Terms and Conditions

1. Escape Rooms

1.1 Bookings

Bookings can only be made on our site by completing an online payment. The slot is booked and a confirmation will be sent to you by email.

If you do not receive this confirmation email the booking is not registered and you should either try again, or get in touch via hello@sherlocked.nl. Note: the confirmation email could end up in your spam folder.

1.2 Changes and refunds

For cancellations or changes, send an email hello@sherlocked.nl requesting the cancellation or change. If we receive you request:

  • Up to 48 hours before your game, it is free to cancel or change your booking.
  • For cancellations or changes between 48 and 24 hours before your game, we refund 50% of the booking price.
  • Cancellations or changes less than 24 hours before starting time, refunds are no longer possible.

In case of a (partial) refund, we can provide a voucher. Refunds can also be made towards your original payment method, it may take up to 3 business days until the (partial) refund is processed.

Sherlocked retains the right to cancel or change any appointment up to 24 hours before the booking. In case Sherlocked has to cancel (with the exception of force majeur) the full amount will be refunded within 30 days.

1.2 The Experience

By participating in Sherlocked, you acknowledge that this is not an everyday activity but an immersive and exciting game experience. While the game is designed to be inclusive and suitable for most participants, including pregnant individuals and those aged 65 and above, participation is entirely at your own risk.

We strongly encourage you to assess your own personal circumstances and consult with a medical professional if you have any concerns. Sherlocked cannot accept liability for any injuries or incidents that may occur during participation.

1.3 Age

Starting age varies per escape room. Players under the age of 14 should always have a chaperone aged 16 or older. Please note that our puzzles are quite tricky, so we do recommend some adult insight. Except for The Architect (in Dutch on Sunday and Wednesday), all escape rooms are in English. Some children might need a translator in your team.

1.4 Confidentiality

The magic of escape games lies in solving the puzzles and uncovering the mysteries yourself. Share the thrill of your experience with friends, but please, no spoilers or secret reveals! Let them enjoy the same excitement you did. Think of it as taking an oath of secrecy—because the best stories are the ones we live through ourselves.

1.5 Monitoring

All games may be monitored and recorded audiovisually. Sherlocked may use the material for analysis. If you wish to not be recorded, or retro-actively want to have any material erased, ask your host upon arrival, or request it through a short email at policy@sherlocked.nl

1.6 Code of Conducit

At Sherlocked, your safety and that of our hosts is our priority. Our hosts guide your experience, and for The Vault, actors will be part of the game. We monitor all sessions to assist with clues and ensure safety. It's your own responsibility to have a sharp, sober and positive team, even on weekends at midnight. Any behavior (physical or verbal) deemed threatening or inappropriate by our hosts will not be tolerated.

Zero-Tolerance Policy: Failure to follow our Code of Conduct will result in immediate termination of the game, without compensation. If deemed necessesary, we will report irregularities to the police, take legal action and/or claim damages.

Hosts are expected to terminate a game if one or more players:

  • Are suspected of drug or alcohol use.
  • Display aggressive or threatening behavior among each other or towards hosts.
  • Utter sexually charged, threatening, discriminatory, or racist gestures or remarks.
  • Make the host feel unsafe.

Players are expected to:

  • Follow all instructions given by the host.
  • Do not touch or physically obstruct the host.
  • Maintain a positive atmosphere.
  • Handle room items with care.
1.6.1 Game Termination & Disputes

If your game was terminated, and you feel this is an incorrect decision, do not confront or argue with the host. Instead, contact us at hello@sherlocked.nl or call us.

1.6.2. Alcohol & Drug Policy

Being under the influence of drugs or alcohol is strictly prohibited. Not even a little tipsy.

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2. Privacy Statement

Read our privacy statement here.

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3. Gift Cards & Vouchers

Sherlocked offers various types of redeemable codes, like gift cards and vouchers (“Gift Cards” or “Vouchers”), each with specific rules regarding validity, redemption, and usage. By purchasing, using, or redeeming any of our Gift Cards, you agree to the terms set out in this section.

3.1 Gift Cards

We currently provide the following Gift Cards/Vouchers:

3.1.1 Escape Room Gift Cards

Coverage: A specific Sherlocked escape room for a certain number of players, sometimes restricted to weekdays, weekends, or “all days.”

  • Validity Period: Valid for two (2) years, depending on the exact gift card from the date of purchase.
  • Price Lock: Once purchased, the price is locked in. Even if room prices increase during the validity period, you will not be required to pay the difference for that pre-determined room/experience.
  • Redemption: The gift card code must be entered during checkout at sherlocked.nl in the 'Voucher Code' field. The code covers the listed room, date restrictions (if applicable), and the specified number of players.

Limitations:

  • Valid only for the specific room or experience indicated (including day-of-week, weekend restrictions, if any).
  • Cannot be exchanged for cash, nor can the number of players be changed once purchased.
3.1.2 General Gift Cards

What They Cover: A monetary value that can be applied exclusively towards a Sherlocked Escape room experience.

  • Validity Period: Valid for five (5) years from the date of purchase.
  • Price Changes: This card carries a fixed amount. If the cost of a chosen experience has increased since purchase, the gift card’s value remains the same and the redeemer may pay the difference.
  • Minimum Amount: €25. You can adjust the amount to fit your budget.
  • Redemption: The gift card code must be entered during checkout at sherlocked.nl in the 'Voucher Code' field. The code covers the listed room, weekend restrictions (if applicable), and the specified number of players.

Limitations:

  • Redeemable only for one of Sherlocked's escape rooms.
  • Only one voucher code (Gift Card) can be redeemed per booking.
  • Cannot be exchanged for cash.
3.1.3 Physical Gift Cards

A tangible add-on for those who want a physical version of either an Escape RoomGift Card or a General Gift Card.

  • Redemption: The gift card code must be entered during checkout at sherlocked.nl in the 'Voucher Code' field. The code covers the listed room, date restrictions (if applicable), and the specified number of players.
  • Cost & Shipping: An additional €10 plus applicable shipping costs. Delivery typically takes:
    • 2 business days within The Netherlands
    • Up to 8 business days within Europe
    • Up to 15 business days for the rest of the world
  • Replacement: If your physical gift card is lost in the mail or otherwise misplaced, you may request a replacement by contacting hello@sherlocked.nl. The replacement fee is €10,- plus shipping.

Limitations:

  • Only available as an add-on to an Escape Room Gift Card.
3.1.4 After-Sales Gift Cards
  • Eligibility: Only offered to players who have completed a Sherlocked escape room at the Amsterdam location.
  • Discount: These gift cards grant a 10% discount off the standard Escape Room Gift Card rate and you will get a physical Gift Card for free.
  • Validity Period: Valid for two (2) years from the date of purchase.
  • Availability: Can only be purchased on-site, immediately after completing your game using a special online link. A unique code will be provided, and a physical card (with the same voucher code) will be handed to you.
  • Gift Cards are intended for personal use or gifting to friends/family. Resale for profit is not permitted without Sherlocked’s written consent
  • Redemption: The gift card code must be entered during checkout at sherlocked.nl in the 'Voucher Code' field. The code covers the listed room, date restrictions (if applicable), and the specified number of players.

Limitations:

  • Valid only for the specific room or experience indicated (including day-of-week, weekend restrictions, if any).
  • Cannot be exchanged for cash, nor can the number of players be changed once purchased.
3.1.5 Promotional Gift Cards
  • Special Campaigns: From time to time, Sherlocked may offer promotional gift cards or vouchers linked to a specific campaign, bundle, or marketing promotion.
  • Additional Terms: Any extra conditions (such as shorter validity windows or bonus benefits) will be attached to the particular promotion and shared at the time of purchase. If unsure, please contact hello@sherlocked.nl.

3.2 Purchase & Delivery

  • Gift Cards (Experience or General) can be purchased at sherlocked.nl/gift-cards. During checkout, you must accept Sherlocked’s Terms & Conditions, which include these Gift Card terms.
  • A confirmation email will include a link to download the Gift Card as a PDF, and if you have opted for a physical card, by snail mail.
  • Each Gift Card features a unique alphanumeric code that ties it to its specific benefits and usage rules.

3.3 Redeeming Your Gift Card

How to Redeem: Enter the unique code during checkout at sherlocked.nl. The credit or experience is automatically applied.

  • Gift cards are single-use only (cannot be partially used across multiple bookings).
  • No credit or cash refund is available if the total value of the booking is less than the Gift Card’s coverage.
  • General Gift Cards: If the booking is less than the Gift Card value, no partial balance remains.
  • Only one Gift Card per payment may be used. Gift Cards cannot stacked or be combined, and cannot be used in combination with other forms of vouchers or gift cards.

3.4 Refunds & Cash Payouts

  • The value of any Gift Card or Voucher (including partial balances) cannot be exchanged for cash.
  • Once purchased, Gift Cards are non-refundable.
  • If your Gift Card covers the cost of a pre-determined room, no extra fees apply if prices rise. If your Gift Card is purely monetary (General Gift Card), you may need to pay extra for the escape room.

3.5 Lost, Stolen, or Misplaced Gift Cards

If you have not received your Gift Card or code at all; in that case, contact hello@sherlocked.nl. A Gift Card’s validity is determined by its unique code.

  • If you lose your PDF or forget your code, contact hello@sherlocked.nl for assistance.
  • If you’ve lost your physical card, request a replacement as soon as possible. The cost is €10 plus shipping. Note that we can only replace a unique code when the unique code hasn’t been redeemed.
  • Sherlocked is not responsible for Gift Cards once they have been delivered. Keep your code confidential, as anyone with the code can redeem the Gift Card.

3.6 Additional Terms

  • In the event of system errors or technical problems that prevent you from redeeming your code, please contact hello@sherlocked.nl. We will do our best to resolve the issue.
  • Promotional Activity: From time to time, Sherlocked may issue special vouchers or gift cards with terms that differ from the above. These are explicitly stated in the promotional materials.


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4. Time Crimes

Sherlocked offers Time Crimes in conjunction with a partner, which is an escape game designed for team building and groups starting from 12 people up to 100 players. Play Time Crimes at a location of your choice* or at the Sherlocked location at Vijzelgracht 2A (Note: this is NOT the Beurs van Berlage).

By booking a Time Crimes escape game, you agree to the following terms and conditions:

4.1 Pricing

Please note that bookings must be made at least nine days in advance to allow time for necessary preparations on our end.

Time Crimes escape games can be played up to 100 people simultaneously, with a maximum of 25 players per game. The base price of one game is €975 excl. VAT each. This includes a dedicated host and beverages.

4.1.1 Surcharges

Surcharges for playing within office hours, for multiple games and for optional reflection apply;

  • If you wish to book Time Crimes during working hours (before 17:00), a daytime surcharge of €200 will be applied due to the additional organization required.
  • For every simultaneous game, an additional €200 applies, so for four simultaneous games, the simultaneous surcharge is €600.
  • There is a €400 off-site surcharge for games played on a location of you choice, for transporting equipment and the team. Please note, drinks and snacks are not included for off-site games, so you’ll need to arrange those yourself.

If you're considering an off-site game, let us know the location, as there are certain requirements we need to verify before confirming availability.

4.2 Cancellations or changes

  • Cancellation or changes up to 14 days before the event: 100% refund
  • Cancellation or changes up to 7 days before the event: 50% refund
  • Cancellation or changes within 5 days before the event: 25% refund
  • Cancellation or changes within 3 days before the event: no refund.

If there are fewer participants on the date than planned, the cost for the event remains the same. This also applies if multiple games are booked in parallel, and fewer games end up being used. This includes all reasons for cancellation, so it’s advisable to invite enough people to accommodate potential last-minute absences.

Non-refundable arrangements, like equipment rentals or special-request purchases, will still be charged in case of cancellation.

4.3 Payments

Invoices sent upon confirmation and must be paid within 14 days or 48 hours before the event date, whichever comes first.

4.4 Additional terms

  • Arrive on time: Please plan to arrive no earlier than 10 minutes before your game starts, as we don't have a waiting area at our office.
  • Beverages only at Sherlocked location: Vegetarian and vegan snacks, nuts, fruit and cookies. Warm vegetarian nachos or gyozas. Drinks: water, juice, sodas, beer, and wine are available. Restrict use of alcohol to a minimum.
  • Misbehaviour, whether or not intoxicated, is not tolerated. When at the start of or during the game an employee of Sherlocked or partner doubts the condition of a participant, or feels threatened or unsafe, we have the right to refuse admission or remove the player(s) from the game without refund or compensation.
  • It is forbidden to bring any form of drugs- and/or hard liquor (e.g. whiskey, gin, vodka) to the game.

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These terms and conditions are subject to change. Prices may vary. Version 14-2-2025