Our Policies

Late Policy:

It is extremely important that all customers arrive for their bookings on time.  Tardiness affects all who of those who have the room booked after your group.  

We will not turn you away if you arrive past your scheduled start time, but please note that we may regrettably have to deduct the time off of your time for Game Play.  (Example:  If you are 20 minutes late, you will only have 40 minutes to try and escape the room.)   This is done to ensure that other customers are not inconvenienced and can start their experience on time.

Unfortunately you will not receive a discount for the time that is deducted, as we have held up our end by making sure your room was available at your scheduled booking time.  It is your responsibility to ensure you arrive at that time to avoid any penalties.  

Thank you very much for your understanding!

Waiver Policy:

Please carefully read over the information below, as booking your appointment verifies all material has been reviewed and agreed upon by all players participating.  At any point, for any reason players have permission to leave the room through the door they entered.  Once the clock begins groups will have 60 minutes to find clues and solve puzzles to complete the task at hand.  When the 60 minutes is up and you have not been successful, Beyond Belief Escape Rooms staff will enter the room and assist all players with a quick debriefing.  During game play in our escape rooms, nothing needs to be broken or forced open, so have fun but please do NOT destroy the props so that other customers will be able to enjoy their experience.   Our games are about finesse not strength, and remember to use your brain not your brawn.  Please do not remove anything from the rooms and please LEAVE KEYS IN LOCKS once the challenge has been completed.   Anything that is broken or removed from the room during game play, as well as any damage that forces Beyond Belief Escape Rooms to close the escape room at any length of time will be charged to the group and split between all registered players for that game.  Please follow all written and verbal instructions our game masters give prior to the game, as well as what are stated in our pre-game video; they are for your safety, not to trick you.  Remember, SAFETY FIRST, to ensure a fun experience for all attendees.  If we observe any potentially risky or unruly behaviour, we will enter the room and stop the game immediately and no refunds will be granted.  If you are removed from the attraction for any reason, there will be no refund or re-admission allowed.  We reserve the right to remove any patron at any time for any reason without notice.  Please do not use cellular devices and/or take videos in duration of the game.  

Disclaimer and Liability Beyond Belief Decor and Events, (DBA as Beyond Belief Escape Rooms), its game masters, representatives or employees will not be held liable for any injuries sustained during a game in our Escape Rooms.  Because of the nature of the games, people with heart conditions, asthma, anxiety disorders, PTSD, lights/sound sensitivity or pregnant women might choose to refrain from participating at your own risk and assume all risk for game play.  We do have cameras in our rooms but we will not use or reproduce videos for advertising purposes without your consent.  Our cameras are used for the sole purpose of the game master to observe the game and give clues as needed to help your team beat the clock and win the game.  Any post-game pictures may be used on social media for advertising purposes.  You acknowledge that you have carefully read this waiver and fully understand it is a release of liability and a wavier of any right you may have on behalf of yourself or any children you have taken the role to supervise, to bring any legal action or assert a claim for injury or loss of any kind to Beyond Belief Escape Rooms.   Should any claims be made by you, you fully understand and agree you will be responsible for all lost wages and attorney fees incurred by Beyond Belief Escape Rooms defense team in connection with that claim.  By booking your appointment you and your team acknowledge that you have read and understood the rules.  

TO SUMMARIZE:

• Be safe and do not behave inappropriately to avoid risk to yourself and other people
• Do not damage, break, misplace, steal or destroy any items in the room.  You will be held responsible to pay for any lost revenue and costs to replace broken/missing items 
• We reserve the right to stop game play or remove any participants at anytime
• You have agreed to allow us to use post-game pictures to promote our business and provide you with future information about our business via email and/or text

Age Policy:

Our rooms are designed to be fun for the majority of people, however the level of difficulty varies from puzzle to puzzle.  Beyond Belief Age restrictions are as follows:

Up to 15 Years of Age:

Any participants under the age of 16 must have at least one adult (aged 19 or older)  present in the group.    The adult is responsible for all of the participants and is responsible to properly supervise to ensure there are no Damaged or Missing Items when the room is completed.  Please refer to the Waiver Policy as adults will be held responsible for any monetary losses caused by any damage or missing items. 

16 to 19 Years of Age:

Participants between the ages of 16 and 19 must have the waiver signed by an adult.   The adult is responsible for any Damaged or Missing Items in the room as per our Waiver Policy.  Please make sure that all participants are aware that they will be held responsible for any monetary losses.

Please Note:   Our recommended age for participating in our Escape Rooms is for people aged 12 and older.  The majority of children under the age of 12 may find some of the puzzles too confusing and difficult to solve.  We do try and assist all groups as much as possible by providing unlimited hints if requested

Cancellation Policy:

Cancellations or changes to bookings with at least 48 Hours notice:

Full refunds will be given to any bookings if more than 48 hours notice is given.  Please allow at least 5 business days for the processing of refunds.

Cancellations or changes to bookings within 48 Hours of start time:

No refunds will be provided, but a full credit to your account will be given to use towards a future booking.  Please contact us to request a credit or to reschedule your start time.

No-Shows:

A booking is considered a no-show if we have not been notified about a cancellation at least 2 hours prior to the start of the booking. No refunds or credits will be given for no-shows.