TERMS & CONDITIONS

Last updated: January 2026​

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These Terms & Conditions apply to all bookings, experiences, gift vouchers, discounts, promotions, and add-ons offered by Escapable (“we”, “us”, “our”). By making a booking or purchase, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions, together with any information set out in our FAQs, pricing pages, discount pages, experience-specific pages (including The Great Loudini – Live Edition), and any information provided to you at the time of booking.

 

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

Where these Terms refer to discretion, such discretion will always be exercised reasonably, proportionately, and consistently.

1. ABOUT US & CONTACT

1.1 Escapable provides live escape room experiences at its locations.

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1.2 If we need to contact you, we will do so in writing by email from info@escapable.co.uk, using the email address provided at the time of booking. It is your responsibility to ensure this email address is correct, accessible, and that junk or spam folders are checked.

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2. MAKING A BOOKING

2.1 A booking is confirmed once payment has been successfully processed and a booking confirmation email has been issued.

 

2.2 The person making the booking is responsible for ensuring that all members of their group are aware of and agree to these Terms & Conditions and the relevant FAQs.

 

2.3 It is the customer’s responsibility to ensure that the booking confirmation email has been received and that all booking details (including date, start time, location, and experience) are correct.

 

2.4 If a booking confirmation email is not received, customers must contact Escapable as soon as possible so it can be resent. Failure to do so may result in issues on the day of the booking, for which Escapable cannot be held responsible.

 

2.5 Location responsibility: Customers are responsible for checking which location their booking is for and for ensuring they arrive at the correct venue. Location information is displayed on the booking confirmation, website, and booking system.

 

2.6 Attendance at the incorrect location will be treated as a late arrival. Escapable cannot be held responsible for any resulting lateness or missed booking. In such cases, the booking will be handled in accordance with Section 6 (Arrival Times & Late Arrivals) and no refund will be issued where the issue arises due to customer action or inaction.

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3. PRICES, PLAYERS & PAYMENTS

3.1 Prices are displayed at the time of booking and include any applicable taxes.

 

3.2 Full payment is required at the time of booking unless otherwise agreed in writing.

 

3.3 Bookings are charged per game, based on the number of players selected at the time of booking.

3.3.1 A £1 booking fee per game is applied. This fee contributes towards the cost of operating and maintaining our online booking system (ERTEMPUS).

 

3.4 Child pricing applies to players aged 12 and under only. Any player aged 13 or over is charged at the adult rate.

 

3.5 Being charged at the adult rate does not mean that a player is treated as an adult for supervision or participation purposes. Players under 18:

• may not supervise other under-18s;

• may not act as the responsible adult required under Section 7;

• may be subject to additional restrictions depending on the experience.

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3.6 If fewer players attend than originally booked, the price difference will not be refunded.

 

3.7 Additional players may be added on the day, subject to room capacity, and must be paid for before the experience begins.

 

3.8 Corporate and group bookings of 12 or more players may be issued with a deposit payment link to temporarily secure the booking. Deposits are non-refundable if the booking is cancelled or does not proceed. The deposit amount and payment deadline will be confirmed at the time of booking.

 

3.9 Deposits are only available for bookings of 12 or more players, unless expressly approved by the Escapable booking team, and are issued solely to secure game slots.

 

3.10 Bookings for fewer than 12 players must be paid in full at the time of booking to be secured.

 

3.11 A booking is not secured until the required deposit (where applicable) or full booking amount has been received. Failure to pay by the stated deadline will result in the booking being released without further notice.

 

3.12 Any quote provided by us, whether by email, telephone, or otherwise, is indicative only and does not reserve or secure a booking.

 

3.13 Cash-on-Arrival Payments (Exceptional Circumstances)

 

3.13.1 In very rare circumstances, such as last-minute bookings close to the scheduled start time, Escapable may agree to accept payment in cash on arrival. Any such arrangement is exceptional and requires explicit manager approval.

 

3.13.2 Cash-on-arrival may only be approved where a manager is available to authorise it. Where a manager is not on site or not working, frontline staff are not authorised to approve cash-on-arrival or override standard payment procedures.

 

3.13.3 A lack of response from a manager does not constitute approval. Where approval cannot be obtained, payment must be made in full before arrival.

 

3.13.4 Where cash-on-arrival has been approved, the booking remains provisional and may be released in favour of another group able to pay immediately.

 

3.13.5 As no payment has been taken in advance, no refund will be due if a provisional booking is released.

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4. CANCELLATIONS, RESCHEDULING & REFUNDS

4.1 Escapable experiences are live leisure activities provided on a specific date and time. Once confirmed, bookings cannot be cancelled for a refund.

 

4.2 This does not affect your statutory rights where Escapable cancels your booking or is unable to provide the experience as agreed.

 

4.3 Where you are unable to attend for any reason, including illness, adverse weather, or travel disruption, and Escapable is open and operating as scheduled, no refund will be issued.

 

4.4 In exceptional circumstances only, and entirely at our discretion, a rescheduling voucher may be offered, subject to standard rescheduling terms and costs.

 

4.5 Where Protect Your Booking has been purchased, the provisions of Section 13 apply and override the timeframes in this section.

 

4.6 Any rescheduling fee will be reasonable and proportionate and may be up to 50% of the total booking cost.

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5. MINOR CHANGES TO BOOKING TIMES

5.1 For operational reasons, we may make minor adjustments of up to 15 minutes earlier or later than the original booked start time.

 

5.2 Where this occurs, we will notify you by email and issue an updated booking confirmation.

 

5.3 If the amended time does not work for you, a rescheduling voucher of equal value will be issued, subject to availability.

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6. ARRIVAL TIMES & LATE ARRIVALS

6.1 Please arrive for your booked start time, unless stated otherwise.

 

6.2 If you are running late, it is your responsibility to contact Escapable on 01924 682281.

 

6.3 Arrival more than 10 minutes late may result in reduced game time or cancellation.

 

6.4 Where a group arrives more than 10 minutes late and the experience cannot reasonably be run, the booking may be cancelled with no refund.

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7. AGE RESTRICTIONS, CHILDREN & SUPERVISION

7.1 Experiences are primarily designed for adults, and children aged 10+, unless the game specifies otherwise.

 

7.2 Players under 18 must be accompanied by a responsible adult aged 25 or over, at a ratio of one adult per four under-18s, unless otherwise stated.

 

7.3 Where one adult attends with two children aged 12 or under, the booking must be made as two adults and one child.

 

7.4 Babies and toddlers are only permitted in certain games and must be checked before booking.

 

7.5 A minimum of two adults aged 25+ must be present where a baby or toddler attends.

 

7.6 One baby or toddler (aged 5 or under) may attend free of charge.

 

7.7 Babies must remain in appropriate carriers or seats at all times.

 

7.8 Pushchairs are not permitted inside game rooms.

 

7.9 Babies and toddlers should not be added to the booking and must be declared in advance.

 

7.10 Children remain the responsibility of supervising adults at all times.

 

7.11 Entry may be refused on safety grounds where a game is unsuitable, with no refund.

 

7.12 Where an adult chooses not to participate in order to supervise a child, no refund will be issued.

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8. ALCOHOL, DRUGS & BEHAVIOUR

8.1 Alcohol is not permitted on site.

 

8.2 Participants reasonably believed to be under the influence of alcohol or illegal drugs may be refused entry or required to leave.

 

8.3 Abusive, aggressive, unsafe, or disruptive behaviour will not be tolerated.

 

8.4 No refund will be issued where refusal of entry, termination, or removal arises due to customer behaviour.

 

Meaning of “Removal from the Premises”

 

8.5 “Removal from the premises” means an individual is instructed to leave immediately by Escapable staff.

 

8.6 Escapable staff will not use physical force to remove customers. Physical intervention will only be used where it is reasonably necessary to prevent immediate harm to a person or serious damage to property.

 

8.7 Where a person refuses to leave when instructed, Escapable may contact the police or other appropriate authorities.

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9. GAME RULES, PHONES & PROPERTY

9.1 Mobile phones may be carried but must not be used during the experience unless absolutely necessary. Game time will not be paused.

 

9.2 Photography, video, or audio recording is strictly prohibited.

 

9.3 Where prohibited content is captured, deletion may be required and observed.

 

9.4 Serious or repeated breaches may result in the experience being stopped with no refund.

 

9.5 Damage caused intentionally or through negligence may be charged.

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10. PARKING & VEHICLES

10.1 Parking near Escapable venues may be provided by the landlord or a third-party operator and is offered for customer convenience only.

 

10.2 Escapable does not own, operate, or control these car parks. Customers are responsible for complying with any posted terms, conditions, charges, and time limits.

 

10.3 Escapable does not accept responsibility for loss of or damage to vehicles or belongings left inside them, where such loss or damage is outside Escapable’s reasonable control.

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11. THE GREAT LOUDINI - LIVE EDITION

11.1 The Great Loudini – Live Edition is a limited-availability experience with fixed time slots.

 

11.2 Bookings for The Great Loudini – Live Edition cannot be rescheduled, cancelled, or converted into vouchers, unless Escapable cancels the booking.

This exclusion applies regardless of notice period or reason for non-attendance.

 

11.3 Discounts, gift vouchers, and Protect Your Booking are not valid unless explicitly stated.
 

12. GIFT VOUCHERS

12.1 Gift vouchers are valid for 12 months unless stated otherwise.

 

12.2 Gift vouchers are non-refundable and cannot be exchanged for cash.

 

12.3 Gift vouchers are location-specific.

 

12.4 Additional voucher terms apply at: https://www.escapable.co.uk/gift-vouchers-location

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13. DISCOUNTS & PROTECT YOUR BOOKING

13.1 Only one discount may be used per booking unless stated.

 

13.2 Discounts must be applied at the time of booking and cannot be added retrospectively.

 

13.3 Discounted bookings are not eligible for Protect Your Booking.

 

13.4 Protect Your Booking allows one reschedule up to 12 hours before the booking time and is non-refundable.

 

13.5 Protect Your Booking is not valid for The Great Loudini – Live Edition.

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14. LOOKING AFTER YOU

14.1 We operate our experiences with reasonable care and skill.

 

14.2 Nothing in these Terms limits liability where the law does not allow us to do so.

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15. COMPLAINTS & STAFF PRIVACY

15.1 Complaints should be raised using the contact details on our website.

 

15.2 Staff are not permitted to disclose full names or personal contact details.

 

15.3 Complaints are handled by management.

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16. GOVERNING LAW

16.1 These Terms & Conditions are governed by the laws of England and Wales. Any disputes are subject to the jurisdiction of the English courts.