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Booking Terms & Conditions
About your booking
When you book with us, you are reserving a date, time, ticket, session, class, experience, party, event, or other activity provided by KenEck Ltd, trading as The Immersive Hub and/or FlightDeck PC by KenEck Ltd.
Booking confirmation
Your booking is only confirmed once:
- payment has been received in full, or
- we have confirmed the booking in writing by email or message, where another payment arrangement has been agreed
Please check your confirmation carefully and contact us as soon as possible if anything is incorrect.
Prices
All prices are shown in pounds sterling (£).
Prices may include VAT where applicable.
Prices, offers, and availability may change at any time before a booking is confirmed.
Payment
Payment may be taken:
- online through our website or booking system
- through a third-party booking partner
- over the phone
- by bank transfer, where agreed
- in person, where agreed
We may require full payment at the time of booking.
Changes to bookings
If you need to change your booking, please contact us as soon as possible.
We will try to help where we can, but changes are not guaranteed.
Unless we agree otherwise in writing, we require at least 48 hours’ notice to reschedule a booking.
Requests made with less than 48 hours’ notice may be treated as a cancellation and may not be refunded or moved.
Any change agreed by us is offered at our discretion and subject to availability.
Changes to bookings
If you need to change your booking, please contact us as soon as possible.
We will try to help where we can, but changes are not guaranteed.
Unless we agree otherwise in writing, we require at least 48 hours’ notice to reschedule a booking.
Requests made with less than 48 hours’ notice may be treated as a cancellation and may not be refunded or moved.
Any change agreed by us is offered at our discretion and subject to availability.
Cancellations by customers
If you need to cancel your booking, please contact us as soon as possible.
Our standard cancellation terms are:
- More than 48 hours before the booking: we may offer a reschedule or refund, at our discretion and subject to any third-party platform rules
- Less than 48 hours before the booking: bookings are usually non-refundable and may not be rescheduled
- Failure to attend: this will be treated as a no-show and no refund will be given
Where a booking has been made through a third-party platform, that platform’s cancellation and refund rules may also apply.
Cancellations or changes by us
Very occasionally, we may need to change or cancel a booking due to reasons such as:
- staff illness
- technical issues
- health and safety concerns
- venue issues
- events outside our reasonable control
If this happens, we will aim to contact you as soon as possible and offer either:
- an alternative date/time, or
- a refund for the affected booking
Our liability is limited to the amount paid for the booking.
Cancellations or changes by us
Very occasionally, we may need to change or cancel a booking due to reasons such as:
- staff illness
- technical issues
- health and safety concerns
- venue issues
- events outside our reasonable control
If this happens, we will aim to contact you as soon as possible and offer either:
- an alternative date/time, or
- a refund for the affected booking
Our liability is limited to the amount paid for the booking.
Arrival times
Please arrive on time for your booking.
If you arrive late, your session may be shortened so that later bookings are not affected. In some cases, a late arrival may mean we cannot run the session at all, and no refund will be given.
Children and supervision
Some activities are suitable for children, but parents or guardians remain responsible for the behaviour, welfare, and supervision of children in their care.
Children must follow all instructions given by staff.
For some sessions, a parent or responsible adult may be required to remain on site.
Health, safety and behaviour
All visitors must behave safely and respectfully at all times.
We may refuse entry, stop a session, or ask a person to leave if they:
- behave in a way that is unsafe, abusive, disruptive, or inappropriate
- appear to be under the influence of alcohol or drugs
- do not follow staff instructions
- damage equipment or the venue
- put themselves, other guests, or staff at risk
In these cases, no refund will be given.
Medical, sensory, and accessibility considerations
Some experiences may involve screens, sound, lighting effects, VR, motion-style environments, or immersive content.
You should let us know before booking if you or anyone in your group has any medical, sensory, accessibility, or support needs that may affect participation.
We will always do our best to advise what is suitable, but participation remains your decision unless we advise otherwise for safety reasons.
Photography, video and social media
Customers may take reasonable photos or videos for personal use unless we advise otherwise.
We may occasionally take photos or videos for marketing or social media. Where appropriate, we will seek consent before using identifiable images of children.
If you do not want photos or videos of you or your child to be used, please tell us clearly at the time of booking or on arrival.
Third-party booking platforms
If you book through a partner, reseller, or external platform, your booking may also be subject to that platform’s own terms, conditions, fees, cancellation policies, and processing times.
Where there is a conflict, the external platform’s rules may apply to the booking and payment process, but our on-site rules, safety requirements, and behaviour expectations will still apply at the venue.
Vouchers, gift bookings and promotional offers
Gift vouchers, promotional offers, discount codes, and partner offers:
- must be used in line with the stated conditions
- cannot usually be exchanged for cash
- may be subject to expiry dates
- may be excluded from certain dates, products, or peak periods
Voucher holders will still need to pre-book and provide their chosen date and time in advance.
Group bookings, parties and special events
For parties, school visits, private hire, or group bookings, separate terms may apply, including:
- deposit requirements
- final balance deadlines
- minimum group numbers
- food and drink arrangements
- supervision requirements
- damage or cleaning charges where appropriate
Where separate terms are issued for an event or group booking, those terms will apply alongside these general terms.
Liability
Nothing in these terms excludes liability where it cannot legally be excluded.
Otherwise, we are not responsible for:
- loss of enjoyment caused by late arrival
- items lost, stolen, or damaged at the venue
- issues caused by third-party booking providers
- delays or cancellations caused by circumstances outside our reasonable control
Our total liability will not exceed the amount paid for the booking, unless the law says otherwise.
Personal belongings
You bring personal belongings to the venue at your own risk. Please keep valuables with you.
Contact and communication
We may contact you by email, phone, text, or message regarding your booking.
Because we may be hosting experiences during opening hours, we may not always be able to answer phone calls immediately. Email is often the best way to contact us.
Acceptance of terms
By making a booking, attending, paying for, or participating in an activity with us, you confirm that you have read and accepted these Terms & Conditions.
Game & Fly Combo £20 per person
✔ 1 hour in the Gaming Lounge
✔ 10-minute Flight Simulator experience included within your session
👉 Limited availability — book your slot now