Booking Terms and Conditions

Head Over Heels is the Trading name for Play Latte Ltd Co. No. 05146443

Last update 26/07/2024

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General Admission

• Tickets can be purchased online or on arrival subject to availability.

• Once purchased, all Admission Tickets are non-refundable.

• This is a cashless venue. Our staff are unable to take cash payments.

• Your session time includes all your time in the venue including in the cafe.

• Customers are responsible for arriving and leaving the venue at the times stated on their booking confirmation.

• Head Over Heels venues offer car parking facilities and disabled parking but does not guarantee availability. More information about car parking facilities at the venues and local parking alternatives are available on the website on the Chorlton and Wilmslow ‘Book Tickets’ pages.

• It may be possible to extend your session time by taking advantage of our 'stay longer' rates when there is availability. Customers who choose to stay longer will be charged on exit and the balance must paid for in full before leaving the venue.  

• Your booking at Head Over Heels Chorlton or Head Over Heels Wilmslow is acceptance of our Fair Play Policy, copies of which can be found in the centre and on our website at https://www.headoverheelsplay.co.uk/fair-play-policy

• Parents and guardians are responsible for the supervision of their children on the premises.

• Only food and drinks purchased at Head Over Heels can be consumed on the premises.

• No helium balloons are allowed in our Wilmslow centre. No confetti or confetti cannons. No decorations are permitted without prior agreement in writing.

• All requests to move a booking must be made in writing via email a minimum of 4 hours prior to the start time of the booking. We cannot move a booking after the session has taken place. We charge a standard Administration Fee of £5 for this service. Bookings can only be moved to a date within 3 months of the original booking date and for the same ticket type. All new bookings are subject to availability. After this 3 month period, the booking will be cancelled.

• In the unlikely event that Head Over Heels is unable to open, due to circumstances outside of its control, then a full refund of the admission price will be given.

• Head Over Heels reserves the right to close parts of the play frame and remove equipment from use during our trading hours, if necessary to ensure the safety of our guests.

• Head Over Heels reserves the right, to refuse admission, remove from the premises without any right to a refund, any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff.

• Head Over Heels do not knowingly allow any guest to use or visit our venues who: (i) has an unspent criminal conviction; (ii) has an entry on a criminal register (including the sex offenders' register); (iii) has any record of any order indicating antisocial behaviour, violence, abuse, public disorder, or criminal damage or any other form of antisocial behaviour; (iv) is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003; or (v) is subject to a Risk of Sexual Harm Order or Child Abduction Notice. If you don't disclose this information about yourself or any other member of your party, and it later becomes known to us, we reserve the right to cancel your booking and require that you, and the other members of your party, leave the venue, without refund.

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By booking a ticket at Head Over Heels I agree to the terms and conditions as outlined above. 

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Gift Vouchers

• Head Over Heels gift vouchers are valid for one year from issue and the expiry date is recorded on each voucher.

• Gift Vouchers are non-refundable and non-transferable.

• Vouchers may not be applied to the payment of bookings already made.

• Vouchers have no cash value but can be exchanged for any Head Over Heels Admission activity at any time subject to availability during the period of validity up to the purchase value of the voucher, subject to availability.

• Gift Vouchers can be redeemed online at headoverheelsplay.co.uk by entering the voucher code on the check out page and at our venues by presenting the voucher code to the reception team when buying admission entry tickets.

• Any additional cost exceeding the value of the voucher will be paid by the redeemer.

• Gift Vouchers cannot be exchanged for cash and physical change will not be given.

• Gift Vouchers cannot be redeemed in the cafe against food or beverage purchases or online against party purchases.

• To check the status of your gift card online visit https://bookings.headoverheelsplay.co.uk/booking/check-my-voucher and enter the voucher number.

• If a Gift Voucher is lost, please contact receptionwilmslow@headoverheelsplay.co.uk or receptionchorlton@headoverheelsplay.co.uk with the same email address used to purchase your gift voucher. Head Over Heels may ask you to confirm contact details to verify your identity

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Wilmslow Cabana Reservations

• Cabana Reservations can be purchased online or on arrival subject to availability.

• Maximum capacity in the Cabana is 8 persons.

• Once purchased, all Cabana Reservations and Admission Tickets are non-refundable.

• Your Cabana Reservation session time includes all your time in the Cabana and at the venue.

• Customers are responsible for arriving and leaving the venue at the times stated on their booking confirmation.

• Only food and drinks purchased at Head Over Heels can be consumed on the premises.

• No helium balloons are allowed in our Wilmslow centre. No confetti cannons. No decorations are permitted to be put up in the Cabanas or centre without prior agreement in writing.

• It may be possible to extend your Cabana Reservation session time by taking advantage of our 'stay longer' rates when there is availability. Customers who choose to stay longer will be charged on exit and the balance must paid for in full before leaving the venue. 

• Your booking at Head Over Heels Wilmslow is acceptance of our Fair Play Policy, copies of which can be found in the centre and on our website at https://www.headoverheelsplay.co.uk/fair-play-policy

• Parents and guardians are responsible for the supervision of their children on the premises.

• Head Over Heels reserves the right, to refuse admission, remove from the premises without any right to a refund, any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff.

• In the unlikely event that Head Over Heels is unable to open, due to circumstances outside of its control, then a full refund of the Cabana Reservation admission price will be given.

• We reserve the right to close parts of the play frame and remove equipment from use during our trading hours, if necessary to ensure the safety of our guests.

• All requests to move a Cabana Reservation booking must be made in writing via email a minimum of 4 hours prior to the start time of the booking. We cannot move a booking after the session has taken place. We charge a standard Administration Fee of £5 for this service. Bookings can only be moved to a date within 3 months of the original booking date and for the same ticket type. All new bookings are subject to availability. After this 3 month period, the booking will be cancelled.

• If multiple Cabana Reservations have been made on the same day, we only guarantee entry at the individual Cabana Reservation session start times on the booking confirmation unless it has been agreed in writing prior to the booking.

• Cabana Reservations include a 2.5 hour session and table service for food and drinks ordering. Meal Deal products cannot currently be redeemed via the Head Over Heels food ordering App. Please ask the Cabana Host for assistance.

• Head Over Heels reserve the right without prior notice to move or cancel a Cabana Reservation booking if required.

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Wilmslow Parties

Payment & Deposits 

• A party booking can be made and a time and date reserved for your party by paying a £100 non-refundable deposit. All party bookings will receive an automated confirmation email as soon as the deposit is paid from the Head Over Heels Book my Party online booking system. Please check your email including your spam mailbox. If you have not received an email, please contact the centre. This email contains important information.

• The total number of guests attending the party must be confirmed and paid for at least 3 days before the day of your party.

• If you have not paid the balance 3 days before the party, then we will attempt to ring you with a reminder. Unfortunately, any parties unpaid after this time will not go ahead and any deposit will be lost. 

• Siblings of party guests can pay for entry on the day through our regular admissions system and can join the party children during play time but not in the party booth whilst food is being served.  Children who have not been registered on the party list or admissions system must not use the play facilities but remain with a responsible adult at all times.

• Once final numbers have been confirmed and paid for, we are unable to offer individual refunds if party guests cancel or do not attend on the day.

• Customers are responsible for arriving and leaving the venue at the times stated on their party booking confirmation.

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Cancellation by Client 

• All cancellations or requests to move a party booking must be made in writing.

• If you cancel your booking up to and including the day of the party, we will refund payments excluding Birthday Cake orders* received to date in excess of the non-refundable deposit amount for the package (Party Deposit £100).

• If you need to move your party, then this can be done for no charge up to 14 days prior to the day of the party booking. If you have ordered a Birthday Cake, then this will be moved to the new party date.

• If you need to move your party and it is within 14 days and no later than 72 hours before of the party start time, we charge a standard Adjustment Fee of £25 to cover costs and administration expenses, this is added to the outstanding party balance. Birthday Cake orders are non transferable and must be paid for in full on the date of moving the party. The cake will be available for collection on the original party date if required.

• Parties can only be moved to a date within 3 months of the party booking.

• Parties cannot be moved less than 72 hours before the party start time, the party will have to be cancelled and we will refund any payments received to date excluding Birthday Cake orders* in excess of the non-refundable deposit amount for the package (Party Deposit £100). The cake will be available for collection on the original party date if required.

• All parties that are moved to a new date, can only be moved to a party package that is currently available and will be charged at the advertised rate at the time of the new booking. The payments received to date will be transferred to the new booking as a credit. Standard deposit and payment terms and conditions apply.

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Cancellation by Venue

• If Head Over Heels is unable to open, due to circumstances outside of its control, then an alternative party date will be offered. The payments received to date will be transferred to the new booking as a credit. Standard deposit and payment terms and conditions apply. If we are unable to offer an alternative date a refund will be given.

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The 5 Star Head Over Heels Wilmslow Party Package includes:

• 2 hour party experience

• High quality printed invitations available to collect at the centre and/or electronic PDF file format invitation available to download with the confirmation email

• HOH dedicated Party Host for the duration of your party

• Priority check-in at the Party Reception

• Adult party zone with reserved adult seating for 12

• Large locker to keep your valuables safe

• Unlimited party juice for the children

• Individually themed party booths for your party banquet with Bluetooth music system

• Hot and cold party banquet with Standard, Vegetarian, Vegan and Halal options served on fun party paperware

• Happy Birthday Celebration Ceremony including cakeage (Cake not included)

• Birthday Card and complimentary return play voucher for Birthday child

• Cafe tab option and table service for adult drinks and food

• No adult entry charges

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Maximum capacity in the party booths is 30 children.

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The 5 Star Head Over Heels Party Package does not include:

• Supervision of children.  

• Adult Food and Beverage 

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Party extras are available, and prices shown in the party information pack.

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Head Over Heels Wilmslow Individual Party Packages include:

• Disco or Sports Mega Star Party: In addition to the 5 Star Head Over Heels Party Package the Mega Star Party Packages also includes an eco-friendly party bag and hosted age appropriate games and entertainment in our disco room or sports court.

• Peak Time and School Day (Off Peak) Build a Magical Creature Party: Packages include the 5 Star Head Over Heels Party Package in the Magical Creatures Booth with 30 minutes hosted activity building a 16” plush teddy and drawstring back pack to carry it home in. Suitable for children aged 4+. Maximum children 20.

• School Day Sports Party: (Off Peak) In addition to the 5 Star Head Over Heels Party Package the School Day Sports also includes an eco-friendly party bag and hosted age appropriate games in the sports court with your party host. 

• School Day Disco Party (Off Peak): In addition to the 5 Star Head Over Heels Party Package the School Day Sports Party also includes an eco-friendly party bag and hosted age appropriate games in the disco room with your party host. 

• Celebration Meal: Package includes 2 hour reserved table in the café. High Quality Invitations, Party Juice throughout the party, Choice of Children’s Meal off the party menu, eco-friendly Party Bag filled with puzzle book, crayons, activities and confectionery (suitable for children aged 3+). Maximum children 11.  

Play

• Children are free to enjoy the play structure under supervision of the attending adults. There must be a minimum of 3 adults supervising the party children at all times. Head Over Heels recommends 1 adult for every 5 children.

• Children must play in the areas designed for their age groups and adults should familiarise themselves with the Fair Play Policy and the locations of Fire Exits, First Aid Stations and toilets.

• Please note, older children are not permitted to supervise or play with younger children in the Toddler Area. It is for children aged 3 and under only with adult supervision.

• Children in excess of the 1.55m height restriction are not allowed on the play frame even for supervisory purposes. Adults are allowed in the play areas but for supervision purposes only if required.

 

Electric Cars

These rides are designed for children aged 4-12 years of age. Children must be supervised from the track side at all times by a responsible adult. 1 token per ride.

 

Food

• Head Over Heels food is cooked on the premises using high quality ingredients sourced locally were possible.

• The party banquet (classic, vegetarian, vegan or Halal) and any special dietary requirements must be confirmed in advance of the party. Children with special dietary requirements and or under the age of 4 will require individual adult supervision during the party banquet. The party banquet will be served in the Party Booths. The food and drinks are for the party children only.

• Adult Sharing Platters are available to be pre ordered and served after the children’s food.

• Please note: Only food and drinks purchased at Head Over Heels can be consumed on the premises.

• If you choose to bring your own cake for the birthday celebration ceremony, it will be taken away after the celebration ceremony to be cut up and wrapped in napkins for the children to take home at the end of the party. We do not recommend bringing cakes containing fresh cream and that require refrigeration. If supplied we will use for the cake for the Happy Birthday Celebration only and return to party parents to take home.

• We do not allow consumption of the birthday cake on the premises unless it has been ordered and supplied by Head Over Heels. We offer a range of customised and themed birthday cakes which must be ordered up to 2 weeks in advance of the party date. Prices and options are available in the party information pack.

• If you would like to offer your adults guests something to eat, in addition to our standard menus, we offer exclusive adult sharing platter menus which can be ordered in advance or on the day at the discretion of the manager.

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Decorations

Helium balloons are not permitted in the centre as they can cause serious damage to our heating systems. We do not allow customer decorations to be put up in the party booths. Customers must notify us in advance of the party if they have a special request with regards the decoration of the party tables. No confetti or confetti cannons.

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Third Party Entertainers

We do not allow third party entertainers to attend parties at Head Over Heels. Customers must notify us in advance of the party if they have a special request.

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End of Party

10 minutes before the end, party children will be called to gather their belongings and collect their party bags and birthday cake (if provided) from reception. Children must not re-enter Head Over Heels when the party is over unless they re-register as a player at reception. Terms and conditions apply.
 

For further information please contact the centre:

Head Over Heels Wilmslow

Unit D1, Commercial Avenue, Stanley Green, Cheadle SK8 6QH

Tel: 0161 485 2200

Email: hellowilmslow@headoverheelsplay.co.uk

 

By booking a party at Head Over Heels Wilmslow I agree to the above terms and conditions.

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Chorlton Parties

Payment & Deposits 

• A party booking can be made and a time and date reserved for your party by paying a £100 non-refundable deposit. All party bookings will receive an automated confirmation email as soon as the deposit is paid from the Head Over Heels Book my Party online booking system. Please check your email including your spam mailbox. If you have not received an email, please contact the centre. This email contains important information.

• The total number of guests attending the party must be confirmed and paid for at least 3 days before the day of your party.

• If you have not paid the balance 3 days before the party, then we will attempt to ring you with a reminder. Unfortunately, any parties unpaid after this time will not go ahead and any deposit will be lost. 

• Siblings of party guests can pay for entry on the day through our regular admissions system and can join the party children during play time but not in the party booth whilst food is being served.  Children who have not been registered on the party list or admissions system must not use the play facilities but remain with a responsible adult at all times.

• Once final numbers have been confirmed and paid for, we are unable to offer individual refunds if party guests cancel or do not attend on the day.

• Customers are responsible for arriving and leaving the venue at the times stated on their party booking confirmation.

​

Cancellation by Client 

• All cancellations or requests to move a party booking must be made in writing.

• If you cancel your booking up to and including the day of the party, we will refund payments excluding Birthday Cake orders* received to date in excess of the non-refundable deposit amount for the package (Party Deposit £100).

• If you need to move your party, then this can be done for no charge up to 14 days prior to the day of the party booking. If you have ordered a Birthday Cake, then this will be moved to the new party date.

• If you need to move your party and it is within 14 days and no later than 72 hours before of the party start time, we charge a standard Adjustment Fee of £25 to cover costs and administration expenses, this is added to the outstanding party balance. Birthday Cake orders are non transferable and must be paid for in full on the date of moving the party. The cake will be available for collection on the original party date if required.

• Parties can only be moved to a date within 3 months of the party booking.

• Parties cannot be moved less than 72 hours before the party start time, the party will have to be cancelled and we will refund any payments received to date excluding Birthday Cake orders* in excess of the non-refundable deposit amount for the package (Party Deposit £100). The cake will be available for collection on the original party date if required.

• All parties that are moved to a new date, can only be moved to a party package that is currently available and will be charged at the advertised rate at the time of the new booking. The payments received to date will be transferred to the new booking as a credit. Standard deposit and payment terms and conditions apply.

 

Cancellation by Venue

• If Head Over Heels is unable to open, due to circumstances outside of its control, then an alternative party date will be offered. The payments received to date will be transferred to the new booking as a credit. If we are unable to offer an alternative date a refund will be given. Standard deposit and payment terms and conditions apply.

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A 5 Star Head Over Heels Chorlton Party Package in the Super Star Party Room includes:

• 2-hour party experience

• A choice of high quality printed invitations available to collect at the centre and/or electronic PDF file format invitation available to download with the confirmation email

• HOH dedicated Party Host for the duration of your party

• Unlimited party juice for the children

• Hot and cold party banquet with Standard, Vegetarian, Vegan and Halal options served on fun party paperware in the Super Star Studio Party Room

• Happy Birthday Celebration Ceremony including cakeage (cake not included)

• Birthday Card and complimentary return play voucher for Birthday child

• Eco friendly Party Bag filled with puzzle book, crayons, activities and confectionery (suitable for children aged 3+).

• Cafe tab option for adult drinks and food

• No adult entry charges

• Reserved adult seating for 10 by the entrance to the Super Star Studio Party Room

• Minimum party reservation is 12 children including the birthday child.  

• Maximum capacity in the party booth is 20 children.

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A 5 Star Head Over Heels Chorlton Party Package in the Cloud Suite includes:

• 2-hour 15 minute party experience

• Exclusive use of Cloud Suite with adult lounge area and blue tooth music system during the party

• Private access to the main play frame from the Cloud Suite

• A choice of high quality printed invitations available to collect at the centre and/or electronic PDF file format invitation available to download with the confirmation email

• Dedicated Party Hosts for the duration of your party

• Unlimited party juice for the children

• Hot and cold party banquet with Standard, Vegetarian, Vegan and Halal options served on fun party paperware in the Sky Terrace Suite

• Happy Birthday Celebration Ceremony including cakeage (cake not included)

• Birthday Card and complimentary return play voucher for Birthday child

• Cafe tab option for adult drinks and food

• No adult entry charges

• Minimum party reservation is 15 children including the birthday child.  

• Maximum capacity in the party booths is 40 children (subject to individual party packages)

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Super Star and Cloud Suite Packages do not include: 

• Supervision of children.  

• Adult Food and Beverages. 

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Party extras are available including adult sharing platters. Further details and prices can be found in the party information pack.

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Head Over Heels Individual Party Packages:

• Peak Time and School Day (Off Peak) Super Star Disco, Super Star Sport and Super Sing-along Party Packages: All packages include the 5 Star Head Over Heels Party Super Star Party Package only. Maximum children 30.

• Peak Time and School Day (Off Peak) Cloud Suite Disco and Sport Party: All packages include the 5 Star Head Over Heels Cloud Suite Party Package plus 20-30 minutes hosted games in the disco room or sports court, Eco friendly Party Bag filled with puzzle book, crayons, activities and confectionery (suitable for children aged 3+). Maximum Children 40.

• Peak Time Cloud Suite Craft Party: Package includes the 5 Star Head Over Heels Cloud Suite Party Package plus 20-30 minutes hosted craft activity in Cloud Suite (suitable for children aged 4+) which the children can take home (suitable for children aged 3+). Maximum children 30. 

• Peak Time Cloud Suite Professor Chocolot Party: Package include the 5 Star Head Over Heels Cloud Suite Party Package plus 30 minutes hosted activity with Professor Chocolot decorating a giant chocolate cookie to take home in the Cloud Suite (suitable for children aged 4+). Maximum children 30.

• Peak Time Cloud Suite Build a Magical Creature Party: Packages include the 5Star Head Over Heels Cloud Suite Party Package plus 30 minutes hosted activity building a 16” soft toy to take home in the Cloud Suite (suitable for children aged 4+). Maximum children 20.

• School Day (Off Peak) Build a Magical Creature Party: Packages include the 5Star Head Over Heels Super Star Party Package* plus 30 minutes hosted activity building a 16” soft toy to take home in the Super Star Studio (suitable for children aged 4+). Maximum children 20. *Party Bags not included.

• Celebration Meal: Package includes 2 hour reserved table in the café. High Quality Invitations, Party Juice throughout the party, Choice of Children’s Meal off the party menu, eco-friendly Party Bag filled with puzzle book, crayons, activities and confectionery (suitable for children aged 3+). Maximum children 11.  

 

Play

• Children are free to enjoy the play structure under supervision of the attending adults. There must be a minimum of 3 adults supervising the party children at all times. Head Over Heels recommends 1 adult for every 5 children.

• Children must play in the areas designed for their age groups and adults should familiarise themselves with the Fair Play Policy and the locations of Fire Exits, First Aid Stations and toilets.

• Please note, older children are not permitted to supervise or play with younger children in the Toddler Area. It is for children aged 3 and under only with adult supervision.

• Children in excess of the 1.55m height restriction are not allowed on the play frame even for supervisory purposes. Adults are allowed in the play areas but for supervision purposes only if required.

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Food

• Head Over Heels food is cooked on the premises using high quality ingredients sourced locally were possible.

• The party banquet (standard, vegetarian, vegan, or Halal) and any special dietary requirements must be confirmed in advance of the party. Children with special dietary requirements and or under the age of 4 will require individual adult supervision during the party banquet. The party banquet will be served in the Super Star and Cloud Suite party rooms. The food and drinks are for the party children only.

• Please note: Only food and drinks purchased at Head Over Heels can be consumed on the premises.

• If you choose to bring your own cake for the birthday celebration ceremony, it will be taken away after the celebration ceremony to be cut up and wrapped in napkins for the children to take home at the end of the party. We do not recommend bringing cakes containing fresh cream and that require refrigeration. If supplied we will use for the cake for the Happy Birthday Celebration only and return to party parents to take home.

• We do not allow consumption of the birthday cake on the premises unless it has been ordered and supplied by Head Over Heels. We offer a range of customised and themed birthday cakes which must be ordered up to 2 weeks in advance of the party date. Prices and options are available in the party information pack.

• If you would like to offer your adults guests something to eat, in addition to our standard menus, we offer exclusive adult sharing platter menus which can be ordered in advance or on the day.

 

Decorations

We do not allow customer decorations to be put up in the party rooms. Customers must notify us in advance of the party if they have a special request with regards the decoration of the party rooms. No confetti cannons.

 

Third Party Entertainers

We do not allow third party entertainers to attend parties at Head Over Heels. Customer must notify us in advance of the party if they have a special request.

 

End of Party
 

10 minutes before the end, party children will be called to gather their belongings and collect their party bags and birthday cake (if provided) from reception. Parents must accompany children to reception. Children must not re-enter Head Over Heels when the party is over unless they re-register as a player at reception. Terms and conditions apply.
 

For further information please contact the centre:

Head Over Heels Chorlton

Unit 1A, Albany Trading Estate, Albany Road, Chorlton, Manchester M21 0AZ 

T: 0161 881 4433

Email: hellochorlton@headoverheelsplay.co.uk

 

Additional Information

• 1.45m height restriction is in force for your child’s safety.

• By entering Head Over Heels you are agreeing to abide by our Fair Play Policy copies of which can be found in the centre and on our website https://www.headoverheelsplay.co.uk/fair-play-policy

• Our Fair Play Policy is in place to allow everybody to have fun in a safe environment.

• Please show common courtesy to fellow Guests and our Staff by not using profanity or engaging in unsafe, illegal, disruptive or offensive behaviour.

• Please supervise your children at all times. Guests under age 18 must be accompanied by a Guest aged 18 or older to enter the Play Centre.

• Please ensure you and your guests park responsibly and safely, respecting local by-laws and do not park without prior consent on other business’s parking facilities.

 

Company Rights. 

We reserve the right to deny admission, or to require a person already admitted to leave the Centre, without refund, liability or compensation if we consider that the circumstances so require.

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By booking a party at Head Over Heels Chorlton you are agreeing to the above terms and conditions.

 

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