My brother booked our group on a Sunday evening for five people about six hours before we were slated to go. One of our members couldn't come so I called to ask them if it would be fine if we adjusted our booking to four. They confirmed over the phone that this was no problem. We played A Golden Acquisition. It was a moderate difficulty with some interesting puzzles and fairly linear. A generally good experience. When we left I didn't realize that my brother had prepaid when he booked so I asked about the refund for the fifth person. They said they don't do refunds and all they could offer was a voucher for another time. We aren't from Calgary so that was pretty disappointing. I wish the person I spoke with on the phone was forthcoming with the cancellation policy so that we could have found a fifth person. Now we are kind of stuck with a voucher we can't use. I understand they are running a business and have their policy written on the website but this left a bad taste in my mouth. I've been to over 20 escape rooms across Canada & Europe and all other places do not request payment up front.