Cryptic Escape

Terms and Conditions

Terms and Conditions

These booking conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Cryptic Escape Limited trading as Cryptic Escape (“we”, “us” and “our”). Please read these carefully as they govern the relationship between us, and set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred

By making a booking, the first named person on the booking (“the Lead Name”) agrees on behalf of all persons detailed on the booking that:-

He/she has read these terms and conditions and has the authority to and does agree to be bound by them;

He/she consents to our use of information in accordance with our Privacy Policy;

He/she is over 16 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; all information given to us is true and accurate

The trade marks and logos displayed on the website are the property of the company. You are not permitted to use these without a written consent of the company and you accept that any such use may constitute an infringement of the relevant proprietor’s rights.

These terms and conditions and any contract concluded incorporating these terms and conditions shall be governed by English law and all disputes shall be submitted to the exclusive jurisdiction of the English courts.

The company collects and stores your personal details without disclosing it to any 3rd party and is dedicated to ensure that the privacy of your personal information is protected in accordance with the Data Protection Act 2018.

Due to the nature of the game no recordings can be taken inside the room. That includes (without limitation) the use of mobile phones, recording devices (video and/or audio) and cameras. The use of such a device in the room is not permitted at any time.

For safety and security purposes, the company reserves the right to record games and keep the recordings for up to 60 days from the start of the game.

The company expects visitors not to disclose any details of the game directly or indirectly to the public.

The company may contact you from time to time with offers and promotions via email or phone. The company is entitled to charge the guests for any damage which is intentional and/or caused by misuse of items.

While your are on our premises, you must ensure to conform to our codes and regulations, adopt proper standards of behaviour, and cooperate with our employees.

The company does not tolerate any forms of harassment, anti social behaviour or abuse (verbal or physical), towards its staff and/or customers. Any instances of the above will result in the immediate termination of your game without refund, and possible prosecution .

Changes in Price

Our prices and promotions shown on this website are subject to change without notice.

Your Booking

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. The lead name must be 16 years of age or over at the time of booking. The lead name is responsible for payment of the total booking price. 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.

A booking is made with us when a) you tell us that you would like to accept our quotation; and b) you pay us for the booking; and c) 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 us 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 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.

You are entirely responsible for entering your details correctly on the Online Booking Form.

This is a live event game, and once the booking is confirmed, we can not accept any cancellations or give any refunds.

Bookings may not be transferred or resold for commercial purposes or at a premium. If a booking is transferred or resold in breach of this condition, the bearer of the booking or the person claiming the right to attend the event will be refused admission.

In case you have brought less players to the experience than booked, the price difference will not be refunded.

In case you have brought more players to the experience than booked, with a maximum of 6 players in a team, the price difference can be settled upon arrival.

Age Restrictions

We allow persons aged 10+ to partake in the event provided the Lead Name on the booking is aged 16 or over at the time of the booking, Furthermore, the Lead Name on the booking confirms that they shall accept responsibility for the welfare of all those members of their group who are aged under 16. The Lead Name or someone aged 16 or over must be part of the group in the room to assume responsibility for anyone aged under 16.

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 booking. In any case, you must give us full details in writing at the time of the booking. We may require you to produce a doctor’s certificate certifying that you are fit to participate in the booking. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.


We are a live event game, and all games are time sensitive. Please arrive at the time of your booking. This will allow time for a briefing and introduction. Cryptic Escape is a timed live event, you MUST arrive on time in order to participate. We cannot wait for latecomers as this is unfair to later groups whose times would all have to be pushed back. Therefore leave ample time to allow for traffic and parking. The clock will start 10 mins following your game time, so if arriving late, you may have less time to complete. Should you arrive more than 15 mins after your game time start, you may not be allowed to participate, and there are no refunds or exchanges. Any member of your team turning up late once game is in progress, will not be permitted entry.

We cannot give refunds for lateness. If you arrive more than 15 minutes after your game start time, this will be a “no show”, your reservation cancelled, and you will not be permitted entry, or given a refund or reschedule. You are responsible for your own timekeeping, so please allow in advance for traffic and parking etc.

You must be in a fit state to enter the Cryptic Escape building, if you are not we will not grant you entry.

If you are intoxicated when you reach the game centre you will not, under any circumstances, be allowed to play the game and you will not be refunded.

Although with our best efforts in keeping your belongings secure at our venue, we will accept no responsibility for said belongings.

Drinks and food may not be brought into the event.

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 can meet a request, we reserve the right, entirely at our discretion, to charge you an administration fee of £12.50 per person 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.

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.

If You Cancel

If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. No refunds will be given for bookings that are cancelled.

If you wish to cancel or rearrange a booking: for cancellations with more than 72hrs notice, we can offer you a free reschedule by way of a voucher valid for 12 months from issue.  If cancelling a voucher paid booking, then the original voucher will just be reinstated with the same expiry.

For cancellations between 72hrs and the day prior to the game, we can offer a reschedule, but this will be subject to a £25 rebooking fee. The fee is charged to cover the staffing costs allocated and incurred to cover your game, as the staffing rota would have been prepared and in place.  For same day cancellations, a reschedule can be offered but the fee would be £35 as along with the incurred staffing costs, it is also generally too late for us to also be able to resell the slot and therefore we also incur lost revenue.  Again, this will be by way of a voucher to rebook, which will be the original value les the respective fee.

We will endeavour to rearrange your booking where ever possible but cannot guarantee that it will be possible, in which case we reserve the right to cancel your booking without a refund.

If We Cancel or Change

The arrangements for Cryptic Escape 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 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 alternative booking time.

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.

Our Liability to You

1) 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; or

the act(s) and/or omission(s) of a third party not connected with the provision of the services contracted for and which were unforeseeable or unavoidable; or 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); or

an event which we or the supplier of services, even with all due care, could not foresee or forestall.

2) 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

You must be in a fit state to enter the Cryptic Escape building, if you are not we will not grant you entry.

If you are heavily intoxicated when you reach the game centre you will not, under any circumstances, be allowed to play the game and your will not be refunded.

Although no physical strength should be needed for the experience, it is your responsibility to ensure you are fit to participate. You should use your own initiative on participating in any physical challenges if you are pregnant, prone to seizures, or have heart or respiratory problems.

You and all team players must listen and follow instructions from our Game Masters at all times. These instructions that are given by our Game Masters will include, but not limited to, the agenda of the experience, rules of the escape game, and health and safety instructions. If any of these instructions are not followed, we reserve the right to stop your experience and eject your team out of the venue without refund.

At no point are you to use force during the experience. The escape game has been designed to be robust and low risk to damage. If it appears that physical force is intentional then this will be considered a breach of our conditions and we will stop your experience. If you deliberately damage something, you will be liable to pay for damages and asked to leave. We will treat these circumstances on a case by case basis.

CCTV images will be recorded throughout the experience and remain property of Cryptic Escape Ltd.

We want all our customers to have an enjoyable experience at Cryptic Escape. We ask you to remember, however, that you are responsible for your actions and the effect they may have on others. We reserve the right to stop the experience, without refund, to which in the opinion of our Game Masters, customers who behave in a manner is likely to affect the enjoyment of our other customers, or customers who use threatening, abusive words or behaviour to other customers or members of staff, or customers who do not follow written or verbal instructions, or behave in a manner that may risk the health and safety of themselves, other customers or members of staff. Where a customer is part of a group, we reserve the right to remove the whole group from the venue in addition to the individual involved, without refund.

Please bear in mind that you are responsible for your safety and that you are responsible for the condition of the property you occupy. We are not responsible for any accidents which occur in the Cryptic Escape building due to your inappropriate or irresponsible behaviour, or for any accidents which occur anywhere on properties because of any items or property which you have broken and/or have left in a way in which injury can result.

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.

Gift Vouchers

A gift voucher is valid for 12 months unless advertised differently at the point of sale. The first day of the 12 months is from the day the gift voucher was purchased. After 12 months has passed the gift voucher will expire and no experience can be redeemed.

We do not offer refunds to gift vouchers and they hold no cash value.

To redeem the gift voucher, use the voucher code with our online booking system. The instructions are on the gift voucher. The code is entered in the Coupon Code box.

If you decide that you want to bring a larger team size than bought on the gift voucher, select the desired team size on our online booking system, enter your voucher code and it will calculate the difference to pay at checkout. There is no refund if you decide to bring a smaller team size.

Once the experience is booked you and all players in your team agree to be bound by the above Terms and Conditions. There is no refund if the booking is cancelled.


Photos of each team may be taken at the end of the game.

Photos may be uploaded to social media sites without names.

Attendees may comment on the experience on social media. The company has the right to moderate all comments that are not appropriate.

The Company does not have to explain why comments were refused or deleted. It has full authority over any comments.

Company Information

Cryptic Escape Ltd (Company Registration Number 09363805) Augustine Steward House, 14 Tombland, Norwich NR1 3HF.

Website Use and Security

The website is owned and operated by Cryptic Escape Ltd. The company holds the right to amend or vary the terms and conditions below including any of the contents of this website from time to time at its sole discretion without prior notice.

The terms and conditions apply to the use of the website by any visitor and should be read carefully before any use.

The company does its best to supply you with the most up to date and accurate information on the website.

The website is for your personal and non-commercial use. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer or sell any information obtained from this website without the written consent of the company.

You are not permitted to link to, or use all, or any part of the the website for any purpose which is fraudulent, unlawful, defamatory, harmful, obscene or objectionable.

You must not use our website in any way that causes, or may cause, damage, impairment of the availability or accessibility, or in any way in connection with, any unlawful, illegal, fraudulent or harmful purpose or activity.

We shall not be liable to any person for any direct or indirect, consequential or incidental damages, including (without limitation) lost profits or revenues, loss of opportunity, costs of replacement to goods or services, loss or damage to data or business interruption, arising out of the use of our website.

Internet Privacy and Cookies Policy

At Cryptic Escape LTD we are committed to safeguarding and preserving the privacy of our visitors. This Privacy Policy document (the “Policy”) has been provided by a legal resource and reviewed and approved by their solicitors.

This Policy explains what happens to any personal data that you provide to us, or that we collect from you whilst you visit our site and how we use cookies on this website.

We do update this Policy from time to time so please do review this Policy regularly.

Information We Collect

In running and maintaining our website we may collect and process the following data about you:

* Information about your use of our site including details of your visits such as pages viewed and the resources that you access. Such information includes traffic data, location data and other communication data.

* Information provided voluntarily by you. For example, when you register for information or make a purchase.

* Information that you provide when you communicate with us by any means.

Use of Cookies

Cookies provide information regarding the computer used by a visitor. We may use cookies where appropriate to gather information about your computer in order to assist us in improving our website.

We may gather information about your general internet use by using the cookie. Where used, these cookies are downloaded to your computer and stored on the computer’s hard drive. Such information will not identify you personally; it is statistical data which does not identify any personal details whatsoever.

Our advertisers may also use cookies, over which we have no control. Such cookies (if used) would be downloaded once you click on advertisements on our website.

You can adjust the settings on your computer to decline any cookies if you wish. This can be done within the “settings” section of your computer. For more information please read the advice at

Use of Your Information

We use the information that we collect from you to provide our services to you. In addition to this we may use the information for one or more of the following purposes:

* To provide information to you that you request from us relating to our products or services.

* To provide information to you relating to other products that may be of interest to you. Such additional information will only be provided where you have consented to receive such information.

* To inform you of any changes to our website, services or goods and products.

If you have previously purchased goods or services from us we may provide to you details of similar goods or services, or other goods and services, that you may be interested in.

We never give your details to third parties to use your data to enable them to provide you with information regarding unrelated goods or services.

Disclosing Your Information

We will not disclose your personal information to any other party other than in accordance with this Privacy Policy and in the circumstances detailed below:

* In the event that we sell any or all of our business to the buyer.

* Where we are legally required by law to disclose your personal information.

* To further fraud protection and reduce the risk of fraud.

* We do not share debit or credit card details with any parties.

Third Party Links

On occasion we include links to third parties on this website. Where we provide a link it does not mean that we endorse or approve that site’s policy towards visitor privacy. You should review their privacy policy before sending them any personal data.

Access to Information

In accordance with the Data Protection Act 2018 you have the right to access any information that we hold relating to you. Please note that we reserve the right to charge a fee of £2 to cover costs incurred by us in providing you with the information.

Contacting Us

Please do not hesitate to contact us regarding any matter relating to this Privacy and Cookies Policy via email