Global Warranty Information for Laser Tag Products
This webpage provides additional details in support of the Warranty Global provisions provided in the body of Zone Laser Tag operator agreements.
Capitalised terms in this Warranty have the same meaning as in your Agreement.
The Purchaser understands and acknowledges that this Warranty may change from time to time and with little or no notice.
Updated 5-5-26
Equipment Warranty
Zone Laser Tag equipment is covered by a return-to-base warranty.
This means that if an item needs to be assessed or repaired under warranty, the Customer is responsible for sending the item back to the Supplier’s nominated office. The Customer pays the freight cost and carries the risk of shipping the item to the Supplier.
If the warranty claim is accepted, the Supplier will repair or replace the item and pay the cost of return freight back to the Customer.
Warranty coverage applies only to defects in materials or workmanship under normal use. It does not cover damage caused by misuse, impact, liquid damage, incorrect operation, unauthorised modification, poor maintenance, improper installation by others, freight damage due to poor packing, or general wear and tear.
Warranty covers repair or replacement of the defective item only. It does not include on-site labour, travel, accommodation, lost revenue, business interruption, loss of profit, or third-party contractor costs unless expressly agreed in writing.
Warranty Start Date
Unless otherwise stated in the Customer’s Agreement, warranty periods begin from the date of installation, handover, shipment, or invoice, as specified in the Customer’s Agreement.
Where no specific date is stated, the warranty period begins from the date the Equipment is delivered to the Customer.
Warranty Periods
Unless otherwise stated in the Customer’s Agreement, the following warranty periods apply:
| Item type | Warranty period | Notes |
|---|---|---|
| Printed Circuit Boards / PCBs | 2 years | Covers manufacturing faults only |
| Plastics, vest shells, phaser shells, and external hardware | 1 year | Covers manufacturing faults only. Excludes physical damage, misuse, impact damage, customer/player damage, or excessive wear |
| BLU Print | 5 years | Covers manufacturing faults only. Replacement only. No warranty applies for damage, misuse, wear, impact, or installation-related damage |
| Consumables | No warranty | Includes curly cables, phaser LCD screens, gundoms, elastics, lanyards, member cards, score sheets, and similar wear items |
| Third-party supplied goods | Supplier/manufacturer warranty only | Includes monitors, TVs, network hardware, DMX lighting, haze machines, computers, keyboards, printers, scoreboards, and other third-party equipment |
Replacement and Repaired Items
Repair or replacement of an item under warranty does not restart, extend, or create a new warranty period.
Any repaired or replaced item remains covered only for the balance of the original warranty period that applied to the original item, unless otherwise required by law or expressly agreed in writing.
For example, if a PCB is replaced 18 months into a two-year warranty period, the replacement PCB is covered only for the remaining six months of the original warranty period. It does not receive a new two-year warranty.
Return-to-Base Process
All warranty claims must first be raised through the Zone Support Portal. The support ticket number must be included with the returned equipment.
The Customer must complete reasonable troubleshooting steps requested by Zone Support before returning Equipment. This may include providing photos, videos, logs, serial numbers, software versions, error messages, or other diagnostic information.
The Customer is responsible for the cost and risk of freight to the Supplier’s nominated office. The equipment must be properly labelled, including the support ticket number, and securely packed for transport.
If the claim is accepted under warranty, the Supplier will repair or replace the defective item and return it to the Customer at the Supplier’s cost and risk.
If the item is found not to be covered under warranty, repair costs may be charged to the Customer in accordance with their Agreement.
No Fault Found
If returned Equipment is tested and no fault is found, or the issue is found to be unrelated to a warranty defect, the Customer may be charged inspection, testing, repair, and return freight costs.
Advance Replacements and Loan Equipment
Advance replacements or loan equipment may be provided at the Supplier’s discretion and are not guaranteed under this Warranty.
Where advance replacement parts or loan equipment are supplied, the Customer may be required to return the original or faulty item within a reasonable timeframe. Failure to return loan equipment or replaced parts may result in the Customer being charged for those items.
O-Zone Controller and System Continuity
For vested laser tag systems, a spare O-Zone controller is provided with the Installation.
The Customer is responsible for keeping the spare O-Zone controller in a safe, accessible location and ensuring it is maintained, updated, and available for use by Supplier staff or Site staff when required.
The spare O-Zone controller is provided to help reduce the operational impact of a controller or system failure. If the Customer fails to keep the spare O-Zone controller safe, accessible, maintained, or updated, the Supplier is not responsible for any delay in restoring system operation that results from the spare controller being unavailable or unusable.
The Supplier is not responsible for loss of revenue, loss of profit, business interruption, or other consequential losses arising from system downtime, controller failure, or delays in repair or replacement.
Serial Numbers, Labels, and Tamper Evidence
Warranty may be refused where serial numbers, labels, seals, identifying marks, or tamper-evident indicators have been removed, altered, damaged, or made unreadable.
Warranty may also be refused where the Equipment has been incorrectly repaired, modified, fitted with non-standard components, or altered in a way that may have contributed to the fault, unless the work was completed by the Supplier or a party authorised in writing by the Supplier.
Software, Data, and Configuration
Warranty does not cover software configuration, data loss, database corruption, user-generated data, reports, member data, score data, system settings, or recovery of data, except where expressly agreed in writing.
The Game Computer, O-Zone controller, and provided network infrastructure are critical components of the Equipment and must not be used for any other purpose. Unauthorised software, firmware, applications, or configuration changes must not be installed or applied without the Supplier’s written approval.
If unauthorised applications are detected, a system virus is found, or unauthorised software or firmware changes have been made, this may void warranty coverage for affected software, computer, network, or system components, and charges may apply in accordance with the Customer’s Agreement.
Environmental and Site Conditions
Warranty may be voided by unsuitable site conditions, including excessive heat, humidity, dust, moisture, poor ventilation, unstable power, incorrect voltage, power surges, electrical interference, or exposure to smoke or haze fluids outside recommended use.
The Customer is responsible for ensuring the Equipment is used within the required physical, electrical, environmental, and operational specifications of the Site.
The Customer is also responsible for ensuring any universal power supply, surge protection, network hardware, or other supporting infrastructure is maintained in good working order.
Consumables, Third-Party Goods, and Further Exclusions
This Warranty does not cover items such as curly cables, phaser LCD screens, gundoms, elastics, lanyards, Zone Laser Tag membership cards, party bags, score sheets, and other ancillary or incidental items, which are deemed consumables.
The Supplier does not warrant goods manufactured by third parties. Such items include but are not limited to monitors, TVs, network hardware, DMX lighting, haze machines, computers, keyboards, printers, scoreboards, and other third-party equipment.
Third-party goods are covered exclusively by the relevant manufacturer’s or supplier’s warranty. Where third-party goods are supplied by the Supplier, the Supplier will use reasonable efforts to assist with the relevant manufacturer or supplier warranty process where appropriate.
Supplier shall not be responsible for faults incurred due to work performed by any other party. Such work includes, but is not limited to:
- defective cabling
- defective power outlets, cabling, or switchboard work
- improper mounting of devices
- improper installation by third parties
- incorrect use of accessories or consumables
- damage caused by site conditions outside the Supplier’s control
- acts of God, including earthquake, flood, fire, storm, water damage, or similar events
Exclusions
Warranty does not apply where damage or failure is caused by:
- misuse, negligence, impact damage, intentional damage, malicious damage, or customer/player damage
- liquid damage, contamination, smoke/hazer fluid damage, or environmental exposure
- unauthorised adjustment, repair, modification, software, firmware, or accessories
- incorrect operation, calibration, installation, or maintenance
- use outside the required physical, electrical, environmental, or operational specifications
- third-party work, including defective cabling, electrical work, mounting, or installation
- unsuitable site conditions, including excessive heat, humidity, dust, moisture, poor ventilation, unstable power, or incorrect voltage
- excessive wear and tear, as assessed by the Supplier acting reasonably based on the condition of the item and the likely cause of failure
- damage caused during freight due to inadequate packing
- removal, alteration, damage, or unreadability of serial numbers, labels, seals, or identifying marks
Warranty Assessment
Warranty eligibility will be assessed by the Supplier acting reasonably, based on the condition of the item, the likely cause of failure, the age of the item, the circumstances of use, and any information provided by the Customer.
If the Supplier determines that the fault is covered by warranty, the Supplier will repair or replace the item in accordance with this Warranty.
If the Supplier determines that the fault is not covered by warranty, the Customer may be invoiced for inspection, testing, repair, replacement, freight, or other costs in accordance with their Agreement.
Limitation of Liability
To the maximum extent permitted by law, the Supplier is not responsible for loss of revenue, loss of profit, business interruption, loss of goodwill, loss of data, loss of opportunity, third-party costs, or any indirect or consequential loss arising from Equipment failure, system downtime, warranty assessment, repair, replacement, freight delays, or support delays.
No Other Warranty
This Warranty is the only warranty provided by the Supplier, unless otherwise stated in the Customer’s Agreement.
Any work outside the scope of warranty, including on-site attendance, travel, third-party repairs, or support outside agreed inclusions, may be charged to the Customer in accordance with their Agreement.
Nothing in this Warranty excludes or limits any rights that cannot lawfully be excluded under applicable consumer, trade, or product laws.