Frequently Asked Questions
Have a question? Want to know a bit more about the rental process, our company, or our sanitizing process? To help you get you the answers quickly, we’ve compiled a list of popular questions you may have, along with our answers. Can’t find what you’re looking for? Get in touch with us and we’ll be more than happy to help.
What areas do you deliver to?
As of August 2021, our headquarters have moved to Sacramento, CA but we can setup parties all over the Bay Area! All deliveries within 5 miles of Sacramento, Union City or San Jose, CA (95123) are included in your package, based on availability. For any cities outside of this delivery area, please contact us before booking online. An additional delivery fee of $2/mile may be incurred.
When is the final payment due?
You will receive an invoice for the remaining balance the Monday prior to your event. You can use this invoice to make your payment online. Final payment is due the day before your party/delivery. Forms of payment include PayPal, Zelle, Venmo and credit card.
What happens the day of the party?
A staff member from Soft Play Parties will arrive approximately 45-60 mins prior to your event start time. If you can pre-arrange a parking place for our delivery vehicle, this would be much appreciated. Please ensure that there is a clear path which our staff can use to bring in the equipment. The area for setup must be dry and clear of any animal or bird excrement. (Sorry, our services do not include cleaning up poop!) If you have any pets that may be in the area, we ask that you temporarily secure them away from the soft play setup space. Also, we know the kids will be excited to play in the soft play as soon as we arrive but to ensure we are as efficient with our time as possible, we ask that you have your children wait until we are completely done before playing in the area. We will sanitize the soft play equipment as we are assembling. We will bring clean bags of pre-sanitized ball pit balls to each party. We will let you know when the soft play area is done and confirm the pickup date/time. We will return at the end of your party and breakdown the soft play party area. It would be helpful if all the ball pit balls were back in the ball pit when we return - a great last game for the kiddos :)
How do you sanitize your party equipment?
We use the manufacturers' recommendation of 1:5 bleach to water to sanitize, then wipe down equipment to ensure any wet residue is not left behind. We can also use organic wipes, antibacterial agents, and hospital grade sanitary wipes.
What is your policy for damaged products?
If a piece(s) of party equipment gets damaged, there will be a repair/replacement fee charge depending on the extent of the damage. Damage to equipment would be in the form of tears, cuts, punctures and permanent stains. Please do not walk in the soft play party area with shoes on or bring food and drink into the play area.
What materials are your equipment pieces made out of?
Phalate free and BPA free plastics, made in the USA.
What days and hours are available for booking parties?
Most parties are held on the weekend so we make ourselves available with extended hours for booking: Saturday and Sundays from 10am to 8pm. We are also available for parties during the week: Monday through Friday from 10am to 6pm.
Do you offer any discounts or promotions?
We do offer a 10% discount for our repeat customers and offer some promotions throughout the year. (Please mention this when booking online). Make sure to subscribe to our emailing service to ensure you receive promotion notifications.
What is your cancellation policy?
For a full refund of your deposit, we ask that you notify us of your request to cancel at least 1 week prior to your party date. For cancellations made after this deadline, your booking deposit is forfeited.
What happens if it rains the day of the party?
At the time of booking, we will try to research if weather may be an issue for your outdoor soft play party. If so, we can arrange to move the party setup to an indoor space, provided there is enough room. If the soft play setup cannot be moved to an adequate indoor space due to inclement/unforeseeable weather changes, your deposit can either be fully refunded or we can simply rebook your party to a different day. Note: We do not offer our services for any outdoor locations in the months of January and February unless the weather forecast has been completely clear of rain 1 day prior to your party.
What ages are your parties suitable for?
We find that kids of all ages can't resist playing in our soft play parties; however, our party areas are meant to be a safe space for babies, toddlers that are 3 years old or younger. If you have older kids who will be attending your party, we also do rent out items that may be more suitable for them (ie. waffle blocks, stackable blocks and a large inflatable movie screen with projector)
Are outdoor party setups required to have a tent for shade?
If the weather indicates that the sun will mostly be shining during the hours of your party and the setup is outdoors, we do highly recommend that a) the setup is in a location that will remain completely shaded or b) you provide your own tent/canopy to cover the soft play area or rent one from us. Our canopy rentals are $40 additional with a soft play party package booking and based on availability.
Are there any restrictions when renting a soft play party?
To maintain the quality and integrity of our soft play equipment, we cannot set up on ground that is wet, sharp, very slanted, or containing animal feces. We also will not setup inside areas where it is obvious that people are smoking inside and/or that smells like smoke inside. If you have rented a party package from us and we arrive to discover these conditions, your rental will be cancelled and your booking deposit will be refunded back, minus a $50 delivery charge.
