Information & Policies

Last Updated: 2026

At VR Lounge, we respect your privacy and are committed to protecting your personal information.

Information We Collect

• Name and phone number (for bookings)
• Email address (for communication)
• Payment-related information (where applicable)
• Usage data during sessions (for service improvement)

How We Use Your Information

Your information is used to:

• Process bookings and reservations
• Communicate with you via phone or WhatsApp
• Improve our services and customer experience
• Ensure safety and proper use of equipment

Data Protection

We take reasonable measures to protect your data from unauthorized access, misuse, or disclosure. We use secure forms with HTTPS encryption and never store passwords in plain text.

Sharing of Information

We do NOT sell or share your personal information with third parties, except:

• When required by law
• For security or emergency purposes

CCTV & Safety Monitoring

For safety and security, VR Lounge may use surveillance systems within the premises.

Children's Privacy

Children under 13 must be supervised by a parent or guardian. We do not knowingly collect personal data from minors without consent.

Contact Us

Email: vrlounge86@gmail.com
Phone/WhatsApp: +254740547488
Location: Gateway Mall, 3rd Floor, Syokimau

By using VR Lounge services, you agree to the following terms:

General Usage

• All sessions are time-based and strictly monitored
• Customers must follow staff instructions at all times
• Equipment must be handled responsibly

Weekday Combo Rules

(Monday – Friday & Saturday Half-Day)

• Unlimited access within 1 hour session
• Subject to availability
• Turn-based play applies when necessary
• Must start before 5:00 PM (Weekdays) or 12:00 PM (Saturday)
• Excludes Sundays and Public Holidays

Pricing Overview

• VR Experience: Ksh 200 – 1000
• PlayStation Gaming: Ksh 100 (30 mins)
• Racing Simulator: Ksh 200 (15 mins)
• Pool: Ksh 100 per game
• Darts: Ksh 100 (30 mins)
• Paintball: Ksh 300 – 1500

Safety & Health

• VR usage may cause dizziness or eye strain
• Take breaks if you feel discomfort
• Not recommended for individuals with epilepsy or severe motion sickness

Conduct & Behavior

• No fighting, harassment, or abusive language
• No damage to equipment or property
• Misconduct may result in removal without refund

Children & Parental Guidance

• Children must be supervised
• Some games may contain mature content
• Parents are responsible for approving game selection

Emergency Procedures

In case of emergency:

• Follow staff instructions immediately
• Use designated exits in Gateway Mall
• Remain calm and evacuate safely

Cancellation Policy

• Cancellations made at least 2 hours before your booked session are eligible for a full refund or rescheduling
• Late cancellations (less than 2 hours notice) may be charged 50% of the session fee
• No-shows without prior notice will be charged the full amount

Technical Issues

• If equipment malfunctions within the first 10 minutes of your session, you may request a full refund or reschedule
• For issues after 10 minutes, staff will attempt to resolve quickly; refunds will be prorated for significant downtime

Dissatisfaction

• If you're unsatisfied with your experience, please speak to a manager immediately
• We want every guest to have a great time and will work to make things right

Group Bookings

• Group bookings of 5+ people require 24 hours notice for cancellation to receive a full refund
• Partial group cancellations may be subject to minimum player requirements

How to Request a Refund

Contact us via:

• WhatsApp: +254 740 547 488
• Email: vrlounge86@gmail.com
• In person at our location

Please provide your booking details and reason for refund request.

General Safety

• Always follow staff instructions
• Report any equipment issues immediately
• No food or drinks near gaming equipment
• Keep walkways clear of bags and personal items

VR Safety

• Clear play area before starting VR
• Take breaks if you feel dizzy or uncomfortable
• Not recommended for pregnant women or those with heart conditions
• Epilepsy warning: Some games contain flashing lights

Paintball Safety

• Masks must be worn at all times inside the arena
• Never remove mask while game is in progress
• No physical contact with other players
• Barrel covers must be on when not in play
• Safety briefing is mandatory before playing

Age Restrictions

• VR: Ages 8+ (younger with parent supervision)
• Paintball: Ages 12+ (under 18 requires parental consent)
• Mature games (18+): ID may be requested