1. THESE TERMS
1.1 These are the terms and conditions on which you join us on an Escape Hunt Experience or an Outdoor Escape Game Experience (the “Outdoor Experience”)
1.2 Please read these terms carefully before you submit your booking to us. These terms tell you who we are, how we will provide the Escape Hunt experience and the Outdoor Experience to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
1.3 Please note that, if you are making the booking on behalf of others in your group, it is your responsibility to ensure that these additional players agree to these terms and are in receipt of all relevant information relating to the booking. Escape Hunt shall not be responsible if members of your group are unable to participate in an Escape Hunt as a result of you failing to provide them with all the relevant information.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 We are Escape Hunt Group Limited, a company registered in England and Wales. Our company registration number is 10676408 and our registered office is at 3 Pear Place, SE1 8BT.
2.2 You can contact us by using the contact details as set out in the ‘Find Us’ section of your local branch’s website.
2.3 If we have to contact you we will do so by telephone or by writing to you at the email address provided to us in your order.
3. OUR CONTRACT WITH YOU
3.1 Our acceptance of your booking will take place when your payment is processed successfully, and you reach the booking confirmation page, at which point a contract will come into existence between you and us. We will also send you an email confirmation.
3.2 If we are unable to accept your booking, for example because of limitations on our resources, we will inform you of this in writing and will not charge you.
3.3 We will assign a booking reference to your booking and tell you what it is when we accept your booking, and include it in the booking confirmation email. It will help us if you can tell us the booking reference whenever you contact us about your booking.
4. YOUR ESCAPE HUNT EXPERIENCE OR OUTDOOR EXPERIENCE
4.1 We will deliver the Escape Hunt experience or Outdoor Experience to you on the date specified in the booking confirmation email that we sent you.
4.2 Before participation in the Escape Hunt experience or Outdoor Experience all participants will be required to complete and sign a liability waiver. Any participant who does not complete and sign the liability waiver will not be permitted to participate in the Escape Hunt experience or Outdoor Experience (as relevant) and shall not be due any refund.
4.3 You acknowledge that it is your responsibility to contact us regarding the suitability of our games for any health or disability issues that you may be concerned about.
4.4 Please note that, unfortunately, no-one under the age of eight (8) may take part in the Escape Hunt experience and that no-one under the age of eight (8) may take part in the Outdoor Experience.
4.5 Also, on an Escape Hunt experience any participants over the age of eight (8) but under the age of sixteen (16) must be accompanied by a ticket holder over the age of eighteen (18). On an Outdoor Experience any participants over the age of eight (8) but under the age of sixteen (16) must be accompanied by a person over the age of eighteen (18) on their team. You will not be entitled to a refund for places not filled as a result of these age restrictions.
5. BOOKING A PACKAGE FOR AN ESCAPE HUNT EXPERIENCE
When booking one of our packages (including, but not limited to, Hen and Stag Packages, Birthday Party Packages, Team Social Packages, Team Builder Packages and Team Building and Offsite Packages), you must fill each room to capacity, where possible, and book the minimum number of rooms that your party requires, based on filling as many rooms to maximum capacity. By way of example – a package booking consisting of 12 people should book 2 rooms with 6 players in each and may not book 4 rooms with 3 players in each. A package booking of 14 people should book 3 rooms, and you may allocate the players within the rooms at your discretion,
6. YOUR RIGHT TO CANCEL OR CHANGE YOUR BOOKING
6.1 You will not be due any refund should you cancel your booking.
6.2 Re-scheduling your booking may be possible, but only at the discretion of the Escape Hunt branch manager. In all circumstances, your request to re-schedule a booking must be made more than 24 hours prior to the time of the original booking, and any re-scheduled booking must be within 30 days’ of your original booking. If, for whatever reason, we are unable to accommodate your booking on an alternative date, or if you give us less than 24 hours’ notice of your request to reschedule a booking, you will not be due a refund.
7. OUR RIGHT TO CANCEL OR AMEND YOUR BOOKING
7.1 In certain circumstances, we may need to cancel your Escape Hunt Experience. If we do so we will use reasonable endeavours to contact you as soon as possible. You shall be entitled to a full refund of the price you paid at the time of booking. Alternatively, you may reschedule your booking for another date, within 30 days of the original booking.
7.2 For the Outdoor Experience, in instances of severe wind, rain or weather warnings, we may have to cancel your experience. Bookings are not refundable, but if cancelled due to the weather we will contact you to let you know and reschedule your experience to another time. We will also offer you the option to switch to one of our indoor game experiences for a small price difference and dependent on availability. If we cancel for any reason other than weather, we will use reasonable endeavours to contact you as soon as possible. In the case of a cancellation for any reason other than weather, you shall be entitled to a full refund of the price you paid at the time of booking. Alternatively, you may reschedule your booking for another date, within 30 days of the original booking.
7.2 Similarly, we may make changes to the Escape Hunt experience or Outdoor Experience such that it differs from that as advertised when you booked. If the changes we make are significant, we will use reasonable endeavours to contact you as soon as possible. In such circumstances, should you not wish to proceed with your booking, you shall be due a full refund of the price you paid at the time of booking.
7.3 In the circumstances set out in 7.3.1 to 7.3.3 we may cancel this agreement and you shall not be due a refund:
7.3.1 you or any participants do not complete and sign the liability waiver as referred to in clause 4.2;
7.3.2 if, in the opinion of any of Escape Hunt’s staff, you or any participants are intoxicated or are behaving in an aggressive, abusive or threatening way towards either Escape Hunt staff or any other customers; or
7.3.3 you or any participants do not participate in the Escape Hunt experience or Outdoor Experience in accordance with the safety rules and advice provided to you by members of our staff prior to, or during, the Escape Hunt experience.
8. HOW TO CANCEL YOUR BOOKING
To inform us that you would like to cancel your booking with us, please use the contact details set out on the website of the branch with which you made the booking.
9. IF THERE IS A PROBLEM WITH THE ESCAPE HUNT EXPERIENCE OR OUTDOOR EXPERIENCE
9.1 We are under a legal duty to provide the Escape Hunt experience and Outdoor Experience in conformity with this contract. Nothing in these terms will affect your legal rights.
9.2 Should we deliver the Escape Hunt experience or Outdoor Experience in a way which is significantly different from that as advertised when you booked, or during your participation the Escape Hunt experience or Outdoor Experience is subject to significant technical faults (such that you are prevented from being able to complete the experience, or your experience is significantly impaired) you may ask to participate the experience again on a different date or request a refund.
10. PRICE AND PAYMENT
10.1 The price of your booking (which includes VAT) will be the price indicated on the booking and payment pages of our website at the time you place your booking. Once your payment has been processed, we will also send you an email receipt confirming how much you paid. We reserve the right to change pricing at any time. To the extent that we do amend the price, the price paid for any booking prior to the price change will be unaffected and you will not be due a refund or required to pay any additional sums.
10.2 To the extent that you bring less players to the Escape Hunt experience or Outdoor Experience than booked, the price difference will not be refunded. Please note that there may be a minimum number of players for any game. Please check the relevant branch’s details for more information
10.3 In case you have brought more players to the experience than booked, the price difference can be settled upon arrival. Please note that there may be a maximum number of players for any game. Please check the relevant branch’s details for more information.
10.4 We accept payment by Visa, MasterCard, American Express credit and debit cards. Payment must be at the time of booking, and we will not accept your booking unless it has been paid for in full.
11.1 If you wish to take advantage of one of our discounts, please note that you will be expected to show a valid ID card on arrival at your Escape Hunt experience. If no valid ID is presented, we reserve the right to charge the difference in price via card payment.
11.2 Please note that we do not offer discounts for all of our Escape Hunt experiences or for our Outdoor Experience. Please check our booking pages for more details.
11.3 Discounts cannot be applied to any of our group packages (including, but not limited to, Hen and Stag Packages, Birthday Party Packages, Team Social Packages, Team Builder Packages and Team Building and Offsite Packages).
11.4 Discounts are only available Monday to Thursday.
11.5 For Student discounts and Over 60s discounts, we will require a valid ID card to be presented on arrival. Valid Student ID includes NUS card or university ID cards. Valid Over 60s ID is any ID which provides proof of age. For both Student discounts and Over 60s discounts, each individual booking with a discount must show relevant ID on arrival.
11.6The Key Worker discount is valid for all NHS staff, armed forces personnel and emergency services personnel. The Key Worker discount enables any group (minimum 4 players) playing with a Key Worker to take advantage of a discounted price for the whole group by using the discount code available on the website. One valid ID card proving key worker status is required per group, and the individual who has key worker status and whose ID card is being used, must participate in the Escape Hunt experience
12. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
12.1 We shall be responsible to you for loss or damage which you suffer that is foreseeable. However, we shall not be responsible for loss or damage which is not foreseeable. Loss or damage is foreseeable if it is obvious that it will happen, or we both knew that there was a possibility that it might happen at the time you made your booking.
12.2 Subject to clause 12.1 our total liability to you, howsoever arising under or in connection with the contract, shall be limited to 100% of price paid or payable by you under the contract.
13. HOW WE MAY USE YOUR PERSONAL INFORMATION
14. OTHER IMPORTANT TERMS
14.1 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
14.2 This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
14.3 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.4 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
14.5 These terms are governed by the law of England and Wales. You can bring legal proceedings in respect of the Escape Hunt experience in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
MAKING A COMPLAINT
Escape Hunt is committed to providing a high-quality service to its customers and we really hope you enjoy your Escape Hunt experience. However, if you are unhappy about any part of our service we would like to hear from you. You can contact us at [email protected] with details of your complaint. We will endeavour to get back to you within 10 working days.