06/27/2025
Arcade Game Policies for Epic Entertainment
This is to help those that have questions, found us via the QR codes on our equipment, and fundraisers. Scroll down to find what fits what you’re looking for.
LOCATION RESPONSIBILITY:
*Our locations have zero responsibility for refunds ,as it is not their equipment. Play at your own risk. Be kind to them. Be excellent to each other.
REFUND POLICY:
*It is 100% play at your own risk, no refunds. However, if we can recreate an issue, we of course will issue a refund/prize. This is done on a case by case situation.
KIOSK & GAME CARDS:
*Kiosk charges a passthrough of 3% credit card fees for using credit cards.
*Treat game cards like CASH.
*Game cards do NOT expire AND we do not take any game credits from the card monthly.
*If you put a game card in the recycle bin on the top of the kiosk=it’s gone. Please treat game cards like cash.
*If the kiosk has any issues when you buy a game card with a credit card (doesn’t dispense a card), it will automatically refund to your account.
*to make things faster if you reach out to us: snap a pic of the back of your game card (game card number) and text it to us. Give us the last four of your credit card number too.
*Kiosoft tech support runs until 8pm PST, so any issue Epic or Kiosoft cannot resolve will be resolved next business day.
*Game cards just need a “tap” to play. No insert or swipe needed.
*If you get an error (23 or 7) Give the reader a second to catch up. It’s just like your wifi at home. If you get continuous errors, let the staff at the venue know and/or message us here.
*There are NO refunds for unused game credits. Keep the card, and add onto it on your next visit. Remember, credits do not expire or get removed with no use.
WINNING PRIZES:
*Any and all errors related to machine or player; including tampering, rigging, shaking, lasers, fishing, tipping, will void any payout of any prize at any time at our discretion.
*On major prizes (examples include Large cutters, Key Master, Prize Arrow, Flappy Bird): On the rare occasion the machine could malfunction (door not open, a prize card falls wrong, prize gets stuck, etc) we ONLY ACCEPT THE VERY FIRST CALL WE GET FROM THE VENUE!!! This is non-negotiable. Only the venue will have sole discretion to tell us whom won what. Please give the venue your name, number and best time to contact you. Please, the venues and us at Epic will only accept information from a Parent or Guardian. We do this for your safety and ours. Epic Entertainment reserves the right to fully determine any and all issues related to the machine and how a prize is won due to the nature of the level of prizes we provide. All venues are zero liability in this matter of prizes.
Please know that we 100% LOVE to give out major prizes when we determine a real winner. We believe that players make winners and winners make players.
PRIZE INVENTORIES:
*Some major prize games will NOT have a live prize inside the game. This can include empty boxes to show what a prize can be. We use metal cards with metal zip ties to ensure fairness of play on these specific prizes. If you win (and we hope you do and take pics of it and share!), please hand the metal card to the rad staff at the venue.
If the prize is in stock at the venue, the staff will issue the prize to that winner.
If the prize is not in stock, the venue will ask you for your name, number, email and a prize will be drop shipped to the venue for pickup. We no longer ship to your house due to “It didn’t arrive”.
If we are out of a certain prize, we will issue a prize of equal value of the prize won.
