SANDBOX VR HAMBURG FAQ

While we can't guarantee it 100%, we've designed our experiences to be very different from other VR experiences you may have tried before: the environment is realistically sized, you can move freely, and we track your entire body. Motion sickness is caused by a mismatch between actual and perceived motion. Since our motion capture technology tracks you in real-time, your real movements are translated into your perceived movements. Many of our players who have been plagued by motion sickness in other VR experiences do not suffer from it at Sandbox VR.

In short, everyone can see each other as they would in real life. We use real-time motion capture technology used for film and game creation. Our motion capture cameras track your entire body in real time, allowing you to see exactly where everyone else is and how they are moving. They just won't look quite like they normally do ;) Additionally, there are clear boundaries that prevent you from leaving the play area. As long as you are attentive and follow the instructions in the game, you'll be safe.

We clean and disinfect all equipment after each use, including the masks on our headsets, headset lenses, haptic vests, and props. Our disinfectants are also qualified for use against COVID-19 (Coronavirus Disease 2019) by the US Environmental Protection Agency (EPA). Disinfecting our equipment and facilities is always a standard procedure for us as health, safety, and cleanliness are our priorities.

• For E-Gift Card, all Sales are Final. Gift cards are nonrefundable. Lost, misplaced or stolen gift cards are non-refundable, replaceable, nor valid. Gift cards are redeemable at the monetary value.

• For Booking, please reach out to the store directly for refund cases. You could find our contact details from https://sandboxvr.com/.

Yes, this is available upon request—especially for companies and larger groups. Please note that an additional flat fee applies for openings outside regular hours.

Cancellation Policy

- Up to 72 hours before the event: Full refund minus a 10% cancellation fee, or a full refund issued as a gift card/voucher.

- 72 to 24 hours before the event: A 20% cancellation fee applies; the remaining balance will be issued as a gift card/voucher.

- Less than 24 hours before the event: No refund is available.

Rebookings and Changes

- Rebookings or changes to an existing booking are strictly subject to availability and cannot be guaranteed.

- The first rebooking can be made free of charge (subject to availability). Starting from the second rebooking, a flat processing fee of €15 (€25 for B2B/corporate bookings) will apply per change for the entire booking.

- For last-minute change requests, rebooking may no longer be possible. In such cases, the standard cancellation policy above will apply.

Sandbox VR reserves the right to change the Terms and Conditions without notice. Risk of loss passes to the purchaser of the E-Gift Card upon electronic transmission of the E-Gift Card to the recipient. Sandbox VR prohibits copying or duplications of Sandbox VR E-Gift Cards. Not refundable nor redeemable for cash except to the extent required by law. Sandbox VR E-Gift Cards are not for resale and Sandbox VR reserves the right not to honor E-gift Cards Purchased from third-party sources. Sandbox VR is not responsible for lost, stolen or misused E-Gift Card codes. E-Gift Cards are redeemable at the monetary value.

Our experiences are available for booking starting from €35 per person from Monday to Thursday, as well as €40 on Fridays and Sundays, and €45 on Saturdays.*

• Our mixed-reality videos, showcasing your group both outside and inside VR, are included for free!

• The experience you want to have with us can be changed until the start of your reservation.

*Prices vary according to the number of participants interested in extending your VR playtime?

Give us a call and inquire about an extension booking. Play another experience with a discount on the second booking (if possible). For further questions regarding extension bookings, your SandboxVR location is at your service.

Cancellation Policy

• Cancellations made up to 72 hours before the booking will be refunded minus a cancellation fee of 10% through the original booking method. Alternatively, a credit for the full amount in the form of a voucher code can be provided for use on a future booking.

• Cancellations between 24 and 72 hours before the booking will be refunded with a fee of 20 % , deducted via the original booking method.

• Cancellations within 24 hours before the booking will not be refunded.

Yes! We always include videos that show your team during the VR game. Our staff is also happy to capture photos and additional videos of you during your round. Don't forget to join the thousands of other players who have tagged us on social media! Use @sandboxvr and #sandboxvr.

We only accept card payments on-site. Our locations operate cashless.

Please call the store directly to reschedule your booking. The store may be closed in extreme weather conditions. If this is the case, a representative from our guest service team will contact you to arrange a new appointment.

Yes. Gift cards can be purchased via our website and at select locations.

If you'd like us to help book a group of more than 6 people, let us know on our Private Events page.  You can also make special requests there. Please feel free to connect with the store directly by phone with any questions. Phone numbers can be found on Google, and the location page at SandboxVR.com

Book an experience by October 24, 2024 and you will automatically be entered to win a Golden Ticket! A Golden Ticket will give you and a friend FREE VR experiences for one year at Sandbox VR Hamburg.

• The winner will receive a gift voucher loaded with the equivalent value of one (1) VR session per month for two (2) people, for the duration of twelve (12) months.

• Valid on all bookings made before October 26th, regardless of how far into the future your actual Sandbox VR visit will occur. (E.g., if you purchase now but schedule your experience for later in 2024.)

• No purchase necessary to enter this sweepstakes. To enter without purchase, send a 3 page essay about why you're excited for Sandbox VR to come to Hamburg to [email protected] with the subject "Golden Ticket Giveaway - Hamburg".

• Contest runs through October 23, 2024. Winner will be randomly chosen and contacted via email.

Currently, all experiences except UFL are offered in English, Cantonese, Mandarin, German, French, Spanish, Dutch and Arabic. UFL is only available in English, Cantonese and Mandarin.

The default language is currently set to English.

At least 2 and up to 6 guests play together. When you book your experience, the maximum number of players that can play in a given room will be indicated during the booking process. 

All Sandbox VR games are specifically designed to be social experiences, and playing  in groups adds to the fun and excitement.

For groups larger than 6, please see our Parties & Events page. We host many private events, from birthday and bachelorette parties to corporate offsites, and work with a range of budgets and group sizes. 

Yes! We would love for you to share your experience with your friends and loved ones. You can ask your host to take photos and videos of you during the session. There are props at the lobby for photo-taking purposes before and after session.

Health Information

• We recommend 12 years and up, but you must be at least 1.20 m tall.

• For guests under 18, a parent/guardian must be physically present in the store during the session to sign a minor waiver.

This experience is not recommended for pregnant individuals or those with heart conditions or epilepsy.

We recommend wearing contact lenses or glasses if needed.

You can wear most standard glasses with our VR headsets, as long as the frame width is less than 160 mm.

Alternatively, we can insert corrective lenses into our headsets, ranging from +200 to +800 diopters. You don’t need to reserve them in advance — our friendly staff will be happy to help fit them before your experience begins.

We make our own experiences. Some of them are games, others will be adventures, they’ll all be as fun to play as they are to watch. With Sandbox VR, you’re not just transported into new worlds – we want to give you the chance to become the characters in these worlds. That’s something you can’t do anywhere else!

Guests must

• Be at least 1.20 m (48 inches) or taller to play.

• Teammates must be able to support the weight of their equipment for up to one hour (minimum 9 kg / 20 pounds). 

• Generally, you should be able to walk for 30 minutes without aids and have both hands free. However, participation with physical limitations or in a wheelchair is generally possible - feel free to contact us with any questions.

• For underage patrons, a parent/guardian must be physically present in the store during the game session to sign a liability waiver form.

• We advise against this experience for pregnant women and people with heart problems. 

• Participation in the experience is prohibited for individuals who are heavily intoxicated or obviously under the influence of drugs. Staff are required to cancel the participation of individuals or the entire session in such cases. A refund of the ticket price is excluded in these situations.

We recommend that you dress in light, comfortable clothing. This is an active experience, so wear something that won’t restrict your ability to move around the space.

It’s the closest thing to the “holodeck” that exists. We combine motion capture with the latest in VR hardware to create the best VR experience on the planet. It’s very different from VR experiences you might have tried at home or at other places. That makes it a real challenge to explain. The only way to truly understand it is to try it for yourself.

You must check in with the host at the store 15 to 30 minutes before your booking time. We can only begin once your entire group is present. Please factor in traffic, parking availability, and the time it takes to walk from the parking lot to the store when planning your arrival. A strict 5-minute grace period applies to your reservation.

• Guests who arrive less than 5 minutes late will have their experience shortened accordingly.

• To ensure that the bookings of our other guests are not affected, any delay of more than 5 minutes will result in the cancellation of your booking.

• Additionally, a fee of €50 will be charged, and the remainder of the initial payment will be converted into a voucher that can be applied to a future booking. In case of no-show, your booking will be automatically canceled, and the payment will be retained.

In your Sandbox VR account, you are able to view all records of your previous bookings.

Please plan to spend approximately 1 hour total with us for your Sandbox VR experience. This will consist of:

• Arriving 10-15 minutes prior to your booking time to check in, ensuring your Sandbox VR experience does not get cut short

• 10 minutes to gear up and complete a virtual tutorial that will teach you how to navigate your selected world

• About 30 minutes of gameplay

• 10 minutes to de-gear and relive your experience with cinematic video highlights with your team as the stars

We recommend booking your experience online to secure your reservation. We do accept walk-ins based on availability and only accept payment via credit card. 

We recommend that you wear contacts or glasses as needed. The VR headset allows wearing most standard glasses with a frame width of less than 160mm. Alternatively, we have corrective lenses we can place in our headsets that range from 200 to 700 degrees if you need them. There’s no need to reserve them as our friendly staff will help you with the corrective lenses before the start of your experience.