Refund Policy

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Refund Policy

All bookings are non-refundable. We are not required to provide a refund, credit or transfer if you change your mind.

Please refer to the New Zealand consumer protection website for more information.

Our refund and exchange policy complies with the New Zealand Consumer Guarantees Act (CGA)

Chipmunks Playland Day Passes, Gift Cards & Multi Entry Passes

Unfortunately, we are unable to offer refunds on cancellations for our range of playground passes and gift cards. Please note that multi-passes, gift cards, fun passes, and other in-store promotions are non-transferable and valid only at the Chipmunks store where they were purchased. 

Each franchise is independently owned and operated, and for this reason, passes and promotions cannot be used at another venue. 

For full terms and conditions applicable to multi-passes and gift cards, you can view them at the checkout on ROLLER. For purchases at older stores, terms and conditions can be provided directly by the store. 

Birthday Party Packages

When you book a birthday party package, a $50 non-refundable deposit is required to secure your reservation. This is not just an upfront fee—it will be directly deducted from the total cost of your package. So, by the time you make the final payment, the $50 will have already been accounted for, reducing your outstanding balance.

The remaining balance for your party package must be settled at least 72 hours prior to your scheduled booking. If you make a payment but then decide to cancel the booking, it is fully refundable, as long as it is more than 72 hours before the event. Please note that the $50 deposit is non-refundable.

However, if you cancel the event within 72 hours of your scheduled booking, the full payment becomes non-refundable. This goes for all purchases related to the booking.

Packages are non-transferable and valid only for the designated store.

Private Venue Hire Packages

When booking a private venue hire package, a non-refundable deposit of $200 is essential to secure your reservation. This amount will be directly deducted from the overall cost of your package, reducing your outstanding balance.

Additionally, a $200 bond is required as security against potential issues such as uncleanliness, soiling within the playground, misuse of equipment, theft, breaking or damaging gear, or venue damage, and to ensure that guests depart promptly. If all conditions are satisfied, the bond will be refunded within a week. Further details on the expectations for a timely departure can be found in the Party Terms and Conditions.

The remaining balance for your private venue hire package, and the bond, should be paid a minimum of 10 working days prior to your event. Cancellations made more than 10 working days before the event will result in a full refund, except for the $200 deposit.

If you cancel within 10 working days of the event, you will be charged a 50% cancellation fee.

Cancellations within 72 hours of the booking will make the entire payment non-refundable, to cover costs associated with preparations and the limited window for new bookings. However, your $200 bond will be refunded within a week from the cancellations.

Packages are non-transferable and valid only for the designated store.

A private venue hire package lasts for 2.5 hours, spanning from 5:30 pm to 8:00 pm. This ensures exclusive access to all play zones and café seating areas. If you wish to extend your event, an additional hour can be secured for $200 during the checkout process. Keep in mind that any payments made are non-refundable if cancelled within 72 hours of the scheduled booking.

All details, including the guest list, additional food platters, additional hour, and special dietary needs, require confirmation and payment at least 72 hours before the booking. All payments made within 72 hours of your booking are non-refundable.

Payment Disputes

Chipmunks Hawke’s Bay has implemented ROLLER Software to manage our booking, ticketing and payment processing.

Any transactions will be displayed on your bank statement as a charge by Chipmunks Hawke’s Bay via

By transacting you agreed to ROLLER’s terms of service and ROLLER’s privacy policy. If you have a concern or dispute with any payment you can contact ROLLER by visiting