Health & Safety.

1. Our commitment to your child's safety

Your child's safety is our highest priority. Every part of UFOREA — from the cushioning under the climbers to our daily cleaning routine to the first-aid training our staff complete — exists to support one promise: your child plays here as safely as if they were at home, and probably more cleanly.

This page sets out, in plain language, the practical things we do every day to keep that promise. Read it once before your first visit; you will not have to think about it again.

Health & Safety at UFOREA is the responsibility of our duty manager and our trained playground hosts, and is reviewed every six months by our operations team. Where we update a procedure, we update this page.

2. Daily sanitation protocols

The playground is cleaned in three overlapping cycles so that no surface waits long for attention:

2.1 Daily cleaning (every operating day)

Every operating day the floors are vacuumed and high-touch surfaces are wiped down — slide handrails, climber grab-bars, vanity-table tops in Makeover Castle, the bubble-pool edge in Discovery Cove, and shared props such as crowns, helmets and pretend-play kitchen items. The makeover tools in Makeover Castle are sanitised and the dress-up costumes are steamed daily. We use child-safe, fragrance-free disinfectant approved for use in early-years environments.

2.2 Toilets and changing rooms

Toilets and changing rooms are cleaned a few times a day during operating hours, then scrubbed and re-stocked as part of the closing routine.

2.3 Weekly deep-clean and monthly deeper cycles

Once a week the whole playground gets a full deep-clean — soft-play foam blocks wiped individually, the ball pit and sand pit included — and the dress-up wardrobe is rotated: worn dresses come off the rack and a fresh set goes out, with costumes going through a full laundry cycle at a temperature appropriate to the fabric. Once a month, our soft-play structures are inspected at a deeper level: cushions are checked for wear, ball-pool balls (where applicable) are washed in bulk, and any item showing signs of damage is removed from rotation pending repair or replacement.

2.4 Air, water and toilets

Air-conditioning filters are cleaned monthly. Drinking-water dispensers are sanitised weekly.

3. Equipment safety checks

Soft play, climbers, slides and themed sets all need ongoing care. Our inspection schedule has three tiers:

3.1 Daily opening checks

Before doors open each morning, the duty manager walks the floor against a checklist: every slide is checked for cracks or sharp edges, every climber's grab points are checked for movement, every padded surface is checked for tears, and every electrical fitting (in the Galaxy zone and Dazzling Light Fantasy zone in particular) is checked for damage. Any item that fails is taken out of service immediately, and either repaired before opening or cordoned off with a clearly visible "under maintenance" sign.

3.2 Weekly maintenance

Every week, our maintenance lead conducts a more thorough audit: torque-checking bolts on climber structures, inspecting electrical wiring on light-up features, examining anchor points for the rope bridges in Adventure Trails, and testing the emergency-stop systems on motorised features (where present).

3.3 Monthly third-party-style inspection

Once a month, the whole structure is inspected against the original installation specifications. Where elements fall outside specification, repairs are scheduled and the area is closed until cleared.

3.4 Age- and height-appropriate zoning

Each zone is signed with an appropriate age range. Where a structure is unsuitable for toddlers under 3 (for example, the higher rope climbs in Adventure Trails), this is clearly indicated and our hosts will gently redirect a child to a more suitable area. The Cozy Nook and Little Paradise zones are specifically designed for the under-3s.

4. Staff training

Every UFOREA host completes structured onboarding before their first solo shift, and ongoing refresher training every six months. The core programme covers:

• First aid — including the management of bumps, scrapes, sprains, choking, allergic reactions and asthma episodes. We maintain stocked first-aid stations at the front desk and in the Cozy Nook.
• CPR (child and infant) — at least one CPR-certified staff member is on shift at all times during operating hours.
• Child supervision — recognising signs of distress, intervening appropriately in peer conflict, and supporting families with special access needs.
• Lost-child protocol — the wristband-ID system, the lockdown procedure, and the family-reunification script (see Section 7).
• Fire and evacuation — the escape routes, assembly points and headcount procedures.
• Safeguarding awareness — recognising signs that a child may be at risk, and the escalation path within UFOREA and to local authorities where appropriate.

Hosts wear branded uniforms and visible name badges so families can identify them quickly. A duty manager is on the floor at all times.

5. Allergen and food policies

5.1 No-nuts policy

UFOREA is a nut-free environment. We ask that visitors do not bring any food containing peanuts or tree nuts onto the premises. The Amuse Café menu and party catering options exclude nuts; we will not knowingly serve any item that contains nuts on our premises.

5.2 Other allergens

The Amuse Café menu is labelled with the major allergens (gluten, dairy, egg, soy, shellfish, sesame, eggs). For birthday parties, please tell us about any allergies among your guests at the time of booking — we will work with our caterer to provide a safe menu, including specific alternatives where required.

5.3 Outside food

Outside food may not be brought into the play area, with the exceptions of: baby formula and baby food (please bring whatever your infant needs), medically-required foods (please mention this to a host on entry), and sealed water bottles. This is both a hygiene policy and an allergen-control policy.

5.4 Birthday cakes

Birthday cakes for parties booked through us are arranged with our preferred bakery; if you wish to bring an outside cake we will accommodate it after discussion at the time of booking, and we will ask you to confirm the cake is nut-free.

6. Sick child policy

The fastest way an illness spreads through an indoor playground is via shared surfaces and shared air. To keep every child safe, we ask families not to bring a visibly unwell child to UFOREA.

Please do not visit if your child has, in the previous 24 hours, experienced:

• A fever above 38°C
• Vomiting or diarrhoea
• A new and unexplained rash
• Symptoms of an active respiratory infection (persistent cough, runny nose with fever, hand-foot-and-mouth disease, conjunctivitis, chickenpox or similar)

If you arrive and a child appears visibly unwell, our hosts may discreetly ask after them and, where appropriate, decline entry. In this case we will offer a free reschedule under our Sales Policy — Medical emergencies — please don't take the request personally; we make it because the other 200 children on the floor that day are also somebody's priority.

7. Lost child protocol

UFOREA is a large playground with multiple zones. Children sometimes wander between zones faster than parents can follow. We have a clear protocol for the (rare) moments when a child is briefly lost from sight.

7.1 Wristband identification

On check-in, every child is fitted with a wristband that is colour-coded for the day and bears a unique booking reference. At your option, our hosts can also write a parent's mobile number or initials on the band. The wristband is the primary way we link a found child to a worried adult.

7.2 The "soft search"

If a parent cannot see their child, please walk straight to the nearest UFOREA host — do not start searching alone. Tell us the child's name, age, what they are wearing, and the wristband colour. Hosts will immediately fan out across the nine zones and check the most likely spots first (the toilets, the costume room, the parents' lounge, and the popular slides).

7.3 The full protocol

If the soft search does not locate the child within three minutes, the duty manager activates the full protocol: entry and exit doors are monitored, hosts shift to active search, and a calm in-person announcement is made. We do not announce a child's name or appearance over a public speaker, to avoid alerting a stranger; the announcement is made to staff via radio and to families face-to-face.

7.4 Reunification

When the child is found, we ask the adult who claims them to confirm: the child's name, a detail not visible to a stranger (a sibling's name, a pet's name, the school they attend), and the wristband reference. Our host will then accompany them to the family for reunification.

8. Fire safety and emergency procedures

UFOREA's premises are compliant with Malaysian fire-safety requirements for a commercial children's-entertainment facility. The key elements are:

• Smoke detectors and sprinkler coverage — across the play zones, the café, the corridors and the back-of-house areas.
• Fire extinguishers — placed at clearly signed points in every zone, checked monthly.
• Two independent emergency exits — distinct from the main entrance, lit and clearly signed, with a guaranteed unobstructed path.
• Emergency lighting — backup-powered so that exits remain visible in a power outage.
• Fire drill — conducted every six months for staff; the drill tests the headcount procedure and family-evacuation messaging.

In the event of a real evacuation, hosts will calmly direct families to the nearest emergency exit and to the assembly point outside Island 88. Please follow staff instructions, leave personal belongings behind (they can be retrieved later), and do not return inside until cleared.

In a medical emergency requiring an ambulance, a duty manager calls 999 directly and stays with the family until paramedics arrive. The first-aid station is stocked for stabilisation in the meantime.

9. Insurance coverage

UFOREA holds public liability insurance appropriate for an indoor children's playground of this scale, covering personal injury to visitors and damage to property arising from our negligence. Coverage extends to the play zones, the café, the birthday party rooms, and the entrance area.

Where an injury or incident occurs that may give rise to an insurance claim, we ask the affected family to inform a host or duty manager before leaving the premises if at all possible. The duty manager will complete an incident report, take a brief statement, and provide the family with the report reference. This makes any subsequent claim significantly smoother.

Specific policy details may be made available on reasonable written request for legitimate purposes.

10. How to report a concern

We would much rather hear a concern than miss it. If something on your visit didn't feel right — a piece of equipment that didn't seem safe, an incident with another child or another adult, a hygiene worry, or a feeling that something was off — please tell us. We treat every report seriously.

Three ways to raise a concern:

• On the day — speak to any host or ask for the duty manager. They will act there and then where they can, and document the concern for follow-up.
• WhatsApp — +60 12-949 2683. A manager will respond, usually within the hour during operating times.
• Email — hello@uforea.net. We aim to respond within one working day.

For a serious safeguarding concern about a child's welfare that you believe needs an outside authority, please also consider contacting the relevant Malaysian agencies: the Department of Social Welfare (Jabatan Kebajikan Masyarakat) Talian Kasih helpline on 15999, or, in an emergency, the police on 999. We will fully cooperate with any such investigation.