Terms & Conditions

1. Booking & Payment

All reservations must be made in advance through our online booking system. We recommend booking ahead to secure your preferred date and time, as walk-in availability is not guaranteed. Full payment is required at the time of booking to confirm your reservation. By completing a booking, you agree to these Terms and authorize the applicable payment charges.

• Prices are listed at the time of booking and may vary by room and time slot.
• All charges are processed securely through Bookeo and its payment partners.
• Your booking confirmation will be sent to the email address provided at checkout.

2. Cancellation & Rescheduling Policy

No refunds are offered under any circumstances once a booking is completed. However, we understand that plans change. We will reschedule your booking at no charge provided that you notify us at least 1.5 hours before your scheduled game time. Rescheduling requests made less than 1.5 hours before your booking, or no-shows, will forfeit the full booking amount.

To request a reschedule, please contact us by phone at 385-236-3409 or by email at provo@theescapekey.us.

3. Group Size & Capacity

Our escape rooms are designed for groups of 2–8 players. The optimal experience is with approximately 4 players per room.

• Minimum group size is 2 players; smaller groups may require additional hints to complete the experience.
• Maximum capacity per room is 8 players.
• Larger groups (e.g., 9–40+ people) can be accommodated by splitting into multiple smaller teams across available rooms. Please contact us in advance to arrange a private or multi-room event.

4. Age Policy

We welcome guests of all ages. There is no minimum age restriction. Infants in arms are permitted. We ask that parents and guardians use their judgment about whether the content and atmosphere of a specific room is appropriate for younger children, as some rooms may have dim lighting or suspenseful themes.

5. Guest Conduct

To ensure the safety and enjoyment of all guests, we require that all participants:

• Follow all instructions provided by our staff before and during the game.
• Treat the room props, puzzles, and equipment with care. Guests who intentionally damage property may be held liable for repair or replacement costs.
• Refrain from using excessive force on any locks, doors, or game elements.
• Refrain from bringing outside food, drinks (other than sealed water), or smoking/vaping into the escape rooms.
• Refrain from behavior that is disruptive, threatening, or harmful to other guests or staff.

We reserve the right to remove any guest from the premises without a refund if their conduct endangers others, damages property, or disrupts the experience for other guests.

6. Participation & Liability Waiver

Participation in our escape room experiences is entirely voluntary. Our rooms involve physical activity, including walking, standing, bending, and in some cases navigating in low-light environments. By booking and participating, you acknowledge and accept the following:

• You participate at your own risk and assume all inherent risks associated with the activity.
• The Escape Key and its staff, owners, and affiliates shall not be liable for any personal injury, illness, loss, or damage to personal property that occurs during your visit, except in cases of gross negligence or willful misconduct on our part.
• Guests with physical limitations, medical conditions, or concerns are encouraged to consult their physician before participating and to notify our staff of any accessibility needs prior to the game.

By completing a booking, you agree that this section constitutes a binding release of liability to the fullest extent permitted by applicable law.

7. Photography & Recording

Photography and video recording inside the escape rooms are not permitted during active gameplay. Staff may take photos or video in common areas for promotional purposes; if you prefer not to be photographed, please inform a staff member.

8. Intellectual Property

All room designs, storylines, puzzles, props, and related content are the proprietary intellectual property of The Escape Key. Guests may not reproduce, photograph for commercial purposes, or share detailed puzzle solutions publicly. Violation of this provision may result in legal action.

9. Walk-Ins & Availability

Walk-in guests are welcome if availability exists during public time slots. However, we may be temporarily closed if no active reservations are scheduled for a given time. We strongly recommend booking in advance to guarantee your spot.

10. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Utah, without regard to its conflict-of-law provisions. Any disputes arising from these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts located in Utah County, Utah.

11. Changes to These Terms

We reserve the right to update or modify these Terms at any time. Changes will be posted on this page with a revised "Last updated" date. Your continued use of our website or services after any changes constitutes your acceptance of the updated Terms.

12. Contact Us

If you have any questions about these Terms & Conditions, please contact us:

• Business: The Escape Key – Provo
• Address: 225 North University Ave, Provo, UT 84601
• Email: provo@theescapekey.us
• Phone: 385-236-3409