Cancellation Policy

Special Events

For special events such as Christmas, Halloween, Easter, Carnival, Mother’s and Father’s Day, or any other special play session:

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• Tickets are non-refundable.

• Rescheduling for sickness reasons, we must be notified at least 24 hours before your session begins.

  • If we are not notified within 24 hours, we won’t be able to reschedule your ticket. However, you are welcome to sell or transfer your ticket to someone else. They can simply provide your name at the door.

  • Rescheduling can only be done once and must be rescheduled within the next 3 months after your original booking. You have 7 days to reschedule to a new session. 

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Rescheduling for Other Reasons

• For non-sickness-related reasons, you must notify us at least 7 days before your session begins. Rescheduling must be done within 3 months of your original booking and can only be done ONCE.

  • ​If the sessions available during this period are not suitable for you, we regret that we cannot extend the rescheduling window. You are, however, welcome to sell or transfer your ticket to someone else, who can attend on your behalf by providing your name at the door.

• Once you contact us to reschedule, you are responsible for selecting a new date within 7 days. If you don’t confirm a new date, the rescheduling option will no longer be available.

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Examples of Invalid Rescheduling Requests

1. Booking for yourself but your friend didn’t manage to book because we’re fully booked.

2. Your friend or relative is sick, but you and your party are not.

3. Deciding to change your plans because the weather is too nice to spend indoors.

4. Forgetting about your session or realizing you’ve double-booked your day.

5. Feeling too tired or “not in the mood” to attend.

6. Wishing to swap times because another session seems less busy.

7. Changing your mind because your child isn’t as interested anymore.

8. Realizing your child has a birthday party later and you need extra time to prepare.

9. Any other reason that has nothing to do Minilopolis, its operations and services.

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1. How do I buy tickets for Minilopolis? Does everyone require a ticket?

Tickets must be purchased online; they are not available at the door. You’ll receive a confirmation email with a booking reference that must be shown upon arrival.

• Children 6 years old and under, as well as accompanying adults require a ticket. Our ticket system is as follows:

  • 1 adult is included with every child ticket.​

  • Additional adults MUST purchase an extra adult ticket. Ideally, this is done also online as, if we are fully booked we may refuse entry.

  • Children over 6 years old do not require a ticket however they must stay in the cafeteria at all times. Children under 18 years old are not considered responsible adults and therefore they are not allowed inside as carers or monitors for their younger siblings or friends.

  • Babies under 12 months do not require a ticket and are allowed inside the village and Woodland with responsible adults..

2. What if I don’t receive the confirmation email?

Check your spam folder or verify your email address. We’re not responsible for missing emails, so please ensure your details are correct.

3. Can I transfer or cancel my ticket?

Please see our cancellation policy above.

4. What if fewer than 4 children are booked for a session?

If fewer than 4 children are booked, we may need to cancel the session. We’ll offer you a refund or the option to reschedule.

5. Can Minilopolis cancel my booking?

Yes, if needed due to circumstances like Covid restrictions. We’ll contact you to reschedule.

6. What are the age restrictions?

• Minilopolis is designed for children between 12 months and 6 years old.

• Older children will not be admitted to the play village. They must remain in the cafeteria, and we are not responsible for keeping them entertained. Unlike extra adults, they do not require a ticket to stay in the cafeteria.

  • It is your responsibility to ensure all your children are comfortable, while also ensuring that younger kids inside the play area are supervised by a responsible adult. Children over 6 years old cannot act as monitors for their younger siblings or friends.

  • We kindly ask that you do not attempt to sneak in older children, as this is unfair to our younger guests and goes against our policies. Your understanding and cooperation are greatly appreciated in maintaining a fun and safe environment for everyone.

7. What if I lose something at Minilopolis?

We are not responsible for lost items. Any found items will be held for up to two days to be collected. After that period they are discarded.

8. Are there cameras at Minilopolis?

CCTV is used for security. You can take personal photos of your children, but we only use images of children for promotional purposes with parental consent.

9. What if I encounter a problem during my visit?

Inform a staff member immediately for assistance.

10. What are Minilopolis’s safety and cleanliness measures?

We follow strict protocols for cleaning and safety.

11. Can I bring outside food or drinks and can I wear shoes?

You may bring snacks with you. We do not accept any food deliveries or takeaway food to be consumed at our premises. Shoes are to be left at reception. You can wear shoe covers, but since these are made of plastic, we try to avoid them as much as possible.

12. What if I fail to book the correct play session?

It’s important to book the correct session, especially age appropriate ones. We may not be able to accommodate you if the booking is incorrect, so please double-check your reservation.

Play Sessions

13. How long are the play sessions?

• Regular sessions are 90 minutes. Other session times may vary. Please read the description of the play session you are booking carefully.

14. When should I arrive?

• Please arrive no earlier than 5 minutes before your session starts. You will not be allowed inside before that.

15. What if I arrive late?

• If you arrive late, you can still enjoy the rest of your session until the scheduled end time.

16. Can I stay between back-to-back sessions?

• For a smooth experience, we kindly ask all guests to leave the venue to allow us to prepare for the next session.

17. When do you close for cleaning between sessions?

• We take a 30-minute break between sessions for cleaning and resetting the play areas.

18. What happens when my play session ends?

• At the end of your session, we kindly ask that you leave the play area immediately. This ensures we have enough time to clean, reset, and prepare for the next group or close on time. Please note that lingering in the venue to eat, feed your children, or socialize is not permitted after your session has ended. We appreciate your understanding and cooperation in respecting these guidelines to help us maintain a smooth schedule for all our visitors.

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