​Dream Away Soft Play

These Terms & Conditions form part of your hire agreement with Dream Away Soft Play.

 

1. General Conditions

• ​All equipment is for indoor use only and must remain in the position it is set up. Equipment must not be moved, repositioned, or relocated at any time.

• Equipment is not suitable for anyone aged over the age of 4.

• Equipment must be used only for its intended purpose

• Adult supervision is required at all times

• Dream Away Soft Play does not provide supervision

• The hirer accepts full responsibility for the safe use of the equipment

 

2. Hirer Responsibility

The hirer is fully responsible for:

• All children using the equipment

• Ensuring all adults and parents present follow the Rules of Play

• Any damage, loss, or misuse during the hire period

Dream Away Soft Play accepts no responsibility for injury caused by misuse or lack of supervision.

 

3. Set-Up & Access

• Clear and safe access to the setup area must be available at the agreed set-up time.

• A minimum of 45 minutes is required for all soft play set-ups. Larger installations, including the Dream Castle and Dream Castle Deluxe,  require additional set-up time, which will be confirmed in advance. Please note that if the set-up area is located on a different floor, an additional 15 minutes is required for both set-up and collection to ensure safe installation.

• If access to the venue or set-up area is delayed, restricted, or not ready upon our arrival, Dream Away Soft Play cannot be held responsible for any delay in the completion of set-up.

• The agreed hire period and collection time will remain unchanged. Any delays caused by access issues may result in reduced hire time, and no extension or refund will be given.

• Where access delays or restrictions significantly impact our schedule, additional delay charges may apply.

• If, on arrival, the available space is insufficient, unsuitable, or unsafe for the agreed equipment, we reserve the right not to proceed with the hire, and no refund will be issued.

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4. End of Hire & Collection

• The hirer is responsible for ensuring that all hired equipment is cleared of children by the agreed end of the hire period.

• Prior to collection, all equipment must be returned to the same layout and position as it was left following set-up, unless otherwise agreed.

• Equipment must be accessible and ready for collection at the agreed time.

• If equipment is not cleared, reset, or ready for collection on arrival, this may result in delays and additional charges may apply.​

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5. Power Supply

• The hirer must provide a suitable and continuous power supply

• Power must remain switched on throughout the hire

• Equipment must not be unplugged or switched off

 

6. Pets

• Any free-roaming pets (including dogs and cats) must not be allowed in the same room as the equipment at any time

• Dream Away Soft Play reserves the right to refuse the hire if we are unsure about animal presence, control, or behaviour

• No refund will be given in this situation

 

7. Heat & Fire Safety

• Equipment must be kept away from heaters, radiators, fireplaces, candles, or naked flames

 

8. Venue Permission

• The hirer is responsible for ensuring venue permission is granted

• Any venue restrictions are the responsibility of the hirer and do not entitle a refund

 

9. Equipment Faults 

• If any equipment develops a fault:

  • It must be taken out of use immediately

  • Children must be removed straight away

  • Dream Away Soft Play must be contacted immediately

Equipment must not be re-used once removed from service.

 

10. Health, Hygiene & Cleaning Charges

• All equipment is cleaned before and after every hire

• If equipment becomes dirty or soiled (including poo or vomit):

  • Dream Away Soft Play must be informed immediately

  • The hirer must clean the affected area before collection

  • A cleaning charge will apply and will be deducted from the refundable security deposit

  • No abrasive or chemical cleaners may be used

 

11. Decorations & Additions

• No items may be added to any equipment unless supplied by Dream Away Soft Play

• Nothing may be hung, taped, tied, pinned, or glued to the equipment

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12. Face Painters

• If a face painter is present, Dream Away Soft Play reserves the right to refuse or end the hire

• No refund will be given in this situation

 

13. Early Termination & Deposits

• Failure to follow Rules of Play or Terms & Conditions may result in:

  • Immediate termination of hire

  • Loss of refundable security deposit

  • Additional charges for damage, loss, or cleaning​

 

14. Booking Deposit & Security Deposit

A non-refundable booking deposit is required to secure your chosen hire date and will be deducted from the final balance. The booking deposit confirms your reservation and removes that specific date from being offered to other customers.

Booking deposits are strictly non-refundable in the event of cancellation, change of plans, or circumstances outside of the Hirer’s control.

If the Hirer wishes to change the event date, this request must be made in writing and is strictly subject to availability. A change of date is not confirmed until Dream Away Soft Play has confirmed the new date in writing.

If the requested new date is unavailable, the original booking remains in place and the booking deposit remains non-refundable in accordance with this policy.

Dream Away Soft Play is under no obligation to transfer a booking to an alternative date.

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All hires also require a refundable security deposit.

The refundable security deposit may be paid alongside the final balance, allowing the hirer to make a single payment once the booking deposit has been paid.

The refundable security deposit will be returned within 24 hours of the hire being completed, provided the equipment is returned in the same condition as when delivered and all Terms & Conditions and Rules of Play have been followed.

Where damage, loss, misuse, or additional cleaning is required, deductions may be made from the refundable security deposit, this especially includes, but is not limited to, dirt and indentations/ prints made from shoes.

 

15.Refunds

Dream Away Soft Play operates a no-refund policy, except in the circumstances outlined below.

All booking deposits are non-refundable, as they secure the hire date and prevent it from being booked by another customer.

Hire fees are non-refundable once the booking has been confirmed, regardless of cancellation, change of plans, or circumstances outside of the hirer’s control.

Refunds will only be issued if Dream Away Soft Play is unable to fulfil the hire due to cancellation on our part. In this case, any payments made will be refunded in full.

The refundable security deposit will be returned within 24 hours of the hire being completed, provided all equipment is returned in the same condition as when delivered and all Rules of Play and Terms & Conditions have been followed.

Where cleaning, damage, loss, or misuse has occurred, deductions may be made from the refundable security deposit in line with our Terms & Conditions.

 

16. On-the-Day Hire Agreement

Signing the Dream Away Soft Play Hire Agreement on the day of hire is a condition of the hire.

If the hirer chooses not to sign the on-the-day agreement, Dream Away Soft Play will not proceed with the hire. In this situation, the booking will be treated as a cancellation on the day of hire, and both the booking deposit and the refundable security deposit will not be refunded.

By requesting a booking and paying any required deposit, the hirer confirms they have read, understood, and agree to these Terms & Conditions, including the requirement to sign the on-the-day Hire Agreement.

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17.Photography & Social Media

Dream Away Soft Play may take photographs or videos of the equipment when it is set up in public venues or hired event spaces for promotional and marketing purposes.

Photographs will not be taken inside a hirer’s private home without prior permission, and no photographs or videos of children will be taken or used unless explicit consent has been given by the hirer.

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18. Circumstances Beyond Our Control (Force Majeure)

Dream Away Soft Play will not be held liable for any failure or delay in providing the hire due to circumstances beyond our control, including but not limited to severe weather, accidents, breakdowns, or emergency situations.

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19. Final Balance Payment

The remaining balance for the hire must be paid no later than 7 days before the date of hire.

If the final balance is not received by this time, Dream Away Soft Play reserves the right to cancel the booking. In this situation, the booking deposit will remain non-refundable.

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20. Digital Hire Agreement

All bookings require completion of a digital Hire Agreement. Failure to complete the agreement may result in cancellation of the booking without refund of the booking deposit.

 

21. Acceptance

By proceeding with a booking, the hirer confirms they have read, understood, and agree to these Terms & Conditions and the Rules of Play.

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