Booking terms and house rules

1. Bookings and payment

A booking request is not confirmed until you receive a confirmation email and pay in full through the link in it. Times are held for 24 hours pending payment. All prices are in Canadian dollars and are subject to 13% Ontario HST, shown separately on your invoice. Rates depend on the number of players; if fewer people arrive than were booked, the difference is refunded at the desk, and if more arrive, the extra players are charged at the applicable rate before the game starts, subject to the room's maximum.

2. Cancellation and rescheduling

You may cancel free of charge up to 48 hours before your start time for a full refund to the original payment method. Within 48 hours the booking is non-refundable, but you may reschedule once at no cost to any available time in the following 90 days. A second reschedule costs $25 plus HST. Failure to arrive is treated as a cancellation within 48 hours. Team-building packages: changes are free up to 14 days before the date; within 14 days the deposit is retained. If we cancel for any reason, you may choose a full refund or a new date.

3. Arrival and lateness

Please arrive 15 minutes before your start time. Games start on schedule regardless of who is present, and the time lost by late arrival is not added back. Groups arriving more than 20 minutes late may be refused entry and treated as a no-show; we will offer a later game the same day where one exists.

4. Age and supervision

Players under 14 must be accompanied inside the room by a participating adult. Players under 18 need a waiver signed by a parent or guardian. Recommended minimum ages per room are listed in the FAQ.

5. Conduct and safety

Rooms are designed to be solved without force. Do not climb on furniture, pull on fixed props, or open anything marked with the "do not touch" symbol shown in the briefing. Emergency exits are never locked; the door to each room can be opened from inside at any time. Anyone who appears impaired by alcohol or drugs will not be admitted and the booking will be treated as a no-show. Abusive behaviour toward staff ends the game without refund.

6. Damage

Reasonable wear is expected and is on us. Deliberate or reckless damage to props, locks, electronics or the building will be charged at the cost of repair or replacement, with a receipt provided.

7. Photography and recording

Photography and recording inside the rooms are not permitted, to protect the puzzles for future players. Our staff take a team photo after the game if you wish. Rooms are monitored by camera during play, as described in our privacy policy.

8. Personal property

Lockers are provided free of charge. We are not responsible for items left in the lounge, lockers or rooms. Lost property is kept for 60 days and can be claimed at the desk.

9. Vouchers

Gift vouchers are valid for 24 months from purchase, may be used across multiple bookings, and are not redeemable for cash. Lost voucher codes can be reissued to the original purchaser's email.

10. Liability

Each player signs a waiver at check-in acknowledging the physical nature of the activity (crouching, reaching, low light, sound effects). Nothing in these terms limits liability that cannot be limited under Ontario law, including the Consumer Protection Act, 2002.

11. Governing law

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario. Questions about them go to contact@escapequestarena.com or (416) 555-0142.