Refund Policy - Chipmunks Playland & Café

Overview

This page outlines the refund policy that applies to any purchase at any Chipmunks Playland & Café location. Chipmunks may update these terms at any time without notice.

All Chipmunks stores operate under a unified refund policy to ensure a consistent customer experience across the country. The only differences between stores relate to store-specific pricing, deposits, bonds, and add-on costs. These differences are outlined on each store’s booking page and websites.

Prices and packages, including GST, are subject to change without notice.

If you have any questions about this refund policy, please contact your local Chipmunks store.

All bookings are non-refundable. We are not required to provide a refund, credit or transfer if you change your mind. Our refund and exchange policy complies with the New Zealand Consumer Guarantees Act (CGA)

Please refer to the New Zealand consumer protection website https://www.consumerprotection.govt.nz/general-help/common-consumer-issues/refund-replacement-repair/ for more information.

Store-Specific Conditions

Birthday Party Packages

A non-refundable deposit is required. Deposit amount varies by store – please refer to the booking page or contact the franchise directly.
Pricing for additional children and package add-ons varies by location. Please check the Birthday Party Packages page for store-specific pricing.

Private Venue Hire

A non-refundable deposit is required.
A bond is required and will be refunded if conditions are met.
Pricing for additional hours, cleaning fees, and other add-ons varies by store. Please refer to the booking page or contact the franchise for details.

Chipmunks Playland Passes & Gift Cards

Unfortunately, we are unable to offer refunds on cancellations for our range of playground Multi-Passes, General Admissions, Drop-Off Services, Chipmunks After Hour Parties and Gift Cards. Please note that Multi-Passes, Gift Cards, Fun Passes, General Admissions 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 General Admissions and promotions cannot be used at another venue.
For full terms and conditions applicable to Multi-Passes, General Admissions, 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.
Where age is applicable to the price, if a child looks older than the age limit for their ticket, we may ask for proof of age at entry. General Admissions and Multi-Passes tickets are valid for 365 days from the date of purchase. Pre-purchasing a General Admission or Multi-Passes ticket does not guarantee entry if our venue has already reached capacity at the time of your arrival.

Merchandise

When purchasing merchandise online – which could include but is not limited to party favours, socks, or other branded items – either as purchase online or as an add-on. We will do our best to reserve your selected items. However, in the event that a specific product is unavailable at the time of your purchase, the store will provide a refund on the product.

Birthday Party Packages

When you book a birthday party package, a 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 deposit 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 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 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 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 non-refundable 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 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, running from 5:30 pm to 8:00 pm, Monday to Sunday. 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 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

All Chipmunks Playland & Café locations use ROLLER software to manage bookings, ticketing, and payment processing.

Any transactions will be displayed on your bank statement as a charge by Chipmunks (Store Name) via rllr.co.

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 rllr.co.