Frequently Asked Questions

Here you’ll find quick answers to the most common questions about Kidzplay Membership, booking visits, QR check-in, PartyHero and managing your account. If you need further support, just visit our Contact page.

MEMBERSHIP FAQs

What does Kidzplay Membership include?

Kidzplay Membership gives your family unlimited visits to Funopolis (formerly Kidzplay Shipley) during your eligible membership timeslots. More partner venues will be added soon.

Where can I use my membership?

Right now, your membership is valid at Funopolis only.
As new partner venues join the Kidzplay network, we’ll notify all members and update the Members Venues page.

Is there a maximum number of members?

Yes. We limit the number of active members to keep the experience high-quality and prevent overcrowding. When we reach capacity, new customers join a waitlist.

What happens if I cancel my membership?

If you cancel, your membership continues until the end of your current billing period.
Because membership numbers are capped, cancelling your membership means losing your place, and if you want to return later, you’ll join the end of the waitlist.

How do I cancel my membership?

You can cancel anytime through:

  • The Stripe Customer Portal
  • Or by contacting us via the Contact page

Please include the email and name used when subscribing.

Can I get a refund if I cancel early?

No. We don’t offer partial refunds. You continue to receive full membership benefits until the end of your current billing cycle.

BOOKINGS & CHECK-IN

How do I book my visits?

Bookings are made through Acuity, our online scheduling system.
Once logged in, you’ll be able to:

  • See available timeslots
  • Book sessions
  • Manage or cancel bookings
  • Receive QR codes for check-in

Why do I need to book?

Because membership access is capped, bookings help ensure:

  • Your table is reserved
  • The venue never becomes overcrowded
  • You always have a place when you arrive

How do I check in when I arrive?

Your booking confirmation includes a QR code.
When you arrive at Funopolis, simply show your QR code to the team for a quick scan.
It’s fast, simple and secure.

What if I can’t make my booking?

Please cancel your booking as soon as possible in Acuity so another member can use the slot.

What happens if I repeatedly no-show?

To protect the tables allocated to members:

  • Repeated no-shows may limit your ability to book future slots
  • You may temporarily lose booking privileges
  • Continued no-shows may lead to membership review

This ensures fairness for all members.

PAYMENTS & BILLING

How do I update my card or payment method?

You can update your details at any time via the Stripe Customer Portal.

When does my membership renew?

Membership renews automatically every month on the date you first subscribed.

What if my payment fails?

Stripe will retry your payment.
If it remains unpaid, your membership access may be paused until the payment issue is resolved.

PARTYHERO FAQs

What is PartyHero?

PartyHero is our WhatsApp-based party planner that helps parents organise their child’s party with:

  • Automated invitations
  • RSVP tracking
  • Dietary information collection
  • Optional Birthday Fund
  • Optional Party Boxes

All handled effortlessly through WhatsApp.

Do I need a Kidzplay Membership to use PartyHero?

No. Anyone can use PartyHero.
However, Kidzplay Members will receive first access to new PartyHero features.

What happens to the guest information I upload?

Guest names and numbers are used only to send invitations and manage RSVPs.
They are stored securely and automatically deleted within 90 days.

OLD KIDZPLAY MEMBERSHIPS

I have an old Kidzplay membership. What should I do?

If you still have an old venue-based Kidzplay membership, please contact us to cancel it manually.
Include:

  • Name
  • Email used
  • Any identifying details (postcode, last 4 digits of card)

We will locate and cancel your old subscription.

ACCOUNT & SUPPORT

How do I contact support?

Use our Contact page to send us a message.
We usually reply within 1–2 working days.

How will I know when new venues join?

We will email all active members and update the Members Venues page when new partner venues are added.

Still need help?

If your question isn’t covered here, just send us a message and we’ll be happy to help.

Contact Us