Frequently Asked Questions

Parties

  • Kidplex will provide plain large and small plates, napkins, utensils, and cake cutting / serving utensils. We do not provide tablecloths. You are welcome to bring your own party-themed tablecloths, plates, and utensils (e.g., Frozen, Paw Patrol, Rainbow Unicorn, etc.).

  • Bring your own decorations, tablecloths, and food and drinks.

    A standard 108" table cloth will cover 1.5 kids tables in a single layer. So, we recommend bringing at least 2 table cloths to cover 2-3 kids tables, or 3 table cloths to cover 4 kids tables.

    If you intend to cover the serving tables, we recommend that you bring 3-4 additional table cloths.

    All balloons and ballon arches must be inflated prior to arrival. Any helium balloons must be tied down with weights prior to arrival.

    Please bring all drinks as either boxed or cans only. No open cups. We provide a mini fridge inside the party room for your beverages. Bringing your own cooler is optional.

  • You may arrive 10 minutes prior to your party start time to begin unloading your decorations and party food. Please do not come any earlier. Our staff will be cleaning up the party room during the 30 minutes before your start time, so if you come earlier than 10 minutes, you may have to wait outside. For 10am parties, our staff have opening procedures to complete prior to letting in the party family at 9:50am.

    Staff will help set-up your decorations during the first 30 minutes of your party, while the kids are in the play area.

  • Please ensure that every adult signs their own waiver. This applies to both parents as well as adults without kids. A waiver is required for every person to enter the premises. A child's waiver can be associated with just one or both parent's waivers. Having waivers signed beforehand will drastically speed up the check-in process on the day of the party.

  • The staff begins by confirming that waivers have been signed for the entire family, including both parents and all the kids. Once confirmed, each person will receive a colored wristband that indicates you belong to the party and are allowed in the party room. Any children who are not already wearing grippy socks will be provided grippy socks. Any adults not wearing regular socks will result in a $3 charge for new socks, added to the host's invoice. A blue RFID wristband will be given to each family for storing shoes and personal belongings in lockers. Once your party guests have removed shoes, they are welcome to enter the play area and party room. Lastly, we will offer to collect gifts on your behalf, and store it in a rolling cart for your family to transport after the party.

  • Yes, hygiene is very important at Kidpex, so socks are required for entry. All children need grippy socks. All adults need regular socks. Children are welcome to wear their own grippy socks from home. We will provide grippy socks for any party children without socks. Any adult that needs socks will result in a $3 charge added to the party host's invoice.

  • Upon your arrival, your party assistant will help with the transport of your decorations and food from our reception area to the party room while your family begins the check-in with our front desk staff. Once you and your family have checked in, your party assistant will work with you to decide on table arrangements, set up decorations, and set out food. We highly recommend that balloons are inflated prior to arrival because last minute balloon inflation will delay the party setup. After the allotted play time, the assistant will help gather your party to go to the party room. When the children are seated in the party room, your party assistant will help with the serving of food to the children. During cake time, a second staff member will join the party assistant to help quickly cut and serve the cake. At the end of your party, two staff members will clean the party space.

  • The food should arrive no later than one (1) hour into your party time. For example,

    11am for the 10am-12pm party

    1:30pm for the 12:30-2:30pm party

    4pm for the 3-5pm party

    For pizza delivery we have had guests order from Pizza My Heart, Delarosa (downstairs in City Center), Dominos, or Mountain Mike’s.

  • Play time always comes first. In the first 1 hour 15 minutes, all party guests have open play time. In the last 5 minutes of play time, our staff will discreetly find your party guests according to their party wristbands, and will direct them towards the party room. The last 45 minutes of the party is intended for food, cake, and celebration. We kindly ask that kids do not return to playing after eating due to sticky hands and full tummies.

  • We will typically set out three (3) kids tables down the middle of the party room, and four (4) serving tables along the two short walls and the long green wall. Each kids table will comfortably seat 3 kids on each long end and 1 kid on each short end. Our maximum capacity is 26 kids, with the use of 4 kids tables. All kids tables will be joined end-to-end and set up in the center of the party room.

    Bench seating for adults is set up along the window side of the party room. If space allows, additional fold-up chairs can be requested and used for additional adult seating.

  • Each kids table top measure 5ft x 2.5ft (60in x 30in) and stands 19in high, suitable for seating children 1-7 years olds.

  • Each of the serving table tops measure 4ft x 2ft (48in x 24in). The serving tables are height adjustable, and we set them all to the highest setting (34in) in order to prevent kids from reaching for the food, cake, and goodie bags. However, any serving table can be lowered to adult seating height (29in) or tall kid seating height (24in for children 8-12 years old).

  • For seating 14 or less kids at the same time, we will set up 2 kids tables. For 15-20 kids, we'll set up 3 kids tables. For 21-25 kids, we'll set up 4 kids tables.

  • The green wall is 7ft high and 17ft long. Our staff can help to tie banners and balloons to the green wall grid with zip ties we provide. We do not allow nails, screws, or pins to fasten things to the green wall.

  • There is one spare serving table (4ft x 2ft) with an adjustable height for seating tall kids ages 8-12, seating adults, or serving additional food. There is one spare 6-foot table for seating adults. If either of these tables is used for seating, we recommend that it replaces one of the kids tables.

  • Yes, we have up to 12 adult sized folding chairs and we can bring them out upon request. They can be set up along the green wall or around an adult table, but keep in mind that too many folding chairs will quickly take up floor space.

  • The birthday child, his/her siblings, and all children ages 1-12 will count towards the kid headcount. Infants less than 12 months old and teenagers 13+ years old do not count towards the headcount.

  • When exceeding the number of children alotted in the party package, there will be a $30 charge per additional child to the party host's invoice. The payment for any additional children can be paid for on the day of your party.

  • If you would like to add kids to your semi-private party headcount, you can let us know when replying to our reminder email that is sent the Monday before your party. You may also add kids to your headcount on the day of your party.

    If you’d like to upgrade your semi-private party to a private party or if you’d like to change your 2-hour private party to a 3-hour private party, please let us know by the Thursday the week before your event. No upgrades allowed after this deadline and no same-day upgrades.

  • Not yet! But, we are in the process of developing decoration packages for families to purchase.

  • You can call our main line, 925-359-6598, during open hours and our staff can help to answer party questions. Alternatively, you may email bookings@kidplex.com and one of the owners will respond directly within 48 hours.

  • No, you don't need to tip the staff. When reserving your party, the checkout payment includes a 10% staff appreciation fee. If you decide to give an extra tip to the staff at the end of your event, you may add it by credit card or cash at the front desk.

    • If canceling more than 14 days before event, store credit is issued to reschedule a future party

    • If canceling less than 14 days before event, no refund nor credit will be issued

Admission

  • Every adult must sign their own waiver. This applies to both parents, extended family members, and adults without kids.

    Waivers are valid for one year, and upon returning to Kidplex, you will simply provide your phone number to lookup your waiver when purchasing tickets.

  • No, each person over 18 years old must sign their own waiver.

    Please note, while it is not possible to put two adults on the same waiver, it is possible to use the same email address and phone number on two different waivers. This is generally not recommended because the name on the account will be changed to the last adult that used the shared phone number.

  • Not necessarily. Children only need to be signed under one adult’s waiver.

    But, if each parent has plans to bring the children to Kidplex solo, the best practice is to have the children under each parent’s waiver. This will simplify the check-in process.

  • Yes, when purchasing admission, you will be issued a blue RFID wristband used to unlock your designated locker.

  • Yes, we will admit no more than 100 people (kids + adults) into Kidplex at any one time, in order to allow everyone to feel comfortable and enjoy their play time.

    Although the San Ramon Building Department has designated a maximum capacity of 193 people, upon reaching the our self-imposed 100-person limit, we will begin selling admission to the next available time slot, usually 15-30 minutes later.

  • Socks are required for safety and hygiene purposes.

    Children must wear grippy socks for their safety when running across play mats and wood floors.

    Adults must wear socks to keep our floors sanitary, particularly when toddlers and crawlers are still touching the floor with their hands.

  • Not yet! We are currently working on an online booking system for general admission tickets. But at the moment, we are developing our policies and communications in order to properly manage both walk-in and online-purchased admissions in the future. Thanks for your patience!

  • At Kidplex, we have cleaning procedures before opening, throughout the day, and after closing. Pretend play toys are wiped down before returned to the play space. We wipe down all surfaces using a cleaning solution from Force of Nature, which kills 99.9% of germs, viruses, and bacteria, prepared with an EPA-registered hypochlorous acid generator. It is an organic cleaner that’s both non-toxic and kid-friendly.

    At the end of every day, we spray a hospital grade disinfectant by CleanSmart on all our children's high-touch surfaces, including pretend play, ball pits, toddler structure, and toddler toys.

    Once a week, we perform a deep cleaning of all ball pits, in which every ball is rinsed with a hospital grade disinfectant and scrubbed by an industrial strength ball pit cleaning machine.

  • Yes, we hold all items for 2 weeks before donating them. If you lose something, you may call to inquire, (925) 359-6598.

  • On weekdays, Kidplex welcomes class field trips. Please provide advance notice to bookings@kidplex.com so that the staff can prepare for your arrival and allocate a space for the large group of children to store their backpacks and shoes. Lunch seating and cleanup is available for an additional fee.

    Please note that waivers for each child must be signed by a parent or legal guardian, not by a teacher or chaperone.

  • We only accept credit cards at Kidplex. For sanitary reasons, the staff is not allowed to accept or handle cash. This ensures we keep Kidplex a safe and clean environment for all kids and babies.

Membership

  • There are 2 types of memberships: Weekday and Unlimited.

    A Weekday Membership entitles one child and any two adults to a 2-hour admission, Monday - Friday, and cannot be used on weekends or holidays.

    An Unlimited Membership entitles one child and any two adults to a 2-hour admission on any day of the week.

    For both types of memberships, a buddy and 2 additional adults may join a member once a month for a free 2-hour session.

  • The Weekday Membership is not valid for redemption on the following holidays:

    - Martin Luther King Day (Third Monday in January)

    - President’s Day (Third Monday in February)

    - Memorial Day (Last Monday in May)

    - Juneteenth National Independence Day (June 19)

    - Independence Day (July 4)

    - Labor Day (First Monday in September)

    - Columbus Day (Second Monday in October)

    - Veteran’s Day (November 11)

    Kidplex is closed on the following holidays:

    - New Year’s Day (January 1)

    - Thanksgiving Day (Fourth Thursday in November)

    - Christmas Day (December 25)

  • No, our membership is charged month-to-month.

  • Upon purchasing a membership, a phone number will be associated to your membership, and a QR code will be sent to your email.

    We can look up your membership by name, QR code, or phone number (most commonly used).

  • Yes. A membership will allow any family member or guardian to redeem an admission ticket for your child. The attending adult must sign their own waiver in order to be admitted into Kidplex.

  • You may cancel your membership online at anytime by navigating to https://ecom.roller.app/kidplex/main/en-us/login

    Begin by entering the phone number or email that’s registered to the membership. A verification code will be sent. Once logged in, your membership is listed under My Tickets. Select your membership and click the “Manage / Cancel” button. Click the “Cancel Membership” button and confirm your cancellation.

    You can also cancel your membership by telling us at the front desk or emailing membership@kidplex.com. All cancellations must be requested 3 days prior to your monthly renewal date.