Effective Date: 1 March 2026

Business Name: Bowling World Pvt Ltd t/a Rollers Arcade

1. General

This Booking Policy applies to ticket purchases, party bookings, group reservations, school visits, corporate events, private hire, attraction bookings, and any advance reservations made with Rollers.

All bookings are subject to availability and confirmation.

2. Booking Confirmation

A booking is only confirmed when:

• • the required booking details have been received

  • the required deposit or payment has been made

  • Rollers has issued confirmation

Rollers may decline a booking where there are operational, safety, capacity, or payment issues.

3. Deposits and Payments

Certain bookings may require:

• • full payment in advance

  • a non refundable deposit

  • staged payments for larger events or group bookings

The exact payment terms for your booking will be stated during the booking process or in your quotation.

4. Changes to Bookings

Requests to change the date, time, package, or guest numbers should be made as early as possible.

We will try to accommodate changes, but this depends on availability and operational requirements. Additional charges may apply where changes affect package cost, catering, staffing, or reserved space.

5. Cancellations by Guests

Zimbabwe’s Consumer Protection Act gives consumers the right to cancel advance bookings and allows suppliers to require a reasonable deposit and charge a reasonable cancellation fee in appropriate circumstances.

Accordingly, Rollers applies the following general approach:

• • 7+ days notice: May qualify for a reschedule or refund, less any reasonable administrative or third party costs.

  • 3 to 6 days notice: May result in partial forfeiture of the deposit.

  • Less than 72 hours notice: May be non refundable, subject to applicable law and the circumstances.

  • No shows: Generally non refundable.

Where a customer cannot honour a booking due to death or hospitalisation of the guest or an immediate family member, Rollers will review the matter compassionately and in line with applicable law.

6. Cancellations by Rollers

Rollers may cancel, postpone, or reschedule a booking where reasonably necessary due to:

• • safety risks

  • equipment failure

  • venue closure

  • staffing or operational issues

  • private venue requirements

  • force majeure events

  • circumstances outside our reasonable control

Where Rollers cancels a booking and no suitable alternative is agreed, we will offer a reschedule, credit, or refund as appropriate.

7. Late Arrival

Late arrival may reduce your activity or event time where the venue schedule cannot be delayed.

Where a party, activity slot, or event starts late due to late arrival, Rollers may not be able to extend the session.

8. Guest Numbers

The customer is responsible for providing accurate guest numbers. Final guest numbers may need to be confirmed by a stated deadline.

Where numbers increase after confirmation:

• • availability is not guaranteed

  • price adjustments may apply

  • package changes may be required

9. Attraction Restrictions

Certain attractions and activities may be subject to:

• • age limits

  • height or weight limits

  • clothing requirements

  • health restrictions

  • parental supervision requirements

These restrictions exist for safety reasons and must be followed.

10. Food Orders and Allergies

Food and catering orders for parties or events may require advance notice. Customers must advise Rollers of allergies or dietary requirements before the event.

While we take reasonable care, we cannot guarantee an allergen free environment.

11. Decorations, Cakes, and External Suppliers

Outside decorations, cakes, entertainers, photographers, or other external suppliers may only be used with prior approval from Rollers.

Additional conditions may apply for setup times, cleanup, access, and safety.

12. Damage and Conduct

The booking holder is responsible for the conduct of their guests. Rollers may charge for deliberate damage, excessive mess, or serious breaches of venue rules.

Aggressive, unsafe, or abusive conduct may result in removal from the venue without refund.

13. Refund Method

Approved refunds will usually be processed using the original payment method within 7 business days, subject to banking and payment provider timelines.

14. Contact for Booking Queries

For booking changes, cancellations, or support, please contact:

Rollers Email: rollerszw@gmail.com

Phone: +263 777429682