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Terms and Conditions

By using our website, booking and playing our games, or purchasing gift vouchers, you agree to the following Terms and Conditions:

  1. General notes​

  1. 1. These are the terms and conditions on which you join us on an Escape Room HQ Game. We hold the right to amend or vary these terms and conditions including any of the contents of the website from time to time at our sole discretion without prior notice.

  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 game 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 Room HQ shall not be responsible if members of your group are unable to participate in an Experience because of you failing to provide them with all the relevant information.

2. Information about us and how to contact us

2.1. Escape Room HQ is part of Riddles Retreat Ltd. Riddles Retreat is a company registered in England and Wales under company registration number 15118073 and our registered office is at 7 Lewis Road, Swindon, SN25 4YP.

2.2. You can contact us by calling us at 07446622358 or email us at

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. A booking is made with us when a) you tell us that you would like to accept our quotation; and b) you pay us for the booking; and c) we issue you with a booking confirmation. We reserve the right to return your booking money and decline to issue a confirmation at our absolute discretion. A contract will exist between you and us when we issue a confirmation email to the booking name that will confirm the details of your booking. Upon receipt, if you believe that any details on the confirmation email are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies.

3.2. Should any additional members of the group be added later, it remains the responsibility of the booking name to ensure that any such members agree to be bound by these terms and conditions and are in receipt of all relevant information relating to the booking.

3.3. If you are intoxicated when you reach the game centre you will not, under any circumstances, be allowed to play the game and you will not be refunded.

4. Age restrictions

Under 16s must be accompanied by an adult (18+ Years) during the experience. The adult must be a paying member of the group and the group size may not exceed the maximum number as advertised. Under 16s accompanied by an adult are the sole responsibility of the adult and Escape Room HQ holds no responsibility for under 16s. Under no circumstances are children allowed to be alone in the experience. The safety and wellbeing of all persons at our premises will be at the discretion of our staff.

5. Safety

5.1. Escape Room HQ is not liable for any (personal or equipment) damages caused by not following the rules described before the event. Each player agrees to the Terms and Condition of the Game before entering the escape room.

5.2. People under the influence of alcohol or drugs might be turned away and their game will be stated as a no-show. Drinks may not be brought into the venue.

5.3. Before participation in the game, participants must complete and sign a paper liability waiver including abiding by our measures to keep staff and customers safe with any guidelines in place from time to time. Any participant who does not complete and sign the liability waiver will not be permitted to participate in the game (as relevant) and shall not be due any refund. We will comply with latest government guidance which could include use of track and trace systems.

5.4. 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.

6. Jurisdiction and Applicable Law

These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only.

7. Special requests

Any special requests must be advised to us at the time of booking. Although we will endeavour to meet any special requests, we regret we cannot guarantee that any requests will be complied with unless we have specifically confirmed this in writing. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. We do not accept bookings that are conditional upon any special request being met.

8. Disabilities and Medical issues

If you or any member of your team has any medical problem or disability which may affect the booking arrangements of that person, please tell us before you confirm your booking so we can advise as to the suitability of the chosen booking. In any case, you must give us full details in writing at the time of the booking. We may require you to produce a doctor’s certificate certifying that you are fit to participate in the booking. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

9. Price

9.1. Escape Room HQ reserve the right to amend the price of booking the rooms (which includes VAT) at any time. Once your payment has been processed, we will also send you an email receipt confirming how much you paid. 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.

9.2. In case you bring less players to the game 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 venue’s details for more information.

9.3. 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 venue’s details for more information.

10. Cancellation

10.1. If you or any other member of your party decides to cancel your confirmed booking you must notify us by calling us. No refunds will be given for bookings that are cancelled. This includes gift vouchers and bookings made with gift vouchers.

10.2. If you wish to rearrange a booking you must inform us at least 7 days before the date your experience is booked for. We will endeavour to rearrange your booking wherever possible with a set fee. We cannot guarantee this is always possible, in which case we reserve the right to cancel your booking without a refund.

10.3. The arrangements for Escape Room HQ are put together in good faith in advance and we must, therefore, reserve the right to make alterations to and correct any errors to the event details before and after your booking has been confirmed. Most of these changes will be minor and we will advise you of them as soon as possible. We also reserve the right in any circumstances to cancel your booking. Very rarely, we may be forced by “force majeure” to change or terminate your arrangements after booking. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.

11. Our liability to you

11.1. We will not be responsible or pay you any compensation for any injury, illness, death, loss (including loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:

- the act(s) and/or omission(s) of you or another member of your party; or

- the act(s) and/or omission(s) of a third party not connected with the provision of the services

contracted for and which were unforeseeable or unavoidable.

  • or unusual and unforeseeable circumstances beyond our or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised.

  •  or an event which we or the supplier of services, even with all due care, could not foresee or forestall.

11.2.  For the avoidance of doubt, nothing in this agreement shall limit or exclude our liability for death or personal injury resulting from our negligence, for fraud or fraudulent misrepresentation or for any other liability the exclusion or limitation of which is not permitted by English law.

12. Your responsibility and liability

12.1. Escape Room HQ promise to all our customers to have an enjoyable experience. We ask you to remember, however, that you are responsible for your actions and the effect they may have on others. If we, or another person in authority, believe: your actions could distress, upset, annoy or disturb other customers, our suppliers or our own staff, or put them in any risk or danger, or damage property; or you are unfit to partake in Escape Room HQ; We may prevent you from continuing your booking.

12.2. If we feel you have damaged our equipment in our escape rooms, reception, building exterior, walkways, toilets or contents of the aforementioned locations as a result of deliberate, inappropriate or irresponsible actions, we reserve the right to charge the booker to cover the cost and time taken to repair the damage caused, or replace any unrepairable items with new.

12.3. Please bear in mind that you are responsible for your safety and that you are responsible for the condition of the property you occupy. We are not responsible for any accidents which occur in the Escape Room HQ building due to your inappropriate or irresponsible behaviour, or for any accidents which occur anywhere on properties because of any items or property which you have broken and/or have left in a way in which injury can result.

12.4. You are responsible for your own timekeeping. If you do not arrive on time, we reserve the right to cancel your booking.

12.5. You must be in a fit state to enter the Escape Room HQ building, if you are not, we will not grant you entry.

13. Gift vouchers

13.1. Gift vouchers and bookings made with gift vouchers are subject to all Escape Room HQ terms and conditions. All gift vouchers are issued with an expiry date. Vouchers are no longer valid after the expiry date as shown on the voucher.

13.2. Gift vouchers have no monetary value and can only be exchanged for a booking to the value of the voucher or higher. In the instance a voucher is a part payment for a booking, the remaining amount must be paid in advance of your booking.

13.3. If gift vouchers are resold without the prior knowledge of Escape Room HQ, we hold the right to cancel the voucher with no refunds due. Vouchers are only valid for the venue they are bought for; they are not transferable.

13.4. Bookings with gift vouchers are subject to availability.

14. Your Personal information and GDPR

We will store your data in accordance with any relevant statutory, local or central government regulations. For more details about how we use your data, please visit Privacy Policy.

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