1. Booking Terms
Making a Booking
- Bookings can be made via our website, by phone, or in person at reception.
- A booking is confirmed only when full payment or a non-refundable deposit of 50% has been received and a confirmation email sent.
- The person making the booking ("the Booker") is responsible for ensuring all participants are aware of and agree to these Terms.
- The Booker must provide accurate information: full name, date of birth of all participants, contact number, email, and group size.
Pricing
- Prices are displayed on our website and at reception, inclusive of VAT where applicable.
- Prices may change without notice for future dates, but confirmed bookings are held at the quoted price.
Group Bookings (10+ Players)
- Require a 50% non-refundable deposit at booking, with balance due 7 days before the event.
- Group size may be adjusted up to 72 hours before the event. After this, the booked number is the minimum charge.
Private / Exclusive Hire
- Require a non-refundable deposit of 50% of the total.
- Full balance due 14 days before the event date.
- Any damage to the site during private hire is the responsibility of the Booker.
2. Cancellation & Refund Policy
Cancellation by the Customer
| Notice Period | Refund |
|---|
| 14+ days before | Full refund minus deposit (deposit transferable to another date) |
| 7–13 days before | 50% refund of total booking |
| 3–6 days before | 25% refund of total booking |
| Less than 3 days | No refund (exception: medical evidence — see below) |
| No-show | No refund |
Cancellation by Contact Airsoft
If we cancel due to extreme weather, force majeure, or safety reasons, we offer:
- Full transfer to an alternative date of equivalent value, or
- Full refund of all amounts paid, including deposit.
We are not liable for additional costs incurred (travel, accommodation).
Medical Cancellations
Full transfer to an alternative date upon receipt of a doctor's note, medical certificate, or hospital letter within 7 days of the missed booking. Refunds for medical cancellations are at management discretion.
Refund Processing
Approved refunds are processed within 5 working days to the original payment method.
3. No-Show & Late Arrival
No-Show
- A no-show is any player who does not arrive by the registration deadline and has not contacted us beforehand.
- No refund is given for no-shows. Deposits are forfeited.
- Repeated no-shows (3+ in 12 months) may result in being required to pay in full in advance or being refused future bookings.
Late Arrival
- Players arriving after the safety briefing has started will not play until a marshal delivers an individual safety briefing. This may mean missing the first game(s).
- Players arriving after the safety briefing has concluded will not be permitted to play and will be treated as a no-show. No refund.
- The safety briefing is mandatory and non-negotiable. No exceptions.
4. Age Requirements
| Age | Conditions |
|---|
| Under 12 | Not permitted. No exceptions. |
| 12–13 | Must be accompanied on-site by a parent or legal guardian at all times. |
| 14–17 | May participate with a completed Parental Consent Form and an emergency contact reachable by phone. |
| 18+ | Full participation. Standard adult waiver applies. |
ID Requirements: All players must provide photographic ID verifying their age on their first visit (passport, driving licence, CitizenCard, Validate UK, or MOD Form 90). Challenge 25 applies — if you cannot provide ID and appear under 25, you will be treated as under 18 until verified.
5. Behaviour Policy
Expected Conduct
- Follow all marshal instructions immediately and without argument.
- Treat all staff, marshals, and fellow players with respect.
- Call hits honestly — the honour system is fundamental to airsoft.
- Adhere to all safety rules, FPS limits, and minimum engagement distances.
Zero-Tolerance Violations (Immediate Ejection, No Refund)
- Removing eye protection in the game zone during active play
- Discharging a weapon in the safe zone
- Physical violence or threats of violence — police called, permanent ban
- Consumption of alcohol or drugs before or during play
- Carrying real weapons or unauthorised pyrotechnics
Warning-Then-Ejection Violations
- Verbal abuse, hate speech, or harassment of any kind
- Cheating (failure to call hits, blind firing, chrono cheating)
- Over-shooting (continuing to shoot a player who has called hit)
- Arguing with or ignoring marshal instructions
- Bullying, especially targeting younger or newer players
Right to Refuse Entry
Contact Airsoft reserves the right to refuse entry to any person who is intoxicated, aggressive, previously banned, unable to provide ID, or who — in the reasonable judgement of the Site Manager — would create a risk to health, safety, or orderly operation of the site.
6. Equipment Liability
Rental Equipment
Players hiring equipment are responsible for it from issue to return and inspection.
| Damage Type | Charge |
|---|
| Normal wear and tear | No charge |
| Accidental damage | Up to repair cost |
| Negligent damage | Full repair or replacement cost |
| Lost equipment | Full replacement value |
Personal Property
Players bring personal belongings to the site at their own risk. Contact Airsoft is not liable for loss, theft, or damage to personal property, however caused. Lockers are available but we do not accept responsibility for items stored in them. Do not bring valuables on-site.
7. Photography Consent
Contact Airsoft may take photographs and video during game days for promotional, social media, and website purposes. At registration, each player selects a consent option:
- Full consent: Images may be used on website, social media, and promotional materials.
- Internal only: Images for internal records only, not published.
- No photography: No photography or video — staff will make reasonable efforts to exclude you from group content.
Consent can be withdrawn at any time by emailing info@contactairsoft.co.uk.
8. Complaints Procedure
| Stage | Action | Response Time |
|---|
| 1 — On the Day | Raise with a marshal or Site Manager | Immediate |
| 2 — Formal | Written complaint to info@contactairsoft.co.uk within 14 days | Acknowledged in 3 working days, full response in 14 working days |
| 3 — Escalation | Request escalation to Site Owner/Director | Response in 21 working days — final decision |
External avenues: Citizens Advice (consumer disputes), HSE (health and safety), ICO (data protection), NSPCC (safeguarding).
9. Changes to Terms
- Contact Airsoft reserves the right to update these Terms at any time.
- Updated terms will be published on this page with the new version date.
- Bookings made before a change are governed by the terms in effect at the time of booking.
10. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
Acknowledgement
By making a booking, paying a deposit, signing in at reception, or stepping onto the site, you acknowledge that:
- You have read and understood these Terms and Conditions.
- You agree to be bound by them.
- You have ensured all participants in your booking are aware of and agree to them.
- You have disclosed any relevant medical conditions.
- You understand that airsoft carries inherent risks of injury.