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Terms and Conditions

1. Information about us

  1.1 We are Matrix Entertainment Limited, a company registered in England and Wales. Our company number is 10450109 and our registered office is at Unit UG06, Zellig Building, The Custard Factory, Gibb Street, Birmingham, B9 4AT  (“we”, “us” or “our”).

  1.2 You can contact us :

    1.2.1 by email, at;

    1.2.2 by phone, at 0044 7706256476 and 0044 7414844956; or

    1.2.3 by writing, at Matrix Virtual Reality, Unit UG06, Zellig Building, The Custard Factory, Gibb Street, Birmingham, B9 4AT.

2. Information about these terms

  2.1 These terms and conditions (referred to as the “terms”) set out the agreement between you and us.

  2.2 By booking a session with us, you agree to be bound by these terms. Therefore, if you do not accept these terms, you should not book with us.

  2.3 We reserve the right to alter the terms from time to time so please ensure you read them carefully each time you plan to book a visit to us. 

3. Payment

  3.1 You can pay for your session with us via the following payment methods Visa Credit, Visa Debit, MasterCard Credit, Mastercard Debit, American Express, JCB, Diners Club.

  3.2 We require payment in full at the time of your booking or on arrival (at our discretion). This payment must be received by us and not subject to a charge back in order for you to attend your sessions. A booking is required as unless there is a booking there might not be any staff at the time you come in. In order to schedule for staff, we need that an advance notice/ booking is made. Further to this, unless a booking is made, we might not be able to take you in as we might be fully booked for the date/time you attend. The only way to be certain you will be able to attend and participate in the activities is to make an advance booking on our website

4. Refunds, amendments or cancellations

  4.1 No refunds will be issued within 24 hours of the beginning of your session.

  4.2 Bookings can be amended or cancelled free of charge no later than 24 hours prior to your session’s start time.

4.3 Cancelling a session for refund within 24 hours of your session is not possible. Within 24 hours, and no less than 12 hours prior to your booking, we can ONLY reschedule your session to another date, under the condition that a short notice reschedule fee of £15 for a session of 1 or 2 players, £30 for a session of 3 or 4 players, and £40 for a session of 5 or more players is charged. This is to cover staff costs and also that we will not have sufficient time to have the slot booked by someone else, thus we as a company end up bearing the losses in connection with such short notice reschedules.
If your session start time is in less than 12 hours, we can not issue refunds and we can not reschedule you for another date and time.

5. Lateness

  5.1 If you are late to your session, you may miss your session. No refunds can be given in such circumstances.

6. Requirements for Participation

  6.1 All users must adhere to our strict:

    6.1.1 age;

    6.1.2 weight;

    requirements at all times when using our equipment (the “Equipment Requirements”).

  6.2 If any users of our equipment fail to comply with the Equipment Requirements, we reserve the right to refuse to allow you to continue your session.

  6.3 In general, we would suggest that our equipment is suitable for children who are aged 7 years old or above.

  6.4 For group bookings, any users or visitor under the age of 13 years old must arrive with a supervising adult at the beginning of their session, who will ultimately be responsible for the whole group.

  6.5 The Obutto racing simulators have a maximum load restriction of 130kg due to the structure of the frame and seat.

7. Health and Safety

  7.1 While you are on our premises, you must ensure to conform to our codes and regulations, adopt proper standards of behaviour, and cooperate with our employees. If, in our opinion, you are not doing so, we reserve the right to cancel your session and ask you to leave immediately. No refund will be provided in these circumstances.

  7.2 We are entitled to charge you for any damage you (or any of your users) cause which is intentional and/or caused by misuse of items.

  7.3 The session will provide access to virtual reality experiences. These experiences may in certain cases be unsuitable for individuals with certain health conditions. For example, although they are very rare, some may experience dizziness and nausea caused by the motion and visuals during the session. Please seek appropriate medical advice if in doubt and before you permit any child or adult to take part in the session. Listen carefully to our staff as they will give important information about how to minimise the chances or avoid getting dizziness/motion sickness altogether.

  7.4 Each user and their supervising adult is responsible for following the safety briefing provided by our staff at the beginning of your session. If, in our opinion, you are acting in, or directing others to act in such a way that poses (or could potentially pose) a risk to health and safety, we reserve the right to cease your session. If this occurs, you will not be entitled to any refund. 

  7.5 All visitors agree to abide and comply with any request or order made by us on the grounds of safety, whether it be the safety of our site, our visitors or some other person, our equipment or on any other grounds.

  7.6 All visitors should arrive promptly for their session and should leave our site promptly following completion of their session. 

  7.7 No food or drink is allowed in the experience area or near any of our equipment unless prior authorisation for such has been given by the manager/owner. If you have any such food/drink requests, please contact us via email on or call us on 07706256476 or 07414844956 prior to the beginning of your booking.

  7.8 Spectators are not permitted to physically interact with our equipment and/or users taking part in the session.

  7.9 We recommend that sensible footwear is worn at all times. Loose articles such as scarves may need to be removed before starting your session.

  7.10 Users must not:

    7.10.1 jump whilst using or wearing any of our equipment;

    7.10.2 lean in or out from any of our equipment during a session; or

    7.10.3 leave the experience area whilst wearing a head mounted device.

    7.11 All visitors must provide any information that we require to comply with the Covid restrictions as set out by the government requirements in force from time to time.

8. Liability

  8.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by any event that is outside of our reasonable control.

  8.2 Whilst we may provide you with access to storage bins or lockers for your personal possessions, we do not accept any liability for damage or loss to your property or any visitor’s property that may happen on our site or within the area of our site, other than the liability which arises from our negligence or our failure to take reasonable care.

  8.3 We do not accept liability for the injury or death of any user or guest that may happen on the premises or within the grounds of our site, other than the liability which arises from our negligence or our failure to take reasonable care.

  8.4 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence of our employees, agents or subcontractors.

  8.5 Nothing in these terms is meant to limit any rights you might have as a consumer.

9. General

  9.1 We reserve the right to alter [opening] times, experiences and prices on our website without notification.

  9.2 We may transfer our rights and obligations under these terms to another organisation.

  9.3 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing beforehand.

  9.4 Nothing in these terms is intended to confer any benefit on any person who is not a party to it.

  9.5 These terms shall be governed by English law and all disputes shall be submitted to the exclusive jurisdiction of the English courts.