How to Request A Escape HQ Refund

• Booking Confirmation Email: Locate the email confirming your escape room booking, which includes your reservation details.
• Transaction ID: Have your transaction ID or reference number handy, found in your booking confirmation email.
• Payment Method Details: Prepare the last four digits of the credit/debit card used or relevant PayPal information to assist with the refund process.
• Reason for Refund: Clearly state the reason for your refund request, ensuring it aligns with Escape HQ's refund policy.
• Before and After Photos: If applicable, take photos of any issues related to your escape room experience that may support your refund claim.
• Proof of Identity: Be ready to provide a form of ID, such as a driver's license or passport, to verify your identity when handling the refund.
• Contact Information: Ensure your contact details are up-to-date, including your email and phone number, for further communication about your refund.
• Clear Communication: Be prepared to communicate with customer service through their official channels, using a respectful and clear tone in your request.

At Escape HQ, we strive to provide exceptional experiences through our immersive escape room adventures. Understanding our users’ circumstances is important for ensuring satisfaction. Here’s an outline of the situations in which users may qualify for a refund based on our policies and practices.

• Cancellation of Booking: Users who need to cancel their booking more than 24 hours in advance may be eligible for a refund of their booking fee, provided the cancellation is communicated through the appropriate channels.
• Rescheduling Requests: If a user requests to reschedule their booking, they might be eligible for a refund if the new date cannot be accommodated within our scheduling limitations.
• Group Size Changes: Users whose group sizes significantly change prior to their booking date may qualify for a partial refund if the change impacts the total cost of the experience.
• Service Availability Issues: In the rare event that a booked escape room is not available for the scheduled time due to unforeseen circumstances, users may be entitled to a full refund or a rescheduled booking.
• Technical Difficulties: Users who experience technical issues affecting their ability to participate fully in the escape room experience may be eligible for a refund or credit, depending on the nature and impact of the issue.

We encourage users to reach out to our support team for any clarifications regarding their specific situations, as each case will be addressed on an individual basis to ensure satisfaction.

At Escape HQ, we aim to provide seamless experiences for our customers engaging in thrilling escape room adventures. However, sometimes users may encounter situations where a refund is necessary. Here are a few scenarios illustrating how refunds can be successfully claimed with us:

• Last-Minute Cancellations: A group had to cancel their booking just a few hours before their scheduled escape room time due to a sudden illness. They contacted Escape HQ's customer service, explained their situation, and received a full refund for their booking as a courtesy.
• Booking Mistakes: A user accidentally booked an escape room for the wrong date. After reaching out to customer support, they were able to change their reservation and received a refund for the initial booking, ensuring they could enjoy their experience on the correct day.
• Gift Voucher Issues: A customer purchased a gift voucher that was subsequently not received by the intended recipient due to an email error. After contacting Escape HQ, the customer received a refund for the voucher, along with assistance in purchasing a new one to ensure the recipient could still enjoy their adventure.
• Technical Glitches: During an online booking, a user experienced a technical issue that caused confusion with their payment. Upon reporting the issue to Escape HQ, they promptly received a refund for the erroneous charge, allowing them to rebook their adventure without any stress.

Tracking your refund status at Escape HQ is straightforward and user-friendly. By leveraging the methods outlined below, you can efficiently stay updated on your refund process.

• Check Your Email: Escape HQ sends confirmation emails as soon as your refund is processed. Look for an email from support@escapehq.co.nz, which will include details about the status of your refund.
• Utilize the Escape HQ Mobile App: If you’re using the Escape HQ mobile app, you’ll receive in-app notifications regarding your refund status. Ensure you have notifications enabled to stay informed.
• Visit Your Account Dashboard: Log into your Escape HQ account and navigate to the Order History section. Here, you can view detailed information regarding your refund status, including any notes on processing times.
• Review the Billing Section: In the Billing section of your account settings, you can find transaction histories, including refunds. This allows you to track whether your refund has been initiated and processed.
• Look for Refund Progress Updates: Escape HQ provides updates during each stage of the refund process. Make sure to check your email and app notifications for progress alerts that inform you when your refund is being processed and when it has been completed.
• Customer Support: If you have further questions about your refund status, don’t hesitate to reach out to Escape HQ’s customer support through your account dashboard. You can submit a request or start a chat for personalized assistance.