Frequently Asked Questions
Unforgettable escape experiences and team building activities.
Q: I have never played escape room games before; what do I need to know anything before I come?
That’s cool, it means something new and exciting is waiting for you. No need to worry, come, play and enjoy the time with those you’d like to be locked in together to have an unforgettable experience.
Q: Will we play with people we don’t know?
No. You are playing with your teammates only. This is also why the escape room game is one of the best team building activities for people of almost all ages.
Q: What if I am stuck?
Ah, that’s fine, a game master will be in control, if you are stuck, call him via the walkie talkie.
Q: Age limit?
If you are under 16 years old, you will have to be accompanied by an adult. The adult will have to buy the ticket and go into the game with the group.
Q: Extra players? or dropping out at the last minute?
If you have extra friends joining, they can settle the payment when they arrive—no stress!
Sorry to hear if someone can’t make it last minute. No worries, though! We’ll send you a friendly email with a credit voucher (just give us a nudge if you don’t see it). Cheers!
Q: Can I book over the phone?
Unfortunately, we’re not able to take bookings over the phone. It’s all about keeping things secure, so we don’t ask for your credit card details that way.
Q: I booked the wrong date! / Something wrong with my booking
That’s alright, let us know immediately (less than 30mins) after you complete your booking by email.
Just a heads up, if it’s been over 30 minutes, we’ll treat it as a change of plans.
Q: RESCHEDULE or CANCELLATION
Please Note: We do not accept amendment or cancellation requests via phone, voicemail, or social media messaging. To process such requests, we require a request sent from the registered email address used when making the booking.
Reschedule
1. More than 48 hours before your scheduled booking: You are free to make changes to your reservation at any time by utilizing the link provided in your confirmation email or by email to Hawthorn@EscapeArtistz.com.au
2. Less than 48 hours before your scheduled booking: you will be eligible to receive a gift voucher credit. This credit will be equivalent to the amount paid above the minimum rate, with the minimum rate set at $118.00.
- If you paid $118 and choose to reschedule within 48 hours before the booked time, you will not receive any credit for a gift voucher.
- If you paid $245 and choose to reschedule within 48 hours before the booked time, you will receive a credit of $127 for the gift voucher ($245 – $118 = $127)
3. An alternative option is to transfer your booking to someone else. If you choose this route, kindly inform us of the names of the new participants by sending an email to Hawthorn@EscapeArtistz.com.au
Cancellation
- If you paid $118 and choose to reschedule within 48 hours before the booked time, you will not receive any credit for a gift voucher.
- If you paid $245 and choose to reschedule within 48 hours before the booked time, you will receive a credit of $127 for the gift voucher ($245 – $118 = $127)
3. No shows or players that don’t submit a cancellation request by e-mail to Hawthorn@EscapeArtistz.com.au prior to the booked time will receive no refund