Policies & Rules
Memberships Terms
All memberships are billed on a recurring monthly basis starting from the original date of purchase.
You will be automatically charged every month on the same date as your initial purchase.
All Memberships are final. No refunds will be issued once a pass has been purchased.
Cancellation Policy:
To cancel your membership, you must send an email to play@surpriseshine.com.
Cancellations require at least 14 days’ notice before your next billing date to avoid being charged for the upcoming month.
Late cancellation notices (less than 14 days) will result in one final billing period.
Liability Waiver
To ensure the safety and a smooth experience for all guests, everyone attending—adults and children—must sign a waiver before entering the play space.
Follow these steps to reserve your visit:
1. Click the reservation link provided on our website or app.
2. Create an account, starting with the main adult. Be sure to fill out all required information.
3. Add Relationship(s)- add your family members—children, spouses, or other adults—one at a time. (Only date of birth is required.)
4. Sign the waivers for each person. *Important: Be sure to SIGN each tab (relationships that were added) before clicking save.
5. Click “Save” once all waivers are signed.
6. Complete the reservation and pay the amount due.
Open Play
Reservations & Cancellations:
Reservations for open play can be canceled at any time—no fees or penalties.
Play Pass Validity:
All open play passes expire 1 month from the date of purchase.
Unused sessions will not carry over beyond the expiration date.
Refunds:
All Play Pass purchases are final. No refunds will be issued once a pass has been purchased.
Birthday Party
Party Schedule (Run of Show):
30 minutes setup
2-hour celebration
30 minutes clean-up
Party Options:
🎉 Party Room (During Business Hours, Semi-private):
Time slots: 9:00 AM–12:00 PM or 12:00 PM–3:00 PM
Capacity: 10 children + 15 adults (25 total guests)
🎈 Main Lobby (Private, After Hours):
Time slot: 4:00 PM–7:00 PM
Capacity: 10 children + 25 adults (40 total guests)
Booking & Payments:
A 50% deposit is required to secure your date and time.
A signed agreement must be completed at least 1 week prior to your party date.
Questions or Special Requests?
Email us at events@surpriseshine.com—we’re happy to help you plan a magical celebration!
Special Events
Tickets & Cancellations:
All Special Events tickets are non-refundable.
If you need to cancel, you may receive a credit to use toward a future Special Event.
Credits do not expire and can be transferred to another family upon request.
Enrichment Classes and Camps
Refunds & Enrollment:
No refunds will be issued for classes or camps.
Families may join a camp after it has started and will be charged a prorated rate based on the remaining days.
ESA (Empowerment Scholarship Account)
Payments:
ESA funds must be received before the first day of class or camp in order to participate.
Families are responsible for ensuring payment is completed on time to reserve their spot.
Facility Rules
1. Walk, don’t run – Let’s keep play safe for all little feet.
2. Watch your children at all times – Adult supervision is required in all areas.
3. Clean up after yourselves – Please return toys and materials when you're finished.
5. Make safe choices – Be kind, take turns, and use equipment properly.
6. Grip socks are required – All children must wear grip socks in the main playroom.
7. Shoes must be worn in the restrooms – For health and safety.
8. No food or drinks in play areas – Eating and drinking are only allowed in the lobby. Please help us keep classrooms, sensory spaces, and the main playroom clean and safe.
9. Keep all toys in their respective rooms. No toys on the Cafe Loft.
10. Playpen is for babies under 12 months or toddlers learning to walk.