Terms and Conditions

General Policy

By accepting these terms and conditions you agree to all admission and ticketing terms as set out by the Robin Hill Partnership relating to the product you have purchased. All park and event tickets are non-refundable and non-transferable, unless otherwise clearly stated. At the point of purchase, the purchaser will choose a tariff according to the day(s) they intend to visit. E-tickets can only be used during the specified period. An additional surcharge will be applied upon admission for any tickets being redeemed during a higher-tariff period. Advance tickets are only available to purchase online and can be purchased at any time ahead of visiting the parks. These tickets are valid for entry on the same day as they were purchased.

Park tickets are restricted to be redeemed only on the date(s) selected during the purchasing process. Where visiting dates change, surcharges will be applied to any tickets being redeemed outside of the suggested visiting date, where required, based on the above T&Cs. Standard Park tickets are not valid for any special events which fall outside of the normal park offering. (E.g. events where Robin Hill Partnership is not the organiser/promoter.) An adult must accompany persons under 14 years of age during entry to the parks. This age is lifted to 16 years for evening openings from 6pm. Special events may have individual age restrictions. Please check event-specific T&Cs for more details.

Season Membership Passes

Membership passes are non-transferable, and no refunds will be given after purchase.

Tickets will be emailed upon purchase as a digital copy only. Entry to the park will only be granted upon presenting a valid ticket at the entrance kiosk.

Membership passes guarantee entry to Robin Hill for the 2025 season (April-November) the Robin Hill Partnership reserves the right to change these dates at any time.

Anyone under 1m at the point of first entry to the park is eligible for a free seasonal membership pass. This is valid for the whole season once confirmation of height has been made on the first visit. Please add the free child pass at the checkout when purchasing your seasonal membership pass.

All in-park discounts are only valid on presentation of a valid 2025 membership by the named user only.

The Robin Hill Partnership is entitled to use the membership holder’s details to make contact about the park including, but not limited to, information about changes to T&C’s, details on using membership tickets and information reminders.

The General Manager reserves the right to cancel memberships at their own discretion on the grounds of misuse, fraud, or any other exceptional circumstances.

Access to Robin Hill is provided in line with its standard T&C’s provided at the point of entry and on our website.

The Robin Hill Partnership reserves the right, in its absolute discretion, to vary the times and dates of the park opening and remove or cancel all or any part of the rides, events, attractions or facilities for any reason at any time. The full value or any part of the value of the membership pass will not be refunded, nor will any compensation be payable if any of the rides or attractions become unavailable or if any part of the parks, rides and attractions are closed or removed.

7 Day Returns

Park entry tickets entitle you to a minimum of one visit only. Return visits are offered for an extra charge of £1.99 during low season, £2.99 during mid-season and £3.99 for high season for up to 7 days (up to and including the 7th day) from the date of first entry, subject to standard entry terms & conditions. Special event tickets do not include 7–day returns as standard.

Return visits under the 7-day returns policy during event days may not be permitted; or a surcharge may be required. Please check event-specific T&Cs for more details.

A designated person may be required to print and sign the provided receipt to receive 7-day returns. It is accepted that this countersignature is provided on behalf of all the people on the ticket and the same person must print and sign the receipt upon admission on all subsequent visits. Proof of name and signature (e.g.bank card/driving licence) will be required to verify identity. If adequate proof is not obtained or deemed unsatisfactory, return admittance to the park may be denied. This is at the discretion of our park management team.

Alternative days, discounts or refunds will not be permitted as a result of the full 7-day period not being redeemable due to park closure. Please refer to the specific product web page and/or description for further details. We use Dojo & Paypal to collect and process transaction information. Please read their Security Policy at https://dojo.tech/legal/privacy/ and www.paypal.com/re/webapps/mpp/paypal-safety-and-security

Carer Tickets

Visitors who require extra assistance while at the park can claim a free membership pass/day ticket for their carer. The person requiring a carer must pay for a seasonal membership/day pass and then request an additional carer’s pass/ticket alongside this at the time of purchase. This is interchangeable between carers and not fixed to one individual.

You’ll need to provide proof of disability before using your Pass which you can do on your first visit to the park. This can be any of the following documentation:

Disability Living Allowance (DLA)
Personal Independence Payment (PIP)
A registration card known as the BD8 or a Certificate of Visual Impairment (CVI)
Access Card with a +1 symbol

Documentation should be dated within the last 24 months, documentation dated later than this may be rejected and also must be in the name of the person who requires a carer.

The Carer Pass/Ticket cannot be used without being accompanied by the disabled Passholder/Ticket holder it belongs to. This is because the Pass/Ticket is designed to offer assistance to the disabled guest only.
There must be at least one responsible adult in the visiting party (the party means the disabled guest and the guest using the Carer Pass/Ticket) in order for the party to enter an attraction.
In order to utlise a Carer Pass/Ticket, you must be at 14+ years of age.

Failure to provide verification will result in full payment.

Privacy Policy

We do not store credit card details nor do we share customer details with any 3rd parties.
You acknowledge and agree that any personal data that you provide and/or we collect when you use this Website shall be processed in accordance with our Privacy Policy and in accordance with relevant data protection laws which include, without limitation, the Data Protection Act 2018 and the EU General Data Protection Regulation 2016/279.

Refund Policy

Any refunds due will be processed through the park’s till during the same day or can be refunded via the Payment Gateway provider merchant portal. Refunded sums will be returned to the originating card within 72 hours but may be dependent on your bank and administration time to process refund application.

Age Policy

If alcoholic or age restricted products are purchased the purchaser and any intended consumer must be over 18 and able to provide valid ID upon request. If alcohol is purchased by a minor, or valid ID cannot be shown, no refund will be offered on items purchased. The park operates a challenge 25 policy.

Contact Us

We apologise but it is not possible to amend or cancel orders once placed, for anything else please contact us.

Terms & Conditions of Entry

Robin Hill Partnership LTD

Please supply e-tickets (if you have pre-purchased one) at the point of admission. An adult must accompany persons under 14 years of age during entry to the park. This age is lifted to 16 years for evening openings from 6pm. Special events may have individual age restrictions. Please check event-specific T&Cs for more details.

Height and age restrictions apply to rides:

Toboggan – Children under 1 metre cannot ride the toboggan and children under 8 must ride with a full paying guardian over 16 years-old
Jungle Heights – children under 0.8m are not to use this attraction.
Ice Rink – Children Under 4 are not permitted to enter the ice rink and children under the age of 10 must be accompanied by a skater who is 14 years or older.
Mini Diggers – Children under 0.8 metres are not permitted. Children between 0.8 metres – 1.1 metres can use the attraction when accompanied by an adult 18 and over. Anyone over 1.1 metres can operate the diggers unaccompanied.
Safari Boats – Children under 16 years must be accompanied by a person over 16 years at a maximum ratio of 1:4. Fitting a supplied life jacket is a minimum requirement to ride with regards age.
Tubbing Slides – children under 0.8 metres are not permitted to ride this attraction.
Other Attractions – Operating and usage restrictions will be displayed at all attractions and should be adhered to at all times.

The park reserves the right at its complete discretion to refuse entry to any ride or attractions on the grounds of health & safety as the management sees fit.

Ride times may vary. Rides may be scheduled to close for break periods during the afternoon/evening as required and may operate on an alternating basis when demand is low. Please ask a member of the team for full detailed, daily information.

Some attractions are closed during wet/windy conditions. In the interest of ensuring the safety of both our staff and guests, certain rides or attractions may close in poor weather conditions. Please see the notices provided in-park or ask a member of the team for detailed, daily information.

Programmed entertainment at the park may be postponed or cancelled. All events or entertainment, including falconry shows at Robin Hill, may be cancelled, postponed, or amended at short notice. The park reserves the right to amend these details as they see fit, at any time, for any reason. This may be as a result of unfavourable conditions or due to unforeseen circumstances beyond the park’s control.

Last entry to the park is 1 hour before closing time. The park reserves the right to close earlier than the advertised opening time as a result of poor weather, if there are no customers present at the time. Please call ahead in wet weather.

The park reserves the right to close rides and attractions for essential maintenance and refurbishment at short notice, as they see fit, at any time. The park teams will endeavour to communicate closure notices with customers as quickly as possible, and re-open the rides as soon as it is safe to do so.

Well-behaved dogs are welcome in our parks, provided they are always kept on a lead and owners clean up after them. Some areas are not suitable for dogs (i.e. cafes, and playgrounds where young children play). Owner discretion is appreciated.

A separate fee is charged for Robin Hill’s Toboggan Run, excluding Season Membership Pass holders. The toboggan can only operate in fair weather and cannot, therefore, be included in the standard admission ticket price. The standard park admission price takes account of this. Children under 1 metre cannot ride the toboggan and children under 8 years old must ride with a full paying guardian over 16 years-old.

Management reserves the right to refuse admission or remove visitors from the premises if circumstances dictate.

Parking in the park’s public car parks is at your own risk. The park’s management will not accept responsibility for any loss, damage or accidents.

EVENING OPENINGS

Peripheral park areas and attractions will normally be closed during evening opening, unless otherwise clearly stated. This will normally include ride attractions, slides and the falconry display area. When dark, please keep to the lit areas of the park for your safety. Please see event-specific terms & conditions for full details.

The Toboggan Run will not operate in the dark and will shut before other rides due to light levels and track restrictions. The last ride time for this attraction will be signposted at the attraction during these times.

Robin Hill’s Big Red Tractor Train does not operate in the park after 5pm on any day, unless otherwise clearly stated in event-specific terms & conditions.

Warm clothing and sturdy footwear are advisable when visiting during the evening.

Please do not touch or move any of the light or display fittings during your visit.

On occasion, special entertainment may be cancelled or postponed due to poor weather conditions or other circumstances outside of our control.

Special performances hosted in Robin Hill’s Woodland Amphitheatre are subject to maximum capacity which is normally allocated by an e-ticket/wristband and or on a first-come-first-served basis, unless clearly stated otherwise in event-specific terms & conditions. Access to pushchairs is restricted and these must be left in the designated area outside the Amphitheatre.

Installations and entertainments may employ special effects such as strobe lighting and smoke machines. Please beware if you suffer from conditions such as photosensitive epilepsy. Please contact us ahead of your visit if you have any concerns.

Please check event-specific terms & conditions for full details.

ADRENALINE ZONE – TERMS AND CONDITIONS

By buying a Ticket you agree to be bound by these Ticket Purchase Terms and Conditions along with our Terms and Conditions of Entry and Rules of Play.

Tickets are non-transferable, non-exchangeable and void if altered, and save as expressly set out in the Terms and Conditions, non-refundable.

All persons entering the Adrenaline Zone must pay for admission and/or hold a valid Ticket which has been obtained from Robin Hill Partnership Ltd. A Ticket must be used by the same person during its period of validity. Selected special events may require an additional ticket purchase.

Online Tickets

Tickets purchased online may not be used in conjunction with any other special offer or promotion.
Following the purchase of an online ticket no refunds can be given, and you cannot cancel your tickets or resell them.
Any discounts or offers online are available for limited quantities and periods only and shall not be available on bookings made in person on the day of visit.
Entry to the Attraction is only permissible when the ticket is printed out or the Booking Reference Number is given.
All persons covered by the online ticket must enter the Attraction at the same time.
Tickets purchased online are only valid for the date for which they were purchased.
Should they be used on dates other than that for which they were purchased, robin hill reserves the right to refuse entry or charge our current rebooking fee.
A booking fee will be added to your transaction.

Code of Conduct

At Robin Hill, we want all our guests to have a safe and enjoyable experience with us. To ensure everyone is clear on their responsibilities, we kindly ask that you familiarise yourself with the below. By entering our venue, you agree to follow the guidelines in place to maintain a welcoming and secure environment for everyone. These terms outline your responsibilities as a guest, including safety measures, respectful conduct, and compliance with venue policies.

Robin Hill reserves the right to deny admission, or to require a person already admitted to leave the Adrenaline Zone without refund or compensation, for failure to comply with any of the Adrenaline Zone rules, for unsafe, illegal or offensive behaviour, to ensure safety, security or order, or if we consider that the circumstances so require.

If Tickets are bought on behalf of other visitors (for example, Parties, Schools or Group bookings), the buyer accepts these Terms on behalf of every visitor and shall ensure that these Terms are notified to and followed by each person in the group.

Active Supervision

Active supervision is the continuous and attentive monitoring of children by a Responsible Person to ensure their safety and well-being. This involves being physically present, actively engaged, and ready to intervene when necessary. Simply being in the same area is not enough. Responsible Persons must observe, anticipate risks, and guide children’s behaviour to prevent accidents or harm.

Who is a defined as a Responsible Person

A Responsible Person is someone who is legally and practically capable of supervising a child and acting on their behalf to safeguard their welfare. This includes:

Parents and legal guardians – individuals with direct responsibility for the child’s care and well-being.

Designated caregivers – adults specifically assigned to supervise, such as teachers, group leaders, or childminders.

Responsible family members – older siblings or relatives (typically aged 16 or over) who have been entrusted with supervision and can act in the child’s best interest.

A Responsible Person must be capable of enforcing safety rules, recognising risks, and taking appropriate action in an emergency. In all environments, especially those with potential hazards, active supervision is essential to safeguarding children’s welfare and ensuring a safe and enjoyable experience.

Children at Play

The Responsible Person must supervise and observe the children in their care to ensure they can use the equipment safely, as we are not aware of their individual needs and abilities. Please explain the rules of play to the children and actively monitor their behaviour throughout their time at the venue.

Visitors under 14 years of age to must be accompanied, at all times, by a Responsible Person at the Adrenaline Zone .

Children must be directly and actively supervised by a Responsible Person at all times whilst in the adrenaline zone, and it is the responsibility of the supervising Adult to ensure that their children are always following the Rules of Play.

The maximum ratio of Responsible Person to children is 1 to 4.

Disabled visitors

Disabled visitors are required to pay the full general admission rate. They can bring a free Responsible Person as a carer. Evidence of DLA/PIP payments, an Access Card, a National Disability Card or Carers Card, or a valid Blue Badge dated within the last 12 months must be provided at the entrance to our team to qualify for the free carer. You will be provided with the free carer ticket on arrival subject to your eligibility being confirmed.

Any queries should be put in writing to info@robin-hill.com

In extenuating circumstances tickets can be postponed, subject up to a maximum of 6 months from the original date; subject to the reschedule fee being paid.

Prices

The description and price of your order will be shown on the robin hill website at the time you place your order. Prices are in £ Sterling and inclusive of any applicable taxes. We reserve the right to change the prices displayed on the website without notice. We accept most major credit and debit cards.

Unless stated otherwise, ticket pricing is as advertised.

In the case of system errors, we reserve the right to cancel tickets or ask guests to pay the remaining balance for any products that were sold at an erroneous price. The contract maybe withdrawn in the event of such a system error, which was obvious or known to the customer.

HEALTH & SAFETY

The nature of our attractions means that there will be areas of the parks with uneven, cobbled surfaces and staircases of various widths, so care must be taken when moving around the parks and grounds.

Your Safety Comes First

At Robin Hill, your safety is our top priority. While our adventures run in a wide range of weather conditions, there may be rare occasions when extreme/specific weather makes it unsafe to proceed. In such cases, we may need to delay, adjust, or postpone your session to ensure everyone’s safety and to comply with Health & Safety legislation.

If your experience is affected, we’ll contact you using the details provided at the time of booking.

Personal Responsibility and Conduct

Visitors are expected to behave responsibly and considerately towards others. Any behaviour deemed dangerous or disruptive, including physical violence, verbal abuse, or inappropriate language, will result in removal from the premises without a refund, our company operates a Zero Tolerance Policy.

Please follow all instructions provided by our staff and signage, as these are in place to protect you and others.

Dress appropriately

All visitors to the adrenaline zone must wear suitable, comfortable active wear. We suggest an outfit of closed-toe flat shoes with a good grip, full length trousers, and a t-shirt. No jewellery, please.

Gloves are recommended for the high ropes course and fun walls – not heavy winter gloves, but suitable light gloves with protective grip/padding.

Restricted Areas

Some areas of the attraction are restricted for safety reasons. Please respect all barriers, signs, and instructions marking these areas.

Access to restricted areas is limited to authorised personnel only.

Use of Equipment and Facilities

Equipment and facilities should only be used as instructed by signage or staff members. Misuse of equipment can result in injury.

All age, height, weight, and health restrictions posted for certain attractions must be strictly observed. Non-compliance may result in restricted access to the attraction without a refund.

Observe children within your care to ensure that they are capable of using the equipment safely, as we cannot know the individual needs and abilities of your child.

Prohibited Items and Substances

Alcohol and drug use are not permitted. Visitors under the influence of alcohol or drugs will be denied entry or asked to leave without refund.

Assumption of Risk

By entering, you acknowledge that certain attractions involve inherent risks. Although we work hard to minimise these, visitors participate at their own risk.

Reporting Concerns

If you notice any unsafe conditions or behaviours, please notify a staff member immediately. Your cooperation helps us keep the attraction safe for all.

Compliance with Staff Instructions

All visitors are required to comply promptly with staff instructions to ensure the safety and well-being of all guests and team members.

Child Safeguarding Policy

Robin Hill is a family attraction, and we are committed to ensuring that, while on the premises, any visiting child is able to enjoy themselves in a secure and protected environment, safe from any form of harm or abuse.

We do not knowingly allow anyone to visit the Adrenaline Zone who is a convicted child sex offender, or subject to the notification requirements of the Sex Offenders Act 2001, or subject to a Sex Offender Order or a Child Abduction Order for the purposes of the Criminal Justice Act 2007 (as amended) and the Child Abduction and Enforcement of Custody Orders Act 1991 (as amended).

ZERO TOLERANCE POLICY

Robin Hill takes it very seriously if a member of our team, contractors or visitors is treated in an abusive or violent way. Our company supports a ‘Zero Tolerance’ policy. This states that our team, contractors, or others visiting the Robin Hill premises should be able to do so without fear of being attacked or abused.

To successfully provide our services, a mutual respect between all the team and visitors must be in place. Our team aims to be polite, helpful, and sensitive to all guests’ individual needs and circumstances.

Aggressive behaviour, be it violent or abusive, will not be tolerated and may result in person or persons being removed either temporarily or permanently excluded. In extreme cases, the police may be contacted.

Below are example of types of behaviour that would be found unacceptable; this is not an exhaustive list. Our team understand that an upset or distressed person or persons do not always act in a reasonable manner, and will take this into consideration when trying to deal with a misunderstanding or complaint.

Using bad language or swearing at our team, contractors or other visitors
Any physical violence towards any member of the team, contractors, or other guests, such as pushing or shoving.
Verbal abuse towards our team in any form including verbally insulting the staff
Racial abuse and sexual harassment
Persistent or unrealistic demands that cause stress to team will not be accepted. Requests will be met wherever possible, and explanations given when they cannot.
Causing damage/stealing from the company premises
Being under the influence of drugs or alcohol
Failing to follow reasonable instructions given by our team, to safeguard the welfare of person or persons
Acting in any manner that would cause distress or injury to any of our animals.
We ask you to treat our team and guests courteously at all times.

Equipment Restrictions

For the safety and privacy of all guests, the use of GoPro cameras or similar devices is not permitted.

Drone Usage and Commercial Photography

The use of drones is strictly prohibited on-site.

All our play equipment has been inspected in line with the requirements set out in BSEN1176:2008 and HSG 175. We therefore cannot be held responsible for accidents which occur as a result of playing on our equipment.

All other Robin Hill T&Cs apply upon entry to the park as set out on both the website and boards at the main entrance.