Welcome to
PLUSHPLAY 

Q. What age group is the play equipment suitable for?

A. Our play equipment is designed for children from eight (8) months to six (6) years of age. Our party packages have the recommended age groups in the description to help you make an informed decision prior to hire. Our play equipment is not recommended for children over the age of six (6).

Specific ball pits and jumping castles in our lux range are suitable for all ages including adults - such as our white ball pit photobooth and large white jumping castle.  This has been specifically marked in the description of these items.

Q. Is the play equipment suitable for corporate/community hire?

A. Our play equipment is ideal for any event with kids under six (6) years of age including (but not limited to) Corporate events, birthdays, christenings, family fun days, conferences, Christmas parties, fetes/carnivals, childcare facilities, mothers groups, playgroups, RSL clubs, and shops. We offer the perfect solution to kids’ entertainment with a large range of play equipment to suit different tastes and needs. We are also insured.

We also cater for older kids and adult events with our ball pit photobooth and large white jumping castle.

Q. Are you able to hire the play equipment for longer than the standard (4) hour hire period?

A. Yes. If arranged prior to the delivery day, additional hours for our party packages are charged at an additional $50 per hour.‍ In the event the client wishes to extend the hire period of our party and custom packages on the day of hire, $150 will be charged per hour it is extended.

Please contact us to additional hire hours to your booking. 

Q. Does the standard (4) hour hire period include set up (bump in) and pack up (bump out) times?

A. No. Set up and pack up are usually outside the four (4) hour hire period. However if you require us to set up and pack up within the four (4) hour hire period please let us know when you complete the booking form at check out.

Q. Do you have package deals?

A. Yes, all our packages have been designed to give age suitable equipment at a discounted packaged price. We are able to substitute a maximum of one (1) item out of our packages for another of a similar value.

Q. What are your delivery fees?

A. Our party package prices include free delivery, set-up and pick-up within the ACT. If you are located outside of the ACT Border, delivery charges apply and will be required to be added upon checkout. Delivery fees outside of Canberra is as follows.

• Jerrabomberra and Queanbeyan ($50)
• Googong, Bywong, and Sutton ($80)
• Bungendore, Lake George, Gundaroo, Carwoola, Royalla, and Murrumbateman ($100)
• Collector, Yass, Gunning and Currawang ($180)
• Colinton and Bredbo ($200)
• Goulburn ($300)
  

Q. Where do you deliver?

A. We deliver to residential addresses, party venues and parks. We require ground level access (or a stair/elevator fee applies) and gates should be at least 80 cm wide. If your location does not meet these requirements, please contact us to discuss. If you are planning your party at one of the beautiful parks in the ACT and wish to hire one of our packages, please obtain a permit from Access Canberra to avoid any fines. Please be advised that we do not set up jumping castles at local parks. Risk assessments and public liability insurance certificates will be provided upon request.

Q. What days do you deliver?

A. We deliver on weekends and public holidays. Please contact us for bookings on weekdays. Due to an ongoing booking on Sundays, all Sunday bookings are managed manually. If you wish to book on a Sunday please contact us with party times and location.

Q. Do you hire equipment for evening events?

A. Yes we do. Where there is an event at licensed restaurants, clubs and function centres that will exceed 100 guests (regardless of age) or events held at a location with over 150 guests (regardless of age) will require a PlushPlay attendant present to supervise the equipment for an additional fee of $200 for a four (4) hour hire period. A meal should be provided if the attendant is present during mealtimes.

Q. Can we pick up the play equipment?

A. We are a delivery service and do not offer pick-up.

Q. Do we need to pay a Security Bond for the play equipment hire?

A. A refundable security bond is required for each hire period. The Bond amount is set at half of what the package price costs to hire.  Bond for individual items vary.

Q. Is the Security Bond in addition to the hire price?

A. Yes. The Security Bond is a refundable amount which is returned back to you if the items are in the same condition as it was when it was set up.

Q. How and when does the Security bond get paid?

A. The week leading up to your event the system will place an authorisation hold on the credit card used at the time of the booking. If there are insufficient funds or if the method used was PayPal, a payment link will be sent to you in our confirmation email (Wednesday/Thursday) before your party date to be finalised. Delivery will not take place until the Security Bond has been paid. The Security bond paid via cash on the day of your event will not be accepted. The Security Bond will be refunded to you once the items are returned to us in the same condition they were hired out (normal wear and tear acceptable) and in a satisfactory state of cleanliness.

Q. What are the usual reasons the Security Bond is retained and not returned?

A. The Security Bond will be forfeited if the terms and conditions in our hire agreement are not followed. The common reasons why Security Bonds are retained include (but are not limited to):

• Balls are not put back in the ball pit.
• Face paint/food colouring/crayon/texta/or any permanent stains are found on our items.
• Holes in our mats due to shoes and heels damage.
• play equipment is scattered outside the play area.
• sand/dirt/slime/glitter/silly string is found in the play area requiring additional cleaning.
• Tears and cuts on the vinyl coverings from sharp objects being used in the play area.
• tyre marks due to bikes/scooters being used on our play mats.
• item damage due to older kids/adults using the play equipment.

Q. How long does it take to receive  the Security Bond back?

A. Authorisation holds are usually lifted and no longer visible 1-4 business days after your event. If you paid your Security Bond using the payment link sent than it usually takes 1 -4 business days after your event to receive the amount back. However depending on the bank and method in some cases it may take up to ten business days to receive your Security Bond back.

Q. What are your payment methods?

A. We accept payment at time of booking which secures your party package and date. We accept credit card, Afterpay and PayPal payments including PayPal Pay in 4. If you wish to pay via bank transfer, please contact us.

The week of your event an authorisation hold is placed on the credit card used at the time of booking. If the system is unable to put an authorisation hold on your credit card or if you have paid by PayPal we send a payment link to settle the Security Bond which must be paid prior to your party day.

Delivery will not take place unless full payment including Security Bond has been made.

Q. What is your cancellation Policy?

A. 50% of the package price is non-refundable and will be retained if cancellation (for any reason) is received. A $25 administration fee will also be charged for cancellations made prior to 21 days before the party date.
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If you have made a booking for an outdoor set up, you should make every effort to find a suitable indoor arrangement in the case of adverse weather. If an indoor option is not available then at the agreement of PlushPlay, we will cancel the booking and hold any funds paid as a credit for any future bookings made within two years of your cancellation date.

Cancellations received between 0-21 days before your party date will not be refunded or credited and the full payment of your package price is retained. This does not include the refundable security bond (if paid) which will be released back to you.

All cancellations must be made in writing to [email protected]. Cancellation terms apply once booking has been accepted, either verbally or in writing, and take preference over any such terms in client’s standard terms.

Q. Is the play equipment clean?

A. Being parents ourselves, we place a high importance on cleanliness and hygiene. All our play equipment has been thoroughly cleaned between each hire period using an antibacterial, hospital grade wash. We do ask that our play equipment is returned in the same condition as when hired. Please read our terms and conditions as fees may apply if the play equipment is returned in an unacceptable condition.

Q. How do you ensure your play equipment is safe to hire?

A. Checks on all equipment is conducted before and after each hire use. Damages are noted in our internal registers and repaired or replaced depending on the damage identified.

Thorough annual checks on stability, strength, tears/rips, material durability and necessary electrical test and tag assessments are conducted to ensure the safe use and hire of the play equipment.

Q. What is the play equipment breaks during my hire period?

A. Our play equipment is high quality and durable, so it would be very unusual for our play equipment to break. In the unlikely event that it does due to safety rules not being followed, please don’t try and fix the item, just keep the parts together and let us know. We will then assess the damage and its cause. Please read our terms and conditions of hire as you may be required to pay for repairs or replace the entire item if damaged parts cannot be replaced. Please DO NOT let children play with or near damaged equipment.

Q. Are you insured?

A. Yes, we are insured for $20,000,000.00 Public Liability. A public liability certificate can be provided upon request.

Q. Can you add interested parties to your public liability insurance?

A. Yes. Some venues may request that you add them as an interested party on our public liability certificate of currency. If this is the case once you have booked your hire, send us an email at [email protected] and provide us with the legal entity name that would like to be added to our certificate of currency. We will then request our insurance broker to add them and send us a copy. We will then send this directly to the venue functions manager prior to the hire date.

Q. My venue has asked for your risk assessments or your engineering certificates for jumping castle hires. Do you provide these?

A. Government owned venues may ask you to provide risk assessments and/or engineering certificates for soft play and jumping castle hires.

Only jumping castles that have a platform height of 3 metres or higher are required to undergo plant registrations or have engineering certifications conducted under Work Health and Safety requirements. All our castles have a platform height of less than 80cm. Therefore we do not provide engineering certifications. Instead we have detailed risk assessments which outline how we comply with all relevant Australian standards. If your venue requires a copy of this we will send this to your venue functions coordinator/manager directly. 

Q. What are adverse weather conditions?

A. We have defined adverse weather conditions that will impact the hire of our equipment as:

• Wind speeds at 23km/ph or higher and/or wind gusts are expected or forecast on the day of the event.
• Rain forecast the day of your event or if it has rained the night before making the ground wet/soggy at the time of set up.
• Heat at 35 degrees or higher (25 degrees or high for the PlushDOME) where no shade [ such as a  gazebo or pergola] can be provided. Please note that tree shade coverage will not be considered as appropriate shade. Shade structures MUST be set up prior to PlushPlay staff setting up the play equipment.  

Q. What are your policies in the event adverse weather is expected?

A. In the event of rain:
Jumping Castles and Soft Play set ups are not suitable for wet weather conditions, the surface becomes slippery and the chance of slipping and falling becomes greater.  Jumping Castles also have an electric blower continually attached to the castle which cannot be left running in the rain. It is for these reasons we don't setup rides/castles in the rain. PlushPlay reserves the right to cancel the booking the night before or the morning of if rain is forecast. As a result, we recommend having an indoor option available to avoid cancelling your hire.

In the event of strong winds:
Jumping Castles can also be a hazard if there are strong winds or unpredicted wind gusts that can lead to the Jumping Castle being airborne, collapsing and trapping patrons. For this reason PlushPlay reserves the right to cancel jumping castle hire before the desired date if it is expected that wind speed will exceed 23km/ph or on the day of hire if the anemometer reading indicates a wind speed above 23km/ph.

 In the event of extreme heat:
Jumping Castles and soft play becomes hot to touch in direct sunlight. We advise the children use socks on the equipment on hot days and that in circumstances where no shade is provided that children wear hats and keep hydrated. If no shade is arranged and it is expected to reach 35 degrees or higher, PlushPlay reserves the right to cancel the hire due to a high risk of heat stroke/exhaustion.

Q. What happens in the event PlushPlay cancel the hire due to adverse weather conditions?

A. We will always offer other items that would be suitable indoors (of a similar value) if space allows. If an indoor space cannot be provided, then we will hold the amount paid as credit to be used within two years from the date of booking. No refunds on the package price paid will be provided. This does not include the Security Bond if authorised or paid which will be released or refunded back to you.

Q. How do I know if the play equipment will fit in the space I have?

A. Space requirements are generally listed in the package description. If you are hiring separate items and you are unsure of the space required please contact us to discuss. While every effort will be made to fit hired package/items in the space provided, if on the day we are unable to fit some items, no refunds or credits will be provided.

Q. I am having the party at home how do I prepare for a PlushPlay setup?

The play equipment is large and bulky and some items extremely heavy, please consider removing any access impediments to assist our PlushPlay staff easily access the set up location. Gates or door openings must be at least 70cm wide and the driveway must be made available to accommodate a large van as close as practicable to the set up location. If setting up indoors please ensure that furniture has been moved BEFORE PlushPlay staff arrive for set up. If you are setting up temporary shade structures (such as gazebos) to sit above the play equipment, you MUST have these set up before PlushPlay staff arrive to set up the play area. Please ensure that pets are secured at the time of set up and for the duration of the hire.

Q. What type of surfaces can you set up on?

A. For safety reasons PlushPlay will refuse setting up on the following ground surfaces:

• Pebbles, rocks and tan bark
• Muddy/soggy/wet ground
• Mixed flooring surface
• On dirt patches
• Grass with excessive pet droppings/faeces
• Unlevelled ground
• Raised platforms that are not fenced off.

No refunds or credits will be provided if PlushPlay staff arrive at the set up location and the ground surface is not adequate or safe to set up on.

Q. Are you able to set up if there are stairs to the set up location?

A. Most of the equipment can be set up at a location where stairs need to be accessed. However some items exceed allowable carry weights up stairs. Items that are unable to be lifted up stairs are identified in the item description as "ground floor level set ups only". If stairs need to be accessed you will need to apply the stair/elevator fee of $120 at checkout. This fee is also applicable for elevator access as many elevators are not wide/high enough to accommodate some of our ball pit panels plus elevator access generally adds up to an 1hr extra time to set up and pack up.