LEGALS

TERMS & CONDITIONS

DINOTROPOLIS TERMS & CONDITIONS (2026)

1. DEFINITIONS For the purpose of these terms and conditions: 1.1. "Dinotropolis" refers to the soft play centre located at the address stated above. 1.2. "Visitor(s)", "Guest(s)", "Customer(s)" refers to any person(s) who enters Dinotropolis, whether by pre-booking or walk-in. 1.3. "Services" refer to the use of the soft play facilities and any other services offered by Dinotropolis, including but not limited to parties, events, and catering. 1.4. "Website" refers to the website located at www.dinotropolis.co.uk and any associated web pages. 1.5. "Terms and Conditions" refer to the terms and conditions set out in this document. 1.6. "Session" refers to the time slot allocated to each visitor for use of the soft play facilities.

2. ACCEPTANCE OF TERMS AND CONDITIONS By using the Dinotropolis website or services, you agree to be bound by these terms and conditions. If you do not agree to these terms and conditions, please do not use our website or services.

3. SAFETY REGULATIONS Dinotropolis takes safety very seriously. All children must always be accompanied by a responsible adult (18 years old or over), and all visitors must follow our safety rules and regulations. These rules and regulations will be displayed throughout the soft play centre and outlined in these terms and conditions and the FAQ section on our website. Our staff will be available to answer any questions or concerns.

4. LIABILITY Nothing in these terms and conditions excludes or limits Dinotropolis's liability for what cannot be excluded or limited under applicable law. Subject to the above, Dinotropolis does not accept liability for any damage, injury, or loss sustained by visitors or their property, except where caused by our negligence or breach of statutory duty. Visitors are reminded that soft play involves inherent physical risks, and that they use our facilities at their own risk with respect to those risks. Personal belongings are brought onto the premises at the visitor's own risk.

5. AGE RESTRICTION Dinotropolis is designed for whole families to play, but we also have a designated area for children ages 18 months to 3 years. We ask children aged 4 and older to play on equipment suitable for their age. It is the responsibility of the parent/guardian/carer to make sure children older than 4 years old don't use equipment or areas designated for younger visitors. Visitors who violate the rules may be required to leave without a refund. All guests 16 and older must purchase an adult pass to enter Dinotropolis, as there are no waiting or spectator areas for guests to wait for their families. Children must always be supervised by a parent or guardian, as some of our equipment may not be suitable for this age group. Attendance with children under 18 months is at the parent's discretion. An appropriate pass must be purchased for both the adult and the child. Please note that our standard refund policy applies should you decide not to attend.

6. BOOKING AND PAYMENT All bookings and payments are made through the Dinotropolis website. Payment must be made in full at the time of booking, and we accept Visa, MasterCard, Google Pay and Apple Pay. To ensure the best experience, we encourage digital bookings. Walk-in guests are welcome, subject to capacity, but will incur a £2.50 Convenience Fee per ticket. To avoid this fee and guarantee entry, please book via our website.

7. BOOKING INFORMATION All visitors are required to pre-book their visit to Dinotropolis. Walk-ins are not guaranteed admission and will be subject to availability. To ensure availability and avoid disappointment, we recommend booking in advance through our website. Visitors can select their preferred date and time slot and pay for their tickets online. On the day of their visit, visitors should arrive promptly for their selected time slot. Late arrivals may not be admitted and will not be entitled to a refund. Late arrivals and no-shows are subject to specific terms and require at least 24 hours' notice to be eligible for any rescheduling or refunds, as detailed in our Refund Policy. Dinotropolis reserves the right to cancel any bookings due to unforeseen circumstances, events beyond our control, safety concerns, or at its sole discretion. In such cases, we will notify the affected visitors and provide a full refund or alternative booking option. Guests who check in and leave the attraction are not guaranteed re-entry.

8. LATE ARRIVAL AND NO-SHOW CLAUSE All sessions at Dinotropolis are 90 minutes long. Visitors are expected to arrive promptly for their selected time slot. Late arrivals will result in reduced playtime, as the session end time cannot be extended to accommodate late arrivals. Dinotropolis reserves the right to refuse admission to visitors who arrive more than 25 minutes after the start of their selected session. In such cases, no refund or exchange will be given. Guests who fail to arrive for their scheduled session without providing the required 24-hour notice will be classified as a "No-Show". In the event of a No-Show, the booking is forfeited in its entirety, and no refund, partial refund, or rescheduling will be permitted. It is the visitor's responsibility to allow sufficient time for travel and parking to ensure a timely arrival for their session.

9. TICKETS AND ATTRACTIONS Tickets purchased for entrance to Dinotropolis are for admission to the soft play centre only and do not guarantee access to any attraction or facility within Dinotropolis. Dinotropolis reserves the right to close or restrict access to any part of the park, attractions, or facilities without prior notice, including but not limited to maintenance, refurbishment, or safety reasons. Dinotropolis will make reasonable efforts to inform visitors of any closures or restrictions on our website or on-site notice boards. However, Dinotropolis shall not be liable for any inconvenience, loss, or damage resulting from any such closure or restriction, save where required by law. Visitors shall not be entitled to any refund or exchange in such cases unless a substantial part of the facilities is unavailable, in which case a partial or full refund may be offered at our discretion.

10. PUSHCHAIRS AND BUGGIES Pushchairs and buggies are not permitted within the soft play area under any circumstances. Visitors with pushchairs or buggies must park them in the designated area in the lobby on the lower level. This designated area is provided for visitors with pushchairs. Their pushchairs and other belongings are left solely at their own risk. Dinotropolis shall not be liable for any loss, damage, or theft of pushchairs, buggies, or their contents. Only pushchairs and buggies for newborns under 3 months old, and visitors with medical reasons requiring the use of a pushchair or buggy may be allowed access. In such cases, visitors must obtain permission from Dinotropolis staff before entering the soft play area with their pushchair or buggy and this access is not guaranteed.

11. FOOD AND DRINKS No food or drink purchased outside Dinotropolis is permitted in the soft play centre. Visitors are not allowed to bring their own food or drinks into the play area, except for baby food for children under 1 year old and food required to meet specific dietary, medical, or religious needs (please notify reception on arrival). Dinotropolis offers a variety of food and drinks for purchase on-site (subject to availability; we cannot guarantee availability of any specific food/drink items). Visitors are expected to consume food and drink only in designated areas and must dispose of their rubbish in the provided bins. Dinotropolis reserves the right to refuse service or remove any visitor who violates this policy. You agree not to consume any nuts or nut products on site.

12. BEHAVIOUR CLAUSE Dinotropolis is committed to providing a safe and enjoyable experience for all visitors. We expect all visitors to behave in a respectful and appropriate manner. We reserve the right to refuse entry or remove any visitor who does not comply with our behaviour standards or who poses a risk to the safety of other visitors or staff. Any behaviour deemed inappropriate, including but not limited to bullying, harassment, aggression, or damage to property, will not be tolerated and may result in immediate removal from the soft play centre without a refund. Dinotropolis reserves the right to contact the relevant authorities in cases of inappropriate behaviour or property damage.

13. CCTV The premises of Dinotropolis are monitored by closed-circuit television (CCTV) for security and safeguarding purposes. By entering the premises, you acknowledge that CCTV is in operation. The footage captured by CCTV may be used by Dinotropolis for safety and security purposes and to investigate incidents on the premises. Dinotropolis processes any personal data captured by CCTV in accordance with the UK GDPR and Data Protection Act 2018. Full details of how we handle CCTV footage, including retention periods and your rights as a data subject, are set out in our Privacy Policy. CCTV footage may be shared with the appropriate authorities where lawful.

14. FILMING AND PHOTOGRAPHY For the safeguarding of all children on our premises, filming and photography of anyone other than members of your own party are strictly prohibited without the express prior written consent of Dinotropolis. Visitors taking photos or videos of their own children should, where possible, avoid capturing other children. Any individual found filming or photographing in breach of this policy may be asked to delete the relevant content and/or leave the premises. Dinotropolis reserves the right to take appropriate action against any individual or entity found to be in serious breach of this clause. Exceptions may be made for approved individuals (for example, professional photographers at private parties) who have obtained prior written consent from Dinotropolis.

15. INFORMATION ACCURACY Dinotropolis strives to provide accurate and up-to-date information on our website and services. However, we do not guarantee the accuracy, completeness, or reliability of all information on our website. We reserve the right to modify or update any information on our website at any time without prior notice. It is the user's responsibility to verify any information before relying on it. Dinotropolis shall not be liable for any loss or damage arising from the use of inaccurate or incomplete information on our website or services, save where such liability cannot be excluded by law.

16. INCORRECT BOOKINGS In the event of an incorrect booking, visitors are advised to contact Dinotropolis immediately to rectify the issue. Dinotropolis shall not be liable for any inconvenience, costs or losses arising from incorrect bookings made by visitors due to visitor error. Dinotropolis reserves the right to refuse admission or terminate a session if a booking is found to be fraudulent.

17. CANCELLATION & REFUND POLICY We understand that plans can change, so we have outlined a clear cancellation policy to protect both our guests and our daily operations. Please refer to the dedicated REFUND & CANCELLATION POLICY section at the bottom of these Terms and Conditions for complete details regarding standard sessions and birthday parties.

18. REFUNDS AND EXCHANGES All discretionary refunds and exchanges are subject to management approval and operate in conjunction with the formal Refund Policy outlined below. Nothing in this clause affects your statutory rights as a consumer.

19. ABANDONED CHILDREN Children must be supervised by an adult at all times. For the child's safety, if a guardian cannot be located on the premises, we will follow our safeguarding protocol, which may include contacting centre security or local authorities.

20. PURCHASES IN THE CAFÉ AND GIFT SHOP We are cashless (we don't handle or accept cash) for on-site purchases, except for a £20 cash deposit for the kiddie kart rental service. We accept all major credit and debit cards.

21. KIDDIE KARTS Dinotropolis provides a Kiddie Karts rental service from Reception. This service is subject to availability and can be cancelled without notice. Service is offered on a first-come, first-served basis, and the Kiddie Karts cannot be pre-booked or reserved. For detailed instructions, please read the service terms and conditions displayed at the reception. Please note that you will be asked to sign a waiver to rent a Kiddie Kart.

22. ARCADE AND RIDE-ON MACHINES These machines are provided and maintained by our partner BPH (Boutique Party Hire). While Dinotropolis staff will assist where possible, BPH is solely responsible for their operation and maintenance. In case of a malfunction, please notify a staff member and provide the last four digits of the card used for contactless payment for any refund requests. Refunds are issued only to the original payment method—no cash refunds or exchanges, and unused games or credits are non-refundable. Refunds are granted at the discretion of the operator (BPH), acting reasonably. Children must always be supervised by an adult when using these machines. Any damage or injury resulting from a lack of supervision will be the responsibility of the parent or guardian. Dinotropolis accepts no responsibility for any damage, loss, or injury arising from the use of these machines.

23. SMOKING/VAPING SMOKING OR VAPING ON SITE IS STRICTLY FORBIDDEN IN DINOTROPOLIS AND ANY FACILITY BELONGING TO DINOTROPOLIS.

24. NEGATIVE EXPERIENCE, FEEDBACK AND COMPLAINTS If you wish to file a complaint or provide feedback, please contact Dinotropolis via email at customerservice@dinotropolis.uk. We aim to acknowledge complaints within 3 working days and provide a substantive response within 14 days.

25. CONTACT DETAILS If you want to contact Dinotropolis you can do so via email to customerservice@dinotropolis.uk. We can also provide general information via phone at 01322 876127. Please note, however, we do not respond to voicemails, and during our peak times, we may not be able to answer phone calls. For all formal matters (including complaints, refund requests, and membership cancellations), customers should contact our team via email to ensure a written record.

26. CHANGES TO TERMS AND CONDITIONS Dinotropolis reserves the right to amend or update these terms and conditions at any time. Minor changes will be posted on our booking service or website, and your continued use of our services or website will constitute acceptance of these changes. For material changes affecting your rights (including membership pricing or significant changes to refund policies), we will provide reasonable advance notice via email to registered customers and members.

27. SOCKS: For hygiene and safety purposes, please wear socks with rubber grips at all times. You can bring your own socks or purchase Dinotropolis branded socks with rubber grips from the Reception.

28. GOVERNING LAW These terms and conditions are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

BIRTHDAY PARTY TERMS AND CONDITIONS

These terms apply to all birthday party bookings at Dinotropolis, including Silver and Gold packages. They should be read alongside our main Terms and Conditions and our Refund and Cancellation Policy (in particular section 3, which covers party cancellations, cooling-off, and rescheduling).

1. PACKAGES Dinotropolis offers two birthday party packages: Silver and Gold. The inclusions, pricing, and minimum guest numbers for each package are as displayed on our website at the time of booking. Dinotropolis reserves the right to update package inclusions and pricing from time to time; any changes will not affect parties already booked and confirmed.

2. MINIMUM AND MAXIMUM GUEST NUMBERS All birthday party bookings require a minimum of 10 children. Maximum guest numbers (children and adults combined) depend on the party room:

Standard party room: maximum 20 guests (children and adults combined).
Large party room: maximum 30 guests (children and adults combined).

These limits are strict safety maximums enforced by our online booking system and cannot be exceeded under any circumstances. Dinotropolis reserves the right to refuse entry to guests arriving in excess of the confirmed number.

3. INCLUDED ADULTS The Silver package includes up to 4 adults free of charge. The Gold package includes up to 6 adults free of charge. Additional adults beyond the included number are charged at £6.50 per person. Included adult places cannot be substituted for additional child guests; each package's child and adult allocations are fixed for safety and capacity reasons.

4. GUEST LIST AND BOOKING CONFIRMATION The final guest list (including names and the total number of children and adults attending and the relevant food form) must be submitted and confirmed no later than 14 days before the party date. After this deadline:

No additional guests may be added to the booking.
Reductions in guest numbers will not entitle the booking party to a partial refund, as catering, staffing, and room allocation will already have been arranged based on the confirmed numbers.

If a guest list has not been confirmed by the 14-day deadline, Dinotropolis will contact you to request confirmation. If we are unable to confirm your guest list by 7 days before the party date, Dinotropolis reserves the right to cancel the booking in accordance with our Refund and Cancellation Policy.

5. PARTY DURATION AND ACCESS All birthday parties last 1 hour and 30 minutes. This includes time in the private party room for food and celebrations, as well as access to the park and all facilities for the children in the party. The party must conclude within the allocated time. Extensions are not available.

6. PARTY HOST A Dinotropolis party host will be assigned to your party for its full duration. The party host is responsible for coordinating the smooth running of the party, including the room setup and food service. Please note that the party host is not a party entertainer — they will not lead games, activities, or performances.

7. FOOD AND CATERING Children's food is served in a Dino-Tastic snack pack box, with the menu options as displayed on our website at the time of booking. The Gold package also includes an adult food option (12" pizza or sandwich platter for every 3 adults in attendance) and a slice of pizza and ice cream for each child. Food substitutions or menu changes are not available unless required to accommodate a confirmed food allergy or dietary need — please notify us at least 14 days in advance so we can make appropriate arrangements.

8. PARTY EXTRAS AND GIFTS The Silver package includes a Dinotropolis themed party hat and balloon for each child. The Gold package includes a themed party hat, balloon, small party favour for each guest, and a gift from Dinotropolis for the birthday child. The birthday child in both packages receives 2 free return ranger visits and 10% off their next birthday booking at Dinotropolis. Free return ranger visits are valid for 1 year from the party date and are non-transferable and non-exchangeable.

9. PRIVATE PARTY ROOM Tables and chairs will be set up for the room in advance. Decorations brought by the party organiser are permitted provided they do not damage the room or fixtures, do not include confetti or glitter (which present a safety hazard in the soft play area), and are removed at the end of the party. The party organiser is responsible for any damage to the party room caused by their decorations or guests. Due to the fire safety the fixtures can't be attached to walls, ceiling, chairs, floor.

10. SUPERVISION In line with clause 3 of our main Terms and Conditions, all children must be supervised by a responsible adult at all times during the party, including while using the soft play facilities. The party host does not assume a supervisory role over the children. The party organiser is responsible for ensuring that sufficient adults are present to supervise the children in attendance.

11. CANCELLATION, RESCHEDULING AND REFUNDS All cancellations, rescheduling, and refund requests for birthday parties are governed by section 3 of our Refund and Cancellation Policy. Key points:

A 7-day cooling-off period applies from the date of booking (provided the party date is more than 7 days away).
Parties booked within 7 days of the event date are non-refundable.
After the cooling-off period, party bookings are non-refundable but may be rescheduled once with more than 14 days' notice.
Cancellations within 24 hours of the event cannot be refunded or rescheduled.

12. LIABILITY The liability provisions in clause 4 of our main Terms and Conditions apply to birthday parties. Dinotropolis is not liable for any disappointment, loss, or additional cost arising from circumstances beyond our reasonable control, including (but not limited to) a child's illness on the day, late arrival of guests, or the unavailability of a specific food item.

KIDDIE KARTS

KIDDIE KARTS RENTAL TERMS AND CONDITIONS

These terms govern the hire of Kiddie Karts at Dinotropolis. The rental service is provided by Dinotropolis. By hiring a Kiddie Kart, the supervising adult ("you") agrees to these terms on behalf of themselves and the child or children who will use the Kiddie Kart. These terms should be read alongside our main Dinotropolis Terms and Conditions and Privacy Policy.

1. AVAILABILITY Hire of Kiddie Karts is subject to availability and offered on a first-come, first-served basis. Kiddie Karts cannot be pre-booked or reserved. A hire fee applies, which will be displayed at reception at the time of hire.

2. ID AND DEPOSIT A valid form of photo ID (e.g. driving licence, passport) and a £20 cash deposit are required at the time of hire. Your deposit will be retained securely at reception for the duration of the hire and returned to you (subject to clauses 11 and 16 below), when the Kiddie Kart is returned.

3. AGE AND SUITABILITY Kiddie Karts may only be used by children who can sit upright unaided with sufficient trunk control to remain safely seated in a moving vehicle, and who meet the height restrictions in clause 4. The supervising adult is responsible for confirming that the child meets these requirements.

4. HEIGHT RESTRICTIONS The following height restrictions apply:

Small single-seater Kiddie Karts: children under 90cm.
Large single-seater Kiddie Karts: children under 99cm (up to but not including 100cm).
Double-seater Kiddie Karts: each child must be under 90cm.

Children of 100cm or taller are not permitted to ride in any Kiddie Kart. Where a child is under 90cm, the supervising adult may choose between a small single-seater or (where two eligible children are travelling together) a double-seater. Reception staff can advise if you are unsure which Kiddie Kart is suitable.

5. SAFE USE Only one child per Kiddie Kart is permitted at all times, except in double-seater Kiddie Karts which may carry two children. Children must be securely retained using the safety belts provided and must wear shoes at all times while in the Kiddie Kart.

6. OPERATING GUIDELINES The Kiddie Karts must be operated properly and safely at all times in accordance with the operating guidelines displayed at reception and on the Kiddie Karts themselves.

7. SPEED AND ATTENTION The supervising adult must ensure that the Kiddie Kart is only used at a speed comparable to walking pace and that reasonable care is taken to avoid contact with other Kiddie Karts, objects, or people.

8. SUPERVISION Children must be supervised by the responsible adult at all times while in the Kiddie Kart. The Kiddie Kart must not be left unattended with a child inside.

9. WHERE KIDDIE KARTS MAY BE USED Kiddie Karts may only be used inside the Centre. Kiddie Karts must not be used on any escalators, stairs, or in the car park.

10. RETURN OF KIDDIE KART Kiddie Karts must be returned to the original point of hire before the expiry of the hire period and before the Centre closes.

A grace period of 20 minutes applies after the hire expiry time. Kiddie Karts returned more than 20 minutes after expiry will result in forfeit of the full £20 deposit, reflecting the loss of subsequent rental availability and additional staff time required.

11. LIABILITY Subject to the above, the supervising adult is responsible for:

supervising the child and operating the Kiddie Kart in accordance with these terms;
any damage to the Kiddie Kart, other property, or any person caused by misuse, lack of supervision, or breach of these terms by the supervising adult or the child;
the loss or theft of the Kiddie Kart while in the supervising adult's possession, where such loss or theft results from the supervising adult's failure to take reasonable care.

12. RECOVERY OF COSTS Where the supervising adult is responsible under clause 11, Dinotropolis may recover from the supervising adult any reasonable and foreseeable losses, costs, or expenses directly arising from that responsibility. This is limited to losses that were reasonably foreseeable at the time of hire.

13. REFUSAL OR CANCELLATION OF HIRE Dinotropolis reserves the right to refuse or cancel the hire of a Kiddie Kart at any time, acting reasonably, including (but not limited to) where a child does not meet the eligibility criteria, where the supervising adult or child is not complying with these terms, or where there is a safety concern. Where hire is cancelled before use, the hire fee and deposit will be refunded in full.

14. UNATTENDED PROPERTY Any personal property left unattended on the premises is at the supervising adult's risk. Dinotropolis does not accept responsibility for loss, theft, or damage to unattended property, except where such loss or damage is caused by our negligence.

15. FOOD AND DRINK IN KIDDIE KARTS Food and drinks are not permitted inside the cabin of the Kiddie Kart. If food or spillages are found inside the cabin on return, Dinotropolis may retain part of the cash deposit to cover the cost of cleaning, as follows:

Light traces (e.g. a small number of crumbs, minor wrapper debris) requiring a quick wipe-down: £5 retained.
Significant spills, sticky residue, or food contamination requiring a deep clean or removal from service: up to the full £20 deposit retained.

A staff member will assess the condition of the Kiddie Kart at the point of return and explain any retention before it is applied. Where you disagree with an assessment, you may raise this immediately with the duty manager.

16. FAULTS AND COMPLAINTS If a Kiddie Kart develops a fault during your hire period, please return it to reception immediately and report the issue to a staff member. Where a fault prevents reasonable use of the Kiddie Kart, we will offer a replacement (subject to availability) or a partial or full refund of the hire fee, depending on how much of the hire period was affected.

Other issues should be reported to staff as soon as possible at the time of hire. Discretionary refunds for non-fault issues may not be available once you have left the point of hire. Nothing in this clause affects your statutory rights as a consumer under the Consumer Rights Act 2015.

If you are unhappy with the service or with any deposit retention, you may raise a complaint with the duty manager at the time, or by emailing customerservice@dinotropolis.uk. We aim to acknowledge complaints within 3 working days and respond substantively within 14 days.

17. CHANGES TO THESE TERMS Dinotropolis may update these terms from time to time. The terms applicable to your hire are those displayed at reception and provided to you at the time of hire. Material changes to these terms will be displayed clearly at the point of hire before you commit to the rental.

18. GOVERNING LAW These terms are governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in these terms affects your statutory rights as a consumer.

HIRE TERMS AND CONDITIONS

PRIVACY POLICY

Dinotropolis does not sell or transfer any personal information collected from our website to any other company or organisation.

Some website usage data is shared with third parties, predominantly in the form of website statistics which are hosted and managed by the third-party company such as Google for analytics purposes and other web analytics services.

DATA USAGE

Occasionally we will link out to other websites from the Dinotropolis website. If you choose to click on one of these links and leave our site, note that we do not have control of the external website being linked to. Dinotropolis is therefore not responsible for the privacy and protection of your information which you may provide whilst visit such websites.

As a best practice, exercise caution and read the external website’s privacy statements to determine how they use and manage your data.

LINKS TO OTHER WEBSITES

A cookie is usually a small piece of data sent from a website and stored on your computer while you browse a website. When you visit the same website in the future, the data stored in the cookie can be retrieved by the website to notify the website of your previous activity. Cookies were designed to be a reliable mechanism for websites to remember the state of the website or activity the user had taken in the past.

Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

You can read more about cookies here: http://www.whatarecookies.com

We use cookies, predominantly through third-parties such as Google Analytics, to track how users browse our website and which pages they visit. We can only use this information for statistical purposes and in no way gather personal information about you from cookies.

You can decide whether to accept, decline and clear your cookies through your chosen web browser.

Here is further cookie information from some of the leading web browsers:

Chrome
Firefox
Safari
Internet Explorer
Opera

COOKIES

Dinotropolis utilises a series of on-site and server-level security applications and protocols to ensure a safe and secure online experience for our website users.

What we do with your information

There are four primary ways in which we use data collected from users of the Dinotropolis website.

If you submit your information via a contact form, we will reply either via email or phone to discuss your submission, typically regarding new business or any other more general enquiry

If you sign-up to our newsletter, your email address and name will be added to our email marketing system. As a result, you will receive the Dinotropolis newsletter which is typically sent once per month. You can opt-out of our email newsletter at any time by following unsubscribe links within the email itself or by requesting a removal using the contact details at the end of this page.

If you apply for a job at Dinotropolis via our careers section, we will obtain personal information including your name, contact details and CV.

Your usage of our website will be tracked for analytical purposes via third-party providers, such as Google Analytics. As noted above, this does not identify your personal information such as name or email address and is purely gathered to give us a better understanding of how people use our website, what pages they like to visit and how they found our website too.

SECURITY

You have a number of rights in accordance with privacy and data-collection laws, further information for which can be obtained through the data protection regulator in your country.

The key personal rights you hold in law include:

The right to be informed
The right of access
The right to rectification
The right to erasure
The right to restrict processing
The right to data portability
The right to object to the processing
The right to withdraw consent
The right to lodge a complaint

YOUR RIGHTS

If you’d like to update the personal information held by us that’s relevant to you then you can request this using the contact details at the end of this page.

We will act on all necessary requests where reasonably possible, free of charge. We do retain the right to ignore or refuse requests should they be excessive, baseless or are requiring repeated information that’s already been provided.

You can expect a response within two weeks, although we may on occasion take longer to respond.

UPDATING YOUR PERSONAL INFORMATION

Dinotropolis will retain your personal information for as long as necessary, in particular, if you have contacted us inquiring about our services or have applied for a job vacancy.

If you subscribe to our email newsletter, your personal details will remain secure within our email marketing software until such time as you decide to unsubscribe via an unsubscribe link on our newsletter, or by contacting us directly requiring to be removed from our newsletter marketing list.

As noted in the Your Rights section above, you retain the right to ask that your personal information is removed. You can request this by contacting us using one of the methods below in the Contact Us section on this page. We aim to respond to and comply with such requests within two weeks.

HOW LONG DO WE RETAIN YOUR PERSONAL DATA?

This privacy statement is effective as of October 2018. We reserve the right to update or change this privacy statement at any time which will be effective at the date of posting.

EFFECTIVE DATE

REFUND POLICY

BOOKINGS AND PARTIES

REFUND & CANCELLATION POLICY

At Dinotropolis, we want every family to have a fantastic and safe experience. Because our park has a strict capacity limit, your booking reserves a dedicated space just for you. To keep things fair for all guests and ensure our business runs smoothly, we have outlined our cancellation and refund policies below. These policies do not affect your statutory rights as a consumer.

1. Same-Day Bookings To help us manage our daily capacity and ensure a great experience for everyone, all bookings made for the same day are final. Please note that we are unable to offer refunds, cancellations, or rescheduling for these immediate bookings. By selecting a same-day booking, you expressly request immediate provision of the service and acknowledge that you will lose any cancellation rights once the booking is made.

2. Standard Play Sessions We understand that plans can change. If you need to adjust your booking, here is how we can help:

More than 24 hours' notice: We are happy to process a cancellation and refund your booking, subject to a 20% cancellation charge. This charge reflects the administrative work involved in processing your cancellation and the risk that we may be unable to resell your reserved space at short notice.

Less than 24 hours' notice: While we cannot offer refunds at this stage, you are welcome to reschedule your visit once, provided you contact us before your session begins. On the day of your booked event we won’t be able to offer refunds, credits or reschedule (as per section 1. Of the Refund & Cancellation Policy).

Rescheduling details: Your new session must take place within 90 days of the original date. Please ensure you can attend the new date, as second reschedules or refunds for missed rescheduled sessions cannot be provided.

3. Birthday Party Bookings

7-Day Cooling-Off Period: We offer a 7-day grace period from the moment you book. If you change your mind within these 7 days (and the party date is more than 7 days away), you will receive a full refund.

Advance Cancellations: After the 7-day cooling-off period, party bookings become non-refundable. However, if you give us more than 24 hours' notice, we are very happy to help you reschedule the party to another date within the next 6 months.

Short Notice Cancellations: Unfortunately, if a party is cancelled within 24 hours of the event, we are unable to offer a refund or a reschedule, as our team will have already prepared for your celebration.

4. Important Exceptions (Non-Refundable Scenarios) To maintain fairness for all visitors who may have missed out on a ticket, we cannot ordinarily issue refunds, credits, or reschedules in the following situations:

No-Shows: Failing to attend your session without contacting us beforehand.
Late Arrivals: Arriving more than 25 minutes after your session has started.
Partial Group Changes: We understand group numbers can fluctuate, but we are unable to offer partial refunds or partial rescheduling if one or more members of your group cannot make it.
On-the-Day Changes: We cannot offer refunds for travel delays, traffic, or a change of mind on the day of your visit. In cases of genuine illness affecting a child in the booking party, please contact us — at our discretion we may offer a one-time reschedule on production of reasonable evidence.
Checked-In Guests: Once your party has checked in at reception, the booking is considered fully used and final.

5. Processing Refunds All discretionary refunds are subject to management approval. Refunds will be processed within 14 days of approval, in line with our obligations under the Consumer Contracts Regulations 2013. Refunds are returned to the original payment method.

DINOTROPOLIS

MEMBERSHIP

At Dinotropolis, our memberships are designed to offer fantastic value for our most frequent visitors. To ensure all our guests have a fair opportunity to book and enjoy our strictly limited capacity, please review our membership guidelines below.

These terms should be read alongside our standard Terms & Conditions and our Privacy Policy.

1. PRINCIPAL TERMS

Agreement: Please read this document in conjunction with our Privacy Policy and standard Terms & Conditions. This agreement commences once you have indicated your acceptance of the membership during the web sign-up process.

Activation: Your membership will become live and active once you have made your initial payment.

Payment Method: Payments are charged directly to your registered payment card on a recurring monthly basis.

Non-Transferable: Your membership (including any associated perks) is strictly for the registered member and cannot be transferred, shared, or sold to anyone else.

Multi-Child Discount: Families purchasing memberships for multiple siblings are entitled to a 20% discount on each additional child's membership fee (applicable to the same or lower tier).

2. 14-DAY COOLING-OFF PERIOD Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your membership within 14 days of sign-up without giving any reason. To exercise this right, you must inform us by email to customerservice@dinotropolis.uk before the 14-day period expires. If you cancel within this period and have not yet used the membership, you will receive a full refund of any payments made. If you have used the membership during the cooling-off period (for example, by visiting the park), we may deduct a proportionate amount reflecting the value of the service supplied up to the point of cancellation. The 14-day cooling-off period runs in parallel with — and takes precedence over — the minimum commitment period set out in section 6 below.

3. MEMBERSHIP TIERS & ENTITLEMENTS Members are entitled to the rights and privileges of their specific purchased tier.

Tier 1: The Explorer Tier - £25/month

Access: Unlimited entry during off-peak times only (Monday to Friday, strictly during local term-time). It is not valid on weekends or during school holidays.
Adult Entry: One named adult enters for free per visit.
Café Perks: 10% discount on all food and drinks.

Tier 2: The Explorer Plus (Standard Tier) - £35/month

Access: Unlimited entry 7 days a week, with no date restrictions (valid across both Peak and Off-Peak times).
Guest Pass: One "Bring a Friend" pass per month (single-use). Note: The guest must attend the same session as the primary member.
Café Perks: 10% discount on all food and drinks.
Party Perks: 10% discount on any birthday party package booked for the registered member.

Tier 3: The Ultimate Explorer (Premium Tier) - £45/month

Access: Priority booking for 7-day access. This includes unlimited access during off-peak times, and a maximum of one session per day during peak times (weekends/holidays).
Golden Guest Passes: Two "Bring a Friend" passes per month. Note: Guests must attend the same session as the primary member.
Hot Drink Perk: Up to 10 free regular hot drinks (tea/coffee) per month for the attending adult.
Café Perks: 10% discount on all food and drinks.
Party Perks: 10% discount on any birthday party package booked for the registered member.

4. FEES AND CHARGES

No Hidden Fees: We do not charge a joining fee or administration fee to set up your membership.

Recurring Payments: Your second and all subsequent months' membership fees will be collected automatically on the same day of the month as your initial payment. Outside of the 14-day cooling-off period set out in section 2, monthly payments are non-refundable except where required by law (for example, where Dinotropolis has failed to provide the service or has materially breached these terms).

Missed Payments: If a payment is missed and remains unpaid 14 days after we notify you, Dinotropolis reserves the right to suspend or terminate your membership account.

Price Changes: From time to time, we may need to change the price of your membership. We will give you at least one full month's notice of any upcoming price changes. During this notice period, you retain your right to terminate your membership without penalty, including waiver of any outstanding minimum commitment. If you do not terminate by the date given, the new price will automatically apply.

5. CAPACITY & NO-SHOW POLICY Because our park capacity is limited, every booking reserves a dedicated space just for you. When bookings are missed or cancelled at the last minute, it prevents other families from visiting and impacts our business.

Cancellation Notice: If you are unable to attend a booked session, you must cancel your booking online via your account or by emailing us at customerservice@dinotropolis.uk with at least 24 hours' notice. (Please note: We do not accept cancellations via phone or voicemail.)

No-Show Consequences: To keep things fair for everyone, if more than 1 booking is left unattended in a single calendar month, or is cancelled with less than 24 hours' notice, Dinotropolis reserves the right to suspend the member's ability to make advance bookings for the remainder of that calendar month. Repeated no-shows over consecutive months may result in termination of the membership in accordance with section 6. We will not charge any additional fees to your registered payment card without your express prior consent obtained at the time.

6. CANCELLATION & TERMINATION

Cooling-Off Right: Your right to cancel within 14 days under section 2 takes precedence over the minimum commitment period below.

Minimum Commitment Period: Subject to the 14-day cooling-off right, all Dinotropolis memberships are subject to a minimum commitment of two (2) months from activation. If you choose to cancel after the cooling-off period but during this initial period, you will remain liable for the full two months' fees.

Notice Period: Following your initial two-month commitment, you may cancel your membership at any time by giving one month (30 days) written notice prior to your next billing date.

Final Payment: Because of the one-month notice period, one final payment may be collected depending on when your cancellation request is submitted in relation to your billing cycle. You will retain full access to your membership perks until the end of your final paid month.

How to Cancel: All cancellation requests must be submitted in writing by emailing customerservice@dinotropolis.uk or via your online account. Cancellations are not accepted via phone, voicemail, social media, or in person at the venue.

Termination by Dinotropolis: We may terminate your membership immediately if you breach these terms in a serious or repeated manner, including (but not limited to) abusive behaviour towards staff or other visitors, fraudulent use of the membership, or persistent non-payment.