- PARTY CONFIRMATION: Once you book your party using our online reservation system, you will receive confirmation by email which confirms your party. If you do not receive your confirmation email within 30 minutes of completing your reservation and it is also not in your spam folder, email us at [email protected] to let us know so we check to see if your reservation was received. Usually, if party reservation emails do not go through it is because you made a typo in your email address or the credit card was declined. If you have any party questions or need any party changes, reply to all on your invoice email. We prefer all party communication via email to avoid any miscommunication.
- WAIVER POLICY: All guests are required to sign and comply with HippoHopp waiver of liability upon entering our facility. For persons under 18 years of age, a waiver must be signed by a parent or guardian.
- FOR BIRTHDAY PARTIES, IT IS ESSENTIAL THAT PARTY GUESTS SIGN THE WAIVER ONLINE IN ADVANCE WITH YOUR PARTY ID – This will allow faster check-in so guests will not miss out on any party play time.
- ALL INJURIES MUST BE REPORTED: All injuries must be reported immediately to an HippoHopp staff member and must absolutely be reported before leaving the facility.
- SOCK POLICY: Socks are required for kids and adults (for everyone) to enter. It is your responsibility to inform everyone you invite – kids and adults – that socks are required for them to attend your party. If anyone doesn’t have socks they will be available to purchase at admissions. If anyone is unable or unwillingto purchase the socks, those socks will be given and charged to your party.
- PRIVATE EVENT SCHEDULE: Please be aware that our establishment may be hosting private parties during certain times. If a private party is scheduled during your visit, we may ask you to leave the premises to accommodate the event. We encourage you to visit on a different day or arrive earlier to enjoy our facilities until the reserved party time. You will be notified of the private events ahead of time and if you wish to change your party time, subject to availability, we will be happy to work with you to accommodate.
- PARTY DEPOSIT POLICY: A deposit is required to make a reservation. The amount of the deposit will be determined by the reservation system based on the dollar amount of the party you have reserved and will be determined by the reservation system. Party time slots will not be held without deposit for any reason.
- PARTY CANCELLATION POLICY: Your party deposit is non-refundable when there are 21 days or less to your party date. Your deposit is refundable MINUS a $50 Processing and Loss of Business fee if there are 22 days or more remaining to your party date. Cancellations must be requested in writing by replying to all on your party invoice email. Refunds take 10-15 business days to process.
- PRIVATE PARTY DEPOSIT POLICY: The full amount of the party package plus tax will be required in order to make a reservation. Party time slots will not be held without deposit for any reason.
- PRIVATE PARTY CANCELLATION POLICY: Your party deposit is non-refundable when there are 21 days or less to your party date. Your deposit is refundable MINUS a $50 Processing and Loss of Business fee if there are 22 days or more remaining to your party date. Cancellations must be requested in writing by replying to all on your party invoice email. Refunds take 5-10 business days to process. Private Parties may not be rescheduled when there are 21 days or less to the party event.
- FOOD FOR CANCELED PARTIES: You are responsible for paying for any party food items canceled with less than 48 hour notice for all types of parties and events reserved and can make arrangements for picking up those food items.
- PARTY RESCHEDULING POLICY: A $50 Processing fee will be applied to any party that needs to be rescheduled with less than 21 days of party date. A party may not be rescheduled more than once and there will be no refund on deposit for any rescheduled party for all types of parties and events. Private Parties may not be rescheduled when there are 21 days or less to the party event.
- REMAINING BALANCE PAYMENT POLICY: The remaining balance of your party must be paid in full on the day of the scheduled event. We accept Visa, MasterCard, Amex, Discover, Apple Pay and Google Pay. Credit cards must be present to use. We do not accept cash or checks.
- ADDING ADDITIONAL FOOD POLICY: If you would like to add any additional food to your party reply to all on your invoice email at least 5 days in advance. If there are less than 5 days to your party we will do our best to accommodate these last-minute requests but will not be able to guarantee and those will be subject to availability. If you order additional food during your party, we will do our best to accommodate but your party time will not be extended due to any late orders.
- FOOD DOWNGRADE POLICY: You will be responsible to pay for any party foods (i.e., platters/pizzas) that you have ordered without at least 48 hours notice of cancellation via email notification.
- ADDITIONAL GUEST POLICY: An additional fee will be added for each participant that attends above the party package limit. Your party host will accommodate additional guests with all items included in your party package. If you know that you will have a significant number of additional participant guests (5 or more) before your party date, you should do your best to communicate that to us in advance so we can do our best to accommodate the additional guests. Remember to include the birthday guest of honor in your head count.
- GUEST DOWNGRADE/DECREASE POLICY: You are required to pay for the number of guests you reserved for even if those guests do not attend. You have until 21 days prior to the scheduled event to downgrade the number of guests attending your party. If you are reserving a party within 21 days of the scheduled event, downgrades will not be permitted.
- LATE ARRIVAL POLICY: If you or your guests arrive late to your party we will do our best to accommodate you within the time you have left for your reservation but no additional time will be given for late arrivals – no exceptions.
- OVERSTAYING YOUR RESERVED TIME: You must vacate your party table per your reserved time or you will be automatically charged an additional $100 per 15 minutes. Our staff must have time to clean and setup for our next guests.
- OUTSIDE FOOD POLICY & OUTSIDE CATERING FEES: Outside food other than cake, cupcakes and ice cream cups are not permitted in HippoHopp. If you have special dietary needs, permission must be granted at least 48 hours ahead of time by HippoHopp or these foods will be considered outside foods. If any additional foods or drinks besides the birthday dessert or approved special diet items are brought into HippoHopp an outside catering fee will be automatically charged. You are welcome to arrange to pay the outside catering fee in advance if you wish to bypass our party menu and bring in your own foods and beverages (non-alcoholic only). Outside Catering Items are limited to a maximum of 3 different items allowed, dry items only – nothing that may leak sauce, etc.
- REMAINING BALANCE PAYMENT POLICY: The remaining balance of your party must be paid in full on the day of the scheduled event. We accept Visa, MasterCard, Amex, Discover, ApplePay and GooglePay. CREDIT CARDS MUST BE PRESENT TO USE. WE DO NOT ACCEPT CASH OR CHECKS.
- GUEST LIST POLICY: You will be required to manage your guest list and all guests that arrive for your party, sign in on your party’s list and enter your party room will be considered additional guests for your party and you will be charged accordingly. We recommend that if you do not want to include siblings or children not specified on your party invitation, you should make this clear to your guests in the invitations before they arrive at HippoHopp for your party.
- DROP OFF POLICY: All children must be supervised. Drop-offs are not permitted. NO EXCEPTIONS.
- ADDITIONAL DÉCOR: You are welcome to bring additional décor for your party room and your party host will do her best to help you set up those additional items such as table covers, plates napkins and birthday banners. If you bring anything more elaborate you will need to arrange for you and some helpers in your party to assist in putting those items up and keep in mind that all additional décor must be taken down within 10 minutes of your party end time to avoid Additional Time Fees. We do not allow bubbles, silly string or confetti or any substance that will make the floor slippery – You will be automatically charged a $50 Cleaning Fee if you bring any of these items into our facility. You may bring your own balloons to the party but they must already be inflated – WE DO NOT HAVE HELIUM AND WILL NOT INFLATE ANY BALLOONS. You are welcome to bring a piñata but you will need to bring the rope and 2 people who are willing to hold each end of the rope as we do not have a place to hang the piñata, and you should discuss timing with your party host to avoid Additional Time Fees.
- REMOVAL OF PROPERTY: All party decor that is supplied by HippoHopp is the property of HippoHopp and not to be removed from the party room. This includes wall decor, balloon weights, utensil holders, buckets for gifts and shoes, etc. If party décor or other HippoHopp property is removed from our premises, you will be automatically charged for the cost of replacement for that item.
- ALCOHOL/DRUGS POLICY: No drugs or alcoholic beverages allowed inside HippoHopp or on HippoHopp premises – including the parking lot.
