What is your cancellation policy?
Quick Answer
You can cancel for a full refund if you let us know at least 48 hours before your game — just email us with your booking confirmation number (our carrier pigeons are still on vacation). Inside that 48-hour window, we're sorry, but refunds aren't available. Here's why: your booking reserves the whole room for your time slot, so we can't offer that slot to anyone else. If you cancel at the last minute, the room sits empty and we still have real costs to cover — rent, utilities, supplies, and a Game Master we scheduled around your reservation. We also plan our team's work hours around bookings, and last-minute changes aren't fair to the people who count on those shifts for their paycheck. We get that plans change — that's why the 48-hour window exists. Give us a heads-up early and we'll take care of you.
Detailed Information
Cancellation & Refund Policy:
Full Refund Available:
- Cancellations made 48+ hours before booking time
- Weather-related cancellations (at our discretion)
- Emergency closures on our end
How to Cancel:
- Email us with your booking confirmation number
- Include the reason if weather/emergency related
- We'll confirm cancellation and process refund
Within 48 Hours:
- No refunds for standard cancellations
- May offer rescheduling for emergencies
- Case-by-case basis for extreme circumstances
Why We Have This Policy:
When you book, you're reserving the entire room for your time slot — not just a ticket. That slot is held exclusively for your group, which means we can't sell it to anyone else once you're on the calendar.
A cancellation inside 48 hours usually means that room goes unfilled. We still incur the same expenses either way: facility costs, supplies, utilities, and a Game Master we scheduled and prepared for your group. Those costs don't disappear when a booking cancels late, and lost revenue from an empty slot isn't something we can recover on short notice.
We also schedule our team's work hours around confirmed bookings. Pulling or reshuffling shifts at the last minute isn't something we do lightly — our Game Masters and staff plan their weeks around the schedule, and sudden changes affect their income and stability. The 48-hour window gives everyone — you, us, and our team — enough time to adjust fairly.
We're not trying to be inflexible for the sake of it. We want you to have a great experience, and we want to run a sustainable business that treats our people well. The 48-hour policy is how we balance both.
No-Shows:
- No refund or rescheduling available
- Booking is forfeited
Rescheduling:
- Free rescheduling 48+ hours in advance
- One-time courtesy reschedule within 48 hours (emergencies)
- Subject to availability
Group Bookings (10+ people):
- May have different cancellation terms
- Discussed at time of booking
Refund Processing:
- Refunds typically process within 5-7 business days
- Returned to original payment method