Bookings policy
1. WHERE TO FIND INFORMATION ABOUT US AND OUR SERVICES
- You can find everything you need to know about us, Roxy Leisure Ltd (a company with registered office address 5 Clayton Wood Court, West Park, Leeds, England, LS16 6QW, and company registration number 09724448), (“we”, “our”, “us”) and our venues on our website before you order. We also confirm the key information to you in writing after you order by email.
- You can contact us at customerservice@roxyleisure.co.uk
2. PLACING AN ORDER
- Our acceptance of your booking will take place when your payment is processed by us successfully, and you reach the booking confirmation page. We will also send you an email confirmation. At that point a booking agreement will come into existence between you and us. (“Agreement”).
- If we are unable to accept your booking, for example because of limitations on our resources, we will inform you of this in writing and issue you a refund.
- “Games” means the games or area hire you have chosen when placing an order.
- All descriptive content or advertising issued by us, including any descriptions or illustrations found in our brochures or websites, are intended solely to provide a general understanding of the Games described. Such materials do not constitute part of the Agreement and hold no contractual authority.
- Any typographical, clerical or other error or omission in any booking confirmation or other documentation issued by us (including any electronic documentation) is subject to correction without any liability on our part.
- Sometimes we reject orders, for example, because of limitations on our resources, or because we cannot verify your age (where the Services are age-restricted). When this happens, we let you know as soon as possible and refund any sums you have already paid.
- Bookings cannot be resold or transferred for commercial gain, without our written consent. Any attempt to do so will result in the cancellation of the booking without refund, and the holder may be denied entry or asked to leave.
- These booking terms and conditions incorporate our Disclaimer and Safety Rules and Privacy Policy.
3. PAYMENT
- Unless otherwise agreed between us, we kindly ask our guests to pay in full when placing the order to secure gaming or area hire. The slot will not be secured until payment has been received in full. Full pre-payment is also required for all food and drinks ordered in advance.
- All prices are stated on our prices & info pages, and are inclusive of VAT.
- In the event that payment is not taken in the usual way at the time of booking payment must be made before gaming.
- We use a third party site called https://togobookingsystem.co.uk/ for the purpose of taking bookings. Once you navigate to their site, their terms and conditions will apply, a copy of which can be found here https://togobookingsystem.co.uk/privacy-policy/ Please note that we are not responsible for any of the content, accuracy or opinions expressed on third party websites, or for any issues, discrepancies, or liabilities that arise from your interactions or transactions on www.TooGoodToGo.com. All credit/debit card payments made on their site are securely handled by an industry-leading payment processor, and no payment information is stored on our website.
4. SUPPLY OF THE GAMES
- We will supply the Games in accordance with the booking form, but we may make changes to the Games to be made available if required to reflect changes in relevant laws and/or health and safety requirements;
- If you wish to change the nature or details of a booking, you should contact us with details of the requested change, and we will do what we can to accommodate the change but give no guarantee that we will be able to do so. Please see our ‘Cancellation and Changes policy’ at clause Error! Reference source not found. below for more details.
- Food and drinks are not included in a booking unless pre-ordered and must be purchased separately. No outside food or drinks are allowed at the venue.
5. CANCELLATION AND CHANGES POLICY
Your cancellation and postponement rights differ depending on the size of the party booked.
- Bookings of up to 14 people:
- You can cancel a booking you have made and will receive a refund of the advance payment if you cancel at least 48 hours before the scheduled time of the booking. We will not provide refunds if cancellation occurs within 48 hours of the scheduled time.
- If bookings are made less than 48 hours before the scheduled time, they are non-refundable.
- You can postpone a booking (subject to availability) without losing your advance payment if you do so at least 24 hours before the scheduled time of the booking. If bookings are made less than 24 hours before the scheduled time they are non-refundable and cannot be postponed.
- Any bookings increased to more than 14 people after placing the order will become subject to the deadlines in clause 1.2 below for ‘bookings of 15 people or more’.
- You can cancel a booking you have made and will receive a refund of the advance payment if you cancel at least 48 hours before the scheduled time of the booking. We will not provide refunds if cancellation occurs within 48 hours of the scheduled time.
- Bookings of 15 people or more:
- You can cancel a booking you have made and will receive a refund of the advance payment if you cancel at least 14 days before the scheduled time of the booking. We will not provide refunds if cancellation occurs within 14 days of the scheduled time.
- If bookings are made less than 14 days before the scheduled time, they will be non-refundable.
- You can postpone a booking (subject to availability) without losing your advance payment if you do so at least 48 hours before the scheduled time of the booking We cannot provide a postponement of your booking within 48 hours of the scheduled time.
- Any booking reduced to less than 15 people after placing the order will remain subject to the deadlines set out in this clause 1.2 ‘bookings of 15 people or more’.
- You can cancel a booking you have made and will receive a refund of the advance payment if you cancel at least 14 days before the scheduled time of the booking. We will not provide refunds if cancellation occurs within 14 days of the scheduled time.
- In respect of all bookings:
- if a booking is postponed the timeframes specified above will remain based on the original scheduled date;
- the rescheduled date for all postponed bookings must be within 6 months of the original scheduled date;
- we are unable to provide refunds or credit for any last-minute changes, such as a reduction in the number of guests, if this is not done within the required timeframes set out below at clause 1.1.1 or 1.2.1; and any increases to the party size prior to arrival require an additional payment per additional guest and are subject to availability.
- if a booking is postponed the timeframes specified above will remain based on the original scheduled date;
- How to let us know. To let us know you want to cancel or make a change to your booking contact our customer service team at customerservice@roxyleisure.co.uk . We will refund you as soon as possible and within 14 days of you telling us you’ve changed your mind by the method you used for payment. We do not charge a fee for the refund.
- Our cancellation. Should we feel it is necessary to cancel your booking, we will use reasonable endeavours to notify you as soon as possible. You will be entitled to a full refund in the event of cancellation under this clause, but no other compensation shall be payable.
6. NO SHOWS AND LATENESS
- If you do not show up for your gaming or area booking, or you are more than 10 minutes late, your pre-payment will not be refunded. We ask all our gamers to arrive 15 minutes before your game time, if you are running late then please let us know. We can only hold your gaming area for 10 minutes. After this time, we cannot guarantee your booking, however we will do our best to fit you in if we can.
- Pre-payments are non-refundable for lateness or no-shows.
7. YOUR RESPONSIBILITIES
- You are responsible for checking that you have provided the correct information at the point of booking, and we are not responsible if the information provided is incomplete or incorrect.
- You must comply, and ensure that all guests included in your group comply, with all applicable laws, including health and safety laws, and all our regulations and instructions which are made available to you (including instructions given orally at the venue).
- Please take care of your belongings at the venue. We (including our staff, agents, or partners) are not responsible for any loss or damage unless caused by our deliberate acts, omissions, or negligence, and where such responsibility cannot be excluded by law.
- You confirm that you have read and understood the Disclaimer and Safety Rules provided at the point of booking, and made your guests aware of the Disclaimer and Safety Rules before being allowed to undertake the Games.
8. WE CAN SUSPEND ACCESS (AND YOU HAVE RIGHTS IF WE DO)
- We can suspend the use of the gaming or other booked area or make changes to the Games. We may do this to:
- deal with technical problems or make minor technical changes;
- update the area to reflect changes in relevant laws and regulatory requirements; or
- make changes to the Games.
- We will contact you in advance to tell you we’re suspending access to a gaming area or other booked area or making changes to the Games, unless the problem is urgent or an emergency. If we suspend the use of the booked area for more than an hour after your scheduled end time, we will offer a refund unless you agree to reschedule your booking to a later time or date, or accept an offer of an alternative game (in which case the price for the Services will be adjusted if the alternative game costs less or more than what you have already paid).
9. DAMAGES TO EQUIPMENT AND REMOVAL FROM VENUE
- If there is any damage to any of our equipment, we reserve the right to charge the cost of the repairs. Please note this also applies to our private rooms and areas within the venue and any other bookable aspect of the venue. The person that made the booking will be held ultimately responsible for these costs, if they cannot be recovered from their guests.
- Please drink responsibly. We may refuse entry or service to (and where already admitted to the venue may remove) guests who disrupt others’ enjoyment and safety in any way (including verbal abuse) or cause damage to our property.
- We may remove any guests who refuse to follow the safety rules and guidance provided in the Disclaimer and Safety Rules.
- In order to protect the safety of all guests and staff, we may carry out security searches on or after entry to the venue, and you will need to comply with such searches if required. Failure to do so may result in your removal from the venue.
- Please note that if you are personally ejected from the venue for any reason you will not be able to claim a refund on your pre-payment or any in venue spend.
10. DRESS CODE AND AGE RESTRICTIONS
- We do not allow any sportswear including but not limited to; jogging bottoms, team shirts, tracksuits, sports shorts.
- All our Roxy Ball Room venues are strictly over-18s and operate on a Challenge 25 policy, so we would be unable to accommodate anyone under that age in the venue.
- Our Roxy Lanes venues do allow under-18s within certain time frames. Please find your relevant Roxy Lanes venue below with their relevant age restrictions.
- Roxy Lanes – Union Street, Bristol allow under-18s with a supervising adult until 5pm (7-Days).
- All other Roxy Lanes Venues allow under-18s with a supervising adult until 7pm (5pm on Saturdays).
- In order to enforce the age restriction referred to above we may need to carry out ID checks on or after entry to the venue, and all guests will need to submit to such checks if required.
- Refunds may not be given if group members are unable to provide valid ID, or are refused entry to the venue.
11. OUR RESPONSIBILITY FOR LOSS, DAMAGE OR INJURY
- Except as otherwise provided in these Terms and Conditions (including the Disclaimer and Safety Rules) we are not responsible for the loss, or damage, of or to any property or to any person arising from the booking of, or participation in, the Games or use of a booked area and our liability shall be limited to the refund of any charges paid
- We do not in any way exclude or limit our liability for death or personal injury caused by our negligence or any other liability which cannot be limited by law.
12. DELAYS OUTSIDE OUR CONTROL
If delay is caused by an event outside our control (such as adverse weather conditions, faulty or broken equipment, staff illness or a general market shortage of particular products), we will contact you as soon as possible to let you know and do what we can to reduce the delay, and if the issue only affects the type of game you have booked, offer you (subject to availability) alternative games. As long as we do this, we will not compensate you for the delay, but if the delay is likely to be substantial you can contact our customer service team at customerservice@roxyleisure.co.uk or by e-mailing us to end the Agreement and receive a refund for the Games which you have not been able to play.
13. HOW WE USE YOUR PERSONAL DATA
How we use any personal data you give us is set out in our Privacy Policy: https://roxyleisure.co.uk/privacy-policy/
14. COMPLAINTS
- We are committed to addressing any complaints you may have. Our staff at the venue will make every effort to resolve any complaints or issues concerning our Services. Alternatively, you may contact our customer service team at customerservice@roxyleisure.co.uk.
- These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
15. OTHER IMPORTANT TERMS APPLY TO OUR AGREEMENT
- We amend these terms and conditions from time to time. Each time you order Services from us, the terms and conditions in force at the time of your order apply to the Agreement between you and us.
- We can transfer our Agreement with you to a different organisation who is responsible for supplying the Games, but you can only transfer your Agreement with us to someone else if we agree to this.
- Nobody else has any rights under the Agreement. The Agreement is between you and us and nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
- If a court invalidates some of the Agreement, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
- Even if we delay in enforcing the Agreement, we can still enforce it later. We might not immediately chase you for not doing something or for doing something you’re not allowed to, but that does not mean we cannot do it later.
