RULES & POLICIES

WAIVER REQUIREMENT

1. All guests need to complete a waiver before entering.

2. Kids under 18 need an adult (18+) parent or legal guardian to sign a waiver for them. The parent or legal guardian needs to stay at the facility with their kids.

3. Complete the waiver online before your visit or in person when you arrive.​​

​

PLAYGROUND ACCESS

1. We recommend booking ahead. Drop-ins are welcome, but sometimes we might be full or have a private event. In these cases, we may need to turn away new customers until space becomes available or the private event ends. We appreciate your understanding and patience if this happens.

2. Call before your visit to check availability. We may occasionally change hours, restrict access to certain areas/equipment, or close the entire facility for regular maintenance or cleaning. We will do our best to communicate changes to hours and availability on the web site, but calling ahead is always recommended.

3. In the event of an unexpected closure (weather, power outage), we will offer to reschedule your pre-booked visit. We will do our best to accommodate in these situations, but refunds are not guaranteed.

4. Pre-booked visits can only be used for the specific date and time that was booked. We will do our best to accommodate changes based on the situation.

5. For private, exclusive use of the playground, please contact us to discuss options.

6. Wristbands are required for entry and will be provided on arrival. They must be worn for the duration of your visit and are needed for re-entry if you must step out and come back.

7. Wristbands are not transferrable and can only be used by the customers for whom they were purchased. If a wristband falls off during a visit, please let our staff know and they will provide a new one.

8. Our main playground is designed for children ages 3-12, and we have a separate, special play area designed specifically for little ones under 3. Kids 13 years or older are welcome to visit when they are accompanying a younger sibling.

9. Service animals welcome! Trained service animals that help people with disabilities are always welcome. Sorry, but pets and emotional support animals need to stay home.

 

SAFETY, CONDUCT AND REMOVAL POLICY

1. Follow the rules and stay safe. For the safety of everyone, all guests (adults and kids) must follow all rules, follow directions from staff, and always play safely.

2. Children need to always be accompanied and supervised by an adult (18+) parent or legal guardian. That means staying in the facility and keeping your eyes on your kiddo. Our amazing team keeps the facility safe, but we need you to do the same for your children!

3. All guests need to wear socks at all times in the play area. Socks must have no-slip padding.

4. Shoes and bare feet are not allowed in the play area. If needed, no-slip socks can be purchased at the front desk.

5. Little ones only in the toddler area. Our toddler soft play area is designed for children under 3, so bigger kids should stick to the other play areas. We expect only very gentle play from guests in the toddler area.

6. Listen to and follow directions from staff. If our staff observe unsafe behaviour, they will politely speak to the guests and ask them to stop the unsafe behaviour.

7. Please be kind and respectful to our staff. They're here to help everyone have fun and be safe!

8. Read and follow all posted signs. They have rules to help keep all of our guests safe and happy, so please read them and help your children understand them.

9. If you see anything unsafe, please tell our staff right away and we will take action to resolve it.

10. Please walk, don’t run because people can get hurt if they run into each other. Please stay safe and walk in all areas of the playground.

11. Our slides are one-way only and guests should never climb up the slides. Always use the stairs and ramps nearby to get to the top. Guests must slide feet first, not headfirst, and be sitting or lying down, never standing on any part of the slide. Only one slider is allowed at a time, so wait for the person ahead of you to clear the bottom before you go.

12. When using any equipment that moves or swings, always watch out for others that are nearby to avoid unintentional bumps.

13. Our climbing structure has different levels, so pick what feels right for your little one's confidence and ability and don’t go where you feel uncomfortable.

14. Take turns and share. Many of our activities can be used by a limited number of guests at the same time. Please be respectful of other guests and wait patiently for your turn before using the activity.

15. We love hearing happy kids making happy sounds, but let's keep the volume at a level where everyone can enjoy themselves.

16. Please respect our activity equipment and use it gently and as intended.

17. Keep accessories for activities in their original area. Parts that are moved to other areas of the playground can be a danger to others and will prevent guests from using them for their intended purpose.

18. We may ask guests to leave without refund for any behaviour that causes safety concerns, damages property, or disrespects staff or other guests. This includes, but is not limited to, threatening, aggressive, disrespectful behavior, repeated refusal to follow safety rules, destructive behavior toward equipment or facilities, language or behavior that makes other guests uncomfortable, or being under the influence of alcohol or other substances.

19. In case of emergency, please follow instructions from our staff right away. They will help everyone stay safe and call emergency services as needed.

 

PERSONAL BELONGINGS

1. We are not responsible for lost, stolen, or damaged personal belongings. While we do our best to keep everything safe, you are responsible for your personal items. Any items left behind may be discarded. We may hang on to items left behind for a short time, so please call or visit if you think you left anything.

2. Valuables like purses, phones, or wallets should be kept with adults at all times and never left unattended.

3. Alcohol, cannabis, smoking or vaping is not permitted in our substance-free facility.

4. Strollers can be parked just outside the main entrance. Unfortunately, we don’t have space inside for them.

5. Speakers or other audio devices loud enough for others to hear are not allowed unless approved in advance for your special event.

6. Glass containers or anything sharp is not permitted in the facility for safety reasons.

 

HEALTH, HYGIENE & CLEANLINESS

1. Hand sanitizer stations are available throughout the facility. Please use them when you arrive and as needed during your visit.

2. Wash hands in the washroom sinks before and after eating and after using the washroom.

3. Cover coughs and sneezes by using your elbow, not your hands.

4. If you’re feeling under the weather, we hope you feel better soon and ask that you stay home and get better before you visit. Our responsibility is for the safety of all our guests, so in some cases we may need to ask you to come back another day when everyone's feeling great.

5. Please don't visit if anyone in your group has symptoms of fever, vomiting, or diarrhea within 24 hours prior to visit, cough or symptoms of a cold, any contagious condition, or an unknown rash.

6. If someone becomes ill during your visit, please let our staff know immediately so we can help and ensure the area is properly cleaned and sanitized.

7. Tell our staff about spills. We would be happy to clean up accidents, just let our staff know and we will take care of it.

8. Diaper changes happen only in our designated changing areas inside washrooms, not in the play zones.

9. Bumps and bruises happen. If there's an accident or injury, don’t move the individual, and tell a staff member right away. We have first aid training, and our staff will assess the situation and provide help as needed. We'll complete an incident report and may ask for your contact information.

 

FOOD & DRINKS

1. Keep the mess in the right place. All food and drinks need to stay in our café or party room areas. No snacks or drinks in the play areas, please.

2. Simple snacks are welcome, such as cut fruit, vegetables, sandwiches, wraps, and non-alcoholic drinks.

3. Baby food and anything needed for medical reasons is allowed.

4. Call us ahead of your visit or ask our front desk team when you arrive to chat about any other foods you're thinking of bringing. We're happy to let you know what works best in our space and what keeps everyone safe and happy.

5. Keeping everyone safe from allergies. We're a nut and shellfish-aware facility. Please don't bring any food with peanuts, tree nuts, or shellfish onto the premises. While we work hard to keep these allergens out, we can't guarantee a completely allergen-free space, so we really appreciate everyone's help with this.

 

PARTY AND EVENT HOSTING

1. All children attending must be accompanied by an adult (18+) parent or legal guardian.

2. All of our regular rules apply to private parties and events. We want everyone to have an amazing time and be safe.

3. A non-refundable deposit is required to reserve your booking. See the pricing information or ask us for details.

4. The remaining balance is due on the day of the event, prior to the scheduled start time.

5. Need to cancel your booking? Within 24 hours of the original booking, we will give a full refund. 21 days or more before the scheduled date, we will refund deposit minus a 3% processing fee to cover our transaction costs. Less than 21 days before the scheduled date, we can’t guarantee a refund but will offer to reschedule your event.

6. Need to reschedule your booking? 21 days or more before the scheduled date, you can reschedule once for free. Any additional changes or rescheduling less than 21 days before the date will cost $50 each.

7. The number of guests is limited based on the purchased package. See the package details or contact us for more information. Need a bigger room? If we have space, you can upgrade to a larger package. Unfortunately, we can’t downgrade to a smaller package after booking.

8. Hosts and guests should arrive no more than 15 minutes before the scheduled start time and the event will only begin at the scheduled start time. We need time to clean and prepare the room before your event starts.

9. Host and guests must vacate the room and remove all personal items by the scheduled end time, so we can clean and prepare for the next event. Any overtime may be charged to the hosts at a prorated rate based on standard event price plus 25%.

10. Bringing food and decorations? Please do not bring anything that could be a safety hazard (e.g. sparklers). You're welcome to bring a birthday cake, cupcakes, non-alcoholic drinks, simple foods like fruit and veggie trays, sandwiches, and wraps.

11. Want to bring anything else? We want your event to be perfect! Give us a call ahead to chat about any other foods or things you're thinking of bringing. We're happy to let you know what works best in our space.

12. Decorating tips: Please only use painter's tape to stick decorations to the walls. No confetti, glitter, piñatas, or anything that might damage our walls.

13. Basic cleaning is included in the price. Excessive and unreasonable messes that require more than basic cleaning may incur additional costs to the host.

14. Any damage caused by you or your guests to the facility, equipment, or decorations not considered normal wear and tear may be charged to the hosts based on the full repair or replacement cost, including materials and labour.

 

PASSES AND MEMBERSHIPS

1. All of our regular rules apply to guests with passes and memberships. We want everyone to have an amazing time and be safe.

2. Passes and memberships are non-refundable.

3. Passes and memberships are not for resale. They must be used by the original purchaser and their immediate family only.

4. Passes and memberships can only be used on the days allowed by the type of pass or membership purchased, during regular opening hours. They can’t be used if our facility is closed for any reason, including for private events, maintenance, weather, or if the facility is at capacity.

5. Passes and memberships include one adult (18+) parent or legal guardian per visit.

6. Passes and memberships are for a specific child and are not transferrable or shareable with other children.

7. Memberships allow unlimited visits during the membership period.

8. Memberships may offer additional benefits depending on the type of membership purchased. These benefits are not guaranteed and may be discontinued at any time without notice.

9. Memberships may be revoked if safety rules or behavior guidelines are violated. 

 

PHOTOS & VIDEOS

1. All guests must comply with all applicable laws and regulations regarding photos, videos, streaming, or any other type of recording.

2. Please be respectful of other guests when taking photos or videos.

3. No recording of any kind is permitted inside washrooms.

4. On occasion, we may take photos or record videos for promotional or marketing purposes. We will ask for signed permission from any guests who may be recorded before we do this.

5. Security cameras are in use throughout the interior space for safety and security purposes.