Terms & Conditions
Welcome to Twig & Tumble—a sensory-friendly space designed for connection, exploration, and calm. By booking a play session or attending an event, you agree to the following terms and conditions, which help us maintain a safe and joyful environment for all.
1. About These Terms
1.1 These terms outline how we provide our services (“Services”) to you.
1.2 Please read them carefully before confirming your booking. They explain who we are, how we operate, and what to do if something goes wrong. If you spot anything that feels unclear or needs adjusting, we’re happy to chat.
2. Who We Are & How to Reach Us
2.1 We are Twig & Tumble, based in Enniskillen, Northern Ireland.
2.2 You can contact us by email at twigandtumble@outlook.com
2.3 If we need to reach you, we’ll use the phone number or email you provided when booking.
2.4 “Writing” includes emails—no need for stamps.
3. Your Booking
3.1 You can book play sessions, parties, or group visits through our website or by contacting us directly.
3.2 A booking is confirmed once we send you a confirmation email—at that point, a contract is formed between you and us.
3.3 If we’re unable to accept your booking (e.g. we’re fully booked or there’s a scheduling conflict), we’ll let you know and won’t charge you.
4. Using the Venue
4.1 Our space may look slightly different from photos depending on the season or setup.
4.2 Your booking grants you access to the venue for the agreed time, but we retain management and control of the space.
4.3 We ask that you and your guests use the space respectfully and follow these guidelines:
4.3.1 Behaviour: No unlawful, disruptive, or unsafe activities.
4.3.2 Property Care: Please treat our equipment and environment gently. Any damage may incur a charge.
4.3.3 Health & Safety: Use the space at your own risk. Report any incidents or injuries to our team immediately.
4.3.4 Equipment Use: Use all equipment as intended and follow any instructions provided.
4.3.5 Activities: Some activities may carry minor risks. By attending, you accept responsibility and give consent for participation.
4.3.6 Supervision: Children must be supervised by a responsible adult at all times.
4.3.7 Lost Property: Please take all belongings with you. We’ll hold lost items for one month before responsibly disposing of them.
4.3.8 Clothing: Wear comfortable, safe clothing and footwear suitable for play.
4.3.9 Allergies & Medical Needs: Let us know about any allergies, medical conditions, or dietary needs as early as possible.
4.3.10 First Aid: Our team can offer basic first aid. By attending, you consent to this for children under your care.
4.3.11 Litter: Please help us keep the space tidy by using the bins provided.
5. Making Changes
5.1 If you’d like to change your booking, contact us as soon as possible. We’ll let you know if it’s possible and confirm any adjustments to pricing or timing before proceeding.
6. Our Right to Make Changes
We may occasionally adjust our services or policies to reflect new regulations or improve your experience.
6.1 Minor changes: These might include updates to our facilities or small health and safety improvements. They won’t affect your booking in any significant way.
6.2 Significant changes: If we need to make a major change to your booking or these terms, we’ll let you know in advance. You’ll have the option to cancel and receive a full refund if you prefer not to proceed.
7. Providing Our Services
7.1 Booking dates: We’ll provide your session or event on the date you selected when booking.
7.2 Events beyond our control: If something unexpected happens—like severe weather, illness, or government restrictions—we’ll contact you as soon as possible and do our best to minimise disruption.
Examples include:Snow, storms, or extreme weather
Natural disasters
Epidemics or pandemics
Government-mandated closures or legal changes
Accidents or venue damage
7.3 Information we need from you: We may ask for details (e.g. allergies, guest names, contact info) to help us prepare your session. If we don’t receive this in time, we may need to cancel or charge a small fee to cover extra admin.
8. Your Right to Cancel
You’re always welcome to end your booking, but your refund eligibility depends on the reason and timing.
8.1 If something goes wrong: If we don’t deliver the service as promised, you may be entitled to a refund or rebooking.
8.2 If we make a major change: You can cancel and receive a full refund if:
We change the terms or services and you don’t agree
We make a pricing or description error
There’s a significant delay due to events outside our control
We’ve done something wrong and you have a legal right to cancel
8.3 No cooling-off period: Because bookings are for specific dates/times, they’re exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013.
8.4 If you simply change your mind: You can still cancel, but we may retain part or all of the booking fee depending on timing (see clause 9.3).
9. How to Cancel
9.1 Let us know: Please email us at twigandtumble@outlook.com with your name, booking details, and reason for cancellation. If you cancel verbally, it’s only confirmed once we reply in writing.
9.2 Refunds: If you’re eligible for a refund, we’ll return the amount via your original payment method.
9.3 Refund eligibility: If you cancel without cause, refunds may not apply.
COVID-19: If your session is cancelled due to legal restrictions or government guidance, you’ll receive a full refund.
9.4 Flexible options:
You may transfer your booking to another date at no extra cost—just email us.
If we cancel (e.g. due to illness, safety, or venue issues), you’ll receive a full refund or rebooking option.
In exceptional cases (e.g. mandated closures), we may offer a refund, credit, or alternative dates.
10. Our Right to Cancel
We may need to end the contract if something goes wrong. If so, we’ll always communicate clearly and fairly.
10.1 We may cancel if:
Payment hasn’t been made within one week of a reminder
There’s a serious breach of these terms
You haven’t provided essential information we’ve requested
10.2 If we cancel for these reasons, we’ll refund any payments made for services not yet provided.
10.3 If we decide to stop offering a service, we’ll let you know in advance and refund any payments for sessions that won’t go ahead.
10.4 If an event outside our control prevents us from delivering the service, we may cancel and refund any payments for services not yet provided (see clause 7.2).
11. Let’s Talk
If you have a concern during your visit, please speak to a team member right away—we’re here to help. If you’d like to raise a formal complaint, please email us at [insert your email] as soon as possible after your visit.
11.2 Your Legal Rights
We’re committed to providing services with care and in line with the law. Under the Consumer Rights Act 2015, you’re entitled to:
Services carried out with reasonable care and skill
Fair pricing if no price was agreed beforehand
Timely delivery if no date was agreed
For more details, visit www.citizensadvice.org.uk or call 0800 144 8848.
12. Pricing
Prices are listed on our website and we do our best to ensure they’re accurate.
If we spot a pricing error before confirming your booking, we’ll contact you to discuss options.
If a pricing error is obvious and you reasonably could have noticed it, we may cancel the booking and refund you.
12.3 How to Pay
We accept debit/credit cards and bank transfers to the account details provided.
12.4 When to Pay
Play sessions: Full payment at time of booking
Party packages: £50 deposit at booking; balance due before the event
School visits: Invoiced in advance; payment due by agreed date
13. Loss or Damage
We’re responsible for foreseeable loss or damage caused by our failure to meet these terms or use reasonable care.
We’re not responsible for loss or damage that couldn’t have been predicted.
13.2 We don’t limit liability where it’s unlawful to do so—this includes injury caused by negligence or breach of your legal rights.
13.3 Personal Safety
You and your guests are responsible for using the space safely and sensibly. Please follow all safety guidance. In the absence of negligence, use of the venue and participation in activities is at your own risk.
13.4 Property
We’re not responsible for lost, stolen, or damaged belongings unless caused by our negligence.
14. Privacy
We only use your personal information as outlined in our [Privacy Policy]. Your data is handled with care and respect.
15. Other Important Terms
15.1 We may transfer this agreement to another organisation, but we’ll let you know and ensure your rights remain protected.
15.2 This contract is between you and us—no one else has rights under it.
15.3 If part of this contract is found to be unlawful, the rest remains valid.
15.4 If we delay enforcing any part of this contract, we can still enforce it later.
End of Contract.