refuse future admission or bookings to anyone who behaves inappropriately.

Where appropriate, Flamingoo may contact the police or other relevant authorities.

  1. RIGHT TO REFUSE ADMISSION OR REMOVE CUSTOMERS

Flamingoo reserves the right to refuse admission or ask any person to leave if these Terms & Conditions or the Play Rules are not followed.

Flamingoo may also refuse admission or remove any person whose behaviour may affect the safety, comfort or enjoyment of others.

No refund will be given where a customer is asked to leave due to breach of these Terms & Conditions, breach of the Play Rules, or inappropriate behaviour.

  1. SUPERVISION

Parents, guardians or responsible adults are responsible for supervising their children at all times while on the premises.

Children must not be left unattended.

Flamingoo accepts no responsibility for any child who is not appropriately supervised.

Parents, guardians or responsible adults must ensure that children use the play equipment safely and follow staff instructions.

  1. DAMAGE

Parents, guardians or responsible adults are responsible for any damage to Flamingoo’s property, equipment, furniture, toys or facilities caused deliberately, through negligence, or by failure to properly supervise a child.

Flamingoo reserves the right to recover the reasonable cost of repair, replacement or additional cleaning where appropriate.

  1. SOCKS AND CLOTHING

Socks must be worn at all times by both children and adults using the play equipment.

Flamingoo reserves the right to refuse entry to anyone not wearing socks.

Customers are responsible for ensuring that children wear suitable clothing for safe play.

  1. ILLNESS

Please do not bring children who are suffering from a fever, vomiting, diarrhoea, or any contagious illness.

Flamingoo reserves the right to refuse entry to any child showing signs of illness in order to protect the health and safety of other guests.

If a child becomes unwell during a session, Flamingoo may ask the parent, guardian or responsible adult to remove the child from the premises.

  1. FOOD AND DRINKS

Food and drinks purchased outside Flamingoo are not permitted.

Baby food may be brought into the venue where reasonably required.

Food required for medical reasons, allergies or dietary needs may be brought into the venue with prior agreement from a member of staff.

All food and drinks must be consumed in designated areas only.

  1. PERSONAL BELONGINGS

Flamingoo accepts no responsibility for any lost, stolen or damaged personal belongings brought onto the premises.

Customers are responsible for keeping their own belongings safe at all times.

  1. CCTV

CCTV is in operation throughout the venue for the safety and security of our customers, staff and property.

CCTV footage may be reviewed where necessary for safety, security, incident investigation or legal purposes.

  1. EMERGENCIES

In the event of an emergency, all customers must follow the instructions given by Flamingoo staff immediately.

Customers must not block emergency exits, fire routes or access points at any time.

  1. MAINTENANCE, CLEANING AND SAFETY CLOSURES

Flamingoo reserves the right to close any play equipment, attraction or area of the venue temporarily due to maintenance, technical issues, cleaning or health and safety reasons.

Flamingoo also reserves the right to close the entire venue temporarily where it cannot safely operate.

Temporary closure of specific equipment or areas does not automatically entitle customers to a refund.

  1. ACCIDENTS AND INCIDENTS

Any accident, injury or incident occurring on the premises must be reported to a member of staff before leaving the venue.

Flamingoo may record details of accidents or incidents for health and safety, insurance and legal purposes.

  1. FORCE MAJEURE

Flamingoo shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control.

This includes, but is not limited to, fire, flood, severe weather, power failure, industrial action, government restrictions, pandemics, staff shortages, technical faults, or any other unforeseen event.

In such circumstances, Flamingoo will make reasonable efforts to offer an alternative session where reasonably possible but shall not be liable for any additional losses or expenses incurred by the customer.

  1. CONTACT US

If you have any questions about these Play Session Terms & Conditions, please contact us at:

Flamingoo Soft Play Café
142 High Street
B23 6RS
Erdington, Birmingham

Email: info@flamingoo.co.uk

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