All cancellations or reschedule requests must be received at least 12 hours before your scheduled reservation in order to get a full refund. Reschules will be handled on a per-case basis depending on schedule availability.
Reschedule Policy
Due to our bookings schedule, we can only allow ONE (1) reschedule per group/booking/individual. If you believe you can’t make your previously scheduled time, but are unsure of when you’ll be able to reschedule, simply request a credit either via phone or e-mail (info@lockcityadventures.com) and we’ll make a note on your account. Initiating a reschedule will exclude the possibility of a refund at a later date, due to the expenses used to cover the original booking time (labor, electricity, etc…)
Cancellation Policy
Please send all cancellation requests to cancellations@rektinc.com – please do not call to cancel, as it’s a long process that can’t be handled immediately and floor level staff (including managers) have no information or control over processing your refunds. If approved, the refunded money will be placed back into your account 1-5 business days after the cancellation is completed. If you booked a game within 12 hours of your appointment, all sales are final.
Should your request fall within the 12 hour window, only varifiable extenuating circumstances will be approved for a refund due to the expenses used to cover your booking time (labor, electricity, loss of revenue from other customers, etc…). These circumstances include, but are not limited to, Extreme Illness (flu, Covid, Broken Leg, etc…), Extreme Distance (2+ hour drive), Missed Flight, Extreme Weather (Tornado, Hurricane, Flooding, Hail) and Acts of God. We will review each request on a per case basis.