Zero Latency PTY LTD Policy

Refund & Returns Policy

We do not issue refunds for a change of mind or gift vouchers.
Please email us at bookings@zerolatencyvr.com if you are not satisfied with your purchase so that we can resolve any problems.
A refund fee may apply.

Cancellation Policy

You have up to two weeks before a booking date to cancel or re-schedule your booking. We do not accept last minute cancellations.
If you have any issues with your booking leading up to your session, you can contact the office at bookings@zerolatencyvr.com between 9am – 5pm, Monday - Friday.
Bookings can only be cancelled at the discretion of Zero Latency PTY LTD. Cancelled tickets will be credited to the purchasers Zero Latency account.

Late Arrival Policy

Sessions are booked back-to-back so you must arrive on time. We recommend that you arrive 10 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. If the players have started the game by the time you arrive for your session, we cannot allow you to join the game for safety reasons.

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:

  1. You can start the game without them but if they do not arrive before you start the game, they cannot join
  2. You can wait for them to arrive but your in-game play will be cut short

    Example:
    Session starts at 11am and your friend arrives at 11:20am.
    After the safety briefing and suit-up process, you will be in game by 11:40am.
    We will stop your session at 12:05pm. That means that you will get 25 minutes of in-game play.
    Our team will do their best to have everyone ready as quick as possible to maximise in-game time.

Safety Policy

Player safety is our priority. Players who do not follow the Game Masters instructions, put themselves or others at risk, will be ejected from the experience.

Moreover, players under the influence of alcohol or drugs will not be allowed to play.

No refund or credits will be offered.

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.

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