Terms of Service

Last Updated: January 2026

1. Acceptance of Terms

By accessing and using the QuestRoom Escape website and services, you accept and agree to be bound by the terms and provision of this agreement. If you do not agree to abide by the above, please do not use this service. These Terms of Service constitute a legally binding agreement between you and QuestRoom Escape regarding your use of our website, booking system, and escape room facilities.

We reserve the right to modify these terms at any time. Your continued use of the service following any changes indicates your acceptance of the new terms. We will make reasonable efforts to notify users of significant changes through our website or via email.

2. Booking and Reservations

All bookings are subject to availability and confirmation. When you make a booking through our website or by phone, you agree to provide accurate, current, and complete information. Bookings are confirmed only upon receipt of full payment or valid payment method authorization.

We require a minimum of 2 players and a maximum of 8 players per room, depending on the specific escape room selected. The minimum age requirement is 12 years old, and participants under 16 must be accompanied by an adult. Group bookings for corporate events or special occasions may have different requirements and should be arranged in advance.

Prices are displayed in Australian Dollars (AUD) and include applicable taxes. We reserve the right to change our pricing at any time, but prices are locked in at the time of confirmed booking. Special promotional rates are subject to specific terms and conditions as stated at the time of offer.

3. Cancellation and Refund Policy

Cancellations made more than 48 hours before the scheduled session will receive a full refund or the option to reschedule without penalty. Cancellations made between 24-48 hours before the session will receive a 50% refund or may reschedule for a $20 fee. Cancellations made less than 24 hours before the scheduled time are non-refundable.

No-shows will not be refunded under any circumstances. If you arrive more than 15 minutes late for your scheduled session, we reserve the right to cancel your booking without refund, as this may impact other scheduled groups. In case of severe weather conditions or unforeseen circumstances that force us to close, we will offer a full refund or free rescheduling.

Refunds will be processed to the original payment method within 7-10 business days. For rescheduling requests, please contact us at least 48 hours in advance via email at [email protected] or by calling +61 2 9055 6612.

4. User Conduct and Safety

Participants must follow all safety instructions provided by our Game Masters. Aggressive behavior, vandalism, or any actions that could damage our facilities or equipment will result in immediate removal from the premises without refund and may result in permanent ban from our facilities.

The use of alcohol or illegal substances on our premises is strictly prohibited. Anyone appearing to be under the influence will not be permitted to participate and will forfeit their booking fee. Smoking is not allowed anywhere inside our facility.

All participants must sign a liability waiver before participating. Participants with medical conditions including but not limited to heart conditions, claustrophobia, epilepsy, or mobility issues should consult with our staff before booking. We are not responsible for any injuries sustained during participation, except where such injury results from our negligence.

5. Intellectual Property Rights

All content on this website, including but not limited to text, graphics, logos, images, puzzle designs, room themes, audio clips, and software, is the property of QuestRoom Escape and is protected by Australian and international copyright laws. Unauthorized use, reproduction, or distribution of any content is strictly prohibited.

You may not photograph, video record, or otherwise document the puzzles, solutions, or room designs without express written permission. This policy protects the experience for future participants and our intellectual property. Violation of this policy may result in legal action.

The QuestRoom Escape name, logo, and all related product and service names are trademarks of QuestRoom Escape. You may not use these marks without our prior written permission.

6. Privacy and Data Protection

We are committed to protecting your privacy. All personal information collected during the booking process is handled in accordance with our Privacy Policy and the Australian Privacy Principles under the Privacy Act 1988. We collect personal information including name, email address, phone number, and payment details solely for the purpose of processing bookings and improving our services.

We do not sell, trade, or otherwise transfer your personal information to third parties except as necessary to process payments or as required by law. We use industry-standard security measures to protect your information from unauthorized access, alteration, or disclosure.

By using our services, you consent to the collection and use of information as outlined in our Privacy Policy. For full details on how we handle your data, please review our complete Privacy Policy available on our website.

7. Photography and Marketing

During your visit, we may take photographs or video recordings for marketing and promotional purposes. By participating in our escape rooms, you grant QuestRoom Escape permission to use your likeness in our marketing materials, social media, and website without compensation.

If you do not wish to be photographed or recorded, please inform our staff upon arrival. We will make reasonable efforts to accommodate your request, though this may not always be possible in group settings.

8. Gift Certificates and Promotions

Gift certificates are valid for 12 months from the date of purchase and are non-refundable. They may be transferred to other individuals but cannot be redeemed for cash. Lost or stolen gift certificates cannot be replaced.

Promotional codes and special offers are subject to specific terms and conditions as stated at the time of the offer. They cannot be combined with other promotions unless explicitly stated and may have blackout dates or booking restrictions.

9. Limitation of Liability

QuestRoom Escape and its employees, directors, and affiliates shall not be liable for any direct, indirect, incidental, special, or consequential damages resulting from the use or inability to use our services, unauthorized access to or alteration of your data, or any other matter relating to our services.

In no event shall our total liability to you for all damages exceed the amount paid by you for the specific service giving rise to the claim. Some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, so the above limitation may not apply to you.

10. Governing Law and Dispute Resolution

These Terms of Service shall be governed by and construed in accordance with the laws of New South Wales, Australia. Any disputes arising from these terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of New South Wales.

Before pursuing formal legal action, we encourage users to contact us directly to resolve any disputes. We are committed to working with our customers to find fair and reasonable solutions to any concerns.

11. Severability

If any provision of these Terms of Service is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that these Terms of Service shall otherwise remain in full force and effect and enforceable.

12. Contact Information

If you have any questions about these Terms of Service, please contact us:

By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.

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