Introduction

This Refund Policy governs refunds, cancellations, and related matters for services provided by PLAYTHOPIA ENTERTAINMENT LLP (trading as Fizzy Fox) at our game zone facility in Nasik, Maharashtra. This policy is in accordance with the Consumer Protection Act, 2019, and applicable consumer protection regulations in India.

By making a booking or purchase with us, you acknowledge that you have read and agree to this Refund Policy.

Non-Refundable Items:

• All ticket sales for walk-in entry are final and non-refundable
• Gift cards, prepaid game cards, and vouchers are non-refundable
• Merchandise purchases are non-refundable except for manufacturing defects
• Service charges and processing fees are non-refundable
• Promotional offers and discounted bookings may have specific non-refund conditions

Refundable Items:

• Advance bookings cancelled within permitted timeframes
• Birthday party and event bookings cancelled per our cancellation policy
• Services not rendered due to our fault or technical issues
• Prepaid game credits if the facility is unavailable due to circumstances within our control

48 Hours or More Before Scheduled Time:

• Eligible for full refund minus 5% processing fee
• Refund will be processed within 7-10 business days
• Alternative: Full credit for future visit (no processing fee)

24-48 Hours Before Scheduled Time:

• Eligible for 50% refund
• Refund will be processed within 7-10 business days
• Alternative: 75% credit for future visit valid for 6 months

Less Than 24 Hours Before Scheduled Time:

• No refund
• May reschedule once to another date within 30 days, subject to availability and payment of 20% rescheduling fee
• Exception: Medical emergencies with valid documentation may be considered on case-by-case basis

Cancellation Process:

• Send cancellation request by email to info@fizzyfox.in with booking reference number
• Include reason for cancellation and preferred refund method
• We will acknowledge receipt within 24 hours
• Refund eligibility will be confirmed within 48 hours

If you do not show up for your confirmed booking without prior cancellation:

• No refund will be provided
• No rescheduling will be permitted
• Booking will be forfeited
• Future bookings may require advance payment

Cancellations by Fizzy Fox:

If we must cancel or reschedule your booking due to circumstances within our control (equipment failure, staff shortage, facility issues, etc.):

• Full refund will be provided within 5 business days, OR
• Complimentary rescheduling to any date of your choice, OR

Force Majeure Events:

If cancellation is due to circumstances beyond our reasonable control (natural disasters, government orders, pandemics, civil unrest, etc.):

• No refund will be provided initially
• You may reschedule to any future date within 12 months at no additional charge
• If rescheduling is not possible, we will provide a credit note valid for 12 months

Severe Weather:

• In case of severe weather warnings or unsafe conditions, we may temporarily close
• Affected bookings will be offered full rescheduling or refund at customer's choice

Prepaid Game Cards:

• Valid for 12 months from date of purchase
• Non-refundable and non-exchangeable for cash
• Can be transferred to another person
• Unused balance after expiry will be forfeited
• Lost or stolen cards will not be replaced or refunded

Game Credits from Cancellations:

• Credits issued for cancelled bookings are valid for the period specified at time of issuance
• Credits are non-transferable unless specified otherwise
• Credits cannot be exchanged for cash
• Credit balance can be checked by contacting us or through your account on our website

If You Experience Issues During Your Visit:

• Report immediately to our staff on-site
• We will assess the situation and provide alternative activities or remedy
• If we cannot resolve the issue satisfactorily:
• Partial refund proportional to affected time/activities, OR
• Game credits equivalent to affected services, OR
• Complimentary return visit

Technical Failures:

• If major equipment failures significantly impact your experience and we cannot provide adequate alternatives, you may be eligible for a partial or full refund depending on the extent of the disruption

Cancellations 7+ Days Before Event:

• 75% refund of total booking amount
• Deposit is non-refundable

Cancellations 3-7 Days Before Event:

• 50% refund of total booking amount
• Deposit is non-refundable

Cancellations Less Than 3 Days Before Event:

• No refund
• May reschedule once subject to availability and 25% rescheduling fee

Reduction in Guest Count:

• Must notify us at least 48 hours in advance
• Refund only for significant reductions (more than 25% of confirmed guests)
• Last-minute reductions will not be refunded

Our Cancellation:

• Full refund or complimentary rescheduling with additional benefits

Physical Products:

• Can be returned within 7 days of purchase
• Must be in original condition with tags and packaging intact
• Receipt must be presented
• Refunds for manufacturing defects only
• Refund processed within 10 business days to original payment method

Digital Products or Services:

• Non-refundable once delivered or redeemed

Processing Time :

• Approved refunds are initiated within 5-7 business days of approval
• Credit card refunds: 5-10 business days from initiation (depends on bank)
• Debit card/net banking refunds: 7-10 business days
• UPI/wallet refunds: 3-5 business days
• Cash refunds: Immediate to 48 hours

Refund Method:

• Refunds will be processed to the original payment method used for the transaction
• If original payment method is not available, alternative arrangements will be made (bank transfer, credit note, etc.)

Refund Notification:

• You will receive email confirmation when refund is initiated
• If refund is not received within stated timeframe, contact your bank/payment provider first, then us

Processing Fees:

• Online payment gateway charges (typically 2-3%) are non-refundable and will be deducted from refund amount where applicable

Non-Refundable Items and Services

The following are strictly non-refundable :

• Walk-in entry tickets after entry
• Consumables (food, beverages, if sold)
• Special promotional offers and discounts
• Third-party services booked through us
• Fees for lost or damaged equipment
• Membership fees (unless specified otherwise in membership terms)
• Registration or activation fees

To Request a Refund:

• Email us at refunds@fizzyfox.in with the subject "Refund Request – [Booking Reference Number]"
• Include the following information:
• Your name and contact details
• Booking reference number or transaction ID
• Date of booking/purchase
• Reason for refund request
• Supporting documents if applicable (medical certificates, etc.)
• Preferred refund method
• We will acknowledge your request within 24 hours
• Investigation and decision within 5-7 business days
• If approved, refund will be initiated as per processing timelines above
• If denied, we will provide written reasons

Dispute Resolution

If you are not satisfied with our refund decision:

• Request escalation to management by replying to the refund decision email
• Management will review within 3-5 business days
• If still unresolved, you may file a complaint with:
• National Consumer Helpline: 1915 or consumerhelpline.gov.in
• District Consumer Forum for your jurisdiction
• State Consumer Forum (for claims above ₹50 lakh)
• We will acknowledge your request within 24 hours
• Investigation and decision within 5-7 business days
• If approved, refund will be initiated as per processing timelines above
• If denied, we will provide written reasons

Changes to Refund Policy

• We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website with the "Last Updated" date. Material changes affecting existing bookings will be communicated to affected customers

Contact Information for Refund Inquiries

For refund requests, questions, or concerns:

PLAYTHOPIA ENTERTAINMENT LLP (Fizzy Fox)

• Email : refunds@fizzyfox.in
• Customer Support : support@fizzyfox.in
• Phone : +91-830-830-3322
• Address : Survey no 486/2 Opp. Grape Embassy & zatka misal, Makhmalabad, Nashik, Maharashtra 422003
• Website : www.fizzyfox.in
• Business Hours : 10:00 AM to 6:00 PM

For complaints unresolved by us, you may contact the Data Protection Board of India once established.

Implementation Recommendations

To successfully implement these policies on your website and operations, I recommend the following:

Website Implementation:

• Create dedicated pages for each policy accessible from your website footer
• Use clear, readable formatting with section headings
• Include a "Last Updated" date prominently
• Make policies downloadable as PDF files
• Include links to these policies during the booking process
• Add a checkbox during booking: "I have read and agree to the Terms and Conditions, Privacy Policy, and Refund Policy"

Physical Premises:

• Post emergency contact information and procedures visibly
• Post emergency contact information and procedures visibly
• Have printed copies of full policies available at the reception desk
• Train all staff on key policy provisions, especially safety rules and refund procedures

Booking Process:

• For online bookings, require explicit acceptance of policies before payment
• Send policy summaries in booking confirmation emails
• For children's activities, ensure parental consent forms reference these policies

Regular Updates:

• Review policies annually or when laws change
• The DPDP Rules, 2025 (draft released) may require updates once finalized
• Monitor consumer protection and entertainment industry regulatory changes
• Document all policy versions with dates for legal compliance

Staff Training:

• Train staff on data protection practices under DPDP Act
• Ensure front-desk staff understand refund policy to handle requests consistently
• Conduct regular safety training and emergency response drills
• Maintain incident logs and customer complaint records

Insurance and Compliance:

• Maintain adequate general liability insurance covering your operations
• Consider cyber liability insurance for data breach protection
• Ensure fire safety compliance and regular inspections
• Keep all entertainment duty, GST, and local authority registrations current

Customer Communication:

• When customers contact via WhatsApp (as per your business model), share policy links proactively
• Include policy acceptance in your campaign messages
• Make policies accessible in regional languages if you serve diverse customers