Refund and return policy

The short version

• ·Cancel more than 24 hours before your slot starts and we refund the room price in full.
• ·The payment processing fee charged at checkout is not refundable. It is taken by the payment gateway, not by us, and it is not returned to us when a payment is reversed.
• ·Inside 24 hours we cannot refund, because the slot is very unlikely to be filled again at that notice.

How to cancel

Cancellations are handled personally over phone or WhatsApp. There is no self-service option online, and that is deliberate: a quick message takes a moment and lets us offer your slot to another team.

Have your booking reference ready. It starts with CE and is in your confirmation email.

• Contact details and hours

Getting your money back

• ·Refunds go back to the same card you paid with. We cannot send them anywhere else.
• ·We start the refund within 2 business days of agreeing it.
• ·Your bank then takes its own time, usually 5 to 10 business days, before it shows on your statement.
• ·We will give you a refund reference when we start it, so you can quote it to your bank.

Moving your booking instead

More than 24 hours before your slot you can move to another time at no charge, subject to availability. A move is not a refund, so the processing fee already paid carries over with you and there is nothing further to pay unless the new slot costs more.

Late arrivals and no-shows

Your slot is a fixed window. Arriving late shortens your game rather than moving it, and no refund is due for the lost time. A team that does not arrive at all is treated as a no-show, and the booking is not refunded.

If we have to cancel

If we cancel your game for any reason on our side, you choose: a full refund including the processing fee, or a free move to another time. That is true whatever the notice, and it is true if a technical fault means we take your money but cannot give you the slot.

If something went wrong during your game

Tell your game master on the day if you can, or contact us within 7 days. If a fault on our side spoiled the experience we will put it right, usually with a free replay and, where that is not workable, a refund.