FREQUENTLY ASKED QUESTIONS

It’s only normal to have questions, thankfully we’ve got answers.

 

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.
  • 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.
  • 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.
  • We have our childminder discount for off-peak play valid on term-time weekdays only. We do not currently offer family ticket prices, as we feel our pricing already offers great value for our customers.
WHERE IS THE ENTRANCE AND EXIT TO GRASS HOPPERS?
  1. Entry and exit to Grass Hoppers is now available instore via Tong Garden Centre’s Outdoor Plant Canopy area.
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 menu of hot and cold food, light bites, drinks, snacks and , 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 [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. 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.
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. 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.
  • 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.
DO YOU HOLD BIRTHDAY PARTIES?
  • Yes, parties are also available to book online.
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.
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.
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.
  • 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.
  • We think that children aged up to 10 years old will get the most out of Grass Hoppers.

PLAY EQUIPMENT
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.

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.

INDOOR PLAY AREA
TERMS & CONDITIONS

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 AREA
TERMS & CONDITIONS

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 childre
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

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.

Grass Hoppers Parties
  • 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.
  • 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.

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.

Lakeside Hideaway Booking Terms & Conditions

Access and security
  • On arrival at Tong Garden Centre, head to Grass Hoppers reception desk where our team will be waiting to scan you in and take you to your cabin
  • The Lakeside area is secured with a coded padlock – our team will inform you of the code so you can go in and out throughout your booked timeslot, however for safety reasons the padlock must be kept locked at all times and the gate not propped open
  • You will be given a key to your cabin so you can store your belongings safely and securely. At the end of your timeslot the key should be returned to Grass Hoppers reception desk
  • You have access to indoor and outdoor play throughout your timeslot, however if deemed necessary for safety reasons, we may close some or all of the outdoor play equipment in adverse weather or heavy rain
  • The path around Lakeside is suitable for pushchairs and wheelchairs, with a small bark area to cross – our team will put out an access board when this is needed
  • All visitors must respect the area and any wildlife within it. If any intentional damage or harm is caused you may be asked to leave and no refund issued
  • Some areas may be closed off whilst works are taking place and cannot be accessed
  • Dogs are not permitted, except assistance dogs
  • Access to The Lakeside Hideout must not be given to anyone not included in your booking
  • No items should be removed from the cabins or Lakeside area
  • You must vacate your cabin and Grass Hoppers promptly at the end of your timeslot, taking all personal belongings with you. If you exceed your timeslot, entry price to Grass Hoppers will apply where necessary
Safety
  • The group leader is responsible for ensuring all members of the group are informed of this safety information and adhere to it at all times. Failure to comply may result in all members of the group being asked to leave and no refunds will be issued
  • Access to the lake is not permitted. Do not climb the fence or try to gain access at any time
  • Stick to the paths – do not climb fences to access the woodland areas
  • Follow instructions on signage, or given by our team
  • Grass Hoppers and The Lakeside Hideaway are unsupervised areas. Adults must supervise children in their care at all times. We can accept no responsibility for any injuries or loss howsoever caused
  • BBQ’s, food heating equipment and candles are not permitted inside or outside the cabins
  • Smoking or vaping are not permitted in Grass Hoppers or the Lakeside Hideaway and cabins
  • Do not cover the cabin heaters
  • If you have an accident or require a 1st Aider, you must notify our team immediately by calling 0113 2859750 or seeing a member of our team Grass Hoppers reception desk
  • If there is a fire in your cabin, get everyone out immediately, inform our team and go quickly but calmly to the assembly point, which is located next to the entrance gate in Grass Hoppers outdoor play
Food and drink
  • If you’ve booked a picnic or hot drinks package they will be in your cabin on arrival. Please let us know prior to your booking if you have any allergies or dietary requirements
  • You are welcome to bring along your own food and drink, however this cannot be eaten in Grass Hoppers indoor area and we ask that you do not bring and glass or crockery
  • Alcohol is not permitted
  • You are welcome to purchase food from Woody’s Kitchen in Grass Hoppers and take to your cabin in takeout containers. Orders cannot be placed via the app to be delivered to the cabins
General information
  • Please note we operate a strict no refunds policy. If you wish to move your booking, you can do so up to 24 hours before the start of your timeslot by contacting our team by email on [email protected] or by phone on 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.
  • Each booking is for a maximum of 6 people per cabin – under 1’s will not be included in your total. A maximum of 2 additional people can be added to your booking priced at £10 per person (adult or child)
  • Each member of your group will be issued a wristband, which must be worn throughout your booking
  • Toilets and baby changing facilities are located within Grass Hoppers indoor area
  • Bins are provided within your cabin – please dispose of all your rubbish before leaving
  • On leaving please ensure the gate padlock is on and hand your key in to our team at Grass Hoppers reception
  • If you need assistance at any time, call our team on 0113 2859750 giving them your cabin number
Hopper

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.