The following policies ensure all of our players have a great time in our rooms:

Late Policy

Please arrive 15 minutes early in order to complete check in and get introduced to your game. The countdown clock for your room will start with or without players within five minutes of your booking time in order to keep the entire day’s schedule running for others throughout the day. If you are more than five minutes late you can enter your room to play with the time remaining.

Reschedule and Cancellation Policy

We staff our facility based on the reservations system in order to accommodate players throughout the day. If your plans change please let us know as soon as possible. We can reschedule or cancel an entire group up to 1 day before your starting time. We can try to reschedule, give you a credit if you don’t know a new day or time that works, or provide a refund. If it’s closer than 1 day before your start time give us a call! We will try our best to balance your schedule and our staffing needs. If there is only one or two people who can’t make it, we will refund or give a credit for those players at the time of the game.

Age Limit

We recommend players be at least twelve years of age. Players younger than that can get bored if they find our puzzles are too hard (they are made for adults) or they can get scared from the story line. Groups of twelve to fifteen year old kids should be accompanied by at least one adult. Please call if you would like to arrange for an adult to be nearby while the kids play on their own.

Safety

Please be courteous and safe while playing our games. You do not need to stand on furniture or climb in order to complete the game. Please do not break items in the games.

Behavior

Escape Room Games are a great way to start a party, but require your intelligence and creativity to make the experience. Please arrive straight and sober. We reserve the right to exclude individuals from the game due to intoxication or inappropriate behavior. Treat our employees with respect at all times and follow instructions as directed. There are no refunds for those who are expelled from the game.

Photography

Please, no recording in our rooms. We have dedicated ourselves to designing a unique experience for our players that is not available anywhere else. You can purchase a gift card to share the experience with others!

Damage

Players will be held responsible for damage they cause. Our rooms are designed to take the heavy use that players engage in through searching and game play. Items that are not needed to complete the game will be securely fastened in place and/or labeled with a Do Not Touch label. Players will be held responsible for blatant destruction of property or using excessive force on items.

Privacy

We use your data to provide booking information to make sure we have your game for you. Our booking software uses cookies so you can log in a second time and it knows the information you initially provided. You can opt in or opt out of our email at any time. If you would like us to delete your individual data send us an email and we’ll take care of that for you. We never sell our customer information. The waiver you sign before playing includes consent that allows us to share photos taken at Hidden Key.