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Please note, the following are Zero Latency'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.



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:

  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

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.

Gift Vouchers

  • Gift Vouchers can only be redeemed at the venue location it has been purchased for, and cannot be transferred to a different venue location.
  • Gift Voucher validity is set by the venue location that sells them, confirmed via email after purchase and cannot be extended beyond that date.
  • Gift Vouchers are to be treated as cash and cannot be refunded and/or replaced if lost, stolen, previously printed and used or damaged.
  • Gift Vouchers cannot be exchanged for cash, sold or used to purchase Gift Vouchers.
  • Gift Vouchers are released to the purchaser or recipient via email but they can be printed, reprinted or emailed as required.
  • Gift Voucher codes are unique​,​ can be used repeatedly and transferred to another customer for use until the value has been redeemed.
  • Any outstanding balance will be ​retained on the same Gift Voucher code which can be used until the value has been redeemed​.
  • Gift Vouchers can be used for standard session/s ticket/s.
  • Gift Vouchers must be redeemed online at

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.
  • The 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.