Terms & conditions
One page, in plain English. By placing a booking you agree to these terms.
- Free changes up to 48 h beforeCancel more than 48 hours before for a full refund, minus a $10 fee. Within 48 hours there's no refund.
- Arrive on timeMore than 15 minutes late may shorten your game. More than 30 minutes late and the game is cancelled.
- December bookingsFinal team sizes and full payment are due by 30 November.
1. Participation at own risk
By participating you acknowledge you do so at your own risk. Escape Mate takes every precaution but isn't liable for injuries sustained during the game, and participants hold Escape Mate harmless from liability resulting from physical or psychological harm.
2. Assumption of risk
Escape rooms involve inherent physical, emotional and psychological risks. Be aware of your own limits and tell our staff about any pre-existing conditions that may need accommodating.
3. Booking & payment
All bookings need a deposit or full payment in advance, subject to availability. We accept bank transfer, credit card, and cash or EFTPOS on-site. Invoices are available from booking@escapemate.co.nz. Payment is due at least 48 hours before your session where possible. Gift vouchers and discounts (Escape Mate vouchers, GrabOne, TreatMe, Entertainment Book) must be applied before payment. We can't refund a voucher applied afterwards.
4. Changes & cancellations
Changes to team size, time or date must be made in writing at least 48 hours ahead. Cancellations more than 48 hours before are refunded in full minus a $10 fee. Within 48 hours there's no refund. For no-shows or late cancellations, the remaining balance is charged to the payment method on file. If fewer players arrive than were booked and we weren't told, the original number is charged. Extra players can be added and paid on-site.
5. Late arrival
More than 15 minutes late: we can't guarantee your full 60 minutes. More than 30 minutes late: the booking is cancelled and not refunded.
6. Age
We recommend players be 8 or older. Children under 8 play free but must be supervised by an adult at all times, as some elements may not be safe for them to handle.
7. Safety & comfort
Main doors can be opened at any time and emergency exits are available. Intoxicated participants can't enter. Footwear must be worn at all times. Closed-toe shoes are preferred, and jandals are OK.
8. Damage
Participants are liable for repairs or replacements needed because of damage caused during the game.
9. Cameras & group photos
Security cameras operate for safety, including inside the rooms, and footage is stored securely and shared only if required by law. Celebratory group photos may be posted on our social channels. Tell our staff if you'd rather not be photographed, or if you'd like the photo emailed instead.
10. Debt collection
Unpaid invoices may be passed to a collection agency. Late payments incur a 10% fee, charged weekly until paid.
11. Management rights
Management reserves the right to refuse entry or change bookings as necessary.
12. Combined games for groups
Groups of 13 or more can book the Spaceship and Ancient Temple in the same slot at no extra charge.
13. Meeting room
For special occasions, the Johnston St meeting room and kitchenette can be booked free for one hour. BYO snacks and drinks, and please leave it tidy.
14. Facilities
Restrooms are on-site at both venues. Atlantis (195 Victoria St) is wheelchair accessible. Johnston St isn't.