DropBear Escape Rooms – Terms & Conditions
By making or confirming a booking with DropBear Escape Rooms, the person making the booking agrees to these Terms & Conditions on behalf of all participants included in the booking.
Please read these terms carefully, particularly the sections relating to participant numbers, cancellations, no-shows and complimentary tickets.
1. Booking Confirmation
A booking is not confirmed until it has been accepted and confirmed by DropBear Escape Rooms.
Submitting a booking enquiry or group booking request does not guarantee availability.
The person making the booking is considered the booking organiser and is responsible for providing accurate information, communicating relevant booking details to the group and arranging payment of any outstanding balance.
2. Participant Numbers
Please book for the number of paying participants you reasonably expect to attend.
Your participant number is important because larger groups may require us to:
reserve multiple escape rooms at the same time;
prevent those rooms from being booked by other customers; and
roster additional staff specifically for your group.
If your group size changes, please notify us as early as possible.
Reducing the number of paying participants is treated as a partial cancellation and is subject to our cancellation policy below.
Additional participants may be added subject to room capacity, staffing and availability.
Complimentary young children and eligible carers should not be included as paid participants when booking, but you must tell us they will be attending. See the Complimentary Tickets section below.
3. Cancellation Policy
Our standard cancellation fees are:
More than 24 hours before the booking: 3% cancellation fee
Less than 24 hours before the booking: 20% cancellation fee
Less than 12 hours before the booking: 40% cancellation fee
Less than 3 hours before the booking: No refund
Where only part of a booking is cancelled, including a reduction in participant numbers, the applicable cancellation fee will normally apply to the value of the cancelled portion of the booking.
For example, if a booking is reduced from 20 paying participants to 15, the cancellation conditions apply to the five participants being removed.
Please contact us as early as possible if you need to cancel, reschedule or reduce your numbers.
4. No-Shows
Participants who do not attend and for whom we have not been given prior notice are considered no-shows.
No-shows remain fully payable and are not eligible for a refund.
This is particularly important for larger bookings.
For example, a booking for 20 people may require us to reserve three escape rooms at the same time and roster additional staff specifically for that group. If only 10 people arrive without advising us beforehand, we have still held that capacity and may have incurred additional staffing costs based on the original booking.
Please do not wait until you arrive to tell us that your group has become substantially smaller.
5. Changes Within 24 Hours
Reductions in participant numbers made within 24 hours of the booking are treated as partial cancellations and are subject to the applicable cancellation fee.
Changes to participant numbers are not guaranteed where they would affect room allocation, staffing or other bookings.
Where appropriate, we may take into account whether released capacity can reasonably be resold or whether costs associated with the booking can be reduced.
6. Increasing Participant Numbers
If you would like to add people to your booking, please contact us as soon as possible.
Additional participants can only be accepted where room capacity, staffing and availability allow.
For larger increases, an additional escape room or additional staff may be required.
We cannot guarantee that additional participants who arrive unexpectedly on the day will be able to take part.
7. Complimentary Tickets – Young Children and Carers
DropBear Escape Rooms offers complimentary admission in certain circumstances for young children and eligible carers.
Children Under 6
Children under 6 may participate free of charge when attending as part of a paying group.
Carers
An eligible carer accompanying and supporting a participant may attend free of charge when a valid Companion Card is presented.
Complimentary admission applies to the eligible carer and does not reduce the minimum booking charge.
Minimum Booking Charge
Escape room bookings have a minimum charge equivalent to two paying participants, currently $110.
Complimentary children and carers are applied after the minimum booking charge has been met.
For example:
A group of 2 people, where one participant is under 6, is still charged the minimum booking price of $110.
A group of 4 people, where one participant is an eligible complimentary carer or a child under 6, is charged for 3 paying participants – $135.
A group of 3 people, where one participant is an eligible complimentary carer or a child under 6, is charged the minimum two-person price of $110.
How to Add a Complimentary Participant
Please do not include complimentary children or carers as paid participants when making your online booking.
After booking, reply to your booking confirmation email and let us know that a complimentary child or carer will be attending.
Complimentary participants must still be declared in advance and count toward the maximum capacity of the escape room, even though they are not charged.
We cannot guarantee that an undeclared additional participant can be accommodated if doing so would exceed the capacity of the room.
VR Experiences
Complimentary admission does not apply to VR experiences.
Every person participating in a VR experience must have a paid ticket, including young children and carers.
8. Rescheduling
Requests to reschedule a booking should be made as early as possible.
Rescheduling is subject to availability and may be subject to the same notice periods and reasonable costs that apply to cancellations.
A request to reschedule does not automatically cancel or replace the existing booking until the change has been confirmed by DropBear Escape Rooms.
9. Arrival Time
Please ensure your group arrives at least 15 minutes before your scheduled booking time.
This allows time for check-in, team organisation and the game briefing before your scheduled start.
Our escape rooms operate to a timetable and bookings may be scheduled immediately before or after yours.
If your group arrives late, your game may need to be shortened so that later bookings are not affected.
If your group is significantly late, we may be unable to run all or part of the booking. In this situation, a refund may not be available.
10. Group Organisation and Room Allocation
For larger bookings, DropBear Escape Rooms may divide participants between different escape rooms based on room capacities, availability and the size of the group.
Where possible, we will take group preferences into account, but particular room allocations cannot always be guaranteed.
The booking organiser should ensure all participants know which venue they are attending and arrive together and on time.
11. Payment
The booking organiser is responsible for ensuring the booking is paid in accordance with the payment arrangements agreed at the time of booking.
Where individual participants are contributing towards the cost, responsibility for collecting those payments remains with the booking organiser unless otherwise agreed with DropBear Escape Rooms.
A participant choosing not to attend does not automatically remove their portion of the booking cost.
12. Children and Supervision
Parents, guardians and group organisers are responsible for ensuring children and young people are appropriately supervised and comply with any age or supervision requirements stated for the relevant escape room or booking.
Children must remain under appropriate supervision while at the venue.
Complimentary admission for children under 6 does not mean that the child is excluded from the room's maximum participant capacity.
13. Behaviour and Safety
All participants must follow reasonable instructions given by DropBear Escape Rooms staff, including instructions relating to safety and the use of escape room equipment.
Participants must not deliberately damage, misuse or interfere with props, equipment, fixtures or the premises.
DropBear Escape Rooms reserves the right to stop a game or refuse participation where a person's behaviour:
creates a safety risk;
causes unreasonable disruption;
threatens or abuses staff or other customers; or
risks damage to the premises or equipment.
A refund will not normally be provided where participation is refused or a game is stopped because of a participant's behaviour.
14. Alcohol and Intoxication
Participants must not take part if they are so affected by alcohol or other substances that they cannot safely participate or follow staff instructions.
DropBear Escape Rooms may refuse entry or participation where staff reasonably believe a participant poses a safety risk to themselves, staff, other customers or the venue.
15. Damage
Participants may be responsible for the reasonable cost of repairing or replacing property that is deliberately damaged or damaged through reckless or inappropriate behaviour.
Normal wear and tear, equipment failure and damage occurring while correctly following staff instructions are not included.
16. Personal Belongings
Participants are responsible for their own personal belongings.
Please follow any staff instructions regarding where bags, phones or other items should be stored during the game.
17. Technical or Operational Problems
If a significant technical or operational problem occurs during your experience, please notify a staff member immediately so we have an opportunity to resolve it.
Where DropBear Escape Rooms is unable to provide a substantial part of the booked experience because of a problem within our control, we will provide an appropriate remedy, which may include rescheduling, credit or a refund depending on the circumstances.
18. Cancellation by DropBear Escape Rooms
In the unusual event that we need to cancel a booking, we will contact the booking organiser as soon as reasonably possible.
Where we cannot provide the booked service, we will offer an appropriate alternative booking, credit or refund as applicable.
We are not responsible for additional expenses incurred by customers in connection with attending the booking, except where required by law.
19. Booking Organiser Responsibilities
The person making the booking is responsible for:
providing accurate participant numbers;
advising us promptly of changes;
advising us of any complimentary children or carers attending;
communicating relevant booking conditions to the group;
ensuring participants have the correct date, time and location;
ensuring the group arrives on time; and
arranging payment of any outstanding balance.
20. Correct Venue
Escape room bookings take place at:
DropBear Escape Rooms
Factory 18/18 Racecourse Road
Pakenham VIC 3810
Our escape rooms are NOT located at DropBear HQ Arcade on Main Street.
Please make sure every member of your group has the correct address before travelling.
Arriving at the wrong venue may result in your group arriving late and may reduce the amount of game time available.
21. Australian Consumer Law
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law or other applicable legislation.
Where these terms refer to cancellation fees, refunds or other charges, they apply only to the extent permitted by law.
22. Acceptance of These Terms
By confirming a booking, paying a deposit or booking fee, or accepting these terms as part of the booking process, the booking organiser confirms that they have read and accepted these Terms & Conditions on behalf of the group.
Where a booking is made on behalf of other participants, the booking organiser is responsible for making the relevant booking information and conditions available to those participants..