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Booking, Rescheduling & Cancellation Policies

.Booking Policy

At Escape Zone Ahmedabad, we value your experience and time. Our Booking Policy is designed to balance flexibility for our customers with the need to maintain our scheduling and staffing. Please review the following terms carefully understand your options when making a booking, or changing / cancelling your booking.

    1. All bookings made are subject to availability as shown on the schedule on the site. 
    2. This section applies to escape game booking made via our website for company team buildings, family and friends outings, school outings, birthday celebrations or any individual, etc. The booking process is explained in details in our F.A.Q.
    3. Children under the age of 13 need to be accombained by an at least one adult. 
    4. Where a customer is booking tickets on behalf of themselves and other members of a group, that person must be authorized to make the booking on the basis of acceptance of these Terms and Conditions by all persons involved in the booking and by a parent or guardian for anyone under 18 years of age when the booking is made.
    5. Bookings can only be made via the online booking system on our website or in person at our business premises. You are entirely responsible for entering your details correctly, whether on our online booking system or in person at our venue.
    6. If you opt to pay online, your booking confirmation email will serve as the ticket for admission for up to the number of people shown on the email.
    7. If you opt to pay at our venue, your booking confirmation email will NOT serve as the ticket for admission. You will be allowed to enter the game area ONLY after visiting our venue and paying in full. “A non-refundable 20% deposit of the total amount MUST be paid at least 72 hours prior to your time slot. The balance 80% can be paid when you visit us for your mystery adventure. Non-payment of the deposit will result in the booking being cancelled.
    8. Any individual/group is only allowed to play/start/enter the game only once full payment is done whether online or in person at our centre.
    9. If you wish to include additional players beyond your initial booking, you are welcome to bring them to our venue. We will make every effort to accommodate extra players, depending on room capacity and staff availability.  If your total group size exceeds the room capacity, we will need to divide your group into two teams for separate escape rooms, subject to the availability of additional rooms. Additional players must be paid for before the game begins.
    10. Escape Zone is a live event with a scheduled start time and you are responsible for ensuring that your entire group of players arrives at the time stated on your booking confirmation, which is generally 10 minutes before your game start time. Games will not be delayed for late arrivals. We will start the game on time without players who’re late. Latecomers will be allowed inside the game up to 15 minutes after the game has begun.
    11. If none of your party has arrived 15 minutes after your booked game start time, this will be treated as no-show, and we will have to refuse entry to your game. No refund or rescheduling is available for no-shows.
    12. It is your responsibility to make your way to our business premises to play your game at the time stated on your booking confirmation. We cannot be held responsible for any failure of transport arrangements that result in your booking being a no-show.
    13. No video recordings or photos are allowed inside the rooms. You are expected not to use any video/audio recording device during the game (this includes, without limitation, mobile phones, recording devices and cameras), unless a different arrangement has been made with our venue prior to your booking (i.e. film and production crews etc.).
    14. If you are a blogger, vlogger, press representative planning to film or take photos at our venue for review purposes, then please get in touch at info@escapezone.co.in for permission.
    15. We expect you and your group not to disclose any details of the game directly or indirectly to any third party members. Our games are our intellectual property and you are not permitted to use this in any way without our written consent. You accept that any such disclosure or use may constitute an infringement of our intellectual property rights.
    16. We are entitled to charge our customers for any damage, which is intentional and/or caused by misuse of company property within the briefing area(s) and the escape room(s).
    17. While you are on our premises, you must ensure to conform to our codes and regulations, adopt proper standards of behaviour, and cooperate with our employees. People under the influence of alcohol or drugs may be turned away or removed from our premises by our employees and their booking cancelled or ceased early with no refund.
    18. We do not tolerate any kind of bullying or harassment towards our employees and we reserve the right to remove from our premises any person who is violent, abusive, threatening or disruptive or whose behaviour is causing distress to other customers or employees, with no refund for booked or partially played missions.
    19. Food and drinks are not allowed inside the premises and alcohol consumption is strictly forbidden within our premises. You will receive instructions before the mission in the form of a briefing given by a game host. After learning the rules and objectives of the mission and receiving the information provided at the briefing, you and your group will participate in the event at your own risk. We are not liable for any damage caused to persons, possessions or materials by your failure to follow the instructions given before the event.
    20. CCTV will be used to monitor you and your team during the course of your mission. This includes audio and video monitoring, as it is an essential part of running your games. Recordings of your game are stored with the sole purpose of documenting evidence of illegal behaviour, such as committing wilful damage to company property or harassing members of staff.
    21. Photographs of you and your team will be taken after the mission. By accepting these Terms and Conditions and permitting our employees to take photographs, you grant unconditional permission for those photographs to be used by us for marketing and promotional purposes. If you do not want your team photograph to be held by us and used for in this way, please advise our employee at the time your photo is taken.
    22. All game dates are released 4 months in advance and can be booked via the Booking section of our website.
    23. We neither represent nor warrant that all missions will be available at all times and cannot necessarily confirm availability until confirming your booking. Availability indications are provided on our website, however, such indications may not take into account bookings that have been placed by other customers during your visit to our website.
    24. We make all reasonable efforts to ensure that all prices shown on our website are correct at the time of going online.
    25. We reserve the right to change prices and to add, alter, or remove special offers from time to time and as necessary. Changes in price will not affect any booking that you have already placed.
    26. Price and payment details will be confirmed during the booking process prior to payment and on your booking confirmation. Your chosen payment method will be charged as indicated during the booking and payment process.
    27. Payment can only be made online or in person at our business premises.
    28. Booking confirmations shall be sent to you automatically via email and contain our contact details and the following information – Confirmation of the mission booked including details of the time and place of the game and the maximum number of players for whom the booking is valid, and itemized pricing for the mission booked.
    29. Without the booking confirmation email you may be denied entry.
    30. In case of booking of any events (parties, teambuilding, etc.) 3 days notice shall be provided to Escape Zone with 100% advance payment to confirm the booking.
    31. No extra discounts will be provided apart from the quoted rates on our websites and ongoing offers (if any), which is at our complete discretion.
    32. Outside food, drinks and decorations is strictly prohibited in Escape Zone premises.
    33. In case of such events and parties, Escape Zone may not be able to accommodate your entire group/team into one escape room but we can set your party up into multiple teams to start you off all at the same time.

    Cancellation and Refund Policy

    1. 72 Hours Before Booking: A full refund will be provided for cancellations made at least 72 hours before the scheduled booking time.
    2. 48-72 Hours Before Booking: A 50% refund will be provided for cancellations made between 48 to 72 hours before the scheduled booking time.
    3. Less Than 48 Hours Before Booking: Refunds will only be provided for cancellations made 48 hours before the scheduled booking time.
    4. No-Show: Refunds will only be issued if you show up for your scheduled booking with prior cancellation.

    Rescheduling Policy and Fees

    1. 48 or More Hours Before Booking: You can reschedule without penalty. 
    2. Less Than 48 Hours Before The Booking: Rescheduling will incur a rescheduling fee of 25% of the booking amount.

    Refunds in Exceptional Cases

    In the event of unforeseen circumstances such as severe weather, natural disasters, or other emergencies, we may offer a full refund or reschedule your booking at no additional cost.

    Process for Refunds

    Refund requests must be submitted via email to info@escapezone.co.in with your booking details and reason for cancellation.

    Approved refunds will be processed within 7-10 business days using the original payment method.

    Non-Refundable Items

    Any discounts, promotional offers, or vouchers used during the booking process are non-refundable.

    Large Group Bookings & Special Events

    • Large Group Bookings: To receive a full refund for large group bookings (more than 7 participants), please cancel at least 5 days in advance. 
      • Cancellations made within 5 days will follow the standard cancellation policy.
    • Special Events: For special events or private parties, specific cancellation & rescheduling terms may apply as outlined during the booking process.

    If you have any questions or need further assistance, please do not hesitate to email us at info@escapezone.co.in or call us on +91 8140099905.