SPILLY Terms & Conditions of Sale - House Rules
VERSION 2.0 – LUXEMBOURG
These Terms and Conditions of Sale (“T&Cs”) govern all services provided by Spilly S.à r.l., including access to play areas, workshops, birthday packages, corporate events, and any additional services offered on the premises or online. By purchasing, booking, or accessing services, the Client acknowledges and accepts these T&Cs.
1. Operator, scope and contractual documents
These terms apply to services sold or booked by SPILLY S.à r.l., registered with the Luxembourg Trade and Companies Register under number B290339, VAT number LU36710771, which operates the SPILLY venue at City Concorde, 80 route de Longwy, L-8060 Bertrange, Luxembourg. Booking and complaints contact: contact@spilly.lu; telephone: +352 20 60 59 7. [Verify and add the registered office address, as stated in the company's legal notices.]
The services covered include LETZ PLAY admission, LETZ PARTY birthday celebrations, workshops and activities, group visits, vouchers and gift cards, and private events and exclusive venue hire. The relevant service description and booking confirmation specify the date, duration, number of participants, price and included items. Specific terms expressly accepted at the time of booking prevail over these terms to the extent of any inconsistency.
An online booking is confirmed once the order has been validated and, where immediate payment is required, payment has been received. Confirmation is sent to the email address supplied by the Customer. The Customer must check the details before paying and promptly contact SPILLY if any detail is incorrect. Prices charged to consumers are displayed in euros inclusive of applicable VAT; the price payable is the price displayed when the order is confirmed. Available payment methods are those presented at the time of booking or, for group visits and private events, in the accepted quotation.
2. LETZ PLAY admission and duration
LETZ PLAY grants access, for the booked timeslot and duration, to play areas suitable for the child's age, subject to capacity. Admission is conditional upon presentation of the booking confirmation or booking code. Each child must be accompanied and continuously and actively supervised by a responsible adult, who must remain alongside the child throughout the visit. The presence of SPILLY staff does not replace such supervision.
The applicable prices and age brackets are those displayed when the order is placed. Late arrival does not extend the booked session. Any extension requested by the Customer is subject to availability and to the Customer’s agreement to the applicable additional charge disclosed before the extension. If the Customer remains on the premises beyond the end of the booked session without having requested an extension, any additional 30-minute period commenced may be charged automatically, subject to availability.
In both cases, the additional charge is calculated pro rata to the original price, based on the price paid for the session divided by the number of minutes booked and multiplied by 30 for each additional 30-minute period commenced.
An overstay does not give the Customer any right to remain on the premises where the applicable capacity, subsequent bookings, operational requirements or safety considerations require departure. SPILLY may therefore request that the Customer and accompanying persons leave the premises at the end of their booked session and may temporarily restrict access to an area or timeslot where capacity or safety so requires.
Cancellation by the Customer: the Customer may request a credit voucher by emailing contact@spilly.lu at least four hours before the scheduled start of the session. The email must state the booking number and the session concerned. Compliance with the deadline is determined by the time at which SPILLY receives the email. The credit voucher is equal to the value of the unused tickets covered by the request. It is valid for six months from its issue date and may be used for a new SPILLY booking, subject to availability and payment of any price difference. If the request is received less than four hours before the session, if the Customer fails to attend, or if the ticket has already been used, no credit voucher is due, without prejudice to any goodwill gesture SPILLY may make or any mandatory consumer rights. Tickets purchased on site for a session already in progress do not qualify for this cancellation option.
3. LETZ PARTY birthday celebrations
The LETZ PARTY package comprises only the items specified in the selected package and booking confirmation, including play duration, period of use of the room, cake supplied by SPILLY, drinks, gifts and any included accompanying adult admissions. The allocated room is reserved for the organiser for the confirmed period; reserving a room does not constitute exclusive hire of the mini-city. A minimum of eight children will be charged for. The total number of children attending the birthday celebration must never exceed the stated maximum capacity of the birthday room selected. This capacity is mentioned on the website. This limit also applies to children added after booking. If the group exceeds that capacity, the Customer must select a room with sufficient capacity, subject to availability, or reduce the number of children so that it does not exceed the capacity of the room booked.
The Customer must confirm the final number of children by emailing contact@spilly.lu no later than five calendar days before the start of the birthday celebration. That number is used to prepare the cake and other services and is the basis for invoicing, subject to the minimum of eight children. Any subsequent increase is subject to available capacity and SPILLY's confirmation. Any allergies or dietary requirements relevant to the service must be indicated in the designated field when booking the birthday celebration online. The Customer may also specify them by email to contact@spilly.lu no later than when confirming the number of children. The birthday webpage he FAQ also provides the list of allergens.
At least two responsible adults must be present throughout the birthday celebration and supervise the children in the play areas. The package does not include an entertainer responsible for supervising children unless this is expressly stated in the booked package. The number of accompanying adult admissions included in the price, and the charges for additional persons, are stated when the booking is made. Invited children may enter the play area only after the adult responsible for them has been identified to the organiser.
SPILLY supplies the cake and the drinks for children included in the birthday package. Cakes, drinks and other food brought from outside are not permitted at birthday celebrations without SPILLY's express prior agreement. Cake and drinks must remain in the designated area. The Customer must observe the times stated in the confirmation; late arrival does not postpone the end of the service. Any overrun of the booked timeslot may be authorised only where availability permits and after the Customer has been informed of the additional charge. This charge is calculated for each 30-minute period pro rata to the price paid for the birthday package: the price paid divided by the total number of minutes booked, multiplied by 30 for each additional 30-minute period commenced. If there is no availability or the Customer does not agree to the charge, the service ends at the scheduled time.
The booking is paid for in accordance with the payment terms presented when the order is placed. Requests to reschedule or cancel must be emailed to contact@spilly.lu. The deadlines below are calculated by reference to the time SPILLY receives that email and the scheduled start of the birthday celebration. Rescheduling is subject to room availability.
· At least seven calendar days before the birthday celebration: the Customer may request a new available date without any deduction from the amount already paid.
· Less than seven calendar days but at least five calendar days before the birthday celebration, without evidence of serious grounds: if the Customer cancels, SPILLY retains 50% of the amount paid; the remaining 50% is issued as a credit voucher valid for six months. Another date may be offered up to the value of that credit voucher except where the Customer provides evidence of serious and duly documented circumstances preventing attendance. In the case of serious grounds , the date of the birthday celebration can be postponed.
· Less than five (5) calendar days before the scheduled birthday celebration: in the event of cancellation by the Customer, no postponement, refund or credit voucher will be granted, except where the Customer provides evidence of serious and duly documented circumstances preventing attendance.
· Where serious grounds are substantiated, in particular, the illness, accident or hospitalisation of the child concerned or of an immediate family member, the death of an immediate family member, or any other serious, unforeseeable and unavoidable event that objectively prevents the birthday celebration from taking place. The amount already paid will be applied to the new date, without a cash refund, subject to applicable mandatory rights. Supporting documents should be sent by email as soon as reasonably possible and should contain only the information necessary to assess the request.
These cancellation terms are without prejudice to the Customer's rights where SPILLY cancels the service or fails to perform its obligations. The proportionality of the deductions, the treatment of supporting documents and the rescheduling arrangements must be reviewed for compliance with Luxembourg law before publication.
4. Workshops and activities for children, babies with parents and adults
Each workshop or activity description states the intended participants, minimum age, date, duration, price, items included and whether an accompanying adult is required. Unless the description expressly states otherwise, a workshop booking does not include LETZ PLAY admission. A separate LETZ PLAY ticket must be booked and paid for if the family wishes to use the mini-city before or after the workshop.
For a parent-and-baby or parent-and-child workshop, the designated adult participates and remains responsible for the child throughout the session. For any workshop open to both parents and children, a parent wishing to take part with their child must book and pay for their own place, unless the workshop description expressly states that one adult is included in the child's ticket. The parent remains responsible for their child during the workshop. For a children's workshop without a parent in the room, the activity leader receives the child only for the stated workshop hours, following check-in with SPILLY. The responsible adult must remain contactable and comply with the attendance and collection arrangements set out in the workshop description. This limited, workshop-specific arrangement does not constitute a general childcare service. The terms applicable to each external activity leader and the arrangements for unaccompanied children's workshops must be checked before publication. Adults who wish to visit LETZ PLAY separately with the child must comply with the supervision rules in section 2.
Before the session, the Customer must disclose any allergies or special requirements relevant to the activity; SPILLY will indicate whether appropriate arrangements can be made. Participants must wear clothing suitable for the activity and comply with the activity leader's instructions. If SPILLY cancels a workshop, the Customer may choose between an available alternative date and a credit voucher for the full value of the workshop not provided, valid for six months. If the Customer declines both options, any statutory right to a refund for the service not provided remains unaffected.
Cancellation by the Customer: a request received by email at contact@spilly.lu at least 24 hours before the workshop starts entitles the Customer to a credit voucher equal to the value of the cancelled place, valid for six months from its issue date. Where less than 24 hours' notice is given, or in the event of non-attendance, no credit voucher is due, unless specific terms displayed and accepted at the time of booking provide otherwise or mandatory consumer rights apply. Where an activity is delivered for SPILLY by an external provider, the terms disclosed to the Customer at the time of purchase apply; the activity description identifies the Customer's contractual point of contact.
5. LETZ PLAY GROUPS schools, nurseries, after-school centres and associations
Group visits are booked by an authorised representative of the institution or association. The confirmation or quotation specifies the booking date, duration, number of attendees and price. At payment, the entity may select from the available methods: payment card, bank transfer or payment on site. The invoice is issued in the name of the entity specified when booking. Teachers, educators and other accompanying adults designated by the institution remain responsible for effectively supervising their group throughout the visit. The group must comply with capacity limits and SPILLY's instructions. A large group will automatically be divided into smaller groups, each supervised by accompanying adults designated by the institution, to maintain the quality of play, adequate supervision and safety.
The group leader must notify SPILLY of any change in numbers as soon as possible. Additional attendees may be admitted subject to availability and payment of the agreed charge. If the group leader notifies SPILLY by emailing contact@spilly.lu of a reduction in numbers at least 24 hours before the visit begins, SPILLY will issue a credit voucher or credit note for paid admissions not used, to be applied to the group's next booking. The credit voucher is valid for six months from issue; a credit note will be applied in accordance with the invoicing arrangements agreed with the entity. Where less than 24 hours' notice is given, no credit voucher is due for the reduction in numbers, except by goodwill agreement or where mandatory rights apply.
Snacks brought by schools, nurseries, after-school centres and other organised groups are permitted in the area designated by SPILLY and remain under the supervision of the accompanying adults. This exception does not apply to birthday celebrations or family visits. Food and drink must not be consumed in the play areas.
6. Private events and exclusive venue hire
The event is governed by a quotation or agreement specifying its duration, capacity, price, any deposit, payment schedule, included services and amendment or cancellation terms. Engagement of an external provider, installation of equipment or bringing in food requires SPILLY's prior consent. The organising Customer must appoint a contact person to be present throughout the event and ensure that children are supervised by the responsible adults specified in the agreement. Specific terms signed for the event prevail over these general terms to the extent of any express inconsistency.
7. Purchased vouchers and gift cards
Purchased vouchers and gift cards are valid for six months from the date of purchase. Their value, eligible services and redemption terms are stated before payment and in the confirmation. Before publication, this period must be checked against existing commercial commitments and applicable law. Credit vouchers issued following cancellation are governed by sections 2, 3, 4 and 5 and are valid for six months from their issue date. They are distinct from purchased gift cards. Group credit notes are governed by the entity's invoicing arrangements.
8. Cancellation or inability to perform by SPILLY
If SPILLY cancels a booked service or is unable to provide it, SPILLY will inform the Customer as soon as possible and offer either an alternative date or a refund of the service not supplied, at the Customer's choice and subject to applicable law. Where only part of a service cannot be provided, SPILLY will propose a proportionate solution. SPILLY will, where reasonably possible, notify the Customer of a minor alteration that does not change the nature of the service.
9. Right of withdrawal and complaints
In principle, the statutory right of withdrawal applicable to distance contracts does not apply to leisure services scheduled for a specific date or period. This exception does not affect the credit voucher options provided under these terms or the Customer's statutory rights if SPILLY fails to provide the service. Undated gift cards and other products are subject to their respective statutory rules, which must be explained at the point of sale.
Any request or complaint should be sent to contact@spilly.lu, together with the booking number, relevant facts and supporting materials. SPILLY will first seek an amicable resolution. These terms are governed by Luxembourg law, without prejudice to mandatory consumer protection provisions. Jurisdiction is determined by applicable law; no provision deprives a consumer of any court having jurisdiction under mandatory rules.
10. Liability, personal data and image rights
Accompanying adults are responsible for supervising children entrusted to them during LETZ PLAY, birthday celebrations, group visits and events. SPILLY is responsible for the operation of its facilities and will respond to safety concerns it observes or that are reported to it. Customers must promptly report any accident, incident or damaged equipment. Liability for damage to equipment is determined by reference to the responsibilities actually established; these terms do not exclude SPILLY's liability where it arises by law.
Participants remain responsible for safeguarding their personal belongings. Personal data required for a booking are processed in accordance with the privacy policy published on the website. SPILLY will not take photographs or film a child for promotional or advertising purposes without the parent's separate prior authorisation; payment for a service does not constitute permission to use a child's likeness.
11. SPILLY House Rules forming part of these Terms
11.1 Access, safety and supervision of children
Children shall remain, throughout their entire presence at SPILLY, under the effective and continuous supervision of the accompanying adult (parent, legal guardian, educator, teacher or any other person responsible for the child or group). The presence of SPILLY staff on the premises does not constitute a childcare or child supervision service and does not relieve the accompanying adult of their duty of supervision.
The accompanying adult must remain on the premises throughout the visit and is responsible for supervising the behaviour of the children in their care and ensuring compliance with SPILLY’s Internal Rules and safety instructions. In particular, the accompanying adult must ensure that children use the areas, games, toys, accessories, equipment and installations only for their intended purpose and in a manner appropriate to their age and abilities.
For safety reasons, it is strictly prohibited, in particular:
- to run or jump anywhere within SPILLY;
- to climb on or scale any scenery, furniture, walls, structures or installations, none of which are designed or intended for climbing;
- to place in the mouth any toys, accessories, objects or other items made available by SPILLY;
- to jump, throw oneself around or make sudden or potentially dangerous movements in the Baby Corner, which is intended for young children and is not designed as a jumping or play structure;
- to use any games, toys, accessories, equipment or installations for any purpose other than that for which they were designed or intended; or
- to engage in any behaviour that may endanger the child concerned, other visitors or staff, or cause damage to SPILLY’s premises, equipment or installations.
To the extent permitted by applicable law, SPILLY shall not be liable for any accident, injury, loss or damage resulting from, or contributed to by, a failure of the accompanying adult to properly supervise a child, a failure to comply with the Internal Rules or safety instructions, or the improper or unintended use of any area, game, toy, accessory, equipment or installation.
For groups attending SPILLY through crèches, maisons relais, schools or other childcare or educational establishments or organisations, responsibility for the effective and continuous supervision of the children remains with the educators, teachers or other accompanying persons designated by the relevant establishment or organisation throughout the entire visit. The presence or intervention of SPILLY staff does not replace or transfer this duty of supervision.
SPILLY staff reserve the right to intervene in the event of dangerous behaviour or failure to comply with the Internal Rules or safety instructions and may require the behaviour concerned to cease immediately. In the event of repeated non-compliance, or where behaviour presents a risk to any person, equipment or installation, SPILLY may require the child concerned and their accompanying adult to leave the premises.
11.2 Hygiene and use of the premises
Children and adults must wear socks in the designated areas of the venue. Shoes must be removed where signage or staff instructions so require. Visitors must keep the premises clean and use the toilets, changing tables and bins provided. Pushchairs and other bulky items must be kept in the areas designated by staff. Access routes and emergency exits must be kept clear.
Food and drink may be consumed only in the central dining area or in areas expressly designated by SPILLY. Outside food is not allowed in the central dining area, except food for infants and babies; snacks brought by organised groups are subject to the exception in section 5 and must be consumed where directed by SPILLY. Outside cakes and food are not permitted at birthday celebrations without SPILLY's express prior consent. The exception for organised groups is set out in section 5. Dietary needs of infants should be brought to staff's attention so that an appropriate space can be identified. Smoking, vaping, alcohol and dangerous objects are prohibited in the play areas. Animals are not admitted, except assistance dogs in accordance with applicable rules.
11.3 Play, conduct and equipment
Running, pushing, hitting, jumping on elements not designed for jumping, climbing on furniture and using accessories for purposes other than those intended are prohibited. Children must respect other players, particularly younger children, take turns and observe the limits posted for each play area. Adults must help children return toys and accessories to their proper play areas after use. SPILLY property must not be removed from the premises.
Abusive language, violence and conduct endangering others are prohibited. Any defect, dangerous object, accident or child in difficulty must be reported immediately to a member of staff. Everyone on the premises must follow staff safety and evacuation instructions.
11.4 Photography, belongings and measures in the event of an incident
Visitors taking photographs or making recordings for personal use must respect other families' privacy and must not publish images identifying other persons without the necessary permission. Bags, shoes and clothing remain the responsibility of their owners, subject to any legal liability SPILLY may bear.
If a child or adult behaves dangerously, SPILLY staff may require the family to leave the premises where necessary to protect the safety of others. Where circumstances allow, staff will first give an instruction or warning; where there is an immediate danger, staff may act without prior warning. Any financial consequences will be assessed in light of the circumstances, the service provided and the Customer's rights; removal does not automatically exclude all entitlement to a refund.