Refund policy

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.