Matthews, NC
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BounceU Frequently Asked Questions

COVID-19 Procedures

Do I need to wear a mask?
A mask is not required however the CDC recommends wearing cloth face coverings in public settings where other social distancing measures are difficult to maintain (e.g., grocery stores and pharmacies) especially in areas of significant community-based transmission. See https://www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/cloth-face-cover.html for more information and guidance.

General

Is there an age limit?
BounceU in Matthews is suitable for all ages. We have two large arena's filled with HUGE inflatable slides, obstacle courses, bounce houses, games, and a NEW dedicated toddler area for kids 4 and under. Our inflatable rides are quite big and manufacture safety requires minimum heights for riders(34 inches). Children that do not meet the required height will not be allowed to ride. They are encouraged to enjoy the toddler area or any of the interactive games. Non-walkers and young toddlers are NOT allowed to go on the large inflatables. Adults are not allowed on any of the inflatables.
Can we just come in and play?
At this time, we are offering Private Group Play in place of our Open Bounce sessions. This includes one hour in our HUGE inflatable arenas offering larger than life slides, obstacle courses, bounce houses, games, and dedicated Toddler areas. Your time will be split 30 minutes in each arena. The package is $99 for up to 8 children. Additional children are $10 each. Advanced reservations are required.
How often is the equipment cleaned?
Safety and cleanliness are of the utmost importance at BounceU. We have policies and procedures in place to ensure a clean and safe environment for everyone. Hand sanitizer is available to guests throughout our facility. We sanitize and disinfect daily with EPA-registered commercial grade disinfectant which kills 99.9% of bacteria and viruses. The lobby area, party rooms, inflatable arenas, and bathrooms are wiped down and disinfected regularly throughout the day. Highly trafficked areas of rides are disinfected between every event. Everyone is asked to use hand sanitizer upon entering and leaving the arenas and party rooms As a reminder, our parties are 100% private, so you will only be sharing the party space with your invited guests.
I forgot my socks! What can I do?
Everyone bouncing on the equipment MUST wear socks. We offer BounceU socks for sale at the front desk.

Birthday Party

Do I have to know my head count and other options when I reserve my party?
No. We will call you the week of your scheduled party date to confirm your head count. You can place your order for food, cake, and other add-ons at that time. Please call us with any questions that you may have.
Is a deposit required?
A $100 deposit is required to reserve your party. You may pay over the phone with a credit or debit card. The deposit is applied to the party price and is fully refundable if cancelled at least 14 days before the event date. After 14 days, the deposit is non-refundable. If paying the deposit in cash, the full base price of the event (not including tax and gratuity) must be paid in order to book.
How do I schedule a BounceU party?
It's easy! Just give us a call and we will be happy to reserve your special day and time! For your convenience, you can also request a date online or via email, and a party consultant will call you during normal weekday business hours.
You say that the party includes a certain number of guests. What if some parents want to stay and watch? Do they count as party guests?
No. Adults may stay during the party and watch the children play on the inflatables, or just relax at BounceU and socialize with other parents. They may also participate, as long as they first sign our standard Release and Waiver and are issued a wristband or a hand stamp.We host Private Parties, which means a much more controlled environment for you. Because it is more controlled, parents are allowed to bounce. We occasionally ask parents to step aside for safety reasons, during large parties.
Can I have the bounce room for a longer amount of time?
You can reserve extra time based on space available. An extra 30 minutes may be added for $50 or 60 minutes for $100. This is in addition to the regular party price. We cannot guarantee that the extra space/time will be available. Extra time must be paid for in advance in addition to your deposit, and is nonrefundable. Please contact us directly to reserve this space.
Who do you count as party participants?
If a child bounces on our inflatables, they must be paid for. Non walking infants are free. If a sibling is brought to a party to bounce, either the Party Host or the siblings' Parent are responsible for paying for that child. If they bounce, they are considered a bouncer and part of the party. Also, there will be a charge for any additional Party Favors given to siblings. If a Party Pro sees a child bouncing without a wristband, they will ask that child to climb off the inflatables.
Can I bring in my own food and drinks?
NO OUTSIDE FOOD OR DRINKS ARE ALLOWED EXCEPT FOR CAKE OR CUPCAKES. We offer cakes at competitive prices, and can save you the hassle of ordering and picking one up yourself. If you would like to serve a meal, we require that you use our menu. We have relationships with local restaurants to cater food. We reserve the right to charge a minimum $75 food charge, refuse any and all outside food and drinks, and/or refuse service to you if any outside food or drink is brought in.
Can I order extra pizza or other food once my party has begun?
Pizza can be ordered up until the start of your party. After the start of your party, we can’t guarantee it to arrive exactly when you enter the party room. We recommend you order food products the day before your party so that all meals are prepared to order with fresh ingredients. Cakes need 48 hours notice. We do not maintain extra food products on the BounceU premises.
Can I bring my own goodie bags and/or balloons?
If you are not purchasing one of our popular and inexpensive BounceU party favors you are welcome to bring your own. We offer many options at party store prices so you don’t have to make the stop yourself!!
If I am bringing in my own cake, do I need to bring in my own plates and napkins?
No. All paper and plastic products are included in your party package, and we are more than happy to supply them. If you would like the paper and plastic items to fit a specific theme, you are welcome to bring your own.
Can I use my own decorations and/or paper products in the party room?
The simple answer is: “Yes.” However, we reserve the right to say “No” depending on the decoration. To preserve the integrity of our party rooms, we do not permit wall or ceiling decorations, streamers, silly string, confetti, or many piñatas. If these items are used, you may be subject to a clean-up fee up to $25. Piñatas with pull strings are acceptable, but must be held up by an adult and cannot be affixed to the wall or ceiling.
What if I need to reschedule my party?
Parties may be rescheduled up to 14 days before your party. After 14 days a $50 rescheduling fee applies. Changing the date or time of your party will be considered as rescheduling.
I don't want to serve a full meal. Can I bring in my own snacks?
No outside food or drinks are permitted during parties except for cake. We have many snack food options you can select, including a veggie tray, fruit tray, cookies, and large party bowl of snacks. Please see Party Add-Ons page for more information. Please do not bring in food other than your party cake. We reserve the right to charge you an additional fee if non-permitted/outside food is brought to your party.
How do I get invitations for my party?
After you book your party, you can pick up your paper Invitation, along with other party information, at BounceU. Please call first before you come, as our hours of operation vary. In addition to invitation cards, access to BounceU’s online e-vite system with RSVP features is available free of charge.
I've already booked my party. Can I change it to a different party package?
You can change the size of your party up to 24 hours before your party. Since we are not responsible for low guest turnout, we cannot change party packages on the day of your party, or provide any refunds in such cases. Upgrades are permitted if we have the space to accommodate your extra guests. Some add-ons can be added up to the start of the party (such as pizza & drinks), while other items, such as cake, may require a couple days notice.
What happens if my guests or I arrive late? Can I get a time extension?
Unfortunately we cannot extend your party time when you or your guests arrive late. We host back-to-back parties every day, and staying on-schedule is critical to our guest satisfaction and operations. We recommend you ask your guests to arrive 15 minutes before the party start time for check in.
Is each guest, including adults, required to have a completed/signed waiver?
For insurance purposes, ALL GUESTS who enter our bounce stadiums must have a completed/signed waiver on file. Waivers for children under 18 must be completed and signed by a parent/guardian. For your convenience, we also include our waiver in our birthday invitation, and additional waivers are available at the front desk. Children will not be permitted to Bounce without payment and a signed waiver. If you complete an Online Waiver through our website, it will be kept on file for one year.
I don't think there is enough time in the party room, can we have it for longer?
It is our experience that our party hosts do an excellent job of making the celebration fit the allowed time. Some parents have chosen to take unopened gifts home so that the children can enjoy their meal and good company in our facility. Unfortunately, we cannot offer extra time in the Party Rooms.
How many slices are in a pizza, and how much are they?
Our pizza is cut in to 10 slices and is $14.99 for a Large one-topping pizza. Check out our Party Food section for details.
"FAQ" was last updated September 16th, 2019 by

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