Booking and Deposit

🔁 Cancellation Policy 

✅ Cancellation more than 72 hours before the game:
20% of the booking value + €20 non-refundable deposit retained

✅ Cancellation 48–72 hours before the game:
30% of the booking value + €20 non-refundable deposit retained

✅ Cancellation 24–48 hours before the game:
50% of the booking value (includes the €20 non-refundable deposit)

❌ Same-day cancellations or no-shows:
No refund possible

🔹 The €20 deposit is non-refundable and is included in any applicable cancellation fee.
🔹 We do not refund money for individual no-shows within larger group bookings

Arrival and Delays

Please arrive at The Black 11 Escape Rooms on time. If the delay is less than 25 minutes and the game can still be played, a small fee of 25% of the booking cost will be charged, but not less than EUR 15.

Customers are financially responsible for any damage caused to the room.

Please arrive 5-10 minutes before the start of the game. Customers book rooms for 60 minutes, and any delays do not extend the customers’ stay in the rooms.

If you arrive more than 15 minutes late for your scheduled time, you may not be allowed to play in your reserved room.

Refunds

If you start playing in the gaming room, the only potential refund option is to transfer your booking to another time or receive a voucher.

Refunds are processed through the Stripe payment system. The system refunds payments to customers after deducting a Stripe or PayPal payment system commission of EUR 5.75 from the rate. Your refund may take 5-10 business days to clear in the Stripe payment system.

Additional Conditions

By booking a room at The Black 11 Escape Rooms, you agree to these regulations.

If the room does not meet the technical conditions, we offer a voucher for any date the customer chooses.

Each additional person must be paid for separately.

If the time, date, or room changes, the client must pay a EUR 20 handling fee at the Black 11 Escape Rooms reception.

Organized Groups

All organized groups making reservations at The Black 11 Escape Rooms not through our website (for example, via email) accept our terms and conditions and commit to settling the fee for the number of participants specified when booking.

This commitment is confirmed by paying a deposit. The final settlement will cover the difference between the deposit and the previously agreed sum, depending on the booking size.

An exception may only be applied if the number of participants exceeds the previously established number in the booking. In such instances, organized groups are also responsible for covering the costs of the additional members.

Game Completion

If a game commenced within the gaming facility is not completed for any reason, the maximum potential reimbursement option is to reschedule the booking or receive a voucher.

Promotional Materials

Accepting these terms and conditions allows you to receive promotional materials from The Black 11 Escape Rooms. You can opt out of these communications by following the instructions in the promotional messages or contacting our customer service.