Frequently asked questions

Cancel or reschedule by emailing hello@puzzleescaperooms.be. Cancellations less than 48 hours in advance? Let us know by phone on +32 485 23 38 36.

OUR CANCELLATION CONDITIONS

a) Move or cancel Escape rooms:

• Cancellation more than 1 week before activity: 100% refund via gift voucher possible. Transfer to new date is free of charge. 
• Cancellation less than 1 week before activity: gift voucher - €50 cancellation fee possible. Transfer to new date (within 2 weeks) free of charge.
• Cancellation less than 48 hours before activity: no refund possible. Relocation is possible within 2 weeks, subject to a €25 relocation fee. 

If you have not yet paid the amount due for the booking, the above rules also apply: You must therefore still pay in that case!
Present with less than you originally booked? No problem. We cannot refund the money but we will give you the difference in the form of a gift voucher. To make use of this, you need to send an email to hello@puzzleescaperooms.be yourself.

b) If the customer wishes to reschedule or cancel (only valid for the City Walk):

You play the City Walk whenever you wish. Cancellation is therefore not possible as you can choose another date. Refunds are thus also not possible.
c) If Puzzle cancels the escape rooms or walk: 100% refund

You can get hints in every room, and most of the time you can also ask for them yourself. Our gamemasters will give hints when you get stuck. Please note: we do not give hints with the intention that each group escapes. The goal of an escape room is and remains that each group finds its own way to the exit!  

Of course! For larger groups we recommend to play 'The Mental Institution' because this escape room is specially designed for groups from 8 until 18 people and had a playing time of 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. 

Yes, of course! You choose the desired amount and how you want to receive the voucher. We can send it by mail, post or you can pick up the voucher yourself. Click here for more information!

Please arrive 15 minutes before your booking for an introduction. Then you have 60 minutes (or 90 minutes in The Mental Institution) to escape. Afterwards, you can enjoy a drink in our bar and you can discuss your performance with one of our gamemasters. 

You can book on our booking page. You can choose the date and the desired hour depending of the availability of the rooms.  If you have any questions, you can always contact us.

Not at all. The game is suitable for all ages. No physical effort is needed. Even pregnant women can play this game. If desired, we can put a chair in the room.

Send an e-mail to saartje@puzzleescaperooms.be with the following information: code and the name of the person who received the voucher. We'll see what we can do!

Our most successful teams are teams of different ages. From the age of 9, children can participate in the game together with adults. In general, children look more active than adults for clues and therefore they can be an added value. However, we do not recommend this. We also do not recommend locking up, for example, 6 children of 12 + 1 adult. Problem solving is at different levels of difficulty.

From the age of 16, they no longer need to be accompanied by an adult and may take on the challenge alone. 

Yes, don't worry! In each escape room we have provided several "panic buttons". If you push one of these buttons, the front door will open automatically. We also follow every movement you make, so we can always intervene if necessary. If you really don't feel at ease, we will leave the front door unlocked.