Birthday Party Cancellation & Rescheduling at Off The Wall Kids — Deposits, the 14-Day Rule & How to Change Your Date (London)

The party is booked. Then the guest of honour gets sick — or half the class cancels — or the date needs to move.

Here is how **cancellation, rescheduling, and deposits** work for birthday parties at Off The Wall Kids (**539 First St, East London**, Argyle near Fanshawe College). This is the plain-language version of what is in our official policy — with links so you see the full terms before you book.

Official policy: offthewallkids.ca/manage-your-party

Book a party: offthewallkids.ca/kids-birthday-parties-london-ontario

Party cost breakdown: offthewallkids.ca/kids-activities-blog/what-does-a-kids-birthday-party-cost-in-london-ontario

"The deposit — what it is"

A **20% deposit** is due within **5 days of booking**. The deposit is calculated on your **full booking value** — package, food, balloons, party host, mascots, and other add-ons you attach to the reservation.

Deposits may be paid by cash, debit, or e-transfer. A **valid card on file** is required to finalize booking through Bookeo, or the remaining balance must be paid in full on arrival.

**Deposits are non-refundable** but may become **account credit** under the conditions below.

"The 14-day rule — read this before you change anything"

Cancellation or rescheduling with **less than 14 days' notice** means the deposit is **forfeited with no credit**. This includes changes to:

- Date - Time - Package size (for example 36 & 36 down to 24 & 24 or 12 & 12)

**Written requests matter.** Email **info@offthewallkids.com** to cancel or request changes. Written email creates a dated record — that is what preserves deposit credit when you are still outside the 14-day window.

"Illness on party day"

Illness is handled **case by case**, but we mainly follow the same policy framework. Deposits remain non-refundable; **account credit** toward a rescheduled party date is the typical outcome when we can work with you — not a cash refund.

If we need to reach you on party day, staff go to the **party parents directly** at the facility or **call** if you have already left.

"Actual facility closure"

If we are **fully closed** due to public health restrictions, deposits become **refundable**. Real-world closures are evaluated case by case — during COVID we refunded or credited families. For weather: we are **generally open** on snow days when schools cancel; that is not the same as a public health closure.

"Account credit — how it works"

Credit from an approved cancellation can **sit on your account until you use it**. It can be applied to **anything you can book through our Bookeo site** — parties, drop-in bookings, camp, and other bookable products.

"Package size changes"

**Upgrades** (12 & 12 → 24 & 24 or 36 & 36) may be possible if space is available.

**Downgrades** from 24 & 36 packages **down to 12 & 12** are restricted because additional rooms may already be reserved. Downgrading with **less than 14 days' notice** forfeits the existing deposit and requires a **new deposit** for the smaller package.

We will explain when we **cannot release a room** you had blocked — another family may already be scheduled around that space.

"Add-ons with their own deadline"

Fresh fruit platters, vegetable platters, breakfast platters, **party hosts**, and **mascots** must be cancelled at least **7 days** before the party or they remain billable in full — those items are ordered or scheduled specifically for your event.

"Before you cancel — is rescheduling enough?"

Many families only need a **new date**, not a full cancel. If you are outside the 14-day window and put the request in **writing**, deposit credit toward a future party is the normal path.

Running late on party day is different from cancelling — see: offthewallkids.ca/kids-activities-blog/running-late-to-your-booking-off-the-wall-kids-london

When you are ready to rebook, the same indoor playground your guests love — **donut slide**, **ballistics arena**, unlimited play until close — is still here for **things to do in London** on the new date.

Cancellation rapid-fire

Deposit amount? **20% of full booking.** Less than 14 days' notice? **Deposit forfeited — no credit.** How to request changes? **Email info@offthewallkids.com in writing.** Illness? **Case by case — usually credit, not cash refund.** Credit expires? **No — sits until used on Bookeo.**

Manage your booking: bookeo.com/off_the_wall_bookings/customer

Book a new date: bookeo.com/off_the_wall_bookings