21 Hurstmere Road, Takapuna, Auckland 0622, New Zealand +64225288815

Refund Policy

Refund Policy – Virtual Games Club

At ImmersiZone, we are dedicated to providing an engaging, immersive, and fair gaming experience for all our players. Whether you join us for single-player challenges, multiplayer tournaments, or social gaming sessions, we want you to enjoy every moment. We also recognize that sometimes plans change or unexpected situations arise. That’s why we’ve developed this comprehensive refund policy to ensure transparency, fairness, and clarity for all transactions related to our virtual gaming services.

Please review this policy carefully before making a booking or purchase. By using our services, you agree to the terms set forth in this policy.

1. General Refund Guidelines

Refunds, where applicable, will be issued to the original form of payment whenever possible. In situations where this is not feasible, store credit may be offered at our discretion. Approved refunds will generally be processed within 5 to 10 business days, depending on your payment provider’s processing times. Refunds will only be considered if requested within the specified timeframes outlined in this policy.

2. Booking Cancellations and Refunds

2.1 Individual Game Session Bookings

  • A full refund will be provided if the cancellation request is submitted at least 5 days prior to the scheduled session.
  • A 50% refund will be provided for cancellations made between 2 and 4 days before the scheduled session.
  • No refund will be provided for cancellations made less than 48 hours before the session, as preparations, resources, and server allocations will have already been committed.

2.2 Group Sessions and Tournaments

  • A full refund will be provided if the cancellation is made at least 7 days prior to the event.
  • A 50% refund is available for cancellations made between 3 and 6 days prior.
  • No refund will be provided for cancellations made within 72 hours of the scheduled event start time.

3. Rescheduling Requests

  • You may request to reschedule a booking at no charge if the request is made at least 3 days before your scheduled time.
  • Reschedule requests made within 48 hours of the booking may incur a small administrative fee and are subject to availability.
  • Please note that rescheduling is offered as a courtesy and may not be guaranteed during peak periods or for tournament events.

4. Technical Issues and Service Interruptions

If a technical fault on our side (such as server failure, platform error, or connectivity issue related to our infrastructure) prevents you from participating in or completing your session:

  • We will first attempt to resolve the issue promptly so that you can continue playing.
  • If the issue cannot be resolved within a reasonable time during your session, you will be offered a full refund, store credit, or a reschedule at no additional cost.
  • Any requests for compensation due to technical issues must be submitted within 24 hours of the scheduled session to be considered.

5. Digital Purchases and In-Game Items

  • All digital purchases, including virtual currency, in-game enhancements, cosmetic items, and downloadable content are non-refundable once delivered, activated, or used in any form.
  • We encourage players to review their purchases carefully before confirming, as all sales of digital goods are considered final.
  • In rare cases where a technical error results in an incorrect or failed delivery of digital content, please contact our support team within 3 days of purchase. We will investigate and resolve the matter appropriately.

6. Memberships and Subscription Services

  • Memberships or subscriptions for access to our virtual games club services are eligible for a full refund if the request is made within 5 days of initial purchase and no sessions or benefits have been accessed.
  • If minimal use has occurred (such as a single login or trial session), a prorated refund may be considered if requested within 10 days of purchase.
  • No refunds will be provided for subscriptions or memberships beyond 10 days, or once significant use of benefits or features has taken place.
  • All subscription cancellations will stop future charges but do not result in a refund for any previously billed period unless eligible under the terms described above.

7. No-Shows

  • Failure to attend a scheduled session without prior cancellation or rescheduling will be considered a no-show.
  • No refunds or credits will be provided for no-shows, as resources and time slots will have been allocated.
  • We encourage players to contact us as early as possible if they foresee being unable to attend a booking.

8. Promotional Offers, Gift Vouchers, and Special Packages

  • Gift vouchers, promotional offers, and discounted packages are non-refundable once purchased or activated.
  • Vouchers may be transferred to another person if requested, and are typically valid for 12 months from the date of purchase.
  • Special packages (such as multi-session bundles) follow the same cancellation and refund terms as standard bookings, applied proportionally to the unused portion of the package.

9. Fraudulent or Unauthorized Transactions

If you believe a charge was made in error or without your authorization, please notify our team immediately. We will investigate the transaction and work with your payment provider to resolve the issue. Refunds will be issued promptly if fraud is confirmed.

10. Requesting a Refund

  • Contact our customer service team in person (where applicable), by phone, or via email.
  • Provide your booking confirmation number, transaction ID, or receipt along with a detailed reason for the request.
  • Our team will review your request and respond within 3 to 5 business days.
  • Please note that incomplete or inaccurate requests may delay the processing of your refund.

11. Exceptions and Discretion

We reserve the right to make exceptions to this policy in extraordinary circumstances, such as natural disasters, serious health emergencies, or other events beyond your control. In such cases, refunds, credits, or reschedules may be offered regardless of standard policy terms.

12. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our operations, legal requirements, or service offerings. The version of the policy in effect at the time of your booking will apply to your transaction. We encourage players to review the policy regularly to stay informed.

Final Note

At ImmersiZone, we are committed to providing a premium gaming experience with fairness and transparency in all our transactions. Your satisfaction matters to us, and we are here to assist you if you have any questions or concerns regarding this policy.

Thank you for choosing ImmersiZone. We look forward to seeing you in the game!