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Refund Policy

Last Updated: June 06, 2026

1. General Principle (Digital & Instant Service)
Since ImmerseMe provides immediate access to location-based VR experiences upon successful payment or voucher activation, all transactions are generally final, non-refundable, and non-cancelable once the VR session has been unlocked or initiated.

2. Eligible Refund Scenarios
Refunds or session credits may be granted exclusively at the sole discretion of ImmerseMe (operated financially by Arch Tech (FZC)) under the following technical conditions:

  • Hardware/Software Malfunction: If a user completes the payment, but the physical VR headset fails to boot, encounters a critical system error, freezes, or fails to deliver the content due to an internal hardware/software glitch not caused by the user.
  • Double Billing: If a user’s payment method is charged multiple times due to a payment gateway error for a single intended VR session session.
  • Force Majeure / Venue Power Outage: If the session is abruptly terminated due to a power failure or network loss at the local venue premises (hotel, restaurant, cafe, hospital) before 50% of the purchased time has elapsed.


3. Non-Refundable Scenarios
Refunds will strictly not be issued in the following cases:

  • Motion Sickness / Discomfort: If a user stops the experience voluntarily because of dizziness, nausea, or psychological discomfort (as these risks are explicitly stated and assumed by the user under the Safety Guidelines section).
  • Change of Mind: If a user changes their mind or dislikes the selected digital VR experience after the session has been unlocked.
  • User Negligence / Misuse: If the device stops working or the session is terminated because the user dropped the headset, walked out of the designated safety zone, or violated user conduct rules.
  • Unused Partial Time: If a user purchases a 20-minute or 30-minute session but decides to take off the headset after 5 minutes, the remaining time is non-refundable.


4. How to Request a Refund
To claim a refund or technical session credit, the user must contact support within 48 hours of the incident. The request must be sent to:

  • Email: info@immerseme.tech
  • Required Information: Date and exact time of the transaction, exact location (venue name/city), the payment receipt or transaction ID from Arch Tech (FZC), and a brief description of the technical issue.

Approved refunds will be processed back to the original payment method within 5 business days, depending on the issuing bank’s policies.