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Terms and Conditions

Please read below before making a booking with us

1.0 General

 

1.1 By booking your experience and making a purchase on this website, you and all players in your team agree to be bound by the following Terms and Conditions. Please make sure that all players in the team have read and understood all the Terms and Conditions before proceeding to booking your experience.

 

1.2 Nothing in these Terms and Conditions are intended to affect your statutory rights.

 

1.3 We hold the right to amend or vary these Terms and Conditions including any of the contents of this website from time to time without prior notice.

 

1.4 All of these terms and conditions are governed by English Law and any disputes or claims will be dealt with by the Courts of England and Wales only.

 

2.0 Website

 

2.1 The trademarks, logos, content and information displayed on this website are the property of Enigma Escape Limited. You are not permitted to copy, modify, distribute, transmit, display, reproduce, publish, license, create derivative works from, transfer or sell without our written consent which without, will constitute as as infringement of our rights.

 

2.2 This website collects and stores your personal details that you provide. We will take all appropriate steps to protect your information and will not disclose it to any third party in accordance with the Data Protection Act 1998.

 

2.3 This website may contain hyperlinks to third party websites and the operation of those websites is out of our control. You may use them at your own risk and we accept no liability for any damage arising out of the use of those websites.

 

2.4 You must not use our website in any way that causes, or may cause, damage, impairment of the availability or accessibility, or in any way in connection with, any unlawful, illegal, fraudulent or harmful purpose or activity.

 

2.5 We shall not be liable to any person for any direct or indirect, consequential or incidental damages, including (without limitation) lost profits or revenues, loss of opportunity, costs of replacement to goods or services, loss or damage to data or business interruption, arising out of the use of our website.

 

3.0 Booking

 

3.1 Our prices and promotions shown on this website are subject to change without notice.

 

3.2 By booking your experience and making a purchase on this website you agree that you have permission from the cardholder.

 

3.3 Each team in the booking must have at least 1 adult that is aged 12 or above. It is the responsibility of the adults (above 12) of the team to look after any team players that are aged below 12.

 

3.4 If there are any players who have mobility or accessibility issues, please make their visit known to us at the time of booking. This will assure that we can make every effort for those concerned to also enjoy their experience without worry.

 

3.5 Your booking is only confirmed once we have received full payment and we have sent you a booking confirmation email.

 

3.6 Upon receipt of our booking confirmation email, if you believe that any information is incorrect you must advise us immediately as changes to your booking in the future may not be possible.

 

3.7 Bookings cannot be resold for commercial gain or profit by anyone other than Enigma Escape Limited or our authorised sub-agents. Any booking that is discovered to have breached this condition will be voided without refund and the holder may be refused entry to, or ejected from the venue.

 

3.8 Should you wish to transfer your booking to someone else, you must contact us in reasonable time ahead of your booking with your request.

 

3.9 We reserve the right to cancel bookings which we reasonably suspect to have been made fraudulently. If this is the case you will be notified by email and no refund will be offered.

 

3.10 We may contact you with offers and promotions via your email address that you’ve provided for your booking. You can be removed from our mailing list at any time by contacting us at info@enigmaescape.co.uk.

 

4.0 Cancellation and Rescheduling

 

4.1 Should you need to cancel or reschedule your booking for any reason, please contact us with your request at bookings@enigmaescape.co.uk. Our policies are as follows:

 

4.2 You may cancel or reschedule the booking if you give us more than 3 days notice. Cancelling will incur a £5 admin fee per booked game and there are no fees for rescheduling.

 

4.3 If your booking is within 3 days from the time you book, or you give us less than 3 days notice from a future booking, you cannot cancel or reschedule.

 

4.4 Should any players in your team decide that they cannot attend the booking, we will offer partial refunds to the price difference if more than 3 days notice is given.

 

4.5 Should we need to cancel or reschedule your booking for any reason, we will use reasonable endeavours to notify you of this change. In this instance we will offer a 100% refund without a cancellation fee or offer an alternative date for your booking.

 

4.6 Although we will use our best efforts, we cannot guarantee that we will be able to reach you to inform you of such change. Therefore it is your responsibility to ascertain whether your booking has been cancelled or rescheduled. For your peace of mind, we will advertise any changes to any bookings on our home page of our website with reasonable notice.

 

5.0 Upon Arrival

 

5.1 To enter our venue you must confirm the full name of the person who made the booking. You may also be asked to confirm other contact details should we need it.

 

5.2 Although no physical strength should be needed for the experience, it is your responsibility to ensure you are fit to participate. You should not participate in any physical challenges if you are pregnant, prone to seizures, or have heart or respiratory problems.

 

5.3 We will reserve the right to refuse entry to our venue if you appear in any way to be unfit for the forthcoming experience, or under the influence of alcohol or other subtances.

 

5.4 In case you have brought less players to the experience than booked, with a minimum of 2 players in a team, the price difference will not be refunded.

 

5.5 In case you have brought more players to the experience than booked, with a maximum of 5 players in a team, the price difference can be settled upon arrival.

 

5.6 It remains the responsibility of the person who made the booking to ensure that these additional players agree to these Terms and Conditions and are in receipt of all relevant information relating to the booking.

 

5.7 Please arrive up to 15 minutes early before your booking to ensure you get the most out of your experience. If you are late to your booking then the length of your experience may be cut short so that it won’t run into the next customer’s booking.

 

5.8 If you are more than 15 minutes late then your booking will become a no-show and entry will be declined without refund. This is due to not having enough time to properly give you the full experience as it would run into the next customer’s booking.

 

6.0 The Experience

 

6.1 You and all team players must listen and follow instructions from our Game Hosts at all times. These instructions that are given by our Game Hosts will include, but not limited to, the agenda of the experience, rules of the escape game, and health and safety instructions. If any of these instructions are not followed, we reserve the right to stop your experience and eject your team out of the venue without refund.

 

6.2 At no point are you to use force during the experience. The escape game has been designed to be robust and low risk to damage. If it appears that physical force is intentional then this will be considered a breach of our conditions and we will stop your experience. If you deliberately damage something, you will be liable to pay for damages and asked to leave. We will treat these circumstances on a case by case basis.

 

6.3 If you are found to be under the influence of alcohol or other substances during the experience, you will be ejected from the venue without refund.

 

6.4 CCTV images will be recorded throughout the experience and remain property of Enigma Escape Limited.

 

6.5 Although with our best efforts in keeping your belongings secure at our venue, we will accept no responsibility for said belongings.

 

6.6 Our experience has been designed to be in a safe and secure environment, however we will accept no responsibility for any liability, harm, injury or death, cost or expense whatsoever that may arise directly or indirectly from attending an experience at Enigma Escape Limited. You agree to accept liability for yourselves.

 

6.7 We reserve the right to stop the experience, without refund, to which in the opinion of our Game Hosts, customers who behave in a manner is likely to affect the enjoyment of our other customers, or customers who use threatening, abusive words or behaviour to other customers or members of staff, or customers who do not follow written or verbal instructions, or behave in a manner that may risk the health and safety of themselves, other customers or members of staff. Where a customer is part of a group, we reserve the right to remove the whole group from the venue in addition to the individual involved, without refund.

 

6.8 Except where otherwise specified in our cancellation policy, we regret we cannot accept liability or pay any compensation where the performance of our contractual obligations is affected by reason of circumstances amounting to “Force Majeure”. Force Majeure means any event which we could not, even with all due care, foresee or avoid, including but not limited to, war or threat of war, riots, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and similar events beyond our control.

 

7.0 Gift Vouchers

 

7.1 A gift voucher is valid once payment is completed and an email receipt has been sent to you.

 

7.2 A gift voucher is valid for 12 months unless advertised differently at the point of sale. The first day of the 12 months is from the day the gift voucher was purchased. After 12 months has passed the gift voucher will expire and no experience can be redeemed. Please contact us if you would like to find out the validity of the gift voucher at bookings@enigmaescape.co.uk.

 

7.3 We do not offer refunds to gift vouchers and they hold no cash value.

 

7.4 To redeem the gift voucher, email us at bookings@enigmaescape.co.uk with the gift voucher code and the email of the person who bought it. You will then receive a voucher code to use with our online booking system. The full instructions are on the gift voucher.

 

7.5 If you decide that you want to bring a larger team size than bought on the gift voucher, select the desired team size on our online booking system, enter your voucher code and it will calculate the difference to pay at checkout. There is no refund if you decide to bring a smaller team size.

 

7.6 Once the experience is booked you and all players in your team agree to be bound by the above Terms and Conditions as mentioned in 1.1. The booking can be rescheduled as per 4.5. There is no refund if the booking is cancelled.