Frequently Asked Questions

Packages

  • All of our base prices are for 4 hours of play time. This excludes the set up and pack down time, unless otherwise agreed.

  • The size requirements of each package type is outlined in each listing. Please check the packages section to ensure you have enough space to set up.

    Our EVA mats are 1m x 1m each so we can adapt the layout to suit a space, however, the total area requirement will still remain the same.

  • Unfortunately we are unable to swap hire items in each package.

  • At this stage Luxe Play do not offer this service.

Booking and Payments

  • Our live scheduling system lists available booking times for your preferred package.

    Our operational hours are currently Saturday and Sunday 8am - 6pm with booking times ranging from 10am - 1pm.

    If you have a weekday booking in mind please contact us and we will see if we can schedule this in.

  • Our scheduler has an automatic 5 day cut off point built in. To secure available last minute bookings you will need to contact us directly via email or social DMs to secure package(s).

  • All of our packages are complete as a stand alone product, however, the following additional charges may apply:

    • Add ons that are listed in each package description. Charges associated with these are displayed in the listing.

    • Delivery charges will apply if you are located outside of 20km from Willetton 6155 HQ. Please refer to our Delivery Policy for associated charges.

    A security bond of $200 applies to all booking.

  • A $200 security bond applies to all bookings. This is to cover additional charges in the unfortunate event that the equipment is returned in poor condition.

    The security bond charge will be pre-authorised 2 days prior to the booking and released upon return and inspection of the equipment’s condition as outlined in the Terms and Conditions.

  • Two days prior to your booking, we will request your bank place a hold against the $200 needed for the security bond. The funds won’t leave your account but will appear as a pending transaction that you’re unable to spend. When the equipment is collected, inspected and if in good condition, we will release the hold.

    The pending release can take up to 7-10 working days and the period is determined by your bank.

  • To secure your booking, a $200 deposit is required. This payment is made through our Stripe payment processor online which accepts Visa and Debit cards.

    After the deposit is received, we will review the details in your booking form in order to issue a final invoice.

    Final invoices are required to be settled in full 7 days prior to the booking date. Failure to do so will result in cancellation of your booking and forfeiture of your deposit.

  • Unfortunately, due to possible add on costs, only an initial deposit can be accepted online to secure the booking.

    After a final invoice is issued this can be settled in full anytime up to a week before the booking.

  • Bookings can be cancelled by notifying us in writing at luxeplayperth@gmail.com. A $50 cancellation fee will apply when refunds are required to be processed as well as applicable fees outlined in Clause 3.2.1 - 3.2.4 of our Terms and Conditions.

Delivery and Set up

  • Luxe Play do not offer personal pick ups due to safety reasons. Your safety is our number one priority, and we ensure set up is done safely and in accordance with the manufacturers instructions.

  • Delivery times start from 9am and collection of the equipment latest by 5pm.

    If you require delivery or collection outside of these times please contact us directly at luxeplayperth@gmail.com.

  • Luxe Play delivers up to 50km from Willetton 6155 HQ. Please refer to our Delivery Policy for further information.

  • Yes, we can set up our soft play equipment on flat, dry outdoor surfaces.

    However, if it rains on the day and you decide to cancel, we are unable to offer a refund as outlined in the Terms and Conditions. For this reason, we highly recommend having wet weather back up options so your event can go ahead as planned.

  • Please allow at least 1 - 2 hours each for set up and 1 hour for pack down. Exact set up and pack down times can be found on each package listing.

Health and Safety

  • Our play equipment is thoroughly cleaned by disinfecting and wiping down between each hire period. The equipment also has a quick touch up clean on site before handover.

    We also ask that play equipment is left clean and in same condition during your hire period.

    Please read our Terms and Conditions as fees may apply if play equipment is returned in an unacceptable condition.

  • When outdoors the dome needs to be placed in shaded area as it will make it uncomfortable for use when left in sun for hours.

    Ensuring safety in our domes is crucial to prevent accidents, injuries, and property damage. When outdoors our domes are securely grounded using sand bags to prevent them from being lifted by wind.

    Adult supervision must occur during the hire at all times to prevent accidents and structural damage. We also recommend no more than 5 people be in the dome at any time.

  • At this stage we don’t have Public Liability Insurance, though we are in the process of obtaining this cover.