Ticketing & Refund Policy

At GelCity, we do our best to make sure your booking experience is smooth and enjoyable. Please take a moment to review the following ticketing conditions before finalising your purchase.

Non-Refundable Policy

All ticket purchases are non-refundable.

Please ensure you select the correct date and time when booking, as refunds or credits cannot be issued for missed sessions.

Session Cancellations

If a session is cancelled due to insufficient bookings, weather conditions, or unforeseen circumstances, we will provide either:

  • A rescheduled ticket for a future session, or
  • Store credit equal to the value of your booking.

Our team will contact affected participants by phone or email to arrange the best solution.

Refund Exceptions

In rare and exceptional circumstances, a monetary refund may be approved.

All approved refunds incur a 20% processing fee to cover administrative costs and reserved ticket losses.

Limited Availability

Spaces are limited for gameplay sessions. Once a ticket is sold, it cannot be reissued, especially once rescheduling or cancellations have been processed.

Phone Bookings

We offer two types of phone bookings:

  1. Direct Payment – Pay over the phone and receive confirmation by email or SMS.
  2. Invoice Payment – Place an order over the phone and receive an invoice. Payment must be completed prior to attending your session and receiving your ticket.

Ticket Transfers

Tickets may be transferred to a friend or another person of your choice at your own discretion.

The new participant may be asked to provide the original purchaser’s name to confirm the booking in our system.

Please note: GelCity is not responsible for personal arrangements, disputes, or mismanaged transfers.

GelCity reserves the right to honour the original purchaser if any disputes arise, as they remain the recorded buyer in our system.