Cancellation Policy

• The game you ordered must start at the time you chose.
• The team must arrive 15 minutes before the start of the game for organization and payment in order to start the game at the appointed time.
• You can cancel or change an order up to 24 hours before the game date without charging a cancellation fee - independently through the link you received in the order confirmation email only.
• You can not cancel or change the game time or the room you booked less than 24 hours before the game time you booked - therefore the system will not allow you to make any changes at this time independently.

Cancellation fees:

• The team's non-appearance for the game according to its order for more than twenty minutes (20 minutes) from the designated time of the game (ie 35 minutes from the desired arrival time) will result in the credit card being charged as a guarantee for the order with a cancellation fee of NIS 300.
• In case the team appeared for the game after the time defined above, the team will not be allowed to enter at that time.

Cancellation fee refund:

A partial refund for the cancellation fee (a refund of 150 NIS) will be granted to the group at the time of payment for a new game scheduled by them, within one month from the date of the game for which the cancellation fee was charged (the benefit is valid for one month). Please indicate at the time of booking on the website, under “Notes”, the invoice number of the cancellation fee. Multiple refunds will not be granted.

• Escape Journey may cancel a reservation in the following cases:
  1. If there was an error in the order.
  2. If the credit card details are stolen and/or incorrect.
  3. In case it turns out that the order was accompanied by illegal activity by the customer and/or any third party.
  4. When the transaction was carried out illegally and not according to the regulations.
  5. due to a technical fault or circumstances beyond the company's control.
  6. If it is not possible to contact the customer up to 24 hours before the game.
  7. A notice about the cancellation of the order will be given to the customer by phone and/or in writing to the e-mail address and/or by text message to the mobile phone, which he specified when placing the order.
• If there is a sensitive security situation, in accordance with the instructions of the National Emergency Portal in Ashkelon, we allow the game date to be postponed without cancellation fees (if it is less than 24 hours before the game) - only by contacting us on the "Contact Us" page.