TERMS AND CONDITIONS
Please read ExCLUEsive Games (hereinafter we, our, us) general terms and conditions carefully as these affects your right and obligation in this terms and conditions with regard to English law. By purchasing the game experience or gift voucher from us, you accept our Terms and Conditions policy. We reserve the right to update and modify our terms and conditions at our sole discretion without prior notice.
1. Games, booking, gift voucher and promotion
1.1 Our games are designed between 2-8 people to be participated at the time depending the game session is chosen. The minimum team size is 2 while the maximum is 8. We may be able to accommodate more than the maximum number of players in selected game room. Additional charge for any extra player over the limit is £20. In the event that it is lesser people want to attend the session than it is originally booked, no refund will be offered on the price set out. When more people turn up than it is booked originally the price difference must be settled upon arrival as latest.
1.2 You must be 16 years of age or above to purchase a game experience. You are not permitted to book/ purchase a game session if you are less than 16 years; therefore we have the right to cancel your booking and shall not be liable for any loss of your fees or refund.
1.3 The live game room sessions are available to view on our website. We only accept booking for our game session on the online booking system and you must keep the confirmation email.
1.4 By purchasing and/ or participating the game experience you accept and agree to keep all the obtained information confidential, and you refrain from disclosing or publishing any information fully to any third party. We would like our players to tell and inform others about our games, but you agree not to spoil other people’s game or our business by exposing our Trade Secrets. You accept that we have all rights to take legal action against any infringement or violation.
1.5 By completing a booking for our game experience you accept and agree to take full responsibility and liability for yourself and your whole team. You are also responsible for making sure your team behave appropriately and they are not doing any dangerous activities that would result in any accident which could affect on their health well-being. We reserve the right not to be liable to any of these events may occur.
1.6 There are set prices available for our game sessions. We reserve the right to amend and modify our prices and offers any time without prior notice. Please note that we do not take responsibility therefore will not be liable for any price difference may occur at the time you purchased your or a game experience than booked your game session in or not booked in yet. We do not offer refund on any price difference that may occurred.
1.7 We offer gift vouchers to purchase. They are valid for 3 months from the date of purchase. We do not take responsibility for you not redeeming your voucher or the total value of it within its validity. We do not refund any gift vouchers or partial value of it. Any expired gift vouchers can be extended by additional time (based on a new voucher expiry date) for a cost of £25. Please contact us for further details. Some type of vouchers may be included in seasonal promotions (such as Black Friday offers) or other kind of offers (prizes) which cannot be used in conjunction any other offers and they will be excluded Saturdays.
1.8 We may run promotions time to time. We reserve the right to modify, cancel or limit any promotion or offer without any prior notice and we will not to be liable to any events may occur. Any purchased game experience at a discounted price can only be used within its promotional period. It only can be rescheduled to an alternative date, out of the promotional period, in case you pay for the price difference of the full price ticket that may arise. Please note that no offers (including raffle prizes or any other prizes) can be used in conjunction of any other promotions. We reserve the right to cancel any booking that was made ignoring this policy and will not to be liable to any events may occur.
1.9 COVID-19 pandemic that has affected on gift vouchers (bought in late 2019 or early 2020 and were valid) on or after the start of the first national lockdown, 23rd March 2020, had been honoured by additional time to redeem those before 31st December 2020 and were again extended due to the 2nd lockdown up to 31st January 2021. Any gift voucher that had not been redeemed within this time period (including any voucher was purchased during 2020 and early 2021) will be honoured* (please see 1.11) due to the further national lockdown restrictions. We have put a system in place on the start of the third national lockdown that affects on any type of gift vouchers or postponed bookings, 5th January 2021, which will allow the voucher holder to be able to redeem their vouchers for a specific date as per outlined in 1.10 and 1.11. This means we will not automatically update the actual vouchers expiry date, but those will be honoured from when the 3rd national lockdown ends as above. This means the voucher holder will be redeem their vouchers on an agreed date within the outlined honored time period. We reserve the right to manage by this system when and how we can accommodate and honour the affected gift vouchers including all postponed bookings beyond their expiry dates in this unprecedented time of the pandemic. Our aim is to make sure all the affected gift vouchers can be redeemed within their reasonable time, but in order to do this our priority is to ensure a smooth, not adversely affected future operation of the escape room venue. We will require the voucher holder to contact us by email and provide the following information: gift voucher code, date you wish to redeem it and the room to be booked. We reserve the right not to accept these requested date(s) if we think we cannot accommodate due to there will limitation on how many of these requests can be accepted on certain days to ensure the smooth operation of our escape room venue. We do reserve the right not to offer any compensation in case this process is not followed we did put in place, not redeeming the voucher in time. Any gift vouchers are still affected by our standard policy as per in point 1.7 therefore no refund is offered in any cases may arise. Due to the fact the COVID-19 pandemic had adversely affected on many people and businesses we ask everyone to be patient and work with us for the best interest of everyone.
1.10 Any booking that had been made on or after the first national lockdown, 23rd March 2020, and had to be cancelled and offered a 'COVID specific gift voucher' will be honoured beyond its expiry date with no extra costs involved. Please see section 1.9, the same process apply.
1.11 * Due to the government lockdown easing plan we did re-open our door on 17th May 2021. Any gift vouchers, as per in 1.9, will be honoured from the date when we re-open our door after the 3rd national lockdown ends. This means these vouchers must be redeemed and used up before 31st August 2021 with no extra cost involved to the voucher holders. Any vouchers are not redeemed and not booked in before 31st August 2021 will be affected by our standard gift voucher policy. Please see section 1.7 for more details. Please note, we will not offer the opportunity to re-schedule or booking to be made beyond the date as above.
1.12 We reserve the right to promote on our own website and/ or social media play-at-home escape games for other escape venues or type of companies during the national lockdowns or beyond. We strictly are only involved to promote these products to our customers, as above, and we are not affiliated to their products in any forms or their services. When you use and make a purchase via the dedicated webpage set up by the seller you do it on your own risk. We do not sell these games directly on our own website, not collecting personal details of you or taking any payments on behalf of the seller. In you have got any inquiry about these games, any technical or other kind of issues, please contact the seller directly by email: or phone: 07798 772382. We reserve the right not to take any responsibility for these play-at-home escape games in any forms, we only promote these products, therefore we are not liable to any financial issues you may have or the service you receive from the seller.
2. Payments, cancellation and refund
2.1 We run live game event therefore any cancellation of a game experience must be done in writing with a valid reason at least 48 hours (2 full days) prior to the commencement of the game session day. Any cancellation made within 48 hours prior to the booking will result a cost of £25. In case you do not turn up or cancelling your booking on the day of the commencement of your game session this will result a fee of £50. Please note, we do not offer refund on the event of cancellation unless you meet the criteria in 2.3. Any booking has been cancelled, postponed for any reasons we will offer you a gift voucher. You are liable to re-schedule your booking. In case you wish to re-schedule your bookings over 48 h prior your booking can be done only once which should not exceed 3 months of the original date of the booking. In case you fail to follow this process, we will not be liable for any of your loss.
2.2 We only accept card payment on our website. We do not take cheque or neither deposit. It is your responsibility to settle the payment in advance to your booking and keep the proof of this. When booking is completed you get a confirmation email about it that includes many useful information.
2.3 We run live game event therefore we do not offer refund if your session has been cancelled or postponed by any reason. If you have requested a cancellation and refund in prior to your scheduled booking, that must be at least 10 working days in advance and completed by a valid card payment, in writing with a valid reason we can offer you a refund only to the person completed the transaction. Please note, we will not be liable for any cost that occur during the refund process. There are a transaction ( 2.5% of the total amount paid, but min. £1.50 ) and also a processing fee (admin fee: £10) applying to this process before receiving money back into your account which may take 5-10 working days.
3. Car parking
3.1 We have got some allocated parking spaces on our venue, however due to the limitation of it we can only provide 1 car park space per game session or it is subject to availability. If you require an additional parking space such as you are a large group of a team than it is your responsibility to find some available space on the road or in the area in prior to the start time of your session. There are other businesses and residential properties on our yard. Please respect that and their own allocated parking spaces. On event by failing with this or any difficulty has been occurred on this matter we reserve the right to suspend the game until it has not been resolved (without any extra time during the game session) or cancel the game with no option for any refund or reschedule. We ask you to make sure any belonging in your car are kept secured and covered. It is your responsibility to use our designated parking area and spaces correctly. We will not be liable for any loss of your belonging and/ or damage to your car.
4. General rules
4.1 Please note that we run live game sessions therefore we require that all our players are available promptly before their game start. We recommend that you arrive not earlier than 5 min. We understand there are circumstances that are beyond your capability sometimes, we therefore accept 10 min lateness, and however over this time we may count off 15 minutes of your game session allowance. Please note on 30 minutes lateness or no show at all the session will be cancelled. We cannot offer reschedule or refund on any of these events.
4.2 Please note that we do not have the facilities for more than one group to be accommodated in our waiting area at a time, we therefore make every effort to offer convenience for you as we can. We will not be liable for any inconvenience that may affect you.
4.3 We provide secure lockers for personal belongings. You are not permitted to take personal belongings in the game rooms. Due to the nature of the game experience, depending on the game room, you are not permitted to wear things like a long necklace, scarf or anything that can be potentially dangerous for you during the game. Please note that we are not obligated to keeping your belongings in any circumstances. The lockers are free of charge.
4.4 You are not permitted to take pictures, film or record any part of the game room or equipment used for your game experience therefore it is prohibited to bring mobile phone, photographer, camcorder, tablet or any other devices which are capable to take pictures, record films or audios into the game room and in a situation you bring any of these items in, we disallow to make use of any of the gadget. It’s prohibited to use, copy distribution, public display or creation of any imitative work from ExCLUEsive Games. You accept that we have all rights to take legal action against any infringement.
4.5 You accept that you do not attend or access our site under the influence of alcohol, drug or other substances. This is prohibited. We also do not tolerate any abusive, violet, inappropriate behaviour or language on our site towards our team or others. We will terminate your session immediately and not being liable for your fee loss.
4.6 You are not permitted to access any facilities, rooms of ours without any permission from our team. We have the right to terminate your game session in case of inappropriate behave. We will not be liable for your fee loss.
4.7 You are not permitted to bring any food or drinks, animals or pets to your game room. Some of our game rooms are not suitable for disabled people due to the nature of the game activity. There are some elements involved our games or the layout of the game room(s) which make that impossible for them to complete.
4.8 The game rooms are designed around window facilities and when we can we'll provide fresh air during your event. We may be able to offer air-con system depending on the room and the season of the year.
4.9 Before starting any game session we run a few minutes introduction. The length of this depending on how experienced the players are. Following the introduction you accept to handle our facilities, tools, equipment with good care. On event of any damage caused by or accident occurred by not following our instructions, forcing any tools/ equipment and it caused any damage or just simple carelessness; you will be fully liable for the cause of the damage. You accept that we have the right to seek full compensation for any damage you have caused for us. We have the right to terminate your session immediately on these events as above. We will not be liable for the loss of your fee.
4.10 We only accept feedback in writing via our contact email address, email@example.com, only in English. Our aim is to handle any kind of feedback in a reasonable short period of time.
5. Age, Health conditions
5.1 Before purchasing a game experience, we strongly recommend that you get professional medical advice for those with any deformed heart conditions, hypertension, claustrophobia or similar conditions. It is your sole responsibility if you part in any game session with these health conditions above. You accept that you are responsible for your own safety during the game session therefore you will not do any activity to risk it. You accept that we will not liable for any kind of injury, damage or inconvenience suffered during or after our game session.
5.2 Unfortunately, our site is not designed for a battery operated wheelchair access. We will not be liable if you have a valid game session with us, but cannot have access to the game room due to the oversized wheelchair. No refund will be offered.
5.3 Due to the nature of the escape game children under the age of 10 is not recommended taking part in these games, especially as a group, unless they are part of an adult team and older than 8. Our games may be too demanding for anyone under the age of 8 therefore they may not fully enjoy the game session. Players over the age of 10, but under 16 must be accompanied by one adult supervisor who takes full responsibility for them for any circumstances may occur.
5.4 You accept not leave any children unattended to on our site any time. Due to the nature of our live games we have no facility to accommodate anyone who is not taking part in our game session. We have the right to terminate your session. We will not be responsible for the loss of your fee.
6. Website, data protection, Social media, copyright
6.1 (hereinafter website) offers this website, including information, products and services available from this website or offered as part of or in conjunction with this website, to you “the user” conditioned upon your acceptance of all our terms and conditions. The website is owned by the owner and operator of ExCLUEsive Games. We reserve the right to make any changes to this website and its content time to time without prior notice.
6.2 We do our best to keep our website up-to-date and with accurate information. Neither we nor any third parties provide any guarantee as to the accuracy, performance, completeness or suitability of the information and contents found on the website for any particular purpose. You acknowledge that such information and contents may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent.
6.3 The contents of the website are for your general information and use only. Your use of any information or content on the website is entirely at your own risk, for which we shall not be liable. You may not copy, modify, distribute, transmit, display, perform, reproduce, publish, license, and create derivative works from this website without the written consent to us.
6.5 Escape Room venues are offering a memorable experience to their customers and it is a common practice for taking a team photo after your escape challenge. Our aim is to make your experience the most memorable one therefore we offer you that photo to be taken only by us. We use different ways to make it available for you. The most common practice we upload your team photo on our social media platform(s) where you can download it any time and so it is available for your team. We reserve the right to use this common practice and we may use photos for marketing purposes, but not sharing it with any third parties. In case you do not wish that photo to be taken or only take and share it with please let us know. In this case we will not upload your photo on any of our social media platforms. If you wish your photo to be removed from our social media platform(s) please contact us and we will do so.
6.6 Our website may include links from time to time to other third party web websites. These links are to provide further information to you which are out of our control. We shall not be liable for the content or usage of these link websites by you.
6.7 We would like to keep our customers up to date on relevant news, offers and promotions from time to time via e-mail. We'd like you to stay with us, but if you wish not to continue receiving our newsletters or promotions then you can unsubscribe any time and this will remove your contact details from our marketing database.