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Frequently asked

party questions

Party Booking & Deposit

.

How do i book a party package?


Simply call our friendly team on 07 5665 9645. Alternatively, email or message us on facebook! Details we'll need - Date/Time Preference? (subject to availability) Name? Phone Number? Birthday Child's Name & Age? Approx. Number of Guests? + $50 Deposit to Lock in your Booking (non-refundable) Once you've secured a party spot and paid the deposit, send out invitations and get ready to celebrate. Either print off the invitation templates provided on our website, or provide your own. Don't forget to remind your guests to bring their socks




How much is the deposit?


To secure a party/event booking, a deposit of $50 is required. Payment can be made either over the phone or in store. This deposit is deducted from the total cost of the party, with the remaining payment due on the party day. This deposit is strictly NON-REFUNDABLE.




What happens if i have to cancel or postpone my party?


Simply contact the centre to notify staff as soon as possible! 07 5665 9645 A booking may be postponed up to 9 days prior to the event without forfeiting the deposit. If postponing, the party can be moved up to 2 months from the party date (no further). If moving a booking within 9 days of the event, a portion of the deposit may be forfeited to cover any supply or wages costs (dependant on the timeframe, up to max $50) Cancellations require a minimum of 10 days notice prior to the event. If cancelling, the deposit is non-refundable although may be used as a credit* towards entry and at the onsite cafe. CREDIT VALID FOR ONE MONTH FROM THE DATE OF CANCELLATION ONLY! (restrictions apply when using any credit*) Parties cancelled within 10 days of the event date will forfeit the full deposit amount with no credit. No exceptions as we will not be able to fill a party spot with such short notice. (this cancellation policy also applies to 'no shows')




When do I need to confirm the party details?


Our friendly team will contact you a few days out from your party to confirm final guest numbers, kids lunch options, and any extras or parent platters you may wish to add. You will also need to notify staff of any food allergies or special requests during this confirmation. Forgot to add something? We will do our absolute best to accomodate, although unfortunately, any changes made closer to your party will be subject to availability. Final payment will be due on the day of your event. Any outside hire or special requests/services may require payment ahead of time. your party booking attendant will notify you of this upon booking.




Where do i find invitations and more information?


Either use our invitations available on our website to print or send online, or create your own invites! Invitations are available via bigtopplayhouse.com.au/parties if using your own invitations, don't forget to remind kids to bring socks! More information is available in our FAQs section of our website, or contact our friendly team directly on 07 5665 9645. We're here to help! (check trading hours when calling - or leave a message and our team will return your call the following business day). We're always available via email or Facebook message too!





Booked and Ready to Party!

.

How do i book a party package?


Simply call our friendly team on 07 5665 9645. Alternatively, email or message us on facebook! Details we'll need - Date/Time Preference? (subject to availability) Name? Phone Number? Birthday Child's Name & Age? Approx. Number of Guests? + $50 Deposit to Lock in your Booking (non-refundable) Once you've secured a party spot and paid the deposit, send out invitations and get ready to celebrate. Either print off the invitation templates provided on our website, or provide your own. Don't forget to remind your guests to bring their socks




How much is the deposit?


To secure a party/event booking, a deposit of $50 is required. Payment can be made either over the phone or in store. This deposit is deducted from the total cost of the party, with the remaining payment due on the party day. This deposit is strictly NON-REFUNDABLE.




What happens if i have to cancel or postpone my party?


Simply contact the centre to notify staff as soon as possible! 07 5665 9645 A booking may be postponed up to 9 days prior to the event without forfeiting the deposit. If postponing, the party can be moved up to 2 months from the party date (no further). If moving a booking within 9 days of the event, a portion of the deposit may be forfeited to cover any supply or wages costs (dependant on the timeframe, up to max $50) Cancellations require a minimum of 10 days notice prior to the event. If cancelling, the deposit is non-refundable although may be used as a credit* towards entry and at the onsite cafe. CREDIT VALID FOR ONE MONTH FROM THE DATE OF CANCELLATION ONLY! (restrictions apply when using any credit*) Parties cancelled within 10 days of the event date will forfeit the full deposit amount with no credit. No exceptions as we will not be able to fill a party spot with such short notice. (this cancellation policy also applies to 'no shows')




When do I need to confirm the party details?


Our friendly team will contact you a few days out from your party to confirm final guest numbers, kids lunch options, and any extras or parent platters you may wish to add. You will also need to notify staff of any food allergies or special requests during this confirmation. Forgot to add something? We will do our absolute best to accomodate, although unfortunately, any changes made closer to your party will be subject to availability. Final payment will be due on the day of your event. Any outside hire or special requests/services may require payment ahead of time. your party booking attendant will notify you of this upon booking.




Where do i find invitations and more information?


Either use our invitations available on our website to print or send online, or create your own invites! Invitations are available via bigtopplayhouse.com.au/parties if using your own invitations, don't forget to remind kids to bring socks! More information is available in our FAQs section of our website, or contact our friendly team directly on 07 5665 9645. We're here to help! (check trading hours when calling - or leave a message and our team will return your call the following business day). We're always available via email or Facebook message too!





After Hours Private Functions

Can I bring a birthday cake?


YES, of course! Its not a party without cake! We can assist with storing cakes or cupcakes either in the fridge or freezer (dependant on size and space available on the day). Please ensure your cake does not contain nuts! Please avoid Macarons as they usually contain almond flour or almond meal (nut products)




Can we bring outside food and drinks?


Yes. Parties booked outside trading hours (private functions) are welcome to bring along their own outside food and drinks. ALL outside food, drinks, decorations and supplies must be removed or disposed of by you (example: outside pizza boxes or drink cartons are to be taken with you when the event is over). You are welcome to set up a cake table or buffet table, although please ensure NO food or drinks are taken into the play areas. We take no responsibility for any food or drinks provided by you. Please avoid Macarons as they contain almond flour or almond meal (nut products). Feel free to contact our staff if you have an questions regarding your event.. 07 5665 9645




What parent platters and extras are available?


After Hours private party packages include 1x FREE mixed hot platter for the parents to enjoy. you're welcome to add extra platters from our party flyer menu (ordering 4 or more? ask our team for a discount!) Parent Platters are available for pre-order, otherwise the cafe may be open throughout your event for guests to purchase food or drinks for themselves (the cafe will close 1 hour prior to the conclusion of your event) Check out our party flyer for parent platter options and pricing. We can also arrange a parent 'drinks tab' for the day. This tab can be as free-flowing or as restricted as you like, completely personalised to your budget. Outside drinks are allowed into the centre for After hours parties, with any rubbish being removed at the conclusion of the event by you. we do not take any responsibility for food or drinks provided by you or an outside caterer. Terms and Conditions apply. Extras such as face painting, pinatas and balloon twisting are available! check out our party flyer for more information and pricing. more options can also be found on the party section of our website. You are welcome to bring in outside entertainers/costume characters, although they must provide us with their blue card and a certificate of liability. we take no responsibility for these outside entertainers.




How much is adult entry and what about siblings?


All parents of party guests are free to attend There are a few options for siblings of party guests: Siblings are just $5 per child entry only, Otherwise you're welcome to add siblings to the party. Please let your party host know your choice prior to the party start time. The cafe will be open for siblings to purchase food/drinks if they are not included in the party. the cafe will close 1 hour prior to the conclusion of your event.




Can I decorate or bring party bags/balloons?


Decorations/Balloons: YES! we encourage guests to bring fun accessories or balloons to enhance their party theme. You may start setting up 30 minutes prior to your party start time. unfortunatly earlier set up is not available as the centre is being used by other guests and parties. if you require more time, you will need to book the party 15-30mins minutes later ($50+ surcharge dependant on time required). A party host will be available to assist with your decorations as needed. We recommend dropping off some decorations (especially any table cloths/tableware) the day before your event so your party host can begin setting up as soon as the space becomes available. Latex Helium balloons only last 8 hours, whereas foil helium balloons can last a few days so please keep this in mind if planning to drop off these prior to your event. Please Note: Only Mounting Tack (Blu-Tack) may be used to hang decorations on the wall, and ALL decorations must be removed at the conclusion of your event. Need some help for decorations? ask our team as we've only hosted a MILLION parties so we've seen some pretty cool ideas Party bags may be included in your package, however you're welcome to bring novelty toys to add to our bags or supply your own bags (please ensure NO nut products!). Party bags must be handed out as children leave to ensure no small toys or candy wrappers are taken into the play equipment.




What happens during our party?


Please speak with one of our party team to discuss the run down of the package you have booked. Each party package runs differently. if you would like your party run a certain way, please discuss with our team and we'll do our best to accomodate where possible. We're available either via phone (07 5665 9645) or via our Facebook page Staff Areas restricted at all times, regardless of package booked




How do i leave feedback about my party?


Positive or constructive, we want to hear it! Happy? Best day of your childs life? Fallen in love with your party host becuase she was THAT AWESOME? Planning to book for next year? We want to hear about it! shout it from the rooftops on Facebook or Google, or even just shoot us a private message to bigtopplayhouse@yahoo.com so we can thank our team for their hard work. A public review helps our local family business to grow, and is one of the best ways to thank your party host! Not so happy? something went wrong? Email us! bigtopplayhouse@outlook.com During your party, staff are always happy to help with any questions or concerns to ensure you're enjoying the special day. if something isn't going the way you planned, speak with your party host or the duty manager so we can work with you to improve your experience. Remember, we can't fix a problem we don't know about so keep up communication with your party host to ensure your party is just the way you like it. We have proceedures in place for many reasons (time management, safety, etc.), and your host will run through our party run plan for the day at the start of your event. at the conclusion of your event, your party host (or a cafe attendant) will ask if you enjoyed the party... this is the perfect time to share any feedback. especially if you had an AWESOME time or even if you think we could improve in some areas. we're here to listen and get better!




When do we need to leave?


Guests will need to leave by the conclusion time of your event. There is a surcharge of $75 per half hour after the conclusion of your event if guests are still in the venue (with a grace period of 10mins). There is 30 minutes allocated for cleaning and resetting after your party. Any decorations or supplies you have, need to be removed from the venue in this time and disposed of in your own way. the surcharge will apply for excessive cleaning needed or removal of your decorations if these are the reason for the delay. final payments are due at the conclusion of your event please speak with our team if you're unsure of these conditions




Who will supervise the kids?


Parents/Guardians are responsible for themselves as well as all children they bring into BigTop Playhouse. our 'house rules' still apply to after hours parties. Staff and party hosts are not responsible for children. Party hosts will host party and entertain children with games and slide races. Socks are compulsory for anyone using the equipment. Behavior will be monitored of all children and adults, and guests may be asked to leave if their behavior is not coherent to the environment of the venue (at the discretion of the staff). Adults that are intoxicated will be asked to leave. smoking is not permitted on the premises.




Can I hire the venue without needing the party extras?


Yes! we offer venue only hire This option allows you to provide the food, drinks, entertainment and music. Do it yourself in our awesome play centre venue you will have full private venue hire (hire per hour), with the cafe open for food/coffees/snacks and 2 staff onsite! speak to our team about your options! 07 5665 9645 Perfect for birthday parties with more adults than kids, work functions, end of year class/group/club celebrations, or adult events that need to allow for children attending. Share your ideas with us and we can plan the fun! available 7 days after normal trading hours.