terms and conditions

It is the responsibility of the purchaser to ensure that all players understand the Terms of Service


We do not accept last minute cancellations. You have up to 48 hours before a booking date to cancel or re-schedule your booking. 

If you have any issues with your booking leading up to your session, you can contact us at [email protected]

Bookings can only be cancelled at the discretion of Zero Latency Ottawa. Cancelled tickets will be credited to the purchaser’s Zero Latency account.

Returns and Refunds

We cannot issue refunds in case of session cancellations. We only process refunds if a player suffers a medical condition that impeded their ability to play. In other valid cancellation cases, we will credit your session fee to your Zero Latency account. Cancellations are assessed and granted on a case-by-case basis.

If you’re unsatisfied with your purchase, please contact us at [email protected] and we will do our best to resolve any problems.

A refund fee may apply.

Late Arrival

Sessions are booked back-to-back so you must arrive on time. We encourage you to arrive 15 minutes early to get a head start on the check-in, safety briefing, and suit-up process.

Split Team – When you haven’t booked the whole session

If you are part of a split team, we will start the safety briefing on time for all those in attendance. Due to strict time constraints, if the Game Master has started the suit-up process by the time you arrive for your session, we cannot allow you to join.

Whole Team – When all players in the session are your friends

If one of the members of your group is late, you have two options:

  • You can start the game without them but if they do not arrive before you start the game, they cannot join
  • You can wait for them to arrive but your in-game play will be cut short
  • If you arrive late you will not receive a credit or refund


Players must be 13 years and over to play.

Players under the influence of alcohol or drugs will not be allowed to play. You will not receive a refund or credit.

You will need to be able to walk around, unassisted for an hour with full use of both hands. People with vision in one eye are able to play.

For safety reasons anyone with the following impairment/medical conditions are not able to play:

  • Deaf or severe hearing loss
  • Broken leg or arm.
  • Wheelchair users.

Our experiences are not recommended for anyone with the following impairment/medical conditions:

  • Heart condition.
  • Heavily pregnant.
  • Epilepsy and similar seizure disorders.


Like other products that produce visual effects (including light flashes), the product may trigger epileptic seizures, seizures, fainting, or severe dizziness even in people who have no history of these conditions. 

If you have a previous history of epilepsy or seizures, loss of awareness, or other symptoms linked to an epileptic condition, consult your doctor before using the product. To reduce the likelihood of a seizure do not use the product if you are tired or need sleep. Please consult with a doctor before booking your experience. Upon production of a clearance certificate from your doctor, we will be able to let you play.

Children Unattended

Children are not to be left unattended in the waiting area as Zero Latency staff members are not responsible for the safety or care of children.

If there is no one to supervise your child, you will not be able to play and will not receive a credit or refund.

Promotion Codes

These terms and conditions apply to promotions where you must redeem a promotion code to obtain the promotional offer:

  • To apply the promotion code, you must enter it prior to completing the order.
  • The promotion code cannot be applied to previously placed orders.
  • The promotion code is valid for a limited time only and cannot be extended past its expiry date
  • Promotion codes are valid for online bookings only.
  • Promotion codes cannot be used to purchase gift vouchers. 
  • Each promotion code can be used only once, unless otherwise specified.
  • Each promotion code applies only to qualifying package bookings if specified in the offer.
  • The promotion is subject to all restrictions set forth in the offer.
  • The promotion code is not transferable or redeemable for cash or credit.
  • If you cancel a booking purchased using a promotion code and are eligible for a refund, we will subtract the value of the promotion code from your returned store credit. 
  • Promotion codes may not be combined with other offers.
  • The validity of the promotion code can be changed by Zero Latency Ottawa at any time and without notice.
  • If you violate any of the Terms and Conditions, the promotion will be invalid, and the promotion code discount will not apply.