Question 1

How do I book an experience?

Accepted Answer

You can book in three ways:
• Online: go to virtualzonevr.com, click Book, choose your center, experience, number of players, date and time, and confirm payment.
• At the center: walk into any of our centers and our team will help you book on the spot.
• By phone or WhatsApp: message or call us during customer service hours and our team will take care of you.

Question 2

What is the cancellation policy?

Accepted Answer

You can cancel your booking at least 24 hours in advance by contacting us by email (info@virtualzone.es), phone or WhatsApp during customer service hours. You will receive a refund as soon as possible.

If you cancel less than 24 hours in advance, no refund is possible. Once the session has started, refunds are also not available.

Question 3

Can I change the date or time of my booking?

Accepted Answer

Yes. You can modify the date or time of your booking at least 24 hours in advance, at no charge.

To make the change, contact us by email (info@virtualzone.es), phone or WhatsApp during customer service hours. If there are fewer than 24 hours until your session, changes are not possible.

Question 4

What happens if I arrive late or don't show up?

Accepted Answer

We recommend arriving 15 minutes before your reserved time. If you are more than 10 minutes late, you will lose your booking with no refund.

If you don't show up, the rest of your group who arrive on time will be able to enjoy the experience as normal.

Question 5

Can I try more than one experience in the same visit?

Accepted Answer

Yes, as long as availability allows. Each experience is booked separately.

Question 6

What payment methods do you accept?

Accepted Answer

Online: credit card, PayPal and Bizum.
At the center: credit card and cash.

Question 7

How long does a session last?

Accepted Answer

Approximately 1 hour in total: 10 to 15 minutes of briefing and equipment, and 40 to 45 minutes of experience, depending on which one you choose.

You can check the exact duration of each experience on its page.

Question 8

Can I get a memento of my experience?

Accepted Answer

In gaming experiences, our team monitors the session and, whenever possible, you will receive a short highlights reel with photos and videos of your game by text or email.

You also have the option to take home an immersive photo of the experience, printed or sent to your email, for a small additional cost.

Question 9

What is the minimum age to play?

Accepted Answer

Cultural experiences: from 8 years old.
Gaming experiences: from 10 years old.

In both cases, the express consent of a parent or legal guardian is required. Recommended minimum height: 120–130 cm depending on the experience.

Question 10

Is it safe?

Accepted Answer

Yes. The rooms are equipped with padded walls, carpeted floors and no obstacles to minimise any risk.

It is important to remember that the scenarios are virtual: there are no real steps, holes or objects to lean on, even if you see them. Avoid sudden movements and, if in any doubt, alert a member of staff.

Question 11

Is it suitable for pregnant people or those with medical conditions?

Accepted Answer

For safety reasons, the experience is not recommended if:

• You are pregnant.
• You have epilepsy in any degree.
• You have heart conditions.
• You have experienced loss of consciousness.
• You have severe hearing impairment or are visually impaired.
• You consider yourself highly sensitive to frightening situations.

Access is also not permitted under the influence of alcohol or controlled substances. Ultimately, Virtual Zone staff decide on each player's suitability.

Question 12

Can it cause motion sickness?

Accepted Answer

It is highly unlikely with current technology. However, if at any point you feel unwell, lift your headset, stay still and alert a member of staff. You can resume the experience when you feel ready.

Question 13

How early should I arrive?

Accepted Answer

15 minutes before your booking time. That time is used for the briefing (rules and how everything works) and getting your equipment on.

Question 14

What should I wear?

Accepted Answer

Comfortable clothing and closed-toe shoes (no heels). No special gear is needed — we provide all the VR equipment at the center.

We recommend not wearing a face mask as it can affect the lenses and the experience.

Question 15

Will you explain how everything works before we start?

Accepted Answer

Yes. Every session includes a 10 to 15-minute briefing where you will receive all the instructions: how to move, how to interact, how to use the equipment. Our team will help you get all the gear on.

Question 16

Can I play with prescription glasses?

Accepted Answer

Yes. The VR headsets have enough room to wear them over prescription glasses. That said, if you have the option of using contact lenses, the experience will be even more comfortable.

VR headsets include focus and eye-separation adjustment for an optimal visual experience.

How can we
help you?

Everything you need to know

Bookings & payments

How do I book an experience?

What is the cancellation policy?

Can I change the date or time of my booking?

What happens if I arrive late or don't show up?

Can I try more than one experience in the same visit?

What payment methods do you accept?

We're still here to help you

How can wehelp you?

Everything you need to know

Bookings & payments

How do I book an experience?

What is the cancellation policy?

Can I change the date or time of my booking?

What happens if I arrive late or don't show up?

Can I try more than one experience in the same visit?

What payment methods do you accept?

We're still here to help you

How can we
help you?