Terms & Conditions  London

Terms & Conditions

Website Use, Privacy Policy, Booking,
Cancellation & Rescheduling Policy,
CAP Terms of Service

Table of contents

  1. 1. Website use and security
  2. 2. Privacy Policy
  3. 3. Booking | Escape room & VR Experience bookings | Cancellation and rescheduling policy | Regarding COVID-19
  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

1. Website use and security

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 as "the website" and the Mobile Apps ("Sheep-o-Shooter" and "clueQuest AR") are owned and operated by clueQuest Ltd. referred to as "the company", "we", "us" (registered office at C/O Evla, 30 Worthing Road, Horsham, England, RH12 1SL, registered in England under company number 08520209, VAT number 182 6890 71). The term "you" refers to the user or viewer of our website.

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

  • The content of the pages of this website is for your general information and use only and it 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 expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own 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 in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in 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.

2. Privacy Policy

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.

3. Booking

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 to whom a booking is added or transferred.

We act in the following capacities: as an escape experience game provider (for corporate team buildings, friends and family outings etc) and as game-based assessment provider (‘clueQuest Assessment Programme’, ‘C.A.P’) for recruiters and corporate employers. 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.

Section A applies to bookings where we act as an escape game experience provider and Section B applies to cancellations and rescheduling.


This section applies to escape game bookings made via our website for company team building, family and friends outings, school outings, birthday celebrations etc. The booking process is explained in detail in our F.A.Q.

3.1 Age restrictions & Students & Booking responsibility

a. clueQuest Missions

Our missions (with the exception of Revenge of the Sheep and cQ ORIGENES) are 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 adults 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.

If all players in a team are under the age of 16, please be aware that you must arrange for a supervising adult to join the team in the game. 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 of children).

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.

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

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 between 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.

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

b. Ubisoft’s VR Experience

The Escape the Lost Pyramid VR experience can be played only as a team of 2 or a team of 4 and the game is suitable for ages 16+ only.

While players will not share the VR experience with those outside of their group, the space may accommodate two separate bookings at the same time. However, experiences should remain largely unaffected.

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.

Bookings can only be made via the online booking system on our website or in person at our business premises. You are entirely responsible for entering your details correctly on our online booking system.

clueQuest is a live event with a scheduled start time and you are responsible for ensuring that all of 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. Please note that the 15 minutes cut-off time only applies to our escape rooms. For VR experience bookings you will be required to be all present for the start of the game.

If your party has not arrived 15 minutes after your booked game start time, this will be treated as no-show and we will have to refuse entry to your game. No refund or rescheduling is 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.

Student groups who book with us for Mondays or Tuesdays benefit from a special student rate of £20 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.

Glasses-wearers are advised to check whether their frames comply with the sizes specified here. This helps to avoid discomfort and ensure a fully immersive experience. Those who are able to seek alternatives, such as contact lenses, are encouraged to do so.

Vertigo sufferers should note that the game includes moments of virtual climbing which gives the illusion of being high above the ground.

3.2 Gameplay & Conduct

No video recordings or photos are allowed inside the rooms. You are expected not to use any video/audio recording device during the game (this includes,without limitation, mobile phones, recording devices 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 planning to film or take photos at our venue for review purposes, then please get in touch at escape@cluequest.co.uk for permission.

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. Ubisoft terms & conditions apply separately to the Escape the Lost Pyramid VR experience.

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).

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 under 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 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.

Swearing or abusive words are strictly forbidden during VR experiences shared with other teams.

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 prior to your booking.

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.

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 48h with the sole purpose of documenting evidence of illegal behaviour, such as committing willful damage to company property or harassing members of staff. For CAP (clueQuest Assessment Programme) customers, recordings may be stored indefinitely for feedback, training and data purposes.

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 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 for in this way, please advise our employee at the time your photo is taken.

3.3 Pricing and Availability

All game dates are released 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 booking that you have already placed.

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

3.4 Payment & Booking confirmation

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. Please refer to point 3.4.

We accept the following methods of payment on our website, through our secure booking service supplier PayPal, who will process your payment card data without it having to be 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 booked including details of the time and place of the game 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
  • 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 valid for up to the number of people shown on the booking confirmation.

Your booking confirmation email is also proof of payment and will gain you entrance to our premises. You need to present your booking confirmation email either as a print out, 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 finalized before your scheduled game(s) using one of the methods mentioned under point 3.3.

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 or received as gifts are valid for 6 months from the date of purchase and can only be redeemed online, upon booking.

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.


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

The company hosts live experiences and once a booking is confirmed, we can not accept any cancellations and/or rescheduling requests or offer refunds.

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.

3.7 clueQuest Missions

a. Between 1-2 escape rooms booked
  • A voucher will be issued for cancellations up until 14 days prior to a booking
  • No voucher will be possible for no-shows, incomplete teams or cancellation requests forwarded less than 14 days prior to a booking, but we will be able to reschedule your booking for a handling fee of £30/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 Ubisoft’s VR experiences

  • A voucher will be issued for cancellations up until 14 days prior to a booking
  • No voucher will be issued for no-shows, incomplete teams or cancellation requests forwarded less than 14 days prior to a booking, but we will be able to reschedule your booking for a handling fee of £30/team.

4. Your legal rights

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.

5. Our liability

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, 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.

6. Feedback

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.

7. Advertising

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

8. Law, jurisdiction and third party rights

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.

9. Ending the 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 30 days of the due date;
  • Are in material or persistent breach of these Terms of Service;
  • Fail to remedy a breach within 30 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. Ongoing promotions and competitions

10.1 Promotion information & terms and conditions


The following terms and conditions apply to the #cQpageoftheweek competition run by clueQuest Ltd.

The competition will run via the company's official Facebook, Twitter and Instagram pages (@clueQuest) on a weekly basis starting from 09/08/2019

To enter the competition you must:

  • Leave a design in our guest book
  • Upload your design with the hashtag "#cQpageoftheweek" on Facebook, Instagram or Twitter
  • Be following our page

A team page will be chosen from our guest books every Friday to be featured via our Facebook, Twitter or Instagram page.

We will contact the winner via inbox/direct message asking for your booking confirmation and mailing address to post your freebies for you and up to 5 other team members.

Freebies consist of personalised magnets with your team's photo, branded lanyards and a cQ photo frame for the team member that submitted winning page.

10.2 Data Protection

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

We will also use entrants’ personal data for marketing purposes where consent has been provided.

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

10.3 Data Protection

These terms and conditions, represent the entire agreement between you and us in relation to the 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. These terms and conditions and the specific rules do not create any right or benefit enforceable by any third party.

The Promotion, 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.

For all enquiries in relation to this Promotion or these terms and conditions, please contact escape@cluequest.co.uk.