Terms and Conditions
Please note, these Terms and Conditions were updated on 19th January 2022.
Who are we?
These terms and conditions (the "Terms and Conditions") govern the use of www.timesquaredltd.com, www.houseofescapes.co.uk, www.thehouseofgames.co.uk (the "Site"). This Site is owned and operated by TimeSquared Ltd and is an e-commerce website.
These terms and conditions also govern all bookings made with TimeSquared Ltd, House of Escapes Ltd and House of Games Ltd, thereafter referred to as the “Business”, or "TimeSquared Ltd". All Escape Rooms and interactive experiences, as well as bookings with the Board Games Hub, Corporate Bookings, Venue Hire and Bespoke Experiences are hereafter referred to as “Experience(s)”, “Activities”, “Activity” and “Booking(s)” and are covered by references to the “Venue” regardless of where they are hosted or located. The venue also covers any interactions with 22 Abbey Street, Nuneaton, CV11 5BT. We can be contacted on 02477 921931 or emailed at firstname.lastname@example.org
By using this Site or making a Booking, you indicate that you have read and understand these Terms and Conditions and agree to always abide by them.
THESE TERMS AND CONDITIONS CONTAIN A DISPUTE RESOLUTION CLAUSE THAT IMPACTS YOUR RIGHTS ABOUT HOW TO RESOLVE DISPUTES. PLEASE READ IT CAREFULLY.
Website and Security
All content published and made available on our Site, as well as all content within the Experiences is the property of the Business and the Site and Business’s Creators. Booking does not grant you temporary or permanent ownership of any activity you are participating in. This includes, but is not limited to images, text, logos, documents, downloadable files, brands, imagery, set design, storyline, music, audio, video, gameplay, props, characters, concept ideas and anything that contributes to the composition of our Site or Experiences. Any attempt to expose or give spoilers of our Experiences, to share, capture, steal, duplicate or otherwise infringe on our ownership of copyright will be prosecuted to the full extent of the law.
You are forbidden to photograph or film any part of our Experiences, including but not limited to activities, facilities, sets, equipment, storylines, players, staff, gameplay, or solutions. You may take your own pictures in the designated photo opportunity area. Any other photography or film required within the venue (e.g. for a Corporate Event), must be approved in writing in advance of the Experience. Media, Press, Bloggers, Vloggers, Enthusiasts and YouTubers wishing to review our activities may be granted special permissions but must contact us prior to booking to discuss and must gain approval in writing.
Use of our Site and Experiences
The minimum age to use our Site is 16 years old. By using this Site, users agree that they meet the minimum age requirements. We do not assume any legal responsibility for false statements about age.
Whilst within the Venue and/or taking part in an Experience, all under 18’s must be accompanied by a responsible adult (18+ years) during their visit. We may offer the responsible adult the opportunity to chaperone as a non-playing member within our paid Experiences, but this is at the Venue’s discretion and cannot be guaranteed. The group size may not exceed the maximum number advertised including the chaperone except at the Business’s discretion.
If you wish to bring a group of young people, please contact us in advance to discuss. Under these circumstances, we recommend that there is a non-playing adult to facilitate, manage behaviour and ensure no-one is being left out.
If you are lucky enough to all look under 25, please bring ID with you to confirm that at least one participant is over 18. Please note that under 18's cannot legally sign a waiver, so the over 18 will have to sign waivers on their behalf.
In some escape rooms, we provide both a standard game and a family game which is suitable for younger players. If you are bringing younger players, please book the family version. Whether requested or not, we reserve the right to supply the family game if we believe it would be more appropriate for your party.
Under no circumstances are children allowed to be alone in any of our Experiences. Each Escape Room and Interactive Experience has a minimum age requirement which must be adhered to. The minimum age in the Board Games Hub is 7 years old. Please check this before booking the Experience as refunds will not be permitted on the occasion that one of the party is under age, except in accordance with our refund policy.
As a user of our Site, you agree to use our Site legally, not to use our Site for illegal purposes, and not to violate the intellectual property rights of the Site owners or any third party to the Site.
If we believe you are using our Site illegally or in a manner that violates these Terms and Conditions, we reserve the right to limit, suspend or terminate your access to our Site. We also reserve the right to take any legal steps necessary to prevent you from accessing our Site.
The same applies to the Venue and our Experiences. All visitors and participants to the Venue or of our Experiences agree to abide by the Terms and Conditions and the rules. We reserve the right to refuse service or evict anyone failing to comply with this. Repeat offenders will be banned from the Venue and our Experiences.
Sale of Goods And Services
These Terms and Conditions govern the sale of goods and services available on our Site and within the Venue. The following goods and services are available:
- Escape Room Experience
- Interactive Experiences
- Corporate Team Building
- Venue Hire
- Board Games Hub Tables
- Gift Vouchers
- Experience Bolt-ons and Packages
We are under a legal duty to supply goods that match the description of the good(s) you order on our Site. All goods and services will be paid for in full when they are ordered.
These Terms and Conditions apply to all the goods and services that are displayed on our Site at the time you access it and to all goods available at the venue. This includes all products listed as being out of stock. All information, descriptions, or images that we provide about our goods and services are as accurate as possible, however, we are not legally bound by such information, descriptions, or images as we cannot guarantee the accuracy of all goods and services we provide. You agree to purchase goods and services from the Business at your own risk.
We reserve the right to modify, reject or cancel your Order or Booking whenever it becomes necessary. If we cancel your Order or Booking and have already processed your payment, we will give you a refund equal to the amount you paid. You agree that it is your responsibility to monitor your payment instrument to verify receipt of any refund.
Booking for Experiences
If you are booking on behalf of a group, please ensure that you have the consent of all members of the party before making a Booking and that all members of your party have read and agree to be bound by these terms and conditions. The person who signs the Booking form or completes the Booking online will be the “Lead Name” for the purposes of the Booking and 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. They 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.
For Covid track and trace, we may be legally obliged to collect the contact details of every member of your party aged 16 and over. To streamline the arrival process, we may collect this as part of your booking. Please ensure you have contact details for each member of your party should this be requested. If one of your participants drops out or is changed, please notify us on email@example.com or 02477 921931. We are obliged by law to keep this information for a minimum of 21 days.
A Booking is made with us when you tell us that you would like to accept our quotation, you pay us for a Booking, or when we issue you with a Booking confirmation. We reserve the right to return your Booking money and decline to issue a confirmation at our absolute discretion. A contract will exist between you and the Business when we issue a confirmation email to the Lead Name that will confirm the details of your booking. Upon receipt, if you believe that any details on the confirmation email are wrong you must advise us immediately as changes can only be made later at our discretion, 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.
The Lead Name is responsible for the accurate inputting of all information pertaining to the Booking and mistakes made must be rectified at the time of Booking by adjusting it online or calling us if you are unable to amend it. If you fail to inform us of any mistakes prior to your booking and it affects your ability to participate in the activity of your choice, we may at our discretion offer you an alternative, or be forced to cancel your game without refund.
At least one person from your group should have a booking confirmation email available on their device or printed to gain access to the building and your selected activity. Should you be arriving in multiple groups, please ensure each group arriving has a copy of the Booking confirmation.
In order to avoid impacting other parties, we have policies in place regarding late arrival. If your full party is over 10 minutes late, we will unfortunately have to take time off of your game time to compensate. If your full party is over 20 minutes late, we reserve the right to cancel your booking without refunding. If part of your party is over 10 minutes late, the briefing and experience will start with the participants on site. The late participants will join the party later when they have completed the full briefing.
Gift Vouchers, Promotional Codes and Offers
Gift Vouchers, Promotional Codes, and Offers must be applied at the time of booking and cannot be applied retrospectively to an already confirmed booking.
Vouchers purchased via our website or received as gifts are valid for six months from the date of purchase and can only be redeemed online upon booking unless specified otherwise on the voucher. If you wish to extend the life of a voucher, you should send requests to firstname.lastname@example.org including the voucher code. Vouchers are non-refundable and non-replaceable if lost or destroyed beyond recognition. Vouchers can only be used for a single transaction and any outstanding balance will not be refunded. Additional costs can be paid on top of the value of the voucher at the time of booking. We reserve the right to withdraw or change the terms of an offer at any time. The cash value of a gift voucher is £0.001.
Corporate and Invoice Bookings
When Booking larger parties, events, and corporate packages, we may offer you an invoice payment option for payment via BACS online transfer. This must be paid a minimum of 28 calendar days before your event date and cannot be confirmed without full payment. Should your booking be less than 28 calendar days away, the following terms apply:
- Payment required within 7 calendar days of the invoice date, for bookings within 14 and 28 calendar days.
- Payment required immediately for bookings less than 14 calendar days from the invoice date.
In the case of unpaid debts, we reserve the right to claim statutory interest at 8% above the Bank of England reference rate in force on the date in accordance with the Late Payment of Commercial Debts Regulations 2013.
Board Games Hub (House of Games)
We offer a range of games in the Board Games Hub, listed on the website. These games are subject to availability. Making a booking with the Business does not guarantee you use of any specific board game unless confirmed in writing by the Business in advance. Escape Room in a box games are also subject to availability. If you wish to play a specific title, please ensure that you have confirmed the availability of this title in advance.
Food and Beverages
Our range of drinks, cakes and snacks varies from week to week and thus we cannot guarantee the availability of any specific item. The Business will endeavour to supply a good range of food and beverages for people to choose from as much as is reasonably possible. We do not guarantee the availability of Gluten Free cake unless part of a pre-paid package where Gluten Free has been selected. If you require Gluten Free, please book this in advance.
Unfortunately, none of our food and beverage items are vegan. If you require a vegan or dairy free option, please contact us in advance. Subject to additional costs, we may be able to source something suitable at our discretion.
Please notify us if you have any food allergies. We will be happy to check the ingredients for you on the products we supply. Please note that you are responsible for ensuring that the ingredients are suitable for you. If you suffer from a severe nut allergy, please be aware that there will be nuts on the premises and we are unable to guarantee a nut free environment. We do, however, supply cakes and drinks that are nut free, for those whose nut allergy is not as severe.
Third Party Goods and Services
Our Site may offer goods and services from third parties. We cannot guarantee the quality or accuracy of goods and services made available by third parties on our Site.
We accept the following payment methods on our Site:
- Credit Card
- Debit Card
We may at times offer PayPal as an option for some items. For Corporate Bookings, at our discretion, we may also accept a BACS transfer. Within the venue, we currently accept card payments only due to Covid-19.
When you provide us with your payment information, you authorise our use of and access to the payment method you have chosen to use and authorise us to charge the amount due to this payment method.
If we believe your payment has violated any law or these Terms and Conditions, we reserve the right to cancel or reverse your transaction.
Shipping and Delivery
When you purchase goods from our Site, physical goods with a delivery option will be delivered via Royal Mail or other suitable carrier. Delivery will take place as soon as reasonably possible, depending on the delivery method selected. Delivery times may vary due to unforeseen circumstances. Please note that delivery times do not include weekends and bank holidays.
You are required to provide us with a complete and accurate delivery address, including the name of the recipient. We are not liable for the delivery of your goods to the wrong address or wrong person as a result of you providing us with inaccurate or incomplete information.
Right to Cancel and Receive Reimbursement
If you are a customer living in the United Kingdom or the European Union, you have the right to cancel your contract to purchase goods and services from us within 14 days without giving notice as per the distance selling rules.
The cancellation period:
- Will end 14 days from the date of purchase when you purchased digital content that was not supplied on a tangible medium, or you purchased a service.
- Will end 14 days from when you receive, or someone you nominate receives, the goods when you purchased good(s) in one order that are all delivered together; or the last good when delivered separately.
To exercise your right to cancel you must inform us of your decision to cancel within the cancellation period. To cancel, please contact us by email at email@example.com using the email address you purchased the goods with.
The right to cancel does not apply to:
- Custom or personalised goods including bespoke experiences
- Goods that will deteriorate or expire rapidly;
- Accommodation, transport of goods, vehicle rental services, catering, or services related to leisure activities, if the contract includes a specific date or period of performance.
Effects of Cancellation
If you cancel your contract with us and goods have already been sent to you, then you must return the goods to us as soon as possible after informing us of your decision to cancel. You will be responsible for the cost of returning the goods. We will not be responsible for any damage or loss to the goods that occurs before they are returned to us, including while the goods are in transit.
We will reimburse to you all payments we received from you under the contract, including the costs of delivery, except for any supplementary delivery charges resulting from your choice of a delivery type other than the least expensive type of standard delivery that we offer. Please note that we are permitted by law to reduce your reimbursement to reflect any reduction in the value of the goods that was caused by handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
We will provide the reimbursement without undue delay and no later than the earlier of 14 days after we receive back from you any goods supplied or 14 days after you provide proof that you have returned the goods. If no goods were supplied, then we will provide the reimbursement no later than 14 days after the day we were informed of your decision to cancel.
If you provide express consent to the supply of digital content during the cancellation period and acknowledge that your right to cancel the contract is lost by the supply of digital content during the cancellation period, you will no longer have a right to cancel the contract.
We will make the reimbursement using the same form of payment as you used for the initial purchase unless you have expressly agreed otherwise. You will not incur any fees because of the reimbursement.
This right to cancel and to reimbursement is not affected by any return or refund policy we may have.
Our Refund Policy
Changes by You
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 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 as per the terms below. You may increase the number of players in your team by paying the appropriate additional player charges. If you reduce the number of players in your team, we may at our discretion, refund the fees for additional players. We will not be able to refund you below the minimum room rate.
If You Cancel
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. If your booking is 28 days or more away, we will refund your booking. If you booked with a gift voucher, we will issue you a replacement voucher with the original expiry date. If your booking is 7 days or more away, no refund will be given but we will rearrange your booking subject to availability as per the below. If your booking is less than 7 days away, no refunds will be given and will only be rearranged at our discretion subject to availability. This also includes gift vouchers and bookings made with gift vouchers.
Rearranging Your Booking
If you wish to rearrange a booking you must inform us in writing at least 7 days before the date your activity is booked for. We will endeavour to rearrange your booking wherever possible, but cannot guarantee this, in which case we reserve the right to cancel your booking as per the above conditions.
If We Cancel or Change
The arrangements for the Business are put together in good faith in advance and we must therefore reserve the right to make alterations to and correct any errors to the event details before and after your booking has been confirmed. Most of these changes will be minor and we will advise you of them at the earliest possible date. We also reserve the right in any circumstances to cancel your booking if unavoidable.
If we have to make a major change or cancel, we will tell you as soon as possible and you can either have a refund of all monies paid or accept an offer of an alternative booking time. You must notify us of your choice within 7 days of our offer or if the change relates to a sooner date, within 48 hours or the affected date, whichever is sooner. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements. We will not be liable for any additional costs you may incur as a result of any changes.
Covid-19 and Self-Isolating
If you or a member of your team is advised to self-isolate, or if you experience any symptoms of Covid-19 you must not attend the venue and must notify us immediately of the situation. We will rearrange your booking for a later date.
Any agreed returns can be made in person or via post at the following location:
22 Abbey Street, Nuneaton, CV11 5BT
Consumer Protection Law
Where the Sale of Goods Act 1979, the Consumer Rights Act 2015, or any other consumer protection legislation in your jurisdiction applies and cannot be excluded, these Terms and Conditions will not limit your legal rights and remedies under that legislation. These Terms and Conditions will be read subject to the mandatory provisions of that legislation. If there is a conflict between these Terms and Conditions and that legislation, the mandatory provisions of the legislation will apply.
Limitation of Liability
The Business and our Directors, Officers, Agents, Employees, Subsidiaries, and Affiliates will not be liable for any actions, claims, losses, damages, liabilities, and expenses including legal fees from your use of the Site, our Experiences or the Venue.
Our Liability to You
We will not be responsible or pay you any compensation for any injury, illness, death, loss (including loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
- the act(s) and/or omission(s) of you or another member of your party
- the act(s) and/or omission(s) of a third party not connected with the provision of the services contracted for and which were unpredictable or unavoidable
- unusual and unforeseeable circumstances beyond our or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised (including, without limitation, the circumstances outlined in the section entitled “Force Majeure” below)
- an event which we or the supplier of services, even with all due care, could not predict or prevent.
For the avoidance of doubt, nothing in this agreement shall limit or exclude our liability for death or personal injury resulting from our negligence, for fraud or fraudulent misrepresentation or for any other liability the exclusion or limitation of which is not permitted by English law.
Your Responsibilities and Liability
We want all our customers to have an enjoyable experience in the activity and to be able to relax and have fun. Nonetheless, please remember that you are responsible for your actions and the effect they may have on others. We may prevent you from continuing your Booking if:
- we, or another person in authority, believe you are unfit to partake in the Experience or that your actions could distress, upset, annoy or disturb other customers, our suppliers or our own staff, or could put them in any risk or danger, or could damage property.
- we feel you have damaged equipment in our premises including but not limited to the Escape Rooms, Board Games Hub, Experience Rooms, Conference and Meeting Rooms, Reception, Locker Area, building exterior, walkways, toilets, or contents of the aforementioned locations as a result of deliberate, inappropriate or irresponsible actions. We reserve the right to charge the Lead Name to cover the cost and time taken to repair the damage caused, or replace any unrepairable items with new.
You are responsible for your own safety and for the condition of the Activity and related components, that you are partaking in. We are not responsible for any accidents which occur in the Venue due to your inappropriate or irresponsible behaviour, or for any accidents which occur anywhere because of any items or property which you have broken and/or have left in a way in which injury can result.
You are responsible for your own timekeeping. If you do not arrive on time, we reserve the right to cancel your booking or shorten your time in the Experience. All members of your team must attend the safety briefing before your experience can commence, regardless of whether they have previously attended a briefing at the Venue.
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, pandemic and similar events beyond our control may constitute Force Majeure.
Except where prohibited by law, by using this Site or our Services you indemnify and hold harmless the Business and our directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities, and expenses including legal fees arising out of your use of our Site or experiences or your violation of these Terms and Conditions.
Subject to any exceptions specified in these Terms and Conditions, if you and the Business are unable to resolve any dispute through informal discussion, then you and the Business agree to submit the issue first before a non-binding mediator and to an arbitrator in the event that mediation fails. The decision of the arbitrator will be final and binding. Any mediator or arbitrator must be a neutral party acceptable to both you and the Business. The costs of any mediation or arbitration will be shared equally between you and the Business.
Notwithstanding any other provision in these Terms and Conditions, you and the Business agree that you both retain the right to bring an action in small claims court and to bring an action for injunctive relief or intellectual property infringement.
The Business is not liable for any (personal or equipment) damages caused by not following the rules described before the event. Each player agrees to the Terms and Conditions of the Experience before commencing the Experience.
Only re-sealable water bottles may be brought into Experiences at our discretion and no other food or drink.
For your safety, security and to facilitate operation of the Experience, you will be monitored with visible and hidden cameras. Your image will be on film and in photographic imagery for the duration of your time on our premises and may be used for marketing purposes after your departure. If you do not grant us permission to use footage or images with your picture in them, please notify us at firstname.lastname@example.org.
State of Customer Conduct
You must be in a fit state to enter the Venue. If you are not, we will not grant you entry or if you are already inside the building when your state changes or becomes apparent, you will be asked to leave. This includes but is not limited to: drunkenness, being in a state of confusion or under the influence of drugs, indecent or offensive dress, nudity, communicable illness, offensively poor personal hygiene, aggression or discrimination toward our staff or other customers, wearing or displaying hate-mongering or offensive paraphernalia. Swearing and blasphemy will not be tolerated.
Please note that we are unable to accommodate stag and hen parties without prior approval. If you wish to book a stag or hen party, please contact us to discuss before booking.
Risk Assessments for each activity
These are available on request and some of the information may be redacted due to intellectual copyright and preventing spoilers. As each activity requires participants to perform different tasks and challenges, each Risk Assessment is customised, and you should take care to request the correct document for each Experience you are booking. If you require further information, please contact us.
Any special requests must be advised to us at the time of the Booking. Although we will endeavour to meet any special requests, we regret that we cannot promise that any requests will be complied with unless we have specifically confirmed this in writing. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. Unfortunately, we are unable to accept Bookings that are conditional upon any special request being met.
Disabilities and Medical
If you or any member of your party has any medical problem or disability which may affect the booking arrangements of that person, please tell us before you confirm your Booking so we can advise as to the suitability of the chosen Experience. In any case, you must give us full details at the time of the booking. If necessary, we may require you to produce a doctor’s certificate certifying that you are fit to participate in the Experience. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not be able to confirm your booking, or if you did not give us full details at the time of the Booking, we will have to cancel it and impose applicable cancellation charges when we become aware of these details.
Jurisdiction and Applicable Law
These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only.
These Terms and Conditions may be amended from time to time to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Site. We will notify users by email of changes to these Terms and Conditions or post a notice on our Site.
If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal and the rest of these Terms and Conditions will still be considered valid.
Please contact us if you have any questions or concerns. Our contact details are as follows:
22 Abbey Street, Nuneaton, CV11 5BT
You can also contact us through the feedback form available on our Site.
Effective Date: 19th day of January, 2022