Refund & Cancellation Policy

1. Full Refund Scenarios

Customers are entitled to a full refund if:

The food or drink served is faulty (e.g., spoiled, contaminated, or unsafe).
A booking is cancelled by Pixel Bar — for example due to venue closure, unforeseen circumstances, or an error on our part.
The package or experience you receive is significantly different from what was booked and confirmed.

Please note: any problems with bookings or orders placed through a third-party marketplace or booking platform (e.g. Tagvenue, HeadBox) must be directed to that third party in the first instance.

2. Partial Refunds or Alternatives

If a meal or drink is unsatisfactory but not unsafe, we may offer a partial refund, replacement item, or credit for a future visit.
Complimentary items (e.g., drinks or a free hour of gaming) may be provided as a goodwill gesture for minor issues during your visit.

3. Booking Deposits & Cancellations

Deposits paid to secure a booth, table, party or event booking guarantee your reservation and are refundable if cancelled more than 7 calendar days before your booking date — confirm your actual terms here], as set out in your booking confirmation.
Cancellations made within 3 calendar days of your booking may not be eligible for a refund of the deposit, though we will always try to offer a reschedule where possible.
Gaming time, drinks vouchers and packages are valid on the date booked and are non-refundable and non-transferable once your session has started, except where covered under section 1.

4. Non-Refundable Items

Prepared or pre-ordered items (e.g., festive buffets, bespoke party packages) cannot be refunded once prepared for your booking unless faulty.
No refunds are given if a customer simply dislikes a dish or drink, unless it was misrepresented on the menu.

5. Time Limits for Refunds

Please raise any issue with food, drink or your booking with a member of staff during your visit wherever possible.
For issues that cannot be resolved on the night, refund requests must be made within 24 hours of your visit or booking date.
Proof of purchase or booking (e.g., receipt, booking confirmation, or bank statement) is required.

6. Process for Refunds

Notify a member of staff immediately for any issue during your visit.
For booking-related issues, contact us via phone or email with your booking reference and evidence (e.g., photos of the issue).
Refunds are processed within 14 days to the original payment method.

7. Exceptions

No refunds for gaming time, or food or drink, already consumed or used in full.
We reserve the right to refuse refunds where misuse of this policy is suspected.

8. Legal Compliance

This policy complies with UK consumer rights laws, including the Consumer Rights Act 2015.

For refund requests or disputes, contact the venue you visited or booked with:

Manchester: manchester@pixel-bar.co.uk / 07916 030597

Leeds: leeds@pixel-bar.co.uk / 07832 609853

Liverpool: liverpool@pixel-bar.co.uk / 07446 687369

Note: This policy does not affect your statutory rights.