Privacy Policy

Last updated: 25 August 2026

Ice Break Escape Room ("we", "us" or "our") respects your privacy and is committed to protecting the personal information we collect from you. This policy explains what information we collect, why we collect it, how we use and store it, and how you can access or correct it. We handle personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth).

By making a booking, visiting our venue, or using our website, you agree to the collection and use of your information as described in this policy.

What We Collect
1. Booking details: your name, email address, phone number, the room, date and time you book, the size of your group, and any notes you provide (for example, a birthday, corporate event, or accessibility request).
2. Payment details: we use third-party booking and payment providers to process payments. We receive confirmation of payment and the last few digits of the card used, but we do not store full card numbers.
3. Health and safety information: on arrival we may ask whether anyone in your group has a condition relevant to the game (for example, pregnancy, heart conditions, epilepsy, claustrophobia, or anxiety), and the names of the players taking part, so we can run the experience safely.
4. Ages of players: our rooms have minimum age requirements, so we may ask to confirm the age of younger players and the name of the supervising adult.
5. CCTV and audio: for safety and to run the game, our escape rooms are monitored by camera and microphone for the duration of your session. Recordings are used by your game master to deliver hints, watch for safety issues, and investigate damage or incidents.
6. Team photos: at the end of your game we may offer to take a team photo. You can decline. Photos are only published on our website or social media with your permission.
7. Website usage: like most websites, we collect technical information such as your IP address, browser type, pages visited and referring site, using cookies and analytics tools (see section 6).
8. Correspondence: any messages you send us by email, phone, social media, web form, or review platforms, including feedback and enquiries.
9. Gift voucher details: the name and contact details of the purchaser and, where provided, the recipient.
How We Collect It
1. Directly from you, when you book online or by phone, buy a voucher, contact us, sign in at the venue, or take part in a game.
2. From other people in your group, for example when the person making the booking provides names or details of the players.
3. Automatically, through our website, booking system, and venue CCTV.
4. From third parties, such as our booking platform, payment processors, review sites, and social media platforms where you interact with us.
Why We Collect It
1. To take, confirm, change and cancel bookings, and to send you booking confirmations, reminders and tax invoices.
2. To run your game safely, tailor the experience to your group (including adjusting intensity or live actor involvement on request), and provide hints during play.
3. To meet our duty of care, including responding to injuries, emergencies, or health conditions disclosed to us.
4. To investigate damage to our rooms or property, disputes, and breaches of our terms and conditions.
5. To respond to your enquiries, feedback and complaints.
6. To send you offers, promotions and news about new rooms, where you have agreed to receive them. You can opt out at any time (see section 7).
7. To understand how our website and rooms are used so we can improve them.
8. To comply with our legal obligations, including tax, record-keeping and workplace health and safety laws.
Who We Share It With
1. Service providers who help us run the business, including our online booking and payment platforms, email and SMS providers, website hosting and analytics providers, and accounting software. These providers only receive the information they need to perform their service.
2. Other members of your group: your name and booking time may be visible to the person who made the booking, and vice versa.
3. Emergency services, medical professionals, insurers or legal advisers where reasonably necessary to deal with an incident or claim.
4. Government agencies, courts, or regulators where required or authorised by law.
5. We do not sell, rent or trade your personal information to anyone.
6. Some of our service providers store data outside Australia (for example, in the United States or European Union). Where this occurs we take reasonable steps to ensure they handle your information in line with Australian privacy law.
CCTV, Recordings and Photos
1. Cameras and microphones operate in every escape room and in common areas of the venue. Signage is displayed at the venue to let you know. By entering a room you consent to being monitored and recorded during your session.
2. Room recordings are kept for a minimum of 48 hours after your game and are then deleted on a rolling basis, unless we need to keep a recording longer to investigate an incident, damage, a complaint, or a legal claim.
3. Live monitoring is limited to our game masters and management. We do not publish room footage.
4. Team photos are taken only with your agreement. If you agree to us sharing a photo on our website or social media and later change your mind, contact us and we will remove it where reasonably practicable.
5. Under our terms and conditions, players may not take photos or recordings inside the rooms. This protects the experience for future players and the privacy of our staff and actors.
Cookies and Analytics
1. Our website uses cookies and similar technologies to remember your preferences, keep the booking process working, and measure how the site is used.
2. We use analytics services (such as Google Analytics) and may use advertising platforms (such as Meta and Google Ads) that place their own cookies to measure the effectiveness of our marketing and show you relevant advertising on other sites.
3. You can control or delete cookies through your browser settings. Blocking cookies may affect parts of the website, including online booking.
4. Our booking system is provided by a third party and operates under its own privacy policy in addition to ours.
Marketing and Opting Out
1. If you have booked with us or signed up to our mailing list, we may send you emails or SMS messages about offers, new rooms, events and special occasions.
2. Every marketing email includes an unsubscribe link, and you can reply STOP to any marketing SMS. You can also contact us directly to opt out at any time.
3. Opting out of marketing does not stop us sending you transactional messages you need, such as booking confirmations, reminders and changes.
How We Store and Protect It
1. We store personal information in secure, access-controlled systems including our booking platform, email system and cloud storage. Access is limited to staff who need it to do their job.
2. We use reasonable technical and organisational measures to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure, including password protection, secure (HTTPS) connections, and regular review of who has access.
3. No method of transmission over the internet or electronic storage is completely secure, so we cannot guarantee absolute security.
4. We keep personal information only for as long as we need it for the purposes described in this policy, or as required by law (for example, financial records are kept for seven years). When it is no longer needed we delete or de-identify it.
5. If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in line with the Notifiable Data Breaches scheme.
Children
1. Some of our rooms are suitable for children, and children under 16 must be accompanied by an adult. Bookings must be made by an adult.
2. We collect information about child players (such as name and age) only as needed to run the game safely, and we do not knowingly send marketing to anyone under 18.
Accessing and Correcting Your Information
1. You can ask us for a copy of the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. Contact us using the details in section 12.
2. We will respond within a reasonable time, usually within 30 days. We may need to verify your identity before releasing information. We do not charge for access requests, but may charge a reasonable fee for large or complex requests.
3. If we decline a request, we will tell you why in writing and explain how you can complain about the decision.
Complaints
1. If you believe we have mishandled your personal information, please contact us first so we can investigate and respond. We take complaints seriously and will aim to resolve them within 30 days.
2. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.
Contact Us
1. Ice Break Escape Room, Suite 1, Level 10, 428 George St , Sydney NSW 2000.
2. Phone: 0404 081 928. Email: info@icebreakgroup.com.
Changes to This Policy
1. We may update this policy from time to time to reflect changes in our practices or the law. The current version will always be published on this page with the date it was last updated. Continued use of our services after a change means you accept the updated policy.