Frequently Asked Questions

Welcome! We know that sending your child into an online space can feel like a big step. This page is here to answer your most common questions and help you feel confident before your child joins a session.

Getting Started & Tech Setup

What does my child need before their first session?

Before joining us, please make sure:

Roblox is installed and up to date.
Your child’s Roblox account is ready and has added our moderator account (details provided in your welcome email).
Discord is installed, and you have requested to join our private server.
Your child has access to a microphone/headset for clear communication (optional but encouraged).

Safety & Moderation

How does Let’s Game keep children safe?

Your child’s safety is our top priority. Here’s what we do to protect them:

Private Roblox servers – only moderators and approved players can join.
Supervised sessions – every session has trained moderators present the entire time.
Clear group rules – children agree to follow guidelines before participating.
Parental control – you can adjust Discord permissions and supervise if you wish.
Zero-tolerance policy for bullying, sharing personal info, or unsafe behaviour.

Who are the moderators?

Our moderators are passionate gamers and mentors who make sure sessions stay safe and welcoming. We have both senior (adult) and junior (teen) moderators in every session. Meet Our Mods ➜

Session Logistics

How long is each session?

Sessions run for 90 minutes. Children can join from home, so no travel is required.

What happens during a session?

We play on our private servers, encourage teamwork, and make sure everyone gets a turn to participate. Children can chat through Discord, ask for help, and make friends in a safe, moderated space.

What if my child is shy or new to gaming?

That’s okay! Our moderators gently encourage participation and make sure no one is left out. Children can start by observing until they feel ready to join in.

How do you support children with different communication needs?

Our moderators are trained to create a supportive environment for all children. We encourage communication through voice, chat, or even emojis if that feels more comfortable. Children can engage in the way that works best for them, at their own pace.

What if my child finds group settings overwhelming?

We keep our sessions small so every child feels seen and supported. For those who need extra support, we recommend Quiet Voices, a smaller, calmer group designed for children with selective mutism or social-anxiety–based conditions.

What if my child finds group settings overwhelming?

Yes. We welcome neurodiverse children and those with a range of needs. If you have specific concerns, please contact us before booking so we can ensure the right level of support and the most suitable group for your child.

If Something Goes Wrong

What if my child can’t make a session?

If you notify us at least 2 hours in advance, we will try to offer a make-up session where possible. Missed sessions without notice are generally not refundable, but you’re welcome to email us to discuss options.

What if there are tech issues?

Tech happens! If your child is having trouble:

Check your internet connection.
Make sure Roblox and Discord are updated.
Restart the device.
If issues continue, contact us at connect@letsgame.online with details or screenshots so we can help.

Pricing & Cancellations

Do you offer refunds?

Refunds are available within 7 days of purchase (less a $10 admin fee) for Full Term bookings. Once your child has attended their first session, we are unable to refund attended or missed sessions. Casual bookings may be rescheduled to another session with appropriate notice.