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Frequently asked questions

Where are you located?

We are situated in Ghyll Road Industrial Estate, Heathfield, East Sussex, TN21 8AW.  We can be reached by road, bus or via the picturesque Cuckoo Trail for those arriving on 2 wheels.

For more route details and how to find us see our Contact page

Do you have lift access?

Yes, we do.  The lift is suitable for parents with baby buggies and wheelchair users.  For further information, please call 01435 863277.

When you’re at the centre, please ask reception should you require any assistance with the lift.

How old do children have to be to use the facilities?

We want everyone to enjoy the facilities Urban Jump has to offer, but to safeguard the health and safety of all our customers, we do have the following rules (which apply to parties too):

  1. Trampolines: Minimum age 5 yrs (under 7s must be accompanied by a paying adult at all times)
  2. Urban Rainforest: Minimum age 5 yrs (under 7s must be accompanied by a paying adult at all times)
  3. Soft play: 0-5 years of age (must be accompanied by a responsible adult at all times)

Do you have wheelchair access?

Yes.  The centre provides full access for our disabled customers.

For further information, please call 01435 863277.

When do I need to show up for a session?

We suggest that you arrive 30 minutes before the start of your session, regardless of whether you’ve booked to go on the trampoline park or the Urban Rainforest course.

Because of how the centre runs, we have to stick to our session times.  So if you don’t give yourself enough time to get to us 30 minutes before you’re due to start, we’ll only be able to let you use the remaining for the session you have booked we’re afraid.  For insurance reasons, you’ll still have to watch the appropriate safety briefing video before we’re able to let you on.

So leave a bit earlier, give yourself extra breathing space.  No one needs all this heartache and messing around, least of all you guys!

Do you have Wi-Fi?

Come on….do you really need to ask?  None of us can survive without Wi-Fi!

Can I rent for a private event?

Absolutely.  We will try our very best to cater for your specific requirements, large or small.  Before booking we suggest you drop us a mail outlining what you’d like to info@urbanjump.co.uk or call us directly on 01435 863277

Do you host birthday parties?

We most certainly do and we have special party rooms too.  Whether you’re celebrating a 1st or a 101st birthday, we would love to host you and your friends

Read more of what we can offer on our Urban Parties page

Do I have to purchase tickets online in advance?

You don’t necessarily have to but it guarantees your slot on your chosen activity.  Although our centre is very large and caters for large numbers of customers at any given time, we will get very busy and all the allocated slots get taken, so we really recommend you book ahead.

You can also sign a waiver online to save you more time when you get to the park.

I don’t have a credit / debit card. Can I pay when I get there?

Unfortunately, our online booking system requires payment to be made using a debit or credit card.

However, if you are not able to pay online you then of course you can elect to pay on arrival, but that does mean that we can only admit you into the centre to participate in an activity if there is still space available.

What should I wear?

These activities are no joke and will make you sweat, guaranteed!  Wear something you would for sport.  Something loose fitting that let’s your body breathe.

We cannot allow anyone onto the activities wearing any form of jewellery or other items which we feel may cause damage to you, others or the equipment.

Why do I need to wear your ‘special’ socks?

Our socks are specially made to provide grip under foot.  You have to use them on trampoline park and the Urban Rainforest course.  Them’s the rules!  It’s for your safety and enjoyment ultimately.

Take your socks with you when you leave, chuck them in the washing machine and remember to bring them back the next time you come to see us.  They’re fully washable and reusable.

Customers may only use Urban Jump socks in the centre.

Can I wear glasses?

Of course you can but you do so at your own risk of loss or damage.

What is your cancellation policy?

For parties of 10 or fewer, you must cancel at 72 hours prior to your scheduled session. Your cancellation will be confirmed via email.

For parties of 11 or more we require at least 28 days’ cancellation notice.  Your cancellation will be confirmed via email.

Only cancellations which adhere to our policy will be eligible for a refund.

Do you have lockers?

We have plenty of lockers you can hire to store your valuables.  Lockers are allocated on a first come, first served basis.

Your property is left in lockers entirely at your own risk.

Can I bring my own food?

Unfortunately, no, but don’t worry, the UJ Café and UJ Minibar have all the food and drinks you’ll need during your time with us.

We will of course make exceptions for baby food and specific disability requirements.

Do you have parking?

We have an upper and lower car park which is free to customers.  Even though we have ample parking space, we cannot guarantee a spot, particularly during peak times.

To try and avoid parking gridlock, we limit parking times to 2 hours during these times.

What is the minimum age children must be to attend the park unaccompanied?

You’re welcome to attend the park alone if you are 16 years of age or older but will not be allowed onto the trampoline park without a signed waiver (which over 16 can sign themselves).

We do not provide or accept responsibility for the supervision of children.  Children must be supervised by a parent or guardian at all times.

What can I do when my kids / friends are using the facilities?

What’s makes Urban Jump stand out from many of the other parks is that we have more than just a trampoline park to offer.

Alongside our trampolines there’s the Urban Rainforest urging you to give it a go!  So why not book yourself in to a session that the rest of the group aren’t using and give that a go?

But there’s also the less strenuous, more relaxing alternative of course.  Just make a beeline straight to the relative peace and quiet of our UJ Café and UJ Minibar areas.  Grab a seat, take the weight off your feet and indulge yourself in our exquisite food and drink menu.

It’s entirely up to you how you spend your time whilst the rest of your party are throwing themselves around!

Remember, it’s free to come in and use our café areas.

Do you have a printable waiver?

Yes, you can print out a copy of our waiver from our online booking system as you are making your reservation. But we strongly recommend that you complete our waivers online when you’re booking sessions.  It’s right there for you, it’s easy enough to fill and by completing it up front and the booking system links your waiver to our systems, making entry into the park more straightforward when you arrive.  For those who don’t complete the waiver online, there are tablet in reception that you can use to fill out your form, but it will take time and you may miss the start of your session as a result.  It’s so much easier do it in advance of your arrival.

Are trampolining or Urban Rainforest courses dangerous?

If we’re being honest, yes they can be.  But with that said, jumping around on trampolines is no more risky than other action sports.

Don’t get too carried away and bounce beyond what you’re physically capable of.  It can be tempting we realise, but it’s not worth spoiling a great time for is it?

The same is true when you’re tackling the Urban Rainforest assault course too.

Urban Jump is a place to have a fun and enjoy yourself with friends.  It’s not somewhere to show off and hurt yourself or others.

We know the risks are there, so all of our staff have been trained to spot problems before they happen.

Are there any weight limits?

  • The upper weight limit for our trampoline park and is 133kg (21 stone)
  • The upper weight limit for our Urban Rainforest course is 127kg (20 stone)

Can I jump with a medical condition?

For your safety, if you have any known medical conditions that may affect your ability to use our trampoline park or Urban Rainforest course, you must consult a doctor before attending your session and declare all details when you complete your waiver form.

Can I use the trampolines and / or the Urban Rainforest course if I’m pregnant?

Unfortunately, you can’t. This would be unsafe for you and your unborn child.

How old do you have to be to use the park facilities?

Please see our Activity pages for details as each activity has its own rules and restrictions

Can I take food and drink on to the trampolines and Urban Rainforest areas?

No food or drink is allowed on either area.

Both food and drinks are available to purchase in either the UJ Café or UJ Minibar, before or after your session.

What is your privacy policy?

Please see our Privacy Policy for details

What do I do if I lose something at the centre?

If you have lost anything at our site please email us at info@urbanjump.co.uk, with ‘Lost Property’ as the subject.  Include a brief description of the items you’ve lost.  Our team will check the lost and found and respond to you ASAP.

We do not take responsibility for anything lost on site.

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CONTACT DETAILS

 

Urban Jump
Ghyll Road Industrial Estate
Heathfield East Sussex TN21 8AW

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