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.

Following the Government’s advice, we ask that you please do not meet in groups of more than 6 people when visiting Grass Hoppers Indoor & Outdoor Play. Please note Adults must wear masks unless seated or in our outdoor play area.

Track & Trace

• Following government guidance, your contact details will be recorded in support of the NHS Track & Trace program, please note this information will not be used for any other purpose and will be kept as long as necessary in accordance with our privacy policy. In support of track and trace we may ask for each member of your group's contact details.

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 [email protected] 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 [email protected] , please quote your booking refrence. Refunds cannot be offered in the event of non-attendance for any missed bookings.

Rainy Day Policy

As we know, the Great British weather can be unpredictable, so we recommend you double check the weather forecast before making your booking as there will be a strict no refund policy. We’ll keep you updated on our social media pages regarding this.

If you wish to move your booking, because you’ve seen the forecast is bad, you can do so up to 2 hours before the start of your session by contacting the team.

We have reinstated our large marquee to cover the seating area outside, which means that you can stay dry during the occasional shower.

If we do get a shower, don’t worry, our team will be on hand with some rainy-day activities to keep the little ones entertained.

However, should rain hamper the majority (60 plus minutes) of your session, we will offer you a free play voucher.

Indoor Play Equipment - Reopening 17th May

• 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
• At busy times we may limit numbers on at any one time and timed sessions may be in effect

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 when Indoor Play Reopens

We are pleased to announce, following the further lifting of government restrictions, that we are safely re-opening the indoor play area within Grass Hoppers on 17th May. This means that play time at Grass Hoppers is once again an access all areas ticket with the opportunity to play inside and outside, subject to weather conditions. Here are some further details to help you prepare for your visit, if you intend to make a trip to Grasshoppers.

  

HOW ARE YOU KEEPING EVERYONE SAFE?

As always, our priority is the safety of you and our team, so we have taken steps to ensure this continues to be the case.

·         We are further reducing the number of children we allow in to Grass Hoppers now that indoor play is reopening

·         Playtime sessions every day meaning less people on equipment and more frequent cleaning

·         Food menu with a focus on quick takeaway options

·         Sanitising stations and regular cleaning of equipment

·         Queue systems to allow for social distancing

·         Clear flow in high traffic areas such as into toilets and the outdoor play area

·         Face coverings are to be worn by adults and children over 11 in all indoor areas but are not required whilst seated at a table

·         Online booking only as this allows us to capture all necessary details for track and trace

HOW MANY ADULTS CAN ENTER?

Adult entry is free of charge however we will continue to restrict the number of adults per child to a maximum of two adults so as to ensure social distancing within Grass Hoppers. We will continue to review this and announce any updates as and when we are in a position to do so.

WILL THERE BE CHILDMINDER / GROUP DISCOUNT?

We have reintroduced our childminder discount for off-peak play valid on term-time weekdays only. As we are unable to allow groups, there is no group discount available at this time.

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.

DO I NEED TO WEAR A FACE MASK?

Face coverings must be worn by adults in all indoor areas including passage through to the outdoor area and when accessing any of the facilities and play equipment in the indoor area. When in the outdoor play area, you are not required to wear your face covering.

Children under 11 are not required to wear a face covering.

WHAT IS DIFFERENT IN GRASS HOPPERS?

As we are still required to sit 2 metres apart, we have a reduced number of tables inside and have removed the large chairs and sofas for the time being. We ask that tables are not moved from where they are situated and tables or chairs are not reserved with coats and bags when not in use. Visitor lockers are available to store your personal belongings whilst you enjoy your playtime.

There is still plenty of seating outside too however our marquee covering the large paved area will no longer be in use from June.

At times, we may need to close sections of indoor play for cleaning.

Microwaves are still available for your use, but we ask that you clean them after use

Highchairs are available and we ask that you leave them at your table after use for our team to collect, clean and sanitise.

WHAT IF IT RAINS?

Now that both indoor and outdoor play is available, the rainy day policy we introduced when we could only offer outdoor play no longer applies. At times, we may need to close equipment in the outdoor play area, or the entire area, due to the weather conditions.

WHAT FOOD/DRINK OPTIONS ARE AVAILABLE?

Woody’s Kitchen is open with a wider menu than previously available.

Food and drink is not allowed to be consumed whilst in the garden centre.

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 [email protected] 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.

HOW MANY PEOPLE CAN SIT TOGETHER?

We have created enough space to ensure everyone is at least two meters apart in line with current guidelines with tables able to accommodate up to 4 people. We kindly ask that tables are not moved around to keep everyone safe, so if you visit and notice other households, then please respect the social distancing rules.

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.

CAN I ENTER THE STORE ONCE OUR SESSION HAS FINISHED?

As we are restricting and counting the number of people in store, we will have a separate entry point for all our Grass Hoppers guests. If you wish to enter the store after/or before your Grass Hoppers visit, then we kindly ask that you enter via the main store entrance. At times, a queue system may be in operation at the entrance to manage numbers coming into the centre

WHAT FACILITIES ARE AVAILABLE?

Our toilets and baby changing facilities will be open and available. We just ask that everyone adheres to the guidance that we have in place and wear a face mask when using the facilities.

We would also like to remind all customers that our outdoor play area is a no smoking area, including the use of e-cigarettes. If customers wish to smoke, we kindly ask that you go outside to the front of the store

At times, we may need to close equipment in the outdoor play area, or the entire area, due to the weather conditions.

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.

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.

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 [email protected] , please quote your booking reference. 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.

HOW MANY ADULTS CAN ENTER PER BOOKING?

For each child or under one we allow 2 FREE Adult tickets, in order to follow the guidance provided by the Government this will be strictly adhered to.

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?

Unfortunately we are currently not taking bookings for parties, please follow us on social media to stay up to date on the latest news.

HOW CAN I GET IN CONTACT WITH YOU?

For any questions about your booking or your visit please email us at [email protected] 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.

WILL WE BE ABLE TO BUY FOOD?

Yes, Woody’s Kitchen will be open daily for you to buy food and drink. All hot food stops 15 minutes before the end of each session.

CAN WE BRING A PICNIC WITH US?

Yes, you are still welcome to bring a picnic to eat in our designated picnic area which will be located in our outdoor playground. For health and safety, we don't allow glass bottles and barbeques are not permitted. Alcohol is also strictly forbidden in Grass Hoppers. Please note that we don't allow your own food or picnics to be eaten in Woody's Kitchen or any of the indoor areas.

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. In The Pod, we've introduced a baby feeding corner for a little more privacy.

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 [email protected]​​​​