Escape Room Policies, Terms & Conditions

This Terms of Use Policy outlines the methods by which Improbable Escapes Inc. takes payments, both online, in house, or on location, and the standard policies and procedures followed in terms of payment, refunds, cancellations, exchanges, refunds, and deliveries.

Payment Policy

Full payment is taken in advance to minimize contact between players and staff for in-real-life bookings. If your numbers change, give us a call! We will refund you for any number decreases by request, and we will charge your credit card on file (with your permission), for any additional players.

Online Game Payments Policy

Refunds Policy

Refunds are granted if a booking is cancelled up to 48 hours prior to your booking time. If you cancel within the 48 hour window, please note that no refund will be granted. If your numbers decrease on the day of your booking, a partial refund will be given upon request.

Late Policy

Game times are strict. We ask that you arrive 5 minutes prior to your booking time to provide sufficient time for your game host to give you all necessary information. If you will be late for your booking, please call us 1-800-570-0436 ext. 1, and know that arriving more than 10 minutes late to your booking may result in your game time being shortened.

Cancellation Policy

We have a strict 48 hour cancellation policy. Refunds will be granted on cancellations made up to 48 hours prior to booking time. Please call us 1-800-570-0436 ext. 1 if you need to cancel or reschedule your booking. 

Belongings Policy

At Improbable Escapes we provide lockers, free of charge, for you and your group to place your belongings while you’re playing an escape room. There is only one key for each locker, and you or someone in your group will hold that key for the duration of your visit.

Injury Policy

Please note that there are certain inherent risks associated with playing an escape room and you will assume full responsibility for personal injury to yourself and (if applicable) your family members, and further release and discharge Improbable Escapes Inc. for injury, loss or damage arising out of you or your family’s use of or presence upon the facilities of Improbable Escapes Inc., whether the game is in house or on site, whether caused by the fault of yourself, your family, Improbable Escapes Inc. or other third parties.

Alcohol & Drug Policy

If you or any member of your group is under the influence of alcohol or any other mind-altering substances to the extent that you pose a risk to yourself, other game participants, game hosts, or game pieces, we reserve the right to refuse you or any member of your group entry into the escape room game. If we refuse you or any member of your group entry into the escape room game, a refund will not be issued.

Chicken Out Policy

If a player chickens out within the first 15 minutes, a store credit will be issued. Anyone that chickens out after the first 15 minutes will not be given a refund. No refunds will be issued for anyone that chickens out.

Photo and Video Disclaimer

Improbable Escapes reserves the right to use any photograph/video taken at any event sponsored or run by Improbable Escapes, without the expressed written permission of those included within the photograph/video. Improbable Escapes may use the photograph/video in publications or other media material produced, used or contracted by Improbable Escapes including but not limited to: brochures, invitations, books, newspapers, magazines, television, social media, websites, etc.

To ensure the privacy of individuals and children, images will not be identified using full names or personal identifying information without written approval from the photographed subject, parent or legal guardian

A person attending an Improbable Escapes game or event who does not wish to have their image recorded for distribution should make their wishes known to the photographer, and/or the event organizers, and/or contact Improbable Escapes at 303 Bagot Street, Suite 16B, Kingston, ON, K7K 5W1, in writing of his/her intentions and include a photograph. Improbable Escapes will use the photo for identification purposes and will hold it in confidence.

By participating in an Improbable Escapes event or by failing to notify Improbable Escapes, in writing, your desire to not have your photograph used by Improbable Escapes, you are agreeing to release, defend, hold harmless and indemnify Improbable Escapes from any and all claims involving the use of your picture or likeness.

Any person or organization not affiliated with Improbable Escapes may not use, copy, alter or modify Improbable Escapes photographs, graphics, videography or other, similar reproductions or recordings without the advance written permission of an authorized designee from Improbable Escapes.