Terms & Conditions

General terms and conditions

  • 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 and Amusements is a shared public space and can be accessed by other members of the public.
  • 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.
  • The cost per head for Birthday party bookings will include 2 slices of pizza. If you feel you may need additional pizzas, 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.
  • 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 Stoke 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 Stoke cannot be held liable or responsible for this.
  • Additional food for adults or guests not participating in the Birthday Party can be ordered if required at an additional standard cost per pizza. Extra pizzas must be ordered in advance at the time of booking your party OR by calling/emailing us giving good notice please.
  • 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.
  • No food or beverages may be taken in or consumed in the kit up area (air lock) or the arena.
  • Smoking and Vaping is strictly prohibited within the building at all times. Smoke sensors operate throughout the centre.
  • 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 company reserves all rights to admission.
  • The company reserves the right to alter times, attractions, and prices without notification.
  • 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.
  • General public games are open to players of all ages (6-year-olds upwards) and abilities.
  • 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.
  • If you have a pacemaker fitted, please note that the Laser Quest Game system (LQX) uses low level RF energy, intentionally transmitted. Whilst we believe that these RF frequencies should not have any adverse effect on the normal operation of pacemakers, we have no definitive information to support our view. Therefore we strongly advise anyone with a pacemaker get clearance from their Doctor as to whether the Doctor considers it safe for the individual to play the LQX game.
  • 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.
  • 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.
  • 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 minimum 50% deposit paid to secure the booking.
  • 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.

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.

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