Cancellation, Rescheduling and Deposit Policy

1. Deposit

• Every booking is confirmed by a deposit paid online when you book. Without a deposit, the time slot stays open to other groups.
• The deposit is the price of one admission for the scenario you book. There is one deposit per booking, whatever the number of players.
• The deposit comes off your total; it is not an extra charge. The balance is paid online when you book or on site before your game starts.
• Renting the party room does not require a deposit.

Deposit and cancellation window

• Regular scenarios: $33.92 deposit plus tax ($39.00 tax included), 12 hours before your game.
• Falderon Forest: $38.27 deposit plus tax ($44.00 tax included), 24 hours before your game.
• The Castle of Eternal Suffering: $80.02 deposit plus tax ($92.00 tax included), 24 hours before your game.
• Kids’ party package: $33.92 deposit plus tax ($39.00 tax included), 12 hours before your game.

2. Cancellations

The window is counted back from the start time on your booking.

• Before the window: your deposit is refunded in full to your original payment method within 5 to 10 business days.
• After the window: your deposit is non-refundable.

3. Rescheduling

• Each booking can be rescheduled once for free (date, time or game), if you ask before the cancellation window and space allows. The deposit moves with the booking.
• Once you have used that reschedule, the deposit becomes non-refundable, even if you cancel before the window. A second reschedule is not offered.
• The new date must be within 12 months of the original booking.
• Switching to a more expensive scenario means the deposit and balance are adjusted.
• After the window, rescheduling is no longer possible: the request is treated as a cancellation.

4. Number of players

• The price is based on the number of players on the booking. That amount is still owed if some players do not show up.
• You can add players up to the start of the game, as long as the scenario has space.
• To lower the number of players, contact us before the cancellation window.

5. Arrival, late arrivals and no-shows

• Arrive 15 to 20 minutes before your booked time for check-in and instructions.
• Running late? Call your location (numbers in section 10): we keep your slot and you play with the time left, at full price.
• If we have not heard from you 15 minutes after your booked time, the slot is released, the deposit is not refunded and no reschedule is offered.

6. If we cancel

If we have to cancel your game (technical failure, power outage, storm or anything else beyond our control), you choose between a full refund of what you paid or a free reschedule, depending on availability.

7. Exceptions

The windows apply to every booking. Once the window has passed, the deposit is never refunded in cash. Management may, at its sole discretion, move the deposit to a new date. This is a courtesy, not a right, and proof may be requested.

8. Gift cards and promotions

• A booking paid with a gift card follows the same policy. For a late cancellation or a no-show, the deposit amount is kept from the card and the rest can still be used.
• Bookings at a promotional price follow the same policy, unless stated otherwise.

9. Groups and private events

Groups of 18 or more, private events and corporate bookings are covered by a separate agreement, shared when you book.

10. How to cancel or reschedule

• Online, with the link in your confirmation email. This is the best way: your request is time-stamped automatically.
• By phone, or on our voicemail outside opening hours: Saint-Jean-sur-Richelieu 450-390-1110, Quebec City 581-741-4822.
• By email: info@sauvequipeut.ca (Saint-Jean-sur-Richelieu) or info-quebec@sauvequipeut.ca (Quebec City).

A voicemail or email counts from the date and time we receive it, even if we are closed at that moment. Include your name, the location, and the date and time of your booking.

11. Acceptance

By booking and paying the deposit, you confirm that you have read and accept this policy and our Terms and Conditions.