Refunds, cancellations and order changes

1. General

These rules explain the procedures for changes, cancellations and refunds for orders, bookings and services at the Bambino playground. They apply together with the Terms of Business and the specific terms of each individual product or booking. Rights to which consumers are entitled under mandatory legislation take precedence over these terms.

2. Online orders and payment at the playground

On our website you can order a gift voucher or send an enquiry about our services (birthday party, group visit, Bambino Lab). We do not currently offer an online shop with online payment. Payment is made at the Bambino playground, as a rule when you collect the voucher or use the service, using the payment methods accepted on site. Placing an order online is not the same as paying online.

Immediately after submitting, you will receive an automatic e-mail confirming receipt. The order becomes binding only once our staff confirm it in a separate message stating the product, the price and the method of collection; until then it is an enquiry, which you can cancel without any consequences by replying to the confirmation. Before you submit, the product, the price and the method of payment (at the playground) are clearly shown on the page.

If we are unable to fulfil your order, we will let you know and either find a suitable solution or cancel the order; if anything has already been paid, we will arrange the refund required by law.

3. Cancellation of birthday parties and private events

Bookings for birthday parties and private events are tied to a specific date and time slot. In accordance with our Terms of Business, the following applies:

• cancellation more than 48 hours before the event is free of charge; any deposit paid is refunded in full;
• for cancellations less than 48 hours before the event, a cancellation fee of €50 applies;
• moving the booking to another available time slot is free of charge.

Important: the cancellation fee is the same for all packages, it is shown to you before booking and is charged only to the extent stated. The booking system does not apply it automatically; every cancellation is handled by our staff, who will confirm what applies to your booking.

To cancel, please write to info@igralnica-bambino.si and state the name of the person who made the booking, the date of the party and the booking reference. We will confirm that we have received your cancellation.

4. Rescheduling

If you would like to change the date or time of your party, please contact us as soon as possible. We will accommodate changes subject to actual availability and agreement. The new time slot applies once we have confirmed it. If a new slot cannot be arranged, the cancellation rules in force at the time of booking apply, subject to mandatory legal provisions.

5. Illness, force majeure and exceptional circumstances

If your child falls ill or other unforeseen circumstances arise, please let us know as soon as possible. We will do our best to find a suitable alternative date or solution. Simply stating illness does not automatically entitle you to a refund in every case, nor does it exclude any rights granted to you by law.

If the provider cancels an event for technical, safety or organisational reasons and the agreed service cannot be delivered, we will offer the consumer a suitable alternative or a refund of the amount paid, in line with the law and the circumstances.

6. Tickets and visit packages

Single and multi-visit tickets are used in line with the conditions presented in advance (duration, number of visits, period of validity and any restrictions). If a visit has already been used, a refund for a service already provided is generally not possible, except where applicable law provides otherwise.

For online orders, which constitute a distance contract, the right of withdrawal is assessed according to the type of product or service and any statutory exceptions. For leisure services arranged for a specific date or period, the exception under Article 135 of the Slovenian Consumer Protection Act (ZVPot-1) may apply. We do not apply such exceptions automatically to other services.

7. Gift vouchers and personalised products

Before you order a voucher, we set out its value, purpose, any restrictions on use, the validity conditions and how it is collected. An unused voucher is dealt with according to how the contract was concluded, the applicable terms and the consumer's statutory rights. We do not apply a blanket rule that gift vouchers are never refundable.

If a voucher or product is made to the customer's precise specifications or personalised for their particular needs, a statutory exception to the 14-day right of withdrawal for distance contracts may apply. The customer is informed of any such exception before placing the order.

8. Physical products and the right of withdrawal

With distance contracts for the purchase of ordinary physical goods, consumers generally have 14 days from receiving the goods to withdraw without giving a reason, except in cases of statutory exemption. Please notify us of your withdrawal at info@igralnica-bambino.si. The goods must be returned within the statutory period, unless the law or an agreement provides otherwise. Payments received are refunded in accordance with the Slovenian Consumer Protection Act (ZVPot-1), as a rule no later than 14 days after we receive notice of withdrawal, with the legal option of withholding the refund until we receive the goods or proof that they have been returned, where this is permitted.

If payment was made at the playground, we will agree on an appropriate method of refund in accordance with the law; a consumer must not incur any additional costs for the refund that the law prohibits.

9. Faulty products or services not provided

In the event of non-conformity of goods, incorrectly performed services or any other breach of contract, the buyer may exercise the rights to which they are entitled under applicable legislation. These terms do not limit the consumer's statutory claims.

10. Bambino Lab

Bambino Lab bookings are subject to availability. If you are unable to attend, please let us know in good time. We currently have no special cancellation deadlines or charges for Bambino Lab lessons and packages; should we introduce any, we will explain them clearly before you complete your booking.

11. Refunds and credit notes

If a refund is justified and the payment has already been made, we will process it within the statutory deadline and in the manner required by law. We may offer a gift voucher or credit as an option, but we will not impose it instead of a cash refund where the law gives the consumer the right to a monetary refund.

12. How do I submit a request?

Send your message to info@igralnica-bambino.si and include:

• your name and contact details for our reply;
• the number or reference of your order or booking, if you have one;
• the type of service or product;
• a description of the cancellation, change or claim;
• the desired solution.

We will handle your request in accordance with the applicable regulations. If we need any further details, we will get in touch with you.

13. Additional information

If you have any questions, you can reach us on +386 51 40 70 20 or at info@igralnica-bambino.si. Current prices and service terms are published on the Bambino website. Consumer rights apply in accordance with ZVPot-1 and other applicable regulations.