Frequently ask Soft Play questions:
Is there a height or age restriction?
We aim to provide a facility accessible for all. We don't have a height or age restriction, we have a toddler area and our soft play is adult friendly, which means you can go in and play with your children too! With this in mind, we do stress that, any older or bigger children playing must be mindful of the younger ones.
Do I have to book?
During weekends and school holiday's online booking is essential, as we do not accept walk-ins and we stick to our 2 timed sessions. However, if you wish to visit during term time Monday-Friday we can take soft play bookings on the door. All trampoline sessions must be booked online regardless of time or date.
Do you host parties?
All our party availability and booking can be found at imaginationstreet.juststeponline.com/parties 
Can I bring my own food and drink?
We respectfully ask that you do not bring your own food and drink into the venue. We have a café with a hot and cold menu, snacks and drinks. We also cater for a wide range of dietary requirements and allergies, with a 5 star rated kitchen 14 years in a row!
Can I get a refund?
Unfortunately, all of our sessions and party bookings are non-refundable. However, providing we are given adequate notice we are able to reschedule this for you. In some cases there may be a charge for this.
I'm running late can I still come in?
You can arrive at any time during your session, however, we cannot roll over any lost time.
What are the rules of play?
You can read our rules of play here
imaginationstreet.co.uk/softplay/soft-play-area-rules-of-play/
Who is responsible for supervising the children in the soft play?
It is the responsibility of the parent or guardian to supervise their children at all times. Our staff are available to help ensure a safe and enjoyable experience, however, adults are not permitted to leave children unattended.
What is your policy on bad behaviour?
The safety of our customers, whilst still creating a fun and enjoyable environment is our priority. We have a zero violence policy, and abusive behaviour will not be tolerated.
All full time staff are trained to follow a specific process regarding incidents of bad behaviour amongst the children, this allows us to try to distinguish between whether we are dealing with an accident, an isolated incident or something more serious.
- Defuse the situation - stay away from each other and play nicely
- Address the children directly explaining our no violence policy
- Explain to the parents, if needed we may ask the children to take a time out from the activities
- Finally if this still continues then we would ask them to leave
Can I bring a birthday cake?
Absolutely! Celebrate your little ones birthday and make it special, however, unfortunately you cannot cut or consume the cake in the building.
Why do I have to pay for adults?
During weekends and school holidays there is a charge for all adults entering the building, we introduced this along with our online booking system and separate soft play sessions. This helps monitor the capacity and seating in the building, to prevent overcrowding and allowing us to provide a comfortable environment, whilst ensuring that all of our customers have a seat. Our soft play is adult friendly, which means you are more than welcome to use the facilities with your child! Please do not question our staff on this, if you have a concern or question, please speak with a member of management. During term time Monday-Friday adults are free!
What do you do with my details?
It is a pre-requisite of our insurance company that all customers wishing to use the Trampoline Park must sign a 'WAIVER' confirming that all the users have read and understood the safety information prior to using the facility. This information is stored on a secure server and is not used for any other purpose.
Is there a height or age restriction?
We aim to provide a facility accessible for all. We don't have a height or age restriction, we have a toddler area and our soft play is adult friendly, which means you can go in and play with your children too! With this in mind, we do stress that, any older or bigger children playing must be mindful of the younger ones.
Do I have to book?
During weekends and school holiday's online booking is essential, as we do not accept walk-ins and we stick to our 2 timed sessions. However, if you wish to visit during term time Monday-Friday we can take soft play bookings on the door. All trampoline sessions must be booked online regardless of time or date.
Do you host parties?
All our party availability and booking can be found at imaginationstreet.juststeponline.com/parties
Can I bring my own food and drink?
We respectfully ask that you do not bring your own food and drink into the venue. We have a café with a hot and cold menu, snacks and drinks. We also cater for a wide range of dietary requirements and allergies, with a 5 star rated kitchen 14 years in a row!
Can I get a refund?
Unfortunately, all of our sessions and party bookings are non-refundable. However, providing we are given adequate notice we are able to reschedule this for you. In some cases there may be a charge for this.
I'm running late can I still come in?
You can arrive at any time during your session, however, we cannot roll over any lost time.
What are the rules of play?
You can read our rules of play here
imaginationstreet.co.uk/softplay/soft-play-area-rules-of-play/
Who is responsible for supervising the children in the soft play?
It is the responsibility of the parent or guardian to supervise their children at all times. Our staff are available to help ensure a safe and enjoyable experience, however, adults are not permitted to leave children unattended.
What is your policy on bad behaviour?
The safety of our customers, whilst still creating a fun and enjoyable environment is our priority. We have a zero violence policy, and abusive behaviour will not be tolerated.
All full time staff are trained to follow a specific process regarding incidents of bad behaviour amongst the children, this allows us to try to distinguish between whether we are dealing with an accident, an isolated incident or something more serious.
- Defuse the situation - stay away from each other and play nicely
- Address the children directly explaining our no violence policy
- Explain to the parents, if needed we may ask the children to take a time out from the activities
- Finally if this still continues then we would ask them to leave
Can I bring a birthday cake?
Absolutely! Celebrate your little ones birthday and make it special, however, unfortunately you cannot cut or consume the cake in the building.
Why do I have to pay for adults?
During weekends and school holidays there is a charge for all adults entering the building, we introduced this along with our online booking system and separate soft play sessions. This helps monitor the capacity and seating in the building, to prevent overcrowding and allowing us to provide a comfortable environment, whilst ensuring that all of our customers have a seat. Our soft play is adult friendly, which means you are more than welcome to use the facilities with your child! Please do not question our staff on this, if you have a concern or question, please speak with a member of management. During term time Monday-Friday adults are free!
What do you do with my details?
It is a pre-requisite of our insurance company that all customers wishing to use the Trampoline Park must sign a 'WAIVER' confirming that all the users have read and understood the safety information prior to using the facility. This information is stored on a secure server and is not used for any other purpose.
Trampoline Questions:
Do we need to book?
Yes, all trampoline sessions must be booked through the online booking system. It is a pre-requisite of our insurance company that all customers wishing to use the Trampoline Park must have a waiver confirming that they have read and understood the safety information prior to using the facility. This can only be achieved by creating an account with us, agreeing the risk acknowledgement and adding any under minors to their account.
Do I have to watch the safety brief video every time?
Unfortunately, yes, the safety brief is there to help keep bouncers safe, to enforce the rules of the park and our insurance stipulates that we are able to prove that we are enforcing this.
Do I need to buy bounce socks?
As part of our insurance policy approved anti-slip socks must be worn at all times. If you already have a pair of Imagination Street jump socks, you can keep them and use them every time you come!
How old do I need to be?
Our DUO sessions on weekends and holidays are child only sessions, they are from children over 5 only. Our standard bounce session at 12:00 is open to all ages.
During term time Monday-Friday we offer toddler bounce sessions specifically for under 5's.
Can adults bounce?
Yes, our open session bounce from 12:00pm-1:00pm on weekends and school holidays, or on our 1:00pm-1:30pm Preschool Bounce session Term time Monday - Friday. These sessions are open to any age range.
On sessions with an age restriction, there are walk ways and padding to use if you wish to watch or supervise your child; unfortunately you would not be able to use the actual trampolines on these sessions.
What happens if I'm late for my bounce session?
Please ensure you are here at least 15 minutes before your selected bounce time to check in and watch the safety brief. Anybody arriving after the start of the safety brief may have their session cancelled.
Do we need to book?
Yes, all trampoline sessions must be booked through the online booking system. It is a pre-requisite of our insurance company that all customers wishing to use the Trampoline Park must have a waiver confirming that they have read and understood the safety information prior to using the facility. This can only be achieved by creating an account with us, agreeing the risk acknowledgement and adding any under minors to their account.
Do I have to watch the safety brief video every time?
Unfortunately, yes, the safety brief is there to help keep bouncers safe, to enforce the rules of the park and our insurance stipulates that we are able to prove that we are enforcing this.
Do I need to buy bounce socks?
As part of our insurance policy approved anti-slip socks must be worn at all times. If you already have a pair of Imagination Street jump socks, you can keep them and use them every time you come!
How old do I need to be?
Our DUO sessions on weekends and holidays are child only sessions, they are from children over 5 only. Our standard bounce session at 12:00 is open to all ages.
During term time Monday-Friday we offer toddler bounce sessions specifically for under 5's.
Can adults bounce?
Yes, our open session bounce from 12:00pm-1:00pm on weekends and school holidays, or on our 1:00pm-1:30pm Preschool Bounce session Term time Monday - Friday. These sessions are open to any age range.
On sessions with an age restriction, there are walk ways and padding to use if you wish to watch or supervise your child; unfortunately you would not be able to use the actual trampolines on these sessions.
What happens if I'm late for my bounce session?
Please ensure you are here at least 15 minutes before your selected bounce time to check in and watch the safety brief. Anybody arriving after the start of the safety brief may have their session cancelled.