Logo
Spanish

Terms and Conditions

Rates

Silent Town Escape Room is priced differently depending on the number of players and play time in each room. Please refer to the game descriptions for specific prices. Silent Town Escape Room reserves the right to change rates without prior notice, these changes will never affect confirmed bookings. Booking and payment policy..

Bookings are made on the Silent Town Escape Room website at least 24 hours in advance through the booking system developed by Escape room director The user will find a calendar with the dates and times available. If it is in green it means that the time is free and can be booked. Once the session has been selected, the user will be asked for their email address, name and surname and a contact telephone number. These fields are obligatory, so if they are not filled in, the booking will not be able to continue. The booking of a session is confirmed once the payment has been completed. La reserva de una sesión queda confirmada una vez se ha finalizado el pago de la misma.

Once the booking has been made, the client will receive an automatic booking notification email reminding them of the booking details and conditions of purchase. If this is not received, please contact us by phone or email explaining the incident. Payment will be made through the Redsys secure payment gateway which will automatically verify that the credit/debit card is activated for secure e-commerce. The following cards are accepted for payment: VISA and Mastercard. The data that must be provided in the payment gateway are: card number, expiry date and verification or security code. Silent Town Escape Room does not have access to the credit card or bank details of the user.

Booking cancellation and modification policy

Bookings cannot be cancelled, but can be changed to another day and time that is available as long as we are notified 72 hours in advance. You will have to contact us through info@silenttownbasauri.com, indicating the modification, as long as the previously established terms are met. Important: It is not possible to change the date a second time, in which case the reservation will be lost and the money will not be refunded. If Silent Town Escape Room is unable to provide its services for technical reasons, for reasons of force majeure or any other reason, the affected reservations may be available on other dates or the current rates will be refunded, according to the user's wishes.

General conditions

Punctuality is very important. Delays are detrimental to the organisation and to our clients' schedules for the following sessions of the activity. All participants must arrive at the time marked on their booking. It is recommended to arrive 5 minutes early to avoid delays and to verify the session by our staff. If there is a delay of 10 minutes or more with respect to the booked time, the game will not be able to start. Attention! In this case it is not possible to cancel the game and the fee is non-refundable. If a team member is missing, a waiting time of 5 minutes is given. If no one else is present, the rest of the team members must start the game. The duration of the games is variable, depending on each room. The Game Master will indicate to the players the time available for each game. If the group does not complete the game within this time, the room manager will end the game. The number of players also depends on each game. Please consult the game descriptions on this website for more specific information. Children under the age of 16 are not allowed to take part in the activity, and those between 16 and 18 must be accompanied by at least one adult or have a signed authorisation. Important: Regarding the participation of people with reduced mobility it is advisable to consult previously by phone or email. Important: Due to some events and tests in the room, pregnant women and people with heart problems are not allowed to play. Silent Town Escape Room will only be responsible for accidents that users may have during the game if this is not due to negligent behaviour. Silent Town Escape Room will exercise the right of non-admission and immediate expulsion from the room in cases where the following conditions are met:

  • Being under the influence of alcohol or any type of drugs or other narcotic substances.
  • Carrying any threatening object towards other people or things.
  • Manifesting and provoking physical and verbal violence against the staff of the hall.
  • Intentionally causing damage and destruction to the mechanisms and props in the hall.
  • Serious lack of personal hygiene.
  • Taking any kind of photographs or videos inside the hall.

It is absolutely obligatory to follow the indications of the room and the recommendations of the game staff, who will always be present on the premises monitoring the players outside the game room. The games and mechanisms of Silent Town Escape Room do not require any kind of force. The room contains fragile and sensitive elements that must be handled with caution in accordance with the explained instructions. Failure to comply with the instructions, misuse of the facilities, recording or photographing the interior of the room will result in immediate expulsion of the players, thus losing the right to continue playing and the right to claim any type of refund and/or financial compensation. Silent Town Escape Room reserves the right to suspend the activity in case of serious technical problems, unforeseen force majeure or indisposition of the worker. Participants will be notified by email and/or telephone as far in advance as possible. In the event that a session that has already begun has to be interrupted, Silent Town Escape Room will provide the client with the opportunity to restart the game on another day of their choice (subject to availability) free of charge.