1. General Provisions
At Vortex VR, our primary goal is to provide an exceptional and immersive entertainment experience for all our guests. We understand that plans can change, and this Refund Policy is designed to be fair to both our customers and our business. This document outlines the specific conditions under which a refund or rescheduling for a booked session may be granted. By making a booking with Vortex VR, you acknowledge that you have read, understood, and agreed to the terms of this policy. This policy applies to all bookings made through our website, over the phone, or in person at our venue. We encourage you to read this policy carefully before completing your booking.
2. Standard Bookings: Cancellation and Rescheduling
This section applies to standard individual and small group bookings (not classified as large events or parties).
- Full Refund (Cancellation more than 24 hours in advance): To receive a full refund of your booking fee, you must cancel your session at least 24 hours prior to your scheduled start time. Cancellations must be made by contacting us directly via email at [email protected] or by phone. The refund will be processed to the original method of payment within 5-10 business days.
- Rescheduling (Cancellation less than 24 hours but more than 2 hours in advance): If you cancel your session less than 24 hours but more than 2 hours before your scheduled start time, the booking fee is non-refundable. However, as a courtesy, we will offer you a one-time opportunity to reschedule your session to a new date and time, subject to availability. The rescheduled session must take place within 60 days of the original booking date.
- No Refund or Reschedule (Cancellation less than 2 hours in advance or "No-Shows"): Cancellations made less than 2 hours before the scheduled start time are not eligible for a refund or rescheduling. Similarly, if you fail to arrive for your scheduled session without any prior notification (a "no-show"), your booking will be forfeited, and no refund or credit will be issued. This policy is in place because we reserve the equipment and staff specifically for your booking, and last-minute cancellations prevent us from offering the slot to other customers.
3. Group Events and Birthday Parties
Due to the extensive planning and resource allocation required for large group events and birthday parties, a separate cancellation policy applies:
- Full Refund (Cancellation more than 14 days in advance): A full refund of the deposit and any other payments will be issued if the event is cancelled at least 14 calendar days before the scheduled event date.
- Partial Refund (Cancellation between 7 and 14 days in advance): If the event is cancelled between 7 and 14 days before the scheduled date, the deposit is non-refundable, but any other payments made will be returned.
- No Refund (Cancellation less than 7 days in advance): If the event is cancelled less than 7 days before the scheduled date, all payments, including the deposit, are non-refundable. We may, at our sole discretion, offer to reschedule the event, but this is not guaranteed.
4. Service Interruptions and Technical Issues (Exceptional Cases)
We strive to maintain our equipment in perfect working order, but unforeseen technical issues can occasionally occur. In such cases, our policy is as follows:
- Inability to Provide Service: If Vortex VR is unable to provide the service at the booked time due to a major technical failure, power outage, or other circumstances on our part, you will be entitled to a full refund. Alternatively, we will be happy to reschedule your session and may offer a complimentary time extension or other bonus as a gesture of apology for the inconvenience.
- Mid-Session Interruptions: If your experience is significantly disrupted by a technical issue for a prolonged period (e.g., more than 15 minutes of your session time), we will offer a partial refund proportionate to the lost time or, more commonly, provide you with a voucher for a future visit to compensate for the interruption. Our on-site staff will assess the situation and determine the appropriate remedy.
5. Gift Vouchers and Promotional Bookings
Bookings made using gift vouchers are subject to the same cancellation and rescheduling policy as standard bookings. If a cancellation qualifies for a refund, the value will be returned to the original gift voucher. Gift vouchers themselves are non-refundable and cannot be exchanged for cash. Bookings made with a promotional discount will be refunded at the price paid, not the original price.
6. How to Request a Cancellation or Refund
All requests for cancellations, rescheduling, or refunds must be made by contacting our customer service team directly. Please be prepared to provide your name, booking date and time, and booking confirmation number. Requests must be sent in writing to our official email address: [email protected]. This creates a clear record of your request. Our team will review your request in accordance with this policy and respond within 1-2 business days. We aim to process all eligible refunds promptly, but please allow up to 10 business days for the transaction to appear on your statement, depending on your bank or card issuer.