Terms and conditions

CQP 8285 min

Terms and Conditions

The full terms and conditions are listed below but please initially read the following:

BALLOONS are not permitted as they could get tangled in the climbing lines and create a safety risk for climbers

BIRTHDAY CAKES can only be brought in if you have booked a High Rise Party Package

LATE ARRIVALS will lose activity time as each session has maximum numbers and are scheduled in advance

AGE RANGE for Clip ‘n Climb is 4+ and for Soft Play the recommended age range is 3 to 8 (except for one dedicated session designed for under 3s)

WEIGHT is a factor in Clip ‘n Climb – minimum is 1.5 stones/10kg and maximum is 22 stones/150kg

SAFETY BRIEFING is required each time you visit

CLOTHING/FOOTWEAR for Clip ‘n Climb – closed toe footwear is required – no sandals, crocs, long heels, large hiking boots, dresses, skirts or loose clothing. Long hair must be tied back. This list is not exhaustive so please ask for more information before booking if you are unsure as we cannot issue refunds if you cannot be admitted to the session based on inappropriate clothing/footwear

JEWELLERY/VALUABLES should be removed and pockets should be emptied of loose items such as mobile phones, keys, coins etc – free lockers are available

RESCHEDULING is possible for individual bookings if you give 14 days notice and will incur a £4.95 administration fee. Parties cannot be rescheduled

INCREASING NUMBERS ATTENDING is possible subject to availability but we cannot guarantee this even for Birthday Parties as maximum numbers apply to each session for safety reasons

REFUNDS cannot be given under any circumstances including if Birthday Parties end up with less guests than the original booking

NO PICNICS are allowed as we have many guests with severe allergies. We ask you to purchase food and drink from our café which is owned by our Charity and has subsidised prices. Our Café revenue is critical, but please be assured every penny goes to fund our work supporting local families

High Rise Full Terms and Conditions

Within these terms and conditions ‘We’ or ‘Us’ refers to the management or staff of High Rise or Employers For Childcare Trading Limited, which is the owner of High Rise.

The term ‘guest’ refers to anyone visiting or using the High Rise facilities, whether to take part in a paid for activity or to accompany someone taking part in a paid for activity or to use the centre in any other capacity.

Section A
Clip ‘n Climb

Clip ‘n Climb sessions usually last for 90 minutes:
30 minutes pre-climbing safety briefing and harness fitting
55 minutes climbing
5 minutes to de-harness and leave the arena
Some promotional sessions may vary in length, but this will always be made clear
The minimum age to take part in Clip ‘n Climb is 4 years and the minimum weight is 1.5 stones / 10kg – this is to allow the auto-belay system to function safely. The maximum weight limit is 22 stones /150kg and there is no maximum age limit, as long as the participant is in good health
Minimum height for Vertical Drop Slide and Leap of Faith is 4ft/120cm – wristbands must be purchased in advance or in the first 30 minutes of climbing and cannot be used in the last 15 minutes of your session. No refund can be given if you forget to use your wristband.
Everyone participating in Clip ‘n Climb must attend the full pre-climbing safety briefing each time they visit. It is your responsibility to ensure you arrive in time for your briefing, which will be at the time you have booked for. Safety briefings start promptly, and late arrivals will not be allowed to join. You may be able to join the next briefing if spaces are available, but your climbing time will be reduced to 30 minutes. We must adhere to strict staff/climber ratios and more often than not this means we cannot deviate from our schedule of bookings at all. Punctuality by guests is therefore vitally important
As part of the pre-climbing safety briefing session, a photograph will be taken and stored in line with our GDPR compliant privacy policy to demonstrate that all guests have attended and understood the safety briefing and the rules of participation in Clip ‘n Climb
Harnesses cannot be worn outside the Briefing Room and Clip ‘n Climb arena. If you leave these areas during your session for any reason other than to use the toilet, you will not be able to return and will lose any remaining activity time with no refund given
All those climbing or wishing to enter the Clip ‘n Climb arena must wear suitable clothing and footwear:
Closed toe footwear is required – no sandals or crocs
No long heals or large hiking boots
Dresses, skirts or loose clothing are not permitted
Long hair should be tied back
All jewellery should be removed and pockets should be emptied of loose items such as mobile phones, keys, coins etc
Refunds will not be offered if you are unable to climb due to inappropriate clothing, footwear etc. This list of unsuitable clothing, footwear etc is not exhaustive – please ask for more information before booking if you have any doubts or questions
Due to the physical nature of Clip ‘n Climb, minor injuries like bumps, bruises and scrapes are common. By participating or allowing anyone in your care to participate, you acknowledge and accept this risk
By participating or allowing anyone in your care to participate, you confirm that you, and everyone in your booking group, are in a suitable state of health and do not have a medical condition that may be triggered or aggravated by participating in activities in the climbing arena, such as a neck, back, shoulder, hip, or knee injury. If you are in any doubt about your ability to participate, we advise you to speak to a member of High Rise staff before booking
We recommend that anyone who is pregnant does not take part in Clip ‘n Climb
All those under the age of 14 need to be accompanied to the pre-climbing safety briefing by a parent/responsible adult aged 18+. No adults will be permitted to enter the Clip ‘n Climb arena unless they have booked to climb and attended the full pre-climbing safety briefing (or need to accompany a child with support needs, in which case belongings must be stored securely in a locker and a hi-vis jacket will be provided – attending the full pre-climbing safety briefing is also required in these circumstances)
Any of the climbing challenges may be taken out of use at any time for essential reasons such as maintenance. We will always endeavour to limit this, but refunds will not be given due to some Clip ‘n Climb challenges being unavailable
Pre-booking online is required for Clip n Climb
Full payment is required at the time of booking and is non-refundable
Guests should ensure the contact details they provide (telephone number and email address) are correct
Guests should report to reception on arrival to be checked in using their booking confirmation email
Children must be supervised by an accompanying adult at all times while at High Rise (except when they are in the Clip ‘n Climb arena when they will be under the supervision of staff – accompanying adult must remain in the viewing area/cafe)
No dogs are permitted within High Rise (with the exception of assistance dogs)
High Rise is a no smoking centre (this includes vaping)
Balloons are not permitted in High Rise as there is a risk that they could get tangled in the climbing lines and create a safety risk for climbers
We accept no responsibility for any loss, damage or injury that may occur to any guest while on High Rise property, except where such loss, damage or injury has arisen as a result of our negligence or a breach of our duty
Guests must adhere to the instructions of High Rise staff at all times and comply with any rules or guidance displayed within the facilities.
High Rise takes a zero-tolerance approach to anyone who abuses a member of staff or another guest, physically or verbally. Management reserve the right to refuse admission or to ask a guest to leave if they are behaving aggressively towards staff, misusing any of the equipment or causing a nuisance to other guests (this is not an exhaustive list). Anyone under the influence of drugs or alcohol will not be permitted to take part in activities within High Rise. Guests asked to leave under any of these circumstances will not be entitled to any refund for activities not fulfilled
All prices listed on our website are correct at the time of publication
All promotions and special offers are subject to terms and conditions and may be withdrawn at any time
Promotions and special offers run independently and cannot be used in conjunction with each other
Accidents, including toileting accidents, should be reported to a member of staff immediately to ensure the best possible assistance is provided. All non-toileting accidents will be logged in an accident report system which is GDPR compliant. Accidents reported after leaving the centre cannot be dealt with appropriately
Personal possessions are left unattended at your own risk. High Rise is not responsible for guests’ property – lockers are available for the storage of valuables
High Rise operates a strict ‘no picnic’ policy – guests are not permitted to bring any drinks or any food into the centre. The only exception is for guests who have booked a party who may bring in a birthday cake to enjoy after their activity. Only food and drinks purchased in our café may be consumed in the centre. This enables us to support other guests with severe allergies and it also helps us as a Social Enterprise to generate as much revenue as possible for our Registered Charity. High Rise is (as far as is reasonably achievable) a nut free zone. While we aim to be nut free, we cannot completely guarantee that some ingredients used in our kitchen are completely free from traces of nuts. No food or drink – including chewing gum – is to be consumed within the soft play area, sensory rooms or Clip ‘n Climb arena

Section B
Soft Play

Parents and guardians are responsible for supervising children using our soft play facility at all times
It is recommended that children wear long sleeves and trousers while playing on the soft play
All soft play guests will need to remove their shoes and store them in one of our shoe buckets before entering the soft play. These can be collected after your activity. Socks must be worn at all times
Children are not permitted to climb up the slide, playframe or netting within the soft play
The recommended age for our general Soft Play is 3-8
A dedicated session is normally available for Under 3s at a specific time
Adults are not permitted to enter the soft play frame except in an emergency or to retrieve a distressed child
Pre-booking online is strongly recommended as sessions have a maximum capacity
Full payment is required at the time of booking and is non-refundable
Guests should ensure the contact details they provide (telephone number and email address) are correct
Guests should report to reception on arrival to be checked in using their booking confirmation email
Children must be supervised by an accompanying adult at all times while at High Rise (except when they are in the Clip ‘n Climb arena when they will be under the supervision of staff – accompanying adult must remain in the viewing area/cafe)
No dogs are permitted within High Rise (with the exception of assistance dogs)
High Rise is a no smoking centre (this includes vaping)
Balloons are not permitted in High Rise as there is a risk that they could get tangled in the climbing lines and create a safety risk for climbers
We accept no responsibility for any loss, damage or injury that may occur to any guest while on High Rise property, except where such loss, damage or injury has arisen as a result of our negligence or a breach of our duty
Guests must adhere to the instructions of High Rise staff at all times and comply with any rules or guidance displayed within the facilities
High Rise takes a zero-tolerance approach to anyone who abuses a member of staff or another guest, physically or verbally. Management reserve the right to refuse admission or to ask a guest to leave if they are behaving aggressively towards staff, misusing any of the equipment or causing a nuisance to other guests (this is not an exhaustive list). Anyone under the influence of drugs or alcohol will not be permitted to take part in activities within High Rise. Guests asked to leave under any of these circumstances will not be entitled to any refund for activities not fulfilled
All prices listed on our website are correct at the time of publication
All promotions and special offers are subject to terms and conditions and may be withdrawn at any time
Promotions and special offers run independently and cannot be used in conjunction with each other
Accidents, including toileting accidents, should be reported to a member of staff immediately to ensure the best possible assistance is provided. All non-toileting accidents will be logged in an accident report system which is GDPR compliant. Accidents reported after leaving the centre cannot be dealt with appropriately
Personal possessions are left unattended at your own risk. High Rise is not responsible for guests’ property – lockers are available for the storage of valuables
High Rise operates a strict ‘no picnic’ policy – guests are not permitted to bring any drinks or any food into the centre. The only exception is for guests who have booked a party who may bring in a birthday cake to enjoy after their activity. Only food and drinks purchased in our café may be consumed in the centre. This enables us to support other guests with severe allergies and it also helps us as a Social Enterprise to generate as much revenue as possible for our Registered Charity. High Rise is (as far as is reasonably achievable) a nut free zone. While we aim to be nut free, we cannot completely guarantee that some ingredients used in our kitchen are completely free from traces of nuts. No food or drink – including chewing gum – is to be consumed within the soft play area, sensory rooms or Clip ‘n Climb arena

Section C
Sensory Rooms

Sensory Room 1 (larger room) sessions are 45 minutes in duration
Sensory Room 2 (smaller room) sessions are 30 minutes in duration
Sensory Room 1 (larger room) will be available to more than one guest / group at a time. There may be guests from a range of age groups, with varying needs and abilities
High Rise will endeavour to accommodate the needs of all guests however this may not always be possible
Each sensory room’s environment can be tailored to be relaxing or stimulatory depending on individual needs. Everyone should respect this in their use of the room by appreciating the needs of other guests. As a result, it may not be possible for guests with very different needs to use a room at the same time
All guests under the age of 18 using the sensory rooms must be accompanied by a supervising adult at all times. High Rise staff monitor the sensory rooms; however, they do not take responsibility for the supervision of guests
It is the supervising adult’s responsibility to familiarise themselves with the instructions given to operate the various room controls. If they need assistance, a staff member will be happy to help
Guests are not permitted to change the projectors on the projector wheel. If you would like a different projector wheel, a member of staff will be happy to accommodate this
Please respect the equipment in the sensory rooms. The rooms should be left as they are found to ensure that all subsequent guests can enjoy a positive experience
Not all equipment will be suitable for every guest. Although staff members can provide guidance on the use of equipment, the supervising adult remains responsible for the choice of equipment used by guests in their group
Shoes are not permitted in the sensory rooms and should be stored in the buckets outside. Socks must be worn at all times
No food, drink or chewing gum is allowed in the sensory rooms at any time. This includes baby milk/bottles etc.
The sensory rooms are designed for therapeutic purposes. Everyone who enters the rooms should respect this and the needs of our guests
Pre-booking online is strongly recommended as sessions have a maximum capacity
Full payment is required at the time of booking and is non-refundable
Guests should ensure the contact details they provide (telephone number and email address) are correct
Guests should report to reception on arrival to be checked in using their booking confirmation email
Children must be supervised by an accompanying adult at all times while at High Rise (except when they are in the Clip ‘n Climb arena when they will be under the supervision of staff – accompanying adult must remain in the viewing area/cafe)
No dogs are permitted within High Rise (with the exception of assistance dogs)
High Rise is a no smoking centre (this includes vaping)
Balloons are not permitted in High Rise as there is a risk that they could get tangled in the climbing lines and create a safety risk for climbers
We accept no responsibility for any loss, damage or injury that may occur to any guest while on High Rise property, except where such loss, damage or injury has arisen as a result of our negligence or a breach of our duty
Guests must adhere to the instructions of High Rise staff at all times and comply with any rules or guidance displayed within the facilities
High Rise takes a zero-tolerance approach to anyone who abuses a member of staff or another guest, physically or verbally. Management reserve the right to refuse admission or to ask a guest to leave if they are behaving aggressively towards staff, misusing any of the equipment or causing a nuisance to other guests (this is not an exhaustive list). Anyone under the influence of drugs or alcohol will not be permitted to take part in activities within High Rise. Guests asked to leave under any of these circumstances will not be entitled to any refund for activities not fulfilled
All prices listed on our website are correct at the time of publication
All promotions and special offers are subject to terms and conditions and may be withdrawn at any time
Promotions and special offers run independently and cannot be used in conjunction with each other
Accidents, including toileting accidents, should be reported to a member of staff immediately to ensure the best possible assistance is provided. All non-toileting accidents will be logged in an accident report system which is GDPR compliant. Accidents reported after leaving the centre cannot be dealt with appropriately
Personal possessions are left unattended at your own risk. High Rise is not responsible for guests’ property – lockers are available for the storage of valuables
High Rise operates a strict ‘no picnic’ policy – guests are not permitted to bring any drinks or any food into the centre. The only exception is for guests who have booked a party who may bring in a birthday cake to enjoy after their activity. Only food and drinks purchased in our café may be consumed in the centre. This enables us to support other guests with severe allergies and it also helps us as a Social Enterprise to generate as much revenue as possible for our Registered Charity. High Rise is (as far as is reasonably achievable) a nut free zone. While we aim to be nut free, we cannot completely guarantee that some ingredients used in our kitchen are completely free from traces of nuts. No food or drink – including chewing gum – is to be consumed within the soft play area, sensory rooms or Clip ‘n Climb arena

Section D
Birthday Parties

Full payment/Deposit (depending on how far away the party is) is required to book a party and no refunds will be given for reduction in numbers for any reason. Party bookings cannot be rescheduled. Unused credit from pre-paid parties cannot be transferred and used towards additional activities or purchases on the day. As a Social Enterprise funding a Registered Charity, we have to strictly apply these terms to safeguard our revenue which funds a variety of Social Impact projects
If the number of guests increases after booking, we may not be able to accommodate this, especially for Clip ‘n Climb where the number of climbers per session is strictly limited. If you do have an increase in numbers, please let us know as soon as possible, and we will do our best to accommodate this, but sessions do fill up in advance with other guests and we cannot exceed our maximum number of participants
The party organiser should arrive 10-15 minutes before your party time to check-in and receive your wristbands. Everyone else should arrive in time for the start of your session/briefing. Late arrivals of up to 20 minutes cannot be accommodated without reducing activity time and late arrivals of more than 20 minutes cannot be accommodated at all and no refund will be given
Cakes may only be brought into High Rise by guests holding a booking for our party package (regular candles only please – no sparkler/firework type candles please). No other food or drinks may be brought into the centre
Party decorations such as banners or table confetti are not permitted but guests may bring their own themed disposable plates and cups
When you book a birthday party you are responsible for the adherence to our full Terms and Conditions by everyone entering our facilities as a result of your party. By booking you confirm that you accept responsibility for the general health, safety and wellbeing of everyone in your group including other parents
For Clip ‘n Climb birthday parties, the party organiser/person holding the booking is deemed to be responsible for all those attending the party and in all of the above Clip ‘n Climb specific terms and conditions this person will be deemed as participating or allowing anyone in their care to participate
Birthday Parties must be booked in advance using our online system with a minimum number of 10 guests
Full payment/Deposit (depending on how far away the party is) is required at the time of booking and is non-refundable
Guests should ensure the contact details they provide (telephone number and email address) are correct
Guests should report to reception on arrival to be checked in using their booking confirmation email
Children must be supervised by an accompanying adult at all times while at High Rise (except when they are in the Clip ‘n Climb arena when they will be under the supervision of staff – accompanying adult must remain in the viewing area/cafe)
No dogs are permitted within High Rise (with the exception of assistance dogs)
High Rise is a no smoking centre (this includes vaping)
Balloons are not permitted in High Rise as there is a risk that they could get tangled in the climbing lines and create a safety risk for climbers
We accept no responsibility for any loss, damage or injury that may occur to any guest while on High Rise property, except where such loss, damage or injury has arisen as a result of our negligence or a breach of our duty
Guests must adhere to the instructions of High Rise staff at all times and comply with any rules or guidance displayed within the facilities.
High Rise takes a zero-tolerance approach to anyone who abuses a member of staff or another guest, physically or verbally. Management reserve the right to refuse admission or to ask a guest to leave if they are behaving aggressively towards staff, misusing any of the equipment or causing a nuisance to other guests (this is not an exhaustive list). Anyone under the influence of drugs or alcohol will not be permitted to take part in activities within High Rise. Guests asked to leave under any of these circumstances will not be entitled to any refund for activities not fulfilled
All prices listed on our website are correct at the time of publication
All promotions and special offers are subject to terms and conditions and may be withdrawn at any time
Promotions and special offers run independently and cannot be used in conjunction with each other
Accidents, including toileting accidents, should be reported to a member of staff immediately to ensure the best possible assistance is provided. All non-toileting accidents will be logged in an accident report system which is GDPR compliant. Accidents reported after leaving the centre cannot be dealt with appropriately
Personal possessions are left unattended at your own risk. High Rise is not responsible for guests’ property – lockers are available for the storage of valuables
High Rise operates a strict ‘no picnic’ policy – guests are not permitted to bring any drinks or any food into the centre. The only exception is for guests who have booked a party who may bring in a birthday cake to enjoy after their activity. Only food and drinks purchased in our café may be consumed in the centre. This enables us to support other guests with severe allergies and it also helps us as a Social Enterprise to generate as much revenue as possible for our Registered Charity. High Rise is (as far as is reasonably achievable) a nut free zone. While we aim to be nut free, we cannot completely guarantee that some ingredients used in our kitchen are completely free from traces of nuts. No food or drink – including chewing gum – is to be consumed within the soft play area, sensory rooms or Clip ‘n Climb arena

Section E
Gift Vouchers

All gift vouchers are valid for 12 months from the date of purchase. Gift vouchers cannot be extended
No refunds will be issued for gift vouchers not used

Section F
Guests with additional needs

High Rise aims to be inclusive and accessible for everyone including those with additional needs. High Rise incorporates both a Changing Places facility and sensory rooms. We will do our best to ensure all guests can access these services within the centre, but at times, this may not be suitable (for example due to the numbers taking part in a certain activity, or the availability of staff)
Guests with additional needs may wish to contact High Rise in advance of their visit to discuss any particular requirements
High Rise has invested in providing a Changing Places toilet to meet the needs of guests. This is accessed using a radar key – if guests do not have their own radar key, they may obtain one from the High Rise reception, which should be returned to reception promptly following use of the facility
Guests are asked to treat the Changing Places toilet with respect, to only use it for the purposes it was intended and to leave it in the condition in which they would expect to find it
Guests must provide their own slings to use with the ceiling hoist
If guests find the Changing Places toilet in an unsatisfactory condition they should inform reception staff immediately
Misuse of the Changing Places toilet could lead to guests being asked to leave High Rise

Section G
Privacy

CCTV cameras are in operation both inside and outside of High Rise – please refer to our GDPR compliant Privacy Notice for further information on the use of CCTV within High Rise

Section H
Photography

By entering High Rise guests acknowledge that they may be filmed or photographed and that these photographs or recordings may be used by High Rise to promote the centre or for other purposes, including in advertising, both online and offline. Guests waive the right to inspect or approve the use of the photographs and/or recordings and acknowledge that no compensation of any kind will be paid. If you do not want us to use your information for the marketing purposes described in this paragraph, please let us know. In group photographs and videos, we will endeavour to keep personal identification to a minimum. Should we request an individual photograph or video, you will be asked to give your permission for images to be captured. You can refuse consent for this
Guests are welcome to take photos/videos during their experience at High Rise, but we cannot be held responsible for photos/videos taken and used by guests including on social media. We would ask guests taking photos/videos of their own children or other guests in their party, to take every measure to ensure that no other child or adult can be identified in the photo/video
Our website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions

Section I
Changes

We will not directly notify guests of any changes to our Terms and Conditions, so guests are asked to check for any updates before visiting High Rise. Latest version will be available on site and on our website

Section J
Complaints

All complaints should be addressed to the management – complaints will be managed in line with our Complaints Handling Policy

Terms and conditions