1. General admission & attractions
All general admission, attraction ticket, and daily-pass sales are final. Online and on-site tickets are non-refundable and cannot be exchanged for cash. Unused standard tickets do not expire. Promotional tickets may be date-limited and non-transferable.
If an attraction is temporarily unavailable, our team will offer information about wait times and available alternatives.
2. X-Cards & credits
- X-Card purchases and reloads are final and non-refundable.
- Loaded credits do not expire and earned tickets have no cash value.
- Promotional bonus credits are non-transferable.
- Register your card to help protect the balance. Replacement of a lost card is not guaranteed but may be possible when the card can be traced.
3. Birthday parties & private events
Deposits and payment
- A 50% non-refundable deposit secures a party booking and applies to the final total.
- The remaining balance and approved add-ons are due at the end of the event.
Cancellation and rescheduling
- Give at least seven days’ notice. With sufficient notice, the deposit may transfer once to a new date within 60 days.
- Cancellations inside seven days and no-shows forfeit the deposit and prepaid amounts.
- Final guest counts are due 48 hours before the party. Additions remain subject to availability.
4. Group events & lock-ins
Large groups and corporate events use the terms in their individual event agreement. A 10% non-refundable deposit is normally required.
- Lock-ins require a 10% deposit and signed participant waivers.
- Cancellation 30 or more days ahead: 50% deposit refund.
- Cancellation 14–29 days ahead: deposit may transfer to a future date.
- Cancellation inside 14 days: deposit is non-refundable.
5. Closures & special circumstances
If the facility closes for severe weather, emergency, or another circumstance beyond our control, advance tickets will be honored later, parties may be moved without added cost, and deposits remain transferable. A refund may be considered when rescheduling is impossible.
Documented medical or emergency situations are reviewed case by case. Contact the event team within 48 hours of the scheduled event.
6. Food, promotions & conduct
- Prepared food and beverage sales and Eat & Play packages are final. Incorrect orders should be reported immediately.
- Promotional and discounted offers are non-refundable, date-limited where stated, and cannot be combined unless expressly permitted.
- Guests removed for unsafe, aggressive, damaging, or disruptive conduct are not eligible for refunds.
7. Requesting help
Contact us with the purchaser’s name, confirmation number, purchase and event dates, explanation, documentation if applicable, and preferred resolution. Requests are normally reviewed within three to five business days.