Refund Policy

Last Updated: December 1, 2023

At Arcade Haven, we strive to ensure that all our members and visitors have an enjoyable experience. This Refund Policy outlines the conditions under which we provide refunds for memberships, day passes, event tickets, and other purchases.

1. Memberships

1.1 Monthly Memberships

• Monthly memberships require a 3-month minimum commitment.
• No refunds are provided for partial months or for months already used.
• After the initial 3-month period, you may cancel with 30 days' written notice.
• Cancellation requests must be submitted in writing to info@arcadehaven.co.uk or in person at our facility.

1.2 Annual Memberships

• Annual memberships are non-refundable once purchased.
• However, annual memberships may be transferred to another person for an administrative fee of £25.
• In case of serious illness, relocation beyond 50 miles from our facility, or other exceptional circumstances, we may consider partial refunds on a case-by-case basis. Supporting documentation may be required.

1.3 Family Memberships

• Family memberships follow the same refund policies as individual monthly or annual memberships, depending on the type purchased.
• Changes to family members listed on the membership can be made at no additional cost, limited to once per quarter.

2. Day Passes

• Day passes are non-refundable once purchased, except in cases of facility closure or equipment malfunction that significantly impacts your visit.
• If you purchase a day pass and decide to upgrade to a membership within 7 days, the cost of your day pass will be deducted from your membership fee.

3. Event Tickets and Tournament Entries

• Event tickets and tournament entries are generally non-refundable.
• If an event is cancelled by Arcade Haven, we will offer a full refund or the option to transfer your ticket to a rescheduled date.
• If an event is rescheduled and you cannot attend the new date, you may request a refund within 7 days of the announcement of the new date.
• Tournament entry fees are non-refundable if you withdraw from the tournament after registration has closed.

4. Food and Beverage Purchases

• Refunds for food and beverage items will be provided only if the items are found to be defective or not as described.
• Claims must be made immediately upon receipt of the item and before consumption.

5. Merchandise

• Unopened merchandise in original packaging may be returned within 14 days of purchase with a receipt for a full refund or exchange.
• After 14 days, or if the item has been opened or used, we cannot offer a refund unless the item is defective.
• For defective items, we will offer a replacement, exchange, or refund within 30 days of purchase.

6. Corporate Events and Private Bookings

• Deposits for corporate events and private bookings are non-refundable.
• Cancellations made more than 30 days before the event date may receive a 50% refund of the total booking fee (excluding the deposit).
• Cancellations made less than 30 days before the event date are not eligible for a refund.
• Rescheduling is possible subject to availability and may incur additional fees.

7. Method of Refund

• Refunds will be processed using the original payment method when possible.
• Credit/debit card refunds typically take 3-5 business days to appear on your statement, depending on your card issuer.
• For cash payments, refunds will be provided in cash if under £50, or by cheque or bank transfer for larger amounts.

8. Facility Closures

• If our facility is closed for maintenance or unforeseen circumstances, we will extend memberships accordingly for the duration of the closure.
• For closures exceeding 7 consecutive days, monthly members may request a prorated refund for the closure period.

9. Right to Refuse Service

Arcade Haven reserves the right to refuse service or terminate memberships for violation of our code of conduct or terms and conditions. In such cases, refunds will be provided as follows:

• For monthly memberships: A prorated refund for the remainder of the current month
• For annual memberships: A prorated refund based on the remaining months, less the discount received for purchasing an annual membership
• No refunds will be provided for individuals removed from the premises for serious violations of our code of conduct

10. Special Circumstances

We understand that exceptional circumstances may arise. In cases of:

• Medical emergencies preventing the use of our facilities (with supporting documentation)
• Relocation more than 50 miles from our facility
• Other significant life events

We will consider requests for refunds or membership freezes on a case-by-case basis. Please contact our customer service team to discuss your specific situation.

11. Contacting Us

If you wish to request a refund or have questions about our refund policy, please contact us at:

Arcade Haven
Studio 82 Kirsty Drive
North Jamesfort, S81 0HT
United Kingdom

Email: info@arcadehaven.co.uk
Phone: +44 (0) 577 494 7292

We will respond to all refund requests within 5 business days.

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The policy that was in effect at the time of your purchase will apply to your refund request.