Terms and Conditions

Last Updated: 10th March 2024

What is Flexibooking?

Flexibooking is an optional add on that allows you to add flexibility to your booking for a small fee. With Flexibooking, you can cancel or reschedule your booking up to 6 hours before the start time of your game.

We offer Flexibooking because we understand that sometimes unexpected things can happen, and you may need to cancel or reschedule your booking. By offering this service, we provide you with peace of mind and added flexibility to make changes to your booking if needed.

Additionally, offering Flexibooking allows us to better manage our resources and game availability. By knowing in advance if a customer needs to reschedule their booking, we can make the necessary adjustments to ensure a smooth and enjoyable experience for everyone involved.

Overall, Flexibooking is a win-win for both you and our business, as it provides you with added flexibility and helps us better manage our resources and game availability.

When requesting a refund, the cost of Flexibooking is excluded from all costs and cannot be refunded.

Important to know

If you choose not to purchase the Flexibooking option, your booking will be non-refundable and cannot be transferred to another date or time. This means that once a booking is made, you will not be able to cancel or reschedule your game and you will not receive a refund if you are unable to attend.

We strongly recommend that customers consider purchasing the Flexibooking option if you think there is a possibility that you may need to make changes to your booking. This will provide you with added flexibility and peace of mind in case your plans change.

We understand that unexpected circumstances can happen and we strive to be as accommodating as possible. However, without the Flexibooking option, our policy is that bookings are non-refundable and cannot be transferred to another date or time.

Booking Terms & Conditions

Bookings:

1. Bookings must be made in advance through our website booking form.
2. Bookings are subject to availability.
3. We recommend players are aged 14+
4. Players who are 13 or younger must be accompanied by paying an 18+ player.
5. Our experiences are not suitable for children's birthday parties.
6. Once a booking is made, it cannot be cancelled or refunded unless Flexibooking has been purchased and the terms of Flexibooking have been adhered to.

Gift Vouchers:

1. The voucher code can only be redeemed once and is valid for a single booking at the Puzzled Escape Rooms.
2. No change or credit will be given if the total booking cost is less than the voucher amount.
3. If the total booking cost exceeds the value of the voucher, the difference must be paid by the voucher holder using one of the accepted payment methods.
4. The voucher is valid for a period of 12 months from the date of purchase.
5. Vouchers are subject to availability for booking slots at Puzzled Escape Rooms.
6. Puzzled Escape Rooms reserves the right to amend or cancel bookings in the event of unforeseen circumstances. In such cases, the voucher holder will be offered an alternative booking.
7. To redeem the voucher code, the voucher holder must make a booking through the official website or booking platform, using the provided voucher code.
8. The voucher code must be entered during the online booking process. It cannot be redeemed after a booking has been confirmed.
9. Vouchers are transferable and may be given as gifts to others.
10. Puzzled Escape Rooms is not responsible for lost or stolen vouchers. Vouchers will not be reissued or replaced.
11. Vouchers are non-refundable.
12. In the event of cancellation by the voucher holder, the standard cancellation policy applies.

Arrival and Latecomers:

1. You must arrive 10 minutes before your scheduled booking time.
2. If you arrive late, we cannot guarantee entry and no refunds will be given.
3. Latecomers may have their game time shortened.

Health and Safety:

1. You must be in good health and free from any medical conditions that may be aggravated by participating in our escape rooms.
2. Participants under the influence of drugs or alcohol will not be permitted to play and no refunds will be given.
3. No food or drink is allowed inside the escape rooms.
4. Our games contain flashing lights and other immersive factors, please make us aware of any triggers you may have so that we can make accommodations.

Intellectual Property:

1. Our escape rooms and all associated materials, including puzzles, designs, and logos, are our intellectual property and may not be reproduced or used without our written consent.

Liability:

1. We are not responsible for any injury or damage to personal property that occurs during your visit.
2. Participants play at their own risk.

Privacy:

1. We collect personal information from participants solely for the purpose of booking and playing our escape rooms.
2. We will not share your personal information with any third parties without your consent.
3. By booking our escape rooms, you agree to these terms and conditions.