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We might change this policy from time to time, due to changes in the law or our policy.
We will immediately update this page and you will be deemed to have accepted any changes on your first use of the website following the changes. We recommend that you check this page again to ensure that you are aware of the latest changes.
These Terms and Conditions are governed by English law. These Terms and Conditions are only available in English.
Escape Engines are committed to making sure that your privacy and data is protected. Any of your data will only be used in accordance with this statement.
We take the protection of your personal information very seriously and will take reasonable precautions to follow industry best practice, to ensure that it is not misused, disclosed, accessed, altered or stolen.
We keep your name, address and contact details like phone and email on our system to help us provide you with a good service and deal with any problems you might have with your order or service. We will also ask you for information to validate your booking and ensure it is inline with our ability to deliver a good service.
We may use the information you provide for the following:
- Providing our service
- Providing you access to our site
- Replying to emails or contacting you regarding your booking
- Processing your booking and payment
- Reviewing our customer feedback and experience
- We will use your email for marketing if you have opted in
- Anonymously analysing the usage on our website
We keep the information to do with your game, such as your score, we may publish this information on our leaderboard and we will publish it under your team name. We ask that you do not put any personally identifying information in your team name.
We ask participants if they would like to provide their email addresses for the purpose of emailing a score certificate and game photos. We give them the opportunity to opt in to marketing at this point. If they do not wish to provide their email address for this purpose they do not have to and it will not hinder their experience.
We will also ask you to complete a small survey on the completion of the game, this information helps us to improve our service and is anonymous.
When you visit our website, we use third-party services from Google Analytics and Facebook to collect standard internet log information and details of visitor behaviour patterns. We do this to find out such things as the number of visitors to the various parts of the site. This information is only processed in a way that does not identify anyone. We do not provide Google or Facebook with any of the personal data that you provide to us.
Some features of our site require cookies. You may choose to block cookies with your browser settings, however some parts of the website may not function. We have taken care to ensure that your privacy is not at risk by allowing them.
When you provide us with the information to complete a transaction or place an order, we imply that you consent to us collecting it and using it for that specific reason.
If we ask for your information for another reason, such as marketing we will ask you to express your consent or give you an opportunity to say no.
We may use the email address you give us to contact you if there is a problem with your booking, but we won’t send you a marketing email unless you have opted in.
When you opt in to receive marketing emails you may unsubscribe at any time using the link at the bottom of the email.
We will never share your information with any third parties for direct marketing purposes.
We will share your information with companies that help us provide our services to you, such as our booking system company or payment company. These companies will only use the information we give them for the purpose of fulfilling the service you have requested. These companies will have their own privacy policies and we recommend that you read their privacy policies in order to understand how your information will be processed.
We will not sell or lease your information. We may disclose your information if we are required by law to do so or if you violate our terms of service.
In the event that the business were to change hands, this privacy policy would still apply and they would be permitted to use your information only for the same purpose that it was originally collected.
You have the right to withdraw your consent to us using your personal data at any time.
You can:
- Request details of the information that we hold about you,
- Update the information we hold about you,
- Ask us to erase the information
- Or make a complaint about privacy
by contacting us at info@escapeengines.com.
We will take photographs before and after the experience. By accepting these terms and conditions you are agreeing that any photos that may be taken are OK to be stored by us and used for marketing purposes. You may notify the games master if you do not wish to have your photograph taken and you will be given the opportunity to opt out of this.
We will also take CCTV footage during the Escape Game, this will be stored until the end of the working day and then deleted, unless still required for security purposes. By accepting these terms and conditions, you consent to CCTV footage being taken and stored for less than 24 hours.
We keep data for as long as we need to in order to use it as described.
Data security is very important to us and to protect your data we have taken suitable measures to safeguard and secure data collected through our site and during the escape experience.
Our booking system is appointedd. It uses a strong SSL encryption protocol (TLS v1.2), a strong key exchange (ECDHE_RSA with P-256), and a strong cipher (AES_128_GCM) to encrypt communication of customer data over HTTPS between the clients, servers and the database. We ask that you check their website, www.appointedd.com, to keep up to date with their security information.
We do not store any payment details or credit card details you use for your purchase - that’s all securely handled by our payment provider: Square. Please read their website www.squareup.com to find out more about their secure payments.
Escape Engines are committed to providing a great customer experience. As this is an unusual offering we recommend that you thoroughly read through the booking policy in advance of booking to ensure that you understand the terms.
You must not exceed the number of participants in the booking confirmation. We have a limit that is necessary due to health and safety, if more participants than have been booked turn up then the person who booked will need to decide who to turn away.
We recommend 12 as the youngest participant in our Zombie escape room experience. You can have younger in attendance however you will need to be responsible for ensuring their safety. If there are more than 1 under 18 year old you must include at least 2 responsible adults over 18 as participants.
The content of the Zombie game includes medical stuff, references to the apocalypse, it doesn’t include scares or gore. However we do ask that you check with the participants that they will be ok with Zombies and related content before hand.
Participants must agree not to take photos or record video in the vehicle with their own devices.
Any items, fixtures or fittings destroyed by any participants will incur an extra cost and the person who booked will be responsible for that cost.
Please ensure that you notify us if you require disabled access in advance so that we can ensure this can be catered for. Disabled access is via the back door, so the van will need space to allow for this. We may need to change the number of participants accordingly.
We ask that you and all participants are ready 10 minutes prior to booking. If you are later than that, you must notify us as soon as possible. If you are later than 15 minutes after booking time it will be cancelled with no refund. If any participants do not turn up then we can proceed without them however, there will be no refund for them.
We add a 2 hour buffer to each booking. If you have booked multiple sessions in your booking, we will attempt to keep running on time. If there is a delay for any reason and that time starts to eat into other bookings or affect your multiple sessions, we may need to shorten the sessions in order to ensure that we can keep to the agreed times. In this circumstance we will discuss with you what your options are and come to an agreeable arrangement to ensure that everyone gets their turn.
In order to book online through our booking system, you must be within a half hour driving distance of Cambridge UK to ensure that there are no overlapping bookings. If you are outside of this area we ask that you call us to book and be aware that we may need to charge extra for any bookings outside of our service area.
It is your responsibility to provide a suitable location for us to park.
It must be either:
- A private location where you are the owner or have written permission from the owner for us to park.
- A street location with enough space for us to park with the door facing away from the road.
The parking space must be big enough for the van and the access must also be big enough. The van is h1213 w1213 d1231.
On the day, if the games master deems the area you have chosen to be unsuitable or unsafe we will make reasonable adjustments to try to find a location that is. If a suitable location is not found within 15 minutes of the start of the original booking we will cancel without refund.
If there are any unexpected costs incurred due to parking, you will be expected to cover them. This is including and not limited to parking fines.
We will not transport you in the vehicle. In the case of an emergency we will ask you to exit the vehicle and go to a safe place before we move the vehicle. No refunds will be given if we have been asked to move the vehicle and it disrupts your experience as it is your responsibility to provide a suitable location for the length of the experience.
All participants must agree to the health and safety terms during the briefing, or else the game will need to continue without them. There will be no refund for participants who decide not to agree. Each participant will be responsible for their health and safety throughout the experience.
You must notify the games master of any health issues or phobias that may have an impact on your health and safety.
No food or drink will be allowed in the van.
People under the influence of drugs or alcohol will be turned away with no refund. The games master’s decision on this will be final.
No abuse, harassment, bullying, intimidation or physical violence towards any of our staff, other participants or third party will be allowed. Any threatening behaviour will result in any incomplete sessions being halted immediately and cancelled without refund.
Please make sure you are wearing suitable clothing and dress appropriately for the weather conditions and the theme.
You will be asked to leave any personal items in the cupboards at the entrance. This is so that the floor of the ambulance is kept clear. This will not be accessible during the game. We do not accept responsibility for your personal items.
The vans height is about 6ft. If you are much taller and find this difficult, there are 3 seats you can sit on for a break. If you are too short and cannot reach the top cupboards, please do not attempt to climb anything to do so.
The van will not be locked. Any participants are able to ask to leave the van at any time. The timer will not stop and the participant may miss things while they are gone. There will be no refund for time lost. The gamesmaster will try to help and get the person back in the game.
You will be monitored by a camera during the experience. This is to ensure your safety, for our security and to enable the games master to provide assistance. Please see the 'Photographs and videos' section of these terms in order to see our video policy.
Payment is due in full at the time of booking. Price and Payment details will be confirmed during the booking process.
Payment can only be made online unless otherwise agreed in writing. In this circumstance we will accept bank transfer and will provide the details at the time.
We accept the following methods of payments online:
- Visa Debit and Credit Card
- MasterCard Debit and Credit Card
- American Express
Discounts must be applied at the time of booking. No retrospective reduction in price can be given once a booking has been made.
We offer eGift Card via our provider Square.
You may use your Gift Card to deduct the amount from your payment. When you use your eGift Card the amount of your purchase will be deducted from the balance on the card. Change will not be given. If your purchase exceeds the balance on the eGift Card you must pay the excess by another payment method.
You may not exchange or redeem your eGift Card for cash.
Your eGift Card will not expire because we don't believe in expirations on things that have been paid for.
Booking confirmations will be sent automatically on payment and contain our contact information.
Your booking confirmation is also your ticket and is valid for up to the number of people on the booking confirmation. Please show this to your games master on your mobile device.
Without booking confirmation you may be denied access if you have no other proof of identity.
We grant a cooling off period of 24 hours to allow for any mistakes during the booking process. Please contact us to rectify.
We will accept changes to your booking up to 7 days in advance of the booking.
If any changes are required with fewer than 7 days notice you will be offered two options:
- Reschedule: A £20 fee will apply.
- Cancellation: In the event of a cancellation within 7 days there will be no refund.
If you cancel in advance of the 7 days notice, we will refund you 50% of your booking fee. Once your refund has been approved we will send you confirmation of this and your refund will be processed. It will automatically be applied to the original method of payment.
We will take on each request on a case by case basis, so please do contact us to discuss any queries or concerns you may have about cancellation or refunds. We reserve the right to waive the above policy in exceptional circumstances, however refunds will be decided on a case by case basis by us.
On the day, if we have arrived, we cannot refund in the case of your travel disruptions, forgetting or getting the time wrong, team members dropping out etc. In the circumstance where you do not turn up in time there will be no refund.
We reserve the right to cancel any games. This is rare, in this circumstance we will contact you to offer a suitable resolution.
In summary, we reserve the right to cancel or halt the service, or to evict participants in the event of:
- Participants taking drugs or drinking alcohol
- The location not being deemed safe to park
- Participants harassing staff, other participants or third parties
- Participants taking photos or videos against these terms
We do not provide refunds in the event of:
- A cancellation within 7 days.
- The parking location not being suitable.
- Halting or cancelling the service for reasons beyond our control or anyone in your team breaching these terms and conditions.
In these specific events:
- Breakdown of the vehicle used to deliver the service
- Being stuck in traffic for long enough to delay the service
- Sickness of staff
We will contact you immediately to reschedule, if it is not possible to reschedule we will provide a 100% refund.
We will not be liable for any failure or delay in performing our obligations from any cause that is beyond our reasonable control. Such causes include but are not limited to; power failure, ISP failure, industrial action, civil unrest, governmental action, natural disaster.
In the event of an unforeseeable “act of god”, the company or its staff are not liable for an impeded exit due to being voluntarily locked in the vehicle.
To summarise, extra fees may be charged for:
- Bookings outside of our service area
- Rescheduling the booking within 7 days of the event
- Breakages or damage caused by attendees
- Parking fines or fees incurred from parking location
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