Terms & conditions

Last updated: May 2026

These terms apply to everyone visiting DragonZone Soft Play. By creating an account, booking a session, or bringing your family in to play, you agree to them. We’ll always tell you if anything changes.

1. Who we are

DragonZone Soft Play (“we”, “us”, “the centre”) runs the soft play centre and family café at Thornwell Pavilion, Tenby Lane, Thornwell, Chepstow NP16 5GH. You can reach us by email at hello@dragonzonesoftplay.co.uk or via our Facebook page.

2. Bookings & payment

Play sessions are booked and paid for individually on this website. There are no memberships, subscriptions, or recurring charges. The price is shown clearly before you pay, and any discount code you apply is reflected in the total at checkout.

Each booking is for a specific session slot on a specific date. Places are limited for safety, so a booking guarantees your children’s places for that session only.

Babies under 12 months play free, but still need to be included in your booking so we can keep within our safe capacity.

3. Cancellation & cooling off

Bookings can be cancelled up to 4 hours before the session starts with no penalty. Email us and we’ll move or refund the booking. Cancellations inside that window aren’t refunded, because the places are held and we can’t refill them at short notice.

Because each booking is for a specific date and time, the statutory 14-day cooling-off period doesn’t apply to session bookings (they’re a service supplied on a set date). Your statutory rights are otherwise unaffected.

4. Conduct in the centre

Children must be supervised at all times. A responsible adult (16+) must stay in the building for the whole session and keep an eye on the children they’ve brought. Our team keep the centre safe and clean, but they don’t replace parental supervision.

Socks must be worn in the play areas, by children and by any adults going in with them. No shoes, no bare feet. Food and drink stay in the café area, and only food bought on site (or baby food) can be consumed in the centre.

Play kindly. Follow staff instructions, use equipment the way it’s meant to be used, and stick to the age zones. They’re there so little ones don’t get bowled over by bigger kids.

Harassment, discrimination, aggressive behaviour, or being under the influence of alcohol or drugs will get you asked to leave immediately and without refund. If your child is unwell (especially with sickness or diarrhoea in the last 48 hours), please stay home and email us; we’ll happily move your booking.

5. Safeguarding

Safeguarding concerns (about a child, another adult, or anything you see at the centre) go to hello@dragonzonesoftplay.co.uk, or speak to the duty manager on the day. We handle every report in confidence and act on it. Where the law or the situation requires it, we escalate to the appropriate authority.

6. Liability & risk

Active play carries a small inherent risk of bumps and tumbles. That’s part of how children play and learn. By signing the safety waiver before your first visit, you acknowledge this and confirm your children are able to play safely. We take our side seriously: equipment is checked and cleaned between sessions, session numbers are capped, and staff are always on the floor, but supervision of your children remains your responsibility.

We’re not liable for personal injury, illness, or property loss except where caused by our negligence (in which case your statutory rights apply in full). Please don’t bring valuables. We can’t accept responsibility for items left in the café or cubbies.

7. Photography & video

DragonZone does not photograph or film children for marketing. You are welcome to take your own photos of your own children during your visit; please be considerate of other families and avoid capturing other people’s children.

If you ever have a concern about a photo or video, email us and we will help.

8. Personal data

We collect and process your personal data in line with UK GDPR. The full breakdown (what we hold, why, how long for, and how to access or delete it) lives on our privacy centre.

9. Changes to these terms

We can update these terms when we need to, for example when we add new services or comply with new regulations. We’ll email account holders at least 14 days before any material change takes effect. If you don’t agree with a change, you can cancel any affected booking under the standard cancellation terms above.

10. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be handled by the English courts, but we’d much rather resolve things by talking first. Email us and let’s sort it out.