FAQs

Frequently Asked Questions

GENERAL INFORMATION

  • Monday, Wednesday, Thursday, Friday & Sunday: 9:00am – 2:00pm
    Saturday: 9:00am – 3:00pm
    Tuesday: Closed

    Opening hours may vary on public holidays, during special events or when the venue is booked for a private function. Please check our Google listing or social media for the latest updates and current opening hours.

  • We’re located at 3/21 Karoonda Close, Rathmines, Lake Macquarie.

  • Yes, we have on-site parking available. If onsite parking is full, there is plenty of street parking spots available throughout the week and on weekends.

  • Bookings are preferred and encouraged, especially during busy periods such as weekends and school holidays. Walk-ins are welcome when we have space available; however, please be mindful that if we are at capacity, you may be turned away. Parties and events must be booked in advance.

  • Our play equipment is designed for children aged 0–6 years, with a dedicated toddler/baby play space for the littlest Pixies.

  • Each play session is 90 minutes.

    If you would like to continue playing beyond your booked 90-minute session, you may have the option to extend your play by either 1 additional hour or an additional 90 minutes, subject to availability. Any additional time will be charged accordingly.

    If you do not wish to extend your play time, you will be asked to vacate the play area at the end of your booked session so we can prepare the space for the next session.

  • Yes, our space is pram and wheelchair friendly.

ENTRY + PRICING

  • Our entry prices are listed here. Adults and babies under 6 months enter free.

  • Yes! We offer discounted entry for siblings and multi-pass options for regular visitors.

  • No, entry is only for children who are playing. Adults are free.

  • Yes, we have [5 pass, 10 pass & membership options that give you great savings.

PLAY AREA + SAFETY

  • For health, safety and hygiene reasons, all visitors to Pixie Play Cafe are required to wear socks, whether they are playing on the equipment or not.

    • Children: Grip socks are required.

    • Adults: Regular socks are required.

    • Shoes: Shoes must be removed before entering through the front gate. Shoe storage is available for your convenience.

    Forgot your socks? No problem! Grip socks and regular socks are available to purchase in-store.

    No socks = No entry. Please make sure everyone in your group has socks before arriving.

  • Yes, parents are welcome to assist their children in the play areas.

  • We keep an eye on things, but parents/guardians are responsible for actively supervising their children at all times.

  • We take cleanliness seriously! Our play equipment and café areas are cleaned daily, with regular sanitising throughout the day.

FOOD + DRINK

  • Outside Food & Drinks

    For allergy management and insurance purposes, outside food and drinks are not permitted at Pixie Play Café, with the following exceptions:

    • Children under 1 year: Parents and carers may bring milk and age-appropriate foods for their child.

    • Bottle-fed children of any age: Milk may be brought in for children who are bottle-fed.

    For all other food and drinks, we ask that you please enjoy our café offerings during your visit, including toasties, café snacks, drinks and kids’ snack boxes.

    If your child has specific dietary, medical or food-related needs and you require them to have food from home, please contact us before your visit to discuss your requirements and obtain approval. We are more than happy to discuss individual needs and will always try to be as flexible as we can where possible.

    Thank you for helping us maintain a safe environment for all our little guests.

  • Yes! We offer gluten-free, dairy-free, and vegetarian options. Please let our staff know about any allergies so we can assist.

  • Yes, you are welcome to bring your own birthday cake when booking our party room.

    Our parties are BYO for food and drinks, unless you choose to add catering options to your booking at checkout. We offer a selection of catering options, including sandwich platters, fruit platters and kids’ snack boxes.

    You are also welcome to cater your own party and bring your own food. If you would prefer to keep things simple, you can select our available food catering options as add-ons when making your booking.

    Please note: Birthday cakes are always BYO.

PARTIES + PRIVATE EVENT HIRE

  • Yes! We have fun party packages available that include use of our private function room and play area. Visit here.

  • Our party packages include exclusive use of our upstairs party room, play access, and staff to help serve snacks + coffee.

  • Yes, the room is already very fun without decorations, however BYO decorations are always encouraged base on the birthday party theme/style. We just ask that no confetti or glitter are used.

  • Yes, our party room is completely BYO, so you are welcome to arrange and bring your own party food and drinks.

    We also offer a small selection of optional catering when you book your party, including sandwich platters, fruit platters and kids’ snack boxes. These can be added to your booking if you’d prefer us to take care of some of the catering for you.

    Otherwise, feel free to bring your own food and make the party your own!

  • Yes! The whole café can be hired for private events. Contact us for available times and pricing.

POLICIES + OTHER INFORMATION

  • General Entry Play Sessions – Cancellation & Rescheduling Policy

    To secure your play session, full payment is required at the time of booking. As places are limited, your booking reserves a dedicated spot in our session. By completing your booking, you agree to the following terms:


    1. Cancellation Policy

    • Cancellations made more than 48 hours prior to the scheduled session start time will receive a play session credit equal to the full amount paid. This credit may be used to book another play session or party hire bookings; subject to availability.

    • Cancellations made within 48 hours of the session start time are non-refundable and not eligible for credit.

    Missed sessions due to reasons including, but not limited to, illness, injury, holidays, work commitments, family commitments, childcare arrangements, transport issues, or changes in personal circumstances, do not entitle you to a refund, credit, transfer, make-up session, or reduction in fees.

    This policy ensures fairness to all families and allows us the opportunity to offer the spot to another customer.

    2. Rescheduling Policy Bookings may be rescheduled provided:

    • The request is made more than 24 hours prior to the session start time; and

    • There is availability in the preferred alternative session.

    Rescheduling requests made within 24 hours of the session start time will not be accepted. Any request made within this timeframe will be treated in accordance with the Cancellation Policy above.


    3. No-Show Policy

    Failure to attend your booked session without providing notice within the permitted timeframe will be treated as a cancellation made within 24 hours of the session start time. Any such request will be handled in accordance with the Cancellation Policy above and will not be eligible for a refund, credit, transfer, or rescheduling.

  • Yes! Since we’re indoors, rain or shine, the fun continues.

  • We keep lost property items for two weeks. If you think you’ve left something behind, please contact us as soon as possible.

  • Yes, FREE Wi-Fi is available for our guests.