TL;DR: Next-Gen Escape offers up to a 100% refund based on customer experiences. If you have a question or concern, ask our helpful staff!
When it comes to booking escape rooms it's common to find strict refund policies in place. Why is that? Well, the nature of the business makes it challenging for most escape rooms to accommodate refunds.
Typically, escape rooms operate on a reservation-based model. Once a booking is made, the room is reserved exclusively for that specific time slot, which means other potential customers are turned away. In the event of a cancellation, it becomes difficult for the business to recoup the potential lost revenue since they have already missed out on another potential booking during that time. As a result, many escape rooms have policies in place that do not allow for refunds.
Instead, most escape rooms offer in-store credit as an alternative to refunds. This allows customers to reschedule their visit for a later date, ensuring that the business doesn't suffer a direct loss. While this policy is understandable from a business standpoint, it may leave some customers longing for a more flexible and accommodating approach.
At Next-Gen Escape, we believe in prioritizing customer satisfaction above all else. We understand that unforeseen circumstances or technical issues can arise, impacting the overall experience. That's why we've established a satisfaction-guaranteed policy that goes beyond the norm.
If you encounter any technical issues during your game or simply find that it doesn't meet your expectations, our dedicated staff members are authorized to issue refunds until you are fully satisfied. Even if it means we don't make any revenue from the booking, we prioritize your enjoyment and strive to make things right.
While some individuals may attempt to take advantage of such policies, the overwhelming customer satisfaction we have witnessed more than justifies the occasional cost associated with the policy. You'd be surprised how many people think we want to fight them over $30. Not worth it! Creating a positive experience for our players and respecting their purchases is the key to building trust and fostering long-term relationships.
The only exception to this is for no-call no-shows. Bookings are entitled to refunds if an attempt was made to contact us ahead of time, or at any time (even after the booking) as long as a single player arrives on time for their booking. Even then, if your booking rolls around and you aren't here, your Gamemaster will give a friendly call reminding you of your appointment, and they may even ask how far away you are.
