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Refund Policy

Cancellations, Refunds & Transfers

Customer Cancellations:

We understand that plans can change, especially when families and young children are involved. Our policy is designed to be fair while allowing us to manage our sessions and staffing effectively.

 

  • Bookings may be rescheduled with at least 24 hours’ notice prior to the start of your session.

  • Where 24 hours’ notice is given, we are happy to move your booking to a more convenient date or time, subject to availability.

  • Refunds are not automatically issued, but rescheduling offers flexibility without losing your session.​

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Late Cancellations, No-Shows & Late Arrivals

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  • Cancellations made within 24 hours of the session start time, or failure to attend, are non-transferable.

  • This is because we are unable to fill spaces at short notice and still incur staffing and operational costs.

  • Sessions run for a fixed time and cannot be extended for late arrivals.
    If you’re running late, please let us know where possible.
    We’ll always do our best to accommodate you fairly while ensuring a great experience for all guests.

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Exceptional Circumstances

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We understand that unexpected situations can arise (such as illness). If something genuinely beyond your control occurs, please contact us as soon as possible. While refunds cannot be guaranteed, we will always aim to be understanding and review requests on a case-by-case basis.

PlayCafe Cancellations:

In the unlikely event that PlayCafe needs to cancel a session due to unforeseen circumstances, you will be offered:

  • A full refund, or

  • The option to reschedule your booking

How to Cancel:

Email us at info@playcafegroup.com

Please include your booking reference and preferred action (refund or reschedule)

Birthday Bookings & Deposits

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  • A non-refundable deposit of  £100 is required to secure your party date and time.

  • No booking is confirmed until the deposit has been received.

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Final Balance

  • Final guest numbers and remaining balance are due 14 days before the party date.

  • After this point, reductions in guest numbers may not reduce the final balance, as staffing and preparation will already have been arranged.

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Cancellations & Rescheduling

  • More than 21 days before the party:

    • Deposit may be transferred once to a new date, subject to availability.

  • 14-21 days before:

    • Deposit is retained, but additional payments may be transferred to a future booking.

  • Less than 14 days before:

    • Payments are non-refundable and non-transferable.

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Illness & Exceptional Circumstances

  • We understand that young families sometimes face unexpected illness or emergencies.

  • Where possible, we will always try to work with you fairly and compassionately.

  • Any rescheduling or credits offered outside of this policy remain at PlayCafe’s discretion.

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Cancellation by PlayCafe​

If PlayCafe must cancel due to unforeseen circumstances, guests will be offered:

  • A full refund, or

  • The option to reschedule to another available date.

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Additional Terms

  • Party start and finish times must be adhered to.

  • Additional cleaning, overtime, or damage charges may apply where necessary.

  • Decorations such as confetti, glitter, or wall adhesives are not permitted.

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