Question About My Booking

I’ve booked my place!…What next?

Whether you’ve reserved your place by making a deposit payment or have fully booked on by paying in full, thank you!… you should receive an automated order confirmation email with details of your booking and a booking order number. This is your proof of purchase and peace of mind that your place has been booked. We do not issue out tickets and we ask that guests take a screenshot or printout of their order in case of any problems on the night. If you have more than one confirmation (i.e a deposit order number and remaining balance order number, please make a note of both order numbers.) It is rarely the case that we have to check details on the door but it’s always best you have the information to hand.

Will I receive tickets in the post?

No we do not issue out tickets. Instead we operate a guest list system. As soon as we receive your booking confirmation, we add your name(s) to that events list. We do advise you keep hold of your booking confirmation number issued on your order email, just in case of any confusion. If you are looking to gift a ghost hunt, we do offer gift vouchers which we are happy to post out. You can order these through the “Gift Ideas” section of our website.

My event date is coming up but I’ve not heard anything yet?

We are in the process of changing the way we send out welcome information and as of the 1st March 2016 we will no longer be sending out welcome emails.  Instead of emailing you all a welcome email you’ll be able to access all information about your event from the “YOUR EVENT” tab from the main menu. This will give you all the information you will need for your night to come, including where to park, when to arrive and what to bring/wear. These details will likely not be available until the week of your event and could be added as late as 48 hours before. If your event is a few weeks away, please keep checking the Your Event tab closer to your event date. Most general information,( google map, arrival times) can be found on the product listing in the meantime.

I’ve paid my deposit, when do I need to pay the balance?

Deposit options are a great way to reserve your place and to spread out the payment. We do however please ask, if opting for deposit reservations, that you pay your remaining balances on time. We will do our best to send reminders out but, as you can appreciate, that can be quite a time consuming task so please don’t wait for a reminder. If your event date is 1st April, the remaining payment is due in by 1st March.

How do I pay my remaining balance(s)?

Just the same way as you paid for your deposits. Head over to the event listing, select the event you have booked on to and at the bottom you will see the drop down menu. From the menu, please select “remaining balance” and add the quantity you require into the cart. Proceed to checkout as normal.

What happens if I miss the deadline for paying my remaining balances?.

We reserve the right to release your spaces if we have not received your remaining balances in on time. We will try our best to send out a reminder email but are under no obligation to do so. It is your responsibility to make a note of when your balances need to be paid. However! You can still pay your remaining balances after the deadline ( 4 weeks before) providing we have not re-sold your places. Head over to the event you have booked onto and select the remaining balance option. If it is in stock, select the quantity as needed and proceed to checkout. If the remaining balance option appears “Out of Stock” then sadly we have re-sold your places. Deposit payments are strictly non-refundable or transferable.

I can’t login in to my account to pay my balance?

If you’ve forgotten your password or for some reason your computer says no,  please try and checkout as a guest. You can by-pass login or registration and we’ll still know to match up your remaining balance order with your deposit order. As long as your booking name hasn’t changed of course!

My order status is “processing”?

Unless you’ve ordered physical goods that require posting, such as gift vouchers or merchandise, your event order will remain as “processing” until after your event has taken place. Please do not worry that your event order status is “processing”.

For physical goods, your order status will change to “completed” once the item(s) have been dispatched, to let you know the goods are on their way.

What happens if I can’t make the event? Can I have a refund?

If you let us know with more than 4 weeks notice of  your event date, we will be happy to refund you the remaining balance. (Please note deposit payments are strictly non-refundable).
If you can’t attend and provide us with less than 4 weeks notice then I’m afraid you will not be entitled to a refund.

What happens if I can’t make the event? Can I transfer onto a different date / event?

If you let us know with more than 4 weeks notice of  your event date, we will  happily consider a request to transfer your booking onto another event, however this is not guaranteed. Please note that there will be a £5 per person administration fee to transfer your dates if your request to transfer is authorised by Management. The administration fee must be paid before your transfer is confirmed. If the event you wish to transfer onto is of a lesser value than your original booking, no refund of the difference will be given. If the event you wish to transfer to is of a higher value, the difference will need to be paid, along with the transfer administration fee, before the booking change is confirmed. The event you request to transfer on to must be within 12 months of your original order.

If you can’t attend and provide us with less than 4 weeks notice then I’m afraid you will not be entitled to a transfer.

I’ve booked 2 places but my friend can’t go, can another friend take their place?

Of course they can! All we ask is that your friend is over 18 and is made aware of the T&C’s. If you, the main booker, can no longer attend but you have found a suitable replacement, please do let us know their name so we can amend the guest list and again, they will have to have been made aware of our T&C’s. Transfers or selling tickets to 3rd parties without our knowledge may result in a refusal of entry so please give us a call to discuss.

Where do I stand with refunds?

We hope we’ve covered all refund questions if you can’t make the event but please check out all our Terms & Conditions for our full refund policy. You’ll have been asked to have read these and agreed to them before being able to proceed with any payment/booking.