At Velocity Matrix, we strive to deliver an exceptional gaming experience to every member and guest. However, we understand that situations may arise that require refunds or changes. Please review our refund policy below: 🎟️ Session Bookings (Single Visit / Hourly Passes) Cancellations made at least 24 hours in advance of the booking time are eligible for a full refund or rescheduling. Cancellations made less than 24 hours in advance are non-refundable but may be rescheduled once, subject to availability. No-shows without prior notice will not be refunded. 📆 Membership Plans Memberships are non-refundable once activated. In cases of technical issues or prolonged facility closures, we may pause your membership or extend its duration. Requests for exceptions due to medical or personal emergencies will be reviewed on a case-by-case basis. 🏆 Tournaments & Events Event fees are refundable if the participant cancels more than 48 hours before the event. Cancellations within 48 hours of the event are non-refundable due to pre-booked resources. If an event is canceled by Velocity Matrix, full refunds will be issued automatically. 💳 Merchandise & Digital Goods Merchandise (apparel, accessories, etc.) can be returned within 14 days if unused and in original condition. Refunds or exchanges are available. Digital goods (skins, add-ons, in-game currency) are non-refundable after delivery unless faulty or incorrectly delivered.
