1. Purpose and Scope
This policy governs all bookings made at Zero Latency VR Mallorca, whether 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.
As this is a leisure service with a specific execution date and time, the 14-day right of withdrawal does not apply, in accordance with Article 103.l) of Royal Legislative Decree 1/2007 (TRLGDCU). Cancellations and refunds are governed by this policy.
As this is a leisure service with a specific execution date and time, the 14-day right of withdrawal does not apply, in accordance with Article 103.l) of Royal Legislative Decree 1/2007 (TRLGDCU). Cancellations and refunds are governed by this 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.
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.
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 rules and right of admission
The center may cancel or interrupt the activity without the right to a refund for failure to comply with safety rules, dangerous or disrespectful behavior, being under the influence of alcohol or substances, or inappropriate use of equipment.
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.
Data protection
The processing of personal data will be carried out in accordance with Regulation (EU) 2016/679 (GDPR) and applicable Spanish legislation.
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.
View full company policy
Frequently Asked Questions
To communicate a change, cancellation, or accidental purchase: call 971 62 54 73 or WhatsApp +34 614 35 77 57.
View full company policy
Modifications do not affect bookings already confirmed before their publication.
Last updated: October 2026.
View full company policy
Frequently Asked Questions
To communicate a change, cancellation, or accidental purchase: call 971 62 54 73 or WhatsApp +34 614 35 77 57.
View full company policy
