Frequently asked questions.

Find help with booking information and answers to some common queries regarding your visit below.  Click on the (category) headings for additional information.  Click on the magnifying glass below to search our FAQ's.

 

If your question hasn't been answered then please get in touch with us on 01782 229259 and we'll be happy to help.

We are a COVID-19 SECURE venue.

(BOOKING INFORMATION)

Do I need to book?


Booking is essential if you'd like to play. Our store is open midweek for bookings made in advance only. You can book online up to 3 hours in advance of your visit. It is usually possible for you to play on the same day, in less than 3 hours time - providing you call us on 01782 229259 to check availability. We do not accept walk-in bookings (customers without a booking) Monday - Friday. Our store remains closed midweek and we only open / staff the store if we have a booking. We are happy to open the store for your booking specifically. Call us on 01782 229259 to check availability. Book ahead online to benefit from our cheapest online-only pricing. Our store accepts a very limited number of walk-in customers on a Saturday, subject to social distancing capacity and availability. It is always best to book in advance of your visit to avoid dissapointment. We are a secure venue. You can learn more about the measures we have implemented to keep you safe at our Covid-19 secure venue resources page.




How do I book?


A booking is essential if you'd like to play. Booking online is the quickest and easiest way to book your next VR adventure with us. Book ahead online for our cheapest online-only pricing.

  • You can check availability and book online at this page. We require full-payment upfront to confirm your booking. You'll need a credit or debit card handy to securely pay when you book online.
  • You can also make a booking over the phone. Call us on 01782 229259 and we'll make the booking manually for you. You'll need a credit or debit card handy to make payment for your booking over the phone. Our regular non-discounted pricing will apply to bookings made via telephone.




How do I make a group booking?


We welcome groups at XP-VR and groups of up to 4 players can be booked online. Bookings for a group of 5-7 players can also be booked online, however a 50% deposit is required to secure the booking. You must pay this deposit within 48 hours of making the booking by calling us on 01782 229259. Alternatively, it is easier (and quicker) to pre-pay the full total online to secure your booking instantly. Bookings of 5-7 players that have not called us to pay their deposit / not fully pre-paid online within 48 hours will be cancelled automatically. Bookings of 8 or more players may benefit from our discounted group rates. It is not possible to make a booking of 8+ players online, please call us to check availability. Click here to make a booking online.




Do you provide birthday party bookings?


XP-VR is a great place for a birthday party with a difference! Please click here for more information about our birthday party packages.




Do you offer any discounts?


Whilst we don't currently offer any discounted entry yet, we're looking to partner with some local businesses, colleges and universities in the near future to be able to bring you some fantastic discounts for supporting local businesses. Save time, save money! Book ahead online for our cheapest online-only pricing. If you would like to partner with XP-VR then please contact us for a chat.




Do you sell gift vouchers?


A XP-VR Gift Voucher is the perfect gift for anyone on your list for any occasion! Give the gift of a fully immersive virtual reality experience that is fun for all ages with no prior gaming skill required. Purchase your Gift Voucher online or buy from us direct when visiting our store.




Is there a minimum age requirement?


The minimum age to play in our VR ARENAS, VR WALK-STATIONS and VR-ESCAPE game experiences is 8 years old. For safety reasons, children aged under 8 years may not use the above equipment, but may be able to play on our VR simulators providing they meet the minimum height requirements outlined below. A parent or guardian must be present at all times for all players under 15 years of age. This is so that a waiver can be signed by a responsible adult aged 18 or over. A minimum of 1 adult per booking (aged 18+) must remain on site to supervise any minors aged 15 years that are playing. Players on our VR WALK stations must be a minimum of 1.4m tall, not exceeding 130kgs (20 stone) in weight Players on our VR FLYING simulator must be a minimum of 1.2m tall and no more than 100KGs (15.5 stone) in weight. Players on our VR RACING simulator must be a minimum of 1.2m tall and no more than 100KGs (15.5 stone) in weight.




Do you allow Stag / Hen groups?


Stag and Hen groups are welcome at XP-VR and virtual reality is an excellent, fun group activity. We strongly recommend you book in advance to avoid disappointment. As we are a family friendly attraction and want all of our visitors to have a great time, we won't allow any rude or inappropriate behaviour from visitors as per our terms of booking. This also applies to any rude or adult natured decorations, props and outfits.




Can I try VR before booking to see if I like it?


During quiet periods, it may be possible for our staff to give you a free 2-3 minute demonstration of our tutorial game inside one of our VR headsets. You will be amazed at the incredible power of virtual reality! Demos are strictly subject to availability and staff member's discretion. A hygiene eye mask is required to be worn before the demo, these can be purchased from the staff member if necessary. Due to time constraints, demos are not possible on Fridays, Saturdays and Sundays. It is always best to call us and check first before visiting the store.





(VISITING US)

I've not visited before, what should I expect?


Everyone is welcome at XP-VR and no previous experience is necessary. Please click here for information on what to expect during your first visit.




Is there car parking available?


XP-VR is located in the cultural quarter of Hanley city centre, near to the Regent Theatre. We don't have our own car parking on site and the nearest public car parks are Pall Mall car park, John Street multi-storey and Highview car park - all less than a short 5 minute walk away.




Are spectators allowed?


Yes, we have spectator viewing areas throughout the store for you to be able to sit back, relax and watch other members of your group play on the equipment. We also have big screens throughout the store allowing you to see every bit of the action being experienced by the player(s) in real time.




What should I wear?


All of our VR games and experiences at XP-VR are fully interactive and require a moderate amount of physical activity as you move your arms, head and body around within the game. You should wear comfortable clothes and footwear that do not restrict your movement. Heels are not recommended and must be removed before using our KATWalk VR stations. Click to find out what to expect during your visit.




Do you provide lockers?


Yes, we provide free storage lockers for players to use in the store. Please ask at the front desk for a key. Contents are stored at the player's own risk and XP-VR takes no responsibility for any personal items brought onto the premises as per our booking terms.




What accessible facilities do you have?


Our store is spread over 2 floors. Whilst we do not have a passenger lift, the ground floor of our store is fully accessible and equipped with an accessible toilet. We have 2 VR gaming arenas on our ground floor both equipped with headsets that can be used in a standing or seated manner (such as a wheelchair). Our KAT Walk VR stations, XP FLYING and XP RACING equipment is not suitable for players that are unable to enter, stand or operate the equipment safely and unaided. Please feel free to contact us to discuss any specific access requirements in more detail.




I've not tried VR before, can I try out your equipment first to see if I like it?


Our 5 minute VR gaming arena taster sessions provide an opportunity for new users to try out and sample the incredible world of virtual reality for the first time. No experience is necessary and a full demonstration on how to use our equipment is included before your 5 minute taster starts. Book your taster session now.




Will I bump into things whilst wearing the VR headset?


Our HTC Vive Pro headsets used inside our VR gaming arenas have an in-built collision avoidance system to keep players safe. Our safe play zone areas are clearly marked out and appear as a blue grid from inside the player's headset. When players approach the edge of their safe playing area - the grid turns red to alert the player and remind them to move back into the safe zone. Players will only bump into things if they ignore the red safety grid lines that display inside their headset.




I wear glasses, can I use them inside the VR headsets?


Yes, the majority of prescription glasses are fine to wear. Our team will help players fit the VR headset over their glasses and adjust as necessary. Large framed glasses may struggle to fit inside the VR headset goggles so we recommend that smaller framed glasses or contacts are worn as an alternative if possible.

Whilst our team will try to adjust the headset as much as possible, in the unfortunate event that a player's prescription glasses are just too big and do not fit inside the VR headset goggles securely then a full refund will be given to each player that is unable to play.




What games can I play in the VR arenas?


Please click here for a full list of the games that you can play in our VR arenas.




How many people can play in each VR gaming arena?


We operate a one person, per headset booked policy. For safety reasons, it is not possible to split or divide booked time with multiple players using the same headset. Please see our booking terms.

Additional VR gaming arenas can be booked side-by-side for players to play together in a group (subject to availability). Book online now.




Can I play against other people in my group?


Yes, VR provides a fun and safe group activity - best enjoyed when playing together either co-operatively or against/vs each other for even more excitement! You will be able to hear and speak to any other members of your group that are playing at the same time as you. Check out our games list for all of our multiplayer games that are available. A maximum of 2 players can split their booked time spent playing in the same headset within each VR gaming arena. (i.e: if you booked a 30 minute session then two players can split their time and spend 15 minutes each playing in the same single headset).

Please note: Bookings for groups of 2 or more players that want to play with/vs each other are essential. If you would like to interact with and play against other players in your group at the same time then it is necessary to book 2 or more VR gaming arenas. This allows each player to play in their own VR headset in each VR gaming arena without having to swop over with another player.

A maximum of 2 players can play together on our VR WALK stations and play time cannot be split or shared with other players on this equipment.




Why can't I split/share my play time with another player in my group?


For safety and setup reasons, we do not allow players to share time booked in the same headset (i.e you cannot book a single 30 minute VR arena experience and have x2 players spend 15 minutes each playing).

Please ensure you book enough headsets/stations for each player that would like to play.




Can you restrict access to inappropriate game content for children?


We are a family friendly attraction and have a range of games suitable for all ages. Please click here for a full list of the games that can be played in our VR arenas.

Our team also has the facility to be able to disable any type of game or content on request when checking in at the venue.




Can I consume my own food and drink?


We sell our own selection of hot and cold drinks, tasty treats and confectionary in store. We do not allow customers (including spectators) to consume their own food and drink inside the building. We reserve the right to refuse entry or terminate game time early if anyone is found to be breaching our terms of booking.




Do I need to bring anything with me?


For the hygiene and safety of players, all players must wear an eye mask when using our VR equipment. Bring your own eye mask with you or purchase one when you arrive for £0.50 each. Keep your eye mask for your next return visit! We operate a challenge 25 policy. Please bring ID with you if you are lucky enough to look under 25 and wish to purchase any alcohol during your visit.




Why do I need to wear a hygiene eye mask?


Be a masked hero: For the hygiene and safety of players, all players must wear an eye mask when using our VR equipment. If you don't wear an eye mask then you will not be able to play on our equipment. Bring your own eye mask with you from home or purchase one when you arrive for £0.50 each. Keep your eye mask for your next return visit!





(GIFT VOUCHERS)

Where can I buy an XP-VR gift voucher?


You can buy a digital XP-VR gift voucher online here. We'll email you the digital gift voucher for you to either print off at home or forward on to the intended recipient. You can buy a physical (paper copy) gift voucher in store from us during our store opening hours. Our store is at 62 Piccadilly, Hanley, Stoke on Trent. ST1 1HX.




How do I redeem an XP-VR gift voucher?


You need to make a booking if you'd like to play or visit our store. You can book online at this page and enter your XP-VR gift voucher code (when prompted) during the online checkout process. You can also call us during our store opening hours to make a booking. Give us a call on 01782 229259. You will need to supply the voucher code to the member of staff so we can book you in.# You can use all of your gift voucher credit in one transaction - or put it towards a partial payment for a larger booking if required. Any unused credit remains valid until the voucher's displayed expiry date.




My gift voucher expired during Covid-19?


All XP-VR issued gift vouchers have a 6 month expiry date from the date of issue. On Monday 23rd March 2020 our store closed to the public to comply with the UK government's mandatory lockdown as part of fight against the Covid-19 pandemic. The UK government allowed us to safely re-open our store on Monday 15th June 2020. In response to the 12 week mandatory closure of our store, we have extended the validity of all XP-VR issued gift vouchers by an additional 12 weeks. This ensures that every gift voucher will have had the opportunity to be redeemed within the full 6 months worth of its validity. The +12 weeks validity extension has been applied automatically to all unusued gift vouchers issued by XP-VR. You do not need to do anything and may redeem your gift voucher for an additional 12 weeks on top of the voucher's original expiry date.*

  • For example: A gift voucher with an orginal printed expiry date of 15/04/2020 would now be valid for an additional +12 weeks use. The new gift voucher expiry date would now be 08/07/2020.
Tip: Check the original expiry date of your XP-VR issued gift voucher. Add an additional +12 weeks on top to get your voucher new expiry date. We recommend using this online date calculator to help you. *This extension does not apply to other vouchers issued by other merchants (such as Wowcher or Groupon). Please contact the merchant directly as we are unable to extend these vouchers for you ourselves.




Have you extended validity due to Covid-19?


In response to the 12 week mandatory closure of our store, we have extended the validity of all XP-VR issued gift vouchers by an additional 12 weeks. This ensures that every gift voucher will have had the opportunity to be redeemed within the full 6 months worth of its validity. The +12 weeks validity extension has been applied automatically to all unusued gift vouchers issued by XP-VR. You do not need to do anything and may redeem your gift voucher for an additional 12 weeks on top of the voucher's original expiry date.*

  • For example: A gift voucher with an orginal printed expiry date of 15/04/2020 would now be valid for an additional +12 weeks use. The new gift voucher expiry date would now be 08/07/2020.
Tip: Check the original expiry date of your XP-VR issued gift voucher an add an additional +12 weeks on top to get your voucher new expiry date. We recommend using this online date calculator to help you. *This extension does not apply to other vouchers issued by other merchants (such as Wowcher or Groupon). Please contact the merchant directly as we are unable to extend these vouchers for you ourselves.




How do I work out the new expiry date of my voucher?


Any XP-VR gift vouchers issued on or before 15/06/2020 (when our store was allowed to re-open) will have had their original expiry dates extended automatically by an additional +12 weeks. This extension has been applied automatically to any unused valid gift vouchers. To work out the new expiry date of any XP-VR issued gift voucher:

  1. Obtain the original expiry date printed on the front of your gift-voucher.
  2. Open this online date calculator in your web browser.
  3. Enter your original expiry date into the calculator.
  4. Add "12" into the number of WEEKS to add on to your original date.
  5. The new expiry date of your gift voucher will now be shown (+`12 weeks from your original expiry date)
  6. Your gift-voucher is now valid for use up to (and including) the new expiry date shown in the calculator.
We recommend you book as soon as possible to use your voucher before its new expiry date. Give us a call on 01782 229259 during store hours to make your VR booking.




My voucher is not being accepted when I try to book online?


This is an intentional security feature we have implemented to prevent fraudulent bookings / use of gift vouchers that have legitimately expired despite the +12 weeks extension. If your voucher has passed its original expiry date (but it is still in date when you add +12 weeks extension on to your original expiry date - using this calculator) then please give us a call to book over the phone. Please call us on 01782 229259 during store hours and we'll enter the code manually for you.

  • All XP-VR issued gift vouchers have a full 6 months worth of validity in order to redeem them as per our voucher terms.
  • The +12 week extension we have given to all applicable gift vouchers ensures that a full 6 months redemption period has been to the voucher holder.
  • Refunds or extensions cannot be offered for unused gift vouchers that have not been redeemed during the full 6 months of validity.





HOURS

MON:

TUE-FRI:

 

 

SAT:

SUN:

CLOSED

12PM -8:30PM*

(FOR BOOKINGS ONLY)

 

10AM -8:30PM

10AM-6PM

Oct Half Term Hours: Click here

*Same day bookings possible - call us to play within 3 hours of your visit!

Book online for our cheapest pricing.

VISIT US

62 PICCADILLY

HANLEY

STOKE ON TRENT

STAFFORDSHIRE

ST1 1HX

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© COPYRIGHT XP-VR LTD 2020  |  REGISTERED IN ENGLAND & WALES NO.11696850  |  VAT: 315310941  

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