Refund Policy

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.

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