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

If you bring more participants to your online booking, your game host will charge your credit card on file with the additional players after the booking.

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.

Improbable Escapes Store & Board Game Shop Policies


We accept cash and all major credit (except American Express) and debit cards. 

Returns & Exchanges

  • All items, except for alcohol and gift cards, can be returned for store credit or exchange.
  • Alcohol, gift cards, food, and clearance products are all final sale.
  • Items in original packaging and condition can be exchanged within 14 days for store credit.
  • To exchange your product, you will need to visit us in-store at Improbable Escapes: Wonderland.

Privacy Policy

This Privacy Policy governs the manner in which Improbable Escapes Inc. collects, uses, maintains and discloses information collected from users (each, a “User”) of the website (“Site”). This privacy policy applies to the Site and all products and services offered by Improbable Escapes Inc.

Personal Identification Information

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, book a service, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities such as online purchase.

Non-Personal Identification Information

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

Web Browser Cookies

Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How we use Collected Information

Improbable Escapes Inc. may collect and use Users personal information for the following purposes:

  • To run and operate our Site
    We may need your information to display content on the Site correctly.
  • To improve customer service
    Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • To personalize user experience
    We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • To process payments
    We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
  • To send periodic emails
    We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests.

How we Protect your Information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site. We use and redirect to PayPal Secure Checkout so your payment information is protected.

Sharing your Personal Information

We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.

Changes to this Privacy Policy

Improbable Escapes Inc. has the discretion to update this privacy policy at any time. When we do, we will post a notification at the bottom of this policy page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your Acceptance of these Terms

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

Contacting Us

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us.

This document was last updated on January 20th, 2021.