Terms and Conditions

1. Escape Rooms

1.1 Booking

You can only book an escape room via our website. The booking is only final after payment. You will then receive a confirmation by email. Also check your spam folder. 

Have you not received a confirmation email? Then the booking was not successful. After 15 minutes the time will be released again and you can book again. If you have any problems, please contact us at hello@sherlocked.nl. 

1.2 Cancel or Change

• Up to 48 hours before the start: free cancellation or change.
• Between 48 and 24 hours before the start: you get 50% back.
• Less than 24 hours before the start: no refund possible.

Money will be refunded via the original payment method or as a gift voucher. Refunds take a maximum of 3 working days. If you paid for the booking with a gift voucher, you will always receive a new gift voucher, never cash.

Sherlocked can cancel a booking. In that case you will get your money back within 30 days.

1.3 The Experience

By participating in Sherlocked, you acknowledge you know that this is not an everyday activity, but an immersive and active gaming experience. 

• Our rooms are suitable for most people, including pregnant women and people over 65, but we recommend that you assess your personal circumstances for yourself. and seek medical advice if you are concerned. Participation is at your own risk.
• Sherlocked cannot accept liability for injuries or incidents that may occur during participation.
• It is your responsibility at all times to properly assess risks and not to take unnecessary risks during the game.
• Always follow the game master's instructions directly to ensure safety.

1.4 Age

The starting age varies per escape room. Please note: our puzzles are quite tricky, so we recommend bringing an adult.

• Players under the age of 14 must always be accompanied by a supervisor aged 16 or older. 
• With the exception of The Architect, which can usually be booked in Dutch on Sundays and Wednesdays, all escape rooms are in English. Some children may need a translator on your team.

1.5 Confidentiality

The magic of escape games lies in solving the puzzles and unraveling the mysteries yourself. Share the excitement of your experience with friends, but be careful with spoilers! Let them enjoy the same excitement as you. 

1.6 Safety

At Sherlocked, your safety and that of our game masters is our top priority. 

• Our game masters will guide you experience and some of Sherlocked's experiences will involve actors being part of the play.
• We monitor all sessions to assist with directions and ensure safety. 
• We record audio and video images for safety and game guidance. Don't want to be recorded? Please report this in advance or email: policy@sherlocked.nl.

1.7 Behavior

1.7.1 Zero-Tolerance Policy

It is your responsibility to participate with a sharp, even-tempered and positive team, even at midnight on weekends. 

Players are expected to:

• Maintain a positive atmosphere.
• Follow instructions from game masters at all times. 
• Do not touch or physically hinder the game master.
• Handle the rooms and the items inside with care.

Behavior (physical or verbal) that is deemed threatening or inappropriate by our game master will not be tolerated. If you don't follow the rules, we will stop the game immediately, without compensation.

1.7.2 Termination

Our game masters are expected to end a game when one or more players:

• Being under the influence of drugs or alcohol, or caught using drugs or alcohol;
• Exhibiting aggressive or threatening behavior towards each other or towards the game master(s)
• Makes sexually explicit, threatening, discriminatory, or racist gestures or comments;
• Not listening to repeated instructions from the game master when behavior endangers the players themselves or damages the experience.

1.7.3 Game Termination and Disputes

• If necessary, we will report irregularities to the police, take legal action and/or claim compensation.
• If your experience has ended and you feel this is an incorrect decision, please do not argue with the game master. Instead, please contact us via hello@sherlocked.nl.

1.7.4 Alcohol and Drug Policy

Being under the influence of drugs or alcohol is strictly prohibited.

2. Gift Cards and Vouchers

Sherlocked offers different types of redeemable codes, such as gift cards and vouchers (“Gift Cards” or “Vouchers”). 

2.1 Escape Room Gift Cards

Each gift voucher has a unique alphanumeric code (also: voucher code) that is linked to the specific benefits and usage rules. We offer these gift cards/vouchers:

2.1.1 Escape Room Gift Cards

Applies to a specific Sherlocked escape room for a certain number of players, sometimes limited to weekdays, weekends or “all days”.

• Validity Period: Valid for two (2) years from the date of purchase.
• Price Lock: Even if room rates increase during the validity period, you won't pay extra for the room/experience.
• Restriction: These gift vouchers are only valid for the specific escape room with a specific number of players. And weekday or weekend restrictions may apply.
• The number of players can only be adjusted upwards at the additional price applicable at the time of booking, send an email with the voucher code and your request to hello@sherlocked.nl.

2.1.2 General gift vouchers

Coverage: A monetary value that can only be exchanged for a Sherlocked Escape Room experience. 

• Validity period: Valid for five (5) years from the date of purchase.
• If the cost of a chosen experience has increased since purchase, the recipient can pay the difference.
• Minimum amount: €25. You can adjust the amount yourself when purchasing.
• Only redeemable for Sherlocked escape rooms

2.1.3 Aftersales gift vouchers

Escape Room gift vouchers that you can buy at a discount after an escape room experience.

2.1.4 Physical gift cards

A tangible addition for those who want a physical version of an Escape Room gift card or a General Gift Card, while supplies last.

• Only available as an add-on to an Escape Room gift card.
• Cost and shipping: €10, plus applicable shipping costs. Delivery usually takes 2 working days within the Netherlands, up to 8 working days within Europe, up to 15 working days for the rest of the world

2.2 Purchasing and Delivery

• Purchase: gift vouchers can be purchased via the website or after the experience/room from the game master.
• A confirmation email will contain a link to download the gift card as a PDF, and if you opted for a physical card, you will receive it also per post.

2.3 Redeeming Gift Vouchers

• Enter the unique voucher code during checkout in the Voucher codefeld. The value of the gift voucher will then be deducted from the total price of the shopping cart. 
• Gift vouchers are for single use only (cannot be partially used for multiple bookings).
• No credit or cash refund will be available if the total value of the booking is less than the gift voucher value..
• General gift vouchers: If the booking is less than the value of the gift voucher, no partial balance will remain.
• Only one gift voucher may be used per payment. Gift vouchers cannot be stacked or combined and cannot be used in conjunction with other forms of vouchers or gift cards.

2.4 Refunds and Cash Payments

In the event of cancellation or rescheduling of a booking made with a gift voucher, the amount paid will always be refunded in the form of a new gift voucher, provided this is done within the conditions for cancellation and changes (see section 2.1).

2.5 Lost or Stolen Gift Vouchers

• If you lose the code or have forgotten your code, please contact us hello@sherlocked.nl for help.
• If you have lost your physical card, request a replacement as soon as possible. The cost is €10 plus shipping costs. 
• Please note that we can only replace a unique code if the unique code has not been redeemed. Sherlocked is not liable for replacing used codes for which you have lost the physical gift voucher.
• Sherlocked is not responsible for gift cards once they have been delivered. Keep your code confidential, because anyone with the code can redeem the gift card. Sherlocked is not liable for compensating codes used. 

3. Time Crimes

Sherlocked offers an escape game specially designed for team building and groups up to 100 players: Time Crimes. This game is offered in collaboration with a partner. By booking a Time Crimes escape game, you agree to the following terms and conditions

• Time Crimes is played at the Sherlocked location Vijzelgracht 2A, Amsterdam (NOT the Beurs van Berlage) or at a location of your choice (at an additional cost).
• Up to 100 people can play at the same time, with a maximum of 25 players per game, so in 4 different rooms. 
• If you want to book a game at a location of your choice, please let us know the location via groups@sherlocked.nl because there are certain requirements we need to verify before confirming availability.

3.1 Booking and Pricing

• Bookings must be requested at least nine days in advance, to have time for the necessary preparations on our side.
• After agreeing to a quote, the booking is definitive. 

3.1.1 Prices and Surcharges

For games within office hours, for multiple games in parallel, and for optional reflection, surcharges apply on top of the basic price;

• The basic price of one game is €975 excl. 21% VAT for up to 25 players. There is a personal host, and there are snacks and drinks on the Sherlocked location. 
• If you want to book Time Crimes during working hours (before 5 p.m.), there will be a surcharge of €200 excl. 21% VAT on top of the basic price charged due to the additional organization required.
• For each simultaneous game there is an additional charge of €200 excl. 21% VAT, so for four simultaneous games the surcharge is €600 excl. 21% VAT, on top of the basic price.
• There will be a surcharge of €400 excl. 21% VAT for games played at a location of your choice, for the transport of equipment and the team. NB; snacks and drinks are not included for games outside our location. 

3.2 Cancellations and Changes

• Cancellations and changes up to 14 days before the event: 100% refund
• Cancellations and changes up to 7 days before the event: 50% refund
• Cancellations and changes up to 5 days before the event: 25% refund
• Cancellations and changes within 5 days before the event: no refund.

If there are fewer participants than booked, the price remains the same. This also applies to multiple booked games that are not all used. Therefore, invite enough people to cover those who are absent.

Sherlocked can cancel a booking. In that case you will get your money back within 30 days.

Non-refundable arrangements, such as equipment rentals or special request purchases, will still be charged in the event of cancellation.

3.3 Payment

Invoices for Time Crimes should be paid either 14 days after dispatch, or 48 hours before the event date, whichever comes first.

3.4 Code of Conduct

• It is not permitted to bring your own drinks to the Sherlocked location Vijzelgracht 2A unless explicitly agreed in advance with Sherlocked. 
• It is prohibited to consume any form of drugs and/or spirits (e.g. whisky, gin, vodka) immediately before or during the event. 
• Misconduct, whether or not under the influence of drugs or alcohol, will not be tolerated. 
• If a Sherlocked employee or partner doubts the condition of a participant at the start of or during the game, or feels threatened or unsafe, they are considered to deny entry or remove the player(s) from the game without refund or compensation.

3.5 Privacy and data protection

Sherlocked shares personal data collected during booking with the partner, solely for processing the booking and game-related communication.

‍4. City Games

By booking a game, you agree to the following terms and conditions.

4.1 Atlantis Protocol

4.1.1 Booking, Payment and Cancellation

• All bookings must be made online via our website.
• Atlantis Protocol bookings are non-refundable.
• You may reschedule anytime before the start of your game, free of charge, via our rescheduling page: sherlocked.nl/city-games/atlantis-protocol-reschedule-your-booking.
• Full payment is required at the time of booking.

4.1.2 Participation & Safety

• This game is designed for adults but can be played with children aged 12+ under adult supervision.
• Players participate at their own risk. Please be mindful of traffic and your surroundings at all times.
• Sherlocked is not liable for any injuries, damages, or losses during gameplay.

4.1.3 Game Rules

• One charged smartphone with WhatsApp and mobile internet is required per team.
• You must follow the instructions provided.
• Misuse or damage of game materials may lead to termination of the game

4.1.4 Liability

Sherlocked is not responsible for external circumstances affecting the experience, including but not limited to weather, transportation issues, or force majeure.

4.2 Operation 45 & Secret Sender

City Games Operation 45 & Secret Sender are delivered through our partner Mystery City.

4.2.1 Booking & Payment

• Bookings must be made via our website.
• Payment is required upfront.
• Corporate clients may request an invoice by selecting the ‘pay later’ option.

4.2.2 Participation & Safety

• Suitable for adults and children aged 6+ with an adult.
• You play at your own risk.
• Sherlocked is not responsible for accidents, weather, delays, or force majeure.

4.2.3 Game Rules

• Game materials are the property of our partners.
• Don’t photograph or share puzzle content publicly.
• You may be asked to leave a deposit (e.g. ID) during your game, this will be returned upon safe return of the game set.
• If game sets are not returned, a €400 fee per missing set applies.
• Players under the influence of alcohol or drugs may be refused entry, with no refund.

4.2.4 Cancellation & Rescheduling

• More than 48 hours before the game: full refund or reschedule.
• Between 48 and 24 hours before the game: 50% refund.
• Less than 24 hours before the game: Non-refundable.
• Rescheduled games cannot be cancelled.
• To cancel or reschedule, email us at hello@sherlocked.nl.
• If we need to cancel, a full refund will be issued.

4.2.5 Liability

Sherlocked is not responsible for any external circumstances affecting the experience, including but not limited to weather, transportation issues, or force majeure events.

4.2.6 Privacy and Data Protection

• Sherlocked shares your name, group size, and other necessary details with our partner, Mystery City, to prepare your game.
• Your data is used strictly for booking and operational purposes.

5. Privacy Policy

By using the Sherlocked website and services, you agree to our privacy statement. View the full statement here. 

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These conditions are subject to change. Prices may vary. Version 11-3-2025