HK Consumer Council demands stringent safety standards and clear terms at indoor play facilities

On Monday (July 15), the Consumer Council called on indoor playhouse operators to ensure the design and layout of their facilities were safe and to clearly list out terms and conditions to avoid disputes.

The Consumer Council said it had received a complaint about a child suffering a forearm dislocation and a wrist fracture from a fall while navigating a rope tunnel at a playhouse and that a request for a refund and compensation was initially met with "ambiguous responses."

The venue only proposed compensation of HK$3,000 after the watchdog stepped in, but the child's parent had yet to accept the offer and was considering legal action.

"The council wants to remind the industry that indoor playhouses must follow stringent game design and venue layout safety standards. They should also properly assess and mitigate any safety risks and provide sufficient safety measures to participants to ensure a positive experience for both parents and children," the watchdog said.

Other complaints included a toddler playgroup center providing unclear terms and conditions to use complimentary playtime offered alongside a course enrolment and another members-only indoor playhouse resetting a customer's account balance to zero without prior notice upon the expiry of the one-year membership period.

"The terms and conditions of use should be clearly stated, and flexible pricing policies are recommended to manage expectations and minimize disputes between traders and users," the watchdog said.