Frequently Asked Questions
1. What age group is your soft play equipment suitable for?
Our soft play equipment is designed for children aged 5 years and under with adult supervision.
How far in advanced do i need to book?
We recommend booking as early as possible to secure your preferred date, especially for weekends and holidays, which tend to fill up quickly. Ideally, booking at least 1 week in advance ensures availability, but we’ll do our best to accommodate last-minute requests whenever possible. For special themed requests we ask for 2-3 weeks in advance. Contact us for more.
What is your cancellation policy?
Cancellations made 7 days before the event will receive a full refund. Any cancellations beyond this will not receive the deposit back. For last-minute cancellations due to weather, we will reschedule the event and try our best to work with you to accommodate.
Soft Cloud Venue Approval & Cancellation Policy
At Soft Cloud, we require that all clients confirm venue-related approvals, permits, or licensing requirements directly with their event location (such as halls or venues) prior to booking. It is the client’s sole responsibility to ensure that our equipment and services are permitted at their chosen location.
We do not issue refunds for cancellations resulting from lack of venue approval, permits, or required licenses unless we are notified at least 7 days before the event date.
If we are not informed at least 7 days in advance of any issues that may prevent setup or delivery, the booking will be considered non-refundable.
Do you set up in outdoor locations?
Yes, we set up in outdoor locations as long as the surface is dry, flat, and free from debris.We do not set up on rocks, dirt, mulch or gravel no exceptions. If the temperature exceeds 80 degrees, we will add an automatic Canopy Fee of $60, if there is no pre-existing shaded area. Please Read next question for more.
WHAT IF WEATHER CONDITIONS ARE HIGH?
A canopy fee of $60 will be automatically added for outdoor events when temperatures exceed 80°F, if there is no pre-existing shaded area. This helps ensure that everyone stays cool and comfortable, and that our equipment remains in optimal condition.
Cancellations or reschedules due to weather may result in a small fee, and we’ll do our best to accommodate your event with as little disruption as possible.
What happens if it rains or the weather is bad?
In the event of inclement weather, we may need to reschedule your booking. If you’ve already booked for an outdoor event, we will reach out to discuss options and can provide a canopy for an additional fee.
Are there any cleaning fees?
A cleaning fee may apply if the equipment is returned excessively dirty. We recommend keeping the play area clean and following the guidelines provided for safe use.
What does the deposit go towards and when is it due?
$150 deposit is due once we’ve confirmed booking.
A $150 non-refundable deposit is required at the time of booking to secure your event date and package. Your date is not reserved until the deposit is received. This amount goes toward your total balance.
Remaining balance is due AT DELIVERY. If the deposit is not made within 24 hours of receiving the invoice, the date will be released.
How long can I rent the soft play equipment for?
Our soft play rentals are available for all-day use within our business hours of 9:00 AM to 7:00 PM.
If your event is located in Contra Costa County or nearby, next-day pickup may be available—just ask us when booking to see if it can be arranged.
For events outside the local area, all equipment must be picked up by 7:00 PM the same day.
Next-day pickup, if approved, comes with a $50 fee and must be scheduled ahead of time.
Do you offer themed setups?
Yes, if there is a theme you’d like us to match we’d be happy to work with you to ensure your vision aligns with our equipment. We ask that you reach out 2-3 weeks in advance to discuss. If there is just a specific color you have in mind you are welcome to choose from pink, white, beige, and blue for ball pit colors.