1. Plans change — here’s your continue screen
This Cancellation Policy lays out how to move or cancel a booking with Escape Time St Ives, and when a refund is due. It forms part of our Terms & Conditions. Wherever we possibly can, our aim is to get you onto another slot rather than watch your game flash GAME OVER.
2. Respawn (moving your booking)
Nine times out of ten the easiest play is to move your game rather than cancel it. Give us at least 24 hours notice before your start time and we’ll shift your booking to another open slot, free of charge. Even inside 24 hours, still give us a shout — if the diary has room, we’ll always try to help.
3. Cancelling your booking
- 24 hours or more before your start time: a full refund, or a free move to another slot — your call.
- Less than 24 hours before your start time: a 50% refund; or, if we can swing it, we’ll move your booking to another slot instead.
- No-show, or arriving too late to play: no refund, since the room and your game master were held just for you.
4. How to hit cancel or reschedule
Please call us on 01736 887444 or email info@escapetimestives.co.uk as early as you can and we’ll take care of it. If you booked online, you can also manage your booking using the link in your booking confirmation.
5. Gift vouchers
Gift vouchers are non-refundable. Bookings paid for with a voucher can be moved to another slot under the same notice periods above, but because the voucher itself is non-refundable there is no cash refund — a cancellation means moving your booking rather than getting money back. For full voucher terms — including validity and how to redeem them — see our Terms & Conditions.
6. How refunds are paid
Any refund heads back to your original payment method. That’s usually instant, but depending on your bank it can take up to 5 to 10 working days to show up.
7. Your statutory rights
Because our games are booked for a set date and time, the 14-day ‘cooling-off’ cancellation right that normally comes with buying online doesn’t apply to escape-room bookings — that’s the standard position for dated leisure and event bookings under the consumer law of England and Wales. The flexible reschedule and refund terms above are our own doing, and they sit alongside your other statutory rights, including the right to a service carried out with reasonable care and skill.
8. If we ever have to cancel
Once in a blue moon we might have to cancel or move a game from our end — say a technical gremlin or an unexpected bout of staff illness. If that happens, we’ll reach you as soon as we can and offer you the pick of an alternative slot or a full refund.
9. Groups, events and corporate bookings
Big-group, exclusive-hire and corporate bookings can run on separate arrangements, which we’ll confirm with you at the time of booking.
10. How to reach us
Escape Time St Ives Cornwall Ltd (company number 16235241, registered in England and Wales)
Phone: 01736 887444
Email: info@escapetimestives.co.uk
Last reviewed: July 2026