Terms & Conditions

General terms and conditions

Player Numbers, Arrival Time, Equipment

• If fewer players attend on the day to what you have booked, we reserve the right to charge the full amount for the absent players (for any booking type), so please notify us well in advance if you are expecting fewer players on the day so we can adjust your booking accordingly.
• If you would like to add additional players (for any booking type) onto your booking, you will need to call us to check availability well in advance of the date of your booking, as we cannot guarantee availability. Please be aware that game sessions get booked very quickly, and we cannot guarantee that there will be any spaces/availability for additional players to be added onto your booking from the date and time you have made your booking. If you would like to find out if there are any available spaces in your game session(s) to add additional players onto your booking, please contact us as soon as possible.
• We have had cases where customers have invited extra players without speaking to us first. If you invite more players than you have booked for (and you haven’t spoken to us first to confirm availability as above), we cannot guarantee that there will be available space(s) on your game sessions, so to avoid disappointment, please do not bring extra people without speaking to us first to confirm availability.
• Regardless of the type of booking you have made (except for Private Hire bookings) the Foyer / Reception Area, VR and Arcades is a shared public space and can be accessed by other members of the public.
• Players must arrive at least 15 minutes before your first game begins. Games may occasionally be delayed. Customers arriving late may miss all or part of their game session, in which case no refund will be offered.
• Please allow ample time to arrive at the centre on time. We do not accept reasons such as heavy traffic, snow, etc for arriving late or missing your booking. A refund will not be offered for these reasons under any circumstances.
• Due to the size of the Laser Quest equipment and the nature of the game, it is deemed unsuitable for children under the age of 6.
• The minimum height requirement to play Laser Quest is 1.1m tall (110cm.)
• The maximum number of packs available is subject to change. Whilst every effort is made to maintain the maximum number of packs there may be occasions when this is not possible.

Allergies, Food & Drink

• It is the responsibility of the person booking / ordering food to inform us of any food allergies, intolerances or dietary requirements. In the circumstance of any food allergies or intolerances, we provide Gluten Free and Vegan (dairy free) cheese and tomato pizzas. For those with severe allergies, we advise that you bring suitable food for those guests please. We will keep their food separate from any other food preparation in our kitchen and will serve their food separately to prevent cross-contamination as much as possible, however we cannot guarantee that there will be no cross-contamination. Our kitchen handles products containing Milk, Wheat, Soya, Sesame Seeds and other common allergens. Whilst we take steps to minimise the risk of cross contamination, we cannot guarantee that any of our products are safe to consume for people with serious allergies. If you would prefer to keep food that you bring for guests with food allergies or intolerances separate, please keep it with you. If you do wish for us to serve the food you bring with you to guests with food allergies or intolerances and there is any subsequent adverse reaction due to unavoidable cross-contamination in our kitchen, Laser Quest cannot be held liable or responsible for this. If we have not been informed of any guests with food allergies or intolerances prior to us serving food that may cause an adverse reaction to those guests, Laser Quest cannot be held liable or responsible for this.
• Only food and beverages purchased at the centre may be consumed on the premises unless you have hired the use of our party area, or we have given permission to bring food and beverages at the time of placing your booking.
• No food or beverages may be taken in or consumed in the kit up area (air lock) or the arena.
• We do not have facilities to re-heat or cook food.
• Due to Natasha’s Law, Laser Quest is unable to cut or serve cakes brought in by customers. Guests are welcome to bring their own cake for celebrations, but it must be handled and served by the party organiser or their guests. Laser Quest staff will not be responsible for cutting or serving cakes.

Birthday Parties

• Additional food for adults or guests not participating in the Birthday Party can be ordered if required at an additional standard cost per pizza or nuggets. Extra pizzas and/or nuggets must be ordered in advance at the time of booking your party OR by calling/emailing us giving good notice please.
• The cost per head for Birthday party bookings will include cheese & tomato pizza or 4x nuggets + chips. If you feel you may need additional pizzas or nuggets, please ensure extra food is ordered in advance at the time of booking your party OR by calling/emailing us and giving good notice please, quoting your booking ID.
• For Birthday party bookings, glossy invitations and unfilled party bags are available to collect from the venue. Please let us know if you require invitations and party bags in advance so we have time to prepare your pack.
• Please note that the party zone for is only available for 30 minutes of use after the second game of Laser Quest has finished. Our Party Hosts will politely ask you to vacate the party zone once your 30-minute time allowance is up.
• We understand that children can make a mess sometimes, and that’s fine, but excessive mess / food fights / drinks fights or behaviour considered disruptive in the party zone will result in your party ending prematurely and there may be a surcharge for cleaning up any excessive mess made.
• We do not allow Piñatas, sparkler candles, indoor fireworks, party poppers, banners, silly string or products that contain confetti, sequins or glitter.
• Due to Natasha’s Law, Laser Quest is unable to cut or serve cakes brought in by customers. Guests are welcome to bring their own cake for celebrations, but it must be handled and served by the party organiser or their guests. Laser Quest staff will not be responsible for cutting or serving cakes.

Payments, Deposits, Changing Bookings

• We do not allow multiple discount codes to be used against the same booking – only 1 discount code to be used per booking please. If we do find that more than one discount has been applied to the same booking, we will remove one of those discount codes.
• For some booking types we require full payment at the time of booking. Other booking types will require a deposit paid to secure the booking. Please note, that the deposit payment is not refundable under any circumstances.
• If, for whatever reason you need to move your booking, we may be able to move your booking to an alternate date, but this is not guaranteed. If we are unable to move your booking, the booking deposit will not be refundable.
• For bookings that require the assistance of a carer, please note the carer is responsible for the player while in the arena. The marshals will be able to assist you with any aspects of the game, however they will not be able to assist the individual during the game.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

In addition to our policy above regarding payments, deposits and bookings, there are no cancellation rights under the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for any scheduled packages or events.

• If you arrive late you may miss your game(s). No refunds can be given in such circumstances.
• The Company reserves the right to transfer bookings to another date at any time.
• A non-refundable booking fee is charged for telephone and in person bookings. Bookings fees vary according to booking type.

VR Attractions

• Our VR attractions should be suitable for most over the age of 6+ however staff discretion will still be used if a child is too small to ride or to fit our VR headsets.
• If you do take part in a VR simulation, it is at your own risk. Please be aware if you are pregnant, suffer from heart conditions, epilepsy, or inner ear problems we recommend it is in your best interest not to take part in the VR experience as there are flashing lights, sudden movements, and sound effects/music.
• Laser Quest offers a variety of VR software titles with a range of genres and ratings. Our team can provide helpful recommendations regarding content, but it is the sole responsibility of the parent/guardian of any visitor under the age of 18 to ensure that the content selected by them is deemed appropriate for their age.

Escape Rooms:

• You must arrive 15 minutes before your session is scheduled to start. Failure to arrive on time will result in your time to escape being reduced.

Adventure Golf:

• Our Mini Golf is played in a dark room with glow-in-the-dark features. Please consider this when booking, and speak to staff if you have any concerns.
• Ground levels vary throughout our course, please take care whilst walking around, paying attention to changes in height and flooring.
• We recommend customers wear flat footed shoes due to the nature of the course.
• Customers with mobility issues should consider that the golf holes are on a raised platform with ramps, before deciding to play.

Site General Terms & Conditions

• Lost property will be kept for a period of 1 month. If it is not claimed and collected within this period, it will be disposed of.
• Terms and conditions are subject to change. Please check before participating.
• Any concerns regarding our services should be discussed immediately with a member of staff.
• Smoking and Vaping is strictly prohibited within the building at all times. Smoke sensors operate throughout the centre.
• The company reserves all rights to admission.
• The company reserves the right to alter times, attractions, and prices without notification.
• The company reserves the right to replace any attraction that may be unavailable on the day of your visit with a suitable alternative without notification.
• General public games are open to players of all ages (6-year-olds upwards) and abilities.
• No photography or video recording is permitted without management permission.
• From time to time the Company or other authorised parties carry out photography and/or video recording at the venue, which may feature visitors for use within marketing materials and social media content. By accepting these Terms and Conditions, you agree that the Company or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with the Company or such authorised party (as the case may be).
• CCTV in operation throughout the site.
• Telephone calls are recorded for training and monitoring purposes.
• Terms & Conditions are subject to change – please check before arrival.

Complaints procedure

If you experience a reason to complain during your visit to our centre, please follow the below instructions to submit a formal complaint.

All complaints must be sent via our customer contact form. Please include as much detail as possible, including your booking ID.

Once a formal complaint is received, we will launch a full internal investigation which may include reviewing CCTV footage. We aim to respond to complaints within 28 working days from the date we receive your complaint, however this may take longer if further evidence is required.

If you choose to publish your complaint on any social media platform, or any other public platform before we have responded to you, or, if you publish your complaint on social media or on any other public platform(s) before contacting us initially with your complaint, we reserve the right to not investigate your complaint, and you may not receive a response from us if your complaint is currently under investigation.