Glello Booking Terms and Conditions

Your agreement comprises the accepted quotation or booking summary, the version of these terms supplied before acceptance, and changes agreed in writing. Specific arrangements expressly agreed for your booking take priority over conflicting general terms. You must be at least 18 and authorised to book for any organisation you represent.

The booking summary identifies the date, activity times, venue, package, participant allowance, staffing, customisation, add-ons and price. Only stated services are included. Any outstanding details and deadlines must be identified. A timed activity station does not guarantee unlimited participants.

A standard booking is confirmed after your acceptance, receipt of the required deposit and our written confirmation. Corporate confirmation requirements may differ where expressly agreed in writing. An enquiry, unpaid quotation or purchase order alone does not reserve a slot unless we expressly agree otherwise. If we receive payment but cannot confirm, we refund it in full.

Email and WhatsApp may be used for acceptance, approvals and notices. The accepted terms version governs your booking; later website changes apply to future bookings unless we mutually agree otherwise.

Prices are in Singapore dollars. The quotation states the total, applicable GST treatment and known compulsory charges. Potential charges that cannot yet be calculated must be identified. Optional additions and any processing or other extra charges require disclosure and agreement before they apply.

Standard bookings: a 50% deposit is payable to confirm and credited against the total. The balance, including agreed additions, is due within seven days after the event. Later price changes do not retrospectively increase a deposit already paid; any additional advance payment requires agreement.

Corporate bookings: we may reduce or waive the deposit, vary confirmation and invoice arrangements, or allow a different credit period. The accepted quotation or other written agreement must specify these arrangements. Otherwise, the standard terms apply.

Short-notice payment arrangements or rush fees must be agreed before confirmation. If a payment due before delivery is missed, we will give written notice and a reasonable opportunity to pay before suspending preparation or cancelling under section 8.

Confirm final participant numbers at least seven days before the event. Without a confirmed update, we prepare and bill for the last agreed number, subject to the package minimum. No-shows, lower attendance or unused prepared materials do not reduce the bill. A participant includes a participating sibling or guest receiving an activity kit; accompanying non-participating adults are excluded unless quoted otherwise.

Late additions, including arrivals on the day, are not guaranteed. We may accommodate them only if materials and safe capacity permit. We will obtain your or your authorised representative's agreement to the charges before participation, then add them to the final invoice for payment under the agreed terms.

Changes to the time, venue, package, activities, add-ons or booking customer require written agreement. Downgrades and removals are assessed case by case, considering notice, preparation and committed costs. There is no automatic downgrade window or fixed downgrade fee. Any specific adjustment charge and the revised scope and total must be agreed before confirmation. Until then, the original booking remains in place unless cancelled under section 8.

Finalise themes, activity choices, personalisation and design approvals at least 14 days before the event, unless we agree another deadline. For bookings accepted within that period, deadlines and any rush fee are agreed at confirmation. Check supplied details and proofs carefully; we remain responsible for our own errors.

Late requests may be declined or attract a rush fee quoted and accepted before work proceeds. Fees are assessed case by case and may be waived. If our delay affects approvals, we will agree a revised deadline and will not charge you a rush fee for that delay.

After a reminder identifying outstanding choices and a response deadline, we may select reasonable defaults for unconfirmed activities, theme details or designs, using the child's age, stated preferences and latest discussions or proof. We will tell you what we select. Defaults must stay within the booked package and cannot override agreed features, materially reduce the service or introduce unapproved charges. Later changes remain subject to feasibility and any agreed rush fee.

Reference images indicate a direction unless an exact feature is agreed; handmade results may reasonably vary. Supply only content you have permission to use. A themed booking does not imply affiliation with a character or brand owner.

Glello supplies its activity tables and chairs. Unless we agree to arrange the venue, you must secure suitable space, safe access, required approvals and agreed utilities, and disclose restrictions before confirmation. The indoor-space requirements in section 10 apply to every venue. Additional access or setup charges require agreement.

Provide venue access for at least 30 minutes before the activity start and 30 minutes after the activity end for setup and cleanup, separately from party time. We will agree longer access in advance for larger or more complex events. Your venue booking must cover the full required period.

Guest lateness, customer-caused delays or problems with a customer-arranged venue may result in a later start with the original end time unchanged. We will try to reduce disruption but need not replace that lost time. Extensions depend on our approval and availability; any fee is agreed before the extension and may be waived at our discretion. Delays caused by Glello or a venue we arrange are assessed separately for an appropriate remedy under section 11.

Our party hosts take full responsibility for the care and supervision of participating children accepted into the booking throughout the agreed party time, including approved extensions. We exercise reasonable care and skill but cannot guarantee that all accidents will be prevented. We are not responsible for injuries caused solely by a child's actions where no negligence or other breach of duty by Glello or its staff caused or contributed to the injury. Section 14 preserves liabilities that cannot lawfully be limited.

At least one adult organiser must remain on site, available for emergencies, and arrange handover at the end. Provide a reachable parent or guardian contact if the organiser is not the guardian. The organiser's presence does not transfer routine supervision away from our hosts.

Supervision rests with the organiser or parents before the agreed start and returns to an authorised adult after safe handover at the end. Setup and cleanup are not extra supervised party time. If handover is delayed, we maintain appropriate temporary supervision until a safe handover is arranged.

Disclose known relevant allergies, sensitivities, accessibility and additional support needs at least 14 days beforehand. Disclose newly identified needs immediately, and late-added participants' needs when requesting their attendance. Share only information necessary for safe participation. We will discuss accommodations; late disclosure may limit available arrangements but does not remove our duty of care.

Children who are unwell or pose an infection risk should not participate. We may pause activities or exclude unsafe participation where reasonably necessary, warning where practical and acting immediately for serious risks. If collection is necessary, supervision continues until safe handover. In an emergency, we may contact emergency services and the nominated adult and assist within our competence.

Follow activity and take-home care instructions. Do not assume materials are edible, allergen-free or suitable for skin contact unless confirmed. Guests should wear clothing suitable for messy activities. We take reasonable precautions and use agreed protections, but cannot guarantee mark-free clothing or surfaces; we remain responsible for our own negligence.

We remove our equipment, leftover materials and ordinary craft debris and leave the activity area reasonably tidy. General venue cleaning, catering waste and other suppliers' mess are excluded unless agreed. We bear ordinary wear and normal activity marks on our own equipment. Equipment remains ours or its supplier's unless sold or gifted. Personal belongings remain under their owners' care, without excluding liability where we are legally responsible.

Children's interest, participation, pace and craft results vary. Non-participation, late arrival, early departure or a different-looking craft does not alone justify a refund where we properly supplied the agreed service, facilitation and materials. This does not excuse poor facilitation, unsafe or defective materials or missing services.

Cancel by email or WhatsApp, quoting your booking reference. Cancellation takes effect when we receive written notice.

If you cancel before the event, the agreed deposit actually paid is non-refundable, except where a refund is due under these terms or law, or we approve goodwill. We will not demand a deposit top-up, unpaid event balance or additional cancellation charge, regardless of notice. Payments towards the balance for cancelled, undelivered services are refunded. Cancellation alone does not attract a postponement fee or waive payment for services already delivered.

The deposit is the amount identified in the accepted booking documents, excluding balance payments; later booking changes do not retrospectively increase it. For corporate bookings, we retain only the deposit actually received. A waived deposit creates no automatic cancellation bill unless a different corporate arrangement was expressly agreed beforehand.

We may consider partial or full goodwill refunds, credits or postponement for bereavement, serious injury, major illness or comparable emergencies making proceeding or postponing impractical. We may request reasonable evidence and consider notice, preparation, unrecoverable costs, replacement bookings and practical replacement dates. Goodwill is not guaranteed. An ordinary illness certificate does not itself entitle you to a cash refund. Sections 10 and 11 address extraordinary disruptions and Glello's inability to deliver. Refund arrangements are in section 11.

One customer-requested postponement is allowed per booking, including illness, subject to our written approval and availability; further exceptions require written approval. The replacement event must take place within three calendar months of the original date. The deposit transfers in full; further changes do not restart that period. If no date is agreed, section 8 applies. Extraordinary disruptions follow section 10.

Notice runs from receipt of your written request to the original event date. The 20% is calculated before adding postponement fees. Supplier costs Glello incurs for rescheduling are covered by the applicable fee or absorbed by us; no separate supplier surcharge applies.

The illness option applies where illness prevents the birthday child or an essential parent or primary caregiver from attending. Notify us promptly and provide a certificate supporting illness affecting the original date; it may follow the initial request. Unrelated details, including NRIC numbers and diagnosis, may be redacted. This option applies even the day before; the additional 20% is waived.

After approval in principle, we state the fee and arrangements. Pay the fee before written confirmation, unless different corporate credit terms are expressly agreed. For illness, we may confirm a deposit credit before the replacement date is chosen, within the same three-month window.

Until confirmed, the original booking remains unless cancelled under section 8. Declining or not paying the fee does not confirm a postponement. A fee received for a change we cannot approve is returned. Once confirmed, the fee is non-refundable if you later cancel, except where law or our inability to deliver requires a refund. Glello-initiated date changes do not use your allowance or attract these fees.

Every venue must have suitable indoor space for the agreed setup, activities and participant number. For indoor parties, the main activity space is sufficient. Outdoor or partly outdoor parties require a secured, reasonably accessible indoor backup with permission and availability throughout setup, party and cleanup. The party arranging the venue secures this space. Confirm the backup and relocation arrangements in writing before outdoor setup; we may decline an outdoor setup without a suitable backup.

We may move activities indoors when weather makes outdoor use unsuitable or unsafe. Ordinary rain does not automatically cancel a booking that can safely continue. Neither party must perform unsafe or unlawful activities.

If an extraordinary event beyond reasonable control prevents delivery despite reasonable precautions and the backup, notify the other party promptly and seek to reduce disruption. This may include severe weather, authority restrictions or unavoidable venue closure. Ordinary staffing shortages, supplier-management failures and routine weather requiring reasonable planning are excluded. We will discuss safe relocation, alternatives or postponement; a materially different service or date requires your agreement.

An extraordinary-disruption postponement attracts no postponement fee or supplier surcharge, does not use your postponement allowance, and may take place beyond three months where agreed in writing, subject to availability.

If no workable alternative or replacement date can reasonably be arranged, either party may end the affected services. We refund payments for cancelled, undelivered services, including the relevant deposit, less only reasonable, documented preparation or third-party costs directly attributable to those services that cannot be recovered or reused, where law permits. Deductions account for refunds, credits, savings and reusable materials, are explained in writing and cannot exceed payments received for affected services. There is no lost-profit deduction, automatic deposit forfeiture or additional bill for those cancelled services. Mandatory frustration and repayment rules prevail. Section 11 governs refund timing.

We will seek agreement before materially changing an agreed activity, package or deliverable. If a component cannot be supplied and you decline a reasonable alternative, we refund its attributable price. If that defeats the booking's main purpose, you may cancel for a refund of undelivered services without a customer-cancellation charge.

If Glello cancels for reasons within our control without an alternative you accept, we refund all payments for cancelled, undelivered services without deducting preparation costs or requiring a credit. Our delays and issues with venues we arrange attract an appropriate remedy according to their impact, which may include an available extension or another resolution.

Where practical, raise problems with the lead host during the event so we can try to resolve them. Follow up by email or WhatsApp, preferably within seven days after the event, with booking details and relevant available evidence. Report later-discovered issues promptly. Failure to report on site, or within seven days, does not automatically invalidate a complaint or remove legal rights.

We assess the agreed service, actual delivery and impact. Appropriate remedies may include correction, replacement, a price reduction or a partial or full refund. A full refund is not automatic for every complaint; legally required remedies are not discretionary.

Refunds are returned to the original payer, normally by the original method, within 14 days after the amount is established, or sooner where law requires. We will not withhold an undisputed refund while another amount is discussed.

The booking summary identifies services sold by Glello and any disclosed agency or referral arrangements. We remain responsible for services we sell when using subcontractors. If you contract directly with an independent supplier, its accepted terms govern that service; we remain responsible for our own promises and acts. Relevant supplier terms and charges must be disclosed before booking and cannot be added retrospectively or recovered twice. Glello's supplier-cost absorption in section 9 covers costs we incur, not separate contracts you enter directly.

Glello may take photographs and videos during your party for use on our website, social media and advertisements. You may ask us at any time not to photograph or feature you or your child, or to remove published material featuring you or your child. We will act promptly on these requests, stop further marketing use and remove relevant material from channels under our control. Declining or withdrawing permission does not affect your party service.

For information about how we handle personal data, please see our Privacy Policy.

We provide services with reasonable care and skill. Each party is responsible to the extent its breach, negligence or wrongful act causes loss, taking account of others' contributions and applicable law.

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be limited. Subject to those exceptions, and only to the extent fair, reasonable and enforceable, our total aggregate liability to you for other loss connected with a booking is capped at its total agreed price, including agreed add-ons and adjustments. This is one combined limit for all covered claims from that booking. Express refund obligations are not reduced by the cap.

Singapore law governs. We will try to resolve disputes in good faith; Singapore courts and competent tribunals, including the Small Claims Tribunals where applicable, remain available. If part of these terms is invalid, the rest continues where legally possible. A one-off concession does not change other bookings. Your acceptance does not waive guests' or children's independent rights.

Contact: your booking contact, enquiry@glello.sg or WhatsApp +65 8062 7987. Written notices should identify the booking and action requested.

Registered address: GLELLO PTE. LTD., 60 Paya Lebar Road, #6-28, Paya Lebar Square, Singapore 409051.