No Show Policy: In the event of a no-show for a booked workshop or class, no refunds will be provided unless notified via email or in-person 48 hours prior to the scheduled lesson. In such cases, an alternative slot will be offered based on availability.

  Proof of Booking: Customers must retain the Receipt and Lesson Voucher as proof of booking for any potential refund or exchange.

  Cancellation Policy: If a workshop or class is cancelled by STEMEX Norwich, customers will receive a voucher redeemable for any products or activities within the centre, valid for 60 days from the date of issue.

  Accompanied Children: Children under the age of 12 must be accompanied by an adult while attending workshops, classes, or exploring the STEM discovery zone.

  Safety Instructions: Customers are advised to carefully read and adhere to all safety instructions provided before using any equipment or apparatus within the centre. Assistance from staff members should be sought if needed.

  No Smoking Policy: Smoking is strictly prohibited on the premises of STEMEX Norwich.   Schools/Groups/Clubs: Schools, groups, or clubs must communicate with the centre management regarding the onsite risk assessment document before visiting. Schools must ensure they have done their own risk assessment before the group visits our centre.

  Loss or Damage: STEMEX Norwich is not liable for any loss or damage to personal belongings, and customers are advised to take appropriate precautions to safeguard their belongings.

2. CAFE UFO Services:

  Allergen Information: It is the customer’s responsibility to inquire with a staff member about allergens and dietary needs before ordering from the café.

  Ingredient and Allergy Advice: Customers should read the ingredients and allergy advice provided on pre-packed and bottled foods and drinks available in the café to ensure suitability.

3. STEMEX Retail Shop:

  Product Returns and Exchanges: Returns or exchanges are accepted within 30 days of purchase, provided the item is in its original condition and accompanied by a valid receipt.

  Product Warranty: Products purchased from the interactive toy shop are covered by a manufacturer’s warranty. Customers are advised to refer to the warranty terms provided with the product for details on coverage and claim procedures.

  Age Recommendations: Customers should adhere to age recommendations provided for toys and educational materials to ensure suitability and safety for the intended age group.

4. Science Discovery Zone:

  Supervision of Children: Children under the age of 14 must be supervised by an adult while exploring the STEM discovery zone.

  Use of Equipment: Customers are responsible for using equipment and models within the STEM discovery zone as instructed by staff members. Any misuse resulting in damage will incur repair or replacement costs.

5. Birthday Parties:

  Reservation: To book a birthday party at STEMEX Norwich, customers must make a reservation in advance.

  Confirmation: Booking confirmation is subject to availability and payment of the required deposit. The deposit amount and payment method will be communicated at the time of booking.

  Package Inclusions: The birthday party package includes access to the STEM discovery zone, interactive activities, and a designated party area for the specified duration.

  Add-Ons: Customers have the option to add extras such as cakes, food, drinks, or themed decorations to their party package for an additional fee. Add-ons must be requested and confirmed in advance.

  Guest Count: The final number of attendees must be confirmed at least 48 hours before the scheduled party time. Any changes to the guest count after this deadline may incur additional charges.

  Attendance: All guests, including children and adults, attending the birthday party must be accounted for in the guest count.

  Catering Options: Customers have the option to choose from a selection of catering packages offered by STEMEX Norwich.

  Special Dietary Requirements: Customers must notify the centre of any special dietary requirements or allergies among the guests at least 72 hours before the party date.

  Supervision: Parents or guardians are responsible for supervising children attending the birthday party at all times, both within the designated party area and during activities in the STEM discovery zone.

  Behaviour: Guests are expected to conduct themselves appropriately and respect the facilities, equipment, and staff members of STEMEX Norwich.

  Cancellation: Cancellation of a booked birthday party must be made at least 7 days prior to the scheduled date.

  Refund: Deposits for cancelled parties will be refunded in full if the cancellation is made within the specified notice period. 

  Liability: STEMEX Norwich is not liable for any injuries, accidents, or damages that may occur during the birthday party, unless caused by negligence on the part of the centre. 

At STEMEX, we offer a generous 10-day free trial for all our subscription plans. To ensure clarity and fairness, please review the following terms and conditions regarding the cancellation and refund policy for our membership subscriptions.

General Terms

Start Trial: Begin your trial with the option to cancel within the first 10 days.

Cancellation Policy

During Free Trial Period:

Customers may cancel within the first 10 days of the free trial period with no penalty.

Post-Trial Cancellation:

First Week After Free Trial:

An administrative fee of £20 will apply for cancellations.

Second Week After Free Trial:

An administrative fee of £35 will apply for cancellations.

After Second Week:

No refunds will be issued for cancellations made after the second week post-trial. Cancellation will be effective from the next billing cycle.

Refunds

Please allow up to 7 working days for us to process your refund.

Refunds can take up to 10 days to appear on your statement.

Important Notes

Responsibility for Cancellation: Customers are responsible for cancelling their membership payments through their payment dashboard on edutainmentcentre.com https://billing.stripe.com/p/login/9AQ00y7pGdCM6647ss  or by contacting their bank or payment provider directly. STEMEX is not responsible for the cancellation of direct debits.

Missed Cancellation Deadlines: If customers miss the direct debit cancellation deadline and come back to us after the payment has been processed, the following admin fees will apply:

£20 in the first week of the subscription

£35 in the second week of the subscription

No refunds after the second week of the subscription

Usage of Membership Benefits: If customers have used membership benefits before requesting a refund, STEMEX reserves the right to charge for those services already used. This may reduce the amount of the refund.

Trial Period Limitations: Some membership benefits, such as free food vouchers, are limited during the trial period and become fully available once the paid period starts.

Termination by STEMEX

STEMEX reserves the right to terminate any membership without notice if the member breaches our terms and conditions or engages in inappropriate behavior that disrupts the experience of other members.

Changes to Membership Plans and Prices

STEMEX reserves the right to make changes to our plan features and prices. Customers will be informed of any changes by displaying such notice in our STEMEX centre. Customers are expected to check updated versions of our terms and conditions and subscription policies by visiting our website for the latest price plans, features, and policies.

Reactivation of Membership

Free trials are subject to our fair usage policy, and every customer is only allowed one free trial without payment every 6 months. STEMEX reserves the right to cancel a customer’s free trial if it is against our fair use policy. If you wish to reactivate your membership after cancellation, please speak to our front desk at the Norwich STEMEX centre.

Contact Us

Cancellation Requests: All cancellations must be communicated in writing or via email to STEMEX Customer Support at info@edutainmentcentre.co.uk.

Customer Support: For any questions or concerns regarding your membership, please contact our customer service team at info@edutainmentcentre.co.uk or call us at 01603 364823

STEMEX Norwich

Unit 54-55

Castle Quarter

NR1 3DD

We reserve the right to modify these terms and conditions with prior notice. Thank you for being a part of the STEMEX community. We value your participation and hope to continue providing an enriching experience for your family.