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, and contacting us, for example), you agree 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 to this website. If you disagree with any part of these terms and conditions, please do not use this 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 that 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 the 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 as an escape experience game provider for corporate team buildings, friends and family outings, and more. Our obligations to you may vary depending upon which arrangements you book with us, and are set out as follows:

3.1 Age restrictions and students

a. Recommended ages

Our PLAN52 and Operation BlackSheep missions are suitable for players aged nine and over. Children under nine years of age can join clueQuest missions only as part of a group of majority adult players, as the rooms are not designed to be child-safe and contain items such as cupboard doors and small objects that could be hazardous to younger children. Adults in the room must take responsibility for the safety of any children under nine who they bring into the room with them.

Our Revenge of the Sheep and cQ ORIGENES missions are recommended for players fourteen and above, as they contain several longer puzzle sequences (ten minutes spent working on one section) which can cause younger players to lose interest. Children under fourteen are permitted to play these rooms but are less likely to find enjoyment compared to Operation BlackSheep or PLAN52.

b. Players under sixteen

We require a player aged sixteen or over to be a paying participant in all games. This is included in the maximum capacity of six people in each room - therefore the maximum number of young people under sixteen is five per room.

For multiple team bookings, we require one adult per team of underaged players. For example, if you plan to book three PLAN52 rooms you will require three supervising adults - one per team. Any team made up entirely of players under sixteen will be turned away and offered the option to reschedule their booking.

Please be aware that our former 'adults go free' policy is no longer in place, and therefore all members of a team must pay for admission.

If your visit has been arranged as a school trip (either through our 'Schools' webpage or via the customer service team), then our supervision policy differs in the following way: children aged nine to thirteen must be accompanied by an adult in the room, and thus the ratio of children to guardians must be five to one. Children aged fourteen to sixteen do not need to be supervised inside the room, but one supervising adult must be present onsite for every ten children. Thus the ratio of children to guardians must be ten to one.

c. Student groups

Student groups who book with us between Mondays and Thursdays benefit from a discount of £5 per student player. You can get in touch with our customer service team at escape@cluequest.co.uk to arrange a booking. Please note that we will require every student player to present a valid form of student ID upon arrival, which 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. You are responsible for ensuring that all of your group of players arrive at the time stated on your booking confirmation, which is generally ten minutes before your game start time. clueQuest reserves the right to not delay games for late arrivals, although we will allow late arrivals into the room after your escape game has begun, although this may not be permitted more than fifteen minutes into the game.

If your party has not arrived fifteen minutes after your booked game start time, this may result in alterations being made to your room, including being denied extra time or puzzles being removed from the room. Depending on the time of arrival, your group may be treated as a no-show and be refused entry to the game. No refund will be given to late arrivals.

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 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 arrival being delayed.

b. Intellectual property

No video recordings or photos are allowed inside the rooms. You are not permitted to to use any video or audio recording device during the game (including without limitation: mobile phones, microphones and cameras) unless a different arrangement has been made with our venue before your booking (e.g. film and production crews).

If you are a blogger, vlogger, press representative, or another similar role planning to film and/or take photos at our venue for review purposes, then please ensure you have contacted escape@cluequest.co.uk for permission in advance of your booking day. If you have not obtained permission from clueQuest and proceed to attempt to record anyway, you may be denied entry to the rooms.

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 share said property without our written consent. You therefore accept that any 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 conform to our codes and regulations, adopt proper standards of behaviour, and cooperate with our employees. People suspected to be under the influence of alcohol or drugs may be turned away or removed from our premises by our employees and their booking cancelled or ended early with no refund.

We do not tolerate any form of bullying or harassment towards our employees. We reserve the right to 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. Other restrictions

Due to health and safety concerns, we cannot accept teams larger than six players in one escape room. This includes adults accompanying participants under the age of sixteen. If a group has no option If a group is unable to split across multiple rooms (e.g. a team of four and three) then they should contact our customer service team for advice.

Food and drinks are not allowed inside the escape rooms, and alcohol consumption is strictly forbidden within our premises unless you have obtained the management's written consent before your booking.

We are entitled to charge our customers for any damage which is intentional and/or caused by misuse of company property within the briefing areas and escape rooms.

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 your mission. This includes audio and video monitoring, as it is an essential part of running the game. For regular customers, recordings of your game are stored for forty-eight 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 your photograph, 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 be used in this way, please inform the employee taking your photo at the appropriate time.

3.3 Pricing and availability

All game dates are released approximately four months in advance and can be booked via the Booking section of our website. We cannot guarantee that all missions will be available at all times, and therefore cannot confirm availability until your booking has been made. Availability indications are provided on our website, but such indications may not take into account bookings that have been made 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 as and when necessary. Price changes will not affect any booking that you have already placed.

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

3.4 Making a booking, payment and order 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 based on acceptance of these Terms and Conditions by all persons involved in the booking, and by a parent or guardian for anyone under eighteen years of age when the booking is made.

Payment for the escape game(s) is due in full at the time of booking. Price and payment details will be confirmed during the booking process before 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 gateway service provider PayPal, who will process your payment card data without it being held by us:

• Visa Debit and Credit Card
• MasterCard Debit and Credit Card
• American Express
• Apple and Google Pay (depending on the device and accounts)

Order confirmations will be sent to you automatically via email, and will 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 number of players booked for
• Itemised pricing for the mission booked, including where appropriate taxes and other additional charges (this can be downloaded by clicking 'Download Invoice')
• Notice of any memorabilia or other products purchased
• Travel and parking information
• A link to these terms and conditions

Your booking confirmation is also your ticket for your mission. We will be able to take payment on-site for additional players joining your group, up to a maximum of six 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 from the date the debt becomes overdue, and at any subsequent rate where the reference rate changes and the debt remains unpaid, per 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, per 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. Once a booking has been confirmed, no retroactive reduction in price or refund can be given.

Vouchers purchased via our website are valid from the date of purchase until the date specified on the voucher unless stated otherwise, and can only be redeemed online upon checkout. Vouchers issued by our customer service team (e.g. during the rescheduling process) or bought/received via offers and promotions may have other validity conditions.

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 not refundable in cash or replaceable if lost. They can only be used in 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 must 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

Once a booking has been confirmed we cannot offer refunds. However, we understand that sometimes schedules change and that unexpected and unavoidable circumstances can occur. 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 time passed between the request to cancel/reschedule a booking and the date of the booking.

a. Between one and three 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 three escape rooms booked

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

As a consumer, you have certain legal rights concerning 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 per 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 the 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, by booking an experience with us you agree to act carefully whilst at the venue and 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 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

We will not be held 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 which unlocks the entrance door at any time.

We welcome any feedback from you! By providing feedback, you agree that said feedback about the Service belongs to us, and that 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 under 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 a 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 if you:

• Fail to pay any amount owed to us within thirty days of the due date;
• Are in material or persistent breach of these Terms of Service;
• Fail to remedy a breach within thirty days of a notice requiring you to remedy that breach;
• Are insolvent, bankrupt, unable to pay your debts, enter into any agreement with your creditors, or enter into administration;
• 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 and terms and conditions

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

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

10.2 Data Protection

When agreeing to these Terms and Conditions on site, you agree to your data being collected and processed by us. We will also use players' data for marketing purposes where consent has been provided.

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

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

These Terms and Conditions represent the entire agreement between you and us to any promotion and its 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 other specific rules, which will remain in full force and effect. These Terms and Conditions and the specific rules of any campaign do not create any right or benefit enforceable by any third party.