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 our online booking system, or the remaining balance must be paid in full on arrival.
**Deposits are non-refundable.** When a cancellation qualifies under our policy, we may issue a **birthday party product deposit voucher** (not cash) toward rebooking the **same party type**. Vouchers are valid **90 days** from issue, redeemable only toward a new party booking of that product through our online booking system, and are not transferable or redeemable for open store credit unless we state otherwise in writing.
"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 voucher**. This includes changes to:
- Date - Time - Package size (for example Ultimate (30 & 30) down to Super (20 & 20) or Classic (10 & 10))
**More than 14 days before the party:** the deposit may be issued as a **party product deposit voucher** when the cancellation qualifies.
**Written requests matter.** Use **Manage Booking on our website** when available, and email **info@offthewallkids.ca** to cancel or request changes. Written email creates a dated record — that is what preserves your eligibility for a voucher 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; a **party product deposit voucher** toward rebooking the same party type is the typical outcome when we approve — 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 government-mandated public health restrictions, deposits may 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.
"Product deposit vouchers — how they work"
A qualifying cancellation may result in a **birthday party product deposit voucher** — not cash and not open dollar credit. The voucher is tied to the **same party type** you booked (for example Classic, Super, or Ultimate), valid for **90 days** from issue, and redeemable only toward a **new party booking of that product** through our online booking system.
"Package size changes"
**Upgrades** (Classic (10 & 10) → Super (20 & 20) or Ultimate (30 & 30)) may be possible if space is available.
**Downgrades** from Super & Ultimate packages **down to Classic (10 & 10)** 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**, a party product deposit voucher toward rebooking the same party type 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 voucher.** How to request changes? **Manage Booking on our website + email info@offthewallkids.ca in writing.** Illness? **Case by case — usually a voucher, not cash refund.** Voucher valid? **90 days — same party type only, through our online booking system.** Phone cancel? **Not accepted for party bookings.**
Manage your booking: offthewallkids.ca/manage-your-party
Book a new date: offthewallkids.ca/kids-birthday-parties-london-ontario