Legal · Last updated 6 October 2026

Complaints procedure

We want problems to be reported early so they can be investigated fairly and kept separate from ordinary support requests.

Airsoft Grid Ltd

43 Shaftsbury Avenue, Woodlands, Doncaster, DN6 7TB, United Kingdom

Registered in England and Wales. Company number 17493317.

hello@airsoftgrid.co.uk is the contact for legal, privacy and complaints enquiries.

1. Contact us

Send a clear complaint to hello@airsoftgrid.co.uk. Include your name, account email, order or booking reference where relevant, what happened, and the outcome you want. Do not send passwords or full payment-card details.

2. Review

We will acknowledge the complaint, review the relevant records and contact any operator, supplier or workspace involved where appropriate. We may ask for further information or evidence. We aim to provide a substantive response within 14 days; complex cases may take longer and we will explain why.

3. Separate service providers

If your complaint concerns an event, venue, supplier, carrier, print quality or delivery decision, that organisation may be the responsible trader or operator. We will route the complaint where we can, but this does not replace that organisation’s own complaints or statutory process.

4. Escalation

If you remain dissatisfied, reply to the complaint response explaining what remains unresolved. Nothing in this procedure limits statutory consumer, data-protection or other legal rights.