rules &Policies

A clean, safe, cozy space for you + your little one.

Welcome to Highland House. We’re so excited to have you here. To keep our space safe, calm, and enjoyable for everyone, we’ve put together a few simple guidelines. Please read through these before your visit, party, or class.

SAFETY & SUPERVISION

  • Caregivers must stay on-site and supervise children at all times. Our staff is here to help, but they are not responsible for individual child supervision.

  • One adult per 2 children is recommended for the best experience (adjust as needed for babies).

  • Play gently. We encourage safe, respectful interactions. No hitting, pushing, or climbing on furniture not meant for play.

  • Age Zones:To keep everyone safe, please encourage older siblings to be mindful of smaller children and stay in areas appropriate for their size.

HEALTH & ILLNESS POLICY

Let’s keep our community healthy and thriving.

Please stay home if your child or caregiver has had, in the last 24 hours:

  • Fever

  • Vomiting or diarrhea

  • A new rash

  • Heavy coughing

  • Any contagious illness

  • Symptoms requiring antibiotics for less than 24 hours

If staff notices symptoms of illness, we may kindly ask you to return another day. We promise to do the same on our end.

FOOD & DRINK POLICY

  • Outside food is not allowed, with the exception of baby bottles, purees, or medical/allergy needs.

  • We offer prepackaged snacks, pastries, smoothies, and craft coffee from rotating local roasters.

  • Please keep all food and beverages in the café seating area.

MEMBERSHIP POLICIES

  • Memberships are billed monthly on the same date you sign up.

  • 30-day minimum commitment is required for all memberships.

  • Cancellations:

    • Requests must be submitted before your next billing date.

    • We cannot offer refunds for mid-cycle cancellations or “I forgot” requests.

  • Pauses/Freezes:

    • You may freeze your membership once every 6 months for 30 days.

    • Freeze requests must be submitted at least 3 days before your next billing cycle.

  • Caregiver Access:

    • Memberships include two caregivers (parents, nannies, grandparents).

    • Additional caregivers can be added for a small fee.

CANCELLATIONS & REFUNDS

Drop-In Play

  • Cancellations or no-shows are non-refundable.

  • You may reschedule once if you contact us before your start time and capacity allows.

Memberships

  • No refunds for unused time.

  • Billing continues until cancellation is submitted.

Parties & Events

  • Deposits are non-refundable.

  • If you cancel more than 14 days out, your final balance (minus the deposit) will be refunded.

  • Cancellations within 14 days are non-refundable, but we’ll help you reschedule if possible.

SOCKS, SHOES & CLEANLINESS

  • Socks are required for both children and adults in the play area.
    (Don’t worry — we sell cute socks at check-in if you forget!)

  • Shoes may be worn only in the café seating area.

  • Please wash or sanitize hands upon entry. We provide easy-access hand hygiene throughout the space.

  • Help us keep the play structure clean by keeping food and drinks out of the play areas.

DROP-IN PLAY POLICIES

  • Drop-in sessions are 2 hours.

  • You may extend your visit by paying the additional hourly rate (subject to capacity).

  • Last entry is 1 hour before closing.

  • Each child must have a signed waiver on file before entering the play area.

  • We reserve the right to pause entry when we hit maximum capacity.

BIRTHDAY PARTIES & PRIVATE EVENTS

We love a good party—but we keep things simple, beautiful, and safe for the space.

  • A deposit is required at booking to hold your date.

  • Final balance is due 7 days before your event.

  • No outside décor may be mounted on our walls. Tape, balloons, or adhesives damage our finishes.

  • You may choose from our curated décor packages—we handle the aesthetic so you can enjoy the day.

  • Outside vendors must be approved in advance.

  • Setup begins 15 minutes before your party unless you’ve added extra time.

  • A cleaning fee applies if excessive mess remains (confetti, glitter, slime, etc.).

FAQs

  • Reservations are encouraged but not required. Walk-ins are welcome until we reach capacity.

  • Our space is thoughtfully designed for ages 0–6, but older siblings are welcome as long as they play gently and responsibly.

  • Yes — and shoe parking too!
    Strollers stay in the designated area to keep pathways open and little ones safe.

  • Nope!
    Up to two caregivers per child are included.

  • Only baby food, bottles, or allergy-specific food for babies.
    All other snacks + drinks must be purchased from our café.

  • Yes! CPR training, music time, parenting classes, newborn support, art, and more.
    Check our Events & Workshops page for new offerings.

  • Send us a message through the Contact page.
    Cancellations must be received before your next billing date to take effect the following cycle.

  • Absolutely.
    Choose from our curated party packages, which include setup, décor, and cleanup. Head to our Parties page for details.