Accepting & Understanding the Terms and Conditions

When booking a specific game at The Mystery Rooms you are ticking the box to say that you have read and accepted our terms and conditions.

When booking a specific game at the The Mystery Rooms you accept that you are hiring that venue space for a specific period of time and preventing other customers from booking it. Once bookings are made, The Mystery Rooms will hire staff for those event times. We must rent the space, pay these staff, and in addition now repay almost two years of rent/council rates/insurances/staff costs owed to landlords and government for the period that we were prohibited from trading due to COVID-19.

We can not remain a liquid business and run games at a loss.

As such, we are not able to waive terms and conditions under any circumstances therefore please do not ask.

Refusal of refunds can cause some customers to become offended. Before becoming offended by our terms and conditions we ask you to understand the same circumstances in other businesses.

Would you buy an AFL ticket and try calling them an hour before a game and expect them to refund your ticket?
Would you miss a flight and then ask the airline for a refund because you didn’t travel?

Remember, you are not buying an item or product from us, you are booking an interactive experience that we have hired the space, built the set and staffed ready for you! The experience will run whether you are there or not. 

Adjusting Player Numbers After Booking

It is fine to adjust player numbers on arrival providing the below conditions are met

  1. Each game/game booked is treated as an independent booking.
  2. Minimum cost per game/room (minimum players) is covered if player numbers drop beneath minimum player numbers level.
  3. Maximum player numbers per game/room are observed.

For example:

If you have 1 booking for 2 x games (4 players in each game) and arrive with 6 players, you must still cover the minimum cost of 4 players in each game – even if you decide to play a single game with all 6 players.

If you have paid for 5 players and arrive with 4 players – we will simply refund the difference between 5 players ($250) – 4 players ($208) = $42

If you have paid for 4 players and wish to add 4 players – you will be charged the difference between 8 players ($352) and 4 players ($208) = $144, you can pay on arrival by credit card (VISA/MASTERCARD, we do NOT accept AMEX or DINERS CARD).

If you wish to bring 1 extra player ABOVE max player limits – please read this FAQ

Amendment/Cancellation Requests

All cancellation requests must be submitted by e-mail to with reference to the Order ID and Appointment ID for the game in concern. The easiest way is simply to ‘reply‘ to the order confirmation e-mail that you received when booking.

No amendment or cancellation requests will be accepted by phone, voicemail or social media messaging. We require a request from the registered e-mail address used when booking.

If you entered the wrong e-mail address or mistyped your e-mail address when booking, you can also e-mail giving full details of the booking to prove that this was you.

No compensation for COVID-19 is provided to small businesses from Government, and debts owed due to the long closure are now owed meaning our daily operation costs are now substantially higher. As such we treat COVID-19 issues the same as all other issues preventing customers from attending their scheduled events.

Last Minute Amendment/Cancellation Requests (less than 48 hours notice)
  • Amendment/Cancellation requests made less than 48 hours before the ticketed game time will forfeit the minimum cost of the game for the respective room:
    2-4 or 2-6 Player Games 4-10 Player Games
    2 Player Ticket: $112 4 Player Ticket: $208

  • Amendment/Cancellation requests made less than 48 hours of the event can receive a gift voucher credit for any amount paid surplus to the minimum room rates. (e.g. $208 4 Player Ticket for a (Min) 4 Player Room would receive no Gift Voucher, $208-$208 = $0, but a 4 Player Ticket for a (Min) 2 Player Room would receive a Gift Voucher for $208-$112 = $96.
  • Booking Fees are always non-refundable.
  • No shows or players that don’t submit a cancellation request by e-mail to prior to the game start time will receive no refunds.
+48 hours Amendment/Cancellation Requests:
  • Cancellation requests made more than 48 hours before the event can receive a refund less booking and payment processing fee (displayed on the order confirmation.)
  • Players may instead request gift voucher credit for the entire amount, thus avoiding transaction and bank fees if they wish to re-book using that code for a later date.
  • Players may also request a direct session/day/game switch provided that they check availability first. If available staff can transfer the booking with no charges.

Refusal of Entry – Payment Forfeited

The Mystery Rooms reserves the right to prohibit access to players if any or all of the below conditions occur:

  • Players arriving intoxicated or under the influence of drugs. If you are above the legal limit to drive a vehicle then you are too intoxicated to play an escape room responsibly.
  • Players arriving after their session start time. Players are reminded to arrive onsite 15 minutes prior to their start time for registration and briefing.

Refund Policy

It is the customer obligation to check for your order and appointment confirmation e-mail and to contact us immediately with any errors on your part, or e-mails not received.

Provided the event time is greater than 48 hours in advance we will amend or refund with no additional charges. Bank fees & booking fees are not refundable under any circumstances.

COVID-19 / Other government closures

  • When booking games you agree to observe all COVID-19 restrictions or recommendations imposed by the Victoria Government and/or the Australian Government.
  • Should The Mystery Rooms not be permitted to provide our services to customers, all games will be converted into a Gift Voucher for the full amount of the booking. This will enable customers to re-book at their convenience with no expiry date.
  • Customers will not be required to request Gift Vouchers in the event of a government enforced venue closure.

COVID-19 Government Requirements. 

When playing and visiting The Mystery Rooms venues, you are agreeing to observe all COVID-19 restrictions or recommendations imposed by the Victoria Government and/or the Australian Government.

We ask that you please show respect to our staff. We understand that this can be a confronting process and we hope for your understanding that in moments when we ask you for your certificate or to wear your mask, that we talk to each other with kindness, understanding and respect.
As a small business, it is important that we follow the government regulations in order to remain open and operate.

Late Players

  • Players are asked to arrive 10 minutes prior to your game start time to be briefed and ensure that you you start your game on time, and in a safe manner. If you are late for your session your session duration may be reduced to maintain our booking schedule and processes.
  • For corporate group bookings where a 50% deposit or full payment has been made the below conditions apply:

Corporate Groups

  • Deposits will be forfeited where fewer than 10 business days notice is provided. Any remaining balance will be returned.
  • Cancellations in advance of 10 business days will have deposits returned, less a administrative cancellation fee of $100 per group.

Impaired Mobility Players

We have catered for players with impaired mobility, including wheelchairs HOWEVER we are NOT a wheelchair friendly venue.

We do not have wheelchair friendly bathroom facilities and we make alternate arrangements for players to enter and leave the building. Some games and puzzles are inaccessibly to players with significant impaired mobility.

Please contact us in advance with any questions – we are always happy to discuss and we always extend invitations to organisers to come and receive a complimentary tour of the premises to decide if our venue is suitable for your group.

Booking Details

Website bookings made will be reflected on your financial statements as transactions from The Mystery Rooms Pty Ltd (ABN 51 834 532 012).

Privacy Policy

General information

When you use our store services, you trust us with your information. This Privacy Policy is meant to help you understand what data we collect, why we collect it, and what we do with it. When you share information with us, we can make our services even better for you. For instance, we can show you more relevant search results and ads, help you connect with people or to make sharing with others quicker and easier. As you use our services, we want you to be clear how we’re using information and the ways in which you can protect your privacy. This is important; we hope you will take time to read it carefully. Remember, you can find controls to manage your information and protect your privacy and security. We’ve tried to keep it as simple as possible.

Right to access, correct and delete data and to object to data processing

Our customers have the right to access, correct and delete personal data relating to them, and to object to the processing of such data, by addressing a written request, at any time. The Company makes every effort to put in place suitable precautions to safeguard the security and privacy of personal data, and to prevent it from being altered, corrupted, destroyed or accessed by unauthorized third parties. However, the Company does not control each and every risk related to the use of the Internet, and therefore warns the Site users of the potential risks involved in the functioning and use of the Internet. The Site may include links to other web sites or other internet sources. As the Company cannot control these web sites and external sources, the Company cannot be held responsible for the provision or display of these web sites and external sources, and may not be held liable for the content, advertising, products, services or any other material available on or from these web sites or external sources.

Management of personal data

You can view or edit your personal data online for many of our services. You can also make choices about our collection and use of your data. How you can access or control your personal data will depend on which services you use. You can choose whether you wish to receive promotional communications from our store by email, SMS, physical mail, and telephone. If you receive promotional email or SMS messages from us and would like to opt out, you can do so by following the directions in that message. You can also make choices about the receipt of promotional email, telephone calls, and postal mail by visiting and signing into Company Promotional Communications Manager, which allows you to update contact information, manage contact preferences, opt out of email subscriptions, and choose whether to share your contact information with our partners. These choices do not apply to mandatory service communications that are part of certain store services.

Information we collect

Our store collects data to operate effectively and provide you the best experiences with our services. You provide some of this data directly, such as when you create a personal account. We get some of it by recording how you interact with our services by, for example, using technologies like cookies, and receiving error reports or usage data from software running on your device. We also obtain data from third parties (including other companies). For example, we supplement the data we collect by purchasing demographic data from other companies. We also use services from other companies to help us determine a location based on your IP address in order to customize certain services to your location. The data we collect depends on the services and features you use.

How we use your information

Our store uses the data we collect for three basic purposes: to operate our business and provide (including improving and personalizing) the services we offer, to send communications, including promotional communications, and to display advertising. In carrying out these purposes, we combine data we collect through the various store services you use to give you a more seamless, consistent and personalized experience. However, to enhance privacy, we have built in technological and procedural safeguards designed to prevent certain data combinations. For example, we store data we collect from you when you are unauthenticated (not signed in) separately from any account information that directly identifies you, such as your name, email address or phone number.

Sharing your information

We share your personal data with your consent or as necessary to complete any transaction or provide any service you have requested or authorized. For example, we share your content with third parties when you tell us to do so. When you provide payment data to make a purchase, we will share payment data with banks and other entities that process payment transactions or provide other financial services, and for fraud prevention and credit risk reduction. In addition, we share personal data among our controlled affiliates and subsidiaries. We also share personal data with vendors or agents working on our behalf for the purposes described in this statement. For example, companies we’ve hired to provide customer service support or assist in protecting and securing our systems and services may need access to personal data in order to provide those functions. In such cases, these companies must abide by our data privacy and security requirements and are not allowed to use personal data they receive from us for any other purpose. We may also disclose personal data as part of a corporate transaction such as a merger or sale of assets.