FAQs & Terms & Conditions

Coronavirus

Anyone who is experiencing any symptoms related to covid-19 must follow the government guidelines and must NOT visit Grass Hoppers until the recommended isolation period is complete. By purchasing tickets and agreeing to our Terms & Conditions to visit Grass Hoppers you are agreeing that each member of your party is NOT displaying covid-19 symptoms, and are therefore safe to enter.

IMPORTANT ANNOUNCEMENT 29/11/21

From Tuesday 30th November 2021, it is a legal requirement to wear a face covering in shops unless exempt. We therefore ask that face coverings are worn inside the garden centre at all times unless eating or drinking in Blooms Kitchen, The Mezzanine or Grass Hoppers.

Customers may enter the store without a face covering if they have a medical condition or invisible disability that prevents them from wearing a covering.

You may be approached by our team if you are not wearing a face covering so we ask that you make us aware if you are exempt.

Our team will all wear face coverings in store unless exempt.

Please be considerate and be safe whilst shopping with us.

Grass Hoppers is an unsupervised play area

Adults must supervise children in their care at all times. We can accept no responsibility for any injuries or loss howsoever caused.

Rules of play

Children must be supervised at all times – indoor and outdoor
Parents or guardians are responsible for their children adhering to social distancing guidelines and we therefore ask parents or guardians to assist their children so as not to overcrowd equipment.
As the responsible adult we ask you to assess the capabilities of your children and ensure they use age appropriate play equipment safely and responsibly
Adults may accompany small children on equipment, but care must be taken around other children
Height and age restrictions are in place for safety reasons and must be adhered to
Food and drink (including chewing gum) are not permitted on any of the play equipment
Smoking (including e-cigarettes) is not permitted anywhere in Grass Hoppers

Capabilities and safety

Children must wear appropriate clothing - ideally legs and arms should be covered to minimise the risk of personal injury. All sharp items should be removed and pockets emptied of loose objects (jewellery, badges, belts etc) before using any play equipment
Any children who have obvious recent injuries, or are unwell must not visit Grass Hoppers for at least 48 hours after their symptoms have ceased
We fully expect you will want to capture photos and videos of the child(ren) in your care enjoying themselves whilst at Grass Hoppers. We are aware, however, that some parents or carers may not want images of children in their care taken or shared in a public domain such as on social media. With this in mind, our guidelines recommend you only capture pictures of the child(ren) in your care. If you do have images of other children, we advise that you seek consent from the adult responsible if you intend to publish these in a public domain.
We reserve the right to restrict or close some area’s in poor weather conditions when we consider this advisable for Health and Safety reasons
For safety and security, we operate CCTV within the Garden Centre

Reporting incidents

All accidents must be reported to a member of staff and recorded in our accident book
If accidents occur involving vomit, urine or faeces this must be reported to a member of staff immediately
Fighting, bullying or any behaviour deemed destructive or inappropriate will not be tolerated. Any concerns/incidents should be reported to a member of staff

Food and drink

You are welcome to bring a picnic to eat in our designated picnic area which will be located in our outdoor playground.
For safety reasons we ask that only disposable crockery & cutlery is used outdoors.
Glass bottles are not permitted anywhere within Grass Hoppers
Alcohol is not permitted
BBQ’s are not permitted
Picnics and own food can only be eaten in outdoor areas
Food and drink is not allowed to be consumed whilst in the garden centre.

Cancellation / Amendment Policy

Please note we operate a strict no refunds policy

If you wish to move your booking, you can do so up to 2 hours before the start of your session by contacting the team by email through grasshoppers@tonggardencentre.co.uk or by phone 0113 2859750. If you created an account when making your booking you can amend your play session yourself through the My Account section on our booking system here, please speak to a member of the team if you need help.

Tickets are only valid on the play date and playtime session that they were purchased for. You can transfer your booking to another date and/or time 2 hours in advance by contacting Grass Hoppers on 0113 285 9750 or by emailing grasshoppers@tonggardencentre.co.uk , please quote your booking refrence. Refunds cannot be offered in the event of non-attendance for any missed bookings.

Indoor Play Equipment

Adults may accompany small children, but care must be taken around other children
Children must not walk up slides, or go on equipment in the opposite direction to which instructed
Children must play in the age appropriate areaʼs and adhere to height restrictions
Parts and play equipment must not be removed from the play frame
Shoes must be removed, but socks must be worn

Outdoor Play Equipment

Bouncing Pillows

Adults may accompany small children on the Bouncing Pillows, but care must be taken around other children (max weight 125KG)
Shoes must be removed, but socks should be worn
No front flips or somersaults
No fighting or pushing others
Must not be used if wet
Users must be suitably fit and without medical issues that may be aggravated by use of this equipment, allow 1.5 metres space form other users and the edges of the pillow, maximum of 28 users however we may limit numbers or apply timed sessions at busy times

Go Karts

Adults can accompany small children on the Go Karts
Only one child per go kart
Go karts to drive in anti-clock wise direction
Children should wait for their turn behind the entrance line and exit the track as soon as their ride is finished
Shoes must be worn at all times

Zipline

Only one child at a time to ride on (unless an adult accompanying a small child)
Children to remain seated – no standing on the seat
Children to move away from the area once their turn is finished
No excessive force to be used to push children

Dotty’s Toddler area

This area is exclusively for under 3’s– older siblings can accompany children if care is taken, but should not use the toys
Toys must be kept within this area

Sand pits

Only sand toys / buckets & spades to be taken in the sand pits
No climbing on water trays

Trim trail

Adults to ensure children are capable of using this equipment
Shoes should be worn at all times

Playground and fort

Children to move away from equipment once they have finished their turn (ie swings, seesaw, rockers)
Adults to ensure children are capable of using this equipment as there are high levels

FAQs

HOW DO I BOOK FOR A SESSION?

We are only allowing online bookings for our sessions. Booking and payment on arrival is not currently available.

If you arrive without a ticket and there is capacity for a session that is about to begin or has already started, you can book online using your own mobile device whilst in store with us.

If you are unable to attend your session you can make amendments to your booking via your Digitickets account, or by contacting us at least 2 hours prior to your booking. Please note, we do not offer refunds.

WHERE IS THE ENTRANCE AND EXIT TO GRASS HOPPERS?

Entry and exit to Grass Hoppers is now available instore via Tong Garden Centre’s Outdoor Plant Canopy area.

DO I NEED TO WEAR A FACE MASK?

From Tuesday 30th November 2021, it is a legal requirement to wear a face covering in shops unless exempt. We therefore ask that face coverings are worn in the garden centre and Hearty’s Food Hall at all times.

Customers may enter the store without a face covering if they have a medical condition or invisible disability that prevents them from wearing a covering.

You may be approached by our team if you are not wearing a face covering so we ask that you make us aware if you are exempt.

Currently, hospitality settings are exempt from this measure. Although you will not be required by law to wear a face covering in Grass Hoppers, The Mezzanine or in Blooms Kitchen, we continue to strongly encourage the wearing of face coverings to protect each other and our team.

Our team will all wear face coverings in store unless exempt.

DO YOU STILL HAVE SANITATION STATIONS AVAILABLE?

Yes, and on arrival we will ask every visitor to sanitise their hands.

WHAT FOOD/DRINK OPTIONS ARE AVAILABLE?

Woody’s Kitchen is open with a wider menu than previously available, please note we stop serving hot food 15 minutes before the end of each session.

We now have a new service “Click & Serve” available, on arrival please find a table, scan the QR code and follow the onscreen instructions to place your food and drink order, please remember to check you have entered the correct table number. A member of the team will then serve your order at the table. If you have an outdoor table we will bring the food out in takeaway containers.

We will still be accepting our FreeBee loyalty card so you can continue to get a stamp for every ice cream and hot drink, as well as redeeming any completed cards. For those who order via the app our team will stamp their card at the table.

WHAT IF I WANT TO CANCEL OR AMEND MY BOOKING?

If you wish to cancel or move your booking, you can do so up to 2 hours before the start of your session by contacting the team by email through grasshoppers@tonggardencentre.co.uk or by phone 0113 2859750. If you created an account when making your booking you can amend your play session yourself through the My Account section on our booking system here, please speak to a member of the team if you need help. Refunds cannot be offered in the event of non-attendance for any missed bookings.

HOW MANY ADULTS CAN ENTER?

Adult entry is free of charge however in order to offer an enjoyable experience we will continue to restrict the number of adults per child to a maximum of two adults.

CAN I BRING A PICNIC?

Yes, if you wish to bring your own food and drink, you can do so and enjoy this outside. However please remember that we do not allow glass or any other breakable crockery, alcohol and BBQ’s.

IS THERE A LOYALTY CARD OR DISCOUNT AVAILABLE?

Yes, we offer a FREEBEE card where your card is stamped once with every ice cream or hot drink purchased. Your 9th is a FREEBEE and valid for any regular hot drink or single cone ice cream.

WILL THERE BE CHILDMINDER / GROUP DISCOUNT?

We have reintroduced our childminder discount for off-peak play valid on term-time weekdays only.

WHAT HAPPENS WHEN I BUY A TICKET ONLINE?

When you buy a ticket online you'll receive an order confirmation by email that includes your unique Booking Reference Number and a barcode. You can then either print this ticket, or use your smart phone to present the bar code for scanning to permit entry to Grass Hoppers. If neither of these options are available, please make a note of your booking number so we can enter it into our system to find your booking.

CAN I GET A REFUND IF WE CAN'T MAKE A BOOKED SESSION?

Tickets are only valid on the play date and playtime session that they were purchased for. You can transfer your booking to another date and/or time 2 hours in advance by contacting Grass Hoppers on 0113 285 9750 or by emailing grasshoppers@tonggardencentre.co.uk , please quote your booking reference. Refunds cannot be offered in the event of non-attendance for any missed bookings. Refunds cannot be offered in the event of non-attendance for any missed bookings.

CAN I PURCHASE A TICKET ON THE DAY?

Tickets can only be purchased online up to the start of the session if we have spaces available you can order whilst in store via your mobile device, therefore we encourage you to book early to avoid disappointment. It will not be possible to pay in person at the time of your visit.

CAN I BOOK ONTO MORE THAN ONE SESSION AND STAY FOR THE DURATION OF THESE?

You are welcome to pre-book onto multiple timed sessions per day, however all customers will need to exit Grass Hoppers at the end of each timed session so our team can clean and fully prepare the play area for the next session.

CAN I BUY A FAMILY TICKET TO GRASS HOPPERS?

We do not currently offer family ticket prices, as we feel our pricing already offers great value for our customers.

DO YOU HOLD BIRTHDAY PARTIES?

Yes, parties are available to book for dates from the 19^th of July.

HOW CAN I GET IN CONTACT WITH YOU?

For any questions about your booking or your visit please email us at grasshoppers@tonggardencentre.co.uk or call 0113 285 9750

WHO SUPERVISES THE CHILDREN?

Parents/guardians remain responsible for and must supervise the children in their care at all times. Whether inside or outside, children must be supervised by an adult over 18 years of age who is responsible for their care for the duration of your visit to Grass Hoppers. At no time can children be left in Grass Hoppers unattended.

Grass Hoppers accepts no liability for injuries incurred in the playground but will ensure the playground is safe and secure. Staff must report any damaged property immediately.

CAN I BRING A PUSHCHAIR IN?

Yes, prams and pushchairs will be allowed in our outdoor play area.

CAN I LEAVE AND RE-ENTER GRASS HOPPERS PLAY THROUGHOUT THE DAY WITH THE SAME TICKET?

Your Grass Hoppers admission ticket allows you to play on the specific date and playtime session of your booking only. Should you wish to leave and return during that playtime session, we will provide you with a stamped voucher on exit and re-entry will be permitted. Entry to another playtime session is not permitted.

IS SMOKING PERMITTED IN OR AROUND GRASS HOPPERS OR AT TONG GARDEN CENTRE?

No. Tong Garden Centre and all its outdoor areas are smoke and vapour free zones. Smoking and vaping is not to be permitted within Grass Hoppers' indoor or outdoor areas.

DO YOU ALLOW DOGS INTO GRASS HOPPERS?

We don't allow dogs unless they are special assistance or guide dogs. Please do not leave your dog in an unattended car.

WHAT AGE IS GRASS HOPPERS SUITABLE FOR?

We think that children aged up to 10 years old will get the most out of Grass Hoppers.

DO YOU HAVE ANY BABY CHANGING FACILITIES?

Grass Hoppers is a family attraction so we have massively improved our facilities and created a supersized changing room called The Pod with changing rooms and baby changing. In addition, and based on your valuable feedback, you'll also find we've added lots more toilets located inside, all in addition to the toilets already located in the outdoor playground. What's more, we've introduced a baby feeding corner.

IS GRASS HOPPERS' BREASTFEEDING FRIENDLY?

You are very welcome to breastfeed your baby whilst you are with us. If you would like a private space please speak to a member of the team.

IS THERE PARKING NEARBY?

Yes, Tong Garden Centre has a large car park with ample parking and an area close to the main entrance offering "Child Friendly" parking places too.

ARE THERE ANY AGE, HEIGHT OR CAPACITY RESTRICTIONS ON SPECIFIC ATTRACTIONS?

Attractions that have restrictions are signposted with clearly-stated rules for use, including maximum numbers of children. As the play is unsupervised, play is at own risk and disclaimer signage clearly states we can accept no responsibility for injury or loss howsoever caused.

If you have a question that we haven't answered above, please email grasshoppers@tonggardencentre.co.uk

Grass Hopper Parties Terms & Conditions

Grass Hoppers is an unsupervised play area

Adults must supervise children in their care at all times. We can accept no responsibility for any injuries or loss howsoever caused.

You will need to pay for the minimum number of children (10) on booking, which will be the deposit and this is non-refundable and non-transferable. Final confirmation of numbers and any dietary requirements must be made 7 days prior to your party by phone or email, with the final balance being paid for on the day for your final confirmed numbers.

Invitations are included in each package and are available to download from our website or by collecting from Grass Hoppers.

As the party organiser you may arrive 15 minutes before the party is due to start, so that you can decorate your party room and bring in your cake. We also would recommend your party guests arrive 15 minutes early to avoid any delay to the start of your party.

A member of our team will be available throughout your party. They will ensure you have squash available, bring your buffet at the pre agreed time and help with your cake if needed.

Unless you specify otherwise, we will provide plates, napkins and cups. Please let us know what time you would like to serve your food.

You are responsible for ensuring your party room is vacated promptly after your 2 hour session, along with all personal belongings.

If any siblings are accompanying a party guest but not attending the party they will be subject to the normal admission fee for the specific play time and their playtime will need to be booked separately.

We are able to cater for most special dietary requirements, please ensure you advise us of any specific needs at least 7 days before the date of the party.

Adults food platters / drinks available – must order 7 days prior when confirming party.

Cancellation Policy

If for any reason you wish to cancel your party booking, please contact us as soon as possible. Unfortunately your deposit is non-refundable. We reserve the right to close or restrict access to some areas in adverse weather conditions for health & safety.

If the Government advice changes on group gatherings and we are unable to host your party on the date you booked we will where possible offer an alternative date and in the event of no suitable date we will offer a full refund.

Safety Information

We have members of our team working around the play area who can contact a First Aider if needed. In the event of an accident, please inform a member of our team who will get a First Aider for you. An accident form must be completed.

Personal items must be left with the party organiser or a guardian – we cannot accept any liability for loss or theft.

To protect you and your children, we ask that you take photos and video of your children only, respecting the rights and privacy of other families in the play centre.

Other Information

We have plenty of free on-site parking available.