Refund Policy

At Whisper Cellar, we are committed to providing exciting and immersive escape room experiences that challenge your problem-solving skills and teamwork. We value every customer and strive to maintain a clear and fair refund policy. This document outlines the conditions under which refunds can be issued, the eligibility criteria, and the process for submitting refund requests.

Booking and Cancellation

Due to the nature of escape room games, where sessions are often scheduled for specific dates and times and involve group participation, our refund policy has specific guidelines. Customers can request a refund or reschedule their booking up to 7 days before the scheduled session without penalty. Requests made less than 7 days prior to the session may not qualify for a full refund but could be eligible for partial credit or rescheduling, depending on availability.

Refund Eligibility

Refunds may be granted under the following conditions:

• The escape room session is canceled by us due to unforeseen circumstances such as technical issues, facility problems, or government regulations.
• The booked room is unavailable or double-booked due to administrative errors.
• Customers experience emergencies that prevent attendance and provide notice at least 3 days before the scheduled session.
• Verified safety or accessibility concerns that prevent participation.

Refund requests made more than 3 days after the session date will generally not be accepted.

Non-Refundable Situations

Refunds will not be issued for:

• Change of mind or dissatisfaction with game theme or difficulty.
• Late arrival, no-shows, or early departure from the session.
• Failure to comply with safety instructions or house rules.
• Voluntary withdrawal from the game during the session.
• Requests made more than 7 days after the booking date.

Group and Private Bookings

For group or private bookings, a deposit may be required. Deposits are refundable if cancellations occur at least 14 days before the scheduled date. Cancellations made less than 14 days prior may result in deposit forfeiture.

Refund Process

To request a refund, please submit your booking reference, session date, and reason for the request through our refund portal. Our team will review requests within 5 business days. Approved refunds will be processed within 7 to 10 business days to the original payment method.

Rescheduling Policy

Instead of refunds, we encourage rescheduling your escape room experience. Rescheduling requests must be made at least 3 days prior to the original booking date. No additional fees apply for rescheduling within this timeframe, subject to availability.

Final Notes

We recommend arriving at least 15 minutes before your scheduled session to allow time for check-in and briefing. Late arrivals may reduce game time and affect refund eligibility.

Thank you for choosing Whisper Cellar. We are committed to providing unforgettable experiences and appreciate your understanding of our refund policies.