Xscape! LLC Booking, Cancellation & Refund Policy
Effective Date: September 5, 2026
Xscape! LLC (“Xscape,” “we,” “us,” or “our”) wants every group to have a great experience. Because our escape rooms are private experiences reserved for specific dates and times, reservations prevent those time slots from being sold to other groups.
This Booking, Cancellation & Refund Policy explains the rules that apply to reservations, cancellations, rescheduling, late arrivals, refunds, gift certificates, promotions, and participation at Xscape.
By completing a reservation with Xscape, you agree to the terms applicable to your booking.
1. All Sales Are Final
All sales are final and non-refundable unless otherwise provided in this policy or required by applicable law.
When you reserve an escape room, that date and time are held specifically for your group and may no longer be available for other customers.
We understand that unexpected circumstances happen. Xscape may, at its discretion, provide a rescheduled reservation, gift certificate, credit, refund, or other accommodation in individual circumstances.
An exception made for one reservation is a customer-service accommodation and does not change this policy or guarantee the same accommodation in another situation.
2. Rescheduling
Customers who need to change their reservation should contact Xscape as soon as possible.
Rescheduling requests made at least 24 hours before the scheduled reservation will generally be accommodated, subject to availability.
Requests made less than 24 hours before the reservation are not guaranteed. Xscape may nevertheless permit rescheduling or provide another accommodation at management's discretion.
A new date, time, or room is subject to availability.
3. Cancellations
Because all sales are final, canceling a reservation does not automatically entitle the customer to a refund.
Depending on the circumstances and timing of the cancellation, Xscape may choose to:
Reschedule the reservation;
Provide a gift certificate or credit;
Provide another reasonable accommodation; or
Issue a refund in appropriate circumstances.
Customers should contact Xscape as soon as possible if they are unable to attend.
4. Arrival and Check-In
Guests should arrive 15 minutes before their scheduled game time.
This allows sufficient time for check-in, completion of required waivers, instructions, and preparation before the experience begins.
Arriving at the scheduled start time or afterward is considered late.
Xscape will make reasonable efforts to accommodate late groups when the schedule permits. However, late arrivals may result in:
A shortened experience;
Rescheduling to another available time;
Inability to participate in the scheduled game that day; or
Another accommodation determined by Xscape.
A late-arriving group will not be permitted to delay or reduce the experience of a group scheduled afterward.
The availability of an accommodation for a late arrival depends on Xscape's schedule and is not guaranteed.
5. No-Shows
A reservation may be considered a no-show when the group fails to arrive and does not contact Xscape regarding the reservation.
No-show reservations are forfeited and are not entitled to a refund, credit, gift certificate, or guaranteed rescheduling.
Xscape may make an exception in extraordinary circumstances at management's discretion.
6. Changes in Group Size
Fewer Players
If fewer participants attend than were included in the original paid reservation, unused admissions are generally non-refundable.
Xscape may choose to provide a credit, gift certificate, refund, or other accommodation for unused admissions at management's discretion.
Additional Players
Additional participants may be added to a reservation when the room's capacity and other circumstances allow.
Additional participants must pay the applicable admission price before participating. Additional admission charges may be paid at Xscape by an accepted payment method, including card or cash.
Room capacity limits still apply.
7. Private Experiences
Xscape reservations are private-party bookings.
Your group will not ordinarily be combined with unrelated customers for the same escape-room experience.
The number of participants remains subject to the applicable room's capacity and Xscape's safety and operational requirements.
8. Required Participant Waiver
Every person who actually participates in an Xscape escape room must complete the required participant waiver and check-in requirements applicable to that person.
The person who originally booked or paid for the reservation does not need to be one of the participants, provided the actual participants satisfy Xscape's applicable requirements.
A participant who refuses or fails to complete a required waiver may not participate.
Refusal or failure to complete a required waiver does not create a right to a refund, credit, gift certificate, or rescheduling.
The Participant Waiver and Release is a separate agreement and may contain additional terms applicable to participation.
9. Minors and Supervision
Xscape offers experiences that may be enjoyed by guests of different ages.
Age appropriateness and supervision needs may vary based on the particular room, participants, group, and circumstances. Xscape reserves reasonable discretion to determine whether adult supervision or other arrangements are appropriate for a particular group.
Parents and guardians are encouraged to contact Xscape before booking if they have questions about whether a particular experience is appropriate for a child.
Applicable waiver requirements for minors must be satisfied before participation.
10. Room Changes
Customers may request to change their reservation to a different Xscape room.
Room changes may be accommodated when availability permits but are not guaranteed.
Any applicable difference in price may be charged or otherwise handled as appropriate when the reservation is changed.
11. Pricing
The price confirmed when a reservation is completed generally controls that reservation.
If Xscape later increases its prices, an existing confirmed reservation will not ordinarily be charged the new higher price.
Likewise, later discounts, promotions, special pricing, or other offers are not retroactively applied to previously completed reservations unless Xscape chooses to do so.
12. Weather and Travel Conditions
Xscape understands that severe weather or hazardous travel conditions may occasionally make it unreasonable or unsafe for customers to travel to our facility.
When appropriate, Xscape may offer affected customers:
Rescheduling to another available date or time; or
A gift certificate or credit for future use.
Weather-related accommodations are determined based on the circumstances and are not necessarily dependent on whether Xscape itself has closed.
Customers should contact Xscape as soon as reasonably possible when weather may prevent attendance.
13. Cancellation by Xscape
Occasionally, Xscape may be unable to provide a scheduled experience because of circumstances such as equipment failure, power outages, staffing emergencies, facility conditions, safety concerns, severe weather, or other operational problems.
If Xscape must cancel or cannot reasonably provide a scheduled experience, we will work with the customer to provide an appropriate remedy, which will generally be:
Rescheduling; or
A gift certificate or credit for future use.
When those remedies are not reasonable or appropriate under the circumstances, Xscape may issue a refund.
Nothing in this section limits any remedy required by applicable law.
14. Interrupted Experiences
If an experience must be stopped after it has begun because of a significant technical failure, power outage, facility problem, or other issue attributable to Xscape that prevents the group from reasonably completing the experience, Xscape may provide:
A replacement or rescheduled experience;
A gift certificate or credit; or
When appropriate, a refund.
The appropriate remedy will depend on the circumstances.
This section does not apply when an experience is stopped because of participant misconduct, a participant's voluntary decision to leave, or another circumstance for which Xscape is not responsible.
15. Leaving an Experience Early
Once an escape-room experience has begun, a participant who voluntarily chooses to leave or stop participating is not entitled to a refund, credit, gift certificate, or replacement experience merely because the participant did not complete the game.
Xscape may still address unusual circumstances individually when appropriate.
16. Safety, Conduct, and Right to Refuse Participation
Xscape reserves the right to refuse entry, remove a participant, or end an experience when reasonably necessary to protect guests, employees, property, or the operation of the business.
This may include situations involving:
Intoxication or impairment;
Illegal drug use;
Threatening, violent, or abusive behavior;
Harassment;
Intentional or reckless misuse of props or equipment;
Dangerous behavior;
Serious disruption of the experience;
Intentional property damage; or
Refusal to follow reasonable safety instructions from Xscape staff.
A guest refused participation or removed because of such conduct is generally not entitled to a refund, credit, gift certificate, or replacement game.
Nothing in this section permits discrimination prohibited by applicable law.
17. Property Damage
Guests may be held responsible for damage to Xscape property resulting from intentional, reckless, or clearly prohibited conduct.
This may include damage to props, locks, electronics, furniture, equipment, room elements, or other property.
Guests are not responsible under this provision for ordinary wear and tear, equipment failure, or damage resulting from normal and permitted use of the experience.
18. Photography and Recording
Photography, video recording, and other recording inside Xscape's escape rooms are prohibited unless specifically authorized by Xscape.
This rule helps protect Xscape's puzzles, solutions, room designs, story elements, and the experience of future guests.
Photography may be permitted in designated areas or when authorized by Xscape staff.
19. Gift Certificates
Xscape gift certificates:
Generally do not expire;
Are not redeemable for cash except where required by applicable law;
May be applied toward eligible Xscape purchases;
Retain any unused remaining value after a partial redemption; and
Are subject to verification of the certificate or redemption code.
If a physical gift certificate or redemption code is lost, Xscape may replace or restore the remaining value when the original purchase and unused balance can reasonably be verified.
Xscape reserves the right to refuse redemption of certificates reasonably believed to be fraudulent, duplicated, altered, already redeemed, or otherwise invalid.
20. Promotions, Discounts, and Complimentary Certificates
Xscape may periodically offer special pricing or promotions, including:
Holiday gift-certificate promotions;
Weekday or early-bird pricing;
Social-media promotions;
Friends-and-family discounts;
Donated or complimentary certificates;
Promotional codes; and
Other limited-time offers.
Promotions may have their own eligibility requirements, dates, redemption rules, availability limitations, or other conditions disclosed with the offer.
Discounts and promotions may not be combined or stacked unless Xscape specifically permits it.
Promotional or complimentary value is not redeemable for cash except where required by law.
Specific terms presented with a promotion control that promotion if they differ from the general provisions of this policy.
21. Chargebacks and Payment Disputes
Customers who believe there is a problem with a charge are encouraged to contact Xscape first so we have an opportunity to investigate and resolve the issue.
Submitting a payment dispute or chargeback does not automatically override this policy or establish entitlement to a refund.
Xscape may provide reservation records, transaction information, applicable policies, and other relevant documentation to a payment processor or financial institution when responding to a payment dispute.
Nothing in this section limits a customer's rights under applicable law or applicable payment-card rules.
22. Management Discretion
Xscape understands that unusual situations occur.
Xscape! LLC may, at its discretion, make reasonable exceptions to this policy or provide a refund, rescheduling, credit, gift certificate, or other customer-service accommodation based on individual circumstances.
An exception made in one situation:
Does not modify this policy;
Does not establish a permanent business practice;
Does not guarantee an exception for another customer; and
Does not require Xscape to provide the same accommodation in circumstances that differ.
Management discretion will be exercised subject to applicable law.
23. Relationship to Other Xscape Policies
This policy governs reservations, cancellations, rescheduling, refunds, and related booking matters.
Use of the Xscape website is also subject to our Terms of Use and Privacy Policy.
Participation in an Xscape experience is subject to the applicable Participant Waiver and Release, safety instructions, and facility rules.
If a specific promotion or transaction contains additional terms, those terms may also apply.
24. Changes to This Policy
Xscape may update this Booking, Cancellation & Refund Policy from time to time.
Any updated policy will display a revised effective date.
Changes will apply prospectively as appropriate and will not retroactively eliminate rights associated with an existing confirmed reservation where prohibited by applicable law.
25. Contact Xscape
Questions, cancellation notices, and rescheduling requests should be directed to:
Xscape! LLC
63 Wharf St.
Morgantown, WV 26505
Phone: 304-680-2665
Email: eric.xscape@gmail.com