Refund Policy – Game Quest Rooms

Thank you for choosing Hidden Clue HQ. We are dedicated to creating immersive and unforgettable adventure experiences for all of our guests. We understand that unforeseen circumstances may arise, and for this reason, we have established a clear and fair refund policy. Please read through our terms carefully before booking to ensure that you are fully informed.

1. General Refund Terms

All refund requests must be submitted within the time frames specified in this policy. Refunds will be issued using the original method of payment wherever possible. If a refund to the original payment method is not feasible, we may offer store credit at our discretion.

Refunds are typically processed within 5 to 10 business days of approval. The exact timing may depend on your payment provider.

2. Individual and Group Bookings

2.1 Standard Game Quest Bookings

• A full refund will be provided if the cancellation request is made at least 5 days before your scheduled game time.
• Cancellations made between 2 and 4 days prior to your booking will be eligible for a 50% refund.
• Cancellations requested less than 48 hours before your scheduled time are non-refundable.

2.2 Private Events and Large Group Bookings

• A full refund is offered if you cancel at least 7 days before the event.
• A 50% refund is available for cancellations made between 3 and 6 days prior.
• Cancellations made within 72 hours of the scheduled event are non-refundable due to the preparation and staffing required for such bookings.

3. Rescheduling

• We aim to accommodate rescheduling requests whenever possible.
• You may reschedule your booking at no cost if you notify us at least 3 days before your quest.
• Requests made less than 72 hours before the game may incur a rescheduling fee.
• Reschedules are subject to availability, and we cannot guarantee your preferred time slot.

4. No-Shows

If you do not show up for your scheduled quest room session without prior cancellation, no refund or credit will be provided. We encourage all participants to inform us as soon as possible if they are unable to attend.

5. Technical or Operational Issues

If your game experience is interrupted due to a technical malfunction, equipment failure, or other issues on our side:

• We will offer you the choice of a free reschedule at a future date or a full refund.
• Any compensation related to technical issues must be requested on the same day as your booking.
• Our goal is to ensure that your adventure is enjoyable and free of interruptions.

6. Gift Vouchers and Promotional Offers

Gift vouchers and promotional bookings are non-refundable once purchased. However, these may be transferred to another guest upon request. Vouchers typically remain valid for 12 months from the date of issue unless otherwise specified.

7. Food, Drinks, and Merchandise

All sales of food, beverages, and merchandise are final and non-refundable unless the item is defective. If there is an issue with a purchased item, please bring it to our attention during your visit so we can resolve it promptly.

8. Special Events and Limited-Time Quests

Bookings for special themed quests, limited-time adventures, or seasonal events follow the same cancellation and refund policy as group bookings. Please note that these experiences often require significant preparation, and last-minute cancellations may not be eligible for a refund.

9. Refund Request Process

To request a refund, reschedule, or store credit, please contact our team in person, by phone, or via email. Be prepared to provide:

• Your booking confirmation number
• The name used for the booking
• The reason for your request

Our customer service team will review your request and respond within 3 business days.

10. Non-Refundable Items

The following items and services are not eligible for a refund under this policy:

• Bookings canceled less than 48 hours before the game time
• No-shows
• Partially completed games
• Gift vouchers and promotional items
• Food and beverage purchases
• Merchandise that has been opened or used

11. Policy Exceptions

We reserve the right to make exceptions to this policy in the case of emergency situations, natural disasters, or closures caused by factors beyond your control or ours. In such cases, we may offer refunds, credits, or reschedules regardless of the standard policy terms.

12. Policy Updates

This refund policy may be updated from time to time to reflect changes in our services, legal requirements, or business operations. The policy version applicable at the time of your booking will govern that transaction.

Final Note

At Hidden Clue HQ, we are committed to delivering thrilling, high-quality escape and adventure experiences. Our team works hard to ensure that each game is well-prepared and enjoyable. We appreciate your cooperation and understanding of our refund policy and look forward to hosting your next adventure.

If you have any questions or concerns regarding your booking or this policy, please do not hesitate to contact our team. We are here to help ensure you have the best possible experience.