Refund policy

Cancellations: Because our products are personalized and production may begin shortly after an order is placed, cancellation requests must be submitted within 1 hour of placing your order. After this time, we may have started creating your personalized product and cannot guarantee that cancellation requests can be accommodated.

Refunds & Returns: Since every escape game is custom-made using the information and photos you provide, all sales are final. We cannot accept returns or offer refunds for personalized products.

Please review all names, dates, answers, photos, and other details carefully before placing your order. You are responsible for ensuring the information you submit is accurate. We are unable to provide refunds or replacements for errors in customer-submitted information.

If we make a mistake while creating your game, or if your game arrives damaged, defective, or contains a production error, we'll make it right. Contact us within 14 days of receiving your order at bryton@myescape.ca with a description of the issue and, if applicable, photos. After reviewing your claim, we will work with you to determine the best solution, which may include repairing, replacing, or refunding your order.

MyEscape is a two-person business and we care about our customers immensely. While personalized products do have limitations, we always want to create the best possible experience. If something doesn’t feel right with your order, please do reach out to bryton@myescape.ca. We’re committed to making sure you receive the personalized escape game you ordered.