Can I get an invoice?

Sure! Send us the billing information using this link. We will then prepare the invoice and send it immediately by email.

Can I pay by Bancontact or Visa on site?

It is not possible to pay on site, we always send a payment request via e-mail where you can choose from many payment options. Companies can also pay by invoice afterwards.

Where should I enter my gift certificate code?

Did you receive a gift certificate? Great! Click this link to enter the code, and the gift certificate amount will be deducted from the total amount! Want to purchase a gift certificate? You can do so by clicking here.

Can I still change or cancel my reservation?

Yes, In case of cancellation or rescheduling of an escape room booking, the following rules apply:

Cancellation more than 1 week before the activity results in a 100% refund as a gift certificate.
Rescheduling more than 1 week before the activity is free of charge.
Cancellation less than 1 week before the activity is subject to a €50 cancellation fee, plus balance as a gift certificate.
Move less than 1 week before the activity has a €25 move fee within 2 months, otherwise €50 cancellation fee with remainder as gift certificate.
Cancellation less than 48 hours before the activity must be notified by phone; otherwise results in 100% cancellation fee.

For last minute reservations with or without gift certificate call  +32 485 23 38 36

My gift certificate is not working, what should I do?

Email saartje@puzzleescaperooms.be with the type of coupon, coupon code and the name on the coupon, and we’ll see what we can do!

Can my dog come with me?

Yes, in the reception area but only if they are housebroken. They are not allowed in the room itself.

Wat te doen met alcohol en drugs?

We behouden ons het recht voor om te beslissen wanneer iemand niet meer in staat is om het spel correct te spelen. We investeren veel tijd en energie in de bouw van onze escape rooms om het risico op beschadiging te vermijden.

Zodra we merken dat mensen te veel hebben gedronken, weigeren we hen deel te nemen. De kosten van het spel worden niet vergoed.

Het gebruik van drugs is over het algemeen verboden.

How long does an escape game last?

You will be expected 15 minutes before the start of the game for an introduction.
Then you will have 1 hour to escape from the escape room.
After the game, you can chat a bit about the escape room and enjoy each other’s company

Is a good physical condition necessary?

Absolutely not. The game is suitable for all ages. No physical exertion is required. Pregnant women may also participate in this game. If desired, we will provide a chair in the room.

I suffer from claustrophobia, can I play?

Yes, you can! It’s a question we get every day, and no one has really suffered from claustrophobia. In each escape room, we have provided several “panic buttons.” When you press one of these buttons, the entrance door opens automatically. We also closely monitor all your movements so that we can always intervene if necessary. If it’s really not possible, we leave the entrance door open without locking it.

May I take pictures and/or film in the escape room?

No, that is absolutely forbidden!

All smartphones are locked in personal lockers.

This is because we have no control over what happens to these photos or movies. They can end up on social media and reveal all the clues.

After the game, we always take a group photo which we then share on our Facebook page.

Are we getting clues?

The ability to get counseling is available in all of our rooms! In most rooms it is also possible to ask for advice. Our gamemasters will give clues to your group if you are stuck. Please note that we do not give clues with the goal of each group escaping; the goal is and always will be for each group to find their own way out!

So there is a lot of help! 😉

Is the escape room scary or terrifying?

No. An escape room is not a haunted house designed to scare you. No, we make sure there is excitement because you are in a race against the clock. Excitement, of course, but not fear!
Attention! House On The Hill in Kortrijk does have a horror theme.

What language are the escape rooms in?

English! But not difficult. We use only basic words and phrases. The introduction we give is standard in Dutch, but if necessary we can also do it in French or English.

Children and youth under 18. From what age can they participate?

Children as young as 11 can participate in adult play and even make valuable contributions. In general, children are more active in looking for clues than adults. We strongly discourage bringing children under 11 years of age. For children 11 and older, at least one adult supervisor must accompany them in the room. Escape rooms can be played unaccompanied for ages 15 and up.

If you have not yet found an answer to your question, please do not hesitate to contact us.