Reservation, payment, exchange and refund policy

Reservation and payment policy

• Reservations will be made preferably through the Clave Final Escape Room website, although, exceptionally, they may also be made in person or by telephone.
• Only those sessions that remain available will be bookable.
• Once the reservation is made, it is automatically blocked and cannot be reserved by any other team. The facilities will be exclusively at the disposal of your team and no other group will join.
• The prices indicated on our website are always inclusive of VAT.
• For a successful booking the user must make the payment through our virtual POS on the booking page of our website. A payment of 50,00 € will be made to make the reservation of the session, and the rest will be paid in cash in our room on the day of the session.
• Transfer of reservations to a third party is not allowed. It is necessary to contact us in special circumstances.
• The reservation becomes null and void and the entry will be refused if the team does not show up or arrives 15 minutes or more late. In such a situation, due to the nature of the reservation, the money is non-refundable and the reservation cannot be changed.
• We use secure payment systems to protect the security of your credit or debit card payment. Sensitive payment data is transmitted directly and encrypted (SSL) to the financial institution. When making the payment through the secure payment gateway, the system will automatically verify that the credit card is activated for Secure e-Commerce. It will then connect to the issuing bank, which will authorize the transaction. In the event that the Virtual POS will report that the card has been denied, the order will be automatically cancelled. The payment system supports VISA, VISA Electron and MasterCard credit or debit cards. The data you will have to provide are: cardholder’s name, card number, expiration date and verification or security code.
• All the user’s credit card information is only processed in the secure Virtual POS of Banco Santander, so Clave Final Escape Room will not have access to it nor will it be stored in its database.
• Clave Final Escape Room sends a confirmation email to the user with the reservation data. This email is sent to the email address provided by the user during the registration process. If this email is not received, the user must contact Clave Final Escape Room by sending an email to reservas@clavefinal.es.
• The confirmation email sent by Clave Final Escape Room is a Bonus. Clave Final Escape Room staff may ask to show this email to enjoy the game at the time of entry. This voucher is not nominative, so anyone in the group can present it and access the game. In the case of not bringing the reservation form, Clave Final Escape Room staff may ask for proof of identity (ID) to confirm that the reservation data match.
• The confirmation email sent by Clave Final Escape Room will contain a notice to download the Disclaimer document that must be downloaded from the website, filled in by each team member and signed before the start of the game. If they forget this document, the Game Master will deliver the same form to be filled in and signed by the team members in the same room just before the game starts.
• You are solely responsible for entering your data correctly in the online reservation form and disclaimer.

Cancellation and change policy

• It is not strictly necessary to present the exact number of players that appear in the reservation. The amount corresponding to the number of players who show up at the venue will be charged, subtracting the €50.00 of the reservation initially paid.
• In case of cancellation, the total amount of the reservation will NOT be refunded.
• It will be possible to change the date of the reservation provided that 72 hours notice is given by phone call or e-mail (subject to availability).
• In the event that fewer people are present in the room than indicated in the reservation, the rate corresponding to the group present will be applied.
• If the game is attended by more people than the number of people listed in the reservation, without exceeding the maximum number of participants per game, the corresponding rate will be applied to the group present, in cash, once at our facilities.
• In the event that Clave Final Escape Room is unable to carry out the session, the client will be informed as soon as possible to offer to change it for another available time for the same or another day. If the customer does not agree to change the reservation, he/she may choose to cancel it and be refunded the amount paid using the same payment method with which the purchase was made.