Frequently Asked Questions
Q.WHAT IS A SOFT PLAY?
A.Soft play is an activity for children that involves playing in a specially designed area with soft surfaces and equipment. Our foam-padded play equipment is used to create a structured, stimulating, and safe play environment for children, typically from infancy through six years of age. It provides great benefits for a child's development as they explore their senses and process new information
Q.HOW OFTEN AND HOW DO YOU CLEAN YOUR SOFT PLAY/BALL PIT EQUIPMENT?
A.The health and safety of our clients especially the kiddos is our utmost priority. We thoroughly sanitize, disinfect, and hand wipe each piece of our equipment (including each and every ball pit ball, floor mats, walls, etc.) after each use, using a non-toxic, medical grade eco-friendly disinfectant, which kills 99.9% of harmful bacteria, viruses, mold, fungus, and germs. Rest assured, this process has been implemented even before the pandemic, and we can guarantee that each individual equipment will be cleaned from top to bottom prior to your event.
Q.DOES THE STANDARD 4 HOUR RENTAL INCLUDE YOUR SET-UP TIME?
A.No. We arrive early to set up so you get the entire rental time to play. We allot at least 1 hour of set-up and 1 hour of takedown, so please take that into account while booking.
Q. WHICH AREAS DO YOU SERVE AND ARE THERE FEES FOR DELIVERY?
A.Delivery IS FREE City-Wide (Winnipeg) which includes set-up and take-down for any packages booked or any equipment rented for a minimum of $300. For events outside the city, mileage fee will apply. Please contact us via email for a mileage fee quote.
Q.DO YOU DO OUTDOOR EVENTS?
A.Absolutely! We love outdoor set-ups especially during the summer! We are equipped to set-up both indoors and outdoors, however depending on the forecast that week/day, we may advise you to have a back-up indoor location. All setups must be on flat, dry, clean, and safe surface. We cannot set-up in damp/rainy weather given that this may be unsafe for guests to utilize. If the weather is unsuitable or too hot, we may require a shade. Grass is acceptable as long as it is clear of dirt. If needed, we can adjust your package to fit your space. We will also be happy to provide you with the next available date if the weather does not permit.
Q.IS THERE AN AGE LIMIT?
A.For our soft-play equipment, the space is ideal for children 6 months to 5-6 years old. However, there is no age limit for our ballpits. Our standard 6x6 ft. ballpit can fit up to 5-6 adults comfortably while our mega ballpit (12x6 ft) can accommodate more adults between 10-12.
Q.HOW DO I BOOK?
A.All bookings are done on our website by selecting your packages/ballpit set-up/customized equipment based on your needs. Feel free to email us for any questions if you have any that have not been answered here prior to your booking.
Q.ARE DEPOSITS REFUNDABLE?
A.Yes, deposits are refundable within 48 hours of booking! Cancellations made 30 days or more in advance of the event date, will receive a 100% refund. Cancellations made less than 30 days but more than 14 days in advance of the event date will receive 50% refund. Any cancellation notices less than 14 days of event date will be non-refundable, however any deposit or payment can be used as a credit and applied towards future bookings subject to availability.
Q.HOW LONG IS SET-UP AND TAKE-DOWN?
A.Rental packages are based on a 4-hour rental, and set-up and take-down will approximately take an hour each before and after the event. Note that set-up and take-down does not count towards your hours. However, we will happily coordinate with your schedule to minimize any disruptions during your special day.
Q.DO YOU REQUIRE A DEPOSIT?
A.Yes, no booking is guaranteed until deposit is secured. 50% of total is due upon booking. Remaining 50% is due 7 days before your event date.
Q.DO THE CHILDREN NEED TO BE SUPERVISED?
A.Yes, we require that each child will be monitored during the use of our soft play equipment. While our equipment is soft, safe, and sanitized, an adult must be watching over the little ones as utter safety and engagement remains our top priority.
Q.WHAT ARE YOUR PLAY AREA RULES?
A.- No shoes, food, or drinks allowed inside the area. No sharp objects (keys, badges, etc). Absolutely clear of any coloured items such as facepainting. All children must be supervised at all times by an adult. Ensure children are not pushing, colliding, fighting, or behaving in a manner likely to injure or cause distress to others.
Q.WHICH PAYMENT METHOD DO YOU ACCEPT?
A.We accept credit card (Visa, Mastercard, American Express, Discover), Interac, PayPal, ApplePay, Cheques, and E-transfers to "HelloLuxBox@gmail.com".
Q.ARE WE RESPONSIBLE FOR ANY DAMAGE OF THE BALL PIT/SOFT PLAY?
A.Yes and no. You are not responsible for normal wear and tear on our equipment. If however, damage occurs due to failure to follow our safety rules or negligence such as rips or paint that is in contact with the soft play, you will be responsible for all damages up to and including repair and/or replacement of the equipment. Please read your contract thoroughly upon booking.