Terms And Conditions
STEMEX & CAFE UFO – Terms and Conditions
(Workshops, Discovery Zone, Parties, Membership, Café and Retail)
1. About these terms
1.1 “STEMEX” refers to the recreational activity centre at Unit 54–55, Castle Quarter, Norwich, NR1 3DD.
1.2 “CAFE UFO” refers to the café operating on the same premises.
1.3 “We”, “us” and “our” mean STEMEX and CAFE UFO together.
1.4 By booking or attending a session, using the café, buying a product, or using a membership or punchcard, you agree to these Terms and Conditions.
2. Supervision, parents on site and toilets
2.1 We are not a childcare provider. Staff supervise children only inside the workshop room and only for the booked workshop duration. Legal responsibility remains with the parent/carer at all other times.
2.2 For group workshops, parents/carers are not permitted inside the workshop room, except:
• agreed SEND/medical reasonable adjustments
• birthday parties with exclusive workshop-room hire
• individual support / 1:1 workshops where this has been agreed and paid for
2.3 For all standard workshops and clubs, parents/carers must remain on the premises for the duration of the session, in one of:
• the on-site café (CAFE UFO)
• the indoor or outdoor seating areas by STEMEX
• the outside seating area or assembly point on Castle Meadow
2.4 At registration, parents/carers must provide at least one current mobile number and be contactable and able to return promptly if requested.
2.5 Staff do not help with toileting, changing or personal care. Parents/carers are responsible for taking children to:
• on-site toilets (where available), or
• public toilets in Castle Quarter
before, during or after sessions as needed. If a child needs the toilet during a workshop, staff will call the parent/carer to attend.
2.6 Children must be collected promptly at the end of the workshop or party. Late collection fees may apply in line with our current tariff. If we cannot contact a parent/carer and a child remains uncollected for an unreasonable period, we may involve Castle Quarter security and/or contact the police or children’s services in line with safeguarding procedures.
3. Bookings, cancellations and no-shows
3.1 All workshops, clubs and Discovery Zone sessions must be booked and paid in advance unless agreed otherwise. A booking is confirmed when payment is received and a confirmation is issued.
3.2 We do not offer cash refunds for services once booked, except where we cancel or where required by law. In some cases, we may offer a rebooking or centre credit at our discretion.
3.3 Individual bookings (workshops, clubs, Discovery Zone):
• A no-show (no attendance and no prior contact) is not refundable.
• If you notify us at least 48 hours before the start time, we may offer a rebooking or credit voucher (not guaranteed).
• For cancellations within 48 hours, any rebooking or credit is entirely at our discretion.
• Any rebooking or credit is a one-off goodwill gesture and does not create a right to further refunds or credits.
3.4 Schools, groups and birthday parties:
• Because these reserve staff and space for a whole slot or day, stricter rules apply.
• Cancellations or date changes must be requested at least 7 days before the booking. After that, the full fee may be charged.
• A no-show or same-day cancellation is not refundable and will not normally be rebooked or credited.
3.5 Individual paid workshop bookings may be transferred to a sibling from the same household by prior arrangement, subject to availability. Bookings are not transferable to other children or families.
4. Punchcards and vouchers
4.1 Punchcards and multi-session passes are:
• non-refundable, and
• not transferable to other families or third parties.
They may be shared between siblings from the same household only.
4.2 Different punchcards and vouchers may have different expiry dates and conditions due to the prices and discounts offered. Expiry terms are confirmed at sale (printed on the card/voucher or shown in the confirmation). It is the customer’s responsibility to check and use sessions before expiry.
4.3 Health-related extension: if a child or their main carer cannot attend for health reasons, we may, at our discretion:
• extend the expiry once only by up to 3 months,
• on receipt of reasonable evidence (for example, a GP or hospital note).
No second or further extension is available.
4.4 Lost or stolen punchcards will not be replaced or refunded.
4.5 Where we agree to refund or adjust a punchcard after payment, an administration fee (currently up to £40) may be deducted to cover processing and any benefits or sessions already used.
4.6 Where a child becomes ineligible for group workshops because they require one-to-one support, we may, at our discretion, convert some or all of the remaining value of a punchcard into credit towards one-to-one workshops at our prevailing 1:1 rates. No cash refunds will be given.
5. Science Discovery Zone
5.1 Children under 14 must be accompanied and supervised by a responsible adult in the Science Discovery Zone.
5.2 All users must follow staff instructions and safety signs.
5.3 Any damage to equipment, exhibits, fixtures or fittings caused deliberately or by misuse (by children or adults) is the responsibility of the supervising adult, who may be charged for repair or replacement.
6. CAFE UFO food and allergens
6.1 Up-to-date allergen information for CAFE UFO is published at:
https://cafeufo.stemex.uk/
QR codes linking to the live allergen sheets are displayed on site, and free Wi-Fi is available.
6.2 It is the customer’s responsibility to:
• check the live allergen sheet online before consuming any food or drink, and
• ensure the specific item is clearly listed and understood.
If a product cannot be found or identified on the allergen sheet, our advice is not to consume it.
6.3 We do not accept responsibility for allergen reactions where:
• the customer has not checked the live allergen sheet, or
• the customer consumes an item that is not listed or clearly identifiable on the allergen sheet.
7. Retail shop – toys and products
7.1 We do not offer cash refunds on toys or products if you change your mind, choose the wrong item or no longer need it.
7.2 We offer exchanges where:
• the item is returned within 14 days of purchase,
• it is unopened, unused and in resaleable condition, and
• a valid receipt or proof of purchase is provided.
The exchange can be for another item of equal or higher value (with any difference paid).
7.3 If a product is faulty (for example, a robot that does not work), your statutory rights under UK consumer law apply. Depending on the circumstances, you may be entitled to a repair, replacement or refund. This does not affect your statutory rights.
8. Birthday parties
8.1 A deposit (amount confirmed at booking) is required to secure a party. The booking is confirmed when the deposit is paid and written confirmation is sent.
8.2 If you cancel within 7 calendar days of paying the deposit, the deposit will be refunded in full. After 7 days from payment, the deposit is non-refundable. We may, at our discretion, offer to transfer the booking to another available date, but this is not guaranteed.
8.3 Final numbers and any catering or dietary information must be confirmed at least 7 days before the party. Increases after this are subject to availability and may incur extra charges.
8.4 Where the party includes exclusive hire of the workshop room, parents and adult guests may enter the workshop as part of the party, subject to capacity and safety. Adults must follow staff instructions and ensure children behave safely.
8.5 Parents/carers remain responsible for behaviour throughout the party (including shared areas). Damage caused by the party may be charged at repair or replacement cost, plus an administration fee (currently £25).
8.6 If we have to cancel a party for safety or operational reasons, we will offer either an alternative date/time, a centre credit, or a refund of amounts paid to us for the party.
9. Memberships (STEMEX / CAFE UFO)
9.1 Selected membership plans include a 10-day free trial. Each customer may have one free trial every 6 months.
9.2 If you do not cancel before the end of the free trial, your membership will start and fees will be taken in advance (monthly or quarterly, depending on the plan).
9.3 Eligibility and scope
• Membership is valid for group workshops only and does not cover individual support workshops (1:1 sessions).
• Children who require one-to-one support due to special educational needs or disabilities are not eligible for standard membership.
• If a child develops needs requiring one-to-one support during the membership term, we may, at our discretion, convert some or all of the remaining membership value into credit towards one-to-one workshops, based on the original amount paid and our current 1:1 prices. No cash refunds will be given.
• Membership is personal to the named child and is not transferable to siblings or any other child. Punchcards may be shared between siblings from the same household (see section 4), but memberships cannot.
9.4 Membership benefits
Subject to availability and the specific membership tier, membership may include:
• friend passes – for applicable tiers, up to 2 friend passes per month during term time and up to 4 friend passes per month during school holiday months (February half term, Easter, July, August, October half term, December), giving up to approximately 36 friend passes per year
• friend passes are not valid for siblings (including under annual memberships). They are for non-sibling friends only. Friends must attend with the member and their place must be reserved in advance. All use is subject to workshop availability
• 10% discount on toys purchased from the STEMEX retail shop, excluding LEGO products and items already on promotion
• a birthday cake offer: for members booking a birthday party, one birthday cake with a retail value of up to £30 may be included as part of membership benefits
The number and type of benefits may vary by membership tier and will be confirmed at the time of purchase. Friend passes and similar promotional benefits are complimentary extras; they are not a core paid entitlement and we reserve the right to change, pause or withdraw them at any time without compensation.
9.5 Fair use and no-shows
Memberships are subject to fair use. Where a member repeatedly fails to attend reserved workshops without notice (no-shows):
• three consecutive no-shows, or
• five no-shows within any two-month period,
we may suspend or cancel the membership without refund.
9.6 Blackout dates
If workshops are unavailable due to capacity, maintenance, staff shortages or other operational reasons (“blackout dates”), we may:
• offer additional passes or extended access to allow missed sessions to be used later, and/or
• where reasonably practicable, offer a replacement venue within 10 miles of Castle Quarter,
all subject to availability. Blackout dates do not normally give rise to a right to refund.
9.7 Managing and cancelling memberships
It is the customer’s responsibility to manage or cancel memberships via:
https://billing.stripe.com/p/login/9AQ00y7pGdCM6647ss
or directly with their bank/payment provider. We cannot guarantee cancellation on your behalf.
9.8 Membership refunds and admin fees
We do not normally provide refunds on membership payments once taken. Where we agree to refund or adjust a membership payment after it has been collected, an administration fee (currently up to £40) may be deducted, along with the value of any used benefits at standard prices.
9.9 Quarterly memberships
For quarterly memberships:
• if you cancel within the first month, we may, at our discretion, provide a pro-rated refund for the remaining two months, less the administration fee (up to £40) and used benefits
• after 6 weeks of the quarter, no refunds will be provided and the membership will run to the end of the three-month period
9.10 Monthly memberships
For monthly memberships, no refunds are normally issued for part-used months or unused benefits.
9.11 Suspension or termination
We may suspend or terminate membership immediately, without refund, where there are repeated breaches of these terms, excessive no-shows, or behaviour that is unsafe, abusive or incompatible with safeguarding.
9.12 Membership changes
Membership features, benefits and prices may change. The latest details will be displayed at STEMEX and/or on our website. Continued use after changes take effect constitutes acceptance of the updated terms.
10. Smoking and vaping
10.1 Smoking and vaping are prohibited:
• anywhere inside STEMEX or CAFE UFO, and
• at or immediately outside the front entrance to STEMEX.
Customers must use designated smoking areas outside Castle Quarter.
11. General, conduct, liability and data
11.1 We reserve the right to refuse admission, remove any person from the premises, or refuse future bookings where behaviour is unsafe, abusive, disruptive or otherwise unacceptable.
11.2 Nothing in these Terms and Conditions excludes liability for death or personal injury caused by our negligence or any other liability that cannot be excluded by law.
11.3 Apart from statutory rights, we are not liable for loss or damage arising from failure to follow safety instructions, misuse of equipment, toileting incidents, or failure to provide accurate information about a child’s needs, medical conditions or allergies.
11.4 These Terms and Conditions may be updated from time to time. The latest version will be available at the centre and/or on our website and will apply from the date of publication.
11.5 Contact details:
STEMEX & CAFE UFO, Unit 54–55, Castle Quarter, Norwich, NR1 3DD
Email: info@stemex.uk | Tel: 01603 364823
11.6 We process personal data in accordance with UK GDPR and the Data Protection Act 2018. This includes storing contact details, emergency contacts, medical information, SEND requirements and behavioural records where relevant to safety, safeguarding and service delivery. Data is normally retained for 6 years (7 years for Norfolk County Council funded services). Our Privacy Policy is available on request.