Refund Policy

Last updated: 3 September 2026

The short version

Rooms are digital, and you get them instantly. That means the usual 14-day cooling-off period does not apply once you have started — but if something is broken, or you cannot play, we will put it right or refund you.

Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you would normally have 14 days to cancel an online purchase.

For digital content downloaded or streamed immediately, that right ends once supply begins — but only if you have expressly agreed to it starting straight away and acknowledged that you lose the right to cancel. We ask you to confirm exactly that at checkout, and we record when you did.

If you have not yet opened the room, you keep the full 14-day right to cancel and a full refund. Email hello@tavernescapes.com with your order reference.

When we will refund you

We will refund you in full if:

• The room does not work and we cannot fix it for you.
• You were charged twice for the same thing.
• You bought the wrong room and have not opened it.
• The room was not as described.

We will usually refund you if:

• A technical fault on our side spoiled your session, and you tell us within 7 days.

We will not usually refund you if:

• You finished the room and did not enjoy it.
• Your internet connection, device or browser stopped you playing, and the room itself is working normally.
• Nobody in your crew turned up.
• You bought the wrong room, opened it, and then decided.

None of this affects your legal rights if the content is faulty, not as described, or unfit for purpose — the Consumer Rights Act 2015 applies whatever this page says.

Gifts and transfers

A gifted room can be refunded to the person who paid, as long as the recipient has not claimed it. Once claimed it belongs to them and only they can ask about it.

A room you have passed on to someone else cannot be refunded once they have accepted it.

Subscriptions

The Full Vault renews yearly. Cancel any time from your account and you keep access until the end of the period you have paid for. We do not refund part-years, but we will never charge you again after you cancel.

If a renewal takes you by surprise, tell us within 14 days and we will refund it, provided you have not played anything since it renewed.

How to ask

Email hello@tavernescapes.com with your order reference and what went wrong. We aim to answer within 2 working days.

Refunds go back to the card you paid with, and usually take 5–10 working days to appear — that part is your bank, not us.

If we cannot agree

Please try us first. If we reach a dead end you can escalate to your card issuer, or contact Citizens Advice consumer service on 0808 223 1133.

What one purchase buys

Buying a room gives you one play-through. The room opens when you first go in and stays open until you escape or for 48 hours after that first entry, whichever comes first — so a dropped connection, a crashed browser or an evening that has to stop early does not cost you the purchase. Come back the next day and carry on.

Once you have escaped, that room is finished. Your time stays on your profile and on the room's leaderboard.

If something went wrong and you never got a fair go at it, tell us what happened and we will either reopen the room or refund you.