Terms and conditions 



Once a booking has been made, you accept that you have read and agreed to these terms and conditions. 

Services / Game bookings
The minimum age for all players is 10 years old, anyone under this age will not be permitted entry. Players that are between the ages of 10-15 years old will need to be accompanied by at least one paying adult (over 18 years old) . Please note we do not have facilities where people are able to watch the game. See point below about entry allowances. 

We do not permit entry to any persons who are not taking part in the game. Only the number of people booked for will be allowed onto the premises, subject to minimum age requirements. 

Payment is taken at the time of booking.

YOU MUST ARRIVE  NO LATER THAN your game start time. As this is a live experience, our games MUST START ON TIME as any late starts affect the following session. You may arrive 5 minutes before this time but no later than your start time. For example, if your game is booked for 2:15pm, we may be able to let you in from 2:10pm (as long as the previous game reset is complete), but you must not arrive later than 2:15pm. 
 If you arrive after your scheduled start time, we may deduct time from your session and if you arrive  more than 10 minutes after your scheduled start time we reserve the right to cancel your session without refund or exchange.  

Only one room is available per each hour time slot. So you are not able to book two rooms for the same time slot via the website, meaning that when one room is booked at a particular time, this time slot will then be unavailable for that specific time. However, if you have a large group or would like to play two rooms simultaneously in teams, please contact us so that we can ensure we get you the right booking for your group needs. We are sometimes able to run two rooms simultaneously for large group bookings - please contact us via email if this is something you would be interested in. 


Cancellations 
Our escape rooms are a live event and so cancellations cannot be made or refunds given once the booking is confirmed and payment accepted. If a booking is cancelled, we reserve the right to open your cancelled time slot to other customers, without refund or exchange to yourself. Any deposits left for sessions booked via any means, such as email or telephone, are also non-refundable. We are sometimes able to reschedule bookings at our discretion with a minimum of 72 hours notice. If less than 72 hours notice is provided, we will not be able to reschedule your session.

In the event that less players attend the game than was originally booked for, we are unable to refund the difference. In the event that more players wish to attend than was originally booked for, please contact us beforehand to let us know as we may be able to adapt your booking. 

Temporary Covid cancellations

If any member of your group is showing symptoms of Covid or has received a positive Covid test and you need to cancel your session, we are not able to refund this but we may be able to reschedule your session for you if you provide us with at least 48 hours notice. For cancellations within 48-hours of your game start time, we will  need to charge a fee of £20 to reschedule the session to cover staff costs. This means that you will then receive a gift voucher (valid for one year) for the original number of players your booking was for minus the £20 fee (which equals one player). Additionally, if your booking was made for a weekday, you will only be able to redeem the voucher against another weekday session, not a weekend.

If you are going to be unable to attend your session due to Covid, we now have the option for you to be able to transfer your booking over to friends or family so that they can make use of your booking. If this is something you would like to do, the person who originally booked the session will need to email us at prestigeescaperooms@gmail.com from the email address which they used to book the session to let us know. You will need to provide us with the details of your bookings including game, date and time also let us know the full name, phone number and email address of the person who you would like to take over your booking - if you can copy them into the email you send us, that would be great! We will then get this arranged for you. 

Personal data

Prestige Escape Rooms Lowestoft will take steps to ensure the security of your payment information through our website, but you accept that the internet is not secure and therefore we do not accept liability for any loss of confidentiality of your information.
 
We collect your personal information provided in order to create and accept a booking and do not pass this on to any third-parties.  We will only use your phone number to contact you in case of an issue with your booking. Your email is only used to send you a booking confirmation at the time of booking, then a reminder 24 hours before your session and a session completion email as soon as your game time is completed. 



Gift vouchers

Gift vouchers can be purchased in denominations of 1,2,3,4,5 or 6 people at £20 per person. Gift vouchers are valid for 1 year from the date of purchase. 

When the recipient of the voucher comes to book their session, we are not able to refund the difference in amounts if they wish to bring less people than the number that the voucher was purchased for. When the recipient of the voucher comes to book their session, if they wish to increase the number of people that they would like to attend, they are able to pay for each extra person at the time of booking.

When purchasing a gift voucher, we will ask for the full name of the recipient of the voucher, so that we can ensure our vouchers are not used fraudulently. When the recipient of the voucher wishes to book their game session, they will need to contact us to arrange a date and time suitable for them. Our availability is displayed on our website and is subject to change. The gift voucher(s) will be sent to the purchaser via email. We are happy for you to forward this email on to the recipient of the voucher or to print a copy of the voucher, but please restrict this to just one copy for the main recipient. To purchase a gift voucher, please contact us using the form on the contact page of our website. 

If you received a gift voucher in 2019 or 2020 then these are now extended to be valid for all of 2021. If you received a voucher in 2019 - these will not be valid in 2022. If you received a voucher in 2020, these will be valid until 31st March 2022 but we unfortunately won't be able to accept these after 31st March 2022. Please contact us if you would like to use your voucher!  



Attending our games 

If we suspect that any players in attendance are under the influence of drugs or alcohol, we have the right to refuse entry to that player or the entire group without a refund. This is to protect our customers' and our staff's safety.  Please do not consume alcohol prior to your game. If, during a game, a player is showing signs of being under the influence of drugs or alcohol or is acting in an unsafe, aggressive or offensive manner, we have the right to end the game for all players without a refund. 

No food or drink is permitted within our escape rooms.

We ask that players move through the rooms in a safe and sensible manner. We do not require players to climb on anything or crawl through narrow spaces.  All players accept responsibility for their own personal safety, security and any health conditions that they may have. The escape room owner or employees shall not be liable for any personal  injuries, death, loss or damage to personal items that occur whilst within any part of our rooms, venue or premises. 

You accept responsibility for your personal belongings whilst on our premises and the escape room owner or employees shall not be held liable for any loss of your property whilst on our premises. You are responsible for wearing suitable clothing and footwear required for an escape room. We recommend that you wear comfortable clothing and footwear. 

You agree to listen to and accept the rules of the escape room as provided by the escape room game master before the session. 
You agree not to bring any dangerous or harmful objects, chemicals or materials onto our site. 


Use of any photo-taking or recording equipment is not allowed within our venue. Equipment including cameras, mobile phones, tablets, video recorders and other equipment which can take photos or record footage is prohibited from use whilst in any part of our venue. We reserve the right to refuse entry to or end the game (without refund) of anyone that attempts to take any of the above actions. 

We are entitled to charge players minimum damage fee of £20 per any item or object damaged by the player, this fee may increase depending on the object(s) damaged. 

We expect players to keep the details of each of our escape rooms secret and not to disclose these with other members of the public. 

We do not tolerate abusive or offensive behaviour towards any of our staff and reserve the right to end a game and ask players to leave in this instance. We expect players to listen to their game hosts when they are giving your game brief and ask you not to interrupt them. 

The Lost Boxes rental

NO PHOTOS/COPIES - You must not take any photos/ videos/ recordings/ copies of any part of this game or its contents. However, you are permitted to take one general photo of the outside of the boxes to share on social media with your team photo when you complete the game, if you wish. If you do this, please limit this to one photo and only of the front of the boxes. You must not take any photos/ videos/ copies of the interior of the boxes or anything within them.

KEEP IT SECRET - You must not share the details of this game with other people, including the contents of the boxes, the interior design of the boxes and the specific details about the puzzles or general details of puzzle types. We expect players to keep the details of each of our escape games secret and not to disclose these with other members of the public.

BE SAFE - All players accept responsibility for their own personal safety, security and any health conditions that they may have. Adult players shall accept responsibility for the safety, security and health of any players under the age of 18 when interacting with this escape-game product. Please handle the boxes safely and operate them carefully. There are some small parts in this game which are not suitable for use of children under 10-years old. The escape room owner or employees shall not be liable for any personal injuries, illness, death or loss or damage to personal items that occur whilst using, or in possession of, this escape game.

BE CAREFUL - Do not use force on any part of the game, its components or padlocks. Please keep food and drink away from the boxes. Please do not write on anything that you find within the boxes. Please treat the boxes with care so that they may be enjoyed by other players. We require a £20 deposit to be made with the rental fee for this game - your deposit will be refunded back to you within 24 hours of the game being returned to us in a satisfactory condition with no components missing or broken. If, however, there are any components of the games are missing, damaged or broken then we are entitled to keep the £20 deposit. 

The game must remain at the address which it is delivered to for the duration of your booking. It must not be transported elsewhere. 

Privacy Policy 

The type of information that we may collect from you at the time of booking includes:
- Your name 
-Your email address
- Your phone number
- Your credit card or Paypal information  (this is used at the point of purchase only and is not stored)
 
- The date and time of your booking and the number of participants 

They are used to: 
- Confirm your booking 
- Make a booking in your name
- Make a record of your booking for administration purposes
- Contact you if there are any changes to your booking or to remind you about an upcoming booking or thank you for attending
 
- Manage and run our business
- Take a payment for your booking

Images and photography 
After your game session, your game-master will ask if you are happy for them to take a photo of your team to share on our social media accounts. This is optional. If you agree, you agree to us sharing this photo on our social media accounts and website. During the game and whilst on our premises, we monitor the sessions through CCTV but these images are monitored in real-time only and are not recorded or stored.