This policy applies to all bookings with Motion Cinema Limited, trading as Thrillzone and Escape Quest ("we", "us", "our").

1. Direct Bookings (Website, Phone, Email & In Store)

This applies to all bookings made directly with us, whether online, by phone, email or in store.

• 24 hours or more before your booking: full refund.

• Less than 24 hours before your booking (up until the start time): no refund, but you can move your booking to another date or time, or put it on hold if you're unsure of your dates.

• Changing activity: you can switch to a different activity at any time before your start time, provided any difference in price is paid.

• Changing numbers: reducing the number of participants is treated as a cancellation of those places, so removing people 24 hours or more before the booking gets a full refund for those places. Adding participants is subject to availability.

• How to cancel or make changes: contact us by phone, email or in store.

2. Group Bookings (10+ people)

A group booking is a booking of 10 or more people made under discounted group pricing. Group bookings follow the terms below instead of the direct booking terms.

7 days or more before your booking

• Full refund, or

• Free changes to date, time, activity or number of participants.

3 to 7 days before your booking

• Move to another date or time, or

• 50% refund of the full booking value.

24 hours to 3 days before your booking

• Move to another date or time, or

• 20% refund of the full booking value.

Less than 24 hours before your booking (up until the start time)

• Move to another date or time, or

• Credit for the full amount paid, to use on a future booking.

Changing numbers: reducing the number of participants is treated as a cancellation of those places, and the refund follows the same timeframes above (e.g. removing 3 people 5 days before the booking gets a 50% refund on those 3 places). Adding participants is welcome at any time, subject to availability. If a group drops below 10 people, group pricing may no longer apply and the balance may be charged at standard rates.

Final numbers must be confirmed at least 3 days before the booking.

Payment: groups may pay in full upfront or pay a deposit, depending on the booking. Where a deposit is paid, the remaining balance is due at least 3 days before the booking. Refunds are calculated on the full booking value quoted.

Who can make changes: cancellations and changes to a group booking must be made by the person who made the booking.

3. Third-Party Bookings

• We cannot give refunds for bookings made on third-party websites. To cancel, please contact the third-party website directly. We're happy to help you through their process.

• Full-price bookings can be moved to another date or time.

• Discounted time slot bookings can be moved to another date or time if the difference to the full price is paid.

• The amount you spent can be put towards any other Thrillzone or Escape Quest activity, provided any difference in price is paid.

4. Gift Vouchers

• Gift vouchers cannot be exchanged for cash or refunded, except where required by law.

• If a booking paid for with a gift voucher is cancelled within the refund timeframes, the value is returned to the voucher rather than refunded.

• Gift vouchers are valid until the expiry date shown on the voucher.

5. Moving Bookings, Holds & Credits

• Each booking can be moved or put on hold once free of charge. Any further changes are at our discretion.

• Bookings on hold and credits are valid for 6 months from the original booking date. After this, they expire and cannot be refunded or used.

6. Refunds

• Refunds are returned to the original payment method. Online payments are refunded online and cannot be refunded in store.

• Refunds are processed within 5–10 business days. Your bank may take additional time to show the refund in your account.

7. After Your Booking Start Time

Cancellations made after your booking's scheduled start time, including no-shows, are not eligible for a refund, credit, or the option to move the booking to another date or time. Guests who arrive too late to take part in their session will be treated as a no-show. This applies to all bookings, including direct, group and third-party bookings.

8. If We Cancel

If we have to cancel your booking, or government restrictions prevent your activity going ahead, you can move your booking to another time or receive a full refund. This does not count as your one free move.