Sales Policy.

1. Standard tickets

Standard tickets purchased via uforea.net are subject to the following terms:

1.1 No refunds

All ticket purchases are final and non-refundable.

1.2 Rescheduling

Tickets may be rescheduled once, free of charge, provided the request is made via email or WhatsApp at least 24 hours before the booked visit date and time. The new visit date must be within three (3) months of the original booking date and is subject to availability. Reschedule requests made within 24 hours of the booked visit date or time will not be accepted.

1.3 Non-transferable

Tickets are non-transferable and may not be exchanged, resold or transferred to another person. Each admission ticket is valid for one person only.

1.4 Day pass only

Each ticket is valid only for the booked visit date and grants admission for that day only. Unused admission cannot be carried forward to the next day or any future date unless it has been successfully rescheduled in accordance with Section 1.2 (Rescheduling).

1.5 Used tickets

Once admission has been verified, a wristband has been issued, and the guest has entered the playground, the ticket is deemed used and cannot be rescheduled or reused under any circumstances.

1.6 Early-bird discount

Tickets purchased at least 30 days before the booked visit date enjoy a 10% discount on the full date price (the full ticket price for the booked date, including weekend or public-holiday rates), applied automatically at checkout. The discount is assessed on the date of purchase against the originally booked visit date; a later reschedule does not change the price already paid.

2. Promotions and event-specific terms

From time to time we run promotions, special events, and themed workshops (for example our Easter Egg Painting Workshop or Mother's Day programme). Each promotion may have its own specific terms — for example a non-refundable deposit, a fixed date, or session-specific seating.

Where a promotion's terms differ from this Sales Policy, the promotion's terms apply for that booking. Promotion-specific terms are stated clearly on the promotion's page on uforea.net and in the booking confirmation email.

If a promotion's terms do not specifically address a scenario (for example, a force-majeure closure), this Sales Policy fills the gap.

3. VIP Membership

• To become a VIP Member, you need to follow the membership criteria to top up a certain amount in the card.
• The credit in the card is only applicable for any purchase of entrance tickets, merchandise items, event tickets and F&B items.
• The balance of credit in the card is not transferable and may be revoked by UFOREA at any time without notice.
• Once the prepaid credit is fully used, you may simply top up again according to the original package amount to continue enjoying the membership benefits.
• VIP Membership is permanent, without any changes.
• If you lose the VIP Card, please inform UFOREA of the card termination. The balance credit of the card will be transferred to a new card upon request and completion of details verification.
• UFOREA is not responsible for any unauthorised use of this card.
• A replacement fee of RM50 will be charged for lost cards.

4. No-show policy

A "no-show" is a booking for a specific date where the visitor does not attend and has not contacted us to cancel or reschedule before the visit date.

• Standard ticket no-shows — the ticket is forfeit and no refund is due. As a goodwill gesture, if you contact us within 48 hours after the missed date we will usually offer a one-time free reschedule. This goodwill gesture is at our discretion and may be withheld for repeat no-shows.
• Birthday party no-shows — the deposit and any final balance already paid are forfeit. No reschedule is offered for a no-show party.
• Promotion / event no-shows — as per the promotion's specific terms.

5. Birthday party deposits

Birthday parties involve themed décor, dedicated hosts, a custom cake order, catering, and a private room booked exclusively for your event. To secure the date we require a deposit at the time of booking.

5.1 Deposit is non-refundable

The deposit paid to secure a birthday party date is non-refundable. This covers the supplier commitments we make on your behalf as soon as the booking is locked in (cake, catering, themed décor sourcing).

5.2 Free reschedule up to 7 days before

If your plans change, you may reschedule the party to another date within three (3) months, free of charge, provided you give us at least seven (7) days' notice before the original date. The deposit transfers in full to the new date.

5.3 Final balance and headcount

The final balance and final guest count must be confirmed at least 5 working days before the party. Increases in guest count after this point may not be possible to accommodate; reductions do not change the final balance once supplier orders are placed.

6. Medical emergencies

If you or the child in your booking is unable to attend due to a medical emergency or a sudden illness, please contact us as soon as you can. With a supporting medical certificate or doctor's note, we will normally:

• Offer a free reschedule for standard tickets, even inside the 24-hour window;
• Offer a free reschedule for birthday parties despite the 7-day reschedule rule.

This is exercised at our reasonable discretion. We do not require detailed medical information — a certificate confirming inability to attend is sufficient.

7. Contact us

For any booking or reschedule question, please get in touch — the team will help.