Neo's Neverland Terms and Conditions

Effective Date: 08/06/2025

Updated; 24/11/20205
Website: www.neosneverland.co.uk

By booking any service through Neo’s Neverland ("we", "us", "our"), the customer ("you", "your") confirms that you have read, understood, and agreed to the following Terms and Conditions. These terms apply to all services provided under Neo’s Neverland, including but not limited to private hire, walk-in sessions, dog pick-up and playdates, and special events.

Neo’s Neverland – Terms & Conditions

Effective Date: Update when published

Neo’s Neverland provides private-hire play parks, enrichment services, walk-in sessions, pick-ups, playdates, and self-wash facilities (“the Services”).
By booking or entering the premises, you agree to the following terms.

1. Bookings & Payments

• All bookings must be made through Setmore or by messaging the business directly.

• Full payment is due at the time of booking unless otherwise stated.

• Prices may be updated periodically and will always be displayed on official booking pages.
  
  

2. Cancellations & Refunds

• Minimum 24 hours’ notice is required to cancel or reschedule.

• Cancellations with less than 24 hours’ notice are non-refundable.

• If Neo’s Neverland must cancel due to weather, safety issues, or unforeseen circumstances, a reschedule or credit will be offered.
  
  

3. Use of the Park & Owner Responsibilities

• All dogs must remain under the owner’s full control at all times.

• Owners are responsible for monitoring behaviour, preventing escape attempts, and ensuring their dog does not damage equipment.

• Children must be supervised and are not permitted to climb equipment.

• Owners must clean up after their dog using the bins provided.

• Dogs showing signs of illness (vomiting, diarrhoea, kennel cough etc.) must NOT attend.
  
  

4. Self-Wash Service 

By using the Self-Wash facilities at Neo’s Neverland, you agree that:

• You are fully responsible for handling, restraining, and supervising your dog during the wash.

• Neo’s Neverland does not provide grooming services unless stated.

• Dogs must never be left unattended in the wash bay.

• You must check water temperature before use.

• The dryer must be used safely and kept away from water.

• Aggressive or unsafe dogs may be refused service.

• Any damage caused by misuse of equipment may incur charges.

• You acknowledge that wet surfaces may be slippery; take care at all times.

5. Health, Behaviour & Safety

• You confirm your dog is healthy, vaccinated to your vet’s standard, and not knowingly carrying contagious illness.

• You acknowledge the physical nature of dog play and accept associated risks.

• Neo’s Neverland is a private-hire, no-mixing facility (unless part of a booked group).

• If your dog causes injury to another person, dog, or property, you are liable.

6. Liability

Neo’s Neverland is not liable for:

• Injury, illness, loss or death of any dog on the premises

• Damage to personal belongings, vehicles, or equipment

• Injuries caused by misuse of park equipment

• Issues arising from owners not supervising their dogs

Nothing in this clause limits liability where it cannot be excluded by law.

7. Photography & Media

Neo’s Neverland may take photographs or videos for social media and marketing.
If you do not wish to be included, please notify us before your session.

8. Weather, Maintenance & Access

• Severe weather, maintenance, or safety concerns may result in closure.

• Customers will be rebooked where appropriate.

• You must ensure you arrive and leave promptly to avoid overlap with the next booking.

9. Force Majeure

Neo’s Neverland is not responsible for cancellations or disruptions caused by events outside our control, including extreme weather, fire, power cuts, or emergencies.

10. Updates to Terms

Terms may be updated at any time. The latest version will always be published on our website.