For any bookings made directly to Garden Den, All bookings need to read and agree to our terms and conditions that are written out below and always available to read. There is a section which indicates when it was last edited or updated. Once we receive your agreement notification, we can then continue with the booking

Safety 1.0

Garden Den is covered with public liability insurance. Every member of our team undergoes a rigorous recruitment and training process before becoming a member of Garden Den. All electrical equipment used is either brand new or PAT tested for safety. Please note, for safety reasons, at least one other adult, in addition to the entertainer, must be present the whole time the entertainment is running.
 

This does not mean they have to be helping with the party, but they must be present should they be needed in the event of an accident arising. It is the responsibility of the customer to ensure this happens. We retain the right not to conduct certain activities if we feel the children are not responding appropriately, or are too riotous and therefore we deem it unsuitable to conduct certain activities at the party.
 

Cancellation Policy 2.0

Once a deposit has been paid this is non-refundable. If for whatever reason you do need to cancel your party, the deposit can be transferred to another date but this is not transferable to another customer. If you wish to cancel a party, notice must be given in writing and you must have received an email acknowledgement back . Please note we cannot accept messages left on voice mail as notification. If for any reason a party has to be cancelled on the day of the party, notice must be given before the entertainer has commenced travel to the party destination.

If for any reason you have to cancel and don’t give notice before the entertainer has commenced travel, you are required to cover the entertainer’s travel costs in full. If for any reason we have to cancel a party due to extreme weather conditions then your deposit would be fully refundable and no admin fee would apply. In the event of extreme weather conditions, then you can cancel our services and get a full refund on the deposit but only if your entertainer is unable to get to the party. If the entertainer is able to get to the party and you still cancel then the deposit is non refundable to another weekend date.

Booking our Services 3.0

Please note that a party is not booked and confirmed until either a deposit has been paid to Garden Den and cleared into our bank account, or the full amount has been paid and cleared. You will receive a confirmation from us, acknowledging payment and confirming the booking. Please note for bank transfer payments, we require an email from you to notify us that the payment has been made and for the deposit or full payment to have cleared into our bank account.

You will receive a confirmation from us, acknowledging payment and confirming the booking. Please note we do NOT accept cheques. Please note that until you have had a confirmation email from us acknowledging payment, our services are not booked. If your party is £150 or less then full payment is required to secure the date unless otherwise agreed by Garden Den Management. If your party is over £150 then we will require 50% deposit of the overall cost to secure the date. All balances are due no later than 4 weeks before the date of the event.

Our Entertainment Team 4.0

Please note that we cannot offer to guarantee providing any one specific entertainer. This includes but is not limited to being unable to provide an entertainer/s based on their gender, age, ethnicity, or religion. We reserve the right to refuse a booking or to cancel an existing booking for any reason. This includes but is not limited to if a customer is abusive or threatening in some way, or we feel a booking might put an entertainer in a dangerous, inappropriate or uncomfortable position. Unless you have already paid the balance in full, the remaining balance for the entertainment must always be paid by no later than 4 weeks before the event date.

If payment is not cleared 4 weeks before the event, a reminder will be sent if this goes unanswered your date will become available and the booking will be cancelled.

Liability 5.0

Please note Garden Den does not take responsibility for children causing damage to a venue or any property that the party is held in. This includes, but is not limited to a home, hired venue or public area. Please note that all of our party packages are appropriate to the age of the children outlined on our website. You should be aware that the activities will not be appropriate for children outside the specified age range. If you have younger children attending the party we would ask that you please ensure that either the parent or an adult supervisor is there to look after them and prevent them from disrupting the show. This is particularly important for science parties.

By booking a party with Garden Den you understand that you release us from any liability associated with accidents of any kind. This includes but is not limited to accidents occurring to any adults or children. You also release Garden Den from any liability associated with accidents or damage caused to furniture, fixtures or fitting or property of any kind not belonging to that of Garden Den. In the unlikely event that refunds or compensation is requested, you accept that any refunds or compensation given, will be limited to the total value of the cost of hiring our services.

If parties are held anywhere other than your home, we will assume that you have either hired the hall or had permission to use the space, and have deemed the space suitable and safe to use for the types of activities being provided by Garden Den. Please note that although it is very unlikely to happen, your entertainer can change at the last minute. Party bookings are not made on the basis of specific entertainers, or specific gender. All parties are exclusive to Garden Den and all material is copyrighted and the property of Garden Den.

Complaints & Investigations 6.0

In the event of a customer being unhappy with our services, should you need to make a complaint? Please read on how to register a complaint and how we conduct all complaints.

To make a complaint you would go to our main website and fill out the online form provided. Once that is complete, a member of the complaints team will contact you and inform you of your log number. The log number needs to be put into all correspondence between yourself and Garden Den.

With the information you provide, it will give our complaints department the chance to interview the staff members/supervisors and or managers who are involved with the complaint. Once we have interviewed our staff members, the case will be detailed on our system and a full report with our solution will be sent to you via post or email. Please respect the fact that more than one interview may need to be conducted. Some of our staff members work part-time for other companies and we can only book them in for interviews as and when they are free. With the reflection of COVID, all complaints and investigations can take up to 6 weeks to complete. We appreciate your patients

VIP Memberships 7.0

Once this form is complete a member of staff will process your registration, this can take up to 2 weeks to complete. Once you receive your gold members card you can start using it straight away.

Please remember that this is a recurring monthly payment that needs to be paid on time on the date you state. If your membership is not paid, your membership will be closed

The named person on the card is and will be the only person that is able to use the card for the discounts provided with the gold members card.

Loyalty Cards 8.0

Each stamp that is earned is turned into £1 Complete all 10 stamps to earn all £10.00 All pounds earned are in-store credit. All store credit can be used on any products, any services hosted by Garden Den, and or Go Big Events, including entry fees and or shows and events. The store credit is only applied to your account once each card and the 10 stamps are complete.

If you use your credit and it does not amount to the price on your account, you can add the rest to make up the difference, but if your in-store credit overlaps the amount from the purchase, we are not able to give change, it will remain on your account in order to be used another time.

Refunds 9.0

If you are owed a refund from Garden Den. Please allow up to 90 days for any refund to be processed and paid, This is due to out going invoice costs, and contracted company invoices that have a 90 day return. Please be patient with us, as we will work to get your refund to you as soon as possible.

Custom Build/Props 1.1
 

All custom build/props are to be paid for upfront or 50% deposit up front. Deposits and payments for custom props are none refundable at any stage. We do not refund custom builds or props due to the build/prop being custom designed to you and will be very hard for us as a company to resell. If you have only paid the 50% and you cancel, the 50% will not be refunded. If you have paid the full amount and cancel, unfortunately we can not refund your build/prop. If you have only paid 50% and we can cancel the build due to no fault of yours, we will refund the 50%, if you have paid in full and we cancel the build at no fault of your own, we will refund your full amount.

Last edited and update  - 20/01/2023