Terms of Service

1. Agreement to Terms

By accessing and using LostKey Quest's services, including our escape room facilities located at 21 Adventure Rd, Gold Coast QLD 4217, Australia, you agree to be bound by these Terms of Service. These terms apply to all visitors, users, and others who access or use our services. If you disagree with any part of these terms, you may not access our services.

We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or services following the posting of any changes constitutes acceptance of those changes.

2. Booking and Reservations

All bookings must be made in advance through our website, phone, or email. We accept bookings for groups of 2 to 8 players, depending on the specific room chosen. Payment is required at the time of booking to confirm your reservation. We accept major credit cards, debit cards, and other payment methods as indicated on our booking platform.

Cancellations must be made at least 48 hours before your scheduled booking time to receive a full refund. Cancellations made less than 48 hours before the booking time will result in forfeiture of the booking fee. In cases of emergency or extenuating circumstances, please contact us directly, and we will make every effort to accommodate rescheduling.

We reserve the right to cancel or reschedule bookings due to unforeseen circumstances, including but not limited to equipment failure, staff shortage, or emergency situations. In such cases, you will be offered a full refund or the option to reschedule at no additional cost.

3. Age Requirements and Supervision

Participants must be at least 10 years old to participate in our escape rooms. Children under 16 years of age must be accompanied by an adult (18 years or older) at all times during the experience. The accompanying adult is responsible for the behavior and safety of all minors in their group.

Some of our rooms may contain themes or content that is not suitable for younger children. We recommend reviewing the room descriptions and difficulty ratings before booking. Our staff can provide guidance on age-appropriate rooms for your group.

4. Safety and Conduct

Your safety is our top priority. All participants must follow the safety instructions provided by our staff before entering any escape room. Emergency exits are clearly marked and accessible at all times. If you feel uncomfortable or need to leave the room for any reason, notify our staff immediately through the provided communication system.

Participants must not engage in any behavior that could damage our property, endanger themselves, or others. This includes but is not limited to: forcing locks or mechanisms, climbing on furniture or props, running, rough play, or any form of vandalism. We reserve the right to terminate any session without refund if participants engage in unsafe or destructive behavior.

Participants under the influence of alcohol or drugs will not be permitted to participate. We reserve the right to refuse service to anyone who appears intoxicated or whose behavior poses a safety risk.

5. Health and Physical Requirements

Our escape rooms may involve physical activity including standing, walking, bending, and reaching. Some rooms may contain low lighting, enclosed spaces, sudden sounds, or other sensory elements. If you have any medical conditions, physical limitations, or concerns about participating, please inform our staff before your session.

Participants with claustrophobia, heart conditions, epilepsy, or other conditions that may be affected by the escape room environment should carefully consider whether participation is appropriate. We are not liable for any health issues that arise during or after participation in our escape rooms.

Pregnant women should consult with their healthcare provider before participating. We recommend that individuals who are pregnant, especially in later stages of pregnancy, avoid participating in our more physically demanding rooms.

6. Liability and Assumption of Risk

By participating in LostKey Quest activities, you acknowledge that you are voluntarily participating in these activities and assume all risks associated with such participation. To the fullest extent permitted by law, LostKey Quest, its owners, employees, and affiliates shall not be liable for any injuries, losses, or damages arising from your participation in our escape rooms.

You agree to indemnify and hold harmless LostKey Quest from any claims, damages, or expenses (including legal fees) arising from your violation of these Terms of Service or your participation in our activities. This includes any damage you cause to our property or equipment.

7. Photography and Recording

For security and intellectual property protection, photography and video recording inside our escape rooms are strictly prohibited unless explicitly authorized by our staff. We may take photographs or videos during your experience for marketing and promotional purposes. By participating, you grant us permission to use such media.

If you do not wish to be photographed or filmed, please inform our staff before your session begins. We will make reasonable efforts to accommodate your request, though we cannot guarantee that you will not appear in background shots of group photos.

8. Intellectual Property

All content, designs, puzzles, themes, and other intellectual property associated with LostKey Quest are owned by us or our licensors and are protected by copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any of our content without express written permission.

Sharing solutions, hints, or detailed descriptions of our escape room puzzles on social media or other public platforms diminishes the experience for future participants and is strongly discouraged. While we appreciate reviews and feedback, we request that you avoid posting spoilers.

9. Privacy and Data Protection

We collect and process personal information in accordance with our Privacy Policy. By using our services, you consent to the collection and use of your information as described in our Privacy Policy. We take the security of your personal data seriously and implement appropriate measures to protect it.

Your personal information will be used to process bookings, communicate with you about your reservation, and improve our services. We do not sell or share your personal information with third parties except as necessary to provide our services or as required by law.

10. Gift Certificates and Promotional Offers

Gift certificates purchased from LostKey Quest are valid for 12 months from the date of purchase. They are non-refundable and cannot be exchanged for cash. Lost or stolen gift certificates cannot be replaced.

Promotional offers and discounts are subject to specific terms and conditions that will be clearly stated at the time of the offer. Promotional codes cannot be combined with other offers unless explicitly stated. We reserve the right to modify or cancel promotional offers at any time.

11. Force Majeure

LostKey Quest shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, labor disputes, government restrictions, or public health emergencies. In such events, we will make reasonable efforts to contact affected customers and offer rescheduling or refunds as appropriate.

12. Governing Law and Dispute Resolution

These Terms of Service shall be governed by and construed in accordance with the laws of Queensland, Australia. Any disputes arising from these terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of Queensland.

In the event of any dispute, we encourage you to contact us first to attempt to resolve the matter informally. We are committed to working with our customers to find fair and reasonable solutions to any concerns.

13. Severability

If any provision of these Terms of Service is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving its original intent.

14. Contact Information

If you have any questions about these Terms of Service, please contact us:

• Address: 21 Adventure Rd, Gold Coast QLD 4217, Australia
• Phone: +61 7 5611 8826
• Email: [email protected]

15. Entire Agreement

These Terms of Service, together with our Privacy Policy, constitute the entire agreement between you and LostKey Quest regarding your use of our services and supersede all prior agreements and understandings, whether written or oral, relating to the subject matter herein.