GridGames Terms & Conditions

Effective Date: 22 October 2026

1. About these terms

These terms and conditions (“terms”) are between you and JWM Entertainment Ltd, trading as GridGames (“GridGames”, “we”, “us”, “our”), and apply to our website (www.gridgames.co.nz), online bookings, gift vouchers, GridGamer accounts, store credit, rewards and referral programmes, and your visit to any GridGames venue.

By making a booking, buying a gift voucher, creating a GridGamer account or entering our venue, you agree to these terms. If you book for a group, you confirm that you are authorised to agree on behalf of everyone in it and that you will make sure they know these terms, the venue rules and the waiver described below.

Two other documents apply alongside these terms:

•   Our Privacy Policy, which explains how we collect, use and protect your personal information.

•   Our Activity Participation Agreement and Waiver, which every player (or a parent or guardian for a player under 18) must agree to before playing.

These terms do not take away any rights you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other law that cannot be excluded.

2. Bookings

2.1 Making a booking

•   Sessions are booked online at www.gridgames.co.nz, by phone or in person. A booking is confirmed when we have received payment in full (or, for a split-payment booking, the booker’s share) and sent you a confirmation email with your Booking ID.

•   Prices are shown in New Zealand dollars and include GST. The price depends on the room, the session length and the number and type of players (adult, student or child). We may change our prices at any time, but not for a booking you have already paid for.

•   Player types are by age: child (under 14), student (14 to 18) and adult (19 and over). Student and child rates are available only in the rooms and session lengths that offer them. We may ask for proof of age or a student ID at the venue, and we may charge the adult rate for anyone who cannot provide it.

•   Please check your booking details carefully before paying. We can usually fix a mistake if you contact us straight away.

•   Bookings can be made up to the number of days ahead shown on the booking page, and up to the cut-off before the session shown there.

2.2 Access codes

•   Your confirmation email and reminders contain the access codes for your session. Anyone with these codes can enter the room, so keep them secure and share them only with your booking group. You are responsible for ensuring that anyone you share the codes with follows these terms and the venue rules. Where a breach by you or someone you authorised to use your codes causes damage or loss, you may be held liable for the reasonable repair or replacement costs and other reasonably foreseeable losses resulting from that breach. Use of your access code alone does not establish liability. Notify us immediately if you believe your codes have been shared or used without your permission.

2.3 Arriving and playing

•   Please arrive at least 5 minutes before your session starts so your group is ready to go on time. Sessions start and finish at the booked times. If you arrive later than that, GridGames and its staff are not responsible for any entry or system issue that delays the start of your session; your session still ends at the booked time, and no refund or credit is given for time lost.

•   If you book for a group, you are responsible for your group while they are at the venue, and for making sure every player has agreed to the Activity Participation Waiver before playing.

•   A room may only be used by the number of players booked. Extra players must be added through My Booking (www.gridgames.co.nz/my-booking) before the session or at the counter, subject to the room’s capacity and payment of the extra places. Our rooms have cameras that record video and sound and count the number of people playing, and we may refuse entry to, or end the session of, a group that exceeds its booking.

•   Rooms have maximum capacities for safety, and we cannot admit more people than a room is rated for.

2.4 Our right to decline or cancel

•   We may decline, cancel or end a booking that we reasonably believe has been made fraudulently, in breach of these terms, by someone misusing our systems, or where a member of the group behaves in a way described in section 10. Where we cancel a booking for these reasons, no refund is given.

3. Changing your booking

•   You can change a booking through My Booking using your Booking ID and last name, or, if you booked from your GridGamer account, from your account. You can reschedule to any available time, add players, upgrade to a larger room or to both rooms (a double-room booking needs a group of at least 11), and change your team name.

•   A booking can be rescheduled up to 30 minutes before its start time, subject to availability. Players can be added until the session ends, subject to capacity.

•   Where a change costs more, you pay the difference at the time of the change. A move to a cheaper option does not refund the difference, except as set out in section 4.

•   A booking made from a GridGamer account can only be changed from that account. Anyone else with the Booking ID and last name can view the booking but not change it.

•   While you pay for an upgrade we hold the new room for you. If the payment is not completed within the time shown, the hold is released and the room may be sold to someone else.

4. Cancellations and refunds

4.1 If you cancel

•   Cancelled at least 1 hour before the session starts: the full value of the booking comes back to you as store credit on a GridGamer account. Change-of-mind cancellations are not refunded to your card. GridGamers cancel in My Booking and the credit is in their Wallet at once. If you booked as a guest, press Cancel booking on My Booking and sign in, or become a GridGamer with the email address you booked with (we then email you a link to connect your bookings to the new account); after that you cancel from My Booking and the credit is yours. The 1-hour rule is counted from the moment you first pressed Cancel booking, and your booking stays in place until you cancel it from your account. Store credit never expires and can be spent on any booking (section 7).

•   Cancelled less than 1 hour before the session starts: no refund or credit is given.

•   If you do not arrive for your session and have not cancelled, no refund or credit is given.

•   If you paid partly or wholly with store credit, that credit is returned to your account. If you paid with a gift voucher, the voucher’s value is returned to your account as store credit where section 5 allows it.

•   A split-payment booking (section 8) is cancelled by contacting us; each person’s share is refunded to the card they paid with.

4.2 If we cancel

•   If we have to cancel or cut short your session — for example because of a closure, an equipment fault, a safety issue or severe weather — we will offer you the choice of a new time or a full refund of what you paid for the affected session, to the original payment method. This does not limit any rights you have under the Consumer Guarantees Act 1993.

4.3 Exceptional circumstances

•   We know that emergencies happen. If you cannot make your booking because of an emergency, contact us as soon as you can and we will discuss rescheduling or a refund. Any such refund is at our discretion and does not change the rules above.

4.4 Consumer Guarantees Act

•   Our services come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. If a service we provide fails to meet a guarantee, you are entitled to the remedies that Act provides, and nothing in this section limits them.

5. Gift vouchers and discount codes

•   Gift vouchers are sold on our website and emailed to the recipient (and, if you choose, to you). A voucher has a single code and is valid for 3 years from the date of issue; the expiry date is printed on it. We cannot extend an expired voucher.

•   A voucher can be used on any room at any GridGames store, for one booking. It has no cash value, cannot be exchanged for cash, and cannot be used to buy another voucher.

•   If your booking costs less than the voucher, the unused value is not lost. If you booked from a GridGamer account it is added to that account as store credit when the booking is confirmed; otherwise we email a new voucher for the unused value to the address you booked with, valid until the original voucher’s expiry date. A voucher’s value is given back once only: if a booking paid with a voucher is cancelled or refunded, any balance already issued to you is taken into account.

•   Treat the voucher code like cash. If you tell us the recipient’s email address was wrong, we can resend the voucher to the right address if it has not been used.

•   Discount and promotional codes are subject to the conditions published with them. One code can be used per booking, a promotional code cannot be combined with the Welcome Reward, and we may withdraw a promotion at any time (a code already applied to a paid booking is honoured).

6. GridGamer accounts

•   A GridGamer account is free. To create one you must be at least 13 years old and if you are under 18 you confirm that a parent or guardian has agreed to you having an account on these terms, and given accurate details, and verified your mobile number with the code we text you. One account per person and per mobile number.

•   You are responsible for everything done through your account. Keep your password private, do not share your account, and tell us straight away at info@gridgames.co.nz if you think someone else has used it, or alternative, change your password on MyGridZone.

•   You can sign in with Google or Facebook instead of a password. Your name and email address then come from that provider and update when you change them there.

•   Your GridGamer Tag and any team name must not be offensive, misleading, or impersonate another person or organisation. We may change or remove a name that breaks this rule.

•   When you book from your account we use the name, email address and mobile number on it, and you can choose to save a card with our payment provider (Stripe) for faster checkout. A saved card is used only when you select it.

•   We may suspend or close an account that is used in serious breach of these terms, for fraud or abuse of our rewards, or that has been inactive for 3 years. Where we can, we will tell you why and give you a chance to respond. You can close your account at any time by contacting us. Store credit left on an account when it is closed is re-issued as a voucher for the same amount, emailed to the address on the account and valid for 3 years from the day it is issued.

7. Store credit, the Welcome Reward and Refer a Friend

7.1 Store credit

•   Store credit is held on your GridGamer account and shown in your Wallet. We issue it for cancellations and refunds under section 4, unused gift voucher value, referral rewards and as goodwill.

•   Store credit never expires, has no cash value, cannot be exchanged for cash, and cannot be transferred to another account. It can be spent on bookings and on paid changes to bookings through “Pay with store credit”. When you pay partly with credit, the amount charged to your card must be at least $1.

•   We may reverse credit that was issued in error or obtained through fraud, abuse or a breach of these terms.

7.2 Welcome Reward

•   A new GridGamer who verifies their mobile number receives 5% off one booking. The reward is valid for 30 days from the day it is issued, is applied at checkout, and is limited to one per person and one per mobile number.

•   The Welcome Reward can be used together with a gift voucher but not with a promotional discount code. If a booking that used the reward is cancelled before it starts, the reward is returned to your account until its original expiry.

7.3 Refer a Friend

•   Every GridGamer has a referral code and link. When a friend creates a GridGamer account using your code and then books and pays by card for their first session within 180 days of joining, you and your friend each receive $10 of store credit.

•   You are responsible for sharing your referral code or link directly with people you know who have agreed to receive it. Each person may be referred only once, with a limit of one referral per person and per mobile number. You cannot refer yourself or share your code or link through unsolicited messages, public websites or coupon services.

•   If we reasonably determine that you have abused the referral programme, we may suspend or close your account and withhold, reverse or forfeit any credit obtained through that abuse. We may change or end the programme at any time. Legitimately earned credit and credit representing money paid remain unaffected, subject to your rights under New Zealand law.

8. GridSquads and split payments

•   A GridSquad is a team name plus the GridGamers who play under it, organised by a team leader. Squad members can see the squad’s bookings and may receive the access codes for them. Squad names must follow the same rules as team names.

•   A booking for a GridSquad can be split so that each player pays for their own place. The booker pays for their own place and one other when booking (for a double-room booking, the minimum group of 11 places); every other player receives a personal payment link, and the booker can pay for any remaining places at any time. The booking is confirmed on the booker’s payment.

•   Places that are still unpaid 10 minutes before the session starts are removed from the booking, and the number of players and the price are reduced accordingly. The booker is responsible for making sure their group pays in time.

•   Split-payment bookings cannot be paid with store credit or gift vouchers, and each person’s share can only be refunded to the card that paid it, by contacting us.

9. Leaderboards, results and media

•   Scores are recorded during your session. Team names and scores may be shown on the leaderboard on our website and on screens in our venues, and we may email you a link to a results page that anyone with the link can view. Please choose a team name you are happy to see displayed. To have a name or result removed, contact us.

•   We sometimes take photos and video at our venues and events for marketing, and signs tell you when we are. We ask before using an image in which an adult is identifiable; the faces of children are blurred unless a parent or guardian has given us written permission to show them. If an image of you has been used and you would like it taken down, contact us and we will remove it from the material we control.

10. At our venues

•   Every player must agree to the Activity Participation Agreement and Waiver before playing. For a player under 18, a parent or guardian must agree on their behalf. Children under 14 must be accompanied by an adult who stays at the venue and supervises them.

•   Follow the instructions of our staff and all safety signage. Our games involve physical movement in low light; wear suitable footwear and tell our staff about anything that could affect your safety.

•   We may refuse entry to, or remove without refund, anyone who is intoxicated, behaves in an unsafe, abusive or threatening way, damages our property, or breaks these terms or the venue rules.

•   You are responsible for damage you cause deliberately or recklessly to our rooms or equipment, and we may charge you the reasonable cost of repair or replacement.

•   Video and sound are recorded at our venues. Our common areas have CCTV, and our game rooms record video and sound for the whole of every session. By entering a GridGames venue you acknowledge and agree to this recording. We use the recordings for safety, security and capacity, to operate the game, and to review sessions so we can improve our games, our rooms and our service, which may include transcribing and summarising what is said in the room. Recordings are handled as described in our Privacy Policy and are not used in marketing without your consent.

•   If you make a booking, you are responsible for telling everyone in your group, before they arrive, that their session will be recorded. Anyone who does not wish to be recorded should not enter a game room.

•   No food or drink inside the game rooms, and no alcohol anywhere on site. Smoking and vaping are not permitted indoors (Smokefree Environments and Regulated Products Act 1990).

11. Using our website

•   The content of our website text, images, logos, game designs and software belongs to us or our licensors and may not be copied or used without our permission, other than to make and manage your own bookings.

•   You must not use automated tools to make bookings, interfere with the security or operation of our website or booking system, or attempt to access another person’s booking or account.

12. Liability

•   The Consumer Guarantees Act 1993 applies to our services and nothing in these terms excludes, restricts or modifies your rights under it.

•   To the extent the law allows, our total liability to you in connection with a booking is limited to the amount you paid for it, and we are not liable for any indirect or consequential loss, or loss of profit, however it arises.

•   Nothing in these terms limits any liability that cannot be limited by law, including under the Fair Trading Act 1986. Personal injury in New Zealand is generally covered by the Accident Compensation Act 2001 (ACC). The risks of taking part in our games are set out in the Waiver.

•   We are not responsible for a failure to provide a session caused by events outside our reasonable control, but section 4.2 (if we cancel) still applies.

13. General

•   We may update these terms from time to time. The current version, with its effective date, is published on our website. Changes apply to bookings, purchases and accounts made after the effective date; a booking you have already paid for stays on the terms that applied when you made it.

•   These terms are governed by New Zealand law. If you have a problem, please contact us first and we will try to resolve it with you. You may also use the Disputes Tribunal or any other remedy available to you.

•   If any part of these terms is found to be unenforceable, the rest continues to apply.

•   We may send notices about your booking or account to the email address or mobile number you gave us.

Contact us

JWM Entertainment Ltd, trading as GridGames

Email: info@gridgames.co.nz

NZBN: 9429052622311