Cancellation, Rescheduling and Deposit Policy

1. Deposit

• Every booking is confirmed by a deposit paid online when you book. Without a deposit, the time slot stays open to other groups.
• The deposit is the price of one admission for the scenario you book. There is one deposit per booking, whatever the number of players.
• The deposit comes off your total; it is not an extra charge. The balance is paid online when you book or on site before your game starts.
• Renting the party room does not require a deposit.

Deposit and cancellation window

• Regular scenarios: $33.92 deposit plus tax, 12 hours before your game.
• Falderon Forest: $38.27 deposit plus tax, 24 hours before your game.
• The Castle of Eternal Suffering: $80.02 deposit plus tax, 24 hours before your game.
• Kids’ party special rate: $33.92 deposit plus tax, 12 hours before your game.

2. Cancellations

The window is counted back from the start time on your booking.

• Before the window: your deposit is refunded in full to your original payment method within 5 to 10 business days.
• After the window: your deposit is non-refundable.

3. Rescheduling

• You can reschedule your booking (date, time or game) for free, as many times as you need, as long as you ask before the cancellation window and space allows. The deposit moves with the booking.
• The window is always counted from the start time of your current booking. Rescheduling doesn’t change your rights: if you later cancel before the window, your deposit is refunded.
• The new date must be within 12 months of the original booking.
• Switching to a more expensive scenario means the deposit and balance are adjusted.
• After the window, rescheduling is no longer possible: the request is treated as a cancellation and the deposit is not refunded.

4. Number of players

• The number of players is not locked in when you book: you can change it freely, with no notice and no fee.
• You only pay for the players who show up. For example, if you book for 4 and 2 of you come, you pay for 2.
• You can add players up to the start of the game, as long as the scenario has space.
• Exception, Falderon Forest and The Castle of Eternal Suffering: from Friday 4:30 p.m. through Sunday, a minimum of 4 admissions is charged, even if fewer than 4 of you play.

5. Arrival, late arrivals and no-shows

• Arrive 15 to 20 minutes before your booked time for check-in and instructions.
• Running late? Call your location (numbers in section 10): we keep your slot and you play with the time left, at full price.
• If we have not heard from you 15 minutes after your booked time, the slot is released, the deposit is not refunded and no reschedule is offered.

6. If we cancel

If we have to cancel your game (technical failure, power outage, storm or anything else beyond our control), you choose between a full refund of what you paid or a free reschedule, depending on availability.

7. Exceptions

The windows apply to every booking. Once the window has passed, the deposit is never refunded in cash.

8. Gift cards and promotions

• A booking paid with a gift card follows the same policy. For a late cancellation or a no-show, the deposit amount is kept from the card and the rest can still be used.
• Bookings at a promotional price follow the same policy, unless stated otherwise.

9. Groups and private events

Groups of 18 or more, private events and corporate bookings follow this same policy, with no separate agreement. The group rate applies from 18 people. The deposit is paid online when you book and the balance online or on site, on the day of your game. We do not send invoices to pay later.

10. How to cancel or reschedule

• By phone, or on our voicemail outside opening hours: Saint-Jean-sur-Richelieu 450-390-1110, Quebec City 581-741-4822.
• By email: info@sauvequipeut.ca (Saint-Jean-sur-Richelieu) or info-quebec@sauvequipeut.ca (Quebec City).

A voicemail or email counts from the date and time we receive it, even if we are closed at that moment. Include your name, the location, and the date and time of your booking.

11. Acceptance

By booking and paying the deposit, you confirm that you have read and accept this policy and our Terms and Conditions.