Terms & Conditions
Last updated: March 2026
Cancellation Policy
Any changes to an existing booking, including a change of game room or selected time slot, are subject to a €20 booking amendment fee.
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 & Delays
Please arrive 5–10 minutes before your scheduled start time.
If you arrive late but within 25 minutes, and the game can still be played, a fee of 25% of the booking cost (minimum €15) will be charged. Any delay does not extend your 60-minute session.
If you arrive more than 15 minutes late, you may not be allowed to play in your reserved room.
Customers are financially responsible for any damage caused to the room or its contents.
Refunds
Once a game has commenced, the only available option is to transfer your booking to another time or receive a voucher.
Refunds are processed through Stripe. A processing fee of €5.75 will be deducted from the refund amount. Please allow 5–10 business days for the refund to clear.
Organized Groups
All organized groups making reservations outside our website (e.g. via email) accept these terms and commit to settling the fee for the number of participants specified at booking. This commitment is confirmed by paying a deposit.
The final settlement covers the difference between the deposit and the agreed sum. An exception may only apply if the number of participants exceeds the original booking — in which case the group is responsible for the additional cost.
Game Completion
If a game is not completed for any reason, the maximum potential option is to reschedule the booking or receive a voucher. No monetary refund is available for incomplete games.
Promotional Materials
By accepting these terms, you consent to receiving promotional materials from Black11 Escape Rooms. You may opt out at any time by following the unsubscribe instructions in our messages or contacting us at info@black11.ie.
Contact
If you have questions about these terms, contact us:
Black11 Escape Rooms
60 Dominick Street Lower, Galway, Ireland
info@black11.ie · WhatsApp · +353 894 185 815