Terms and & Conditions
When making a booking with Co-Decode Live Escape Games (‘we’ / ‘us’ / ‘our’) or hiring one of our portable games, the booker/hirer (‘you’ / ‘your’) agrees on behalf of all persons taking part in that booking to be bound by the terms and conditions set out herein. It is your responsibility to make sure all other participants are also aware of these terms and conditions, as well as any other rules explained by us concerning the safe and appropriate operation of our portable games.
As part of the online booking process you will be asked to confirm that you have read carefully and understood the contents of this document.
2. BEFORE YOUR EVENT
2.1 – AGE RESTRICTIONS
The minimum recommended age for game participants is 10 years. If you wish for a player under the age of 10 years to take part in one of the games at our premises, you must inform us of this prior to booking. We reserve the right to refuse entry to participants under the age of 10 years on the grounds of safety and suitability.
Any participants under the age of 16 must be accompanied and supervised in the game room by at least one paying adult (aged 18+) who accepts responsibility for the welfare of those participants less than 16 years of age. Participants aged between 16 and 18 years will require an adult (aged 18+) present on site during their game (but not necessarily in the game room).
If all participants appear to be under 18 years of age we may ask for proof of age of at least one adult (aged 18+). If proof of age cannot be provided, the participants will not be allowed to start their game and will be ineligible for a refund or other remedial action.
2.2 – MEDICAL AND DISABILITY CONCERNS
We endeavour to make our games as accessible as possible. Should you or a member of your group have a disability or medical problem that could affect your game, please contact us before making a booking to discuss the suitability of our games.
2.3 – PRICING
Standard game prices can be found on our website and are liable to change at any time. Changes in pricing will not affect bookings that have already been confirmed, except in cases of obvious error where we reserve the right to invoice you for any monies that you subsequently owe to us. If we do not receive these monies in advance of your event then we will not be obliged to fulfil your booking.
2.4 – BOOKING
Online bookings are not made final until payment has been taken and booking confirmation has been received by you (on screen and via the email address you provided when making the booking). Any booking slot(s) selected by you on our online system will be temporarily reserved and held in a shopping basket for 20 minutes. If the 20 minute timer expires and your booking has not been completed then the selected slot(s) will be made available again to other customers.
All credit and debit card payments made online via our Resova booking system are handled through our payment processor, Stripe. Your credit card information will not be stored by Resova or by us.
We are not responsible for the accuracy of information submitted by you during the booking process and therefore are not responsible for any problems arising if the contact details you have provided are incorrect. If you do not receive a confirmation email after making an online booking, or if any details on the confirmation email are incorrect, please notify us immediately. Please check your spam folder before contacting us.
2.5 – GIFT VOUCHERS AND DISCOUNT CODES
Gift voucher codes or discount codes should be entered into our online booking system at the checkout stage. We will accept such codes so long as they are valid and have not exceeded their expiry date. If, prior to your event taking place, we discover that a gift voucher code has been stolen and/or falsely used then we reserve the right to reject the booking without notice.
Gift vouchers have no monetary value, cannot be exchanged for cash and are valid for 12 months from the date of purchase. Gift vouchers can be used as full or part payment for any game(s). If a voucher’s value exceeds the booking cost then any remaining value will remain on that gift voucher, but will still be subject to the initial expiry date of 12 months from voucher purchase.
We reserve the right to withdraw and/or cancel any discount codes at any time without giving reason. We also reserve the right to remove any applied discount code from your booking in cases where there is an obvious error and to invoice you for any monies that you subsequently owe to us. If we do not receive these monies in advance of your event then we will not be obliged to fulfil your booking.
2.6 – CANCELLATIONS AND REFUNDS
Because our games are ‘live’ events, we operate a strict cancellation and refund policy.
Full cancellation requests that are received by us within 24 hours of your booking being made will entitle you to a full refund. Likewise, requests to cancel one or more participants that are received by us within 24 hours of your booking being made will entitle you to a partial refund (the value of which will be calculated based on team size prices, not per-player prices).
Any cancellation requests that are received more than 24 hours after the time of booking will not be eligible for a refund except in extreme circumstances, such as a death or bereavement, of which proof may be required.
Refunds will not be given for late or failed attendance to a scheduled game unless we have received prior notice and the reason falls under ‘extreme circumstances’, as above.
We reserve the right to cancel your booking in any circumstances. In the unlikely event that we do need to cancel your game we will make reasonable attempts to contact you via the details provided during the booking process. We will offer you the choice of rescheduling your game or receiving a full refund. We are not responsible for any associated costs such as travel and/or accommodation expenses that have already been incurred by you.
Once acknowledged and confirmed by us, all refunds will be processed within 14 days.
2.7 – RESCHEDULING
Should you be unable to attend your initial booking but do not wish to cancel (or are unable to cancel under our policy outlined above) then we will endeavour to accommodate rescheduling, depending on the availability of un-booked slots and the time remaining until your game is due to begin.
Rescheduling requests that are received at short notice (less than 72 hours* prior to your booked event taking place) will incur a £10 rescheduling fee. *Until further notice we are temporarily relaxing this to 12 hours notice where players are impacted by the Coronavirus outbreak.
If a game is rescheduled successfully, your originally booked slot will be offered to other customers.
All rescheduling will take place at the owner’s sole discretion.
3. DURING YOUR EVENT
3.1 – PARKING
We are located within BSS House, which has a large number of parking spaces available directly outside. These are available on a first-come, first-served basis. Vehicles and their contents are left at their owners’ risk. We are not liable for any loss or damage arising from the use of this car park.
3.2 – YOUR PERSONAL BELONGINGS
We can provide a limited amount of lockable storage for you and your group to use while participating in a game. However, we are not liable for loss of or damage to your personal belongings, regardless of whether you choose to use our storage facilities.
3.3 – LATE ARRIVALS
You and your entire group must arrive at least 5 minutes before the booked start time of your game. Games will be preceded by a rules and safety briefing, which is mandatory for all participants.
We operate ‘live’ events and are unable to delay the games of other customers if you and your group are not punctual. Any late arrivals will have their game time reduced accordingly or, if more than 30 minutes late, may not be allowed to play. No refunds or remedial action will be given for late arrivals.
3.4 – NON-PARTICIPATION
Refunds will not be given if (either at the beginning of or during a game) you or any other member(s) of your group decide to no longer participate without reasonable justification. However, at the Game Master’s discretion, customers who have chosen not to participate may be allowed to view their game remotely for the remainder of its duration.
3.5 – INSTRUCTIONS AND SAFETY
While we endeavour to create the safest environment possible, you and your group participate in our games at your own risk.
While on our premises, you agree to adhere to all housekeeping, safety and game rules that we may make you aware of. Your game will be preceded by a briefing that will include important information, such as fire safety procedures.
All games are monitored via CCTV by a Games Master and we reserve the right to stop your game at any time if we deem it necessary for the safety of any/all participants.
3.6 – PHOTOGRAPHY
Taking photographs/videos of any of the game rooms or their contents is strictly prohibited.
3.7 – ALCOHOLIC DRINK AND DRUG POLICY
We have a zero tolerance policy towards drunken, abusive behaviour and the possession or use of illegal drugs. If we believe a customer to be under the influence of alcohol or illegal drugs then we reserve the right to reject that customer or their entire group without refund or remedial action.
Alcohol may not be brought into or consumed within any of the game rooms.
3.8 – CONSUMPTION OF FOOD AND DRINK
With the exception of bottled water, food and/or drink may not be brought into or consumed within any of the game rooms.
3.9 – LOSS OR DAMAGE TO OUR PREMISES AND PROPERTY
Our games do not require players to use brute force or to be destructive in any way. You are liable for any loss or damage that you or your group cause to our props and/or premises. You should be aware that, if necessary, we will use CCTV footage of your visit to support any claims or other remedial action.
4. PORTABLE GAME HIRE
4.1 – OWNERSHIP
All equipment hired remains the property of Co-Decode Live Escape Games at all times.
The equipment must only be used at the venue agreed at the time of booking and may not be hired out to a third party. In addition, when equipment is hired for a private event it must not be made available to a wider audience.
The person(s) hiring the equipment shall accept full liability for any wilful damage caused to or theft of the equipment whilst hired to them.
A pre-authorised security deposit to be agreed in advance by both parties will be required before your event. This will be unblocked within 7 days, provided that all equipment has been returned in the same condition in which it was received. If the equipment is returned damaged or incomplete we reserve the right to retain up to and including the full value of the security deposit.
4.2 – EQUIPMENT USE
All equipment should be used as directed by a member of our staff and as detailed on our website.
The equipment is only to be used indoors, in a smoke-free environment. If, before your event, we have reasonable cause to suspect these conditions will not be met, we reserve the right not to deliver the equipment to you. If, after your event, we have reasonable cause to suspect these conditions were not met, we reserve the right to retain up to and including the full value of the security deposit.
4.3 – SAFETY
Co-Decode Live Escape Games and its employees will not be held responsible for any loss or damage caused by undue care and attention from the users of any of our hired equipment. If a member of our staff is in attendance we will endeavour to ensure safety at all times but cannot guarantee against any accidents.
When hiring one of our portable games, a responsible person capable of exercising authority over children must supervise the equipment at all times. Our portable games are not designed for young children and contain small parts that could present a choking hazard.
As clearly specified on our website, some of the equipment is heavy and should be handled accordingly. We cannot be held liable for any personal injuries caused by undue care and attention from the users of any hired equipment.
Some of our hired equipment contains edible prizes. Food allergy information has been included within the equipment and should be consulted before consumption.
4.4 – DELIVERY, COLLECTION AND RETURN
Delivery and/or collection and/or return instructions should be discussed with us prior to hiring our equipment.
In the event of traffic or other uncontrollable circumstances preventing us from being able to fulfil our contracted obligations, our liability shall be limited to a refund of any monies paid in relation to the contracted event or pro-rata reduction in the hire fee in the event of a significantly delayed start. No further compensation will be paid.
The driver reserves the right not to deliver any equipment, if the delivery access is not sufficient (for example, parking, steps, narrow doorways, etc.) and these circumstances were not declared at the time of booking the equipment.
Where equipment needs to be delivered into or through buildings, it is your responsibility to ensure that any floors, fittings, furnishings or other such items are covered with protective material if necessary. Whilst we will always act with caution, Co-Decode Live Escape Games cannot be held responsible for damage to any floors, fittings, furnishings or other such items, however caused.
If the equipment is returned late, and impacts on our ability to honour any subsequent bookings, we reserve the right to seek compensation from you to cover any loss of earnings that occur as a result.
As part of your event we will take team/group photographs and will upload these to our social media pages. Any photographs taken may also be used in publicity and marketing materials. If you do not wish to appear in any photographs, or if you do not wish them to be used as indicated above, please notify us during your event before photographs are taken.
If you are booking on behalf of a business or company then we may include your company’s logo on our website solely to indicate that you are/have been one of our valued corporate clients. If you do not wish for us to use your logo in this way then you must inform us prior to booking.
6. FORCE MAJEURE
If the performance of our contractual obligations is affected by an event that we could not foresee or avoid, even with all due care, then we cannot accept liability or pay any compensation.
Last updated 16/03/2020