Company Policy
Bookings without food for up to 16 people
More than 48 hours in advance: full refund or date change at no cost.
Between 48 and 24 hours before: no refund; one date change is permitted, subject to availability.
Less than 24 hours before or no-show: no changes or refunds allowed, except for the accidental purchase exception explained below.
Between 48 and 24 hours before: no refund; one date change is permitted, subject to availability.
Less than 24 hours before or no-show: no changes or refunds allowed, except for the accidental purchase exception explained below.
Bookings with food or groups of more than 16 people
These timeframes apply if the booking includes food (menus, sharing platters, or catering), or if the group exceeds 16 people, whether or not food is included. They also apply to birthdays, events, and groups. They supersede the general cancellation and date change periods. Bookings without food for up to 16 people are governed by the general policy.
More than 5 days in advance: full refund or date change at no cost.
Between 5 and 3 days before: no refund; one date change is permitted, subject to availability.
Less than 3 days before: no cancellations or changes allowed.
We require more notice because food is ordered from external suppliers and, for large groups, we reserve several lanes or the entire venue exclusively for you.
More than 5 days in advance: full refund or date change at no cost.
Between 5 and 3 days before: no refund; one date change is permitted, subject to availability.
Less than 3 days before: no cancellations or changes allowed.
We require more notice because food is ordered from external suppliers and, for large groups, we reserve several lanes or the entire venue exclusively for you.
Same-day online accidental purchase
If you book online for the same day and make a mistake regarding the number of players or other booking details, please notify us by phone or WhatsApp. The time the notification is received relative to the start of the session will be used as the reference.
3 hours or more in advance: refund of the amount for the cancelled spots, partial or total.
Between 3 and 2 hours before: no refund; cancelled spots are converted into a voucher for the same amount, valid for 6 months from issue and redeemable for any experience at the center.
Less than 2 hours before or no notice: the general policy applies, with no changes or refunds.
This exception applies only once per booking. It does not apply to private events, birthdays with a menu, gift vouchers, or promotions. Refunds are made using the same payment method; vouchers cannot be exchanged for cash.
3 hours or more in advance: refund of the amount for the cancelled spots, partial or total.
Between 3 and 2 hours before: no refund; cancelled spots are converted into a voucher for the same amount, valid for 6 months from issue and redeemable for any experience at the center.
Less than 2 hours before or no notice: the general policy applies, with no changes or refunds.
This exception applies only once per booking. It does not apply to private events, birthdays with a menu, gift vouchers, or promotions. Refunds are made using the same payment method; vouchers cannot be exchanged for cash.
Date changes
A maximum of 1 change per booking is allowed, subject to availability.
Without food and up to 16 people: the 48 and 24-hour periods indicated above apply. With food or with more than 16 people: the specific 5 and 3-day periods apply, even if the large group does not order food; the general 24-hour limit does not apply.
Without food and up to 16 people: the 48 and 24-hour periods indicated above apply. With food or with more than 16 people: the specific 5 and 3-day periods apply, even if the large group does not order food; the general 24-hour limit does not apply.
Refunds
Refunds are only issued for cancellations made more than 48 hours in advance, or more than 5 days if the booking includes food or the group exceeds 16 people; due to duly justified force majeure; or for an erroneous online purchase on the same day communicated 3 hours or more in advance under the terms of the exception.
For group bookings, refunds for force majeure apply only to the individuals who provide the corresponding justification. The center may offer, at the customer’s choice, a refund or a voucher for another date.
For group bookings, refunds for force majeure apply only to the individuals who provide the corresponding justification. The center may offer, at the customer’s choice, a refund or a voucher for another date.
Arrival and punctuality
Please arrive 30 minutes before your session for check-in, safety briefings, game selection, and outfitting.
If the delay exceeds 15 minutes, game time may be reduced without a price adjustment.
If it exceeds 20 minutes, the center may cancel the activity without the right to a refund.
If the delay exceeds 15 minutes, game time may be reduced without a price adjustment.
If it exceeds 20 minutes, the center may cancel the activity without the right to a refund.
Safety
Minimum height: 1.40 m.
Minimum age: 10 years (10 to 12 with parental supervision).
People under the influence of alcohol or drugs cannot play.
Free mobility and functional vision are required. People with epilepsy, severe deafness, wheelchair users, or significant mobility difficulties in arms or legs cannot play.
⚠ Not recommended for people with heart problems or pregnant individuals; in any of these cases, center staff must be informed before participating.
⚠ The Zero Latency team is not responsible for material losses or theft.
Minimum age: 10 years (10 to 12 with parental supervision).
People under the influence of alcohol or drugs cannot play.
Free mobility and functional vision are required. People with epilepsy, severe deafness, wheelchair users, or significant mobility difficulties in arms or legs cannot play.
⚠ Not recommended for people with heart problems or pregnant individuals; in any of these cases, center staff must be informed before participating.
⚠ The Zero Latency team is not responsible for material losses or theft.
Children
Children cannot be left unattended in the waiting area.
The Zero Latency team is not responsible for them.
The Zero Latency team is not responsible for them.
Pre-bookings
Public, individual, or private games
Must be paid 100% at the time of online purchase or within 48 hours if made through the support team.
Birthday and event packages
Can be reserved without payment for 48 hours; after this period, they are automatically cancelled if not confirmed.
An initial payment of 50% is allowed to confirm the reservation, provided the product conditions are met (such as minimum and maximum number of players).
Must be paid 100% at the time of online purchase or within 48 hours if made through the support team.
Birthday and event packages
Can be reserved without payment for 48 hours; after this period, they are automatically cancelled if not confirmed.
An initial payment of 50% is allowed to confirm the reservation, provided the product conditions are met (such as minimum and maximum number of players).
Gift vouchers and promotions
These are non-refundable. Date changes are permitted within their validity period.
They are valid for the period indicated on the voucher or, if not specified, for 12 months from the date of purchase.
They cannot be combined with other offers unless specifically stated. The expiration of a promotion does not entitle the holder to a refund.
They are valid for the period indicated on the voucher or, if not specified, for 12 months from the date of purchase.
They cannot be combined with other offers unless specifically stated. The expiration of a promotion does not entitle the holder to a refund.
Promotional Codes
Must be applied before completing the purchase.
Valid online only and according to conditions.
Not combinable with other offers.
Zero Latency may change or cancel them without notice.
Valid online only and according to conditions.
Not combinable with other offers.
Zero Latency may change or cancel them without notice.
Waiver (Release of Liability)
You acknowledge that the experience involves physical risks (injuries, illnesses, even death).
You assume full personal responsibility.
You agree not to claim against VIRTUAL FUN SL for damages, except in cases of gross negligence.
You accept responsibility for material damage you may cause to the equipment.
The organization only provides basic first aid.
If minors participate, the responsible adult assumes the same conditions.
You authorize the use of your image and personal data for security and promotional purposes.
You assume full personal responsibility.
You agree not to claim against VIRTUAL FUN SL for damages, except in cases of gross negligence.
You accept responsibility for material damage you may cause to the equipment.
The organization only provides basic first aid.
If minors participate, the responsible adult assumes the same conditions.
You authorize the use of your image and personal data for security and promotional purposes.
General Terms
By using the service, you automatically accept the General Terms and Conditions of VIRTUAL FUN SL (Zero Latency Palma).
The confirmation email is proof of booking.
Bookings must be paid before the event (card or bank transfer).
Promotional codes do not apply to events or birthdays unless specified.
The confirmation email is proof of booking.
Bookings must be paid before the event (card or bank transfer).
Promotional codes do not apply to events or birthdays unless specified.
Validity of conditions
The current conditions are those published in the company policy and prevail over any printed or previous version.
Modifications do not affect bookings already confirmed before their publication.
Last updated: October 2026.
To communicate a change, cancellation, or erroneous purchase: call 971 62 54 73 or WhatsApp +34 614 35 77 57.
Consult the full company policy
Consult the terms and conditions
Modifications do not affect bookings already confirmed before their publication.
Last updated: October 2026.
To communicate a change, cancellation, or erroneous purchase: call 971 62 54 73 or WhatsApp +34 614 35 77 57.
Consult the full company policy
Consult the terms and conditions
