Terms & Conditions

Last updated: [Month Day, Year]

These Terms and Conditions (“Terms”) govern your use of the Pinnacle Escape Rooms website and your purchase or reservation of experiences, products, gift cards, or other services offered by Pinnacle Escape Rooms LLC (“Pinnacle Escape Rooms,” “we,” “us,” or “our”).

By accessing our website, making a reservation, purchasing a product or gift card, or participating in an experience, you agree to these Terms. If you do not agree to these Terms, please do not use our website or services.

1. Eligibility and Authority

You must be at least 18 years old to make a reservation or purchase through our website.

When making a reservation for a group, you represent that you are authorized to make the reservation on behalf of the participating members of your group and that you will communicate applicable rules, policies, and requirements to them.

Participants under 18 may be required to have a waiver completed by a parent or legal guardian and may be subject to adult-supervision requirements.

2. Reservations

Pinnacle Escape Rooms operates primarily through advance reservations. Reservations are subject to availability and are not guaranteed until payment has been successfully processed and a confirmation has been issued.

The individual making the reservation is responsible for reviewing the reservation details, including:

• Location
• Experience selected
• Reservation date and time
• Number of participants
• Applicable age recommendations or restrictions
• Accessibility information
• Price and applicable charges

Customers should contact us promptly if a reservation confirmation contains an error.

3. Pricing and Payment

Prices are displayed during the booking process and may vary based on the experience, reservation time, group size, promotion, or other applicable factors.

Unless otherwise stated, payment is due at the time of booking. Applicable taxes and any required fees will be disclosed before the customer completes payment.

By submitting payment information, you represent that you are authorized to use the selected payment method.

We may correct pricing, availability, or booking errors. If an error affects a completed reservation, we will contact the purchaser and provide an appropriate correction, replacement, credit, or refund.

4. Arrival and Check-In

Customers should arrive at least [15 minutes] before their scheduled reservation time to allow for check-in, waiver completion, safety instructions, and other preparations.

Experiences operate on a fixed schedule. Late arrival may reduce the amount of time available to complete the experience.

Customers arriving more than [15 minutes] after their scheduled start time may be denied entry or have their reservation treated as a missed reservation. Refunds or credits are not guaranteed for late arrivals.

All participants may be required to present identification, confirm their reservation, and complete required waivers before participating.

5. Cancellations and Rescheduling

Reservations may be cancelled or rescheduled according to the following policy:

• Requests made at least [48 hours] before the scheduled reservation may be rescheduled or receive [a refund/store credit].
• Requests made less than [48 hours] before the scheduled reservation are [nonrefundable/not eligible for rescheduling].
• Missed reservations and no-shows are nonrefundable.
• Changes are subject to availability.
• Promotional, discounted, private-event, or group reservations may have additional restrictions.

Requests must be submitted by contacting Pinnacle Escape Rooms using the contact information listed below.

We may make reasonable exceptions in cases involving severe weather, emergencies, or other circumstances at our discretion. An exception provided on one occasion does not require us to provide the same exception in the future.

6. Cancellations by Pinnacle Escape Rooms

We may cancel, delay, relocate, or modify a reservation because of equipment failure, staffing issues, severe weather, utility interruption, safety concerns, governmental action, building conditions, or other circumstances beyond our reasonable control.

If we cancel an experience and cannot provide a reasonable replacement time, the purchaser will generally be offered a rescheduled reservation, store credit, or refund of the amount paid for the affected reservation.

We are not responsible for incidental expenses caused by a cancellation, including travel costs, lodging, meals, transportation, or lost wages.

7. Group Size and Additional Participants

Each experience has a minimum and maximum recommended or permitted group size.

Additional participants may be added only if space is available, the room’s maximum capacity will not be exceeded, and any additional admission charges are paid.

A decrease in group size does not necessarily entitle the purchaser to a partial refund, particularly when the reservation price is based on a private-room or minimum-group rate.

8. Participation Requirements

Participation may involve dim lighting, flashing or changing lights, sound effects, enclosed spaces, theatrical effects, physical movement, bending, reaching, or interaction with props and equipment.

Customers are responsible for reviewing available experience descriptions and contacting us before booking with questions about accessibility, mobility, sensory effects, medical concerns, or other participation requirements.

Participants must follow all safety instructions and staff directions.

Participation may also require completion of a separate waiver and release. These Terms do not replace or limit any separately executed waiver or participation agreement.

9. Customer Conduct

Participants must behave safely, respectfully, and lawfully while on the premises.

The following conduct is prohibited:

• Threatening, abusive, discriminatory, or disruptive behavior
• Harassment of staff or other customers
• Intentional damage to rooms, props, puzzles, equipment, or facilities
• Excessive force or unauthorized disassembly of objects
• Entering restricted or staff-only areas
• Tampering with cameras, sensors, electrical systems, safety devices, or building systems
• Possession of weapons or illegal substances
• Participation while dangerously impaired by alcohol, cannabis, medication, or another substance
• Refusal to follow staff instructions
• Recording or photographing restricted portions of an experience
• Sharing puzzle solutions, proprietary materials, or confidential game content in a manner intended to undermine the experience for others

We may refuse admission or remove any participant whose conduct creates a safety risk, disrupts operations, damages property, or violates these Terms.

A participant removed for misconduct is not entitled to a refund.

10. Damage to Property

Customers may be held responsible for damage caused by intentional conduct, misuse, reckless behavior, prohibited actions, or failure to follow staff instructions.

Normal interaction with puzzles and props, when performed according to instructions, will not result in damage charges.

The person making the reservation may be contacted regarding damage associated with members of their group. Nothing in this section automatically makes the purchaser legally responsible for every action taken by another participant where such responsibility is not permitted by law.

11. Personal Property

Customers are responsible for their own clothing, bags, phones, valuables, and other personal property.

Pinnacle Escape Rooms is not responsible for personal property that is lost, stolen, misplaced, or damaged, except where responsibility cannot legally be excluded.

Any property found on the premises may be held for a limited period and then discarded, donated, or otherwise handled according to our lost-property procedures.

12. Photos, Video, and Recording

Customers may not photograph, record, livestream, reproduce, or distribute puzzles, room layouts, solutions, game materials, proprietary technology, or other restricted portions of an experience without written permission.

We may permit photographs in specifically designated areas.

Our premises may use video and audio monitoring for game operation, customer assistance, safety, security, and incident documentation. Additional information regarding personal information and recordings is provided in our Privacy Policy.

Promotional use of identifiable customer photographs or recordings will be handled according to any applicable consent or release.

13. Gift Cards and Promotional Offers

Gift cards, vouchers, discount codes, and promotional offers are subject to any terms displayed at the time of purchase or issuance.

Unless otherwise stated:

• Gift cards may be applied only to eligible Pinnacle Escape Rooms purchases.
• Gift cards are not redeemable for cash except where required by law.
• Promotional codes cannot be combined unless expressly permitted.
• Discounts cannot be applied retroactively.
• Lost or stolen gift cards may not be replaceable without proof of purchase.
• Resale of promotional codes or gift cards may be prohibited.

Gift-card expiration and fee policies will comply with applicable law.

14. Website Use

You may use our website only for lawful personal or business purposes related to learning about, purchasing, or participating in our services.

You may not:

• Attempt to gain unauthorized access to the website or its systems
• Interfere with website operation or security
• Introduce malicious code
• Use automated tools to scrape or copy website content without permission
• Impersonate another person
• Submit fraudulent reservations, payments, reviews, or inquiries
• Use the website in violation of applicable law

We may suspend or restrict access to the website when reasonably necessary to protect our business, customers, systems, or legal rights.

15. Intellectual Property

The Pinnacle Escape Rooms name, branding, logos, website content, room concepts, puzzle designs, scripts, graphics, photographs, videos, audio, software, written materials, and other original content are owned by or licensed to Pinnacle Escape Rooms LLC and are protected by applicable intellectual-property laws.

You may not copy, reproduce, modify, publish, sell, commercially exploit, or create derivative works from this content without written permission.

Nothing in these Terms prohibits customers from providing honest reviews, commentary, criticism, or other legally protected opinions about their experience.

16. Third-Party Services

Our website may use or link to third-party booking systems, payment processors, waiver platforms, mapping services, social-media platforms, or other external services.

We are not responsible for the availability, content, security, or independent practices of third-party services. Your use of those services may also be governed by their own terms and privacy policies.

17. Website Availability and Accuracy

We try to keep website information accurate and current, but we do not guarantee that all descriptions, schedules, prices, availability, photographs, or other content will always be complete, accurate, or error-free.

Website access may occasionally be interrupted for maintenance, upgrades, technical problems, security issues, or circumstances beyond our control.

We may update or modify website content, experiences, schedules, prices, and policies without prior notice. Changes will not retroactively alter a completed purchase except when necessary to correct an error, comply with law, protect safety, or address circumstances beyond our control.

18. Disclaimers

Experiences are provided on an “as available” basis.

To the fullest extent permitted by law, Pinnacle Escape Rooms disclaims warranties that are not expressly stated, including implied warranties of merchantability, fitness for a particular purpose, and noninfringement.

We do not guarantee that every customer will successfully complete an experience, solve a particular number of puzzles, receive a particular score, or experience uninterrupted operation of every theatrical or technological effect.

Nothing in these Terms excludes any warranty, right, or remedy that cannot legally be excluded.

19. Limitation of Liability

To the fullest extent permitted by law, Pinnacle Escape Rooms LLC and its members, managers, employees, contractors, and representatives will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages arising from use of the website, a cancelled reservation, participation in an experience, or use of a third-party service.

Where permitted by law, our total liability arising from a reservation or purchase will not exceed the amount paid to Pinnacle Escape Rooms for the specific reservation or purchase giving rise to the claim.

These limitations do not apply where liability cannot legally be limited or excluded.

20. Indemnification

To the extent permitted by law, you agree to be responsible for claims, losses, damages, or expenses arising from your unlawful conduct, intentional misconduct, violation of these Terms, misuse of our website, or intentional damage to our property.

This section does not require a customer to indemnify Pinnacle Escape Rooms for our own negligence or misconduct where such a requirement would be prohibited by law.

21. Privacy

Your use of our website and services is also subject to our Privacy Policy, which explains how we collect, use, retain, and disclose personal information.

22. Governing Law and Disputes

These Terms are governed by the laws of the State of New York, without regard to conflict-of-law principles.

Any legal proceeding relating to these Terms, the website, or our services must be brought in a court with appropriate jurisdiction in Monroe County, New York, unless applicable law requires otherwise.

Before filing a legal claim, the parties are encouraged to contact one another and make a good-faith effort to resolve the dispute informally.

23. Severability

If any provision of these Terms is found to be invalid or unenforceable, that provision will be enforced to the greatest extent permitted, and the remaining provisions will remain in effect.

24. No Waiver

Our failure to enforce a provision of these Terms does not waive our right to enforce that provision or any other provision later.

25. Changes to These Terms

We may update these Terms to reflect changes in our services, policies, technology, vendors, or legal obligations.

Updated Terms will be posted on this page with a revised “Last updated” date. Changes will apply prospectively unless otherwise required by law.