Terms & Conditions

Information About Us

If you have any queries regarding Darlo Play Plaza and the services we offer, or complaints you can contact us on hello@darloplayplaza.co.uk or telephone - 01325 482864 or speak to a member of the team. 

Supervision of Children

1.0 All parents/guardians accept full responsibility for the supervision of their child/children whilst at Darlo Play Plaza. Staff members at Darlo Play Plaza are present to enhance the play experience of your child during a play session, however, they are not responsible for the supervision and behaviour of children.

 

Tickets, Transfers & Refunds

1.1 All children playing at Darlo Play Plaza must purchase a ticket which entitles entry to the play area.

1.2 The ticket price includes admission for one child’s entry to Darlo Play Plaza and all activities offered by staff for the day.

1.3 All children admitted to Darlo Play Plaza must hold a valid ticket obtained via our website’s online booking system or on entry. Tickets cannot be purchased and will not be accepted by third party ticket providers.

1.4 The ticket price excludes food and beverage and access to private parties/events. Activities provided by an external provider may be subject to separate fees and will be advertised accordingly.

1.5 All customers with pre-booked tickets will receive email confirmation along with a booking reference which acts as proof of purchase. Please check you have received this email following purchase. Your booking reference is required upon arrival as proof of purchase to gain access to Darlo Play Plaza. We take no responsibility should you not receive this email due to reasons outside of our control e.g. junk or spam filtering.

1.6 The person purchasing tickets accepts these Terms & Conditions on behalf of every visitor and is responsible for ensuring these Terms are communicated to and followed by visitors attending.

1.7 Customers with pre-booked tickets are given priority entry and we cannot guarantee entry for visitors without prior online booking, especially for events. 

1.8 Adults are not required to purchase a ticket. An ‘adult’ is a parent or guardian over the age of 18 years entering with a child. Any Young people accompanying the children who are playing, over the age of 10 will not be charge for either. 

1.9 All tickets purchased online are non-refundable. If you wish to cancel or transfer your booking you must give us 24 hours notice prior to the start time of the original pre-booked day.  Our transfer policy applies in all circumstances. If you are choosing to transfer your booking, the new play session date must be within 6 months of the original pre-booked play session.

2.0 Ticket prices may change from time to time and our booking systems will be updated accordingly.

2.1 In circumstances beyond our control, we reserve the right to cancel a Ticket. We will endeavour to notify you as soon as we become aware that this is necessary.  A refund for the money paid will be issued to you within fourteen (14) days of cancellation.

Our Play Session Times & Closures 

2.2 Darlo Play Plaza’s opening hours are 10am – 6pm, 6 days per week, closed Tuesdays, excluding key holiday dates which will be advertised on Darlo Play Plaza’s website.

2.3 Darlo Play Plaza operates an open play policy, where there is no strict arrival/exit time, unless there is an exclusive booking or event which is always advertised on the Darlo Play Plaza website and facebook page. 

2.4 Due to the open play policy which we adhear by, our Staff will monitor the play area every 2 hours, or when needed, to tidy around the children. We do ask that parents keep an eye on toys that are being played with and if could be put back in the right areas, it is a great help. 

2.5 On rare occasions Darlo Play Plaza’s opening hours may be subject to change without prior notice and every effort will be made by Darlo Play Plaza to communicate this as widely as possible via social media and our website. 

2.6 Darlo Play Plaza reserve the right to close all or part of the play area should there be a risk to the safety and security of visitors and staff.

Rules of Entry

3.1 Darlo Play Plaza provides play provision for children up until aged 7 or until their enjoyment of role play ceases.

3.2 All children entering Darlo Play Plaza must be accompanied by an adult, 18 years and older. All babies, pre-walkers, toddlers and children must be supervised by a parent/carer at all times.

3.3 Any child or adult causing wilful damage to the facilities, fixtures or fittings will be liable to pay for any damage caused.

3.4 Darlo Play Plaza have the right to ask a person to leave should they evade our rules of entry and play.

3.5 Darlo Play Plaza have the right to ask a person to leave should they pose a danger or threat to staff or customers. Fighting, bullying, abusive language or illegal activity of any kind will not be tolerated and will be asked to leave without refund.

3.6 To prevent the spread of infection children who are unwell, or who have been unwell, must not visit Darlo Play Plaza for 48 hours.  Our refund policy applies and transfers require a minimum of 24 hours notice.

3.7 If a child or adult becomes sick or infectious whilst at Darlo Play Plaza they will politely be asked to leave.

3.8 Outside food and beverage cannot be consumed on Darlo Play Plaza premises unless agreed with management.

3.9 Food or drinks (hot or cold) are not permitted anywhere within Darlo Play Plaza other than designated visitor areas.

4.0 Darlo Play Plaza is a smoke free facility and smoking is prohibited anywhere on our site, including the use of e-cigarettes, if you require a smoking area, please use the street. 

4.1 No pets or animals are permitted except for assistance animals.

Photography, Camera and Mobile Devices

4.2 The privacy of other visitors must be respected. Visitors can take photographs of their own children for personal, private, non-commercial purposes only.   Unless permission has been expressly granted by us, pictures and images cannot be reproduced in any format or media other than for private viewing.

4.3 Darlo Play Plaza only shares photographs of children playing on our website, social media or promotional materials with prior written consent from parents/carers.

Website Privacy Policy

Darlo Play Plaza (“We”, “Us”, “Our) understands that your privacy is important to you and that you care about how your personal data is used and shared online. We respect and value the privacy of everyone who visits this website, www.darloplayplaza.co.uk (“Our Site”) and will only collect and use personal data in ways that are described here, and in a manner that is consistent with our obligations and your rights under the law.

Please read the following carefully on how we will treat your personal data and ensure that you understand it. Your acceptance of Our Privacy Policy is deemed to occur upon your first visit to Darlo Play Plaza.

This definition shall, where applicable, incorporate the definitions provided in the Data Protection Act 1998

About Us

At Darlo Play Plaza, we follow GDPR, but w also have the following principles for responsibly and lawfully processing your information so that your data is:

a) Processed lawfully, fairly and in a transparent manner in relation to individuals;

b) Collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes; further processing for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes shall not be considered to be incompatible with the initial purposes;

c) Adequate, relevant and limited to what is necessary in relation to the purposes for which they are processed;

d) Accurate and, where necessary, kept up to date; every reasonable step will be taken to ensure that personal data that is inaccurate, having regard to the purposes for which they are processed, are erased or rectified without delay;

e) Kept in a form for no longer than is necessary for the purposes for which the personal data are processed.

f) Processed in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures.

Darlo Play Plaza may change this policy from time to time by updating this page. You should check this page from time to time to ensure you are happy with any changes.  

The Information We May Collect From You

Personal data relates to an identifiable person who can be directly or indirectly identified from that data. In this case, it means the personal data that you give to Us via Our Site. Depending upon your use of Our Site, we may collect some or all of the following personal and non-personal data:

  • Name of adult making a booking and the name/names of the child/children in attendance;

  • Contact information such as email addresses and telephone numbers;

  • Credit card/billing information;

  • Data and activity about the pages you visit on our site;

  • IP address;

  • Web browser type and version.

  • Feedback and survey information.

Darlo Play Plaza only collects information deemed necessary for the operation of the business. You details will not be shared with any third parties and you will only be contacted with regards to your booking or responding to a specific enquiry, unless you have selected to receive our newsletter updates.

We Require This Information for the Following Reasons:

  • To process your online booking and to secure your space on one of our play sessions. Our booking system enables us to operate visitor capacity limits which ensures the safety, comfort and high level of play experience we strive to offer our customers.

  • Providing and managing your access to our site.

  • To record who is present at Darlo Play Plaza at any one time to comply with our Emergency & Fire Management and Health & Safety Policy and Procedures.

  • We request basic contact details in the event that we need to contact you in the unlikely event of cancelling a play session due to factors outside of our control.

  • We use your email address to communicate booking related information such as booking confirmation and feedback requests to improve our service, or we use your contact details provided (online or offline) to respond to your queries. Only those who opt into receiving our newsletter will periodically receive emails from us about our service. For all those who have subscribed to our newsletter we do not invade our customers’ privacy with the bombarding of emails, and we make this as easy as possible to unsubscribe from future emails should you wish to.

  • We collect other basic information when you interact with our website that assists us with us understanding where our customers are visiting from such as demographic information, referrals to assist with our marketing analytics and reporting.

  • Gathering feedback to enable us to continually improve your customer experience;

  • General internal reporting that relates to business performance, such as, visitor numbers, return visitors.

Security of Your Information

We are committed to ensuring that your personal and financial information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable electronic and managerial procedures to safeguard and secure the information we collect online or in person.

Our Site may contain links to other websites. Please note that we have no control over how your data is collected, stored, or used by other websites and we advise you to check the privacy policies of any such websites before providing any data to them.

Security of Personal Data Provided Via Our Booking System

In order to operate an online booking system we have chosen a third party provider to meet our online booking requirements, process via a secure online server. During the online booking process our third party provider is required to gather personally-identifying information only insofar as is necessary or appropriate to fulfil the purpose of your online booking requirement and does not disclose personally-identifying information to other third parties.

As per standard guidance, all customers making an online booking are responsible for taking precautions as necessary to protect themselves and their computer systems from viruses, worms, Trojan horses, and other harmful or destructive content.

The Security of Your Financial Information

Neither our third party online booking system or Darlo Play Plaza store any financial or card details anywhere on our systems. When making card payments the details collected to make any payment are taken by WorldPay’s online secure gateway. We have chosen WorldPay because they are one of the UKs leading providers of secure online payment.

Photography, Camera and Mobile Devices

The privacy of other visitors must be respected. Visitors can take photographs of their own children for personal, private, non-commercial purposes only.   Unless permission has been expressly granted by us, pictures and images cannot be reproduced in any format or media other than for private viewing. Darlo Play Plaza only shares photographs of children playing on our website, social media or promotional materials with prior written consent from parents/carers.

Security & Safety

CCTV systems are installed externally and internally at Darlo Play Plaza to enhance the security of the building. The Intended purpose of CCTV is for:

  • Protecting the building and its assets both during and after opening hours.

  • Reducing the incidence of crime and anti-social behaviour.

  • Assist in identifying, apprehending and prosecuting offenders of criminal activities.

Video monitoring of public areas on our premises is for security purposes only and is limited to uses that do not violate the individual’s reasonable expectation to privacy.

Requesting Personal Information We Hold About You

You may request details of personal information which we hold about you under the Data Protection Act 1998 at any time. Under the Data Protection Act 1998, we require the payment of a small fee which will not exceed £10. If you would like a copy of the information held on you please email or write to us at the normal contact address above. If you believe that any information is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.

Our Use of Cookies

Our Site may place and access certain first party Cookies on your computer or device. First party Cookies are those placed directly by us and are used only by us. We use Cookies to facilitate and improve your experience of our site and to provide and improve our products and/or services.

By using our site you may also receive certain third party Cookies on your computer or device. Third party Cookies are those placed by websites, services, and/or parties other than Us. These Cookies are not integral to the functioning of our site and your use and experience of our site will not be impaired by refusing consent to them

Certain features of our site depend on Cookies to function. Cookie Law deems these Cookies to be “strictly necessary”. Your consent will not be sought to place these Cookies, but it is still important that you are aware of them. You may still block these Cookies by changing your internet browser’s settings as detailed below in section, but please be aware that our site may not work properly if you do so. We have taken great care to ensure that your privacy is not at risk by allowing them.

You can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all cookies or only third party Cookies. By default, most internet browsers accept Cookies but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.

Changes to Our Privacy Policy

We may change our Privacy Policy from time to time (for example, if the law changes). Any changes will be immediately posted on our site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of our site following the alterations. We recommend that you check this page regularly to keep up-to-date.

Complaints About Our Data Handling

If you have any cause for complaint about our use of your personal data, please contact us using the details provided above and we will do Our best to solve the problem for you. If we are unable to help, you also have the right to lodge a complaint with the UK’s supervisory authority, the Information Commissioner’s Office.


Party Booking Terms & Conditions

All party bookings and entry to Darlo Play Plaza are subject to accepting the following Terms and Conditions. Please read the Terms & Conditions carefully prior to booking a party.

 

1.0 All information regarding parties at Darlo Play Plaza can be found at www.darloplayplaza.co.uk/parties Please direct any questions or queries you have to hello@darloplayplaza.co.uk or telephone 01325 482864 to speak to a member of our team.

1.1 Your party booking includes a maximum of two adults per child , entry to Darlo Play Plaza, access to activities offered by Staff along with special party touches delivered through the play session, a reserved party table and party food and beverage for children, in our Party Room. 

Making a Party Booking

1.2 All party bookings can be made directly using our online booking system, or by speaking with a member of our team in person or via telephone.

1.3 At the time of booking you will need to confirm your best estimate of the number of children attending and the booking will be made to accommodate the number of children stated.

1.4 We politely request you arrive at Darlo Play Plaza no sooner 5-10 minutes before your party starts and children will not be permitted to play until the party begins, we also ask for any children that arrive before the Birthday boy/girl not to play until they arrive.  Confirmation of Booking

1.5 Once booked you will receive a confirmation phone call 48 hours after the booking made to confirm all details and any follow up questions. 

Payment for a Party

1.6 Please note all party bookings are subject to a non-refundable booking deposit that equals to £50, which is taken off the total. (£8 for non-exclusive packages)

1.7 The remaining amount is payable on the day of the party. 

1.8 Any additional food or costs incurred for accommodating party additions over and above that provided in one of our parties will be added to your booking and charged in full.

1.9 All adults attending the party with children who are not included within the total number of party guests will be required to pay for entry to Darlo Play Plaza and make an online booking via our website.

2.0 Adults are not charged for entry to Darlo Play Plaza and a maximum of two adults are able to attend with each child when attending a party.

Cancellations and Refunds

2.1 Any cancellations made later than 14 days prior to the date of the party are NOT eligible for a refund and will be charged in full along with children who may be unable to attend or did not show.

2.2 If you need or want to cancel your party booking please contact us via email or telephone. Please note the £50 deposit made is secure your booking is non-refundable in all circumstances, but can be transferable. 

2.3 If you cancel your booking 14 days before (or more) the date of the party, you will not be required to make any further payment of the outstanding balance, your initial deposit is however non-refundable.

2.4 In the unlikely event that we need to cancel your party booking for reasons beyond our control, we will ensure an alternative venue is found and if not suitable a full  refund offered.

Short Notice Party Bookings

2.5 Any party booking made within 14 days of the date of a party cannot be part of the Extraordinary or Ultimate Party Package, due to time lacking to buy in extras for the party. 

General Party Booking Information

2.6 The person making the party booking accepts full responsibility for the supervision of children whilst at Darlo Play Plaza, along with parents/guardians attending with children. Staff at  Darlo Play Plaza are present to enhance the play experience of your child during a play session, however, they are not responsible for the supervision and behaviour of children.

2.7 The party booking includes food advertised from our cafe, any extras can be purchased as needed, and any activities provided by an external provider may be subject to separate fees and will be advertised accordingly.

2.8 All customers will receive email confirmation along with a booking reference which acts as proof of securing the party booking. Please check you have received this email following purchase. Your booking reference is required upon arrival and we take no responsibility should you not receive this email due to reasons outside of our control e.g. junk or spam filtering.

2.9 The person making the party booking accepts these Terms & Conditions on behalf of every visitor and is responsible for ensuring these Terms are communicated to and followed by visitors attending.

3.0 Adults are not required to purchase a ticket. An ‘adult’ is a parent or guardian over the age of 18 years entering with a child.

Our Play Sessions & Opening Times

3.1 Darlo Play Plaza’s opening hours are 10am – 6pm, 6 days per week (Closed Tuesdays)  excluding key holiday dates which will be advertised on Darlo Play Plaza website.

3.2 Darlo Play Plaza operates on an open play system, resulting in being able to arrive at any time, and allowing you to stay as long as you’d like. We recommend arriving a minimum of 1.5 hours before closing to allow for enough play time. 

 

3.3 Darlo Play Plaza reserve the right to close all or part of the play village should there be a risk to the safety and security of visitors and staff.

 

Contact Us

17 Valley Street North 

Darlington

County Durham 

DL1 1PY

01325 482864

Open Hours

Monday: 10-6

Tuesday: CLOSED (Term-Time only)

Wednesday: 10-6

Thursday: 10-6

Friday: 10-6

Saturday: 10-6

Sunday: 10-6 

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© 2019 by Darlo Play Plaza