Matthews, NC
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BounceU Frequently Asked Questions

COVID-19 Procedures

Do I need to wear a mask?
A mask is required per local guidelines for anyone 12 years and older.
What other measures are you taking to follow social distancing protocols?
We have implemented numerous measures to limit contact, including contactless payment options, digital kiosks, reduced cross-traffic between parties, and online waiver registration.
How do 100% private parties make it safer to celebrate?
As always, our 100% private parties (play arenas and party rooms) provide you the opportunity to be in control of who attends your event and allows us to clean and sanitize the party space between each event. We sanitize and disinfect prior to each event 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 prior to each event. This method allows for fuller coverage on all surfaces, short drying times, and a cleaner environment within the facility to keep our guests and employees safe.

General

Is there an age limit?
BounceU in Matthews is suitable for kids up to 12 years. We have two large arenas filled with HUGE inflatable slides, obstacle courses, bounce houses, and a NEW dedicated toddler area for kids 4 and under. Our inflatable rides are quite big. Our slides have a minimum height requirement of 34 inches. Children that do not meet the required height will not be allowed to use the slides. They are encouraged to enjoy the bounce houses, obstacle courses, and toddler areas. Non-walkers and young toddlers are NOT allowed to go on the large inflatables.
Can we just come in and play?
At this time, all of our events are based on reservations. We are offering Private Play Dates 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. We use EPA-registered commercial grade disinfectant which kills 99.9% of bacteria and viruses. Spray misters are used to sanitize the inflatable arenas prior to each event. The lobby area, party rooms and bathrooms are cleaned and disinfected after each event. Hand sanitizing stations are available throughout the facility. Everyone 12 years and older are asked to wear a face mask and practice social distancing. 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. If you forget yours, 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?
We will call you approximately one week prior to your scheduled party date to confirm your head count. You can confirm all the details then. Additional food items, balloons, and experiences can be added at that time too.
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 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 and can save you the hassle of ordering and picking one up yourself. We reserve the right to refuse service to you or anyone in your party 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.
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, glitter, or confetti. If these items are used, you will be subject to a $100 clean-up fee.
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. No changes are allowed the day of the party.
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!!
Can my guests return to play after the party room?
Unfortunately, guests may not re-enter the arenas after playtime. Since our parties are 100% private,other parties will be utilizing the facility.
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 or cupcakes. We have many snack food options you can select, including a veggie tray, fruit tray, ice cream cups, and a variety of snack bowls. Please see our 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.
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.
How do I get invitations for my party?
After you book your party, you will receive a booking letter confirmation that includes a link with digital and printable invitations.
Is each guest, including adults, required to have a completed/signed waiver?
For insurance purposes, ALL GUESTS who enter our arenas 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.
I don't think there is enough time in the party room, can we have it for longer?
You may extend your time in the party room based on availability. An additional 30 minutes is $50 and 1-hour is $100. This time must be booked and paid for in advance. The additional amount paid is non-refundable within 14 days of your event.
How many slices are in a pizza, and how much are they?
Premier Plus and Spectacular Party packages include large one-topping pizza for the kids. Each pizza is cut into 12 slices. Additional pizzas are available for purchase up to the start of your party. Large one-topping $15; two topping $16; specialty pizzas $18. Gluten free and dairy free available upon request. Check out our Party Food section for details.
Can I have access to the party room to decorate before my party?
When our party schedule permits, you may access the party room while your guests are in the arenas. Please check with the desk manager to confirm prior to your party.
"FAQ" was last updated September 16th, 2019 by

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