Cancelation Policy

Customer’s right of withdrawal as a consumer

Cancelations and changes to bookings can only be done via e-mail: info@urbanescape.ch.

Please provide the following details in the e-mail; it is best to reply to the confirmation email of your reservation:

  • Your full name
  • Name of the game you want to cancel
  • Reserved date and time of the game
  • for changing your booking: the desired date and time + the name of the game

1) Cancelations

Cancelations – provided that the desired game is available – for bookings paid online:

  • up until 48 hours prior to the game: a cancelation fee of 3.5% of the paid amount will be charged
  • up until 24 hours prior to the game: a cancelation fee of 50 CHF will be charged
  • weniger als 24 Stunden: Zürich Escape GmbH behält sich das Recht vor, den ausgewiesenen Preis für das gebuchte Spiel zu berechnen

Cancelations – provided that the desired game is available – for bookings to be paid on location:

  • up until 48 hours prior to the game: free of charge
  • up until 24 hours prior to the game: a cancelation fee of 50 CHF will be charged
  • less than 24 prior to the game: Zürich Escape GmbH reserves the right to charge the full price of the booked game

2) Changes to bookings

Changing a booking – provided that the desired game is available – for bookings paid online:

  • up until 24 hours prior to the game: free of charge
  • less than 24 prior to the game: Zürich Escape GmbH reserves the right to charge the full price of the booked game

Changing a booking – provided that the desired game is available – for bookings to be paid on location:

  • up until 48 hours prior to the game: free of charge
  • up until 24 hours prior to the game: a cancelation fee of 50 CHF will be charged
  • less than 24 prior to the game: Zürich Escape GmbH reserves the right to charge the full price of the booked game

3) Changing the number of players

Changing the number of players – provided it’s possible for the given game – can only be done no less than 1 hour prior to the game and only via e-mail: info@urbanescape.ch.

Please provide the following details in the e-mail; it is best to reply to the confirmation email of your reservation:

  • Your full name
  • Name, reserved date and time of the game
  • new number of people

Changing a booking is subject to the following regulations for bookings paid online:

  • For any additional players, the price difference can only be paid on location; paying with a gift certificate or store credit is not possible
  • For any reduction in the number of players, the price difference will be refunded as a gift certificate delivered via e-mail

Changing the number of players is subject to the following regulations for bookings to be paid on location:

  • The final price / subtotal will be charged and paid according to the actual number of players

For any games at Hotel Novotel including a meal, changing the number of players or canceling the game is free of charge up until 7 days prior to the game. If the 7-day cancelation period has expired, Zürich Escape GmbH reserves the right to charge the full price of the booked game