Blackout Escape Room Terms and Conditions

Blackout Entertainment – Terms & Conditions 2026

These terms apply to all experiences, gift vouchers, and merchandise sold at Blackout Escape Rooms. Please read them carefully. By making a booking or purchase, you agree to these terms.

BOOKINGS & ADMISSION

  • All bookings must be made by someone over 16 years old.
  • You’ll need to provide your booking name or reference number on arrival. Without this, we may not be able to let you in.
  • It’s your responsibility to check your booking confirmation. If anything’s wrong, let us know as soon as possible and we’ll do our best to fix it.
  • We request that all attendees arrive 10 minutes prior to their scheduled start time to complete registration and receive their briefing.
  • If you’re late by more than 5 minutes, we will start the game without you.
  • If you’re 20+ minutes late, your booking may be cancelled without refund.
  • If you’re going to be late, please call us on 07928 128059 as soon as you can.

BOOKING FEE

  • A £2 booking fee is applied per transaction.
  • The booking fee applies to:
    • escape room bookings
    • gift vouchers
    • online purchases made through our booking system
  • This fee helps cover the costs of secure payment processing, booking management systems, and administrative services.
  • The booking fee is non-refundable, including when a booking is refunded under Booking Protection.

DEPOSIT

Customers have the option to pay a £40 non-refundable deposit per game slot to secure their booking. This deposit ensures your selected date and time are held for your group.

  • The remaining balance must be paid in full upon arrival at the venue.
  • Deposits are non-refundable and non-transferable, regardless of the reason for cancellation or no-show, unless you bought Booking Protection with your booking (see Booking Protection).
  • In the event of late arrival, cancellation, or failure to attend, the deposit will be forfeited.

This deposit option is intended to provide flexibility while helping us manage availability and scheduling fairly for all players.

CHANGES, CANCELLATIONS & REFUNDS

If you did not buy Booking Protection

  • Bookings are non-refundable if you cancel or change your mind.
  • If your game is more than 48 hours away, your first reschedule is free. Each further reschedule costs £5.
  • If your game is less than 48 hours away, any reschedule costs £20 (weekdays) or £40 (weekends).
  • If you don’t attend, the booking is lost and no refund is given.
  • Reschedules depend on availability.

If we cancel

  • If we cancel your booking for any reason on our side, you’ll be offered a full refund or voucher – your choice.
  • If we are forced to close due to government-imposed restrictions, war, or similar circumstances beyond our control, you will receive a voucher for the full value of your booking. No cash refunds will be given.

BOOKING PROTECTION

Booking Protection is an optional add-on that costs £9.99 per game. Each Booking Protection covers one game (one room booking) only. If you book more than one game and want them all covered, you need to buy Booking Protection for each game. It can only be added at the time of booking.

With Booking Protection, up to 1 hour before your game’s start time you can:

  • Reschedule as many times as you like, free of charge (subject to availability), or
  • Cancel for a full refund of the price of your game, including any deposit paid.

The following conditions apply:

  • Requests must reach us at least 1 hour before your game’s original start time, by phone on 07928 128059 or by email at info@blackoutgames.co.uk. Requests made later than this are treated as if you did not buy Booking Protection.
  • Booking Protection does not cover no-shows or late arrival.
  • Refunds go back to the original payment method within 5 working days. Your bank may take a few more days to show it.
  • If you paid with a gift voucher, the refund is returned as a voucher.
  • Booking Protection stays with your game if you reschedule.
  • Booking Protection only applies to the game it was bought for. It cannot be moved to another game, booking or person.

Important: the £9.99 Booking Protection fee and the £2 booking fee are non-refundable. A refund under Booking Protection covers the price of your game, including any deposit, but never these two fees.

CONDITIONS OF ENTRY

  • Players aged 16 and over can play without an adult.
  • Players aged 12–15 must have an adult (18+) on the premises for the whole visit. The adult can wait in the lobby.
  • Players under 12 must have an adult (18+) playing with them in the room.
  • We do not allow more than 6 players per room for safety and experience quality.

We reserve the right to refuse entry or remove anyone behaving in a way that’s:

  • Aggressive, abusive, or threatening
  • Disruptive to staff or other players
  • Suspected of being under the influence of alcohol or drugs
  • Non-compliant with staff instructions

No refunds will be given in these situations, including for bookings with Booking Protection.

  • Pets are not allowed (except assistance dogs).
  • Smoking, vaping, or using e-cigarettes is not permitted anywhere inside the building.

DURING YOUR EXPERIENCE

  • Mobile phones, smartwatches, or other recording devices must not be used inside the game. If you record anything without permission, we reserve the right to delete it and ask you to leave.
  • You may be recorded or photographed during your visit. By attending, you give us permission to use such footage for promotional purposes.

GIFT VOUCHERS

  • Gift vouchers are valid for 2 years from the purchase date and are non-refundable.
  • Vouchers can only be redeemed online or over the phone to book an escape room.
  • Vouchers cannot be exchanged for cash.
  • Any booking fees charged at the time of voucher purchase or redemption are non-refundable.

MERCHANDISE

  • All merchandise is subject to availability.
  • We reserve the right to adjust prices due to supplier costs or errors.
  • If your item is faulty or not as described, you’re entitled to a refund or exchange.
  • We retain ownership of all goods until full payment is received.

LIABILITY

We are not responsible for:

  • Personal belongings lost, stolen, or damaged on site
  • Travel, accommodation, or other personal expenses related to your visit

We do not accept liability for personal injury unless it results from negligence by our staff.

These terms are governed by English law, and disputes are subject to the jurisdiction of the English Courts.

FINAL NOTES

  • We reserve the right to update these terms at any time.
  • For any questions or concerns, feel free to get in touch, we’re here to help.