Frequently Asked Questions
In accordance with the latest government guidelines, our sector has now reopened for business to the public.
Each and every day RedKangaroo are reviewing the guidelines and legislature to ensure that our parks are in accordance with the up to date directives.
Our parks will undergo regular cleaning, and our new booking and ordering processes minimise the need for touch contact. We are reducing our capacity to allow for social distancing on the courts, waiting and cafe areas.
We’re making sure that our parks are implementing new health and safety measures so that everyone who is #borntobounce can enjoy their favourite trampoline park in the best possible way.
When attending a RedKangaroo park it is NOT compulsory to wear a face mask.
According to government guidelines you do not have to wear a face mask when entering entertainment venues (such as cinemas or casinos), visitor attractions (such as heritage sites or museums), exercise, leisure and sports venues (such as gyms).
You may see our staff wearing Personal Protection Equipment, this is a decision that has been made by the staff member and RedKangaroo management.
We have made every effort to minimise the need to be closer than 1m to another patron whilst in the parks.
We have reduced the capacity of each of our sessions to enable social and physical distancing.
Our trampolines are 2m x 2m wide, this allows one person to be on each trampoline and still keep the required 1m minimum distance to another jumper.
We have utilised all the available space within the parks to create seating and waiting areas that allow for social distancing.
To help customers we have installed new COVID-19 signage around the parks. This signage will help direct customers to lockers, waiting areas and cafe in a safe and socially distanced manner.
We have installed signage from entry, all around the park to exit. Please read and follow all signage and floor markings ensuring all children are supervised and understand too
Our RedKangaroo staff will be increasing the park cleaning rota and also closing earlier than our previous hours to undertake daily cleaning of the floors, trampoline courts, activity areas and cafe.
We have reduced as many customer touchpoints as possible. This has been achieved through our new online booking procedures and the introduction of an app-based food ordering service. These measures have been introduced to reduce customer gathering points and minimise the requirement for customers to make contact with unnecessary surfaces.
RedKangaroo actively encourages online bookings. This is to minimise the interaction between staff and customers in an effort to minimise any potential spread of COVID-19. Online booking customers can also watch the safety briefing on line, but anyone who does not pre-book will have to watch our safety briefing in the park, as usual, each time they visit.
The online waiver form must be completed for each jumper before they enter the park, this is also to reduce time spent checking in and easing the customer flow.
Watch the video for our new procedures here.
We appreciate the cooperation of all our customers.
Great news, yes you can!
We now have a fantastic new app that allows you to order food and drink whilst remaining socially distanced and safe in the park.
All you need to is download our app and you will have full access to the Kanga Diner Menu. All you need to do is scan the QR code of the table that you are seated at, pick your food from the menu and hit order. Voila! nice and simple.
Our staff will prepare your food and deliver it to your table. This new system helps us cater for our customers in a faster and safer way.
We ask that only food supplied by RedKangaroo can be eaten or brought into the park. This helps us to reduce any further risk of COVID-19.
We are working on a rolling 2-week call cycle. Therefore, if you have an upcoming booking you will receive a call from our Customer Service team around two weeks prior to the event date to discuss your booking options.
For all those customers who have a jump session booked in with us during the enforced closure; whilst a refund is not available, your booking will be held in credit and can be used when the park is open again, this is valid until the 31st of October 2020.
Should the park remain closed for a prolonged period, the RedKangaroo management will inform all customers of an extension to the date in which you can redeem the booking held in credit.
It is essential for everyone taking part in trampolining activities to have a completed 'Risk Acknowledgement Form', either completed by or on behalf of all of those attending.
As a member of the International Association of Trampoline Parks RedKangaroo is committed to improving industry safety standards. Mandatory Risk acknowledgements are an important part of this compliance, and entrance to our parks will not be accepted without a valid risk acknowledgement.
We keep your Risk Acknowledgement on record for 12 months, meaning you don't have to complete a new one every time you visit us. What's more, we've tried to make it as easy as possible; from the 17th of July 2020, you must complete the risk acknowledgement prior to arriving at the park.
To make your arrival easier, complete your risk acknowledgement online now Risk Acknowledgement
RedKangaroo is a member of the International Association of Trampoline Parks (IATP), meaning that we are committed to constantly improving health and safety in our parks and across the industry.
We are working towards stringent training and maintenance procedures to comply with both IATP PAS 5000, and standards set out from our insurers, making us a safe, as well as enjoyable place for people of all ages and abilities to be.
If you are going to enter the trampoline court area at any time, then you must wear RedKangaroo trampoline socks. This also includes adults who are fully-supervising children during our Kanga Tots and Kanga Family sessions.
RedKangaroo trampoline socks are specifically designed for safe use on our trampolines, and uniformity ensures that our Court Monitors are quickly and easily able to spot anyone not wearing our socks, and therefore potentially creating a health and safety risk for themselves and those around them. Socks from other park operators are also not accepted under any circumstances.
Socks are priced at £2.00 per pair, and can be purchased in advance online or at the park.
We advise you to wear soft, flexible clothing that you would normally exercise in.
Do not wear clothing with any sharp buckles/clasps/zips etc. that could be harmful to yourself or other jumpers whilst using the trampoline park.
Jumping can get quite hot so breathable clothing is recommended and an extra layer to put on afterwards to keep yourself warm is a great idea. Please don’t wear any jewellery while jumping, and use the lockers to keep extra layers and valuables safe while you jump.
We would advise you to arrive approximately 15-minutes before your session is due to start, this will give you plenty of time to check-in during busy times, and allow you time to watch the safety briefing before your bounce.
We offer sessions for Tots, allowing children aged 1-5 years old to bounce, when fully-supervised on the trampolines at all times by a responsible adult (Min 1 adult to 2 children). Outside of this, children aged 4-12 years old may be on the court without an adult, but must be supervised by a responsible adult from court-side, cafe or mezzanine viewing areas.
People aged 13+ are able to enter the park without an adult, but if under the age of 18 years, they must have a valid risk acknowledgement completed by a parent or guardian before they jump.
Please note. Some of the features may have height restrictions or specific access requirements.
To ensure the highest levels of health and safety compliance, some of our more challenging features have minimum height or age restrictions. These guidelines are set out by the equipment manufacturers and are designed to keep everyone safe.
Wipeout: 4ft minimum height requirement
Ninja Warrior: 4ft minimum height requirement
Airbag: Minimum age of 5 years old
Power Tower: Minimum age of 5 years old
Note. Eligibility subject to change
There are no maximum height restrictions on the trampolines, however there are minimum height requirements, set out below:
Wipeout: 4ft minimum height requirement
Ninja Warrior: 4ft minimum height requirement
The maximum weight restriction for trampolines in our parks is 20-stone (280lbs / 127kg).
We do not allow anyone to bounce when pregnant, for the safety of both the jumper and the child.
If you have any sort of other pre-existing medical condition which might affect your ability to safely jump on a trampoline, or conduct physical exercise, we recommend you speak to a medical professional in advance, and note all details within your Risk Acknowledgement form.
If you are wearing a plaster cast you will not be permitted to jump.
We aim to provide access and activities for all abilities. Each park is designed to be wheelchair accessible, and there are flat-bed lifts or ramps up onto the courts to assist those with mobility issues.
There are however some areas of the park which are not directly accessible, these include the party rooms at RedKangaroo Reading, and some party rooms and the Cafe at RedKangaroo Nottingham.
However, please let a member of staff know if you require assistance and we'll be happy to provide you with alternative seating areas or bespoke requests.
We also run a relaxed 'Kanga Calm' session for those whom the noise of a standard bounce may be too much. Perfect for anyone with anxiety, autism or other access requirements. Kanga Calm is our special disability session.
Trampolining is not just for kids, so the first thing we'd recommend is that you book in to bounce yourselves!
However, if you'd prefer not to, all of our parks have mezzanine seating areas and cafe facilities serving hot and cold food. From there you'll be able to enjoy watching others bounce.
We always work as hard as possible to make all equipment available (where appropriate) for every visit. However, occassionally due to equipment fault or for health and safety reasons, some features may be temporarily unavailable. This is always necessity, and for user safety. In this instance, we do not offer refunds or compensation.
We have a well stocked cafe in each of our parks, offering hot and cold food and drink options. Therefore, we do not allow food and drink to be brought in to the park from outside. Tap water is available upon request.
Exceptions are for baby food, or for specific dietary requirements.
We have free lockers available in all of our parks. These are provided to safely store your shoes, keys, mobile telephones and other clothing or valuables. Please follow the instructions on the inside of the lockers to programme your own security number.
Your rights to cancel
(a) You may cancel all bookings advising us no less than 24 hrs after the booking was made. All bookings taking place within 24 hours from when the payment was made are exempt from this.
(b) If you have made a mistake during the booking process, then RedKangaroo will, where possible amend the booking. To be applicable this will need to be completed within 24 hrs of making the booking.
(c) If you cancel a Booking in line with (a) above and you have made payment in advance for the Activity that has not been provided to you, we will refund any amount paid.
If the date you have chosen for your party is no longer possible due to circumstances outside your control we may offer you the ability to transfer your booking to another date. However this must be a minimum of 14 days prior to the booking and can only be transferred by date or time once.
Group Bookings (Schools/societies/companies etc)
If you cancel a Group booking, for more than 10 people, a full refund can be applied if the cancellation is made within 24 hrs of making the booking.
If you need to amend a Group booking, you can notify us 14 days prior to the event to notify us of your intention to amend the booking. If we have availability, we will increase bookings size where possible, but we cannot reduce numbers.
To cancel a booking, you need to let us know that you have decided to cancel. To do this please email our bookings team on email@example.com with details of your booking.
In the event that a refund is due to you under these Terms, we will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Activity. We may refund you in vouchers
Our rights to cancel
We may cancel a booking or activity at any time with immediate effect at our discretion and typically if you breach our Activity Rules in any material way.
Refunds are only given when you change your mind/circumstances within 24 hours of having made the booking (assuming the session hasnt already happened during that time).
Outside of this time we will offer to transfer your booking to another date or provide you with a credit voucher. If your booking is for a childs birthday party package, then dates cannot be changed within 14 days of the event/party.
Refund requests should be made via email to firstname.lastname@example.org giving full details of your booking and this will then be forwarded to the Park team who will be in contact with you. Please note that once authorised by the Park, refunds can take up to 4 working days to reach your account.
In the unfortunate event that there is a problem with your visit to RedKangaroo, please speak to a member of staff as soon as you can, so that they can try to assist you whilst you are still in the park.
Should your issue not be resolved, you can email us at email@example.com to take the matter further. Please include your booking reference and a full outline of the issues you experienced during your visit, so that our Head Office team can investigate and respond accordingly.
If you are friendly, diligent, have exceptional customer service skills, a genuine passion for service and enjoy being part of team. Then click the link to see the positions we currently have available or email your CV to firstname.lastname@example.org putting the park you are interested in working for (Reading or Nottingham) in the subject bar.
RedKangaroo is an exciting young Trampoline Park operator with plans to roll out across the UK. We believe everyone is born to bounce and our focus is to provide high quality, safe environments for adults and children alike.