“We”, “our”, and “us” – DNA VR (DNA Escape Limited)
“You”, “Client”, “Customer”– The person who has made the booking on behalf of the party
“Group” – All people travelling with the group
‘’venue’’, ‘’service’’ – referring to the third party
“Booking Confirmation” – Details of your activity and other associated services together with pricing and payment information.
“Itinerary” – Detailed information relating to your activity and other related services and subsequently confirmed within the booking confirmation.
“Contract” – The agreed programme, as detailed within the booking confirmation.
It is assumed that you are the lead contact for your group and that all correspondence or conversations will take place between you and us. These conditions shall form the basis of the agreement for your booking and shall apply to the exclusion of any other terms and conditions whether put forward by you, your group or a third party or implied by law. No alteration to these conditions shall be effective unless expressly agreed to in writing by a director of DNA VR.
Confirmation of Booking
Bookings are only confirmed once payment has been made. Once a booking has been confirmed, you will receive a confirmation email with proof of payment and a booking reference number. In making a booking with us, acceptance of our terms and conditions is understood. In the case of group bookings, the person making the booking is responsible for making all members aware of these conditions.
We are happy to reserve slots, on certain occasions, in order for you to confirm your group details before committing to a booking. This does not constitute a completed booking and is not guaranteed. We can only reserve slots for a maximum of two weeks and for no later than a week before the booking. If you have not contacted our team to confirm the booking within this time, we will unreserve the slots, and they will be open for other customers to book.
Cancellations & Refunds
DNA VR is a live experience - like cinema or theatre; therefore, unfortunately, we are unable to offer monetary refunds for any sessions which are cancelled by you. This applies to both individual players and full bookings. If you need to cancel your booking, you will be offered Customer Credit which you can use to purchase a new session at another time. Please see the Rescheduling section for further terms relating to this.
DNA VR reserves the right to move your booking time or day due to operational needs. We will use all reasonable endeavours to ensure that we operate as usual. However, in our absolute discretion, we reserve the right, whether for safety reasons or otherwise, and with or without prior notice, to cancel any session. In the event of such cancellation, DNA VR will fully refund any visitor whose session is cancelled the cost of their prepaid ticket but otherwise shall have no liability whatsoever, including liability for travel expenses or any other out-of-pocket expenses, in respect of the cancellation.
All players should aim to arrive at their booked venue at least 10 minutes prior to their booked slot start time to ensure sessions can start promptly. If you have not arrived 10 minutes after your scheduled start time, a member of staff will attempt to contact you on the phone number provided on the booking. If you confirm that you are on your way, you will be allowed to play on arrival, but your session will be stopped at the official slot finish time regardless of how long you have played. If you wish to reschedule to another time so you can experience the full session, standard Rescheduling terms will apply.
If the member of staff cannot contact you, they will attempt again after a further 10 minutes. If there is still no confirmation after this time, this will be classed as a booking cancellation, and we will not be able to run your session.
DNA VR is not responsible for factors out of its control, such as late-running commuter services, traffic or parking difficulties (this is not an exhaustive list).
If you miss your scheduled start time, you will not be eligible for a refund.
We are happy to reschedule a booking if your circumstances change and you can no longer make it.
If you have a new date in mind, our team can move your booking directly as long as there is availability. Alternatively, we would be happy to return the equivalent amount of Customer Credit to your account, which you can use to rebook whenever you are ready. Please see Customer Credit information for more details. If you move your booking less than 48 hours before it is scheduled, you will be charged a rescheduling fee equivalent to 10% of the full booking price for bookings larger than £120. A flat £12 fee will be applied for bookings less than £120. This will either be directly taken from your Customer Credit or can be paid on arrival at the venue. Bookings can only be rescheduled twice. Rescheduling fees will stack accordingly.
Customer Credit is valid for 1 year after it has been issued. It can be used towards any session type at any venue. It cannot be used to purchase any other products that may be on offer at the venues. It cannot be exchanged for monetary compensation.
Gift vouchers bought directly from our website are valid for 1 year from the date of purchase. They can be used to purchase any session type, on any day, at any venue. If the voucher does not cover the full amount of the session, the remainder must be paid during the booking process in order to secure the booking. If the session that you are booking is worth less than the voucher’s value, the remaining money will be automatically added to your customer account as credit.
If you purchase a voucher from a third-party website, this does not mean that a booking is confirmed. You must contact us with the voucher details in order to request a slot. Your session is only confirmed once you have received an official confirmation email from DNA VR. Third party vouchers are only valid for the session type, day and number of people that is stated on the voucher. If you wish to change any of these details, the difference can be paid upon booking in line with the changes. Please contact the third-party company directly for their full terms and conditions. Third-party vouchers are governed by the terms and conditions of the third-party provider, and cannot be exchanged for immediate, direct pricing.
Our standard Refund and Rescheduling policy applies to any booking made with a gift voucher.
Discount code received on site can only be used to book online for future sessions, they cannot be used when making a booking at the venue. Discounts cannot be applied to the booking after payment has already been made. Multiple discount codes cannot be applied in conjunction with one another.
Our prices are variable between Super Off Peak, Off Peak and Peak times. Prices are specific to these days and cannot be changed. If you are rescheduling a session to a time that has different pricing, you must pay the difference in price (as well as any applicable rescheduling fees mentioned above). This also applies to any slots with additional reduction in price automatically applied on the booking website.
If you are moving to a slot that has a lower value than the original, you will receive the difference in price as Customer Credit.
Health & Safety
You and your group must undertake to comply with all instructions relating to your DNA VR session received from us or any of our venues or services from time to time and to take such other steps sufficient to ensure, so far as is reasonably practicable, that your session will at all times be safe and without risk to health.
Our company's policy regarding motion sickness is that customers who experience this condition during their VR sessions will not be eligible for a refund or credit. However, our staff will make every effort to ensure that customers are still able to enjoy as much of the session as possible despite any discomfort caused by motion sickness. By continuing to use our VR services, customers acknowledge and accept this policy.
Customers holding babies in body carriers will not be permitted in the VR.
Minimum ages for each session type can be seen below: VR Arcade session 7+
VR Escape room 10+ (7+ if accompanied by an adult) Premium Free Roaming: 12+
Ubisoft VR Escape rooms: 12+ (10+ if accompanied by an adult)
This is an enforced restriction due to the size and complexity of the equipment and the suitability of the games within each session type. All players are given safety instructions at the start of the session and children must be mature enough to comprehend and heed these instructions to ensure their own well-being.
If your child does become overwhelmed by the experience and cannot complete the session, our staff will be as accommodating as possible, but we will not offer customer credit or a refund. If your child finds the headset too uncomfortable or if the headset does not fit leading them to not be able to play, we will not offer customer credit or a refund. If your child is not adhering to the safety instructions provided by staff, causing them to endanger themselves or any of our equipment, staff reserve the right to terminate their session without customer credit or a refund.
Parents or guardians are liable for any children under the age of 16. All children under the age of 16 must be accompanied by an adult at the venue throughout their session.
In our Manchester venue, all individuals under the age of 18 must leave the premises by 22:00hrs. Between 19:00hrs and 22:00hrs, individuals under the age of 16 must be supervised at a ratio of 1 adult to 8 children.
In order to ensure compliance with these policies, we reserve the right to ask for identification from anyone attempting to enter the venue. Acceptable forms of identification include any government-issued photo identification cards that are legally recognized in the United Kingdom. If a person is unable to provide acceptable identification upon request, we reserve the right to deny entry to the venue without providing a refund.
You are expected to respect your environment and other people around you throughout the duration of your time at DNA VR. All venues and/or services have every right to terminate, without notice, your activity under threat of vandalism, violence or any other behaviour deemed inappropriate by them.
We reserve the right to disallow play on the day of your event with no refund if you or any of your party are believed to be under the influence of alcohol or drugs. We accept no liability for any accident or misadventure that occurs while any of your group is under the influence of drink or drugs. In such cases, all insurances will be invalidated, and you will not have any entitlement to a refund of any kind whatsoever.
We accept no liability for any damage caused by any member of your group and will provide your contact details to any venue or service seeking to claim compensation as a result of the actions of your party.
We do not tolerate any kind of bullying or harassment towards our employees and we reserve the right to remove from our premises any person who is violent, abusive, threatening or disruptive or whose behaviour is causing distress to other customers or employees, with no refund for booked or partially played games.
Customers are expected to treat all equipment and property of DNA VR with the utmost care. If any significant damages occur beyond the standard wear and tear that is expected, the customer will be required to pay the full amount for the repair of the damaged item. Should the item be damaged beyond reasonable repair, the customer is required to pay the full amount to replace the item. This is inclusive of any damages caused by either deliberate misuse or accidents due to not following the instructions given by staff members.
Our company provides lockers for customers to store their personal belongings during their VR sessions. Please note that any items left in these lockers are done so at the customer's own risk, and our company will not be held responsible for any loss or damage incurred. By using our lockers, customers acknowledge and accept this policy.
We strongly recommend that customers do not leave any valuable or fragile items in their lockers and take all necessary precautions to ensure the safety of their belongings.
Parties and Events
If you have booked the entire venue (all headsets) for 2 or more hours, then you are welcome to bring your own food and drink to enjoy throughout your session. Alcoholic beverages are allowed but they are limited to maximum 2 per person. All food and any related items must be consumed and cleared away at least 10 minutes before the end of your scheduled session in order to allow the reception areas to be available for the next customers.
If you are planning on bringing any decorations, this must be pre-approved before your arrival. No adhesives can be used that could cause damage to any of our property. All decorations must be taken down at least 10 minutes before the end of your scheduled session. Please note that we cannot accept any candles or sparklers for safety reasons.
If you are planning on having anything delivered to the venue, this must be pre-approved at least 48hrs before your scheduled session, otherwise it may not be accepted.
Please do not arrive at your session any more than 15 minutes before your scheduled start time. If you arrive any earlier, you may be asked to wait outside or come back closer to your start time.
At least 50% of the full amount must be paid in order to secure the booking. The remaining amount must be paid no later than 24 hours before the scheduled slot second instalment, we may be able to adjust the price accordingly. After the payment has been made, standard cancellation and refund policy applies.
Terms & Availability
In the unlikely event that our venue’s terms and/or availability for your group changes after you have made a booking, we will do our utmost to ensure you experience as little disruption as possible. If we are unable to make alternative arrangements in the case of a venue or service cancellation, then we will offer an alternative or a refund for that part of your booking. In any event, we shall not be liable for any delays or any failure to perform any of our obligations under these conditions, or any third party obligations, caused by any factor beyond our reasonable control, including but not limited to acts of terrorism, natural disasters, poor weather conditions and the declaration of war.
The selection of booths in which customers will play is at the discretion of our staff. Customers are not able to choose specific booths for their use. Please note that this may include booths that are visible to the public.
By giving us your name and personal details, you consent for these to be used as necessary in processing your booking and complying with legal requirements in accordance with GDPR. This may also include providing your contact telephone number to suppliers connected with your booking so that they are able to reach you in the event of an emergency. We may also use your contact information to send you details of special offers from ourselves – should you not want to receive these, please tell us. Your personal details will not be passed on to any other third Parties.
Website and Brochure
The descriptions and illustrations on any of our literature or our website are given as approximate representations only and given in good faith. In using our website, you agree to the following:- The Material may contain inaccuracies or typographical errors. We make no representations about the accuracy, reliability, completeness or timeliness of the Material or about the results to be obtained from using our Websites and the Material.
- We do not guarantee that the Websites will operate error-free or that this Website and its server are free of computer viruses and other harmful material. If your use of the Website or the Material results in need for servicing or replacing equipment or data, we accept no responsibility for those costs.
- Our Website may contain links to third-party websites. These links are provided as a convenience to you and not as an endorsement by us of the contents on such third-party websites. We are not responsible for the content of linked third-party sites and do not make any representations regarding the content or accuracy of materials on such third-party websites. Accessing linked third-party websites is done at your own risk.
- We do not regard the submission of an enquiry form as confirmation of booking. You should first receive a confirmation email and booking reference number to ensure that your requirements can be met and to check availability.
These terms and conditions are in place to ensure the smooth running and enjoyment of your event. They are governed by English Law and shall be subject to the exclusive jurisdiction of the English Courts.
The following general conditions shall apply:- These conditions are personal to you and your group.
- You or your group shall not assign, transfer or charge your rights and
responsibilities under these conditions or any of them without our prior
- The provisions of these conditions are severable and distinct from one
another, and, if any of the provisions is or becomes invalid, illegal or unenforceable, the validity, legality or enforceability of the other provisions shall not in any way be affected or impaired.- The headings in these conditions are for convenience only and do not affect the interpretation of the agreement