Once you have placed your order your will receive a confirmation email. Please bring this confirmation with you to your game.
If your booking confirmation email does not arrive within a few minutes of completing your payment please check your spam folder before contacting us.
PLEASE REMEMBER TO ARRIVE 15 MINUTES BEFORE YOUR GAME
PLEASE DO NOT BE LATE!
Booking Terms & Conditions
When making a booking you agree to be bound by the following terms and conditions. As part of the online booking process you confirm that you have read carefully and understood the contents of these terms and conditions. You are making this confirmation on behalf of yourself and all persons taking part in that booking
Before you make your booking
MEDICAL AND DISABILITY CONCERNS
Regrettably our venue is not wheelchair accessible. This is due to the suitability of the rear emergency exit for wheelchair users. Two of our games are also on the first floor of our venue.
Many of our games require players to enter into small crawl spaces and to remain on their feet for the duration of the game. Many also contain jump scares. Should you or a member of your group have any questions about this please contact us before making a booking to discuss the suitability of our games.
Standard game prices can be found on our website and are subject to change at any time.
If you have a discount code it should be entered into our online booking system at the checkout stage. A deduction in the total balance will then be made if the code is valid. We reserve the right to withdraw and/or cancel any discount codes at any time without notice.
Any additional players added to an existing booking will be charged at £20.00 per person. Please contact us if you wish to add any other players to your booking. Total team numbers must not exceed 6 players.
All of our bookings should be made through our online booking system. You will received a booking confirmation email to your inbox shortly after paying for your game online. Please check your spam folder if this does not arrive. You will need to bring your booking confirmation with you to your game. When your booking confirmation email has been received please check that your details are correct and please notify us immediately of any errors. We are not responsible for any incorrect entry of personal information which may cause a delay in your confirmation email arriving. .
All payments made online via our booking system are handled through our payment processor and your payment card information will not be stored by us. In the unlikely event that your payment is declined or does not process through to our account we reserve the right to request that you make payment with an alternative method. If we cannot get hold of you or payment is not received then we will cancel your booking.
CANCELLATIONS, REFUNDS & RESCHEDULING
EO Escape Rooms offer a strict cancellation and rescheduling policy. This is because we offer a one to one service, each booking has their own private games master who will look after that party for the duration of their game(s). We staff our venue on demand only and not for set hours on set days. When a booking is made we make contact with our games masters to arrange for cover for that booking. Our games masters require as much notice as possible and the shorter the notice period the more difficult it is for us to staff your booking.
It is for this reason that refunds will not be given for failed attendance to a scheduled game. If you can no longer make your game please call us. If we have the availability we may be able to assist with rescheduling your game. This cannot be guaranteed and for games rescheduled with less than 48 hours notice you may still be charged for your initial booking.
If you are late to your game we will not be able to continue with your game as this may delay other bookings and you will not be entitled to a refund. If you are going to be late due to circumstances out of your control please contact us giving as much notice as possible and we will see if there are any other arrangements we can make to assist you. We can make no guarantees as this is not always possible as we may be booked to capacity.
However, full cancellation requests that are received by us within 24 hours of your booking being made will entitle you to a full refund. We do not offer partial refunds for a partial cancellation of your booking. Any cancellation requests received after 24 hours of the booking being made will only be refunded in exceptional circumstances and at the discretion of the Directors of EO Escape Rooms.
In the unlikely event that we need to cancel your game we will make reasonable attempts to contact you using the details provided during the booking process. In this situation you will have the option of rescheduling your game or receiving a full refund. EO Escape Rooms are not responsible for unsuccessful contact with you if your details are entered incorrectly during the booking process and EO Escape Rooms will not be held liable for any associated costs such as travel and/or accommodation expenses that have already been incurred by you.
Before you arrive for your game
DRINK & DRUGS POLICY
The consumption of alcohol and/or illegal drugs is strictly prohibted within all areas belonging to EO Escape Rooms. This includes the car park, the communal external areas, communal internal areas, the bathroom and all of the games rooms.
If our staff believe any player to be under the influence of alcohol or illegal drugs they reserve the right to reject that player or their entire group without refund.
We have a zero tolerance policy towards drunken, abusive behaviour towards other members of your team, other customers and our staff. Anyone acting in an abusive manner will be asked to leave and will not be permitted to return. They will not be refunded.
Whilst at our venue
IINSTRUCTIONS AND SAFETY
Whilst we have endeavoured to create the safest environment possible you and your group participate in our games at your own risk. To help you to help us keep you safe we have placed stickers on certain items in our games rooms. These stickers are either EO ESCAPE ROOMS stickers which indicate that particular item does not form part of your game, or DO NOT TOUCH stickers which indicate that item should not be touched as it may be unsafe to do so.
While on our premises, you agree to adhere to all housekeeping, safety and game rules that we may make you aware of either verbally or as set out in our briefing video which will be shown to all players before their game.
All games are monitored via CCTV and from time to time your games master may feel it necessary to remind you or members of your team of the rules during your game if any member of your team is seen breaking these rules either intentionally or unintentionally. Our games masters reserve the right to stop your game at any time if they deem it necessary for the safety or your team, our staff or other visitors.
Please do not enter any areas which display a STAFF ONLY sign. These areas are off limits to all visitors to our centre.
Smoking is strictly prohibited in all internal areas of our venue. If you wish to smoke please go outside and step away from the building and dispose of your rubbish responsibly.
YOUR PERSONAL BELONGINGS
You will be offered the use of a locker to store your personal belongings while participating in a game. The lockers are free of charge to use and you will be required to keep your locker key with you for the duration of your game – this key will not open any locks within your game so please do not try to use it in any of the padlocks! When you have gathered your belongings please leave the key in the locker for the next person.
Please note that we are not liable for loss of or damage to your personal belongings.
Refunds will not be given if any member of your group no longer wish to participate either at the beginning of or during your game. All players are free to leave the game to use the facilities but please make your games master aware that you are leaving. This is so that in the unlikely event of an emergency your games master will know that you are no longer in the game room. If you wish to return to the game please let your games master know so that they can show you back into your room.
The game timer will not be stopped or paused unless all players leave the game.
If you leave the game to use the facilities you may return and rejoin your team, however, if you leave and choose not to return then you will not be offered a full or partial refund.
PHOTOGRAPHY & MOBILE PHONES
Photography is strictly prohibited. This includes voice recording and video recording.
Our game rooms are mobile free zones and all mobile phones which are not left in our lockers should remain in your pocket for the duration of your game. The whole team will be asked to leave if any player is seen using their mobile phone. You will not be refunded.
CONSUMPTION OF FOOD AND DRINK
Food and drink may only be consumed in our communal areas and must be placed in a locker throughout the duration of your game. We do not allow food or drink to be consumed inside any of our games rooms.
We do have a vending machine in our downstairs waiting area. Cans of soft drinks and bottled water are available at the cost of £1.00 per drink.
LOSS OR DAMAGE TO OUR PREMISES AND PROPERTY
You are asked to please not intentionally damage our locks, props or other items within your room. Our games do not require players to use excessive force to move props or items. If the item does not move or open easily it is not intended to be opened or moved and should not be forced. Players should not be intentionally destructive in any way or do anything which may cause a danger to themselves or others.
You are liable for any loss or damage that you or your group cause to our props and/or premises and you should be aware that, if necessary, we will use CCTV footage of your visit to support any claims or other remedial action.
After your game
At the end of your game you will be offered a team photograph which will be published on our social media pages. If you do not wish to appear on our social media pages please notify us after your event and we will not take your photograph. If you choose to leave us a review we may copy it onto our website. If you would rather we did not publish your review on our website please let us know.
LEAVING OUR VENUE
At the end of your game please ensure that you have gathered all your belongings. We are not responsible for reuniting any items that you leave behind with you.
Please leave your locker key in the correct numbered locker and check your pockets to ensure that you do not take anything that belongs to us home with you unintentionally. This could cause delays to any bookings following yours.
When you leave our venue please be considerate to our neighbours by not making excessive noise.
Finally, please feel free to recommend us to your friends, family and colleagues but please refrain from sharing any details of puzzles or internal areas of the room. The internal areas of our games rooms are top secret!