Refund policy

RETURN AND REFUND POLICY

Last updated: 20/09/2025

This policy applies to all bookings at Skunx Escape Rooms. By making a booking, you agree to the terms below.

1. Cancellations and refunds

  • No refund within 48 hours: Cancellations made within 48 hours before the start time of your booked session are not eligible for a refund.
  • More than 48 hours in advance: Cancellations made 48+ hours before the start time are eligible for a full refund, minus any payment or booking fees that are non-refundable.
  • No-show: If you do not show up at the booked time, no refund will be given.

2. Rescheduling

  • A booking can be rescheduled up to 48 hours before the start time, subject to availability.
  • Within 48 hours we cannot guarantee a new date; there is no refund if rescheduling is not possible.

3. Late arrival

  • Please arrive on time. If you arrive more than 10 minutes late, participation may be refused or shortened to respect the game schedule; no refund.

4. Change in group size

  • A reduction in the number of participants does not lead to a refund. We always charge the same price.
  • Extra participants can be added subject to availability and up to the maximum room capacity at the applicable rate.

5. Gift cards and vouchers

  • Gift cards/vouchers are non-refundable and cannot be exchanged for cash. Valid until the expiry date stated on the card/voucher.

6. Cancellation by us

  • In rare cases we may cancel a booking (e.g. due to technical failures, safety reasons or force majeure).
  • You will then receive a message to reschedule the booking free of charge to another date/time.

7. Force majeure

  • We are not liable for delays or cancellations caused by circumstances beyond our reasonable control (such as power cuts, extreme weather conditions or government measures). In that case we offer rescheduling or a refund as reasonable.

8. Payment method and refund process

  • Refunds, where applicable, are paid out via the same payment method as the original transaction.
  • Please allow a processing time of 5-10 working days after the refund has been approved.

9. Suitability and safety

  • We reserve the right to refuse entry in case of unsafe behaviour, alcohol/drug use or failure to comply with house rules; in such cases no refund will be given.

10. Damage, misuse and costs

  • Guests must treat the room(s), props and puzzles with care and follow the instructions of our staff.
  • Intentional, reckless or negligent damage (e.g. forcing locks, pulling off objects not meant to move, climbing on the set, ignoring warnings) may lead to immediate termination of the session without a refund.
  • We reserve the right to charge costs for:
    • Repair and/or replacement costs of damaged parts or props;
    • Cleaning costs and restoration/reset costs to make the room ready to play again;
    • Any loss of revenue caused by the room being (temporarily) out of use, insofar as reasonable and legally permitted.
  • Underage participants are the responsibility of the accompanying adult, who may be held jointly and severally liable for damage caused by the group.
  • Damage is documented by us (e.g. via photos/reports) and itemised on the invoice. Any deposit or costs charged afterwards may be offset against this.

12. Contact

For cancellations, changes or questions:
Skunx Escape Rooms B.V.
Email: info@skunxescaperooms.com | Phone: 085 2500 430
Address: Hoofdveste 22, 3992 DG Houten