1. When the plan changes
No plan survives contact, and sometimes a job has to move. This Cancellation Policy spells out how to shift or call off a booking with Locked In Cornwall, and when a refund’s coming your way. It forms part of our Terms & Conditions. Whenever we can, we’d far rather slot you in somewhere else than watch you lose your game.
2. Moving the job (rescheduling)
Usually the cleanest option is to move the job rather than call it off altogether. Let us know at least 24 hours ahead of your start time and we’ll switch your booking to another free slot at no cost. Even if you’re already inside the 24 hours window, get in touch anyway — if there’s space in the diary, we’ll do our best to make it work.
3. Calling it off (cancelling your booking)
- 24 hours or more before your start time: a full refund, or a free move to another slot — whichever suits your crew.
- Under 24 hours before your start time: a 50% refund — or, if we can make it work, we’ll move you to another slot instead.
- No-show, or turning up too late to play: no refund — the room and your game master were held ready for your crew alone.
4. Making the call (how to cancel or reschedule)
Your booking confirmation email contains a secure link to cancel your booking online. You can also call us on 01209 862796 or email sales@lockedincornwall.com and we’ll take care of it for you.
5. Passing on the loot (gift vouchers)
Gift vouchers hold good for 12 months from the day they’re bought and can be put towards any bookable game, subject to availability. They’re non-refundable, though you’re free to hand one on to someone else. A booking paid for with a voucher plays by the same rescheduling and cancellation rules set out above.
6. Getting your money back (how refunds are paid)
Any refund goes straight back to the card or account you paid with. It’s usually instant, but depending on your bank it can take up to 5 to 10 working days to land.
7. The 14-day rule (your statutory rights)
Our games are booked for a fixed date and time, so the 14-day ‘cooling-off’ cancellation right that usually comes with buying something online doesn’t apply to escape-room bookings — that’s the standard position for dated leisure and event bookings under the consumer law of England and Wales. The flexible reschedule and refund terms set out above are ours by choice, and they sit alongside your other statutory rights, including your right to a service carried out with reasonable care and skill.
8. If we have to pull the job (when we cancel)
Every now and then we might have to call off or move a game from our end — say a technical fault or a game master off sick with no notice. If that happens we’ll get in touch as fast as we can and give you the choice: another slot, or a full refund.
9. Big jobs (groups, events and corporate bookings)
Larger crews, exclusive hires and corporate jobs may run on their own separate arrangements, which we’ll square away with you when you book.
10. Reach the crew (how to reach us)
Locked In Escape Rooms Cornwall Ltd (company number 14456121, registered in England and Wales)
Phone: 01209 862796
Email: sales@lockedincornwall.com
Last updated: July 2026