Frequently Asked Questions
*Updated 5/4/22
How do I book?
Take a look at our inventory and send us a booking inquiry when you’re ready! We will respond within 24-48 hours with a quote and steps to move forward. A non-refundable 50% retainer is required to guarantee your reservation. Final payment is due 72 hours prior to your event.
No deposit=No reservation.
When will you arrive to set up?
We will arrive 1-2 hours before your party depending on the size of your package. Please have parking available near the entrance. We do charge an additional fee for obstructions such as stairs, far from parking, etc.
What do I need to do before pick up?
We don’t require you to do anything but we would appreciate it if all the balls were in the ball pit and clear of children upon arrival.
What’s your cancellation policy?
All retainers are non-refundable, it is a retainer not a deposit. You can reschedule your rental for another date for up to 3 months. All changes must be made 72 hours before the event VIA EMAIL. It must be through email so the change can be made officially, not DM or text. After the 72 hour window expires, your retainer is forfeited.
Do you set up outdoors?
Yes. We have approved surfaces for outdoor set ups: dry, clean & cut grass, turf, concrete & driveways. We do not set up on: asphalt, bark dust, gravel, dirt, mud, wet grass, or sand. There is a heavy cleaning fee included for all outdoor set ups.
Weather disclaimer: We do not set up on rainy days or windy days higher than 14 mph if renting a bounce castle. You must notify us 72 hours prior to your event if you would like to cancel/reschedule due to weather. You are fully responsible for cancelling the reservation due to rain for a refund of your deposit. If you decide to continue with your reservation and there is rain forecasted on the day of your event, we will cancel the reservation & your retainer is forfeited. We recommend having a back up plan to move indoors to avoid cancelling your reservation.
How do you accept payment?
Debit/Credit, Venmo, Cash App, Zelle or Apple Pay.
Other questions? Concerns?
📧 ohanasoftplayrentals@gmail.com
📨DM us on instagram @ohanasoftplay