Q: When is The Factory open?
Our general hours are:
Monday-Thursday 4pm – 10pm.
Friday 12pm – midnight.
Saturday 10am – midnight.
Sunday 10am – 10pm.
We will open outside of regular hours for group bookings over 50 people. Call 226-213-5160 or email firstname.lastname@example.org to book.
Q: Where is The Factory located?
We are located at 100 Kellogg Ln. in London, Ontario, N5W 0B4. See us on Google Maps
Q: Is there free parking?
Yes! We have over 600 spaces available FREE for visitors to The Factory.
Q: Do you have lockers?
Yes, we’ll have lockers available on-site.
Q: Can I bring my cell phone on the trampoline or ropes course?
No, cell phones aren’t permitted on the ropes and trampoline areas due to safety reasons. We do have a cell phone storage area to put them in or you can get a locker to store your phone. If you want to capture photos of your visit, we’ll have selfie-stations throughout The Factory that you can purchase access to. Just add-on the “Photo package” when booking your visit online or in-person.
Q: Is there supervision?
We’ll have over 20 staff at any time making sure you are safe and having fun, but it is expected that you, as the guardian, are responsible for your group.
Q: Is there Wifi?
Yes, we have Wifi available so that you can log into your Factory account to add top-up funds or get some work done in our lounge area.
Q: Is there an area for parents/grandparents to watch if they don’t want to participate?
Yes, outside of the trampoline and ropes room we’ve built a comfy lounge area for our spectators with couches if you want to relax with a coffee or wine. The walls are opened up for easy viewing access. If you need to get work done, we’ll have workstations available. In the kid’s zone, there are also couches and TV’s to sit down and relax while your little ones play.
Q: Do you have a nursing station?
Yes! We have private nursing stations located across from the kids playground. They have change stations and comfortable seating.
Q: When should I arrive before my scheduled attraction?
We recommend arriving at least 30-45min before your scheduled attraction if you are new to The Factory and haven’t signed our waiver or registered an account. If you have already signed the waiver in the last year and have an account 20min to allow time to check-in should be sufficient.
Q: What is accessible at The Factory?
The Factory is committed to providing an inclusive environment for all guests visiting and enjoying the attractions offered at The Factory. The building is accessible to all persons with disabilities, and we are dedicated to providing the opportunity to equally enjoy and benefit from the attractions and services that we offer our guests. Because of the nature of some of our attractions and the safety of our guests, there may be some limitations depending on the type of disability. Please see the information outlined below or contact our customer service staff before visiting to answer any of your specialized questions.
We are going to continue to make improvements to the facility’s accessibility.
Q: What about guests with vision impairment?
Due to safety concerns, guests with vision loss should have a support worker to help guide them on the high ropes course, ropes lookout, trampoline, indoor playground.
Q: What about guests with hearing impairment?
Guests with hearing impairment can participate in all attractions at The Factory, however we won’t have TTY devices to assist. Our staff are happy to assist.
Q: I have a wheelchair. Is The Factory wheelchair accessible?
The facility is wheelchair accessible with a ramped entrance, elevators, universal washrooms, and accessible food area. The ropes course, trampoline park and ropes look-out generally require full mobility. Attractions like virtual reality, escape rooms and arcade can be enjoyed in a wheelchair. The kids’ indoor playground is wheelchair accessible but requires full mobility to participate in the climbing area.
Q: What is there for guests with sensory difficulties?
The facility will have lights and music on most days, however we do offer a “sensory” night the first Tuesday of every month to guests with sensory sensitivities with the lights turned down or off and music at a minimum. Please contact Autism Ontario to register and attend these nights.
We also have a sensory room located on the second floor next to the party rooms for any family to have a quiet getaway from the action.
Q: Can I Bring a Service Animal?
Service animals are welcome but won’t be allowed on the ropes and trampoline area.
Q: I am a support worker. Is there a cost for me?
Support workers are free to access and participate at The Factory. Please visit the front desk with ID to get your wristband free of charge.
Q: Can I participate with prosthetics?
You can do everything!
Q: Can I participate with a casts or brace?
Exposed metal braces risk to yourself and others on trampoline. Generally we will not allow casts on trampoline, ropes and indoor playground, but we will consider access on a case by case basis.
Q: I have photosensitivity. Will this affect me?
The trampoline area and virtual reality may impact guests with photo-sensitivities. Please be aware before booking these attractions.
Q: Are there accessible washrooms?
We have two universal washrooms available at the front entrance. Six additional handicapped restrooms are located inside The Factory.
Q: Are the restaurant and food locations accessible?
The restaurant was designed to provide comfortable seating for all guests. There are wheelchair accessible tables to enjoy our food and drinks.
Q: Are there entrance ramps and gates?
The entrance of The Factory is accessible and includes a ramp on the right side of the front of the building. All access gates inside The Factory are wheelchair accessible.
Q: Where can I park & drop off?
There are number of accessible parking spots are available for guests with permits in front of the building.
Q: What if I need medical help during my visit?
We will have Med-On-Site, our emergency medical partner in the building during operating hours to assist with any medical issues that may occur at The Factory.
Booking Online & Waivers
Q: Do I have to book in advance or can I just show up?
No, you don’t have to book your visit in advance but it is strongly encouraged so that you can get the timeslot you want for our scheduled activities including the high ropes course, trampoline park, escape rooms and virtual reality.
Q: What will happen after I purchase an attraction online?
After booking your experience online, you will receive an email notification with your booking code. You will also receive a link to register your account (if you don’t have one already). Once registered, you will enter your unique code into your account to attach your booked activities to your account. In your account, you’ll also be able to add top-up funds that you can use for purchases at The Factory. We also recommend completing your waiver online in advance of your visit to save time. When you show up on the day for your activity, leave a few minutes ahead of time to get your wristband at the front desks.
Q: How do I book The Next Level VR or Mystery Escape Rooms?
You can book these directly through the Factory website or at the front desk just like our other Factory attractions. If you call these businesses directly, they can take bookings too.
Q: What if I just want to watch?
If you want to come in but not participate in one of our paid, scheduled activities, then you will need to buy an “Adventure Pass”. This $25 pass becomes credit on your Factory account to use towards activities, arcades, food, drink or swag. If you’re not sure exactly what you want to do, this is a great option! Any unused funds will remain on your account for future visits.
Q: Do I have to sign the waiver in advance?
Yes, a waiver is required for all people entering The Factory. We have an online waiver you can fill out before your visit or we’ll have waiver kiosks at the front gate before you pick up your wristbands. Note that persons under 18 require a guardian to sign the waiver so filling this out online before your child’s visit with friends or a school group is required. Waivers last one year.
Q: What if I have a party? Do all people have to sign the waiver separately?
Yes, all people entering The Factory need to sign a waiver. Please send the waiver link in your party invites to make the entry for your party smoother. Note for kids and teen parties, waivers must be filled out by a guardian so please get the parents of the party guests to complete before the day of your party. As the host you cannot sign a waiver for all those under your supervision.
Q: Do I have to sign a waiver if I’m not participating?
Regardless of whether you are participating or not, we do require a waiver for all people within The Factory facility. Fill out the waiver in advance online or use one of our waiver stations located at the entrance. It will only take a few minutes and last for a year.
Refunds & Rescheduling
Q: What is your cancellation policy?
For all scheduled activities, you can reschedule your experience up to 30min in person or 2hrs prior to the reservation by calling 226-213-5160. We do not offer refunds if you want to cancel your booking.
For event bookings, please call customer service at 226 213-5160, x 1007 or email email@example.com to discuss any changes to your event booking. If you need to cancel your event, you can get a full refund if you contact us prior to 30 days from your event date. You are permitted to change the date of your event up to 14 days from your event date. If you cancel your event within 2 weeks of party booking, you will forfeit your deposit or 50% of booking (up to $500).
Q: Can I get a refund?
No, we do not give refunds for our attractions. Instead, you can reschedule your activity for a more convenient time or switch your activity for another at The Factory. If you have unused top-up funds on your account, they will remain in your account for 12 months and can be used on another visit to The Factory. After 12 months, if there is no activity in your account, top-up funds will be forfeit.
For event bookings, you can get a refund if you cancel more than 30 days before your event date.
Q: Can I reschedule?
Yes, if you cannot make your scheduled activity, please call 226-213-5160 to reschedule for another time that’s better for you.
Q: Can I switch my activity to another activity?
Yes, no problem. Please call 226-213-5160 to change your booking.
Q: How do I book a party?
If you have 20 people or less, the quickest way to book and secure your date is through our online booking system. Choose the type of party you’d like from our options and the date and time. Let us know the number of guests that will be participating (if you’ve chosen an activity package) and choose the food you’d like for your party. Once you’ve completed the transaction, your party is booked. We’ll follow up with you two weeks before to confirm numbers and food.
If you need a custom party or have more than 20 people, please contact us directly at 226 213-5160 x 1007 or email firstname.lastname@example.org to help you build your party.
For all parties with guests under 18 years old, please send the online waiver to guardians to sign in advance of the party.
Q: What comes with my party booking?
With the VIP and Big Fun parties, you get the attraction, a 2hr party room and party host for the duration of your party.
Included with the VIP parties is food for each guest (food choice between pizza, subs and hot dogs plus chips and a drink), arcade credits to enjoy at the end of your party, a photo package, a t-shirt for the guest of honour, games and prizes.
The Big Fun Parties do not have food included but you can choose a-la-carte from an extensive platter menu.
For the Picnic parties, you get a 1hr reserved table in the canteen area, attraction and the option to order food to your table.
Q: How long will I have the party room? Can we leave our stuff in there when we do an activity?
VIP and Big Fun parties come with a 2hr room booking. You’ll have the room while the party does the attraction so feel free to decorate. The room will have controlled access so you can leave anything you want in it while your party has fun taking part in the activities.
Q: What is the minimum # of people for a party? What’s the maximum # of people?
Depending on the party you choose, there are various minimums. Picnic parties require a minimum of 6 guests, Big Fun Parties, require a minimum of 10 guests and VIP parties require 15 guests. You can only book online for up to 20 people. If you have a group larger than 20 people, please call 226-213-5160 x 1007 to create a custom solution.
Q: Is there someone I can call about party questions?
Yes, you can call the birthday specialist at 226 213-5160 x 1007
Q: Can I bring my own cake? My own food?
Yes, you can bring your own cake! Outside food or drink is not allowed in The Factory since we have many great food options available.
Q: Are there loot bags available? What about balloons?
No, we do not have loot bags or decorations at this time. Feel free to bring your own to make the day special.
Q: Are the party rooms licensed?
Yes! We have a fully stocked bar to order from for your party. Please order with your party host.
Q: How do I book my corporate meeting?
Our corporate meeting room is booked by calling 226 213-5160 x 1007 or emailing email@example.com.
Q: What is included in my corporate meeting room booking?
Each room is equipped with technology to host your meeting such as a TV, projector, whiteboards and conferencing capabilities. You have the option to add on breakout rooms for an additional fee to have a more cozy setting for discussions.
Q: Is there food and coffee available to order for my meeting?
Q: What technology is available for us to use
- 50” TV screens with HDMI inputs
- Projectors and screen (TBD)
- Whiteboards and projectors
- Video conferencing and integrated audio
Q: Is there Wifi available?
Yes, we will share the password upon your arrival.
RFID Bracelets & Accounts
Q: How does the RFID bracelet work?
Your personalized Factory wristband will help make your experience seamless at The Factory. Your wristband can do all of the following:
- Make purchases like food and drink (with your top-up money on your account)
- Track your scheduled attractions to manage your day
- Use inside to take photos at selfie-stations
- Use to get into the gates of your paid attraction with a tap of your wristband
- Have fun with the various game screens throughout the facility
Q: What is cashless payment technology and how do I use it?
Your personalized Factory wristband is not only your access to get into The Factory, but it will also be used as your digital wallet to make purchases – all with a simple tap of your wristband! Gone are the days of having to worry about jumping on the trampolines with your wallet or fumbling for change; instead, enjoy fast, convenient and secure transactions using your RFID-enabled wristband. Now, all you have to focus on is having a good time at The Factory!
Cashless is the only method of payment on-site. To make the most of your Factory experience, register your wristband online and ‘top-up’ by loading pre-paid funds into your cashless account before you arrive – this will save you tons of time at The Factory, so you can go straight to the action when your scheduled activities come up.
Q: How do I make a purchase with my wristband?
Once you add top-up funds to your account, you can make cashless purchases for food, drinks and merchandise at the event. Once you’re at The Factory:
- Tap your wristband on the RFID reader.
- Place your order with the staff.
- Tap your wristband a second time to confirm your transaction.
The amount will automatically be deducted from your account. It’s that easy!
To add more funds to your account, you can top-up online from your smartphone or visit a Top-up Station using cash, credit or debit. If you do not have sufficient funds in your account at the time of purchase you will not be able to complete a transaction.
Q: How do I register my account?
The first step is to click the “Register” button located on the top of this page and enter your personal details into the Registration Form. Before registration can be completed, you must click the “Activate” button in the confirmation email sent to the email address you provided at the time of registration. Once your account is activated, simply log in to your account to link your ticket IDs that were emailed to you. The final step is to “top-up” and add funds to your account.
Q: Do I have to register?
Yes, we will be registering most visitors to The Factory so that we can tie your activity and any top up funds to you. Cool features such as online top-up, tracking your on-site purchases and always having real time balance information right from your smartphone, is only available to registered accounts. Plus, if you are registered, any unused funds can be used on future visits to The Factory.
Q: Do I have to register myself or can I do it at The Factory?
You don’t need to register by yourself if it seems overwhelming, and we’re happy to do it for you at The Factory but it will add to your check-in time.
Q: Can I top-up funds while at The Factory?
Yes, you can top-up at one of the on-site Top-up Stations using cash, credit or debit card. Trained staff will be on-hand to help you through the process.
Q: How can I check my cashless account balance?
If you’ve registered your wristband, you can log in to your account and check your balance at any time. Or, simply tap your wristband at any payment point or Customer Service location and your cashless account balance will be visible from the reader.
Q: Can I split the cost of something with a friend?
No, you cannot split payment for an item. Only one wristband can be used to open the transaction, and that same wristband must be used to close and confirm the purchase. This is a security feature to ensure the purchaser is in control of their own spending.
Q: Can I transfer my credits from one account to another?
No, you cannot transfer credits once they are in your personalized account. However, any leftover credit will remain in your account, and can be spent during future adventures at The Factory.
Q: How secure is cashless payment technology?
This system is bank-certified – Common Criteria EAL3+. All data is encrypted with a minimum of 256 bit. Additionally, no information is stored on the wristband, so if your wristband is lost or stolen, simply log in to your account and “freeze” the missing wristband or visit Customer Service on-site for assistance.
Q: Do I get to keep my wristband?
Yes, but it is a single use wristband meaning that you’ll get a new one on your next visit. It can be your souvenir!
Q: I have leftover money on my account. Can I get a refund?
No, we do not offer refunds on top ups however those funds stay in your account and can be used on following visits to The Factory. If there is no activity in your account for 12 months, your funds will be forfeit.
Ropes & Ziplines
Q: Is there an age restriction for the high ropes?
Yes, but they need to be 8 years old and be able to reach 60 inches high.
Q: Is there a weight restriction for the high ropes?
Yes, you must weigh less than 275lbs
Q: I’m in a wheelchair. Can I go on the ropes course?
No, due to safety, the high ropes course is not an accessible activity. We do have many other activities available like arcade, virtual reality and escape rooms.
Q: Are the high ropes safe?
Keeping you and your family having fun in a safe environment is our primary focus. We have staff on the ropes course one each level to help you out with obstacles, the zipline and the drops. These staff have over 50 hours of training and are experts in our safety gear and rescue procedures. We also have Med-on-site next door if required.
Q: What happens if I get stuck and need to get down?
Don’t worry! The supervisors are trained at high ropes rescue to get you safely to the platform or ground.
Q: What do I need to wear?
You need to have flat-soled, close toed shoes. No flip-flops, sandals, or other loose shoes. You should wear comfortable clothing that allows for easy mobility.
Q: Is there an age restriction for the trampoline?
The trampoline park is available for 6 years and older. Parents who purchase Spectator Admission will be able to access the trampoline to watch children closely.
Q: Is there a weight restriction for the trampoline?
Yes, people weighing greater than 275lbs may risk their safety and safety of others if participating on the trampoline.
Q: Do I have to wear trampoline socks?
Yes, you must wear non-slip trampoline socks. They are included in your trampoline attraction purchase and you can bring them home!
Q: What are the rules?
To see the rules for the trampoline park and all attractions, please visit our rules & safety page.
Kid's Indoor Playground
Q: What ages are allowed in the Kid’s Indoor Playground?
Kids between the ages of 0 – 12 are able to play in the indoor playground. We will have a separate infant area with small slides and soft toys to have your infant play in.
Q: Are socks required to play?
Yes, socks are required for the indoor playground. If your child doesn’t have socks, they can purchase trampoline socks in the swag shop or front desk.
Q: Is there a spot for parents to watch?
Yes, we have a comfortable parent lounge along the wall of the playground with couches and tables. Inside the climbing structure there will be cameras broadcasting your child inside to TVs in the lounge so you can comfortably watch your child from the sidelines.
Q: Can I bring my infant’s food or bottle inside?
Yes, although we have a no food or drink policy for our facility, we understand that for infants you may require a bottle or baby food to keep them content and ready to play.
Q: Is Virtual Reality for me?
Yes! We offer a wide of experiences for all age groups and interests; there’s something for everyone and we will provide instructions and training on how to use the equipment.
Q: Can I wear eyeglasses?
Yes, our headsets will fit over prescription glasses so you can see clearly in-game.
Q: Are you wheelchair accessible?
Yes, our 9×9 pods are spacious enough that people who use wheelchairs can experience virtual reality in a fully accessible space.
Q: Is there an age limit?
Yes, we recommend that children be 8 years of age and up to play virtual reality.
Q: I’m worried about hygiene, are the headsets clean?
Yes, the headsets are wiped down and sterilized between each customer. We also offer free sanitary masks to wear underneath the headsets if there are still concerns.
Q: Can I bring in snacks or drinks?
No, absolutely no outside food or drinks will be allowed inside of The Next Level (some parties eg. corporate bookings may be exempt from this rule by request).
Q: Do you accept school trips?
Yes! We offer special bookings for class trips that can be geared specifically towards fun and educational VR. If you want more information about the educational games available, request our School Trip Information package. Please call in to book.
Q: Do you accept corporate bookings?
Yes, we offer various exciting team building and corporate party packages for companies looking to try something new.
Q: Are there any risks involved?
You may experience some slight motion sickness or dizziness when playing certain games – in this event, simply remove the headset for a moment to regain your composure.
Q: How early should I arrive prior to my scheduled time?
We recommend that you arrive at least 20 minutes before your scheduled session, especially if it’s your first time trying virtual reality. This allows time to sign the waiver, check-in at the front desk to get your wristband and get familiar with VR before playing.
Q: I’ve never done an escape room before. How does it work?
Escape rooms are a lot of fun. You often start by searching the room for clues – be thorough! Then work with your teammates to solve the various types of puzzles or problems. Cooperation, teamwork and different approaches to solving things are the best ways to succeed.
Q: Is the game scary? Will anyone jump out to scare us?
Our Phobia theme is the only game that may contain scary elements (and has a minimum age requirement of 12 years). All of our other themes are intended for all ages. We may use atmospheric elements such as lighting, effects, items and artifacts in all of our games.
Q: Am I able to take photos or videos in the room?
No electronic devices are allowed in the rooms. You will need to lock up your belongings prior to entering the game.
Q: How old do I need to be to play?
Our Phobia room is restricted to ages 12 and up. For all of our other rooms, all ages are welcome. For those under 10 years of age, adult accompaniment is required.
Q: When should I arrive?
To get your full allotment of time, we suggest that you arrive at least 20 min in advance to get your wristband, sign the waiver, get through the front registration, and lock up any belongings. We will give you a quick briefing of the game before you enter.
Food & Drink
Q: Can I bring food into the facility?
No food and drink is not permitted into The Factory since we have plenty of options available for purchase. Special circumstances for parties (such as cake) or bottles for infants are permitted.
Q: What is there to eat at The Factory?
There are many food options available! We have favourites like burgers and fries from our grill, wood-stone pizza, and a deli for healthier options like subs and salads. We also have a café and ice cream bar!
Q: Do the food areas accept cash/credit or wristbands only?
The Factory is cashless so we only accept wristbands at the food area however we will have top-up stations at the food counter so you can add funds to your account as needed.
Q: Is alcohol available?
Yes, we have a fully stocked bar!
Q: What is sensory night?
Sensory night is hosted the first Tuesday of every month at The Factory. On these nights we turn the music and lights down so that people with sensory needs can enjoy The Factory more comfortably. We work directly with Autism Ontario to organize and create these nights. Please visit the Autism Ontario website for more information. Available every day for families who need to remove themselves from the action is a sensory room on the 2nd floor.