Frequently asked questions

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Where do I enter the code of my giftcard?

Received a giftcard? Cool! Click this link to insert the code. Afterwards, the gifted amount is deducted from the total amount of the booking!

CAN WE PAY ON-SITE WITH BANCONTACT OR VISA?

Yes, it is possible! You can pay on-site by card (Bancontact, VISA or Mastercard) or via Payconiq by Bancontact. We do NOT accept cash. 

WHAT ABOUT ALCOHOL AND DRUGS?

We reserve the right to decide when people are no longer able to play the game in a decent way. We invest a lot of time and energy in building our escape games, which means that we don't want to take the risk to endure damages. As soon as we notice that people have drunk too much, we will refuse these people. The cost of the game will not be refunded. Drugs usage is generally forbidden.

I DIDN'T RECEIVE A CONFIRMATION E-MAIL, WHAT NOW?

Oops, you probably haven't completed the booking. No panic, just try again. If it still doesn't work, please send an e-mail to saartje@puzzleescaperooms.be

IS THE ESCAPE ROOM SCARY OR TERRIFYING?

No, except for our room 'House on the Hill' because this one has a horror theme. The other rooms aren't haunted houses where the intention is to scare you, but we're making sure that there is excitement by running a race against time. Excitement? Certainly, but no fear!

CAN I MAKE PHOTOS AND / OR VIDEOS IN THE ESCAPE ROOM?

No. This is absolutely forbidden! All smarthphones are locked in personal lockers because afterwards we don't have any control over what happens with these photos or videos. They could end up on social media, giving all the clues.

After the game we always take a group photo that we then share on our facebook page.

CAN I FOLLOW MY FRIENDS WHEN THEY ARE PLAYING?

Yes, you can! We have provided a live stream in our bar in Ghent, Ostend & Courtrai. You can enjoy their escape attempts with a drink (and a bite).

CAN WE EAT SOMETHING BEFORE OR AFTER THE ESCAPE GAME?

Yes! We work together with some restaurants nearby. Together, we have made some fun and cheap formulas, including an escape game! All the restaurants are within walking distance of Puzzle.

If you would like more information about these interesting formulas and about the restaurants, click here.

I WANT TO ORGANISE A TEAMBUILDING. WHAT ARE THE OPTIONS?

For a team building you are at the right place at Puzzle! We recommand to play 'The Mental Institution because this escape room is specially designed for larger groups from 8 up to 18 people.  The playing time is 90 minutes. 

You can also split up the group into 2 or more groups and play either simultaneously or one after the other. If the groups play after each other, one group can always watch the other group live. Below, we list the possibilities per city: 

  • In Ostende up to 20 people simultaneously
    • Cabaret Montmartre (2-6 people)
    • The Submarine (4-8 persons)
    • The Secret of King Sandur (3-6 persons)
  • In Ghent up to 31 persons simultaneously
    • The Russian Lab (2-7 persons)
    • The Secret Chocolate Factory (2-6 people)
    • The mental Institution (8-18 people)
  • In Aalst up to 8 people simultaneously
    • The Manhunt for Jan De Lichte (4-8 people)
  • In Courtrai up to 14 people simultaneously
    • The Contamination (4-8 persons)
    • House on the hill (4-6 persons)

You can also choose to eat before or after the escape room at one of our partners. You can find the Escape & Eat formulas here. 

CAN I HAVE AN INVOICE?

Of course! Please provide the billing information via the contact form. Then we will update the invoice and send it to you immediately.

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