Return & Refund Policy

Last Updated: June 2026

Escape Experience sells live, scheduled escape room experiences as well as gift cards and digital games. Because most of what we offer is a timed experience rather than a physical product, “returns” are handled as cancellations and refunds under the policy below. This policy applies to all bookings and purchases made through escapeexperience.com and our booking partner.

Booking Cancellations & Refunds

  • Full refund — 48+ hours in advance: Cancel at least 48 hours before your scheduled start time and you'll receive a full refund to your original payment method.
  • Free reschedule — up to 4 hours before: Need to change your time? You can reschedule your reservation at no charge up to 4 hours before it begins.
  • Within 4 hours / no-shows: Within 4 hours of the scheduled start time, bookings are non-refundable and non-transferable. In many cases we can offer store credit toward a future game — just contact us and we'll do our best to help.
  • Late arrivals: If you arrive late, your game time may be shortened to keep the schedule, and the booking remains non-refundable. Please call ahead if you're running behind and we'll accommodate where we can.

How to Cancel or Request a Refund

To cancel, reschedule, or request a refund, contact the location of your booking:

Approved refunds are issued to the original payment method. Please allow up to 5–10 business days for the refund to appear, depending on your bank or card issuer.

Gift Cards

Gift cards never expire and can be used at any Escape Experience location. Gift cards are non-refundable and cannot be redeemed for cash, except where required by law.

Digital & Virtual Purchases

Live-hosted virtual escape rooms follow the same booking cancellation and refund terms above. Self-guided digital/online games are delivered electronically; once a game key or access link has been delivered, the purchase is non-refundable. If you experience a technical problem that prevents access, contact us and we'll make it right.

Questions

We want every guest to have a great experience. If you have any questions about a booking, a refund, or this policy, please reach out to us at info@escapeexperience.com and we'll be happy to help. You can also review our Terms of Service and FAQ.