Policies

These terms apply to all memberships and passes issued by The Real Play Co.

Using your membership

• A valid photo ID is required to use the pass.
• The pass may only be used for the child it is issued to.
• Memberships and passes are non-refundable and hold no cash value.
• Memberships and passes are non-transferable and cannot be frozen or paused.
• Your pass is validated at check-in at The Real Play Co.
• Membership access includes 6 visits per month, up to 2 hours per visit, for drop-in play only.
• We occasionally close for private events — please check our current hours before you travel.

Cancelling a membership

To cancel your membership, notify us in writing at info@therealplayco.com at least 30 days before your requested cancellation date. Include the membership holder's name and membership details.

Memberships are non-refundable and cannot be redeemed for cash. Cancellation does not create a refund or cash credit for unused membership benefits, except where required by law.

Applicable consumer rights

Nothing in these terms limits cancellation, refund or other rights that cannot be excluded under applicable consumer protection law.

The Real Play Co. respects the privacy of children, parents, caregivers and guests. This policy explains how we collect, use, protect and share personal information through our website, bookings, waivers, facility visits and programs.

The Real Play Co. is operated by 1001554804 ONTARIO INC., at 3615 Laird Road, Mississauga, Ontario. Our Privacy Officer can be reached at info@therealplayco.com.

Information we collect

Depending on the service you use, we collect names, contact details, addresses, participant dates of birth or ages, parent or guardian details, emergency contacts, waiver acknowledgments and signatures, bookings, attendance, memberships, purchase records and customer communications.

For camps, tutoring or accommodation requests, we may also collect relevant allergies, medical or accessibility needs, authorized pickup details, learning goals and progress information. Please provide only information needed for your child's safety or the requested service. Sensitive information is requested with appropriate consent.

Payment providers collect the information needed to process payments. We may receive transaction confirmations, payment references and limited payment details. Please do not send full payment-card details by email.

How we use information

We use personal information to manage bookings and accounts; verify waivers and participant eligibility; provide admissions, parties, memberships, camps and tutoring; process payments, refunds and credits; communicate about services; respond to questions; support safe participation and emergency care; and maintain necessary business and incident records.

We use information for promotional communications or identifiable promotional photographs and videos only with the appropriate separate consent. We do not sell personal information or use a child's health or learning information for advertising.

Children and consent

Our booking and registration services are intended for adults. A parent or legal guardian provides consent for collection and use of a child's information where the child cannot meaningfully consent. We explain why information is needed and limit collection to what is appropriate for the service.

Optional photography and marketing choices are separate from required service information and waiver acceptance. Declining optional consent does not prevent entry or participation. If you withdraw consent needed to deliver a service safely, we will explain any resulting service limitations and applicable legal or contractual requirements.

Policy updates

We post updates with a revised effective date and provide additional notice or obtain new consent where required for material changes. Updates do not automatically authorize new uses of previously collected information.

Service providers and disclosure

We share information only as needed with providers supporting bookings, payments, waiver records, website hosting, communications, accounting and other facility operations. We require appropriate confidentiality and safeguards. Some providers may process or store information outside Canada, where local laws may allow government access. Contact our Privacy Officer for information about the providers and locations used for your service.

We may disclose relevant information to emergency responders, insurers, professional advisers or authorities where authorized or required by law. Any business transfer involving personal information must comply with applicable privacy law and appropriate safeguards.

Website cookies and external services

Our website may use necessary cookies and similar technologies for essential functions, such as maintaining a session or completing a booking. Where optional analytics or advertising technologies are enabled, we will explain their purposes and obtain consent where required. Browser settings can restrict cookies, although some features may be affected.

External websites and services have their own privacy notices. Please review them when using a third-party booking, payment or social media service.

Photographs and security cameras

Promotional photographs and videos are governed by our Photography and Filming Policy and separate optional consent. Security video, where used, is collected for safety, security and incident review rather than marketing. Notices identify monitored areas and provide a contact for questions. Cameras are not used in washrooms, changing areas or private nursing areas.

Protection and retention

We use reasonable physical, technical and administrative safeguards appropriate to the information, and restrict access to people who need it for their work. No storage or transmission system can guarantee complete security. We handle privacy incidents and make notifications as required by applicable law.

We retain information only as long as necessary for its stated purposes and applicable legal, tax, insurance and claims requirements, then securely delete or anonymize it. A waiver's 12-month validity does not mean its records must be deleted after 12 months. Routine surveillance recordings are retained for 30 days, unless an incident, access request or legal requirement justifies longer retention.

Your privacy choices and rights

Contact info@therealplayco.com to request access, corrections, information about disclosures, withdrawal of consent or deletion where permitted. We may verify identity and guardian authority and explain any lawful limits on access or deletion. We respond to access requests within applicable legal deadlines, generally 30 days under PIPEDA, and notify you of any permitted extension.

You can unsubscribe from promotional emails at any time. Booking, receipt and safety messages may still be sent as needed. You may also raise a privacy concern with us or the Office of the Privacy Commissioner of Canada at priv.gc.ca.

All participants must be covered by a completed Participant Waiver, Release and Assumption of Risk Agreement before participating in activities at The Real Play Co. This page summarizes the agreement; it does not replace the full waiver that you must read and sign.

IMPORTANT: The full waiver includes assumption of risk, release of claims involving negligence and indemnity provisions, to the fullest extent permitted by law. Signing affects legal rights. Please read the full agreement carefully before accepting it.

Who completes the waiver

Adults complete the waiver for themselves. A parent or legal guardian should complete it for each child. The full agreement also addresses adults with express authority from a parent or guardian. A party host's booking does not automatically provide waiver consent for every guest. List all covered participants accurately and keep contact information current.

Activities and risks

The waiver covers general play, soft play, climbing structures, slides, foam or ball areas, sensory play, games, parties, camps, tutoring, events, café areas and other facility activities. Risks include falls, collisions, equipment issues, illness, allergic reactions and hot liquids, and may result in serious injury, property loss or death. Participate only when medically and physically able to do so safely.

Supervision and safe conduct

During general admission and parties, parents and caregivers remain responsible for active, close and age-appropriate supervision, including in washrooms and café or party areas. Staff and cameras do not replace that supervision. Designated supervised programs follow their own drop-off and pickup procedures.

Follow posted rules, staff instructions, age and equipment restrictions and required grip-sock rules. Keep food and drinks out of play areas. Rough play, pushing, unsafe equipment use and abusive conduct are prohibited. Report injuries, hazards and damaged equipment to staff immediately. Unsafe or non-compliant conduct may result in removal, without refund where permitted by law.

Emergency care and personal belongings

The full agreement authorizes basic first aid, emergency services and transport when immediate action is necessary or the responsible adult is unavailable. It also addresses medical costs, personal property and damage caused by intentional, reckless or improper conduct.

Validity and optional consents

The signed waiver applies on the signing date and to visits by listed participants during the next 12 months, unless replaced or a new waiver is required because terms or activities materially change. Electronic signatures and acceptance are addressed in the full agreement.

Promotional photo or video consent and marketing email consent are optional and separate. Neither is required for entry. Ontario law governs the full agreement. Nothing in this summary excludes rights or liability that cannot lawfully be excluded.

This policy explains cancellations, changes, refunds and credits for bookings at The Real Play Co. Please review it together with the terms shown before you purchase. Nothing in this policy limits cancellation, refund or other rights available under applicable consumer protection law.

How to request a cancellation or change

Submit all cancellation and change requests in writing to info@therealplayco.com. Include the booking name, booking reference, scheduled date and requested change. We will confirm the applicable refund, credit or transfer arrangements in writing. Changes and future bookings are subject to availability.

Birthday parties and private events

Cancel 7 or more days before your event: you will receive a refund of 50% of your deposit. The remaining 50% can be applied as a credit toward a future booking within 12 months from the day of cancellation, subject to availability.

Cancel less than 7 days before your event: deposit payments are non-refundable, but any amount already paid can be applied as a credit toward a future booking within 12 months from the day of cancellation, subject to availability.

We are not responsible for cancellations, fees or lost deposits involving outside vendors that you arrange independently. Please review each vendor's own terms.

Camps

Cancel 14 or more days before camp: receive a full refund minus a $25 administration fee, or transfer to another available camp week at no charge.

Cancel 7 to 13 days before camp: receive a 50% refund and a credit for the remaining 50%, valid for 12 months from the date of cancellation. You may also transfer the credit to another available camp week.

Cancel less than 7 days before camp: payments are non-refundable. Transfers or credits may be offered if we can fill your child's spot.

There are no refunds or credits for missed camp days. If The Real Play Co. cancels a camp, you can choose a full refund or a transfer.

General admission

Final Sale: All general admission tickets and play passes purchased online or at The Real Play Co. are final sale and non-refundable.

No Transfers or Exchanges: Tickets and play passes cannot be transferred, exchanged, or credited once they have been purchased, used or the scheduled play session has begun.

Memberships

Memberships are non-refundable and hold no cash value. To cancel a membership, notify us in writing at info@therealplayco.com at least 30 days before your requested cancellation date. See Membership Terms and Conditions above for usage rules. These terms remain subject to rights required by law.

Tutoring

Please provide at least 24 hours' notice to cancel or reschedule. Cancellations with less than 24 hours' notice and no-shows will be charged the full $39 session fee. Exceptions may be made for illness or emergencies.

Illness and exceptional circumstances

Please do not attend while unwell. Contact us promptly if illness affects a booking. The applicable service terms above continue to apply; any exception must be confirmed by us in writing, subject to rights required by law.

Refunds and credits

Approved refunds are returned through the original payment method where practicable. We will confirm processing arrangements; your payment provider's posting time may vary. A credit can be used only within its stated validity period and is subject to available bookings. Additional charges may apply if the new booking costs more; these will be disclosed before confirmation.

Credits do not replace a cash refund where the law requires one. The 12-month periods above apply to cancellation credits and do not establish an expiry rule for purchased gift cards.

Changes to this policy

The terms provided at purchase apply to your booking unless you agree to a change or the law requires otherwise. Later policy updates do not retroactively reduce your rights. If an FAQ and this policy give different terms, contact us so we can clarify the discrepancy and honour applicable contractual and legal obligations.

We welcome families capturing their own memories while respecting the privacy, safety and comfort of other guests. This policy applies to photographs, video, audio recordings and livestreaming at The Real Play Co.

Personal photographs and videos

You may photograph or record your own family and invited guests for personal use, provided you have their consent and do not disrupt activities. Avoid including unrelated guests. Obtain permission before deliberately recording an identifiable adult, and permission from a parent or legal guardian before deliberately recording another child.

Do not post identifiable images of unrelated guests without appropriate permission. If someone appears unintentionally, crop or blur them before sharing. Stop recording if a guest or staff member raises a privacy or safety concern.

Recording is prohibited in washrooms, changing areas and private nursing areas. Do not record private conversations, distressed or injured guests, or incidents involving other families. Staff may restrict recording that interferes with safe play or privacy.

Party photographers and commercial filming

Professional photographers, influencers, media crews and anyone recording for commercial or promotional use must obtain written approval from The Real Play Co. in advance. Approval to use the venue does not provide consent from individual guests.

A party host may authorize coverage of their own event but cannot consent for every family or every child. The photographer or organizer must obtain appropriate permission from identifiable participants and avoid other guests. Equipment must not block play areas, aisles, exits or staff access.

Photography by The Real Play Co.

With separate optional consent, we may photograph or record you or your child and use the image, voice or likeness on our website, social media and promotional materials, without compensation. We will not use a participant's full name without separate permission.

Consent is not required for admission, party participation, camps or tutoring. Completing a waiver, attending an event or entering the facility does not by itself grant promotional photo consent. Where consent is not recorded, we will not deliberately include an identifiable participant in our promotional content.

Parents or legal guardians make promotional consent choices for children. We will respect a participant's expressed discomfort and take reasonable steps to avoid including guests who have declined. Please tell staff about your preference when you arrive, especially at parties or filmed events.

Withdrawing consent and requesting removal

You may withdraw promotional photo or video consent by writing to info@therealplayco.com. Include enough detail to identify the participant and relevant image or video. Withdrawal stops future uses after reasonable processing time and does not affect entry or participation.

We will take reasonable steps to remove identifiable promotional content from channels we control when requested, subject to applicable law. We may be unable to retrieve already distributed printed materials, third-party reposts or previously circulated copies. Prior lawful use may not be reversible. We will explain any limits that apply.

Tagging our account or posting a photograph publicly does not by itself authorize us to reuse it for marketing. We will obtain appropriate permission before reposting identifiable guest content.

Security video surveillance

Security cameras, where used, serve safety, security and incident-review purposes. Surveillance is separate from promotional photography consent and is not used for marketing. Clear notices will identify camera use and a contact for questions.

Cameras are not installed in washrooms, changing areas or private nursing areas. Routine security surveillance does not record audio. Access to recordings is limited to authorized people who need them for the stated purpose. Disclosure to emergency responders, insurers or law enforcement occurs only where legally permitted or required.

Routine recordings are retained for 30 days, unless an incident, access request or legal requirement justifies longer retention, and are then securely deleted. You may request access to recordings about yourself or your child through our Privacy Officer; access is subject to identity verification, protection of other people's privacy and lawful exceptions.

Cameras are not a substitute for active parent or caregiver supervision and do not guarantee that incidents will be detected or prevented.

Privacy concerns and enforcement

If you believe someone is recording you or your child without permission, notify staff promptly. We may ask the person to stop, restrict recording or require them to leave for unsafe, disruptive or non-compliant conduct. Staff will address concerns without putting other guests' privacy at risk.

For questions, consent changes or privacy concerns, contact info@therealplayco.com. See our Privacy Policy for information about personal-information handling, access requests and complaints.