REFUND & RETURNS POLICY
We do not issue refunds for cancellations, a change of mind or gift vouchers.
Please contact us if you are not satisfied with your purchase so that we can resolve any problems.
You have up to two weeks before a booking date to cancel or re-schedule your booking. We do not accept cancellations on game day.
If you have any issues with your booking leading up to your session, you can contact us.
Bookings can only be cancelled at the discretion of Zero Latency. Cancelled tickets will be credited to the purchaser's Zero Latency account.
LATE ARRIVAL POLICY
Sessions are booked back-to-back so you must arrive on time. We recommend that you arrive 15 minutes early to get a head start on the check-in, safety briefing, and suit-up process.
Split Team – When you haven’t booked the whole session
If you are part of a split team, we will start the safety briefing on time for all those in attendance. Due to strict time constraints, if the Game Master has started the suit-up process by the time you arrive for your session, we cannot allow you to join.
Whole Team – When all players in the session are your friends
If one of the members of your group is late, you have two options:
- You can start the game without them but if they do not arrive before you start the game, they cannot join
If you arrive late you will not receive a credit or refund
Come play, have fun and be safe!
In agreeing to play Zero Latency you agree to comply with the laws, regulations, religion and culture of the Country in which you play. You must not engage in rough play, no pushing, shoving, fighting or course language is accepted. In addition players under the influence of prohibited substances or alcohol will not be allowed to play.
Players must be 12 years and over to play.
You must be aware that Zero Latency have a range of games. They are not real. Games may contain graphic content such as simulated shooting of creatures, robots, zombies, aliens, buildings and other items. One of the “Controllers” you use, looks similar to a real weapon. It is not real. If you feel playing this game may offend you please speak with our staff prior to participating.
You will need to be able to walk around, unassisted for up to an hour with full use of both hands carrying a light weight pack (up to 10kgs).
For safety reasons anyone with the following impairment/medical conditions are not able to play:
- Epilepsy and similar seizure disorders.
- Severe vision impairment
- Deaf or severe hearing loss.
- Broken leg, arm, or any other significant limb issue
- Wheelchair users.
Our experiences are not recommended for anyone with the following impairment/medical conditions:
- Heart condition.
- Heavily pregnant.
People with vision in one eye are able to play.
Prior to gameplay you will be given a full refund if you are not allowed to play for any of these reasons.
CHILDREN UNATTENDED POLICY
Children are not to be left unattended in the waiting area as Zero Latency staff members are not responsible for the safety or care of children.
If there is no one to supervise your child you will be unable to enter the game. You will not receive a credit or refund.
LOST, STOLEN, DAMAGED PROPERTY POLICY
We do not take any responsibility for items left in the lockers or brought into a Zero Latency venue. You assume all risks of theft, damage, loss or other issue occurring with your items whilst on Zero Latency property. We will do our best to secure items placed in our lockers during game time, however we can not guarantee their security. If in doubt, leave it at home, in the car or with friends.