Terms & Conditions

1. 1. Website use and security
2. 2. Privacy Policy
3. 3. Booking
4. 4. Your legal rights
5. 5. Our liability
6. 6. Feedback
7. 7. Advertising
8. 8. Law, jurisdiction and third-party rights
9. 9. Ending the agreement
10. 10. Ongoing promotions and competitions

Welcome to our website. If you continue to browse and use this website (for bookings, checking availability, contacting us, etc.), you are agreeing to comply with and be bound by the following terms and conditions of use, which, together with our Privacy Policy govern clueQuest Ltd.'s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The website https://cluequest.co.uk - referred to henceforth as “the website” - is owned and operated by clueQuest Ltd - referred to henceforth as “the Company”, “we”, and “us” (registered office at 1a Falmer Court London Road Uckfield TN22 1HN, registered in England under company number 08520209, VAT number 182 6890 71). The term “you” refers to the user or viewer of this website.

The use of this website is subject to the following terms of use:

• The content of this website is for general information and use only, and is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors, and we cannot be held liable for any such inaccuracies or errors within the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, and we cannot be held liable for your usage. It is your responsibility to ensure that any products, services, or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes (but is not limited to) the design, layout, look, appearance and graphics. Reproduction is prohibited other than per the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced by this website which are not the property of or licensed to the operator are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
• In no event will we be liable for any loss or damage, including, without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of or in connection with the use of this website.
• Every effort is made to keep the website up and running smoothly. However, we take no responsibility for and will not be liable for the website being temporarily unavailable due to technical issues beyond our control.

Data collection and use, including data collection and use of personal information, is governed by our Privacy Policy, which is incorporated into and is a part of this Agreement.

These booking conditions, together with our Privacy policy and any other written information we brought to your attention before we confirmed your booking, apply to your booking with clueQuest Ltd. Please read them carefully as they set out your respective rights and obligations.

In these booking conditions, references to 'you' and 'your' include the first named person on the booking and all persons on whose behalf a booking is made or any other person who is added to a booking or to whom a booking is transferred.

We act in the following capacities: as an escape experience game provider (for corporate team buildings, friends and family outings, etc.) and as an event hosting space. Our obligations to you may vary depending upon which arrangements you book with us, and we have tried to set them out below as clearly as possible.

3.1 Age restrictions and students

a. Recommended ages

Our PLAN52 and Operation BlackSheep missions are most suitable for players over the age of 9. Children under 9 years of age can join clueQuest missions only as part of a group of majority older players since our rooms are not designed to be child-safe and contain items, such as cupboard doors and small objects, that could be hazardous to small children whilst accompanying adults are distracted by the game.

The Revenge of the Sheep and cQ ORIGENES missions are recommended for ages 14+, as they contain several longer puzzle sequences (10 minutes spent working on one section), which can see younger players lose interest. Children under 14 are permitted to play in these rooms, but from experience, they are more likely to enjoy one of the prior two rooms.

b. Players under sixteen

We require an adult over the age of 16 to be a paying participant in all games. This is included in the maximum capacity of six people in each room (so the maximum number of young people under 16 is 5 in each room).

For multiple team bookings, you will require one adult per each team of underaged players (e.g. if you plan to book 3 x PLAN52 rooms, you will require 3 supervising adults - one per each team). Any team of players under the age of 16 will be turned away and be offered the chance to reschedule to another time (see Section B below)

If your visit has been arranged as a school trip (i.e. if your communications prior to arriving on the day were made via the 'Schools' webpage or the schools@cluequest.co.uk email address) then our supervision policy differs in the following way: Children aged 9-13 must be accompanied by an adult in the room, and thus the ratio of children to guardians must be 5:1. Children aged 14-16 do not need to be supervised inside the room but one supervising adult must be present on-site for every 10 children. Thus, the ratio of children to guardians must be 10:1.

c. Student groups

Student groups who book with us between Mondays and Thursdays benefit from a discount of £5 per person. Please get in touch with our team at escape@cluequest.co.uk to arrange for a booking. Please note that we will require every member of your team/group to present a valid student ID card upon arrival that must contain a photo and the dates of your course of study. Failure to provide these will result in being charged the full admission fee.

3.2 Gameplay and conduct

a. Late arrivals

clueQuest bookings are live events with a scheduled start time, and you are responsible for ensuring that your group of players arrive at the time stated on your booking confirmation, which is generally 10 minutes before your game start time. Games will not be delayed for late arrivals, although we will allow late arrivals into the room after your escape game has begun but not more than 15 minutes into the game.

If your party has not arrived 15 minutes after your booked game start time, this will be treated as a no-show, and we may need to refuse entry to your game. No refunds or rescheduling are available for no-shows.

It is your responsibility to make your way to our business premises to play your game at the time stated on your booking confirmation. We do not provide parking or other travel arrangements, and any travel information provided on our site is only done so as an aid to planning your visit. We cannot be held responsible for any failure of transport arrangements that result in your booking being a no-show.

b. Intellectual property

No video recordings or photos are allowed inside the rooms unless otherwise instructed by a member of clueQuest staff. You are expected not to use any video/audio recording device during the game (this includes, without limitation, mobile phones, microphones and cameras) unless a different arrangement has been made with our venue prior to your booking (i.e. film and production crews, etc.).

If you are a blogger, vlogger, press representative, etc., planning to film or take photos at our venue for review purposes, then please get in touch at escape@cluequest.co.uk for permission in advance of your booking day.

We expect you and your group not to disclose any details of the game directly or indirectly to any third-party members. Our games are our intellectual property, and you are not permitted to use this in any way without our written consent. You accept that any such disclosure or use may constitute an infringement of our intellectual property rights.

c. Respect for our staff

While you are on our premises, you must ensure to conform to our codes and regulations, adopt proper standards of behaviour, and cooperate with our employees. People suspected to be incapable due to the influence of alcohol or drugs may be turned away or removed from our premises by our employees and their booking cancelled or ceased early with no refund.

We do not tolerate any kind of bullying or harassment towards our employees, and we reserve the right to refuse service or remove from our premises any person who is violent, abusive, threatening or disruptive or whose behaviour is causing distress to other customers or employees, with no refund for booked or partially played missions.

d. Alcohol consumption

Our venue holds a license to permit the consumption of alcohol on site, purchased from the company. Alcohol purchased from other distributors is not permitted on the venue, nor are other foods/drinks unless prior approval has been made by our customer service/sales team.

Alcohol will only be served to customers over the age of 18. We operate under a Challenge 25 policy, and so will require anyone who appears under the age of 25 to present identification before they can be served.

As escape rooms are cerebral activities, they are best enjoyed unimpeded by alcohol. As such, we request that alcohol is not drunk in advance of attending our venue, and a maximum of two drinks are consumed before/during the escape room experience. Service will be refused to anyone our staff deem has already exceeded this amount. Drinks may only be purchased before the game begins, in advance of the scheduled start time of the experience, as we will not have the capacity to serve customers once the experience begins or for anyone running late.

We do not have the space to facilitate customers staying in our waiting room significantly after the end of their game, so we will only be able to serve one drink after the game finishes unless a group is making use of our private space as part of a pre-arranged booking.

Drinks to be consumed in our private space must be purchased in advance of entering the room, as we do not have the capacity to serve customers once the next round of escape games has started.

e. Other restrictions

For health and safety concerns, we can not accept teams larger than 6 players in one escape room. This includes adults accompanying participants under the age of 16.

Food and drinks purchased off-site are not allowed inside the escape rooms.

We have a zero-tolerance policy for illegal drug use on our premises and are obliged by the terms of our premises license to refuse service, deny entry or contact the police if we suspect drug activity has occurred.

We are entitled to charge our customers for any damage which is intentional and/or caused by misuse of company property within the briefing area(s) and the escape room(s).

You will receive instructions before the mission in the form of a briefing given by a game host. After learning the rules and objectives of the mission and receiving the information provided at the briefing, you and your group will participate in the event at your own risk. We are not liable for any damage caused to persons, possessions or materials by your failure to follow the instructions given before the event.

e. CCTV and team picture use

CCTV will be used to monitor you and your team during the course of your mission. This includes audio and video monitoring, as it is an essential part of running your game. For regular customers, recordings of your game are stored for 48 hours with the sole purpose of documenting evidence of illegal behaviour, such as committing willful damage to company property or harassing members of staff.

Photographs of you and your team will be taken after the mission, stored on our computer systems and uploaded to a secret link which only you and anyone you choose to share it with will be able to access. By accepting these Terms and Conditions and permitting our employees to take photographs, you grant unconditional permission for those photographs to be used by us for marketing and promotional purposes. If you do not want your team photograph to be held by us and used in this way, please advise our employee at the time your photo is taken.

3.3 Pricing and availability

All game dates are released approximately 4 months in advance and can be booked via the Booking section of our website.

We neither represent nor warrant that all missions will be available at all times and cannot necessarily confirm availability until confirming your booking. Availability indications are provided on our website, however, such indications may not take into account bookings that have been placed by other customers during your visit to our website.

We make all reasonable efforts to ensure that all prices shown on our website are correct at the time of going online.

We reserve the right to change prices and to add, alter, or remove special offers from time to time and as necessary. Changes in price will not affect any bookings that you have already placed.

All prices shown on our website include VAT unless otherwise stated.

3.4 Making a Booking, Payment, & Booking Confirmation

Where a customer is booking tickets on behalf of themselves and other members of a group, that person must be authorised to make the booking on the basis of acceptance of these Terms and Conditions by all persons involved in the booking and by a parent or guardian for anyone under 18 years of age when the booking is made.

Payment for the escape game(s) will be due in full at the time of booking. Price and payment details will be confirmed during the booking process prior to payment and on your booking confirmation. Your chosen payment method will be charged as indicated during the booking and payment process.

Payment can only be made online or in person at our business premises unless otherwise agreed in writing by emailing us at escape@cluequest.co.uk. You are entirely responsible for entering your details correctly on our online booking system.

We accept the following methods of payment on our website through our secure payment gateway provider, Braintree, which will process your payment card data without it being held by us:

• Visa Debit and Credit Card
• MasterCard Debit and Credit Card
• American Express

Booking confirmations shall be sent to you automatically via email and contain our contact details and the following information:

• Confirmation of the mission(s) booked, including details of the time and place of the game(s) and the maximum number of players for whom the booking is valid
• Itemised pricing for the mission booked, including, where appropriate, taxes and other additional charges (this can be downloaded by clicking 'Download Invoice')
• Any memorabilia purchased on top of the booking
• Travel and parking information
• A link to these terms and conditions

Your booking confirmation is also your ticket to your mission and is valid for up to the number of people shown on the booking confirmation. We are able to take payment on-site for additional players joining your group, up to a maximum of 6 people per room.

Your booking confirmation email is also proof of payment and will gain you entrance to our premises. You may need to present your booking confirmation email either as a printout or on a mobile device to gain entry.

Without the booking confirmation email, you may be denied entry if you have no other proof of identity.

3.5 Invoice payments

When requested in writing, we also accept payments via bank transfer. In this situation, we shall forward you an invoice along with your booking confirmation (which is also your payment link).

Please note that this option is available exclusively to registered businesses booking for team building. If you are not booking on behalf of a business, payment must be finalised before your scheduled game(s) using one of the methods mentioned under point 3.4.

The invoiced price of our missions, merchandise or services must be paid in full before the date of your experience otherwise, access to the venue may not be granted, or your booking might be cancelled.

We reserve the right to claim statutory interest at 8% above the Bank of England reference rate in force on the date the debt becomes overdue and at any subsequent rate where the reference rate changes and the debt remains unpaid in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 as amended and supplemented by the Late Payment of Commercial Debts Regulations 2002.

Along with statutory interest, we also reserve the right to charge you a fixed penalty depending on the amount owed, in accordance with the Late Payment of Commercial Debts Regulations 2013.

3.6 Promotional codes & vouchers

Discounts, promotional codes and vouchers must be applied at the time of booking, and once a booking has been confirmed, no retrospective reduction in price or refund can be given.

Vouchers purchased via our website are valid for 12 months from the date of purchase and can only be redeemed online upon booking. Vouchers issued by our customer service team (i.e during the rescheduling process) may have other expiration dates.

If you wish to extend the validity of a voucher, you can request this by emailing escape@cluequest.co.uk and quoting your voucher code.

Vouchers are not refundable in cash or replaceable if lost.

Vouchers are only good for a single transaction; any remaining amount is not exchangeable with cash or another voucher and will be automatically forfeited.

A voucher cannot be used in conjunction with any other clueQuest voucher, discount or promotional code.

Any additional cost exceeding the value of the voucher will be paid by you upon redeeming the voucher online.

We reserve the right to change or withdraw the availability of any discount or promotion at any time.

3.7 Cancellations and reschedulings

This section applies to cancellations or reschedule requests for clueQuest escape room bookings.

The company hosts live experiences, and once a booking is confirmed, we can not accept cancellations or offer refunds due to the slots booked being unavailable to other customers during that time.

However, we understand that sometimes schedules change and that unexpected and unavoidable things happen. Below are our policies regarding cancellations and rescheduling bookings and other events hosted by the company.

Issuing of vouchers and rescheduling will depend on the number of rooms booked and the amount of lead time given between the initial request to cancel/reschedule a booking and the date of the booking.

a. Between 1-3 escape rooms booked

• A voucher will be issued for cancellations up until fourteen days before a booking.
• No voucher will be possible for no-shows, incomplete teams or cancellation requests fewer than fourteen days before a booking, although we will be able to reschedule your booking for a fee of £30 per room.

b. Over 3 escape rooms booked

• A voucher will be issued for cancellations up until 30 days prior to a booking
• No voucher will be issued for no-shows, incomplete teams or cancellation requests forwarded less than 30 days prior to a booking, but we will be able to reschedule your booking for a handling fee of £30/room.

3.8 Events and Space Hire

We have spaces available for private hire for groups before/after our escape room experiences for birthday parties, corporate meetings or any other event as agreed with our customer service/sales teams. When making use of this space, attendees agree to not cause intentional harm to the facilities as discussed above and to make all efforts to avoid inadvertent damage (for example, by refraining from using Blu-Tack on walls where paint may be removed).

Where a contract has been entered into with the company, we may host events run by other organisations, which will be subject to the terms and conditions of that particular organiser, as agreed to by the company as part of our partnership.

As a consumer, you have certain legal rights with respect to the purchase of services. For full details of your legal rights and guidance on exercising them, it is recommended that you contact your local Citizens Advice Bureau or Trading Standards Office.

Nothing in these booking terms and conditions is intended to affect your statutory rights.

4.1 Law and jurisdiction

These Terms and Conditions and the relationship between you and us (whether contractual or otherwise) shall be governed by and construed in accordance with English law.

If you are a consumer, any disputes concerning these Terms and Conditions, the relationship between you and us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.

If you are a business, any disputes concerning these Terms and Conditions, the relationship between you and us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

We accept no liability for consequential losses incurred as a result of the cancellation or premature cessation of a booking under any circumstances. The absolute limit of direct liability relating to any one booking shall be the full amount paid by the customer for that booking.

Whilst your escape experience is insured both by the venue and public liability held by clueQuest Ltd, you undertake to act carefully whilst within the experience and will not take unnecessary risks such as climbing on unsafe surfaces that are not designed for that purpose. The game does not require such activities, and customers are made aware of that by staff during the briefing. You are responsible for your own safety during the experience.

Nothing in these Terms and Conditions seeks to exclude or limit our liability for death or personal injury caused by our negligence (including that of our employees, agents or subcontractors) or for fraud or fraudulent misrepresentation.

5.1 Events outside of our control (Force Majeure)

We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause that is beyond our reasonable control.

Such causes include, but are not limited to: acts and omissions of landlords, power failure, internet service provider failure, industrial action by third parties, civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism, acts of war, governmental action, epidemic or other natural disaster, or any other event that is beyond our reasonable control.

In the event of an unforeseeable 'Act of God' (e.g. fire, bomb scare, terrorist threat, attack, earthquake, flood, etc.), the company and its staff and managers are not liable for an impeded exit due to being voluntarily locked in a room. You acknowledge that this might delay your exit from the building in the event of such a situation, but that there is an efficient emergency exit strategy and an exit button.

We welcome feedback from you. You agree that any feedback you give to us about the Service belongs to us. We may use feedback without restriction.

You permit us, for marketing purposes, to advertise the fact that you use the Service. We may use your name, logo and trademarks in our publicity or marketing materials, and you grant us all rights necessary to do this. You may withdraw this permission at any time by emailing a request to escape@cluequest.co.uk.

These Terms of Service are governed by and construed in accordance with English law, and each party submits to the exclusive jurisdiction of the English courts.

If an English Court deems a provision of these Terms of Service to be unenforceable, the remaining provisions shall remain in force.

A person who is not party to this Agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Agreement.

At our complete discretion, we may either: bring this Agreement to an end; temporarily or permanently withdraw any rights you have to use the Service; issue a notice; or take legal action in the following circumstances:

• Failure to pay any amount owed to us within 30 days of the due date;
• You are in material or persistent breach of these Terms of Service;
• Failure to remedy a breach within 30 days of a notice requiring you to remedy that breach;
• You are insolvent, bankrupt, unable to pay your debts, enter into any agreement with your creditors, or enter into administration;
• You are in breach of any applicable law

You may bring this Agreement to an end at any time if we are insolvent (in which case you will not be refunded any amount paid to us).

10.1 Promotion information & Terms and Conditions

From time to time, our social media (Facebook, Instagram, Twitter, TikTok) accounts may run promotional campaigns offering free merchandise, money-off vouchers or other perks. Participants in such campaigns agree to be contactable via direct message to notify the winners.

Your personal data may be collected and processed by us in these circumstances in order to administer the prizes.

10.2 Data protection

Your personal data will be collected and processed by us when you agree to these Terms & Conditions on the site.

We will also use players' personal data for marketing purposes where consent has been provided.

For more details on our use of personal data, please read our Privacy Policy.

These terms and conditions represent the entire agreement between you and us in relation to any Promotion and the prizes. The invalidity, illegality, or unenforceability of the whole or any part of the terms and conditions or any specific rules does not affect the remainder of these terms and conditions or any specific rules, which will remain in full force and effect. The terms and conditions and the specific rules of any campaign do not create any right or benefit enforceable by any third party.

Promotions and these terms and conditions are governed by English law, and any disputes arising in connection with them shall be subject to the exclusive jurisdiction of the English courts.