Cancellation, Change, Refund Policy and Service Conditions
1. Purpose and Scope
This policy governs the conditions applicable to all bookings made at our virtual reality center (hereinafter, “the Center”), whether the booking is made in person, by phone, through our website, or via authorized external platforms.
2. Bookings
Confirmation of a booking implies full acceptance of these terms.
The user is responsible for providing accurate and up-to-date information.
3. Cancellations by the customer
3.1. Cancellations more than 48 hours in advance
The customer may request a full refund of the amount paid or a date change at no additional cost.
3.2. Cancellations between 48 and 24 hours before the start of the activity
No refunds will be issued, but a date change will be permitted, subject to availability.
3.3. Cancellations less than 24 hours / No-show
The booking will be considered consumed with no right to change or refund, as the time slot is exclusively reserved for the customer.
4. Date Changes
- Requests can be made more than 24 hours in advance.
- A maximum of 2 modifications per booking is allowed.
- All modifications are subject to the Center’s availability.
5. Refunds
Refunds will only be issued in the following cases:
a) Cancellation made by the customer more than 48 hours in advance.
b) Duly justified force majeure situations (accidents, hospitalization, etc.). For group bookings, the refund will apply only to individuals who provide the corresponding justification.
The Center may offer, at the customer’s choice, a refund or a voucher to carry out the activity on another date.
6. Gift vouchers, coupons, and promotions
- No refunds are available for the amount paid.
- They are valid only during the period indicated in the document or, failing that, for 12 months from the purchase date.
- They are not cumulative unless specifically indicated.
- Discounts do not generate a right to a refund if the promotion expires.
7. Late Arrival
The customer must arrive sufficiently in advance.
- If the delay exceeds 15 minutes, the session time may be reduced without modifying the price.
- If it exceeds 20 minutes, the Center may cancel the activity without the right to a refund.
9. Safety Rules and Right of Admission
The Center may cancel or interrupt the activity without the right to a refund in the following cases:
- Non-compliance with safety rules.
- Dangerous or disrespectful behavior.
- State of intoxication or under the influence of substances.
- Inappropriate use of equipment.
10. Group Bookings and Private Events
Non-refundable deposit payments or specific conditions may be required. These will be detailed in each associated quote or contract.
11. Data Protection The processing of personal data will be carried out in accordance with Regulation (EU) 2016/679 (GDPR) and applicable Spanish legislation.
