Terms and Conditions

Reservation Time - Your reservation time is your scheduled game time. This means that you should arrive 15 minutes before your scheduled game time in order to complete any paperwork. - Late arrivals will be moved to the next available session or rescheduled for a nominal fee. Please note the next available session, may not be on the same date as your booking. Rescheduling and Cancellations - You may reschedule your experience free of charge with a minimum of 48 hours notice by emailing penrith@freakvr.com.au or calling (02) 4761 1814. - Rescheduling within 48 hours will incur a fee of $30 per person. - There is no charge to transfer the package to a friend – this can be done on arrival. - FREAK Entertainment reserves the right to cancel bookings at short notice due to technical issues, unscheduled repairs, maintenance or anything outside of our control. - In the event that FREAK Entertainment does cancel your booking, it will be rescheduled at the next available timeslot. No refund will be available. - If you fail to arrive for your game, your booking will be void and no refund will be issued. - FREAK Entertainment does not offer refunds, wholly or partially. Please make sure you agree to the Terms & Conditions before purchasing your game package. - Cancellations require 48 hours’ notice. Such reservations may only be rescheduled under the same terms as the original reservation’s pricing and applicable restrictions. As a courtesy, FREAK Entertainment may elect to reschedule such cancellations, but shall do so at its sole discretion and may require the payment of an administrative fee. - Customers with repeated cancellations or no-shows may lose game privileges. - FREAK Entertainment cannot be held responsible for missed reservations as a result of extenuating circumstances such as transportation, weather, nor any other reason outside of the control of FREAK Entertainment, nor for expenses related to scheduled reservations. Gift Vouchers - FREAK Entertainment Gift Vouchers are valid for 3 years from the date of purchase, except where the gift voucher is purchased through a promotion or at a discounted rate. In that instance, the gift voucher is valid as per the terms and conditions of that promotion. - Gift vouchers must be booked and played before the expiry date shown on the voucher. - Expired gift vouchers will not be accepted. - At FREAK Entertainment’s discretion, customers may book their voucher for a date up to three (3) months after the expiry date for a cost of $30 per voucher. This only applies to vouchers issued by FREAK Entertainment and not external gift experience companies. - If your FREAK Entertainment voucher expired 3 months ago or more the voucher cannot be extended under any circumstances. - FREAK Entertainment vouchers cannot be redeemed for cash and cannot be refunded. If you are unable to use your gift card you may transfer it to another person. - Treat your voucher like cash and take care not to lose it. Lost or stolen gift vouchers are non-refundable, and no replacements are available. If your voucher is lost or stolen you are unable to redeem your package and will be required to purchase a new voucher. - Failure to show on your scheduled date and time will render your voucher invalid. - Customers are able to upgrade their package to a higher value package by paying the difference at the time of booking. No change will be issued for playing a lower value package. - FREAK Entertainment does not offer refunds, wholly or partially. Please make sure you agree to the Terms & Conditions before purchasing your gift card. Unexpected Maintenance - FREAK Entertainment operates using cutting edge technology which may occasionally require unexpected maintenance. - Our best effort is made to ensure all reservations can be honoured. - Reservations cancelled by FREAK Entertainment may be rescheduled based on availability and customer preference. - Rescheduling of bookings cancelled by FREAK Entertainment may or may not be available at the rates and/or schedules which are compatible with the customer’s schedule. - FREAK Entertainment will make every effort to reschedule under the same terms wherever possible. COVID-19 Specific Terms - In the event of a Government enforced closure, FREAK Entertainment will offer rescheduling of bookings that fall within the shutdown period, for up to 6 months after the date of re-opening. No refund will be availabe. - FREAK's COVID policy can be found here: https://www.freakvr.com.au/news/keeping-you-safe/