Terms & Conditions

General terms and conditions

• Refund and Cancellation Policy

  – Refunds of any kind are under extreme circumstances only, and at the soul discretion of Senior Management via Email @ info@Loughborough.co.uk after a review period.
  – A deposit will be taken for all bookings – this is either 20% of the booking, or the full amount. This is chosen when you book. No matter the reason, this deposit is non-refundable.

  Lateness:

  All bookings have a 15 minute prior arrival time. Failure to arrive in this period will make your booking a no-show, in which case we do not offer a refund if we cannot fit you in. Staff on site will try their best to accommodate you, even if it means a reduction in your playtime, but if this isn’t possible you will be deemed to have cancelled your booking.

  Rescheduling, and the change of player numbers:

  -There is a 14 day notice period to reschedule your booking. With excess of 14 days notice, we’ll happily rearrange for you free of charge. If you give less notice than 14 days, it is at the soul discretion of management whether the change can be made. Changes to the timing of your booking cannot be made with less than 48 hours notice; this includes bookings made less than 48 hours ago.
  -Changes to the number of players on your booking follows the same restrictions. We can always add players if we have the availability to, even with no notice. However, reductions to your numbers must follow the same restrictions as changing the date of your booking.

  Adverse Weather, Traffic, etc.

  -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 circumstance.
  The closest Car Park to us is on Nile Street, we recommend parking here, especially if you’re short on time.

  Breaking T&Cs:

  Please read the following T&Cs. Breaking our simple rules and conditions will result in your booking being cancelled. No refund will be offered in any scenario where you have broken our terms and conditions – even by accident as a result of failing to read them.

  Site General Terms and Conditions:

  – Disrespectful, Threatening, or Abuse behaviour towards any of our staff or customers will be reported to the police, and you’ll be asked to leave the venue.
  – At all times children are the responsibility of the supervising adult. Laser Quest does not provide services of supervision to children using the centre.
  – Please wear flat shoes for all of our activities.
  – Only food and beverages purchased at the centre may be consumed on the premises.
  – While we try to stay on time, sometimes delays are inevitable. Refunds will not be offered if your game is delayed.
  – All possessions are your own responsibility. Laser Quest take no liability if your belongings are lost on site.
  – If you have any issues with any aspect of the centre, from cleanliness to issues with equipment to injury, please consult a member of staff or management accordingly. We do not offer refunds and will not investigate after the fact for issues that were unreported on the day.
  – We reserve all rights to admission and can refuse entry for any lawful reason.
  – We reserve the right to alter times, attractions, and prices without notification.

  Laser Tag T&Cs and Notices:

  – All participants must be 7 years of age or older, and over the height of 1.1m tall (110cm.)
  – Flat footed shoes ONLY.
  – Laser Quest is a physical activity, anyone with mobility issues, health issues, pregnancies, or any condition where you’d avoid a Sport will not be permitted to play.
  – If you have any issues
  – Terms and conditions are subject to change. Please check before participating.
  – 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.
  – Non-Exclusive games are open to all players of any age or ability.
  – Laser Quest is played in a dark, unfamiliar, loud environment with flashing lights and smoke. Please consider if this is suitable for you and speak to a member of staff before booking.

  If you have a concern that isn’t present above, please get in touch by telephone or email BEFORE BOOKING.
  This way a member of staff can settle your concern on whether you specifically can play with us.

  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.