Find answers to some of the most commonly asked questions about our play equipment
What are your operating hours?
We deliver our play equipment seven days a week. If you’ve sent us an email or left a voicemail, our current response time is around 48 hours, but we are always aiming to be back in touch as soon as possible.
We are ever grateful for your patience and support!
How far in advance should I book a play space?
We advise clients to book at least 4-6 weeks in advance to avoid disappointment – especially if you have a specific playspace in mind, (but from one procrastinator to another..) even if you’re party’s just a few days away, we are always happy to check our availability for you!
What are your cleaning measures relating to Covid 19?
You can see the steps we take in our Cleaning Protocol document https://sprogandsprocket.ca/our-cleaning-process/
I've rented play equipment from another company before and it was dirty on delivery. Are your playgrounds and play spaces clean?
Absolutely! After each rental we inspect and clean every piece of play equipment, including the washing and sanitization of every last ball in our ball pools!
Do I have to clean the equipment before I return it?
What happens if damage occurs to the play equipment?
How many children is your portable playground suitable for?
Our Portable Playground can accommodate up to 20 children, depending on age and size. The playground is well suited to have a mix of ages (best for age 2+) playing at the same time as long as some discretion is used by the older kids and an adult supervises the play.
How long is my rental for?
Our rental periods vary depending on the service and package selected. The duration of your rental will be confirmed with you when we respond to your enquiry. For full-service delivery packages, rentals are for up to 4 hours.
What happens if I would like to have my rental collected after 7pm?
There is a late collection fee of $75 for any collections after 7pm. We will not collect past 10pm.
What space is required for your portable playgrounds and soft play spaces?
Our toddler soft play spaces are very versatile in the types of spaces we can set them up. Part of our consultation process is helping you to choose the most suitable package for the space that you have for set-up.
Our Portable Playground can be set up in most double garages or (weather permitting) on most driveways.
It is the renter’s responsibility to ensure there is enough space for the package they have booked. A refund will not be given if there is not adequate space for the package booked.
What type of surface can the play equipment be set-up on?
Most flat surfaces are OK for our play equipment, except where there is mud, excessive dampness and puddles. We are not able to set up on dirt or gravel. The area must be free of dirt and debris; the person renting the equipment is responsible for clearing the area of any dirt or debris BEFORE we arrive with the equipment. Grassy areas should be inspected for sticks, sharp items like broken glass, and large stones. Areas like driveways, garage floors or other hard services should be well swept before we arrive for delivery.
Can you set-up in parks?
Setting up in parks is outside of the scope of our general set-up, however, in some cases we can still provide a play space to park locations. There is an additional consultation/site inspection fee and an additional setup fee for this service.
The city will often require you to obtain a special permit. It is the renter’s sole responsibility to obtain the correct permits and permissions for your location. Your permit or proof of booking your space is required no later than the morning of your event. If you do not secure the correct permissions and we are unable to set up when we arrive no refunds will be issued.
Is there a delivery fee?
Our smaller pick-up packages have been designed with customer collection in mind and for this reason, have a different delivery fee schedule. We will quote you at the time of booking in this scenario. Please note that delivery and/or pick-up of these packages are considered on an ad-hoc basis subject to our availability and delivery schedule.
Do your prices include set-up?
- The distance from the unloading area to the setup area is longer than standard
- Buildings with stairs, elevators, or difficult unloading areas
- Unpaved pathways
We will discuss your set up scenario when finalizing the booking and can then advise on any additional fees.
In the event you have arranged for a pick-up package to be delivered, set-up/tear down is not included in the price and remains the responsibility of the renter.
When will you deliver and collect my rental?
Do I have to be there for when you deliver and collect my rental?
Yes, you or an elected replacement must be there during delivery and collection. When we arrive to set up your play equipment you will need to show us where you would like it set up. We will also go through the basic safety rules so you can enjoy your equipment safely and we will advise you on what to do in case of inclement weather. Finally, we will require you to sign our Rental Agreement and Release of Liability Form and pay the remainder of the balance (unless already paid).
You are responsible for all equipment from arrival time until the equipment is loaded back into our delivery vehicle.
If the renter is not available at the pick-up/delivery times we will require the cell phone number of the person who will be on-site; you or your elected replacement must answer the phone during the delivery and pickup windows.
Pick-Up Your Play Equipment
What vehicles can we use for collecting our ball pit or small soft play package?
- Our ball pits have been designed to fit into the back of most minivans, 3 row SUV’s and 1/2 ton trucks.
- Our pick-up soft play packages such as the Lil’ Rollers will also fit into the types of vehicles mentioned above.
- We will ask for your vehicle make and model at the point of booking to help you assess the suitability of your vehicle for your preferred rental, however, it remains the sole responsibility of the renter to ensure the space in the vehicle is adequate at the time of collection.
What do I need to do to prepare my vehicle for a collection rental?
Payments & Deposits
What forms of payment do you accept?
We accept e-transfer, Visa, Mastercard, cash, & company cheques (for corporate and fundraising events only). Please note that Visa and Mastercard payments will incur a 3.4% surcharge.
When do I pay the deposit?
Within 48 hours following your event, when equipment comes back to Sprog & Sprocket free of heavy soiling and/or damage, the deposit is returned by the same method in which you paid (note that it may take a couple of days for refunds to appear back on your credit card – this is simply due to bank & credit card processing times and is outside of our control. We appreciate your understanding).
Changes, Cancellations & Bad Weather Policy
What if I need change my booking date?
You can change your date without penalty up to a week before your event. You can move your event to any day within 6 months of your original booking. We will simply transfer your deposit to your new date.
No changes can be made within 7 days of your event (*see exception under our bad weather policy.*)
What if I need cancel my booking?
Cancellations can be made up to one month before your event without charges or penalty.
Cancellations made between 14-30 days before your event will result in a cancellation fee of $50.
Cancellations within 2 weeks of your event will result in a cancellation fee of $100.
We are happy to reschedule your booking for a future date at no addiotnal cost in the event of bad weather or illness. Please see our bad weather policy.
What is your bad weather policy?
In cases of persistent rain, snow, or hail we cannot set up any of our play equipment outside.
If your booking is for an outdoor party or event at a time of year when persistent rain, snow or hail could be encountered then please make sure you have a back-up indoor location planned. Failure to do so will result in the full forfeiture of your deposit should you need to cancel due to weather.
It is the renter’s responsibility to make sure all pathways to the setup area (whether inside or outdoors) are fully cleared of snow. No refunds can be given if a delivery has to be abandoned because of poor access.
Please keep an eye on the weather in the days leading up to your event. If it looks like severe weather could cause a problem with your rental please contact us on 403 719 7776 with a minimum 24 hours notice and we will happily reschedule and transfer your deposit to another day or come up with an alternative indoor plan (dependant on equipment availability). At the discretion of management, cancellations due to weather may result in a forfeiture of 20% of your deposit.
Staying Safe on the Play Equipment
What supervision is required for the portable playgrounds and soft play spaces?
The renter will receive full terms & conditions as well as the liability release waiver via the booking confirmation email.
Are there any rules and regulations to follow?
Our full rules and regulations are set out in our Rental Agreement and Release of Liability Form.
Here is an example for your reference:
- All play equipment must be supervised at all times by competent adults that fully understand all the rules of operation.
- No roughhousing or other forms of irresponsible behaviour of any kind is allowed on or near the equipment.
- All minors must have permission from their legal guardians to partake in the event.
- There can be no climbing on the outside structure of the Portable Playgrounds.
- No shoes, hats, glasses, toys, necklaces, or any other items that could cause injury or damage are allowed in or around any play equipment.
- Socks must be worn at all times
- No water, dirt, toys, food, drink, or anything else that would otherwise soil the equipment is allowed into the playground or soft play spaces.