YOUR ENTERMISSION QUESTIONS ANSWERED
Frequently Asked Questions
Cancellation Policy
No refund will be provided in the event of booking cancellation or no-show.
1. BOOKINGS, CANCELLATIONS & RESCHEDULING
1.1. Entermission experiences are live events. Once a booking has been confirmed, cancellations and refunds are not permitted, including for no-shows.
1.2. If fewer participants attend than originally booked, the difference in price is non-refundable.
1.3. If additional participants wish to join your booking, please contact Entermission before arrival. Additional participants are subject to availability, experience capacity and applicable pricing. If additional participants arrive without prior notice, gameplay time may be reduced to keep your booking within its allocated session. Where a longer session is requested and available, a reschedule fee may apply.
1.4. Standard bookings of 2–6 participants may be rescheduled with at least 48 hours’ notice. Requests made within 48 hours of the scheduled booking time will incur a $30 reschedule fee.
1.5. Party and group bookings of more than 6 participants require at least one week’s notice to reschedule. Requests made with less than one week’s notice will incur a $100 reschedule fee.
1.6. Bookings must be made by a person aged 18 years or older.
1.7. It is the customer’s responsibility to ensure all information supplied when making a booking, including participant numbers, contact information and booking details, is true, accurate and complete. By completing a booking, the customer confirms that the information supplied is correct.
1.8. Booking confirmations are issued via email only. Please ensure the email address provided when booking is correct.
1.9. Bookings should be made in advance. Our venues operate based on bookings, so walk-in availability cannot be guaranteed. For bookings within 2 hours of your preferred session time, please contact Entermission Melbourne directly on (03) 8060 0683.
2. ARRIVAL & LATE BOOKINGS
2.1. Please arrive at least 10 minutes before your scheduled booking to allow time for check-in, waiver completion where required, and your safety briefing.
2.2. Larger groups may be asked to arrive 15 minutes or more before their scheduled booking. Any additional arrival requirements will be communicated before your event.
2.3. Late arrivals may have gameplay or participation time reduced. Where the experience can no longer reasonably be provided without affecting subsequent bookings, the booking may be treated as a no-show without refund or reschedule.
3. AGE, CHILDREN & SUPERVISION
3.1. Age requirements vary between experiences. Please refer to the individual product description and booking information for the minimum or recommended age applicable to your chosen activity.
3.2. For VR and escape room experiences, the recommended minimum age is generally 7 years, and Game Night mixed reality is suitable from 5 years. VR equipment is primarily designed for older children and adults, and younger participants may require additional assistance.
3.3. Children under 10 participating in Free Roam VR experiences or Game Night mixed reality should be accompanied by a participating adult aged 18 years or older.
3.4. Entermission reserves the right to recommend or require adult participation where our staff believe it is necessary for the safety, enjoyment or successful completion of an experience. Where a booking consists entirely of younger children, one child may need to be replaced by a participating adult. Any changes made on the day are subject to availability and Entermission’s booking and rescheduling policies.
3.5. An adult aged 18 years or older must accompany participants under 18 to the venue, complete any required waiver and sign in the group before participation.
3.6. Entermission does not provide child supervision. Parents and guardians remain responsible for supervising children at all times while on the premises. Children and infants who are not participating must not be left unattended while a parent or guardian participates.
4. WAIVERS
4.1. Where required, one waiver must be completed for each booking group before participation.
4.2. An adult may complete the waiver on behalf of participating children within their group.
4.3. Participation may be refused or delayed if required waiver information has not been completed.
5. SAFETY & PARTICIPATION
5.1. These Terms & Conditions apply to all Entermission Melbourne experiences, including VR Escape Rooms, VR Challenge Rooms, Maui’s Treasure physical escape room and other activities offered by Entermission, unless otherwise stated in the individual product information.
5.2. Participants must follow all instructions provided by Entermission staff and comply with venue rules and safety procedures at all times.
5.3. Participants under the influence of alcohol, illegal or non-prescribed drugs will not be permitted to participate.
5.4. Entermission reserves the right to refuse entry or discontinue participation where a guest is considered unfit or behaves in an abusive, dangerous, inappropriate or unsafe manner, or where their behaviour may compromise the safety, wellbeing or enjoyment of other participants, staff or property. Such decisions are at the discretion of Entermission staff. Removal from an activity for these reasons will not entitle the participant to a refund or reschedule.
5.5. Participants are responsible for considering their own physical abilities and any injuries, mobility concerns or medical conditions before participating. Some experiences may involve walking, bending, reaching or other physical activity. Please advise Entermission staff before participating if assistance may be required.
5.6. Guests with epilepsy, severe motion sickness, heart conditions or any other medical condition that may be affected by virtual reality should seek medical advice before participating in VR experiences.
5.7. Flat, enclosed shoes suitable for physical activity are recommended for all experiences.
5.8. Maui’s Treasure: Participants must follow all instructions provided before and during the experience. Players must not use excessive force on props, fixtures, doors, locks or other items within the room. Items that are not intended to be moved, opened or manipulated must be left in place. Participants may be held responsible for deliberate or reckless damage to Entermission property.
5.9. For VR experiences, contact lenses are recommended where possible. Glasses wider than 15 cm or taller than 5 cm may not fit comfortably inside the VR headset.
6. EXPERIENCE AVAILABILITY & CHANGES
6.1. Unless otherwise stated, your booking is private and your group will have exclusive use of the booked experience for the duration of your session.
6.2. Group sizes and capacity vary between activities. Larger groups should contact Entermission before booking so we can organise the most appropriate experience, resources and session structure.
6.3. Entermission reserves the right to substitute, modify or cancel an experience due to technical issues, equipment failure, safety considerations or circumstances beyond our reasonable control.
6.4. Where Entermission is unable to provide the booked experience, customers will be offered a suitable alternative experience or the opportunity to reschedule.
7. PRIVACY & PHOTOGRAPHY
7.1. Entermission collects and stores personal information in accordance with applicable Australian privacy laws.
7.2. Personal information is used for the administration of bookings and operation of our business and will not be disclosed to third parties except where required by law or where necessary to provide the booked service.
7.3. Entermission may take photographs and, from time to time, video footage of participants during or after their experience. These images and videos may be shared with participants and may also be used for promotional, marketing and social media purposes.
7.4. If you do not wish to appear in photographs or videos, please advise Mission Control when completing your waiver or before your experience begins. We will make every reasonable effort to accommodate your request.
7.5. Complimentary gameplay and group photographs may be taken during your visit and provided to your group after your experience. As these photographs are complimentary, they are not guaranteed and may not be available for every booking.
7.6. Entermission may offer optional digital photo souvenir products. These may be purchased as an add-on during the online booking process or at the venue before or after your experience, subject to availability and current pricing.
8. ACCEPTANCE OF TERMS
8.1. By completing a booking with Entermission, the person making the booking confirms that they have read, understood and accepted these Terms & Conditions.
8.2. The person making the booking is responsible for ensuring that all members of their group are made aware of and comply with any relevant participation, safety, age, supervision and venue requirements before attending.
8.3. By submitting a booking, the person making the booking warrants that all information supplied to Entermission is true, accurate and complete.
Entermission experiences are live events, so once a booking has been confirmed, cancellations and refunds are not permitted, including for no-shows. If fewer participants attend than originally booked, the difference in price is also non-refundable.
Standard bookings of 2–6 players may be rescheduled with at least 48 hours’ notice. Requests within 48 hours incur a $30 reschedule fee. Party and group bookings of more than 6 players require at least one week’s notice to reschedule; requests within one week incur a $100 reschedule fee.
Not sure of your final numbers yet? You don’t necessarily need to wait to book. For a standard experience, you can book for 2 confirmed players and reserve your private room or arena for up to 6, then add and pay for additional players closer to the date, subject to capacity.
For parties and larger group events, complete our contact form. A 50% deposit is payable within 3 days to secure the booking, with the remaining balance due one week before your event.
Late arrivals may have gameplay time reduced. If the experience can no longer reasonably be provided without affecting subsequent bookings, the booking may be treated as a no-show without refund or reschedule.
Please refer to our full Terms & Conditions for complete booking conditions.
Yes. Most glasses can be worn inside our VR headsets, so if you normally need glasses to see clearly, you can wear them during your experience.
Glasses with frames larger than 15 cm wide or 5 cm tall may not fit comfortably inside the headset. For the most comfortable experience, we recommend wearing contact lenses where possible, particularly if you have larger frames.
Our recommended minimum age is 7 years for VR Escape Rooms and 5 years for Game Night mixed reality. VR equipment is primarily designed for older children and adults, but we have adapted our setup to accommodate smaller players where possible. Children under 5 may have difficulty with headset fit, instructions and the immersive nature of VR or mixed reality, so they are not permitted to participate.
Children under 10 playing Free Roam VR Escape Rooms or Game Night mixed reality must have a participating adult (18+) as one of the paid players. Escape rooms can be challenging for younger children, and having an adult inside the experience helps our Adventure Masters communicate, guide the team and provide assistance while still allowing the children to solve the adventure themselves.
If a child does not wish to continue during an experience, they must leave the activity and remain supervised by a responsible adult. Bookings that do not meet the age or adult-participation requirements are not eligible for a refund.
Each VR mission has an age/content rating and difficulty level to help parents choose an appropriate adventure. Some PG-rated missions may still contain scary or horror-style themes. Parents or guardians are responsible for deciding whether the selected content is suitable, and horror-themed experiences require parental consent. For children’s parties, the organising parent should ensure the other parents are aware of the type of experience the children will be playing.
BRIEFING: Firstly, you’ll be given instructions and briefed on how to navigate the virtual world.
Choose Your VR Experience: There are two ways to experience our VR escape rooms — Free Roam VR and Seated VR.
Free Roam VR Escape Rooms & Challenge Rooms: Our most popular VR experiences are completely wireless and allow you to physically walk around an arena together. The virtual space matches the physical space, so you can explore, interact and work alongside your teammates naturally in the same shared virtual world — without being restricted to one spot or separated from your team.
Seated VR Escape Rooms: For those who prefer a more traditional gaming-style experience, our Seated VR Escape Rooms are played comfortably from your own seated position. Think of gaming from home, but with the added immersion of being completely inside the virtual world.
Briefing: Before you begin, our team will explain how the equipment works, how to navigate the virtual environment and everything you need to know for your chosen adventure.
Teamwork & Problem Solving: VR escape rooms require a minimum of two players and accommodate a maximum of six players per arena or room. The technology limits each experience to six players, but this also helps create the best escape room experience. Escape rooms are designed around communication, collaboration and working together to achieve objectives. With larger teams, some players can become observers rather than active participants, which reduces their enjoyment of the game. For larger groups, we’ll divide participants across multiple arenas or rooms wherever possible so everyone can participate.
We’re There to Help: Our Adventure Masters monitor your experience from Mission Control and can see your progress and communicate with you throughout the game. If you get stuck, we’re there to provide assistance and keep your adventure moving.
Photos: Where possible, our team may take complimentary photos during or after your experience. You can also purchase a $10 group photo with a virtual background, subject to availability.
Virtual reality escape rooms combine the puzzles, teamwork and problem-solving of a traditional escape room with the immersive possibilities of virtual reality. Instead of being limited by the walls, props and physical sets of a traditional escape room, VR can transport your team into completely different worlds and environments.
At Entermission, our wireless Free Roam VR escape rooms allow your team to physically walk around and explore an arena together. The virtual space matches the physical space, so you can see and interact with your teammates, explore your surroundings, solve puzzles and work together inside the same shared virtual world.
VR also allows us to create interactive puzzles, environments and experiences that simply aren’t possible in a physical escape room — from exploring ancient temples and fantasy worlds to travelling through time or saving the planet from space.
Like a traditional escape room, VR escape rooms are all about communication, collaboration and teamwork. The difference is that instead of being limited to one physical room, virtual reality can take your next escape room adventure almost anywhere.
WIRELESS FREE ROAM VR: Our most popular experiences let your whole team physically walk around together in a wireless VR arena, where the virtual world matches the physical space. Seated VR escape rooms are also available at selected venues.
HOSTED ADVENTURES: Our trained Adventure Masters follow your journey from Mission Control, providing prompts and guidance when needed while allowing your team to discover the solutions and be the heroes of the adventure.
GROUP EXPERIENCES: We can cater for large groups by dividing players into teams and combining VR with other interactive activities available at selected venues. Contact us and we’ll help create the best experience for your group.
Escape Rooms are our signature movie-style adventures. You have up to 60 minutes to follow a storyline, explore your surroundings, solve puzzles and work together to complete your mission. Depending on the adventure, you may also need to battle enemies, overcome obstacles or race against time.
Challenge Rooms are all about fast-paced fun and action. These include our VR Challenge Rooms, with shorter games and challenges designed to get everyone involved, working together and having fun.
For the full Entermission experience, we recommend starting with an Escape Room adventure and adding Challenge Rooms for even more action.
VR Challenge Rooms are fast-paced 10–15 minute mini-games where your team works together to complete challenges, beat levels and achieve the highest score. Become chefs racing to fill orders in Cook’d Up, battle toy soldiers, take on zombies and ghouls, or enter a futuristic Terminator-style world. With new titles added regularly, check our Challenge Rooms page for the latest games available.
Choose Your Challenges: A 30-minute session includes 2 Challenge Room games. For a 60-minute Challenge Room session, select VR Free Roam Escape Room on the booking page, then choose the Challenge Room option when selecting your game. Your 60-minute session includes 4 Challenge Room games.
Play Your Way: Choose your games when booking, but you’re not locked in. If your team loves a particular challenge, you can replay it or change your selections on the day.
Monday to Thursday: 10:45 am, 12 pm, 1:15 pm, 2:30 pm, 3:45 pm, 5 pm, 6:15 pm
Friday and Saturday: 10:45 am, 12 pm, 1:15 pm, 2:30 pm, 3:45 pm, 5 pm, 6:15 pm, 7:30 pm, 8:45 pm
Sunday: 10:45 am, 12 pm, 1:15 pm, 2:30 pm, 3:45 pm, 5 pm, 6:15 pm
Mini Games – Call to Book subject to availability only
Earlier sessions and variations to session times are available on request for Group bookings of over 20 ppl.
VR Escape Room costs $55 per person, as with all escape rooms, you are given up to 1 hour to complete your mission. This typically involves a brief in-game tutorial and 50 minutes to complete your objective.
You can book over the phone, however booking online is very simple and the quickest way to book and lock in your desired date and time as we may be unable to answer your call immediately during busy periods. Please note if you are booking less than 2 hours before the start time, you will need to book by phone at (03) 8060 0683
We recommend our standing rooms for people who are prone to motion sickness. Being a standing experience you walk around your own small space of 2mx2m and they have a teleporting feature that minimizes the risk of feeling unwell.
Yes, many of our VR experiences can be adapted for players with limited mobility or who use a wheelchair. Accessibility varies by venue, so please contact us before booking to discuss your requirements. Please note our Melbourne venue has stairs at the entrance, so we don’t currently have step-free wheelchair access; guests who are semi-mobile can use the lift once up the short flight of stairs, though our seating cannot be swapped for a wheelchair.
For Free Roam VR experiences, players with limited mobility can request a chair and participate seated. Wheelchair users may also be able to remain in their wheelchair and use a controller to interact with the virtual environment. As the player’s virtual height is determined by the headset position, a seated player’s avatar may appear shorter, but they can still participate and work with their team to complete the adventure.
Different experiences require different levels of movement, vision, hearing and interaction, so please contact us before booking if anyone in your group has specific accessibility requirements. Our team can recommend the most suitable experience and explain any adjustments we can make.
You are welcome to visit beforehand however we recommend that you email or call beforehand to ensure we can give you the necessary time you may need for a guided tour. Access to all rooms is only available with supervised staff.
Absolutely! Entermission experiences are designed to be social, interactive and memorable, making them great for birthdays, hens and bucks events, corporate groups, team building and other celebrations.
For larger groups, we can combine different experiences and organise teams and session times to help create an event that suits your group. Our Melbourne venue also has a dedicated Party Room available, subject to availability, giving your group one place to enjoy the whole occasion from start to finish.
For parties and group events, we recommend completing our contact form rather than booking individual sessions online. Let us know your group size, preferred date and the type of event you’re planning, and our team can check availability and recommend the best combination of activities for your group.
You cannot play the adventure if you have epilepsy.
If you have a history of photosensitive seizures, anxiety disorders, post-traumatic stress, or heart conditions, you should consult a doctor before playing Virtual Reality Rooms.
As our adventures are seated, we have had pregnant women and elderly people safely enjoy our adventures, although they should exercise caution.
CONTACT FORM
No requirement is too complex for us. Fill out the form below to give us all the details we need to make your event a success.