Online Tickets Terms & Conditions of use

 

  • Tickets purchased online may not be used in conjunction with any other special offer or promotion.
  • Following the purchase of an online ticket no refunds can be given, and you cannot cancel your tickets or resell them. 
  • Any discounts or offers online are available for limited quantities and periods only and shall not be available on bookings made in person.
  • Entry is only permissible when the ticket is printed out or the Booking Reference Number is given.
  • All persons covered by the Hobbledown Heath online ticket must enter the attraction at the same time.
  • There is no child only entry to Hobbledown Heath.
  • Tickets purchased online are only valid for the date for which they were purchased. Should they be used on dates other than that for which they were purchased, Hobbledown Heath reserve the right to refuse entry.
  • On the day prices exclude any current on the day offers/discounts.
  • A £1.50 booking fee will be added to your transaction.
  • Disabled visitors are required to pay the full general admission rate. They can bring a free carer over the age of 18 years. Evidence of DLA/PIP payments, Access Card, a National Disability Card or Carers Card, or a valid Blue Badge dated within the last 12 months must be provided at the entrance to our team to qualify for the free carer.  You will be provided with the free carer ticket on arrival subject to your eligibility being confirmed.

 

Ticket Purchasing

 
Tickets that have been postponed at our discretion, can be rescheduled up to a maximum of 6 months from the original date; subject to the reschedule fee being paid. 
Tickets that were purchased 6 months or more prior to the date of the original purchase will not be deemed valid. 

 

Your commitment to us

 

When you confirm your purchase, you are accepting that these terms and conditions form the basis of any contract between Hobbledown Heath (Hobbledown West London Ltd) and yourself. No contract exists between you and Hobbledown Heath (Hobbledown West London Ltd) for the sale of any tickets until we have received and accepted your order and received payment in full. Once cleared funds are received, there is a binding contract between us.


Prices

 

The description and price of your order will be shown on the Hobbledown Heath website at the time you place your order. Prices are in £ Sterling and inclusive of any applicable taxes. We reserve the right to change the prices displayed on the website without notice. We accept most major credit and debit cards in partnership with our payment gateway.

Unless stated otherwise, ticket pricing is as advertised. In the case of system errors, we reserve the right to cancel tickets or ask guests to pay the remaining balance for any products that were sold at an erroneous price. 


Online Security

 

To ensure that your online shopping experience is secure, your credit / debit card details will be encrypted on a secure server to minimize the possibility of someone being able to read them as they are sent over the Internet.

 

Child Safeguarding Policy

 

Hobbledown is a family attraction, and we are committed to ensuring that, while on Hobbledown premises, any visiting child is able to enjoy themselves in a secure and protected environment, safe from any form of harm or abuse.


We do not knowingly allow anyone to visit Hobbledown who is a convicted child sex offender, or subject to the notification requirements of the Sex Offenders Act 2001, or subject to a Sex Offender Order or a Child Abduction Order for the purposes of the Criminal Justice Act 2007 (as amended) and the Child Abduction and Enforcement of Custody Orders Act 1991 (as amended).

 

ZERO TOLERANCE POLICY

 

The Escapade Group takes it very seriously if a member of our team, contractors or visitors is treated in an abusive or violent way.

The company supports a 'Zero Tolerance' policy. This states that our team, contractors, or others visiting (Guests) Escapade Group premises should be able to do so without fear of being attacked or abused.

 

To successfully provide our services, a mutual respect between all the team and visitors must be in place. Our team aim to be polite, helpful, and sensitive to all guests’ individual needs and circumstances.


However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in person or persons being removed either temporarily or permanently excluded from all Escapade Group sites. In extreme cases, the police may be contacted.

Below are example of types of behaviour that would be found unacceptable; this is not an exhaustive list. Our team understand that an upset or distressed person or persons do not always act in a reasonable manner, and will take this into consideration when trying to deal with a misunderstanding or complaint.

  • Using bad language or swearing at our team, contractors or other visitors
  • Any physical violence towards any member of the team, contractors, or other guests, such as pushing or shoving.
  • Verbal abuse towards our team in any form including verbally insulting the staff
  • Racial abuse and sexual harassment
  • Persistent or unrealistic demands that cause stress to team will not be accepted. Requests will be met wherever possible, and explanations given when they cannot.
  • Causing damage/stealing from the company premises
  • Being under the influence of drugs or alcohol
  • Failing to follow reasonable instructions given by our by our team, to safeguard the welfare of person or persons
  • Acting in any manner that would cause distress or injury to any of our animals.

We ask you to treat our team and guests courteously at all times.

 


Limitation of Liability

 

Hobbledown West London Ltd’s total liability for in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of this agreement shall be limited to the price paid for the goods. The limitation on any exclusion from liability contained in these conditions shall be subject to the provisions of second 2(1) of the Unfair Contract Terms Act 1977. Hobbledown West London Ltd will not be liable in any amount for failure to perform any obligation under this agreement if such failure is caused by the occurrence of any unseen event beyond its reasonable control including without limitation Internet and Communication outages, fire, flood, war or act of God.


Severance

 

If any provision of this Agreement is held to be invalid or unenforceable, such provision shall be struck out and the remaining provisions shall remain in force.

 

Complaint Handling Policy

 

We understand that things can go wrong from time to time and do our very best to resolve matters fully on the day. If this hasn't gone to plan, please email us with your complaint to hounslowinfo@hobbledown.com FAO The Manager, within 12 weeks of your visit.  Our management team will review your complaint and will be in touch within 7 days to resolve this for you. 

For more complex complaints, we may need a little more time to fully investigate and resolve matters for you, we will endeavour to resolve promptly and will always keep you up to date. 

Please provide your name, booking reference number, email address and mobile number as part of your email. 

 

Photography and recordings

 

On select occasions, Hobbledown Heath or other authorised parties may carry out photography and/or video recording at our sites. These photographs or recordings may feature visitors.
By accepting our terms of service, you are consenting to the use of such images and/or recordings by us for advertising, promotional materials, and for internal purposes. This includes editing and modification.

By accepting our terms of service, you also acknowledge and agree that you will not receive compensation if we use such images and/or recordings for any of the purposes above, and that the copyright for these materials belongs to Hobbledown Heath, or the relevant authorised party.

 

Day Ticket Refund Offer for Members

 

Any queries should be put in writing to the Manager at Hobbledown West London Ltd (Hobbledown Heath), Staines Road, Hounslow, TW14 0HH or email us at: hounslowinfo@hobbledown.com

Hobbledown Heath online tickets may be redeemed against Membership on the same day as the visit where the admission quantity and type (i.e. adult or child) matches the membership quantity and type purchased. Memberships set up by Direct Debit do not qualify for our on-the-day ticket refund offer. Please note tickets bought using Tesco Clubcard Vouchers are not eligible for the Day Ticket Refund offer on memberships.

 

Parking

Our parking facilities are managed by Britannia Parking, a trusted third-party company specializing in parking management across the UK. To use the car park, visitors must purchase a parking ticket either onsite or conveniently through an online platform. Additionally, members have the option to purchase a monthly parking pass. Please note that purchasing any parking product implies acceptance of Britannia Parking's terms and conditions.

 

Our Rules of Play

 

Family-friendly visitor attraction

 

Adults must remain on the premises at all times with the child/children under their care. As we are a family attraction, it is our policy to never permit adult-only OR child-only groups to enter.

 

Respect our furry friends

 

Please show respect the animals, and avoid any behaviour which may scare or agitate them - this includes entering or throwing items into animal enclosures. Unless signs indicate otherwise, please do not feed the animals. When using one of our walkthroughs, always stay on the designated path, and wash your hands after exiting.

 

Neat and Tidy

 

Litter makes Hobblers sad! Please keep Hobbledown Heath tidy by using the bins provided.

 

Ouch! Help!

 

Please inform us if a member of your party has any sort of accident – one of our trained first aiders should take a look and make a report. We take all accidents seriously.

 

No smoking

 

We have declared Hobbledown Heath a smoke-free attraction; this includes vaping. Please respect this decision, and the children around you.

 

Dressed to play

 

Adventure can sometimes be a little messy, so come dressed for all weathers, and ready to play both indoors and out. We recommend long sleeves, trousers, and trainers suitable for climbing. We also recommend you wear an outfit you don’t mind getting a little scruffy and wet if you're planning on playing outside.

Socks are required for the soft play, zorbs, and bouncing pillows. If you plan on using the High Ropes, wear secure footwear.

High-heels are not recommended for mums (or dads!) since our site has rustic dirt paths, gravel, cobblestones and grassy fields.

 

Helping the little ones

 

Under-fives must be accompanied by an adult on all the play frames. Parents, don’t worry - we have designed our playframes with ‘one size fits all’ in mind! However, for the safety of the young ones, children over four are not permitted in designated toddler areas.

 

Children - how many can you cope with?

 

One is sometimes enough; we allow you as many as five! Our permissible limit of one adult to five children means that in our challenging, adventurous park, you can always maintain your duty of care to the children.

 

Feeling peckish?

 

The Hobnosh we offer for sale on site is very tasty, and reasonably priced. You are not permitted to bring your own food or drink into the Hobblings' play barn; however, we do offer outdoor picnic areas.

 

Diamonds are forever


Please always be mindful of any personal items like watches, jewellery, wallets or glasses. We suggest you keep all valuables at home. We cannot accept liability for loss or theft, nor can we be held responsible for loss of or damage to cars in the car park.

 

Polite little angels


Excitable children can sometimes forget their P’s and Q’s; at Hobbledown Heath we want everyone to respect each other’s diversity and uniqueness.

Please be mindful of how you and your children interact with those around them. Disrespectful and abusive behaviour towards others - either customers or team members - will result in you being asked to leave.

 

Keep a watchful eye

 

Our team will always keep a watchful eye on children as they go about their normal tasks; however, children always remain the full responsibility of the parent/guardian at all times.

 

Age-friendly

 

We realise that children of different ages play differently. For everyone’s safety please adhere to all age and height restrictions.

 

Fun but fair play

 

All our play equipment is designed for maximum fun and has been inspected in line with the requirements set out in BSEN1176:2008. We therefore cannot be held responsible for accidents which occur as a result of playing on our equipment.

 

Play and a place to eat

 

Please don’t allow your children to bring food or drink in the play frames. We keep eating areas separated from the play equipment at Hobbledown Heath for a reason - we want to avoid slips, trips and choking.