Terms & Conditions

Terms and Conditions - Lucardo Escape Rooms

Key points

• No legal cooling-off period for game bookings. You book a specific date and time, so the 14-day cooling-off period for online purchases doesn't apply. Our own cancellation policy (section 10) does.

• If you cancel: we don't give refunds, but you can move your booking if you bought a flexiTicket when booking, or for a £25 admin fee (see section 10).

• If we cancel or make a big change, you choose: a full refund, another date or a voucher.

• Please arrive 15 minutes early. If you're late, your game may be shorter.

• Players must be 10 or over, and players under 18 must play with an adult.

• Gift vouchers last 12 months. They're non-refundable unless we can't provide your game.

• Who your contract is with: Lucardo Limited for Manchester bookings, and Lancs Lock-In Limited, which runs our Rawtenstall centre as a franchise, for Rawtenstall bookings.

• Nothing in these terms affects your legal rights.

1. These terms

1.1 These terms apply when you book a game at a Lucardo escape room or buy one of our print-and-play games. Please read them before you book. They explain who we are, how bookings work, how you and we can change or cancel a booking, and what happens if something goes wrong.

1.2 In these terms, "you" means the person who makes and pays for the booking (the "Lead Booker"). "Players" means everyone taking part, including you. "We" means the company that runs the centre you book (see section 2).

1.3 The terms that apply to your booking are the ones on our website when you book. We may update these terms for future bookings. We'll only change the terms of a booking you've already made if the law requires it, or if the change doesn't disadvantage you. We'll tell you in advance, and if a change would significantly affect your booking, you can cancel it for a full refund.

2. About us and how to contact us

2.1 Who your contract is with depends on which centre you book:

Centre / Run by / Address / Contact

Manchester - Lucardo Limited - 5-7 Great Ancoats Street, Virginia House, Floor 2, Manchester M4 5AD - 0161 425 2580 · [email protected]

Rawtenstall - Lancs Lock-In Limited, under a franchise from Lucardo Limited - 33-35 Kay Street, Rawtenstall, BB4 7LS - 01706 551 600 - [email protected]

2.2 Lucardo Limited is a company registered in England and Wales (company number 09927645). Its registered office is: 5-7 Great Ancoats Street, Virginia House, Floor 2, Manchester, M4 5AD. VAT number: GB 261179505.

2.3 Lancs Lock-In Limited is a company registered in England and Wales (company number 11082680). Its registered office is: 33-35 Kay Street, Rossendale, United Kingdom, BB4 7LS. VAT number: GB 318399569. If you book at our Rawtenstall centre, your contract is with Lancs Lock-In Limited, and "we" in these terms means them.

2.4 Our phone lines are open, Monday, Tuesday, Thursday, Friday, Saturday and Sunday from 11:00-21:00. These days and hours may fluctuate at peak times throughout the year. If we need to contact you, we'll use the phone number or email address you gave us when you booked.

3. Making a booking

3.1 Your booking is accepted, and your contract with us starts, as soon as your payment has been taken. We'll also email you a confirmation with your booking reference. Please quote it whenever you contact us.

3.2 Please check your confirmation and tell us straight away if anything is wrong, so we can put it right.

3.3 If we can't accept your booking (for example, because someone else booked the slot first), we'll tell you and either won't take payment or will refund it in full within 14 days.

3.4 Very occasionally we may need to cancel a booking after confirming it, for example because of an obvious pricing mistake or a double booking. If so, we'll tell you as soon as possible and give you a full refund or, if you prefer, another slot.

3.5 You must be 18 or over to make a booking. As Lead Booker, you're responsible for paying for the booking and for passing on the booking details and these terms, including our safety rules, to everyone in your group.

3.6 Please make sure the information you give us is accurate.

4. Who can play

4.1 Players must be at least 10 years old. Some rooms have a higher minimum age, which is shown on the booking page.

4.2 Players aged 10 to 17 must be accompanied in the room by a paying player aged 18 or over.

4.3 Our age rules are shown before you book. If you book places that can't be used because of them, we can't refund those places.

5. Health, safety and accessibility

5.1 Everyone must attend our short safety briefing before playing. For safety reasons, anyone who doesn't take part in the briefing can't play, and we can't refund their place.

5.2 Some rooms involve low lighting, loud sound effects, flashing lights, small or enclosed spaces, or steps. The information section on each room's booking page tells you what to expect, without spoiling the surprise.

5.3 We want everyone to be able to play. If you or anyone in your group has a disability, a health condition or another need, please tell us when you book or contact us beforehand. We'll make reasonable adjustments wherever we can.

5.4 Pregnant players are welcome: please check the room details and ask us if you have any questions. A carer or personal assistant who needs to accompany a disabled player can do so free of charge, as long as the room's minimum number of paying players has been booked. For example, if a room's minimum is 2 players, you pay for 2 and the carer comes free.

5.5 Please follow our staff's instructions and safety rules at all times. Nothing in our games needs brute force or strength, so don't force locks or props, climb on furniture or fittings, or use anything in a way it isn't meant to be used.

5.6 We're responsible for injury caused by our negligence (see section 13). We're not responsible for injury caused by a player ignoring safety instructions or behaving recklessly, except to the extent that we are also at fault. Please report any accident or injury to a member of staff straight away.

6. On the day

6.1 Please arrive 15 minutes before your start time.

6.2 If you arrive late, we'll do our best to fit you in, but your game may be shorter so the next group can start on time. If you're more than 20 minutes late, we may not be able to run your game. If so, you can move to another slot, if one is free, for a £25 admin fee. We can't give a refund.

6.3 We may refuse entry to, or remove, any player who:

• appears to be drunk or under the influence of drugs;

• is aggressive, abusive or threatening towards staff or other customers, or harasses them in any way, including sexually; or

• ignores our safety rules or staff instructions, or deliberately damages our property.

6.4 Our staff will act reasonably, and won't refuse anyone because of a disability or health condition. If we refuse entry to or remove a player, the rest of the group can still play, but we won't refund that player's place. If the rest of the group chooses to leave with them, no one in the group will get a refund. If the whole group's behaviour means we have to stop the game, we won't give a refund.

6.5 Our rooms are monitored by cameras and microphones for safety and so we can give hints (see section 15). Please don't film or take photos inside the rooms, so our puzzles stay secret.

6.6 We don't tolerate harassment of any kind, including sexual harassment, towards our staff or other customers. This includes unwanted touching, sexual comments or gestures, and intimidating behaviour. We'll remove anyone who does this without a refund, may report it to the police, and may refuse their future bookings.

7. Prices, payment and group sizes

7.1 The price of your booking is the price shown when you book. It includes VAT and any compulsory fees. We don't charge extra for paying by card.

7.2 We may change our prices for future bookings, but the price of a booking you've already made won't change.

7.3 You must pay in full when you book. We accept Visa, Mastercard, American Express, Apple Pay and debit cards.

7.4 Each room has a minimum and maximum number of players, shown on the booking page. You can't bring more players than the room's maximum.

7.5 If more players come than you booked (up to the room's maximum), each extra player costs a flat £25, which you pay on arrival.

7.6 If fewer players come than you booked, we can't refund the empty places. If fewer than the room's minimum come, you can still play.

7.7 Group packages (such as hen and stag, birthday and corporate packages) are priced on filling each room to its maximum. You must book the fewest rooms your group needs: for example, if each room holds up to 6 players, a group of 12 should book 2 rooms, not 4 rooms of 3. You can choose who plays in which room.

8. Discounts and discount codes

8.1 Discounts aren't available on every game. Each booking page shows which discounts apply. Discounts can't be used on group packages.

8.2 Where a discount depends on who you are (for example, a student or emergency services discount), the person whose discount is used must play and show valid ID on arrival. Digital ID is fine. If they can't, we'll ask you to pay the difference.

8.3 You can use one discount code per booking. Discount codes can't be combined with other offers or used on a booking paid for with a gift voucher. They have no cash value and can only be used once, so any unused value is lost.

8.4 Some offers (for example, Black Friday offers) have extra conditions, such as which rooms, days or group sizes they cover. We'll show these clearly before you buy or book.

8.5 If a discount, discount code, family ticket or voucher is applied to a booking it doesn't cover (for example, the wrong game, day or group size, or alongside another offer), including because of an error in our booking system, we'll contact you and ask you to pay the difference. If you don't pay within 7 days of our request (or before your game, if that's sooner), we may cancel the booking and refund what you've paid, returning any voucher value to the voucher.

8.6 Our family ticket is a discounted booking for exactly 2 adults aged 18 or over, who must be the children's parents or guardians, and 2 children aged 10 to 16. These conditions apply:

• Ages are as on the date of play, and we may ask for proof of age. If your group doesn't meet the conditions, we'll ask you to pay the difference between the family ticket and a standard booking before you play.

• Family tickets can't be booked for a Saturday, and a family ticket booking can't be moved to a Saturday.

• If you want to add players to a family ticket, you'll need to pay the difference between the family ticket and a standard 4-player booking, plus £25 for each extra player (see 7.5).

• The children must meet the minimum age for the room you choose (see 4.1).

• Family tickets can't be combined with any other discount or offer, but you can pay for one with a gift voucher.

9. Gift vouchers

9.1 Gift vouchers have a money value. They can be used towards games at the centre shown on the voucher, subject to any conditions shown when the voucher was bought (for example, on discounted vouchers). Discounted vouchers can't be bought using other discounts or offers.

9.2 You can use more than one gift voucher on a booking. If your booking costs more than your voucher, you pay the difference when booking. If it costs less, the balance stays on your voucher to use before it expires.

9.3 Gift vouchers are valid for 12 months from the date of purchase, and the expiry date is shown on the voucher. You must make your booking before the expiry date; the game itself can be up to 3 months afterwards.

9.4 If you can't find a free slot before your voucher expires, or we cancel a booking made with your voucher, we'll issue you a new voucher valid for 3 months. We may also reissue an expired voucher at our discretion with a new agreed expiry date.

9.5 Gift vouchers are non-refundable and can't be exchanged for cash, except where we can't provide the game (see 9.6 and section 11).

9.6 If the centre shown on your voucher closes or stops offering games before your voucher expires, you can ask for a refund of the unused value.

9.7 Please keep your voucher safe and treat it like cash. If it's lost, we may be able to reissue it if you can show proof of purchase and the voucher has not been used.

9.8 When you buy a voucher, it's your responsibility to check that the details you give us are correct, including the recipient's name, their email address and the centre. We're not responsible if a voucher is sent to the wrong person, or set up wrongly, because of details you entered. If such a voucher is used, we can't give a refund. If you spot a mistake before the voucher is used, contact us and we'll try to put it right.

10. If you want to cancel or change your booking

10.1 Because your booking is for a leisure activity on a specific date and time, the legal 14-day cooling-off period for online purchases doesn't apply. Our own policy below applies instead.

10.2 Your booking is for a fixed date and time. If you cancel, can't make it or don't turn up, we can't give a refund or move your booking, unless you bought a flexiTicket when you booked, or you pay a £25 admin fee to move it (if another slot is free).

10.3 You can add a flexiTicket when you book, at the price shown at checkout. The flexiTicket price itself isn't refundable. It lets you do one of the following, as long as you tell us at least 24 hours before your game:

• move your booking to another date or time, if another slot is free; or

• cancel your booking and get its price back as a gift voucher, which follows the gift voucher terms in section 9.

10.4 To use your flexiTicket or pay to move your booking, the Lead Booker should email or call the centre with the booking reference (see section 2). To add players to any booking, see 7.5.

10.5 We'll confirm any change by email.

10.6 This section doesn't apply if we cancel or change your booking, or if something goes wrong with your game. Sections 11 and 12 explain your rights in those cases, including refunds.

11. If we need to cancel or change your booking

11.1 Occasionally we may need to cancel your booking or make a significant change to it, for example if a room has to close for repairs or we're short of staff. If so, we'll tell you as soon as possible and you can choose:

• a full refund;

• another date, free of charge; or

• a gift voucher for the full amount you paid.

11.2 If you don't tell us your choice within 7 days, we'll send you a gift voucher for the full amount you paid. You can still swap it for a full refund at any time before you use it. We'll pay any refund within 14 days of your request.

11.3 Small changes that don't affect your game (for example, a different member of staff hosting it) don't count as significant.

11.4 We're not responsible for delays or failures caused by events outside our reasonable control, such as fire, flood, severe weather, a power cut or a government order to close. If such an event means your game can't go ahead, 11.1 applies, so you can still choose a full refund. We won't be responsible for other costs, such as travel. If we're open and your game can go ahead, this clause doesn't apply, even if bad weather or travel problems stop you coming. Section 10 applies instead.

12. If something goes wrong

12.1 We must provide your game with reasonable care and skill, and as we described it.

12.2 If something goes wrong during your game that's our fault, please tell a member of staff straight away so we can try to fix it. Where we can, we'll fix it during the game, and where possible we'll add the lost time back on.

12.3 If a fault affects your game and we can't put it right on the day, any remedy will reflect how much of the game was affected. If it stopped you playing a large part of the game, or the room wasn't as described, we'll offer you a free replay at a time that suits you. If a replay isn't practical for you, or we can't provide one within a reasonable time, we'll give you a partial or full refund, depending on how much the fault affected your game. If you prefer, you can have a gift voucher for the same amount instead.

12.4 Nothing in these terms affects your legal rights. For more information about them, contact Citizens Advice.

13. Our responsibility for loss or damage

13.1 Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence;

• fraud or fraudulent misrepresentation; or

• anything else that can't be limited or excluded by law, including your rights under the Consumer Rights Act 2015.

13.2 If we break these terms, we're only responsible for losses that were reasonably predictable when you booked.

13.3 If you book for a business, section 17 applies instead.

14. Your belongings and our property

14.1 Please leave bags, coats and phones in the lockers or in room boxes provided. We're not responsible for loss of or damage to your belongings unless it's caused by our negligence.

14.2 We keep lost property for 3 days. Contact us to collect it; after that, we may donate or dispose of it. We don't keep perishable items.

14.3 If a player deliberately or recklessly damages our property, we may charge you the reasonable cost of repair or replacement, and we'll show you evidence of the cost. We won't charge for normal wear and tear, or for accidental damage while playing the game as intended.

15. Photos, CCTV and your personal information

15.1 We use your personal information as explained in our Privacy Policy at Lucardo Privacy Policy.

15.2 We use CCTV at our centres, and cameras and microphones in our rooms, so staff can keep players safe and give hints. Video recordings are kept for 30 days, unless we need them to deal with an incident or complaint. We do not record audio.

15.3 You can buy a team photo of your group. We don't share team photos or keep copies: we delete them once you've received yours, or if you decide not to buy one.

15.4 We sometimes film or take photos at our centres for our marketing, either ourselves or through people we work with, such as content creators. We'll put up signs or tell you when this is happening. If you'd rather not appear, just tell a member of staff and we'll keep you out of shot. We won't use footage or photos that feature you without your permission (or a parent or guardian's permission for anyone under 18). If you appear in something we've published and want it removed, email us at [email protected].

15.5 We'll only send you marketing emails or texts if you've agreed to them or, where the law allows, because you've booked with us before. You can unsubscribe at any time.

15.6 If you're unhappy with how we use your personal information, please contact us first at [email protected]. You can also complain to the Information Commissioner's Office (ico.org.uk).

16. Complaints

16.1 If you're unhappy, please tell a member of staff on the day so we can try to put things right straight away, or email your complaint to [email protected] with your booking reference.

16.2 We'll acknowledge your complaint within 3 working days and aim to give you a full response within 14 days.

16.3 You can also get free advice from Citizens Advice (England and Wales), Advice Direct Scotland or Consumerline (Northern Ireland).

17. Business and corporate bookings

17.1 If you book on behalf of a business (for example, for a team-building event), these terms apply with the changes below.

17.2 The consumer rights mentioned in these terms (for example, under the Consumer Rights Act 2015) don't apply to business bookings, B2B. You still get the refunds and options we promise in sections 10 and 11.

17.3 Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation. Subject to that, we're not liable to a business customer for loss of profit, business, goodwill or opportunity, and our total liability to a business customer is limited to the price paid for the booking.

17.4 If we hold game slots for you with a deposit, full payment is due at least 14 days before the date of play. If we haven't received full payment by then, we'll release the slots for general sale and you'll lose your deposit.

18. Print-and-play games

18.1 Our print-and-play games are digital games that you download and print at home. They're designed for players aged 10 and over.

18.2 After you pay, we'll email you a link to download your game. When you buy, you agree that we can give you access straight away, and you understand that you lose your 14-day right to cancel once the download starts.

18.3 You'll need a device that can open PDF files and a printer. Please check you have these before you buy, as we can't give a refund if your own equipment doesn't work.

18.4 Your game is for your own personal, household use. Please don't share, copy or resell it.

18.5 If your game is faulty (for example, a file won't open or pages are missing), contact us and we'll fix or replace it. If we can't, you're entitled to a refund.

19. Smoking and vaping

19.1 Smoking and vaping aren't allowed anywhere at our centres, including the game rooms, waiting areas and toilets. This covers cigarettes, e-cigarettes, vapes and heated tobacco products.

19.2 If a player smokes or vapes at our centres, we'll ask them to stop. If they don't, we may ask them to leave, and we won't refund their place (see 6.4).

20. Alcohol

20.1 We only sell alcohol to people aged 18 or over, and we operate Challenge 25. Anyone who looks under 25 must show photo ID with their date of birth, such as a passport, photo card driving licence or PASS card. If they can't, we won't serve them.

20.2 Buying alcohol for anyone under 18 isn't allowed, and we'll refuse service if we think someone is doing this.

20.3 By law, we can't serve alcohol to anyone who appears drunk. If someone is too drunk to play safely, 6.3 and 6.4 apply.

20.4 You can't bring your own alcohol onto our premises. Drinks bought from us can be enjoyed in the game rooms and waiting area only.

20.5 Free tap water is always available. Please drink responsibly. For advice, visit drinkaware.co.uk.

21. Other important terms

21.1 We may transfer our rights and obligations under these terms to another organisation. We'll tell you in writing if this happens, and we'll make sure the transfer doesn't affect your rights.

21.2 This contract is between you and us. No one else has any right to enforce its terms.

21.3 If a court decides that any part of these terms is unlawful, the rest will still apply.

21.4 These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.