Terms and Conditions
The below terms and conditions relate to booking your event/s, attending your event/s and any activities before or after your attending the event. These terms and conditions relate to all events arranged, managed and hosted by Escape Rooms Cheltenham regardless of where the events are held, promoted or sold by.
- INFORMATION ABOUT US
Escape Rooms Cheltenham is a project run by Cheltenham Coworking Community Interest Company, a social enterprise, with our office at Create on the Square, 70 Edinburgh Place, Cheltenham, GL50 7SE
- YOUR STATUS
By booking onto an event, you confirm that:
- You agree to follow all rules, regulations and professional verbal direction that may be given at any time to ensure your safety during the event/s.
- You agree to wear all protective wear as directed and instructed by Escape Rooms Cheltenham’s members of staff if it is needed during the game.
- You are aware of the terms and conditions for this event including late arrivals, fitness and medical requirements, cancellation policy and violent or aggressive behaviour, and
- You also agree to not sharing specific information about the event that you are about to attend.
For all of our events, we recommend that all customers are at least 10 years old (unless otherwise stated on individual room pages), as some of the puzzles may be too demanding for those younger. It is up to the parents /guardians to decide if their child will be capable, and anyone under the age of 14 should always be accompanied by an adult.
3.1 BOOKING ONTO AN EVENT Escape Rooms Cheltenham is not responsible for any incorrect or inaccurate information submitted by you during the booking process. All booking updates (including information, reminders and confirmations) are sent by email only. If you do not receive any emails or the email is corrupt in anyway (blank or otherwise), please contact the Escape Rooms Cheltenham booking team who will endeavour to assist.
3.2 CANCELLATIONS, REFUNDS AND NON ATTENDANCE This section is relating to any cancellations or non-attendance at our events.
3.2.1 “CANCELLATION PERIOD” Escape Rooms Cheltenham allows 24 hours from time of booking to cancel an event or a participant place. This entitles the customer to a full refund.
After this time, and up until 10 days before the booking date, customers are entitled to a refund with the addition of a £2.50 cancellation fee.
Cancellations made within 10 days of the booking date, will be entitled to a half refund, with the addition of a £2.50 cancellation charge.
Cancellations made on the day of booking will not be entitled to a refund, but may be offered a reschedule.
3.2.2 REFUNDS & RESCHEDULING Refunds are only available to customers who fall within the “cancellation period”. If you would like to reschedule a game, please give us at least 7 days before your booking and we will do our best to accommodate you.
18.104.22.168 CANCELLATION BY US If an event is cancelled by us or our team, we will contact those affected and endeavour to achieve a satisfactory resolution, e.g. change date of reservation or refund. We will also endeavour to ensure that we contact everyone affected promptly however if your contact details are not correct, we are not liable for any lack of contact.
22.214.171.124.1 UNPAID BOOKINGS If payment has not been received during the booking process or at least 24 hours prior to the event, Escape Rooms Cheltenham reserves the right to cancel any booking or offer the time slot to another group. Our website automatically cleans up any unpaid bookings after a week, so if you’ve accidentally left the page before paying, please contact us ASAP and we will send over an invoice for the payment.
3.2.3 NON ATTENDANCE If you fail to attend an event for which you are registered and have not given us prior notice then you shall not be entitled to any refund, transfer or otherwise pursuant to our refunds policy.
3.3 WEATHER The event is indoors and will not be cancelled for bad weather. If the weather is extreme (as an example – heavy snow fall) and we are forced to cancel, we will endeavour to contact all participants with as much notice as possible. We will then make arrangements directly to either transfer bookings to another session or make reasonable arrangements.
- DURING THE EVENT
Our Gamemasters are dedicated to ensuring the safety and enjoyment of all participants and staff.
4.1 NON ATTENDANCE If you fail to attend an event for which you are registered and have not given us prior notice then you shall not be entitled to any refund, transfer or otherwise pursuant to our refunds policy.
4.2 LATE ARRIVALS Escape Rooms Cheltenham operates by tight timetables, therefore late arrivals are not acceptable. Players are asked to arrive 10 minutes before their allotted time to allow time to use the toilet and watch all introductory and health and safety videos. Arriving late (i.e. arriving after your allotted time) will incur a time penalty; for every 5 minutes you are late, 5 minutes will be taken off your play time. If the late start is a fault on our part, your play time will not be affected. If you arrive more than 20 minutes late, we reserve the right to cancel your slot without refund.
4.3 NON PARTICIPATION DURING AN EVENT If the participant decides for whatever reason to excuse themselves from the event either at the beginning or during an event without any reasonable justification, then the Event Gamemaster will ensure the customer understands that they waive their right to any remedial activity.
4.4 BEHAVIOUR AND CONDUCT We do not tolerate drunken, abusive or aggressive behaviour, Alcohol or illegal drugs (the substance or paraphernalia) on site, again no refunds will be made available if we believe you are under the influence. Participants need to know this is a game where your brain needs to be used, nothing needs to be forced by power or muscle, some fixtures are moveable, but none of them require manpower to open them. We use special – “Do not touch” – sticky labels to avoid participants causing harm to themselves or damage to the room.
4.5 EQUIPMENT – PROTECTIVE WEAR Our rooms do not require any protective clothes and/or equipment, however if an instance occurs where it is needed, we will provide all appropriate protective wear.
4.6 HOUSEKEEPING Participants can wear all of their clothes and can keep mobiles and any other valuable items on their person during the activity, or they can leave their belongings in the induction area. During their game, there will be no one else entering the building except staff members. Escape Rooms Cheltenham is not responsible for any missing belongings.
4.7 PARKING There is access to a pay and display car park at the back of the Square, with a charge of 30p per hour. Please ensure parking is paid for correctly as Escape Rooms Cheltenham will not be responsible for any fines incurred due to illegal parking.
4.8 FITNESS AND MEDICAL You are required to let a member of the team (Gamemaster) know if you have a medical condition that we should be made aware of. In the event of an accident, a first aid box is available or contact can be made with the emergency services if it is necessary. If you feel yourself uncomfortable during the game (e.g.: asthma, claustrophobia), notify the game master immediately and the doors can be opened.
- IMPORTANT BITS
5.1 LOSS OR DAMAGE You are liable for any loss or damage which you may cause to our premises or venues, and agree to adhere to all housekeeping rules, procedures and policies (including policies as to behaviour and conduct) that may be in place at any venue from time to time. You may be asked to pay for any damages you cause to props and furniture, especially if you break any of the rules outlined in the introductory video. Escape Rooms Cheltenham are not liable for any loss or damage which may occur to either your property or person during the event.
- PAYMENT AND COSTS
6.1 BOOKINGS The price of any of our events will be as quoted in our brochures, flyers, on our website from time to time, except in cases of obvious error. If the event is advertised on third party sites at a different price, this responsibility falls to them. Prices are liable to change at any time, but changes will not affect bookings in respect of which we have already sent you a Booking Confirmation email, except in cases of obvious error. Payment should be made via Credit or Debit card or through a PayPal account, on the payment page after a booking has been made. If you leave the payment page before paying, please contact us ASAP and we can send you an invoice. Bookings that are made for larger, private parties should be paid through invoice. Please note that we cannot guarantee the security of data which you send us by email. Accordingly, please do not send us payment information using email. Unless we are fraudulent or negligent, we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transaction information that you provide us when making a booking. Your booking is not secure until payment has been processed.
6.2 GIFT VOUCHERS Gift vouchers can be purchased to add partial or full payment to a booking. The event must be booked in advance either by phoning or emailing us. On the day of the booking, please bring your voucher with you as proof of purchase. Vouchers are non-transferable. Names of buyer or recipient must be provided when purchasing a gift voucher, and identification may be required on arrival. Vouchers cannot be exchanged for any monetary value and are only valid until date printed on voucher. Escape Rooms Cheltenham cannot guarantee the availability of desired slots, and advise you to book as far in advance as possible.
6.3 COMPETITIONS We run a competition every month, in which the team with the quickest time at the end of each theme, wins a free session at the next theme. Escape Rooms Cheltenham reserves the right to end this competition at any time, however this will not effect bookings already made by winners. Winning sessions are non transferable, unless otherwise agreed beforehand. Winners playing their free session, are not entitled to win a second session, even if their time is the quickest at the end of the next month. If you do not wish to be entered in to the competition, please inform us before the game starts.
6.4 LOYALTY CARDS We offer loyalty stamp cards to every team when they play. Only one card per team is issued, and will be given to the person who booked. If the booking was made on behalf of someone else, it is up to the team which member gets the card. Cards may be transferred between customers, however only one stamp per theme is allowed. Stamps are only given to paying groups – if you’re playing a room that you won in our monthly competition or any other competition, stamps will not be given. Once your card has 5 stamps, you will be send a unique code to book your free room. Again, stamps will not be given when you play your free room.
6.4 SUMMER FAMILY COMPETITION Our summer family competition will run from Saturday 13th July until Sunday 1st September. All families (minimum of 1 adult and 2 under 16s) can enter into our competition during this period. Families will be entered into a separate leader board from the rest of the players. The family at the top of the leader board at the end of the competition will win a free session in our next theme. Competition can be used with our £10 discount vouchers, but cannot be used if playing a complimentary game won through a different competition, or using a voucher won as a raffle prize.
Everyone at Cheltenham Coworking CIC is dedicating to safeguarding and preserving your privacy when collecting personal data. This policy outlines what happens to any personal data that you provide us or that we collect from you under the General Data Protection Regulations.
7.1 DATA COLLECTION
We collect the following data:
- Email addresses
- Phone Numbers
- First and Last Names
7.2 DATA USAGE
The following outlines our reasons for using your data. When processing data we will act under legitimate interest. This means that we will contact you for the following reasons at any time we feel it is necessary. If we need to contact you for any other purposes than are stated in this policy, we will request consent from you before doing so.
- To provide information regarding bookings
- Relevant advertising
7.3 DATA RETENTION
Unless asked, personal data may not be deleted, however it will also not be processed, unless the data owner has opted to join a mailing list, in which case the data will be processed for the details outlined in section 7.2.
7.3 DISCLOSURE OF DATA
Where applicable, we may disclose your personal information to any member of our group. This includes, where applicable, our subsidiaries, our holding company and its other subsidiaries (if any). We may also disclose your personal information to third parties:
- Where we sell any or all of our business and/or our assets to a third party.
- Where we are legally required to disclose your information.
- To assist fraud protection and minimise credit risk.
7.4.1 THIRD PARTY LINKS
You might find links to third party websites on our website. These websites should have their own privacy policies which you should check. We do not accept any responsibility or liability for their policies whatsoever as we have no control over them.
7.5 CUSTOMER RIGHTS
7.5.1 RIGHT TO BE INFORMED
All customers whose data we hold have the right to know and understand our data protection policies, as well as understanding how their data is being used.
7.5.2 RIGHT TO ACCESS
All customers whose data we hold have the right to access their data at any time. The company must provide this information within 30 days of the request, and cannot charge the customer to provide this.
7.5.3 RIGHT TO RECTIFICATION
All customers whose data we hold have the right to update or change any data that has been incorrectly entered or has changed.The company will try their best to check for any information changes on a regular basis.
7.5.4 RIGHT TO ERASURE
All customers whose data we hold have the right to have their information deleted at any time. This should be a written request and the company must comply.
7.5.5 RIGHT TO PORTABILITY
All customers whose data we hold have the right to request their data be moved to another company. The company must provide this information in a compatible, readable format.
7.5.6 RIGHT TO OBJECT
All customers whose data we hold have the right to object to any use of their data and the company must honor this.
7.5.7 RIGHT TO RESTRICT
All customers whose data we hold have the right to restrict the use of their data for certain purposes. The company may keep this data only for the purpose of recorded when the customer was removed from certain mailing lists.
8. COOKIES POLICY
We may use photographs taken at events in publicity and marketing materials, including use on our site. Your attendance at an event may mean that you are featured in such photographs and you are deemed not to object to the taking of such photographs as detailed above. If you do not wish to be included in any photograph, please notify the Gamemaster at the relevant event prior to the photographs being taken.
10. ENTIRE AGREEMENT
We reserve the right to vary these terms and conditions. If any changes are made to our data protection policy, any customer who’s data we hold will be informed.