1. Plans change (and we’d rather reschedule than say goodbye)
This Cancellation Policy sets out how to move or cancel a booking with Escape Rooms Cornwall, and when a refund is due. It forms part of our Terms & Conditions. Whenever we possibly can, our instinct is to find you another slot rather than watch you forfeit your game.
2. Moving your game (the painless option)
Nine times out of ten the tidiest fix is to move your game rather than scrap it. Give us at least 24 hours notice before your start time and we’ll shift your booking to another available slot, free of charge. Even within 24 hours, do still get in touch — if the diary is willing, we’ll always have a go.
3. Cancelling outright
- 24 hours or more before your start time: a full refund, or a free move to another slot — your call.
- Less than 24 hours before your start time: a 50% refund; or, where we can manage it, a move to another slot instead.
- No-show, or arriving too late to play: no refund, since the room and a game master were set aside solely for you.
4. How to actually do it
Your booking confirmation email contains a secure link to cancel your booking online. You can also call us on 01736 691049 or email sales@escaperoomscornwall.com and we’ll take care of it for you.
5. Gift vouchers
Gift vouchers are good for 12 months from the date of purchase and can be spent on any bookable game, subject to availability. They’re non-refundable, though you’re very welcome to pass one on. A booking paid for with a voucher plays by exactly the same rescheduling and cancellation rules set out above.
6. Where your refund goes
Any refund returns to the original payment method. That’s usually instant, though depending on your bank it can take up to 5 to 10 working days to actually surface on your statement.
7. The cooling-off question (your statutory rights)
Because our games are booked for a set date and time, the 14-day ‘cooling-off’ cancellation right that usually comes with buying online doesn’t apply to escape-room bookings — that’s the standard position for dated leisure and event bookings under the consumer law of England and Wales. The flexible reschedule and refund terms above are ours by choice, and they sit alongside the rest of your statutory rights, including the right to a service performed with reasonable care and skill.
8. On the rare day we have to cancel
Just occasionally the boot is on the other foot and we have to move or cancel a game ourselves — a technical gremlin, say, or a game master struck down by an unscheduled lurgy. If that happens we’ll reach you as quickly as we can and offer you the choice of an alternative slot or a full refund.
9. Big groups and corporate takeovers
Large-group, exclusive-hire and corporate bookings can come with separate arrangements of their own, which we’ll confirm with you at the time of booking.
10. Finding us
Escape Rooms Cornwall Ltd (company number 14856671, registered in England and Wales)
Phone: 01736 691049
Email: sales@escaperoomscornwall.com
Last updated: July 2026
