The Gr8 Escape
Refund Policy
Cancellations, Returns & Refunds Policy
At The Gr8 Escape, our cancellation and refund policies vary depending on the experience or product purchased. Please refer to the relevant section below.
Escape Room Bookings
A deposit of R640.00 is required to secure an escape room booking.
If you need to cancel or postpone your booking, you may do so by providing more than 24 hours’ notice.
For cancellations made with more than 24 hours’ notice, R590.00 of the R640.00 deposit will be refunded. The remaining R50.00 is retained to cover administration and transaction costs associated with the booking and refund.
Refunds will be processed following an eligible refund request and should reflect within 5–7 business days.
Cancellation or postponement requests must be made by WhatsApp, email or telephone.
Bookings cancelled or postponed with 24 hours’ notice or less are not eligible for a refund.
Bookings that are not attended without prior notice are non-refundable.
Murder Mystery @ Doppio & Sip and Solve Events
Our Murder Mystery @ Doppio and Sip and Solve experiences are limited-capacity events, with food, beverage, venue and/or gameplay arrangements made specifically for each event and its bookings.
You may request a refund or postponement with more than 24 hours’ notice.
Eligible refunds will be processed within 5–7 business days.
Bookings cancelled or postponed with 24 hours’ notice or less are non-refundable.
Bookings that are not attended without prior notice are non-refundable.
Take-Home Murder Mystery Packs
Due to the nature of our take-home Murder Mystery Packs and the fact that they are designed for one-time use, returns and refunds can only be considered where the product is returned in its original, unused condition.
Products that have been opened, used, damaged after delivery, or where any game content has been accessed or revealed cannot be returned for a change-of-mind refund.
If you receive an incorrect, damaged or defective product, please contact us as soon as reasonably possible so that we can assist with a replacement, return or refund, as applicable.
Requesting a Refund
To submit a refund request, please email [info@thegr8escape.co.za] with the details of your booking or purchase.
Please include the name the booking or order was made under, the booking or order details, and the reason for the refund request so that we can locate your purchase and process your request.
Where a refund is approved, it will generally be processed within 5–7 business days. Depending on your bank or payment provider, additional processing time may apply before the funds reflect in your account.
General
This policy should be read together with any terms and conditions applicable to the specific experience, event or product purchased.
Nothing in this policy is intended to limit any rights you may have under applicable South African consumer protection law.
