Terms & Conditions

Lucardo Limited & Franchisees Terms & Conditions


1.1 These are the terms and conditions on which you join us on an Escape Room Experience (“the Escape Room”), the Play at Home experience including Remote Avatar Escape Room and the Play at Home Online Escape Room Experience shall be known as an “Experience”. We hold the right to amend or vary these terms and conditions including any of the contents of the website from time to time at our sole discretion without prior notice.

1.2 Please read these terms carefully before you submit your booking to us. These terms tell you who we are, how we will provide the Experience to you, how you and we can change or end the contract, what to do if there is a problem and other important information.

1.3 Please note that, if you are making the booking on behalf of others in your group you will be the ‘Lead Name’ for the purposes of the booking. It is your responsibility to ensure that these additional players agree to these terms and are in receipt of all relevant information relating to the booking. The lead name must be 18 years of age or over at the time of booking. The lead name is responsible for payment of the total booking price, which may include any subsequent cancellation or amendment charges that may be payable. The lead name must confirm that all the other members of the party agree to be bound by these terms and conditions and provide accurate and full information to the remainder of the group in relation to the booking, including any subsequent changes. Lucardo shall not be responsible if members of your group are unable to participate in an Experience as a result of you failing to provide them with all the relevant information. You must ensure all information given to us is true and accurate. 


2.1 We are Lucardo Limited, a company registered in England and Wales. Our company registration number is 09927645 and our registered office is at 5-7 Great Ancoats Street, Virginia House Floor 2, M4 5AD.

2.2 You can contact us by using the contact details as set out in the ‘Contact Us’ section of your local branch’s website.

2.3 If we must contact you, we will do so by telephone or by writing to you at the email address provided to us in your order.



3.1 Our acceptance of your booking will take place when your payment is processed successfully, and you reach the booking confirmation page, at which point a contract will come into existence between you and us. We will also send you an email confirmation. We reserve the right to return your booking money and decline to issue a confirmation at our absolute discretion. Upon receipt, if you believe that any details on the confirmation information or any other document are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies. Should any additional members of the group be added at a later date, it remains the responsibility of the lead name to ensure that any such members agree to be bound by these terms and conditions and are in receipt of all relevant information relating to the booking.

3.2 If we are unable to accept your booking, for example because of limitations on our resources, we will inform you of this in writing and will not charge you.

3.3 We will assign a booking reference to your booking and tell you what it is when we accept your booking and include it in the booking confirmation email. It will help us if you can tell us the booking reference whenever you contact us about your booking.



4.1 We will deliver the Experience to you on the date specified in the booking confirmation email that we sent you.

4.2 Before participation in the Experience all participants will be required to listen to our health & safety procedures talk given by a member of the Lucardo Team at your local branch or via online instructions. Our health & safety measures are always to keep staff and customers safe and are to include our COVID-19 guidelines as per government instructions and updates. Any participant who does not complete the health & safety talk will not be permitted to participate in the Experience (as relevant) and shall not be due any refund.

4.3 You acknowledge that it is your responsibility to contact us regarding the suitability of our games for any health or disability issues that you may be concerned about.

4.4 Please note that, unfortunately, no-one under the age of eight (8) may take part in the Escape Room, no-one under the age of eight (8) may take part in the Play at Home Online Escape Room or Remote Avatar Escape Room Experience.

4.5 Also, in an Escape Room, Play at Home Online Escape Room and Remote Avatar Escape Room any participants over the age of eight (8) but under the age of sixteen (16) must be accompanied by a ticket holder over the age of eighteen (18). You will not be entitled to a refund for places not filled as a result of these age restrictions.

4.6 you are responsible for your own timekeeping. If you do not arrive on time, we reserve the right to cancel your booking without a refund.

You must be in a fit state to participate in a Lucardo Experience, if you are not we will not offer a refund for the Experience.



When booking one of our packages or applying a discount to (but not limited to, Hen and Stag Packages, Birthday Party Packages, Corporate packages), you must fill each room to capacity, where possible, and book the minimum number of rooms that your party requires, based on filling as many rooms to maximum capacity. By way of example – a package booking consisting of 12 people should book 2 rooms with 6 players in each and may not book 4 rooms with 3 players in each. A package booking of 14 people should book 3 rooms, and you may allocate the players within the rooms at your discretion.,



6.1 You will not be due any refund should you cancel your booking.

6.2 If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the Lead Name. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, we reserve the right, entirely at our discretion, to charge you an administration fee of £25 per change as well as any applicable rate changes or extra costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. A cancellation fee may be payable by you. Please note certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements. 


7.1 In certain circumstances, we may need to cancel your Experience. If we do so we will use reasonable endeavours to contact you as soon as possible. You can reschedule your booking without cost for another date before 26th June 2021 providing your booking can be accommodated at your requested date and time.

7.2 We may make changes to the Experience such that it differs from that as advertised when you booked. If the changes we make are significant, we will use reasonable endeavours to contact you as soon as possible. In such circumstances, should you not wish to proceed with your booking, you may without cost reschedule your booking for another date before 26th June 2021 providing your booking can be accommodated at your requested date and time.

7.3 In the circumstances set out in 7.3.1 to 7.3.3 we may cancel this agreement and you shall not be due a refund:

7.3.1 you or any participants do not complete health & safety talk as referred to in clause 4.2;

7.3.2 if, in the opinion of any of Lucardo’s staff, you or any participants are intoxicated or are behaving in an aggressive, abusive or threatening way towards either Lucardo staff or any other customers; or

7.3.3 you or any participants do not participate in the Experience in accordance with the safety rules and advice provided to you by members of our staff prior to, or during, the Experience.

7.4 very rarely, we may be forced by "force majeure" to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result.

7.5 If we have to make a major change or cancel, we will tell you as soon as possible and you can either have a vouchers to the value of the original booking or accept an offer of an alternative re-scheduled date without charge.

7.6 you must notify us of your choice within 5 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative re-scheduled date without charge.



To inform us that you would like to cancel your booking with us, please use the contact details set out on the website of the branch with which you made the booking.



9.1 We are under a legal duty to provide the Experience in conformity with this contract. Nothing in these terms will affect your legal rights.

9.2 Should we deliver the Experience in a way which is significantly different from that as advertised when you booked, or during your participation the Experience is subject to significant technical faults (such that you are prevented from being able to complete the Experience, or your Experience is significantly impaired) you may ask to participate the Experience again on a different date or request a refund.



10.1 The price of your booking (which includes VAT) will be the price indicated on the booking and payment pages of our website at the time you place your booking. Once your payment has been processed, we will also send you an email receipt confirming how much you paid. We reserve the right to change pricing at any time. To the extent that we do amend the price, the price paid for any booking prior to the price change will be unaffected and you will not be due a refund or required to pay any additional sums.

10.2 To the extent that you bring less players to the Experience than booked, the price difference will not be refunded. Please note that there may be a minimum number of players for any game. Please check the relevant branch’s details for more information. If you do not meet the minimum number of players we reserve the right to cancel the Experience with out a refund.

10.3 In case you have brought more players to the Experience than booked, the price difference can be settled upon arrival. Please note that there may be a maximum number of players for any game. Please check the relevant branch’s details for more information.

10.4 We accept payment by Visa, MasterCard, American Express credit, Apple Pay and debit cards. Payment must be at the time of booking, and we will not accept your booking unless it has been paid for in full.

CHANGES IN PRICE - We reserve the right to amend the price of booking the rooms at any time.



11.1 If you wish to take advantage of one of our discounts, please note that you will be expected to show a valid ID card on arrival at your Experience. If no valid ID is presented, we reserve the right to charge the difference in price via card payment.

11.2 Please note that we do not offer discounts for all of our Lucardo experiences, for our Play at Home Online Escape Room and for our Remote Avatar Escape Rooms. Please check our booking pages for more details.

11.3 Discounts cannot be applied to any of our group packages (but not limited to, Hen and Stag Packages, Birthday Party Packages, Corporate packages)

11.4 Discounts are available Monday to Sunday, please check the local branches web page for further details for each discount.

11.5 For Student discounts, we will require a valid ID card to be presented on arrival. Valid Student ID includes NUS card or university ID cards. For each individual booking a relevant ID must be produced and shown on arrival, photocopies will not be accepted.

11.6 The Emergency and Key Worker discount is valid for all NHS staff, armed forces personnel, emergency services personnel. The Emergency and Key Worker discount enables any group (minimum 4 players) playing with a Key Worker to take advantage of a discounted price for the whole group by using the discount code available on the website. One valid ID card proving key worker status is required per group, and the individual who has key worker status and whose ID card is being used, must participate in the Lucardo experience.



12.1 We shall be responsible to you for loss or damage which you suffer that is foreseeable. However, we shall not be responsible for loss or damage which is not foreseeable. Loss or damage is foreseeable if it is obvious that it will happen, or we both knew that there was a possibility that it might happen at the time you made your booking.

12.2 Subject to clause 12.1 our total liability to you, howsoever arising under or in connection with the contract, shall be limited to 100% of price paid or payable by you under the contract.



13.1 We will only use the personal information you provide to us as set out in our Privacy Policy.



14.1 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

14.2 This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

14.3 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.4 force majeure, except where otherwise specified in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is affected by reason of circumstances amounting to Force Majeure. In these booking conditions ‘Force Majeure’ means any event which we or the supplier of the services in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riots, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and similar events beyond our control may constitute Force Majeure.

14.5 COVID19 - As a business, we believe we have done everything possible to reduce the risk of Covid-19 transmissions to customers. As a customer, you must reciprocate the courtesy to Lucardo Ltd to help keep our staff and other customers safe with our COVID-19 guidelines. In line with government regulations all parties in your group must check in on the NHS track and trace app and/or provide their contact details when entering Lucardo Ltd, non-cooperation will result in the cancelation of your booking without refund. If you display any of the symptoms of Covid-19 you should not attend the centre. If you display any symptoms of Covid-19 whilst on site, we will ask you to leave the site and you will lose your booking and no refund will be given.

The government regulations are constantly changing so we strongly advise that you follow them regarding which households and bubbles you can socialise with indoors, and only book with people that the government guidelines allow you to. We reserve the right to cancel your booking without refund if you have booked on contrary to the guidance.



15.1 Vouchers are bought in monetary values and will allow the receiver to make a booking on the website for their chosen game room.

15.2 Where a game rooms monetary value is less than the vouchers monetary value no refund will be offered on the amount of value leftover, no monetary value will be given on the amount of value leftover and no value will be left on the voucher on the amount of value leftover.

15.3 Where a game rooms monetary value is higher than the value of the vouchers monetary value an additional charge for the difference in price will need to be taken before the booking can be completed.

15.4 Vouchers cannot be used in conjunction with any other discounts or offers. 15.5 Discounted vouchers cannot be purchased using other available discounts or offers.

15.6 Vouchers cannot be exchanged for a monetary value.

15.7 No refunds are offered on vouchers.