FREQUENTLY ASKED QUESTIONS

Facility

IS THERE AN AREA FOR SPECTATORS?

We have an exclusive spectator mezzanine which overlooks the majority of the park. This viewing lounge has seating with a concession nearby. Feel free to bring your laptop, tablet or a book. Free public wifi is available for all customers. If you would like to enter the court, a ticket is required.

WHEN ARE NON-PEAK HOURS AND PEAK HOURS?

Off-peak hours are Monday – Thursday (excluding school and stat. holidays). Peak hours are from Friday – Sunday.

CAN I GO ON COURT WITH MY CHILDREN?

Yes! We encourage all to enjoy our facility, however for liability reasons, we cannot have anyone on the courts without a valid ticket, up-to-date waiver and pair of APEX grip socks. Parents and guardians are welcome to purchase a ticket and accompany their jumpers while inside!

HOW DO YOU AVOID UNNECESSARY RISKS?

Our parks are thoroughly inspected throughout both the design and construction stages as well as on a regular basis by trained professionals.

DO YOU HAVE LOCKERS?

We have electronic lockers available for a fee of $2. They are located outside the men’s and women’s change rooms. Payment can easily be made via card or coin. A personalized password is issued so there is no need to worry about a key.

We have tried to make it as easy as possible to secure your personal belongings during your time with us. Please lock up all personal items. We are not responsible for any lost or stolen belongings.

CAN WE TAKE PICTURES AND VIDEOS?

Yes! You are more than welcome to take pictures and videos, then upload them using our Free WiFi. For liability reasons, we cannot have anyone on the courts without a valid ticket, up-to-date waiver and pair of APEX grip socks. You are also welcome to take pictures and videos from our mezzanine viewing area without a ticket.

DO I HAVE TO TAKE MY SHOES OFF?

Everyone who enters the courts MUST remove all outdoor footwear in order to maintain high cleanliness standards.

Requirements

IS THERE A WEIGHT LIMIT FOR PARTICIPANTS?

For our trampolines, we follow the industry standard of 300 pounds per participant. However, we highly recommend consulting a physician, if you have any health concerns. Many of the zones at the #ThePlex can be considered an extreme sports and is strenuous on ankles and knees.

DO I NEED TO SIGN A WAIVER?

Yes, all participants are required to have a waiver. Waivers can be completed online or at the park. If a participant is under 19 years of age, their waiver MUST be signed by his/her parent or legal guardian. Parents cannot sign a waiver for their child’s friend.
Waivers are kept on file so they won’t need to be filled out every time you come. Participants over the age of 19 also need a waiver; however, they can complete their own. We recommend that you review these annually to make sure they are up to date with the latest information and details.
Sign a waiver online

ARE THERE AGE RESTRICTIONS?

It is up to the participant’s parent/legal guardian to decide if small/younger child should participate. We suggest 4+ years old and above. We strongly recommend that an older participant accompanies smaller children (typically anyone under the age of 6). All children are different and parents/legal guardians know their kids best.
We offer a Toddler Time for jumpers 6 and under who are not able to jump on their own. Please check out #ToddlerTime, our exclusive young jumpers slot, for more information.

WHEN SHOULD I ARRIVE?

We recommend you arrive at least 20 minutes before your scheduled zone time.
This allows for check in, details confirmations and time to understand the rules before you enter the zones.
Please note that we can not refund for late arrivals or a delay in your zone time.
If you believe that you are going to be late, please call ahead and let us know. Subject to the #ThePlex capacity. It’s at the managers discretion if any access or adjustments can be made.

DO I NEED A RESERVATION?

Reservations are highly recommended for individual and groups alike. #ThePlex has a set capacity, which cannot be surpassed. Walk-in traffic may be turned away based on available space. Make sure that you Book Online to avoid disappointment.

WHAT SHOULD I WEAR?

All participants must wear Apex Grip Socks and clothing cannot have sharp objects. Buttons on the back of jeans can tear trampolines and puncture inflatables! All earnings, necklaces and other jewelry must be removed.
In general, using our facility can be compared to going to the gym. Expect to break a sweat! It is recommended that you wear light, breathable clothing. Sweat pants and a long sleeve shirt would be best.
Everyone is asked to remove their shoes once as soon as they enter our facility. Spectators may want to bring slippers.
Caution: Trampoline beds can cause turf-burn on exposed skin!

Parties and Group Bookings

IS A FRIDGE/FREEZER AVAILABLE?

Yes, fridge/freezer space is available for anyone that has a party room booked. Please mention to a manager/party host that you will need refrigerated space. Party hosts can collect your cake from you once you arrive at the #ThePlex.

DO I NEED A PARTY ROOM?

If you will be opening presents, handing out awards, having cake, or any other type of gathering, you will need to book a party room following your zone time. We do not have additional space available for celebrations. If you do not want to book a party room, you will need to book alternative space for an after party.
Our party rooms add the convenience of never forgetting anything! We keep extra plates, utensils, cake knives, lighters, and even candles on hand. Should you forget anything, let us know! We also take care of the mess after your party!
Take a look at our Birthday options.

CAN I BRING OUTSIDE FOOD OR DRINKS?

We are currently allowing outside food to be brought in for parties. This includes Pizza, Cakes etc. We do ask though that all drinks packages be handled by #ThePlex. We have a range of soft and carbonated drinks that can be ready in the rooms after your Zone time. Refrigerated drinking water fountains are available and we also have a concession for your refreshment needs. Snacks and drink items can be added from within the online booking process as you go.
If you book a party room you are allowed to bring in cake/cupcakes and fruit/veggie trays.

HOW CAN I BOOK A PARTY/GROUP BOOKING?

You can either use our Online Booking Service, or call our main office and speak with someone from our administrative staff. At their discretion, our administrative staff may take your booking in person.
In order to book party attendees in efficiently, our front counter does not book advance parties.

48-HOUR CONFIRMATION POLICY

Our 48-hour confirmation policy is regarding any changes to your booking. Any changes you would like to make, including cancelling your event, can be done with a full refund up to 48 hours before your event. After that, we are unable to refund your money, but depending on when your changes are being made, there are other options. Our staff aims to call and confirm your event specifics with you 48 hours before, so that you get exactly what you are paying for.

TICKET NUMBER ADJUSTMENT?

If you have made a booking and wish to update the number of participants, you can do so, up until 48hrs prior to your event. Please send us an email at richmond@theplex.ca to make the request. Once confirmed, we can not refund any adjustments. We also recommend selecting the maximum number of jumpers at the original time of booking as we are subject to #ThePlex capacity. This may mean that increases could prove difficult at your chosen time.

Party Rooms

WHAT ARE THE SIZE OF OUR PARTY ROOMS?

We have 10 x Party Rooms that can accommodate from 8 -24, seated.

HOW LONG DO WE GET A PARTY ROOM BOOKING FOR?

Rooms are available before/after your Zone time. Each booking gets 50 Minutes in the booked room. So you don’t have to worry about the mess, the ten-minute window at the end of the slot allows our staff the opportunity to clean up after the party for you.

NEED EXTRA PARTY ROOM TIME?

You are more than welcome to rent out the party room for an extended period before/after your Zone time too. Just let our staff know when placing the booking so that they can check availability and update your booking for you.

WHEN CAN I GAIN ACCESS TO THE PARTY ROOM?

Typically, our areas rent out for after your groups’ Zone time (this can be changed to before if you desire). Unfortunately, you are not able to get into your party room until the time that has been booked for. If you would like to be in the party room during your Zone time, you will need to rent the space for that time slot as well. Our Party Rooms are usually busy, especially on weekends. This often means there will be no available time slot to access beforehand, not because we are mean!

CAN I DECORATE THE PARTY ROOM?

Absolutely! The party room is yours for the purchased time slot. Feel free to invite guests into your space, put up decorations, put down placemats / tablecloth, etc. Make it yours.
Please Note: Anything left in the room will be thrown out when our staff come to clean the room after your booking.

WHAT FOOD AND DRINK CAN I BRING TO THE PARTY ROOM?

If you book a party area you can bring in cake/cupcakes and fruit/veggie trays. Any special dietary requirements or catering needs are also permissible. Apex can refrigerate your cakes, ice cream cakes and fruit trays for you too. Just let us know in the process.
As a general rule, no drinks are allowed into our facility. Two refrigerated drinking water fountains are available and we also have a concession for your refreshment needs.

WHAT FOOD AND DRINK IS AVAILABLE?

Any refreshments you may need can be supplied at our Snack Shack, from Slush Puppies, Fountain Drinks or Juice Boxes. Again, this can be selected in the booking process. Complimentary water can also be made available for the group.

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