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The most important rule is... be on time! 
We are strict because we do not want to effect the next group of the consequences of you comming to late.

"On time" means being present at the hour the booking was placed.
For example, if you book an escape game at 1.45 pm, it means that the entire group is present at 1.45 pm. Even better: 1.30 pm!
If it is not possible to start at 2 pm - 15 minutes after the actual booking - the game will be canceled unrelentingly.

If the customer places a new booking within 4 weeks, no fee of 50 € will be charged. If the customer does not place a new booking within 4 weeks, a fee of 50 € will be sent by post.
If one had paid in advance, the amount (-50 € fee) will be refunded afterwards. If the game has not yet been paid, the bill will be sent by e-mail and by post.

Questions about reimbursement can be discussed by telephone or by e-mail with the managers. The supervisors at that moment in Puzzle have their hands full with the groups present and are not accountable.

Exceptions? If you have a valid human reason for missing the escape game, we are of course reasonable and we will not ask for compensation.
For other questions about refunds or dissatisfaction, mail to
For urgent matters? Call +32494815242