Terms & Conditions

1 About us and these terms

1.1 This website, hauntedhalloweenescape.co.uk (the “Website”), is operated by [Legal/Trading Name] (“we”, “us” or “our”). We provide Halloween-themed escape experiences, live attractions, events and related services (the “Services”).

1.2 These terms and conditions (the “Terms”) set out the basis on which you may use our Website and book our Services. Please read them carefully before making a booking. By using the Website, purchasing tickets or making a booking, you confirm that you accept these Terms and agree to comply with them.

1.3 We are [a company registered in England and Wales under company number [00000000], whose registered office is at [registered address]] / [a sole trader trading from [business address]]. Our VAT number is [VAT number, if registered]. You can contact us using the details in clause 21.

1.4 Nothing in these Terms affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015. For information about your rights, contact your local Citizens Advice or visit citizensadvice.org.uk.

2 Definitions

2.1 “Booking” means a reservation for a Service made through the Website. “Participant” means any person taking part in a Service, whether or not they made the Booking. “Lead Booker” means the person who makes and pays for a Booking and is responsible for the group. “Content” means all material on the Website, including text, images, logos, audio and video.

3 Eligibility and age requirements

3.1 You must be at least 18 years old and able to enter into a legally binding contract to make a Booking or purchase tickets.

3.2 The minimum age to participate is [minimum age]. Participants under [age] must be accompanied throughout by a responsible adult aged 18 or over. We may ask for proof of age and may refuse entry where this cannot be provided.

3.3 Our experiences may include intense themes, low lighting, sudden noises, strobe lighting, theatrical fog and special effects. They may not be suitable for young children, pregnant people, or anyone with certain medical conditions (see clause 10). It is the Lead Booker’s responsibility to ensure the experience is suitable for every Participant.

4 Making a booking

4.1 All Bookings are subject to availability. The display of Services on the Website is an invitation to make a Booking and is not a binding offer by us.

4.2 A contract between you and us is formed only when we send you a booking confirmation by email. If we are unable to accept your Booking, we will inform you and will not charge you.

4.3 You are responsible for ensuring that the details you provide (including the number of Participants, date, time and contact details) are accurate. Please check your confirmation email carefully and tell us promptly if anything is incorrect.

5 Prices and payment

5.1 Prices are shown in pounds sterling (£) and are inclusive of VAT where applicable. The price payable is the price shown at the time you complete your Booking.

5.2 Payment must be made in full at the time of Booking through our approved payment providers. We take reasonable care to keep your payment details secure but are not responsible for the security policies of third-party payment providers.

5.3 We try to ensure all prices are accurate, but errors may occur. If we discover an error in the price of Services you have booked, we will contact you to ask whether you wish to continue at the correct price or cancel. If we cannot reach you, we will treat the Booking as cancelled and provide a full refund.

6 Your legal right to cancel

6.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers usually have 14 days to cancel a contract made at a distance. However, this statutory right does not apply to contracts for leisure activities where we agree to provide the Service on a specific date or during a specific period. This includes our dated escape experiences and events.

6.2 This means that once you book a Service for a specific date and time, the 14-day cooling-off period does not apply. Our own goodwill cancellation and rescheduling policy in clause 7 applies instead.

6.3 Where you purchase an open-dated gift voucher that is not tied to a specific date, you may cancel within 14 days of purchase for a full refund, provided the voucher has not been redeemed.

7 Our cancellation, rescheduling & refunds policy

7.1 If you wish to cancel or reschedule a Booking, please contact us as early as possible. Our goodwill policy is set out below and is also summarised on our Refund & Cancellation Policy page.

7.2 Cancellations or reschedule requests made [X days/hours] or more before your booked start time: eligible for a full refund or a free reschedule, subject to availability.

7.3 Cancellations or reschedule requests made less than [X hours] before your booked start time: non-refundable and non-transferable.

7.4 Late arrivals may result in a shortened experience or loss of the Booking without refund, as later slots may be reserved for other customers.

7.5 If we cancel or materially change your Booking for any reason within our control, we will offer you a reschedule or a full refund. Refunds are made to your original payment method within [14] days.

8 Gift vouchers

8.1 Gift vouchers are valid for [12] months from the date of purchase unless stated otherwise, are non-refundable once redeemed (subject to clause 6.3), and cannot be exchanged for cash. It is your responsibility to redeem a voucher before it expires.

9 Arrival, conduct and safety

9.1 Please arrive at least [15] minutes before your booked start time to allow for a safety briefing. By taking part, each Participant agrees to follow all safety briefings, signage and reasonable instructions given by our staff at all times.

9.2 For everyone’s safety, Participants must not: take part while under the influence of alcohol or drugs; use excessive force on any prop, set, lock or fixture; behave in a way that is abusive, threatening or unsafe; or bring weapons or prohibited items on to the premises.

9.3 We may refuse entry to, or remove, any Participant who breaches this clause, without refund. This does not affect your statutory rights.

10 Health, accessibility & suitability

10.1 You are responsible for assessing whether a Service is suitable for you and every Participant in your group. If you or a Participant has a medical condition, a disability, a mobility requirement, or is pregnant, please contact us before booking so we can advise on suitability and any reasonable adjustments we can make.

10.2 We are committed to making reasonable adjustments in line with the Equality Act 2010. Some elements of our experiences may nonetheless be unsuitable for certain conditions for safety reasons, and we will explain this where relevant.

11 Our responsibility for loss or damage

11.1 We will provide the Services with reasonable care and skill, as required by the Consumer Rights Act 2015.

11.2 We do not exclude or limit our liability to you in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our staff; for fraud or fraudulent misrepresentation; or for any breach of your statutory rights as a consumer.

11.3 Subject to clause 11.2, we are not liable for any loss or damage that is not foreseeable, or for loss or damage caused by your failure to follow safety instructions or by risks you voluntarily accepted by taking part. As occupiers, our duty of care is as set out in the Occupiers’ Liability Act 1957.

11.4 We are not liable for personal belongings brought on to the premises. Please keep valuables with you or use any lockers provided at your own risk.

12 Photography and recordings

12.1 To protect the experience and our intellectual property, personal recording devices may not be permitted inside certain areas. We may operate CCTV for safety and security and may take photographs or video for promotional purposes. If you do not wish to appear in promotional material, please tell a member of staff and we will do our best to accommodate this.

13 Intellectual property

13.1 All Content and the design of our experiences are owned by or licensed to us and are protected by intellectual property laws. You may not copy, reproduce, distribute, publish or create derivative works from any Content without our prior written permission.

14 Acceptable use of the Website

14.1 You agree not to use the Website unlawfully; to introduce viruses or other harmful material; to attempt to gain unauthorised access to our systems; or to interfere with the proper working or security of the Website or other users’ use of it.

15 How we use your personal data

15.1 We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. Our Privacy Policy explains what data we collect, how we use it, the lawful bases we rely on, how long we keep it and your rights. Please read it before making a Booking.

16 Events outside our control

16.1 We are not responsible for any failure or delay in performing our obligations caused by events outside our reasonable control (for example, extreme weather, power failure, or government restrictions). Where this affects your Booking, we will contact you and offer a reschedule or a full refund.

17 Complaints & dispute resolution

17.1 We aim to resolve any complaint quickly and fairly. Please contact us using the details in clause 21 and we will respond within [14] days. If we cannot resolve a dispute, you may be able to use an alternative dispute resolution (ADR) service, and the UK online dispute resolution framework may be available for certain disputes.

18 Changes to these terms

18.1 We may update these Terms from time to time, for example to reflect changes in law or our practices. The version that applies to your Booking is the one in force at the time you make it. Any updated version will be posted on this page with a revised “Last updated” date.

19 Other important terms

19.1 We may transfer our rights and obligations under these Terms to another organisation, and we will always tell you in writing if this happens. You may only transfer your Booking to someone else with our agreement.

19.2 If a court finds any part of these Terms unlawful, the remaining provisions will continue in force. If we do not insist that you perform any obligation, or delay in enforcing our rights, that does not waive our rights against you.

19.3 These Terms are between you and us. No other person has any rights to enforce them under the Contracts (Rights of Third Parties) Act 1999.

20 Governing law & jurisdiction

20.1 These Terms are governed by the law of England and Wales. You and we both agree that the courts of England and Wales have non-exclusive jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts under the law that applies there. [Amend if your business is based in Scotland or Northern Ireland.]