Terms & conditions
Trapped Escape Rooms Ltd
TERMS & CONDITIONS
The below terms and conditions relate to booking your event/s, attending your event/s and any activities before or after your attending the event. These terms and conditions relate to all events arranged, managed, hosted by Trapped Escape Rooms Ltd regardless of where the events are held, promoted or sold by.
1 INFORMATION ABOUT US
We are a company limited by guarantee registered in England and Wales under company number 10490234 and with our registered office at 1A Longsmith St, Gloucester, GL1 2HJ, Englad.
2 YOUR STATUS
By booking onto an event, you confirm that: · You agree to follow all rules, regulations and professional verbal direction that may be given at any time to ensure your safety during the event/s · You agree to wear all protective wear as directed and instructed by Trapped Escape Rooms Ltd’s members of staff if it is needed during the game. · You are aware of the terms and conditions for this event including late arrivals, fitness and medical requirements, cancellation policy and violent or aggressive behaviour, and · You also agree to not sharing specific information about the event that you are about to attend.
For all of our events, we recommend that all customers are at least 12 years old, as some of the puzzles may be too demanding for those younger. It is up to the parents /guardians to decide if their child will be capable.
3.1 BOOKING ONTO AN EVENT Trapped Escape Rooms Ltd is not responsible for any incorrect or inaccurate information submitted by you during the booking process. All booking updates (including information, reminders and confirmations) are sent by email only. If you do not receive any emails or the email is corrupt in anyway (blank or otherwise), please contact the Trapped Escape Rooms Ltd booking team who will endeavour to assist.
3.1.2 BOOKING BY VOUCHERS These vouchers can be redeemed on our booking system; we only accept voucher codes that are live and within date. When booking onto an event using a third party retailer voucher, the booking is unconfirmed and held until the voucher has been accepted. If the voucher code is incorrect, we reserve the right to reject the booking without notice. However, as a gesture of goodwill, we endeavour to make a reasonable number of contact attempts to rectify such queries or issues. Confirmation of a successful booking will be provided by email.
3.2 CANCELLATIONS, REFUNDS AND NON ATTENDANCE This section is relating to any cancellations or non-attendance at our events.
3.2.1 “CANCELLATION PERIOD” Trapped Escape Rooms Ltd allows 24 hours from time of booking to cancel an event or a participant place; this is referred to as the “cancellation period”. This entitles the customer to a full refund.
3.2.2 REFUNDS & RESCHEDULING Refunds are only available to customers who fall within the “cancellation period” If you would like to reschedule a game, please give us at least 7 days before your booking and we will do our best to accommodate you.
18.104.22.168 CANCELLATION BY US If an event is cancelled by us or our team, we will contact those affected and endeavour to achieve a satisfactory resolution, e.g: change date of reservation or refund. We will also endeavour to ensure that we contact everyone affected promptly however if your contact details are not correct, we are not liable for any lack of contact.
22.214.171.124.1 UNPAID BOOKINGS If payment has not been received during the booking process or at least 24 hours prior to the event, Trapped Escape Rooms Ltd reserves the right to cancel or offer any unpaid for places. We will endeavour to contact the Booker and/or participants to inform with as much notice as possible; however we are not liable if contact has not been successful.
126.96.36.199 CANCELLING A VOUCHER BOOKING When cancelling a booking that was paid for by third-party voucher; we are not able to offer a refund as you fall under your third party retailer’s policies. You should contact the retailer who sold the ticket to cancel the place or make reasonable arrangements outside of Trapped Escape Rooms Ltd. Trapped Escape Rooms Ltd are not responsible for these third party retailers, nor do we have any involvement with their cancellation policies.
188.8.131.52 CANCELLING A DIRECT BOOKING If cancelled within the 24 hours leading up to your event we may be unable to transfer your booking to another event.
3.2.3 NON ATTENDANCE If you fail to attend an event for which you are registered and have not given us prior notice then you shall not be entitled to any refund, transfer or otherwise pursuant to our refunds policy.
3.3 WEATHER The event is indoors and will not be cancelled for bad weather. If the weather is extreme (as an example – heavy snow fall) and we are forced to cancel, we will endeavour to contact all participants with as much notice as possible. We will then make arrangements directly to either transfer bookings to another session or make reasonable arrangements.
4 DURING THE EVENT
Our Gamemasters on the event each venue are dedicated to ensuring the safety and enjoyment of all participants and staff.
4.1 NON ATTENDANCE If you fail to attend an event for which you are registered and have not given us prior notice then you shall not be entitled to any refund, transfer or otherwise pursuant to our refunds policy.
4.2 LATE ARRIVALS Trapped Escape Rooms Ltd operates by tight timetables, therefore late arrivals are not acceptable. The game is comprise the introducing and health & safety speech, game and feedback at the end. You will not be eligible to a refund and transferring you to another event or date if You are late significantly.
4.3 NON PARTICIPATION DURING AN EVENT If the participant decides for whatever reason to excuse themselves from the event either at the beginning or during an event without any reasonable justification, then the Event Gamemaster will ensure the customer understands that they waive their right to any remedial activity.
4.4 BEHAVIOUR AND CONDUCT We do not tolerate drunken, abusive or aggressive behaviour, Alcohol or illegal drugs (the substance or paraphernalia) on site, again no refunds will be made available if we believe you are under the influence. Participants need to know this is a game where your brain needs to be used, Nothing needs to be forced by power or muscle, Some fixtures are moveable, but none of them require manpower to open them. We use special – “Do not touch” – sticky labels to avoid participants chance to cause damage.
4.5 EQUIPMENT – PROTECTIVE WEAR To play in our room doesn’t require any protective clothes and/or equipments, but if yes, we provide all essential protective equipment then.
4.6 HOUSEKEEPING Participants can wear all of their clothes, mobiles, all of their value, the Trapped Escape Rooms Ltd is not responsible for any missing belongings.
4.7 PARKING Trapped Escape Rooms Ltd doesn’t have any parking spaces, so normal traffic signs are valid therefore parking fees and any other cost which come up relating the customer parking during the game cost the participant.
4.8 FITNESS AND MEDICAL You are required to let a member of the team (Gamemaster) know if you have a medical condition that we should be made aware of. In the event of an accident, there is a first aid box and at the desk of Gamemasters or contact can be made with the emergency services if it is necessary · If you feel yourself uncomfortable during the game (e.g.: asthma, claustrophiba), we have a panic button inside each room, feel free to use it, however you are monitored by Gamemasters and they have right to stop the game when they see it is needed.
5 IMPORTANT BITS
5.1 LOSS OR DAMAGE You are liable for any loss or damage which you may cause to our premises or venues, or that of any external venues that we use, and agree to adhere to all housekeeping rules, procedures and policies (including policies as to behaviour and conduct) that may be in place at any venue from time to time. Trapped Escape Rooms Ltd are not liable for any loss or damage which may occur to either your property or person during the event.
6 PAYMENT AND COSTS
The price of any of our events will be as quoted in our brochures, flyers, on our website from time to time, except in cases of obvious error. These prices are inclusive of VAT. VAT NO: 275 5642 76. If the event is advertised on third party sites at a different price, this responsibility falls to them. Prices are liable to change at any time, but changes will not affect bookings in respect of which we have already sent you a Booking Confirmation email, except in cases of obvious error. You may pay for your booking online by valid third party vouchers, PayPal, credit and debit card – throughout Pay Pal. We regret that we cannot accept payment over the phone by card, credit notes or cash as payment for bookings made online through our payment processor. Credit and debit card payments made online through our site are processed by a secure payment collection service (“Payment Processor”). Our online payment processing is undertaken by PayPal. When you book an event and wish to make payment online, we will take your name, address and other details and then you will be transferred to the Payment Processor’s website to enter your credit or debit card details and finalise the payment process. The Payment Processor will need to know certain information about you in order to process payment for the booking and you hereby consent to the transfer by us to the Payment Processor of such information. The Payment Processor’s own terms and conditions apply where applicable. Please note that we cannot guarantee the security of data which you send us by email. Accordingly please do not send us payment information using email. Unless we are fraudulent or negligent, we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information that you provide us when making a booking.
Everyone at Trapped Escape Rooms Ltd is dedicated to safeguarding and preserving your privacy when visiting our site. This policy explains what happens to any personal data that you provide to us, or that we collect from you when you are on this site.
7.1 INFORMATION WE COLLECT : Trapped Escape Rooms Ltd is committed to safeguarding your privacy, so if you've trusted us with your personal information we promise to treat it respectfully and in accordance with the General Data Protection Regulation (GDPR). The GDPR (EU) 2016/679 is a regulation in EU law on data protection and privacy for all individuals within the European Union. We promise to only use your personal information (provided by you at the point of booking your game) to process your payment, make your booking and keep you up to date with relevant offers via email - but only if you opt in to receive these updates. Game bookings made via our website are processed using our booking system Resova. We don't rent or trade email lists with other organisations and businesses.
7.3 USE OF YOUR INFORMATION The information that we collect and store relating to you is primarily used to enable us to provide our services to you. In addition, we may use the information for the following purposes: · To provide you with information requested from us, relating to our products or services. To provide information on other products which we feel may be of interest to you, where you have consented to receive such information. This will not be regular information, because we know how annoying it is. But if we have something really cool we think you might want to know we will send it over. · To meet our contractual commitments to you. · To notify you about any changes to our website, such as improvements or service / product changes, that may affect our service. If you are an existing customer, we may contact you with information about events, goods and services similar to those which were the subject of a previous sale to you. We will not permit or share your data with third parties, even if the information, goods, services or events they offer is really cool.
7.5 DISCLOSING YOUR INFORMATION Where applicable, we may disclose your personal information to any member of our group. This includes, where applicable, our subsidiaries, our holding company and its other subsidiaries (if any). Where we are legally required to disclose your information. To assist fraud protection and minimise credit risk.
7.6 THIRD PARTY LINKS You mind find links to third party websites on our website. These websites should have their own privacy policies which you should check. We do not accept any responsibility or liability for their policies whatsoever as we have no control over them.
7.7 ACCESS TO INFORMATION The Data Protection Act 1998 gives you the right to access the information that we hold about you. Please note that any demand for access may be subject to payment of a fee of £10 which covers our costs in providing you with the information requested. Should you wish to receive details that we hold about you please contact us.
We may use photographs taken at events in publicity and marketing materials, including use on our site. Your attendance at an event may mean that you are featured in such photographs and you are deemed not to object to the taking of such photographs as detailed above. If you do not wish to be included in any photograph, please notify the Gamemster at the relevant event prior to the photographs being taken.
9 ENTIRE AGREEMENT We reserve the right to vary these terms and conditions.