Website Use, Booking, Cancellation, Rescheduling Policy & Terms of Service.
1. Website use & Security
The website https://www.enigmaroom.co.uk referred to as “the website” are owned and operated by Pound Jar Ltd which shall henceforth be referred to as “the company”, “we”, “us” (registered office and principal building at 112 Borough Road, Middlesbrough, TS1 2ES). The term “you” refers to the user or viewer of our website.
The content of the pages of this website is for your general information and use only and it is subject to change without notice.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
All trademarks reproduced in this website which is not the property of, or licensed to, the operator is acknowledged on the website.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
Every effort is made to keep the website up and running smoothly. However, we take no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
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.
We act in the following capacities: as an escape experience game provider (for corporate team buildings, friends and family outings etc). Our obligations to you may vary depending upon which arrangements you book with us and we have tried to set them out below as clearly as possible.
Section A applies to bookings where we act as an escape game experience provider Section C covers ongoing promotions.
SECTION A – ESCAPE ROOM EXPERIENCE BOOKINGS
This section applies to escape game bookings made via our website or via our booking partner site ‘Resova’ or via our booking subdomain found at https://enigmaroom.resova.eu/ or over the phone/in-person with a member of our team for company team building, family and friends outings, school outings, birthday celebrations etc. The booking process is explained in detail in our FAQs.
3.1 Age restrictions & Students & Booking responsibility
Our missions are suitable for players over the age of 12. Children under 12 years of age can join Enigma missions only as part of a group of adults since our rooms are not designed to be child-safe and contain items, such as cupboard doors and small objects, that could be hazardous to small children whilst accompanying adults are distracted by the game.
If all players in a team are under the age of 16, please be aware that you must arrange for a supervising adult to join the team in the game. For multiple team bookings, you will require one adult per each team of underaged players.
Supervising adults can join free of charge, however, please take into account that the maximum number of players we can allow per escape room is 6 – this number should include the supervising adult. For health and safety concerns, we can not accept teams larger than 6 players in one escape room.
Where a customer is booking tickets on behalf of themselves and other members of a group, that person must be authorised to make the booking on the basis of acceptance of these Terms and Conditions by all persons involved in the booking and by a parent or guardian for anyone under 18 years of age when the booking is made.
Bookings can only be made via the online booking system on our website, via our bookings partner site Resova, over the phone or in person at our business premises. You are entirely responsible for entering your details correctly on our online booking system.
Enigma’s mission rooms are live events with a scheduled start time and you are responsible for ensuring that all of your group of players arrive at the time stated on your booking confirmation, which is generally 10 minutes before your game start time. Games will not be delayed for late arrivals, although we will allow late arrivals into the room after your escape game has begun, but not more than 15 minutes into the game.
If none of your party has arrived 15 minutes after your booked game start time, this will be treated as a no-show and we will have to refuse entry to your game. No refund or rescheduling is available for no-shows.
It is your responsibility to make your way to our business premises to play your game at the time stated on your booking confirmation. We do not provide parking or other travel arrangements and any travel information provided on our site is only done so as an aid to planning your visit. We cannot be held responsible for any failure of transport arrangements that result in your booking being a no-show.
Student groups who book with us for Mondays or Tuesdays benefit from a 50% discount. Please get in touch with our team at firstname.lastname@example.org to arrange for a booking. Please note that we will require every member of your team/group to present a valid (i.e. in date) student ID card upon arrival that must contain a photo. Failure to provide these will result in being charged the full admission fee or none-admittance with no refund or reschedule being offered.
3.2 Gameplay & Conduct
No video recordings or photos are allowed inside the rooms. You are expected not to use any video/audio recording device during the game (this includes, without limitation, mobile phones, recording devices and cameras) unless a different arrangement has been made with our venue prior to your booking (i.e. film and production crews etc.).
If you are a blogger, vlogger, press representative planning to film or take photos at our venue for review purposes, then please get in touch at email@example.com for permission.
We expect you and your group not to disclose any details of the game directly or indirectly to any third party members. Our games are our intellectual property and you are not permitted to use this in any way without our written consent. You accept that any such disclosure or use may constitute an infringement of our intellectual property rights.
We are entitled to charge our customers for any damage which is intentional and/or caused by misuse of company property within the briefing area(s), breakout area(s), toilet facilities and the escape room(s).
While you are on our premises, you must ensure to conform to our codes and regulations, adopt proper standards of behavior, and cooperate with our employees. People under the influence of alcohol or drugs may be turned away or removed from our premises by our employees and their booking cancelled or ceased early with no refund.
We do not tolerate any kind of bullying or harassment towards our employees and we reserve the right to remove from our premises any person who is violent, abusive, threatening or disruptive or whose behavior is causing distress to other customers or employees, with no refund for booked or partially played missions.
Food and drinks are not allowed inside the escape rooms and alcohol consumption is strictly forbidden within our premises unless you have obtained the management’s written consent prior to your booking.
You will receive instructions before the mission in the form of a briefing given by a game host. After learning the rules and objectives of the mission and receiving the information provided at the briefing, you and your group will participate in the event at your own risk. We are not liable for any damage caused to persons, possessions or materials by your failure to follow the instructions given before the event.
CCTV will be used to monitor you and your team during the course of your mission. This includes audio and video monitoring as it is an essential part of running your game. Recordings of your game are stored for up to 48h with the sole purpose of documenting evidence of illegal behaviors, such as committing wilful damage to company property or harassing members of staff.
Photographs of you and your team will be taken after the mission, stored on our computer systems and uploaded to a secret link which only you and will be able to access. By accepting these Terms and Conditions and permitting our employees to take photographs, you grant unconditional permission for those photographs to be used by us for marketing and promotional purposes. If you do not want your team photograph to be held by us and used for in this way, please advise our employee at the time your photo is taken.
3.2 Pricing and Availability
All game dates are released 4 months in advance and can be booked via the Booking section of our website.
We neither represent nor warrant that all missions will be available at all times and cannot necessarily confirm availability until confirming your booking. Availability indications are provided on our website, however, such indications may not take into account bookings that have been placed by other customers during your visit to our website.
We make all reasonable efforts to ensure that all prices shown on our website are correct at the time of going online.
We reserve the right to change prices and to add, alter, or remove special offers from time to time and as necessary. Changes in price will not affect any booking that you have already placed.
Pound Jar Ltd and it’s associated trading name Enigma does not currently charge VAT.
3.3 Payment & Booking confirmation
Payment for the escape game(s) will be due in full at the time of booking. Price and payment details will be confirmed during the booking process prior to payment and on your booking confirmation. Your chosen payment method will be charged as indicated during the booking and payment process.
Payment can only be made online, over the phone or in person at our business premises, unless otherwise agreed in writing by emailing us at firstname.lastname@example.org. Please refer to point 3.4.
We accept the following methods of payment on our website, through our secure booking service suppliers Square or PayPal, who will process your payment card data without it having to be held by us:
Visa Debit and Credit Card
MasterCard Debit and Credit Card
Booking confirmations shall be sent to you automatically via email and contain our contact details and the following information:
– Confirmation of the mission booked including details of the time and place of the game and the maximum number of players for whom the booking is valid.
– Itemised pricing for the mission booked including, where appropriate, taxes and other additional charges.
– Any memorabilia purchased on top of the booking.
– A link to these terms and conditions
Your booking confirmation is also your ticket to your mission and valid for up to the number of people shown on the booking confirmation.
Your booking confirmation email is also proof of payment and will gain you entrance to our premises. You need to present your booking confirmation email either as a printout or on a mobile device to gain entry.
Without the booking confirmation email, you may be denied entry if you have no other proof of identity.
3.4 Invoice payments
When requested in writing, we also accept payments via bank transfer. In this situation, we shall forward you an invoice along with your booking confirmation (which is also your payment link).
Please note that this option is available exclusively to registered businesses booking for team building. If you are not booking on behalf of a business, payment must be finalised before your scheduled game(s) using one of the methods mentioned under point 3.3.
The invoiced price of our missions, merchandise or services must be paid in full before the date of your experience otherwise access to the venue may not be granted or your booking might be cancelled.
We reserve the right to charge statutory interest at 8% above the Bank of England base rate in force on the date the debt becomes overdue and at any subsequent rate where the reference rate changes and the debt remains unpaid in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 as amended and supplemented by the Late Payment of Commercial Debts Regulations 2002.
Along with statutory interest, we also reserve the right to charge you a fixed penalty depending on the amount owed, in accordance with the Late Payment of Commercial Debts Regulations 2013.
Our late payment fee currently stands at £12 to cover the administrative costs of notifying you of the outstanding debt.
4. Promotional codes & vouchers
Discounts, promotional codes, and vouchers must be applied at the time of booking and once a booking has been confirmed, no retrospective reduction in price or refund can be given.
Vouchers purchased via our website or received as gifts are valid for 6 months from the date of purchase and can only be redeemed online, upon booking.
If you wish to extend the validity of a voucher you can request this by email@example.com and quoting your voucher code, the management reserve the right to deny extending voucher validity without explanation.
Vouchers are not refundable in cash or replaceable if lost.
Vouchers are only good for a single transaction; any remaining amount is not exchangeable with cash or another voucher and will be automatically forfeited.
A voucher cannot be used in conjunction with any other Enigma (Pound Jar Ltd) voucher, discount or promotional code.
Any additional cost exceeding the value of the voucher will be paid by you upon redeeming the voucher online.
We reserve the right to change or withdraw the availability of any discount or promotion at any time.
SECTION B – CANCELLATION & RESCHEDULING POLICY
This section applies to cancellations or rescheduling requests for Enigma escape room experience bookings.
Enigma (Pound Jar Ltd) hosts live experiences and once a booking is confirmed, we can not accept any last minute cancellations and/or rescheduling requests or offer full refunds as a result of the aforementioned situations.
However, we understand that sometimes schedules change and that unexpected and unavoidable things happen. Below are our policies regarding cancellations and rescheduling bookings and other events at Enigma.
Refunds and rescheduling will depend on the number of rooms booked and the amount of lead time given between the initial request to cancel/ reschedule a booking and the date of the booking.
– Between 1-4 escape rooms booked
A full refund will be issued for cancellations up until 14 days prior to the scheduled event date in question.
No refund will be possible for no-shows, incomplete teams or cancellation requests forwarded less than 14 days prior to a booking, but we will be able to reschedule your booking for a handling fee of £30/room.
Over 4 escape rooms booked
A full refund will be issued for cancellations up until 30 days prior to the scheduled event date in question.
No refund will be possible for no-shows, incomplete teams or cancellation requests forwarded less than 30 days prior to a booking, but we will be able to reschedule your booking for a handling fee of £30/room.
There are exceptional circumstances in which we will issue a full refund or reschedule a booking without a handling fee. These circumstances include (but are not limited to):
– Death, illness, acts of God, accidents and incidents.
– Errors made when booking* (e.g. accidentally booking the wrong time slot/date)
*A refund or reschedule will be possible in this situation only if you get in touch with our customer care team within 12 hours after checkout on +44 1642 688 817 (Mon – Fri, 10:00 am – 4:00 pm only) or via email at firstname.lastname@example.org.
Please note that we can not refund in case of travel disruptions, misreading the date/time of a booking or team members dropping out, but we will do our best to help you reschedule where possible and at management discretion.
Each refund or reschedule request will be reviewed on a case-by-case basis. If you need to cancel/reschedule a booking please get in touch at bookings@’enigmaroom.co.uk quoting your booking reference number and specifying the date you want to reschedule for and the reason you are rescheduling/cancelling.
5. Your Legal Rights
As a consumer, you have certain legal rights with respect to the purchase of services. For full details of your legal rights and guidance on exercising them, it is recommended that you contact your local Citizens Advice Bureau or Trading Standards Office.
Nothing in these booking terms and conditions is intended to affect your statutory rights.
5.1 Law and jurisdiction
These Terms and Conditions, and the relationship between you and us (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law.
If you are a consumer, any disputes concerning these Terms and Conditions, the relationship between you and us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.
If you are a business, any disputes concerning these Terms and Conditions, the relationship between you and us, or any matters arising therefrom or associated therewith (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.
6. Our Liability
We accept no liability for consequential losses incurred as the result of the cancellation or premature cessation of a booking under any circumstances. The absolute limit of direct liability relating to anyone booking shall be the full amount paid by the customer for that booking.
Whilst your escape experience is insured both by the venue and public liability held by Pound Jar Ltd, you undertake to act carefully whilst within the experience and will not take unnecessary risks such as climbing on unsafe surfaces that are not designed for that purpose. The game does not require such activities and customers are made aware of that by staff during the briefing. You are responsible for your own safety during the experience.
Nothing in these Terms and Conditions seeks to exclude or limit our liability for death or personal injury caused by our negligence (including that of our employees, agents or subcontractors) or for fraud or fraudulent misrepresentation.
6.1 Events outside of our control (Force Majeure)
We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause that is beyond our reasonable control.
Such causes include, but are not limited to: acts and omissions of landlords, power failure, internet service provider failure, industrial action by third parties, civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism, acts of war, governmental action, epidemic or other natural disaster, or any other event that is beyond our reasonable control.
In the event of an unforeseeable ‘Act of God’ (e.g. fire, bomb scare, terrorist threat, attack, earthquake, flood etc), the company and its staff and managers are not liable for an impeded exit due to being voluntarily locked in a room. You acknowledge that this might delay your exit from the building in the event of such a situation, but that there are an efficient emergency exit strategy and an exit strategy which shall be told to you during your briefing.
We welcome feedback from you. You agree that any feedback you give to us about the Service belongs to us. We may use feedback without restriction.
You permit us, for marketing purposes, to advertise the fact that you use the Service. We may use your name, logo and trademarks in our publicity or marketing materials and you grant us all rights necessary to do this. You may withdraw this permission at any time by emailing a request to email@example.com
9. Law, Jurisdiction and Third-party Rights
These Terms of Service are governed by and construed in accordance with English law and each party submits to the exclusive jurisdiction of the English courts.
If an English Court deems a provision of these Terms of Service to be unenforceable the remaining provisions shall remain in force.
A person who is not the party to this Agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Agreement.
10. Ending This Agreement
At our complete discretion, we may either: bring this Agreement to an end; temporarily or permanently withdraw any rights you have to use the Service; issue a notice, or take legal action if you:
– Fail to pay any amount owed to us within 30 days of the due date;
– Are in material or persistent breach of these Terms of Service;
– Fail to remedy a breach within 30 days of a notice requiring you to remedy that breach;
– Are insolvent, bankrupt, unable to pay your debts, enter into an agreement with your creditors, or enter into administration;
– Are in breach of any applicable law.
You may bring this Agreement to an end at any time if we are insolvent (in which case you will not be refunded any amount paid to us).
This Policy applies to visitors and users (individually, ” you “) of Pound Jar Ltd’s websites, applications, and other online services (each, a ” Site,” and collectively, our “Sites”).
By visiting or using our Sites, to the extent permitted by applicable law, you are consenting to our gathering and processing information about you in accordance with this Policy, although consent may not be required for all of the elements described in this Policy.
For particular types of information or processing, we may provide you with choices or request your further consent related to what information we collect and how we may process it.
Third parties such as social networks, review websites, our partner booking sites and apps that you use in connection with our Site may also collect, use, and share information about you. This Policy does not cover such third parties or their services and we do not take any responsibility for how such third parties may use any information they collect. For information about third-party privacy practices, please consult with them directly.
Pound Jar Ltd. reserves the right to amend this policy from time to time by updating this page. Amendments will take effect when posted on the Website and Pound Jar Ltd or associated trading named Social Media. You should check this page from time to time to ensure that you are happy with any changes.
4. What we collect via our website
When ordering vouchers and merchandise or creating a booking via our site, as appropriate, you may be asked to enter your name, email address, postal address, phone number or other details which are required in order for us to provide the service.
We may also collect information from you when you place an order, subscribe to a newsletter, fill out a form, enter a competition, contact our customer service team or provide us with feedback on our products or services.
Please note that Pound Jar Ltd. may collect sensitive personal information from you in the course of providing goods and/or services to you (in particular, information as to whether you have a disability).
All personal information that we may require will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.
5. How we use your personal information
We use your data to provide you, and other Pound Jar Ltd Agents, great services. That includes doing things like:
– Improving our products and services for you and other customers including managing the Site to ensure everyone gets the best experience, performing market research to understand our customer’s views, reaching out for feedback and testimonials and personalising our experiences to make our service more intuitive & engaging
– Providing you with the products and services you have selected, keeping you up-to-date and informed and responding to your enquiries such as notifying you when you in case of business disruptions, confirming your booking and sending you your team photos, or highlighting Pound Jar Ltd. promotions and competitions we think you will be interested in;
– Legal, regulatory or business reasons such as assisting with crime and fraud prevention and ensuring we provide the products and services you have selected.
5.1 TripAdvisor Review Express
We may also use the email provided during booking to forward you a review request after your experience via TripAdvisor’s Review Express service.
TripAdvisor recognises the value and importance in protecting our guests’ information therefore, email addresses submitted for Review Express are not used for any other purpose and you will not be subscribed to general TripAdvisor email campaigns.
If you are not comfortable with us using Review Express to contact you for a review after a game, then please let us know in writing at firstname.lastname@example.org.
5.2 Sensitive personal information
If you provide us with sensitive personal information such as that relating to a disability we will use this for the purpose of facilitating your visit at our premises and making sure that you get the best experience.
6. How long we keep your personal information
We keep information while you’re our customer and after you’ve left us.
We use your information to provide you with the products and services you have selected and for a variety of other reasons.
For example, we might need to sort out disagreements, stop fraud and abuse, prove that you had a booking with us or follow our legal obligations. Or the police may need it as evidence. We may also keep information about how you use our products or services.
In each case, the length of time that we need to keep the information may be different, but we will only keep the information for as long as we need it.
We have a legal obligation to keep data about our invoices for 3 years. This includes the name of the person who paid for the invoice/booking, their contact details (phone number and email), the name of the company on whose behalf they have made the booking (if applicable), the time and date of the booking and the amount paid to Pound Jar Ltd for the service.
7. How we protect your personal information
We are committed to ensuring that your personal information is secure. In order to prevent unauthorised access or disclosure, our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our Site as safe as possible. We also use regular Malware Scanning.
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.
We implement a variety of security measures when a user places an order, enters, submits, or when we access their information to maintain the safety of your personal information.
All transactions are processed through a gateway provider (PayPal or Square) and financial details are not stored or processed on our servers.
Should a data breach occur, we will notify you via email within 1 business day.
We collect information about your usage and activity on our Sites using certain technologies, such as cookies, web beacons, and other technologies. Third parties may also view, edit, or set their own cookies.
Cookies are used to enhance your experience of the Website and Pound Jar Ltd Social Media and to provide certain facilities on the Website and Social Media. For example, session cookies allow you to carry information across pages of the Website and Social Media when booking a game with us, and avoid you having to re-enter information.
We also use session cookies to collect information about your device including its IP address (a unique identifier of your device), operating system and browser type. This helps us ensure that content from the Website and Pound Jar Social Media is presented in the most effective manner for you and your device. We also collect information about browsing actions and patterns.
8.1 Third party cookies
We work with third-parties that place cookies on our Sites to provide their services, including:
Analytics/Measurement: we use third-party analytics cookies to gain insight into how our visitors use the Sites, to find out what works and what doesn’t, to optimize and improve our Sites and to ensure we continue to be interesting and relevant. The data we gather includes which web pages you have viewed, which referring/exit pages you have entered and left from, which platform type you have used, date and time stamp information and details such as the number of clicks you make on a given page, your mouse movements and scrolling activity, the search words you use and the text you type while using our Sites. We also make use of analytics cookies as part of our online advertising campaigns to learn how users interact with our Sites after they have been shown an online advertisement, which may include advertisements on third-party websites.
Remarketing Pixel Tags: we may share website usage information about visitors to our Sites with third-party advertising companies for the purpose of managing and targeting advertisements and for market research analysis on our Sites and other sites. For these purposes, we and our third-party advertising companies may place pixel tags (also called clear gifs) on some of the pages you visit on our Sites. We will then use the non-personally identifiable information that is collected using these pixel tags to serve you relevant advertisements when you are visiting other sites on the Internet. These advertisements may be targeted to specific searches you conducted on our Site during earlier browsing sessions.
8.2 Deactivating cookies
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You can do this through your browser settings. Since all browsers are a little different, look at your browser’s Help Menu to learn the correct way to modify your cookie preferences.
If you turn cookies off, some of the features that make your site experience more efficient may not function properly. This won’t affect, however, your user experience nor make your experience on our Site less efficient.
9. Third party disclosure
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.
10. Third party links
Occasionally, at our discretion, we may include, link to or offer third-party products or services on our website. These third-party sites have separate and independent privacy policies. We, therefore, have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our Site and welcome any feedback about these sites.
11. Your rights
– To update your personal data. You can update or amend your information by contacting our appointed data protection officer ‘Nathan Brooke’ via email@example.com or writing to us at 112 Borough Road, Middlesbrough, TS1 2ES;
– To ask us to delete your personal data. However, there may be circumstances where we are legally entitled to retain it;
– To get a free copy of your personal data. A subset of your data (limited to data that you have provided to us) is available in a machine-readable format if required;
– To object to the processing of your data and have it restricted. There may be circumstances where you ask us to restrict the processing of your information, but we are legally entitled to refuse that request;
– To review some automated decision-making or profiling (automated processing to determine certain things about you);
– The right to make a complaint to the Information Commissioner (www.ico.org.uk) if you think that any of your rights have been infringed by us.
– To exercise any of your rights, you will need to contact our customer care team or data protection officer. You will need to provide the following information so that we can verify your identity:
— a colour copy of your passport, driving licence, birth certificate or utility bill;
— a booking confirmation reference number
Pound Jar Ltd is required to respond to your request within 1 month. Where requests are complex and excessive, we are permitted an additional 2 months to process your request. However, in these circumstances, we would provide an update on your request within 1 month of receiving it.
When requesting a copy of your personal data, you can also do this via post.
Pound Jar Ltd reserves the right to charge an admin fee or refuse a request where requests for data are clearly unreasonable or excessive, particularly if they are repetitive.
12. How to contact us
If you would like more information or would like to raise any queries with us in relation to your information, you can contact us by using the information below.