Terms and Conditions

1 - Booking and Payment

1.1 Standard bookings (up to 15 guests)

• Full payment is required at the time of booking to secure the date and time

• Bookings are confirmed only once payment is received

1.2 Bespoke/Large group bookings (15+ guests)

• A 50% deposit is required to secure the date

• The remaining 50% balance is due no later than 4 weeks before the event

• If the balance is not paid by the due date obliViaR may cancel the booking and retain the deposit

1.3 Payment methods and transferability

• We accept card payments and bank transfers

• Payments are non-transferable to other customers and non-transferable between bookings unless agreed in writing

2 - Cancellation, Rescheduling and Refund Policy (core rules)

We adopt a clear, tiered approach to changes and cancellations. We also retain discretion to vary these terms for goodwill in exceptional circumstances.

2.1 Standard change windows (applies to all onsite bookings)

• 48+ hours before the booking: Changes and cancellations can be made for any booking more than 48 hours away. Bookings may be rescheduled a maximum of two times

• 24-48 hours before the booking: Cancellations or reductions in player numbers made 24 to 48 hours before the scheduled booking will be issued as a gift certificate to use toward a future booking. These changes are not eligible for a cash refund

• Less than 24 hours before the booking: No changes, cancellations or reschedules can be made for bookings less than 24 hours away, and no refunds will be issued. Non-attendance will result in cancellation with no refund. Arriving late may result in cancellation with no refund or the reduction of playing time. This policy mirrors common industry practice for on-site VR experiences

2.2 Bespoke/Large group bookings (additional rules)reschedule

• More than 6 weeks before the event: Deposit refundable minus a £25 admin fee, or you may reschedule once free of charge

• 4-6 weeks before the event: Deposit becomes non-refundable. No further payment is required if you cancel at this stage

• Less than 4 weeks before the event: Deposit is non-refundable. Any balance already paid will be refunded minus unrecoverable costs

• Less than 7 days before the event: Deposit and balance are non-refundable

2.3 Admin fee and credits

• We apply a £25 admin fee to refunds where stated

• Where a cash refund is not offered, we will issue a credit valid for 12 months from the date of issue

3 - Rescheduling, Late Arrival and No-Show

3.1 Rescheduling

• One free reschedule is permitted within the long-notice window (standard bookings: more than 48 hours; bespoke bookings: more than 6 weeks)

• Additional reschedules or reschedules inside the short notice window may incur a £25 reschedule fee, are subject to availability and any price difference for the new date

3.2 Late arrival and no-show

• Please arrive a minimum of 10 minutes before your scheduled time. Late arrivals may have reduced playtime

• Arriving more than 5 minutes late may result in a shortened experience or cancellation with no refund to avoid impacting other bookings

• No-shows forfeit the booking and payment

4 - Unrecoverable Costs, Rebooking Forgiveness and Force Majeure

4.1 Unrecoverable costs

• When calculating refunds, we will itemise and deduct unrecoverable costs such as staffing already scheduled, bespoke materials, food or catering orders, printed materials, and third-party supplier charges

4.2 Rebooking forgiveness

• If obliViaR is able to rebook your cancelled slot with another customer we will refund payments made minus the £25 admin fee

4.3 Force majeure and obliViaR cancellations

• If obliViaR cancels for reasons within our control, you will receive a full refund

• If cancellation is due to circumstances outside our control, including extreme weather, venue closure, or other force majeure events, we will offer a full refund or a free reschedule. We will not be liable for indirect losses

5 - Liability, Safety and Conduct

• All equipment remains the property of obliViaR. Only obliViaR staff may operate or adjust headsets and controllers

• Guests must follow staff instructions at all times. obliViaR may pause or stop gameplay for safety or behavioural reasons

• obliViaR is not responsible for loss or damage to personal property. obliViaR holds public liability insurance

6 - Acceptance, Contact and Goodwill

6.1 Acceptance

• By paying, you confirm you have read, understood and accepted these terms

6.2 Contact for changes or cancellations

• To change or cancel a booking, contact hello@obliviar.co.uk or call 01904 460257. Changes are only effective once confirmed by obliViaR

6.3 Goodwill discretion

• obliViaR retains discretion to vary any of these terms in exceptional circumstances where goodwill is appropriate