At the time of booking we capture your credit card details, but do not charge your card, to hold your spot. Credit card information is needed to make a booking. We accept Cash, Credit, or Debit at our location. Please note that our game hosts will not have card machines for Debit or Credit on location for pop up games located at historic sites and museums.
Refunds are granted if a booking is cancelled up to 48 hours prior to your booking time. If you cancel within the 48 hour window, please note that no refund will be granted and your credit card will be charged the value of two players unless there are extenuating circumstances, which will be assessed on a case by case basis.
Game times are strict. We ask that you arrive at least 10 minutes prior to your booking time to provide sufficient time for your game host to give you all necessary information. If you will be late for your booking, please call us 1-800-570-0436 ext. 1, and know that arriving more than 10 minutes late to your booking may result in your game time being shortened.
We have a strict 48 hour cancellation policy. Refunds will be granted on cancellations made up to 48 hours prior to booking time. If you cancel your game within the 48 hour window you will be charged for the value of two players. Please call us 1-800-570-0436 ext. 1 if you need to cancel or reschedule your booking.
At Improbable Escapes we provide lockers, free of charge, for you and your group to place your belongings while you’re playing an escape room. There is only one key for each locker, and you or someone in your group will hold that key for the duration of your visit.
Please note that there are certain inherent risks associated with playing an escape room and you will assume full responsibility for personal injury to yourself and (if applicable) your family members, and further release and discharge Improbable Escapes Inc. for injury, loss or damage arising out of you or your family’s use of or presence upon the facilities of Improbable Escapes Inc., whether the game is in house or on site, whether caused by the fault of yourself, your family, Improbable Escapes Inc. or other third parties.
Alcohol & Drug Policy
If you or any member of your group is under the influence of alcohol or any other mind-altering substances to the extent that you pose a risk to yourself, other game participants, game hosts, or game pieces, we reserve the right to refuse you or any member of your group entry into the escape room game. If we refuse you or any member of your group entry into the escape room game, a refund will not be issued.
Chicken Out Policy
If you or any members of your group decided not to play a horror game due to the fact that it is too frightening to complete, the following actions will be taken by Improbable Escapes staff:
If the minimum required number of players for the game is still being met: the game will run as usual. For those who have “chickened out” of the game, a refund will be issued, if applicable.
If the minimum required number of players for the game is not being met: the team will be offered a credit through Bookeo, a gift card to come and play another time or to reschedule their game. If game is being rescheduled it cannot be on a Friday or Saturday evening. Alternatively, if another game is available for them at the time booked, they can switch into another game.
Photo and Video Disclaimer
Improbable Escapes reserves the right to use any photograph/video taken at any event sponsored by Improbable Escapes, without the expressed written permission of those included within the photograph/video. Improbable Escapes may use the photograph/video in publications or other media material produced, used or contracted by Improbable Escapes including but not limited to: brochures, invitations, books, newspapers, magazines, television, social media, websites, etc.
To ensure the privacy of individuals and children, images will not be identified using full names or personal identifying information without written approval from the photographed subject, parent or legal guardian
A person attending an Improbable Escapes game or event who does not wish to have their image recorded for distribution should make their wishes known to the photographer, and/or the event organizers, and/or contact Improbable Escapes at 303 Bagot Street, Suite 16B, Kingston, ON, K7K 5W1, in writing of his/her intentions and include a photograph. Improbable Escapes will use the photo for identification purposes and will hold it in confidence.
By participating in a Improbable Escapes event or by failing to notify Improbable Escapes, in writing, your desire to not have your photograph used by Improbable Escapes, you are agreeing to release, defend, hold harmless and indemnify Improbable Escapes from any and all claims involving the use of your picture or likeness.
Any person or organization not affiliated with Improbable Escapes may not use, copy, alter or modify Improbable Escapes photographs, graphics, videography or other, similar reproductions or recordings without the advance written permission of an authorized designee from Improbable Escapes.
Personal Identification Information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, book a service, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities such as online purchase.
Non-Personal Identification Information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Web Browser Cookies
How we use Collected Information
Improbable Escapes Inc. may collect and use Users personal information for the following purposes:
- To run and operate our Site
We may need your information to display content on the Site correctly.
- To improve customer service
Information you provide helps us respond to your customer service requests and support needs more efficiently.
- To personalize user experience
We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
- To process payments
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
- To send periodic emails
We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests.
How we Protect your Information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site. We use and redirect to PayPal Secure Checkout so your payment information is protected.
Sharing your Personal Information
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.
Your Acceptance of these Terms
By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
This document was last updated on May 30, 2018.