Terms of Service and Privacy Policy

Effective Date: 20 SEPT 2026

JWM Entertainment Ltd, trading as GridGames, (“we”, “us”, or “our”) is committed to protecting the privacy and security of your personal information. This privacy policy outlines our practices regarding the collection, use, and disclosure of personal information in compliance with the Privacy Act 2020 of New Zealand.

1. Collection of Personal Information

We collect personal information that you provide to us directly when you:

• Book a session or purchase a gift voucher.
• Use our services or website.
• Contact us for support or enquiries.

The types of personal information we collect directly include:

• Name.
• Contact details (email address, phone number).
• Postal address, date of birth and gender, where you provide them.
• Booking details, including session date and time, group size, and team name.
• Notes recorded by our staff in relation to your booking.
• Your marketing preferences.

We also collect some information automatically when you use our website:

• Your IP address, which we use for security, fraud prevention and to limit abuse of our booking and enquiry forms.
• Device and browser information, and information about how you use our website, collected through cookies and similar technologies (see the “Cookies and Similar Technologies” section below).

We do not collect or store your payment card details. See the sections on payment security below.

2. Use of Personal Information

We use your personal information to:

• Provide, operate, and maintain our services.
• Communicate with you, including responding to your inquiries and providing customer support.
• Improve our services and website.
• Comply with legal obligations.

3. Cookies and Similar Technologies

Our website uses cookies and similar technologies. A cookie is a small file stored on your device that allows a website or a third party to recognise your browser.

We use the following categories:

• Strictly necessary — required for the website and booking system to function, including secure payment processing (Stripe) and spam and abuse prevention (Google reCAPTCHA).
• Functional — remember your preferences, such as which of our stores you have chosen, so we do not ask you again on every visit.
• Analytics — help us understand how visitors use our website so we can improve it (Google Analytics).
• Advertising — allow us to measure the performance of our advertising and show relevant advertising on other platforms (Meta and TikTok).

You can control or delete cookies through your browser settings. Blocking strictly necessary cookies may prevent parts of our website, including booking and payment, from working correctly.

4. Analytics and Advertising

We use Google Analytics, Google Tag Manager, Meta (Facebook and Instagram) Pixel and TikTok Pixel to understand how our website is used, measure the effectiveness of our advertising and attribute bookings to advertising campaigns.

These services may receive information about your visit and interactions with our website, including pages viewed, advertising identifiers and actions such as completing a booking. Where appropriate, limited customer information, such as an email address, may also be provided for advertising measurement and attribution purposes in accordance with the relevant platform’s privacy requirements.

We do not provide customer mobile phone numbers to advertising platforms for marketing, promotional or advertising attribution purposes.

5. Use of Footage for Internal Analytics and Training

We may collect still images and video footage within our premises for safety, operational, and service-improvement purposes. This footage may also be used internally for data analysis, system optimisation, and the development or training of artificial intelligence models that support our business operations.

All footage used for these purposes is handled securely and is not shared publicly or with third parties except where required by law or where service providers assist us under strict confidentiality obligations. Footage used for internal analytics and AI training will not be used in marketing or promotional materials without your explicit consent.

6. SMS Communications

Where you opt in to receive SMS notifications, GridGames may use your mobile number to send transactional messages relating to your booking, including confirmations, reminders, booking changes and access information.

Mobile phone numbers and SMS opt-in or consent information collected for the GridGames SMS service are not shared with third parties or affiliates for their own marketing or promotional purposes. We may provide mobile numbers to service providers, including Amazon Web Services, only where necessary to deliver and operate the GridGames SMS service.

Message frequency varies depending on your bookings. Message and data rates may apply according to your mobile service provider.

You can reply STOP to opt out of SMS notifications. After opting out, you will no longer receive GridGames SMS notifications unless you subsequently opt in again. Opting out of SMS does not cancel an existing booking.

You can reply HELP for assistance or contact GridGames at info@gridgames.co.nz.

Delivery of SMS messages is subject to mobile network availability and cannot be guaranteed. Mobile carriers are not responsible for delayed or undelivered messages.

7. Disclosure of Personal Information

We may disclose your personal information:

• To service providers who assist us in operating our business. These currently include our payment processor (Stripe), our website and analytics providers (Google), our email delivery provider, and Amazon Web Services, which we use to send SMS notifications and to process game session results.
• To advertising platforms, as described in the “Analytics and Advertising” section above.
• Publicly, in the limited circumstances described in the “Leaderboards and Shared Results” section below.
• If required by law, or to protect the rights, property, or safety of GridGames, our customers, or others.
• In connection with any merger, sale of company assets, or acquisition.

We do not sell your personal information.

8. Security of Personal Information

We take reasonable steps to protect the personal information we hold from misuse, loss, unauthorised access, modification, or disclosure.

9. Access to and Correction of Personal Information

You have the right to access the personal information we hold about you and to request correction if it is incorrect. To do so, please contact us at info@gridgames.co.nz

10. Use of PCI DSS Compliant Payment Gateway

• We exclusively utilise a payment gateway provider that is fully compliant with the Payment Card Industry Data Security Standard (PCI DSS) for all online transactions. This global standard is designed to protect cardholder data from theft and unauthorised access.
• Our payment gateway provider handles all aspects of the payment process, including card data collection, transmission, and processing, ensuring that your payment information is secure at every step.
• By leveraging the advanced security measures of our PCI DSS compliant gateway provider, we ensure that your payment card details are encrypted and securely transmitted over the internet.

11. No Storage of Payment Card Details

GridGames does not store any payment card details on our systems. Once you enter your card information, it is directly transmitted to our secure payment processor without being retained on our servers.

12. Secure Transmission

All payment transactions are conducted over secure, encrypted connections. We utilise HTTPS with SSL/TLS encryption to safeguard all data transmitted between your device and our website, including payment details.

13. Customer Responsibility

We encourage our customers to also take precautions when shopping online, such as using secure and private internet connections and ensuring their devices are free from malware and viruses.

14. Overseas Disclosure

Some of the service providers and platforms described above are located outside New Zealand, including in the United States and Singapore. This means your personal information may be stored on or accessed from servers overseas.

Before disclosing personal information to an overseas recipient, we take reasonable steps to satisfy ourselves that the recipient is subject to safeguards comparable to those under the Privacy Act 2020, whether through contractual commitments, the recipient’s own privacy framework, or applicable law.

15. Leaderboards and Shared Results

Our game rooms record scores during your session. Some of this information is made publicly available:

• Public leaderboards. Team names and scores may be displayed on the leaderboard on our website and on screens in our venues.
• Shared results pages. After your session we may email you a link to a web page showing your session results, which you can share. Anyone who has that link can view the page.

Please choose a team name you are comfortable being displayed publicly, and avoid using full names or other personal details. If you would like a team name or result removed, contact us at info@gridgames.co.nz.

16. Marketing Communications

We will send you messages relating to your booking, such as confirmations, reminders, changes to your booking, your session results, and a request for feedback or a review. These are necessary to provide our service.

Where you have opted in, we may also send you marketing communications about GridGames. You can withdraw your consent at any time by using the unsubscribe link in any marketing message, or by contacting us at info@gridgames.co.nz. Withdrawing consent to marketing will not stop messages relating to a booking you have made.

17. Retention of Personal Information

We keep personal information only for as long as we need it for the purposes described in this policy, or for as long as we are required to keep it by law.

• Booking and customer records are retained for 7 years after your most recent booking, so that we can support returning customers, handle enquiries and disputes, and meet our record-keeping obligations.
• Records required for tax and financial purposes are retained for at least seven years, as required by New Zealand law.
• Website analytics and advertising data are retained for the periods set by the relevant provider.
• Footage collected in our premises is retained for 7 days, except where it is required for a specific safety, legal or investigative purpose.

When personal information is no longer required, we securely delete it or de-identify it.

18. Changes to our Privacy Policy

We may update this privacy policy from time to time. The updated policy will be posted on our website with an updated “effective date.”

19. Contact Us

If you have any questions about this privacy policy or how we handle your personal information, please contact us at info@gridgames.co.nz

Refund and Cancellation Policy

JWM Entertainment Ltd trading as GridGames

Effective Date: 12 Feb 2025

At GridGames, your satisfaction with our interactive gaming centre services is our priority. However, we understand that plans can change, and we have established the following refund and cancellation policy to accommodate these situations as fairly as possible.

1. Online Booking

Customers can book sessions at our interactive gaming centre online. We encourage you to carefully review your booking details before confirming your reservation.

2. Cancellation Policy

• 24-Hour Notice: Customers wishing to cancel their booking must do so at least 24 hours before the scheduled booking time to be eligible for a full refund. Customers will need to cancel via emailing us at info@gridgames.co.nz. When the cancellation is confirmed, customers will receive a refund confirmation email.
• Less than 24-Hour Notice: Cancellations made less than 24 hours before the scheduled booking time are not eligible for a refund.
• Modifications: Customers can alter their booking details (subject to availability) at least 30 minutes before the scheduled booking time. Please use the www.gridgames.co.nz/my-booking/ to modify your booking. Otherwise, please contact us at info@gridgames.co.nz.

3. No-Show Policy

Customers who fail to show up for their scheduled booking without prior cancellation will be charged the full booking fee. No refunds will be issued for no-shows.

4. Refund Policy

Refunds for eligible cancellations will be processed to the original payment method used at the time of booking. Please allow up to 7 business days for the refund to be reflected in your account.

5. Exceptional Circumstances

We understand that exceptional circumstances can arise. If you are unable to make your booking due to an emergency, please contact us as soon as possible to discuss the possibility of a refund or rescheduling.

6. Contact Us

For any questions regarding your booking, cancellation, or refunds, please contact us at:

• Email: info@gridgames.co.nz

We reserve the right to modify this refund and cancellation policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.

Thank you for choosing GridGames for your interactive gaming experience. We look forward to seeing you soon!