FAQ
Good questions,
real answers.
- What’s actually included in a booking?
- Every package gets a custom interior backdrop, machine setup at your venue, attendee or drop-off service depending on your tier, accent lighting, and event coverage. Signature and Premium add themed prize sourcing and (for Premium) custom inventory like branded shot glasses or candles.
- How does the deposit work?
- We collect a 50% deposit via Square invoice to lock your date. The balance is invoiced automatically 14 days before your event. Your spot is held the moment we receive the deposit — no one else can book it.
- How does a rush booking work?
- Events within 21 days are rush orders. We personally review them and email you back within 24 hours — yes/no plus a Square invoice if we can take it on. Rush bookings need to be paid in full upfront.
- Do you travel? Is there a travel fee?
- We’re based in Tampa and travel throughout Central Florida (Orlando, Sarasota, Fort Myers, and beyond). Locations more than 30 miles from Tampa add a travel fee — waived when you book two or more machines.
- I see a birthday discount — how does that work?
- During our summer window, kid birthday parties booking the Signature package with our in-stock prizes get off automatically in the booking flow. No code needed — it applies when your event date falls inside the promo window.
- Can guests actually win?
- Yes — we set the claw difficulty per event. Easier for kid parties, moderate for adult parties, harder for corporate activations where the prizes are premium. Whatever feels right for your crowd, we dial it in.
- Can I change details after I book?
- Absolutely — machine count, prize selections, theme, even the date in some cases. Just email info@plushclawco.com and we’ll true-up the balance invoice. The more notice the better, especially for theme and prize changes.
- What is your cancellation and refund policy?
- You get a 100% refund if you cancel within 48 hours of placing your booking — just email info@plushclawco.com and we will issue it. After that 48-hour window we follow a no-refund policy, because we start sourcing prizes and custom inventory specifically for your event right after booking and those out-of-pocket purchases can not be returned. Special circumstances are handled case-by-case by email — we will always try to work with you. We would also much rather reschedule than cancel: reschedules requested more than 30 days out transfer your deposit at no penalty.
- What happens if I do not pay the balance on time?
- Your final balance is due 2 weeks (14 days) before your event. If it is not paid in full by that 14-day mark, the booking is canceled, the date is released to other customers, and the deposit is forfeited. We are happy to remind you a few days before it is due — and if cash flow is the issue, just reach out before the deadline and we will work something out.
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