Refunds and Cancellations

Escape Room Bookings

You must provide 48 hours notice if you wish to cancel or reschedule.

If any changes are required with fewer than 48 hours notice, the following will apply:

  • Game rearrangement – The deposit for the game will be forfeited, but any additional money paid towards the cost of the game will be carried over to the new time slot. Please note that an additional cost is due if moving from an off-peak time to a peak time game.
  • Game cancellation – No refunds will be offered and any money paid towards the game will be retained by us.

If you’ve realised that you’ve made a booking in error, please contact us within 12 hours of making the initial booking and we’ll be able to cancel your booking and send a full refund.

We reserve the right to waive the above policy and offer refunds/exchanges in certain exceptional circumstances, including but not limited to medical or family emergency. However, refunds will be decided on a case-by-case basis by us.

Physical Goods

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are hazardous materials or flammable liquids or gases.

Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at admin@lockhouse.co.uk.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@lockhouse.co.uk and send your item to: 70 Regent St, Cambridge, CB2 1DP, United Kingdom.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


To return your product, you should mail your product to: 70 Regent St, Cambridge, CB2 1DP, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

The above Policy does not affect your statutory rights.