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Terms of Service

Terms of Service

Please note, the following are Zero Latency VR's standard terms of service, however may be different at the venue you are making a booking with. Please review the venue's terms of service at the point of booking. It is the responsibility of the purchaser to ensure that all players understand the Terms of Service.

CANCELLATIONS

You have up to two weeks before a booking date to cancel or reschedule your booking. We do not accept last minute cancellations. If you have any issues with your booking leading up to your session, please contact your venue. Bookings can only be canceled at the discretion of Zero Latency PTY LTD. Canceled tickets will be credited to the purchaser's Zero Latency account.

REFUNDS & RETURNS

We do not issue refunds for cancellations, a change of mind or gift vouchers. Please contact your venue if you are not satisfied with your purchase so that we can resolve any problems. A refund fee may apply.

LATE ARRIVAL

Sessions are booked back-to-back so you must arrive on time. We recommend that you arrive 10 minutes early to check-in and commence your experience on time. If you are a Zero Latency VR player and members of your booking are late, the following process will apply;

  • 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

      • You can wait for them to arrive but your in-game play will be cut short

If you arrive late you will not receive a credit or refund

CHILDREN UNATTENDED

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.

Venue Gift Vouchers

  • Venue Gift Vouchers are issued and sold by individual Zero Latency venues and are redeemable only at the specific location for which they were purchased.

  • Venue Gift Vouchers can only be redeemed at the venue location they have been purchased for, and cannot be transferred to a different venue location. Exceptions may apply where an operator owns multiple venues and allows cross-redemption across their venues. Please check local venue terms and conditions for further details.

  • Venue Gift Voucher validity is set by the venue location that sells them, confirmed via email after purchase and cannot be extended beyond that date.

  • Venue Gift Vouchers are to be treated as cash and cannot be refunded and/or replaced if lost, stolen, previously printed and used, or damaged.

  • Venue Gift Vouchers cannot be exchanged for cash, sold, or used to purchase other gift vouchers.

  • Venue Gift Vouchers are released to the purchaser or recipient via email and can be printed, reprinted, or forwarded as required.

  • Venue Gift Voucher codes are unique, can be used repeatedly, and may be transferred to another customer until the full value has been redeemed.

  • Any outstanding balance will be retained on the same Venue Gift Voucher code, and can be used until the full value has been redeemed or the Venue Gift Voucher has expired.

  • Venue Gift Vouchers can be used to purchase standard session ticket(s).

  • Venue Gift Vouchers must be redeemed online via the local venue’s official Zero Latency booking platform.

  • Venue Gift Vouchers can be used in conjunction with promotional codes. However, if the Venue Gift Voucher was purchased at a discounted rate, it cannot be combined with any additional promotion code for ticket purchase

Regional Gift Vouchers

Regional Gift Vouchers are issued and sold by Zero Latency Global HQ via our central platform at https://booking.zerolatencyvr.com/regional-gift-voucher/. These vouchers are redeemable at any participating venue within the same currency zone and are designed for flexible gifting across the network. Please use the following live link, and select ‘View redeemable locations’ to view an up to date link of the currently participating venues: https://booking.zerolatencyvr.com/regional-gift-voucher/

Redemption Rules

  • Regional Gift Vouchers can be redeemed at any Zero Latency venue that operates on the global Zero Latency booking system within the same currency zone as per the above list. Available regional zones include:

    • AUD: Australian Dollar (Australia)

    • CAD: Canadian Dollar (Canada)

    • EUR: Euro (Europe)

    • GBP: Great British Pound (United Kingdom)

    • USD: United States Dollar (United States)

  • Regional Gift Vouchers are not venue-specific and are designed to provide flexible redemption across participating locations within a currency zone.

  • Regional Gift Vouchers must be redeemed online at https://booking.zerolatencyvr.com/ . Redemption is subject to session availability at each venue.

Validity and Delivery

  • Regional Gift Vouchers do not expire unless otherwise stated. If so, the expiry date is provided in the purchase confirmation email.

  • Regional Gift Vouchers are delivered electronically to the purchaser or nominated recipient via email and may be printed or forwarded.

Usage and Conditions

  • Regional Gift Vouchers are treated as cash and cannot be refunded, exchanged for cash, resold, or replaced if lost, stolen, or damaged.

  • The unique voucher code can be used multiple times until the total value has been redeemed.

  • Remaining balances will be retained on the same voucher code and are valid until expiry, where an expiry is applicable.

  • Regional Gift Vouchers may be used with applicable promotion codes unless the voucher itself was purchased at a discounted rate.

  • Vouchers may not be used to purchase additional gift vouchers.

PROMOTION CODES

These terms and conditions apply to promotions where you must redeem a promotional code to obtain the promotional offer:

  • To apply the promotion code, you must enter it prior to completing the order.

  • The promotion code cannot be applied to previously placed orders.he promotion code is valid for a limited time only and cannot be extended past its expiry date.

  • Promotion codes are valid for online bookings only.

  • Each promotion code can be used only once, unless otherwise specified.

  • Each promotion code applies only to qualifying package bookings if specified in the offer.

  • The promotion is subject to all restrictions set forth in the offer.

  • The promotion code is not transferable or redeemable for cash or credit.

  • If you cancel a booking purchased using a promotion code and are eligible for store credit, we will subtract the value of the promotion code from your returned store credit.

  • Promotion codes may not be combined with other offers.

  • The validity of the promotion code can be changed by Zero Latency at any time, without warning.

  • If you violate any of the Terms and Conditions, the promotion will be invalid, and the promotion code discount will not apply.

PRIVATE EVENTS

  • All players must arrive at the specified start time unless otherwise discussed with the Event Coordinator.

  • The initial 30 minutes of the event is allocated to player sign-in, game briefing, and suit-up. Your Event Coordinator will advise your expected event duration based on your event packages and add-ons.

  • The Event Host reserves the right to alter the game selection and/or duration to ensure the event concludes at the specified finish time.

  • Delays to the event due to late arrivals or absent players may result in some players being unable to participate.

  • Bookings with more than 14 days' notice have 7-day payment terms.

  • Bookings with less than 14 days' notice require full upfront payment.

  • Bookings must be paid in full before the event date and can be paid by credit card using the online payment portal or by bank transfer.

  • Booking changes or cancellations can be made up to the number of days before the event date, as specified by the venue.

  • Booking cancellations within 7 days of the event date will incur a 20% cancellation fee.

  • On-the-day cancellations or no-shows will forfeit the full value of the event booking.

  • Event packages are available as specified on the booking system. Please contact your Event Coordinator for booking options outside of these times.

  • Any unused player slots from an event cannot be credited or refunded.

  • Promotional codes are not valid for event bookings unless specified.