Terms and consumer information

The Dutch PDF effective from 9 November 2023 and deposited under number 81/2023 is the formal document. This web page provides separate, current consumer information about our present practices. Mandatory consumer law cannot be excluded by terms.

This English explanation is for information only. It is not an authoritative translation of the deposited terms. A specific booking is also governed by the product information, price, date, location and terms shown in the selected sales channel before payment.

A booking is formed when you complete checkout and receive confirmation, unless the sales channel clearly identifies a different point. Check the date, time, location, product and number of people immediately and report an error as soon as possible.

Prices include mandatory taxes. Any unavoidable additional cost is shown before checkout. Payment is made through the offered payment method. Discount codes, passes, memberships, groups, parties and venue hire may have additional terms shown in advance.

A play session, party, event or other leisure service booked for a specific date or period falls under the statutory exception to the withdrawal right. You therefore cannot cancel such an online purchase without reason during a fourteen-day cooling-off period.

This is separate from our rescheduling policy, your legal rights if a service is not properly performed and any cancellation by Playhood.

If you buy an open ticket at a distance without a fixed visit date and no statutory exception applies, you can generally withdraw from the contract without reason within fourteen days after it is concluded. Use the online withdrawal form or send an unambiguous statement to hello@playhood.nl before the period ends.

After a valid withdrawal, we refund the amount due through the same payment method within the statutory period. If you expressly request performance during the cooling-off period, you may owe a proportionate amount for what has already been supplied. After full performance, the right can only expire if all statutory conditions have been met.

A regular play session booked directly with Playhood can be moved once, free of charge, to another available date or time up to 24 hours before its scheduled start. Contact hello@playhood.nl in time and include Amsterdam, Hilversum or the other booked location in the subject.

A change is only final after confirmation. A price difference for the new date, location or product option may be charged or credited. There is no automatic right to move a booking within 24 hours, but in exceptional circumstances we will consider what is reasonably possible.

If you cancel a fixed-date booking, there is no automatic refund unless mandatory law, the product terms shown before purchase or an express arrangement says otherwise. Where possible, request a move more than 24 hours in advance.

If you do not attend or arrive too late, the booking generally remains payable and there is no automatic replacement session. For membership reservations, a no-show charge of €10 for each reserved ticket may apply if clearly disclosed before reservation. Repeated no shows may lead to a temporary booking restriction.

If we cancel a booking and do not offer an equivalent alternative that you accept, we refund the amount we received for the cancelled part. We contact you through the details provided with the booking.

For a material change, you may reject the offered alternative and request a refund for the affected part. This does not limit any further statutory rights. Minor operational changes that do not affect the core service may be necessary for safety or business operations.

A parent, carer, group leader or other responsible adult must remain with the child, provide appropriate active supervision and be reachable. Team members support the experience and safety but do not take over parental supervision.

The responsible adult decides whether activities suit the child's age, development and medical or other needs. Tell our team any relevant safety information in time.

Follow staff instructions, emergency procedures and rules displayed at the location. Treat other visitors, team members, materials and premises with respect. Keep emergency routes clear and use play features as intended.

A party, school visit, group booking, event or venue hire may have a quote, schedule, minimum number, deposit, catering choice and specific cancellation policy. These are supplied before the contract and take priority over general operational information to the extent legally valid.

The lead booker must share relevant practical information and house rules with participants and accompanying adults.

Report a problem to the team during your visit so we can try to resolve it. For a later complaint or an online issue, email hello@playhood.nl with the booking number, location, date and a clear description.

We acknowledge the complaint and aim to provide a substantive response within fourteen days. If an investigation takes longer, we will tell you when to expect a response. You may also use any competent out-of-court dispute process or court. Your statutory consumer rights remain available.

Nothing in this information excludes liability where exclusion is not legally permitted. A limitation does not apply to intent or deliberate recklessness by Playhood and does not affect mandatory consumer rights.

Dutch law applies to the contract. A consumer may also retain protection under mandatory law in the country where that consumer habitually lives. Disputes are heard by the court competent under applicable law.