Refund Policy

bt_bb_section_bottom_section_coverage_image

Policy subject to change without prior notice.

Last Updated: Effective December 2025

At Playtropolis, we strive to provide safe, fun, and exceptional experiences for all guests. To ensure fairness and smooth operations, the following refund and cancellation policy applies to all bookings, admissions, and purchases.

1. BIRTHDAY PARTIES & PRIVATE EVENTS

Deposits

A non-refundable deposit is required to secure your date and time.
Deposit amounts vary by package and will be applied toward the final payment.

Cancellations

If cancelled 14+ days before the party:
Deposit is non-refundable and non-transferable, but your event can be rescheduled once within 3 months based on availability.
If cancelled within 14 days of the party date:
Deposit and any payments made are non-refundable and non-transferable.

Sick Child Exception

If birthday child is sick and party is canceled 5 days before:

Deposit is non-refundable and non-transferable, but your event can be rescheduled once within 3 months based on availability.

Rescheduling

You may reschedule only one (1) time for free if requested at least 14 days in advance.

Final Payments

Final payment is due no later than 5 days before the event.
Failure to complete payment may result in cancellation without refund. NO EXCEPTIONS

Guest Count

Package prices include a set number of guests.
Additional guests will be charged at the current per-person rate.
No refunds if fewer guests attend than expected.

Additional Guests

Additional guests must be added at least 10 days prior to the party date.

2. PRIVATE FACILITY RENTALS

Cancellations

All payments for private rentals are non-refundable.
Rentals may be rescheduled once with 21 days’ notice.

Weather or Power Outage

If Playtropolis must close due to extreme weather, power outage, or safety reasons, the booking will be rescheduled at no cost.

4. CAFÉ / FOOD ORDERS

Food and beverage purchases including any party add-ons are final sale.
For party packages with food included, no refunds will be issued if fewer guests consume the food than expected.

5. MEMBERSHIPS

Refunds

Memberships are non-refundable once activated.

Cancellations

You may cancel auto-renewal at any time.
Membership remains active until the end of the paid period.
No partial refunds or credits.

Pausing Memberships

Memberships may be paused for medical reasons with documentation.

6. PLAYTROPOLIS-INITIATED CANCELLATIONS

If Playtropolis must cancel a booking due to unforeseen circumstances (maintenance, safety, staff shortage, emergencies), you may choose:

A full credit toward a future booking, or
A full refund of the amount paid

Credits are valid for 6 months from the date of issue.

7. NO OUTSIDE FOOD POLICY

Outside food and beverages are not permitted, except store-bought cake and finger food for booked birthday parties.
Refunds will not be issued for denied entry due to violation of this policy.

8. SICKNESS POLICY

To maintain a safe and clean environment:

Sick children or adults will be refused entry.
If you notify us before your booking starts, we will reschedule your visit once at no charge.
No refunds will be issued.

9. SPECIAL PROMOTIONS, DISCOUNTS & GIFT CARDS

Promotional passes, discount codes, and gift cards are final sale, non-refundable, and not redeemable for cash.
Expiry dates apply according to Ontario laws for gift cards where applicable.

10. LIABILITY WAIVER

All guests must sign a Liability Waiver before participating in any activities.
Refunds will not be issued for failure to complete the waiver.

11.GRIP SOCKS

All kids entering the play area are required to wear grip socks. NO EXCEPTIONS
Parents/Guardians are required to wear grip or regular socks
Grip socks are FINAL SALE