Respect your booking time

• You must arrive 30 minutes prior to your booking time for briefing and introduction.

• It is essential to arrive promptly as we operate on a tight schedule to accommodate all bookings.

• Failure to arrive on time (no later than 20 minutes prior to game start)  may result in automatic cancellation of your booking to maintain schedule integrity for subsequent groups.

• A 25% handling fee applies to all rescheduling.

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Booking Confirmation and Payment Terms:

• Payment is required in advance to confirm your booking.

• Failure to make payment 72 hours prior to the booking will result in automatic cancellation.

• Alternative payment arrangements can be discussed directly with us.

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Cancellation and Refund Policy:

• Refunds are applicable only if you cancel your session 72 hours before the scheduled time or earlier. The refund will reflect within 2-7 days of the refund request.

• A non-refundable deposit of N$ 500 will be retained for all cancellations made less than 72 hours in advance.

• 100% cancellation fee applicable for no-show or same day cancellations.

• A 25% handling fee applies to all rescheduling or cancellations made within 7 days prior to the booking date.

• All cancellation requests must be submitted via email.

• Enigma Escape Room reserves the right to cancel your booking at any time, in the unlikely event of any technical or mechanical malfunctions. In such cases, rescheduling will be arranged.

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Age Restriction:

• Children under 16 years of age may only participate as part of a family group, where the majority of participants are adults, with a maximum of 2 children not younger than 14.

• Requests for any children under 16 to attend must be made in advance via email for approval.

• Any group of children under the age limit, that arrive on the date of the booking, without prior disclosure and approval will be denied access. No refunds will apply in such instances.

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Special Effects and Health Considerations:

• The Enigma Escape may utilize strobe lights, flashing lights, and/or smoke machines. Please inform us in advance if these may pose a health issue so adjustments can be made to the room.

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Escape Room Rules and Disclaimer:

• Enter at your own risk: By entering the Enigma Escape Room premises, you acknowledge and accept that participation in our escape rooms carries inherent risks. Enigma Escape Room will not be held accountable for any injuries, lost items, or medical conditions that may occur during your visit.

• Safety precautions: While we strive to ensure a safe and enjoyable experience for all participants, it is essential to follow all safety guidelines and instructions provided by our staff.

• Personal belongings: We recommend leaving valuable items and belongings in a secure location before entering the escape room. Enigma Escape Room is not responsible for any lost or stolen items.

• Medical conditions: Participants with preexisting medical conditions or concerns should consult with a healthcare professional before participating in our escape rooms. Enigma Escape Room does not provide medical assistance on-site.

• Age restriction: Some escape rooms may have age restrictions, please refer to individual room descriptions for details.

• Intoxication: Entry to the escape rooms is prohibited for individuals under the influence of alcohol or drugs. Enigma Escape Room reserves the right to refuse entry to anyone who appears intoxicated. No refunds will apply in such instances.

• Compliance with rules: All participants are required to adhere to the rules and regulations of Enigma Escape Room. Failure to comply may result in removal from the premises without refund.

• Emergency procedures: In the event of an emergency, follow the instructions provided by Enigma Escape Room.

• Photography and recording: Photography and recording inside the escape rooms are prohibited without prior consent from Enigma Escape Room.

 

Agreement to terms:

By participating in our escape rooms, you agree to abide by these rules and acknowledge the disclaimer regarding risks and responsibilities outlined by Enigma Escape Room.