Policies

Cancellation & refunds

Plans change. Here is exactly what happens when you reschedule or cancel a booking with Escape Door.

Last updated 4 November 2026

24+ hours before

Full refund

Cancel yourself from your booking.

Under 24 hours

Move the date

Reschedule free, or contact us.

After the game starts

No refund

Your team has played the game.

Rescheduling

You can move a confirmed booking to another available time slot for free, as long as the game has not started. Open the link in your booking confirmation email, or sign in and go to My bookings.

Cancelling and getting a refund

24 hours or more before the start time: cancel yourself from your booking and get a full refund automatically.
Less than 24 hours before the start time, or after any player has joined the game: self-service cancellation closes. Contact us and we will help where we can, for example by moving you to another date.
After the game has started: bookings are not refundable.

When the money arrives

Refunds for online payments go back to the original payment method through our payment partner, Razorpay. They usually reach your account within 5–7 business days, depending on your bank. You will receive an email when the refund is processed.

Bookings paid in person (cash, UPI or card at the venue) are refunded by the same method, by our team.

If we cancel

If we have to cancel a game (for example for safety, severe weather on an outdoor route, or a venue problem), you can choose a full refund or a free move to another date.

Discounts are not refunded as cash. A booking made with a 100% promo code can be cancelled, but no payment is returned.

Need help?