Matthews, NC
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BounceU Frequently Asked Questions

COVID-19 Procedures

Do I need to wear a mask?
In compliance with local mandates, everyone 5 years and older is required to wear a face mask.
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 regularly. We sanitize and disinfect 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, a few arcade games, and dedicated toddler areas for kids 4 and under. Our inflatable rides are quite big. Our slides have a minimum height requirement of 34 inches and a maximum weight limit of 200lbs for all inflatables. 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?
We offer Open Bounce sessions throughout the week and occasionally on the weekends based on space available. Available times are posted on our online calendar a few days prior to the event. Open Bounce sessions are only available to kids 12 years and under. 2-hour Open Bounce sessions are $12.99 per child. Adults are free.
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 daily. The lobby area, party rooms and bathrooms are cleaned and disinfected after each event. Hand sanitizing stations are available throughout the facility. In compliance with local mandates, everyone 5 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 the week of 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 click the Book A Party button at the top of our website or give us a call and we will be happy to reserve your special day and time!
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. 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. There is a weight limit of 200lbs for all inflatables.
Can I have the bounce room for a longer amount of time?
Extra time may be added the week of the party based on availability. On weekdays, An extra 30 minutes may be added for $50 or 60 minutes for $100. On weekends, an extra 30 minutes is $75 and 60 minutes is $150. 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, CUPCAKES, OR COOKIES. We can save you the hassle of ordering and picking these up yourself by ordering these items from us directly. Contact us for details. 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 day prior to your party. If additional pizzas are needed the day of, please check with the front desk. All food items are catered in, therefore, we cannot guarantee availability the day of the 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. Cupcakes, cakes, and cookies need at least 72 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.
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 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.
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!!
I don't want to serve a full meal. Can I bring in my own snacks?
You may bring in cake, cupcakes, or cookies, however, no other outside food or drinks are permitted.
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 based on availability up to the start of the party (such as pizza, snack bowls, ice cream cups & drinks), while other items, such as fruit and veggie trays, cake, and cupcakes may require a few days notice. Please check with your Party Pro.
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.
I don't think there is enough time in the party room, can we have it for longer?
Extra time may be added the week of the party based on availability. On weekdays, An extra 30 minutes may be added for $50 or 60 minutes for $100. On weekends, an extra 30 minutes is $75 and 60 minutes is $150. 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.
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.
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. 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 second arenas. Please check with your Party Pro for the available time.
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.

Open Bounce

Do you offer weekend open bounce times?
Open Bounce sessions are scheduled around our booked Private Parties and Playdates. We generally offer 2-hour sessions during the week and occasionally on the weekends when space is available. Available sessions are posted on our online calendar a few days prior.
"FAQ" was last updated September 16th, 2019 by

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