Last Updated: November 10, 2024
1. General Admission & Attractions
All sales for general admission, individual attraction tickets, and daily passes are final. We operate a no-refund policy for these purchases.
No Refunds or Exchanges
- Online and on-site ticket purchases are non-refundable
- Tickets cannot be exchanged for different dates or times
- Unused tickets do not expire but cannot be refunded for cash value
- Special promotion tickets and discounted passes are non-transferable
Walk-In Policy
We welcome walk-ins daily. If you arrive and find that an attraction is temporarily unavailable due to maintenance or capacity, our staff will assist you with alternative attractions or provide information on expected wait times.
2. X-Cards & Game Credits
X-Cards are our reloadable game cards that work on all attractions and arcade games. All X-Card purchases are non-refundable.
X-Card Terms
- All X-Card purchases and reloads are final and non-refundable
- X-Cards never expire – credits remain on your card indefinitely
- Bonus credits earned through promotions are non-transferable
- Lost or stolen cards: We will do our best to replace your card if we can trace the card number (using last game played, transaction time, or receipt with card number). Replacement is not guaranteed, but we have several options to help locate your card information.
- X-Cards can be registered to protect your balance (see staff for details)
Arcade Tickets
Arcade tickets earned through gameplay can be redeemed for prizes at our redemption center. Tickets have no cash value and cannot be exchanged for refunds.
3. Birthday Parties & Private Events
Party and event bookings require a deposit and have specific cancellation terms. We understand that plans change and offer reasonable flexibility with advance notice.
Deposits & Payment
- A 50% non-refundable deposit is required to secure your party booking
- The deposit will be applied toward your final party package total
- Final payment (remaining 50%) is due at the end of your party or event
- Additional food, beverages, or add-ons will be charged separately
Cancellation & Rescheduling
7-Day Advance Notice Required
- Cancellations must be made at least 7 days (168 hours) before your scheduled event
- If you cancel with 7+ days notice, your deposit can be transferred to a new date within 60 days
- Cancellations made less than 7 days before the event will forfeit the entire deposit
- Rescheduling is allowed one time only with advance notice
- No-shows forfeit the deposit and any prepaid amounts
Guest Count Changes
- Final guest count must be confirmed 48 hours before your party
- You may reduce your guest count up to 48 hours prior without penalty
- Minimum guest requirements apply to certain party packages
- Additional guests can be added on the day of your event based on availability
4. Group Events & Corporate Bookings
Corporate events, team building activities, and large group bookings (20+ guests) have customized terms based on your specific package.
Custom Event Terms
- A 10% non-refundable deposit is required based on your estimated total
- Cancellation policies are outlined in your event agreement
- Rescheduling terms may be more flexible for large groups (contact our events team)
- Full or partial venue buyouts require signed agreements with specific terms
Overnight Lock-Ins
- Lock-in events require a 10% non-refundable deposit and signed waiver forms for all participants
- Cancellations made 30+ days in advance: 50% deposit refund
- Cancellations made 14-29 days in advance: deposit transferable to future date
- Cancellations made less than 14 days: deposit is non-refundable
5. Special Circumstances & Exceptions
We understand that unexpected situations arise. Here are our policies for special circumstances:
Facility Closures
If The WEB Extreme Entertainment closes due to emergency, severe weather, or circumstances beyond our control:
- Advance ticket purchases will be honored on a future visit (no expiration)
- Party bookings will be rescheduled at no additional cost
- Deposits will be fully transferable to any future date
- Refunds may be available upon request if rescheduling is not possible
Attraction Downtime
If a specific attraction is temporarily unavailable during your visit:
- We will inform you of alternative attractions available
- Unlimited passes include access to all available attractions during your visit
- X-Card credits remain valid for use on any operational attraction or arcade game
- Extended closures (full day or longer) will be posted on our website and social media
Medical or Emergency Situations
- Party deposits may be transferred with documentation (doctor's note, hospital records, etc.)
- Contact our events team within 48 hours of your scheduled party to discuss options
- Each situation is reviewed on a case-by-case basis
6. Food & Beverage Purchases
Our Café 513 serves fresh food and beverages throughout your visit.
Food Service Policy
- All food and beverage sales are final once prepared
- If you receive an incorrect order, please notify staff immediately for replacement
- Eat & Play combo packages are non-refundable
- Outside food and beverages are not permitted (except for allergy-related exceptions)
7. Promotional Offers & Discounts
We regularly offer daily specials, seasonal promotions, and exclusive deals.
Promotion Terms
- All promotional tickets and discounted passes are non-refundable
- Daily deal tickets (e.g., Unlimited Monday, Half-Price Wednesday) are valid only on specified dates
- Groupon, promotional codes, and third-party vouchers are subject to specific terms and restrictions
- Expired promotional offers cannot be honored or refunded
- Promotions cannot be combined unless explicitly stated
8. Safety & Behavioral Policies
The safety of our guests is our top priority. Guests who violate safety rules or behave inappropriately may be asked to leave without refund.
Removal Without Refund
You may be removed from the facility without refund if you:
- Violate posted safety rules or staff instructions
- Engage in aggressive, disruptive, or inappropriate behavior
- Appear intoxicated or under the influence of substances
- Damage property or equipment
- Fail to meet height, age, or health requirements for specific attractions
9. How to Request a Refund or Reschedule
If you believe you qualify for an exception to our standard policy, please contact us as soon as possible.
Contact Our Events Team
What to Include
- Your name and booking confirmation number
- Original purchase date and scheduled event date
- Detailed explanation of your situation
- Supporting documentation if applicable (medical notes, emergency records, etc.)
- Preferred resolution (refund, reschedule, credit, etc.)
Our team will review your request within 3-5 business days and respond with a resolution.
10. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date.
- Policy changes will not affect bookings made prior to the update
- Significant policy changes will be communicated to customers with existing bookings
- Please review this policy before each visit or booking
11. Contact Information
If you have questions about our refund and cancellation policies, please reach out:
