Welcome to THE BASEMENT: A Live Escape Room Experience website (the “Site”). These Terms & Conditions (“Terms”) govern your access to and use of the Site, including any reservations, purchases, gift card purchases, voucher redemptions, communications, and related services offered through the Site or in connection with our venues.
Throughout these Terms, “The Basement,” “we,” “us,” and “our” refer to Dark House Entertainment Inc. and its affiliated brands, venues, operators, successors, assigns, and service providers involved in providing The Basement experiences, except where a specific location, waiver, ticket, or promotion states otherwise.
By accessing or using the Site, making a reservation, purchasing tickets, purchasing or redeeming a gift card or voucher, opting into communications, or participating in any experience, you agree to be bound by these Terms. If you do not agree, do not use the Site or purchase our services.
1. Who These Terms Apply To
These Terms & Conditions (“Terms”) apply to your access to and use of the website, booking platform, communications, purchases, reservations, gift cards, vouchers, and in-person participation at THE BASEMENT: A Live Escape Room Experience at any of its operating locations, including:
- Sylmar, California
- Las Vegas, Nevada
- Kansas City, Missouri
In these Terms, “The Basement,” “we,” “us,” and “our” mean the owner and/or operator of the applicable Basement location at which you book, visit, purchase, redeem, or participate, together with its parent companies, affiliates, related entities, owners, officers, directors, managers, employees, contractors, agents, successors, and assigns.
Your reservation, purchase, or participation is with the specific Basement location identified in your booking confirmation, voucher, ticket, waiver, or visit records.
2. Eligibility and Authority to Book
You may use the Site only if you can form a binding agreement under applicable law. By using the Site or making a booking, you represent that:
- you are at least 18 years old, or you are using the Site with the involvement and permission of a parent or legal guardian;
- any reservation for a minor is being made by a parent, legal guardian, or authorized adult;
- all information you provide is accurate, current, and complete; and
- you are authorized to use the payment method you submit.
The Site is not directed to children under 13. Reservations and submissions involving minors must be made by a parent or legal guardian. Operators of general-audience sites are generally subject to COPPA only where the site is directed to children under 13 or the operator has actual knowledge it is collecting personal information from a child under 13.
3. Nature of the Experience
The Basement offers immersive live entertainment experiences, including horror-themed escape room attractions involving puzzles, story-driven scenarios, theatrical effects, and, in some experiences, live performers. Our experiences may include intense themes, darkness, flashing or strobe-style lighting, theatrical fog or smoke effects, loud sounds, sudden moments, confined or narrow areas, physical movement, sensory effects, and actor interaction, all of which may not be suitable for every guest. Your participation is voluntary.
Participation is also subject to any separate waiver, release, consent, media release, safety acknowledgement, or venue rules presented during the booking or check-in process. To the extent a separately signed waiver or release addresses assumption of risk, venue-specific requirements, media consent, or dispute resolution, that separate signed document will control in the event of a conflict. Your current waiver already includes risk, touching, sensory-effect, damage, confidentiality, and media-release concepts that these Terms are designed to complement rather than replace.
4. Reservations and Payment
All reservations are subject to availability and are not confirmed until payment is successfully processed and you receive a confirmation.
You agree to pay all stated charges associated with your booking, including ticket prices, taxes, and any disclosed service or processing fees. Where applicable, prices and mandatory fees will be disclosed during the booking process. We present pricing and fees in booking and checkout in line with applicable law, including FTC guidance on truthful, upfront disclosure of total price and mandatory fees in covered live-event ticketing contexts.
We reserve the right to:
- correct pricing, availability, descriptive, or typographical errors;
- cancel or refuse orders resulting from suspected fraud, abuse, system error, or unauthorized activity;
- limit quantities, reservations, promotional redemptions, or transaction volume;
- request additional verification before honoring a reservation or purchase.
5. All Sales Final; No Refunds
All bookings and ticket purchases are final. No refunds will be issued for any reason except where required by applicable law.
This includes, without limitation:
- cancellations by the guest;
- missed reservations;
- late arrivals;
- guest tap-outs;
- guest fear, discomfort, or unwillingness to continue;
- scheduling conflicts;
- transportation issues;
- illness;
- weather-related travel issues not caused by us;
- removal from the property for rule violations.
If you cancel and do not attend, no refund, store credit, or account credit will be issued.
6. Rescheduling Policy
We may allow a reservation to be rescheduled only if requested at least 72 hours before the scheduled start time of the reservation.
Rescheduling is not guaranteed and remains subject to availability, operational constraints, promotional restrictions, and any additional terms attached to the original booking, voucher, or offer.
Requests made fewer than 72 hours before the reservation start time are not eligible for rescheduling.
No credits will be issued in place of a reschedule.
7. Arrival Policy and Late Arrivals
Guests are expected to arrive 10 to 15 minutes before the scheduled reservation time so they can complete any required waiver paperwork, receive instructions, and prepare for the experience.
If a group or any guest arrives late:
- entry may still be permitted at our discretion;
- the group’s available play time may be reduced by the amount of time lost;
- we are not required to extend the game, shift later reservations, or otherwise disrupt operations to accommodate lateness; and
- no refund, credit, or reschedule will be provided due to lateness.
Because our schedule operates tightly and experiences are timed, late arrival may materially reduce the experience.
8. Minors and Supervision
There is no fixed minimum age requirement in these Terms; however, our experiences are generally recommended for older children, teens, and adults due to their intensity, themes, and immersive nature.
A person may not participate unless they can safely move through the experience on their own without needing to be carried or physically assisted throughout the attraction.
All guests under 18:
- must have a parent or legal guardian complete any required waiver or authorization on their behalf; and
- must be accompanied by at least one adult age 18 or older at all times, including inside the experience.
No person under 18 may participate alone or remain unsupervised by an adult guardian.
9. Safety Rules and Right to Refuse Service
For the safety of guests, employees, performers, and property, you agree to follow all posted rules, instructions, warnings, and directions given by our staff at all times. Similar obligations already appear in your waiver and FAQ materials.
We reserve the right, in our sole discretion, to deny entry, refuse service, stop a game, remove any person from an experience, or remove any person from the property without refund if we believe that person:
- is intoxicated, impaired, or under the influence of alcohol or drugs;
- is threatening, violent, abusive, or harassing;
- engages in unsafe conduct;
- damages or attempts to damage props, sets, equipment, or facilities;
- fails or refuses to follow staff instructions;
- touches actors, employees, or other guests inappropriately;
- possesses a visible weapon or prohibited item;
- records or attempts to record restricted content;
- attempts to reveal puzzles, solutions, trade secrets, or operational details;
- interferes with other guests’ enjoyment or safety;
- attempts fraud, chargeback abuse, promo abuse, system abuse, or other misuse of our services.
Our staff’s safety and judgment are paramount.
10. Health, Accessibility, and Guest Responsibility
By booking or participating, you acknowledge that our experiences may not be suitable for all individuals. You are solely responsible for determining whether participation is appropriate for you or anyone in your group, including with respect to pregnancy, heart conditions, seizure disorders, respiratory issues, claustrophobia, anxiety, panic disorders, sensory sensitivities, mobility limitations, or any other physical, emotional, or medical condition.
You should not participate if doing so would create an unsafe condition for yourself or others.
Any accessibility information provided on the Site, in FAQs, by phone, or by staff is informational only and may vary by room, room version, maintenance status, or location.
11. Waivers and Required Documents
Participation may require completion of one or more waivers, releases, consents, or acknowledgements before entry. We may deny participation to any guest who has not completed required documents before the start of the experience.
If you are booking on behalf of others, you are responsible for ensuring that all members of your party receive and complete required documents in time.
12. Guest Conduct; No Touching Actors; Restricted Recording
You may not:
- touch, grab, strike, shove, restrain, or otherwise physically engage with performers, staff, or other guests;
- bring weapons or dangerous items onto the property;
- intentionally damage props, locks, fixtures, equipment, sets, costumes, or décor;
- force puzzles, doors, walls, furniture, or devices;
- film, photograph, livestream, record, or otherwise capture restricted content where prohibited by us;
- disclose puzzles, answers, game mechanics, codes, trade secrets, actor cues, or other spoiler or confidential information learned during the experience;
- use the experience or Site for unlawful, defamatory, abusive, threatening, or fraudulent purposes.
Your waiver already includes non-disclosure/spoiler restrictions and no-contact language with actors and staff, which this section reinforces.
13. Property Damage and Reimbursement
You are financially responsible for damage to our facilities, props, equipment, décor, costumes, technology, fixtures, or other property caused by your intentional misconduct, negligence, recklessness, or violation of rules.
We may charge the responsible guest, purchaser, or booking party for the reasonable cost of repair, replacement, cleaning, restoration, lost-use damages, administrative handling, and related expenses, to the extent permitted by law.
Your current waiver also states that guests agree to pay for damages caused by negligent, reckless, or willful actions.
14. Photos, Video, Surveillance, and Likeness
We may photograph, audio record, or video record guests on our premises for operational, security, training, quality-control, evidentiary, and promotional purposes, subject to applicable law and any separate consent or release language.
By booking, entering the premises, or participating, you acknowledge that:
- security cameras or other surveillance tools may be used on the property;
- group photos may be taken in connection with the experience;
- any broader use of your name, image, likeness, voice, or recorded appearance may be governed by a separate waiver, release, or media consent you sign.
Your current waiver already contains extensive likeness and media-release language.
15. Gift Cards and Vouchers
We may offer gift cards, promotional certificates, voucher codes, and third-party promotional offers, including through platforms such as Groupon or similar providers.
Unless the specific terms of a promotion expressly state otherwise:
- gift cards are redeemable only for eligible goods or services offered by us;
- gift cards are not redeemable for cash except where required by law;
- gift cards may not be resold, transferred for value, or used in a fraudulent or abusive manner;
- third-party vouchers are subject to both these Terms and the third party’s offer terms;
- promotional vouchers may have blackout dates, redemption limits, room restrictions, date restrictions, or other limitations disclosed at the time of issue or redemption;
- misuse, duplication, alteration, resale, or unauthorized reproduction may result in cancellation.
Our gift cards do not expire. California generally prohibits expiration dates and service fees on most gift certificates, subject to certain exceptions.
16. Promotions, Discounts, and Anti-Abuse Measures
We may issue promotional codes, discounts, rebooking offers, loyalty offers, referral incentives, or similar promotions. We may limit or cancel any promotion if we suspect:
- fraud or unauthorized use;
- duplicate use;
- bot activity or scraping;
- chargeback abuse;
- account manipulation;
- employee misuse;
- customer misuse of the booking system;
- attempts to bypass offer rules or booking limits.
We reserve the right to invalidate promotions obtained or used in violation of these Terms.
17. SMS, Email, and Marketing Communications
If you choose to opt in, we may send you marketing or promotional communications by email and/or SMS. Consent to receive marketing communications is not a condition of purchase unless expressly stated for a particular program where allowed by law.
Message frequency may vary. Message and data rates may apply for SMS. You may opt out of promotional emails by using the unsubscribe link in the message and opt out of text messages by replying with the instructions provided in the message, such as STOP, where applicable.
Transactional messages relating to reservations, waivers, reminders, changes, support, or safety may still be sent even if you opt out of marketing, to the extent permitted by law and necessary to service your booking.
18. Site Use Restrictions
You may not use the Site to:
- violate any law or regulation;
- impersonate another person;
- submit false or misleading information;
- test, probe, scan, reverse engineer, scrape, overload, or interfere with the Site or its infrastructure;
- bypass security features;
- introduce malware, bots, or harmful code;
- manipulate availability, pricing, payment flow, coupon functionality, or booking limits;
- harvest user information;
- attempt unauthorized access to systems, accounts, admin tools, or nonpublic resources.
We may monitor, log, investigate, and preserve evidence of suspicious activity, including misuse by customers, staff, contractors, or other bad actors.
19. Intellectual Property and Confidentiality of the Experience
The Site, the experiences, storylines, room designs, names, characters, artwork, logos, branding, audiovisual materials, scripts, puzzles, clues, room mechanics, staging, photography, promotional materials, and all related content are owned by us or licensed to us and are protected by intellectual property and unfair competition laws.
You may not copy, reproduce, disclose, publish, transmit, display, distribute, exploit, reverse engineer, or create derivative works from our experiences or their components without our written permission.
You also agree not to publicly disclose spoilers, answers, puzzle logic, passcodes, or confidential operational information learned during your visit. Your current waiver already contains a detailed confidentiality/non-disclosure section on this point.
20. Third-Party Services
The Site may integrate with or link to third-party services, including booking engines, payment processors, gift card systems, map tools, analytics providers, marketing partners, or voucher platforms. We are not responsible for third-party sites, platforms, or services, and your use of them may be governed by their own terms and privacy notices.
21. Assumption of Risk; Disclaimer of Warranties
To the fullest extent permitted by law, your use of the Site and participation in any experience is at your own risk.
The Site, reservations, content, and experiences are provided on an “as is” and “as available” basis. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, uninterrupted access, and error-free operation.
Nothing in these Terms is intended to waive rights that cannot be waived under applicable law.
22. Limitation of Liability
To the fullest extent permitted by law, The Basement and its owners, affiliates, officers, directors, employees, performers, contractors, agents, licensors, successors, and assigns will not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, or for lost profits, lost data, emotional distress, business interruption, or loss of goodwill arising out of or relating to:
- your use of or inability to use the Site;
- your reservation or participation in an experience;
- any conduct of guests or third parties;
- acts or omissions of independent service providers;
- booking errors caused by information you provided;
- delays, interruptions, outages, or technical failures.
To the fullest extent permitted by law, our aggregate liability for claims arising out of a reservation or experience will not exceed the amount actually paid by you to us for the applicable reservation or purchase.
Your current waiver uses similar limitation-of-liability concepts, though website Terms should still be reviewed by counsel to confirm enforceability for each operating entity and state.
23. Indemnification
You agree to defend, indemnify, and hold harmless The Basement and its affiliates, officers, directors, employees, contractors, agents, successors, and assigns from and against claims, liabilities, damages, losses, judgments, fines, penalties, costs, and expenses, including reasonable attorneys’ fees, arising out of or relating to:
- your breach of these Terms;
- your violation of law;
- your misconduct on the Site or premises;
- damage caused by you or your party;
- your violation of another person’s rights;
- bookings or submissions you make on behalf of others without authority.
24. Privacy
Your use of the Site is also governed by our Privacy Policy, which describes how we collect, use, disclose, and protect personal information, including through cookies, analytics, marketing tools, functional tools, and security/fraud-prevention technologies.
25. Governing Law and Venue
These Terms, and any dispute, claim, or controversy arising out of or relating to the website, any booking, any purchase, any voucher or gift card, any communication, or any in-person experience with The Basement, will be governed by the laws of the state in which the applicable Basement location is located, without regard to conflict-of-law principles, except to the extent superseded by applicable federal law.
For purposes of this section, the “applicable Basement location” means the location connected to your reservation, purchase, attendance, voucher redemption, gift card use, or other transaction.
Unless a separate signed waiver, release, or arbitration agreement validly provides otherwise, any dispute, claim, or controversy shall be brought exclusively in the state or federal courts located in the same state and county as the applicable Basement location, as follows:
- for the Sylmar, California location, in the appropriate state or federal court serving Los Angeles County, California;
- for the Las Vegas, Nevada location, in the appropriate state or federal court serving Clark County, Nevada;
- for the Kansas City, Missouri location, in the appropriate state or federal court serving Jackson County, Missouri.
By using the Site, making a booking, or participating in an experience, you consent to the personal jurisdiction of those courts for disputes relating to the applicable location, unless a separate signed agreement requires arbitration or another legally enforceable dispute-resolution procedure.
26. Force Majeure
We are not responsible for failure or delay caused by events beyond our reasonable control, including acts of God, severe weather, fire, flood, utility failure, internet or platform outage, labor disruption, government order, epidemic, public health event, security threat, emergency, or other force majeure event.
27. Changes to the Site, Services, or Terms
We may modify the Site, room offerings, rules, prices, schedules, policies, promotions, and these Terms at any time. Updated Terms will become effective upon posting to the Site unless a different effective date is stated. Your continued use of the Site after changes are posted constitutes acceptance of the revised Terms.
28. Severability
If any provision of these Terms is held unlawful, void, or unenforceable, that provision will be enforced to the maximum extent permitted, and the remaining provisions will remain in full force and effect.
29. Entire Agreement
These Terms, together with any booking confirmations, waiver/release forms, promotional terms, voucher terms, house rules, and Privacy Policy, constitute the entire agreement between you and us regarding the Site and related services, except where a separate signed agreement expressly controls.
30. Contact Information
If you have questions about these Terms, please contact us at:
THE BASEMENT: A Live Escape Room Experience
Dark House Entertainment Inc.
12909 Foothill Blvd., Sylmar, CA 91342
hello@basementescaperoom.com
(866) 993-7227