Frequently Asked Questions
Edit Bookings Online

  1. Two-factor authentication (or 2FA) is an important security measure that requires two forms of verification to confirm your identity.

  2. BOUNCE has introduced two-factor authentication as an important security measure to protect your booking from being modified by anyone who shouldn’t. 

    This change will add a second layer of protection in addition to your password and increase security to further protect your account and personal information.

  3. You’ll be asked to verify your identity using a 6-digit code when you next log into your BOUNCE account. You’ll need to enter the verification code sent to your email address to complete the 2FA setup for your account. You must verify your identity, otherwise you will not be able to access your account.

  4. Your 6 digit code will be sent to the email address associated with your BOUNCE account. Make sure to check your spam and junk folders.

  5. Yes, you can now adjust the number of party guests online! You can edit your booking by accessing your BOUNCE account on our website.

  6. If you’re worried about increasing your booking, know that we will always do our best to accommodate any group. We do have some limitations around group size which are linked to having enough space to fit your group and enough awesome hosts to give you the party that you deserve!

    To make sure you have enough space, we reserve a room sizeable enough to fit everyone in (we have a number of different sized rooms across and within our venues) and we also set aside space on our trampoline floor so everyone has room to jump.

    To make sure we can host your party properly, we have a maximum ratio of guests to any one host, depending on the age of the kids. 

    When we increase a booking, the reservations made for your original booking may not always be enough to cover these needs. In this case, the best people to speak to is our bookings team. They can be reached via the Contact Us page.

  7. We know it’s hard to know the exact number of guests when booking in a birthday party, so we’ve built into our terms and conditions that you’re able to reduce by a maximum of 5 jumpers from the number originally booked. This applies to all BOUNCE parties, as long as the booking still meets our minimum number of 10 jumpers.

    If you have made a large booking, we may need to make adjustments to the space and hosts we have booked on your behalf when reducing the booking. This is a manual process, so if you are having trouble with reducing your booking size it’s likely because our Contact Centre team needs to shuffle some things around as a part of reducing the booking. For help, visit the Contact Us page.

  8. Changing catering or other party inclusions is no issue at all! On the ‘Edit Booking’ page, you will be able to select from the same catering options given when booking online, as well as add on any extra platters or inclusions you might need.

  9. Our venue team will need to order all the stock needed to cater for your party a little while ahead of your booking. For this reason, we require a minimum of 5 days notice when adjusting any catering or extras on your party booking.

  10. For general access bookings, you are able to adjust the date and time of your booking up until 2 hours prior to your start time. Just sign into your account to get started! Party bookings take a little bit more planning and preparation, so we require a minimum of 7 days notice to reschedule a party booking.

  11. Bookings are non-refundable and non-transferable, meaning we are unable to cancel your booking and issue a refund. As long as we have enough notice, you are able to reschedule your general access or party booking to a later date. There is no limit to the number of times a booking can be rescheduled, provided the booking has not passed.

  12. You can change the ticket or party type that you have booked via our online system. However, you are unable to change your venue.
    If you need to change your venue, get in touch with our team via the Contact Us page.

  13. Parties cannot be edited online within 5 days prior to the booking. To make a change within this timeframe, please call or email our contact centre.

  14. Yes! You can change your ticket between on and off-peak time slots by accessing your BOUNCE account on our website.

  15. Yes! You can change the duration of your session by accessing your BOUNCE account on our website.

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