Escape Room Terms & Conditions

1. These terms

1.1 What these terms cover. These are the terms and conditions on which we supply our products to you, whether these are goods in relation to or our actual Escape Room experience.

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. Information about us and how to contact us

2.1 Who we are. We are Harbour Park Ltd. A limited company registered in England and Wales. Our company registration number is 1333980 and our registered office is at Seafront Littlehampton, West Sussex, BN17 5LL. Our registered VAT number is 194 1588 34.

2.2 How to contact us. You can contact us by telephoning our customer service team at 01903 721200, leaving a voice message at the same number with your contact number or by writing to us at admin@harbourpark.com .

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 “Writing”: includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

2.5 “Booking”: means the period during which Harbour Park Ltd has agreed to supply the Escape Room experience to you.

2.6 “Product”: means goods or our services of providing an Escape Room experience.

2.7 “Players”: means people taking part in the Booking pursuant to your Order.

3. Our contract with you

3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to provide the service on the date you have specified.

3.3 Your booking number. We will assign a booking number to your order and tell you what it is when we accept your order. It will help us if you can tell us the booking number whenever you contact us about your order. For all escape room services given a unique booking number this document and these terms are the primary document covering the contract between us. These terms supersede all other references and terms as may be found or referenced on our booking pages or our website www.harbourpark.com in relation to Escape room services.

3.4 If you arrive late to your booking. You and your players are required to arrive no later than your booking time. If you or any of your players arrive more than five minutes after your booked time, then Harbour Park Ltd reserves the right to reduce the game by one minute for every minute late that the game starts. If you or any of your players arrive more than fifteen minutes after your booked time, then Harbour Park Ltd reserves the right to cancel your game. No refunds will be payable in respect of the reduced game time or cancelled games.

3.5 Players. You as the person placing the order are responsible for the players’ behaviour and compliance with these terms and conditions of all the players attending pursuant to the booking. All children under the age of eighteen must be accompanied by at least one full paying adult over the age of twenty-one. Adults are responsible for the behaviour of the children whilst taking part in the booking.

4. Our products

4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the products accurately, your product or experience may vary slightly from those images.

4.2 Product packaging may vary. If you have ordered physical products, the packaging of the product may vary from that shown in images on our website.

5. Your rights to make changes

5.1 If you wish to make a change to the goods you have ordered. Please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the goods, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see Clause 7 – Your rights to end the contract).

5.2 If you wish to change the date of your booking, you must contact us at least five working days before the date of the original booking. We will let you know if the change is possible. Once the booking has changed, our usual cancellation policy as set out in these terms and conditions will apply.

5.3 If you wish to make a change to the date of your booking, then please contact us. If you contact us with less than five working days’ notice, we will let you know if the change is possible. If the change is possible, you will incur an administration charge of 10% of your booking cost including VAT. That payment would need to be made before we could confirm any change. Once the booking has changed, our usual cancellation policy as set out in these terms and conditions will apply.

5.4 If you wish to include additional players to the booking, then please contact us. We will let you know if the change is possible. We will also let you know about any changes to the price of the product and the method of payment available to you.

5.5 If you wish to reduce the number of players in your booking, such a request can be made up to three days before the date of the booking. We will let you know about any changes to the price of the product and provide a refund, which will be subject to a deduction of an administration charge of £5.00 including VAT.

5.6 If you wish to reduce the number of players in your booking and provide us with less than three days’ notice, then we will amend your booking, but no refund will be payable to you.

6. Providing the products

6.1 Delivery costs. The costs of any delivery, if applicable, will be as displayed on our website. Harbour P6.1 Delivery costs. The costs of any delivery, if applicable, will be as displayed on our website. Harbour Park Ltd does not provide for parking or other costs associated with attending any booking.

6.2 When we will provide the products. During the order process we will let you know when we will provide the products to you.

• (a) If the products are goods (e.g. merchandise). If the products are goods we will deliver them to you as soon as reasonably possible and in any event within 14 days after the day on which we accept your order.
• (b) If the products are one-off services (e.g. An escape room booking). We will begin the services on the date agreed with you during the order process.

6.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products or services you have paid for but not received.

6.4 If you are not at home when the product is delivered. We do not deliver products currently. Any orders of products will be collected either from the ‘Meltz’ Ice Cream, the ‘Gift Hut’, main ‘Arcade Prize Box’ or our ‘Soft Play’ area.

6.5 If you fail to collect your order from site. If you do not collect your products on the day you have indicated we will hold them for you for up to 14 days to allow you to rearrange collection. You have the right to request a refund for uncollected products. If our system has been marked as products collected no refunds will be given.

6.6 Ending the contract for non-collection.  After 14 days we will not hold the products exclusively for your order and you may request a refund for any sums you have paid to us by cancelling the order.

6.7 When you become responsible for the goods. A product which is goods will be your responsibility from the time you are handed the product at the collection point.

6.8 When you own goods. You own a product which is goods once we have received payment in full.

6.9 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

• (a) deal with technical problems or make minor technical changes;
• (b) update the product to reflect changes in relevant laws and regulatory requirements;

6.10 Your rights if we suspend the supply of products. We will contact you to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 14 days we will cancel that product from your order and adjust any monies owed to us by you. You may contact us to end the whole contract or a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 14 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

7. Your rights to end the contract

7.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

• (a) If what you have bought is faulty you may have a right to end the contract (or to get the product repaired or replaced or a service re-performed, see clause 9;
• (b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2;
• (c) If you have changed your mind about the product, see clause 7.3;
• (d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.4.

7.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (c) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

• (a) we have told you about an error in the price or description of the product/service you have ordered and you do not wish to proceed;
• (b) there is a risk that supply of the products/service may be significantly delayed because of events outside our control;
• (c) we have suspended supply of the product/service for technical reasons, or notify you we are going to suspend them for technical reasons; or

7.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most physical products bought online you have a legal right to change your mind within 14 days and receive a refund provided the products are returned undamaged in original packaging.

7.4 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:

• (a) Our services of providing an Escape Room Experience. This is because it is a supply of services related to leisure activities booked on a specific date.

7.5 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.

• (a) Have you bought goods (for example, merchandise or play-at-home games), if so you have 14 days after the day you (or someone you nominate) receives the goods:

7.5 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 7.4), you can still end the contract before it is completed, but you may still have to pay us. A contract for goods or digital content is completed when the product is delivered, downloaded or streamed and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products/services not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) a percentage of the price calculated as per the table below depending on the date on which you end the contract, as compensation for the net costs we will incur as a result of your doing so.

Notice given ahead of date of booked services	Percentage fee that will be charged for cancelled bookings.	Percentage fee that will be charged for postponed bookings.
Over two weeks	No charge	No charge
8-14 days	25%	0%
4-7 days	50%	10%
72 hours or less	100%	100%

8. How to end the contract with us

8.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

(a) Phone. Call customer services on 01903 721200. Please provide your name, details of the order number and, where available, your phone number and email address.

(b) Email. email us at admin@harbourpark.com . Please provide your name, details of the order number and, where available, your phone number and email address.

8.2 Returning products after ending the contract. If you end the contract for any reason after products you have received them, you must return them to us. You must either return the goods in person to where you bought them, post them back to us at Harbour Park (Returns), Seafront, Littlehampton, West Sussex, BN17 5LL or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on 01903 721200 or email us at admin@harbourpark.com to arrange returns of products. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

8.3 When we will pay the costs of return. We will pay the costs of return:

• (a) if the products are faulty;
• (b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a right to do so as a result of something we have done.
  In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

8.4 How we will refund you. We will refund you the price you paid for the products by the method you used for payment. However, we may make deductions from the price, as described below.

8.5 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

• (a) We may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we can inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

8.6 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

• (a) If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 8.2.

8.7 You must compensate us if you end the contract. We will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your ending the contract.

9. Our rights to end the contract

9.1 We may end the contract if you break it. We may end the contract for a product or service (including escape room bookings) at any time by writing to you if:

• (a) you do not make any payment to us when it is due and you still do not make payment after us reminding you that payment is due or prior to the commencement of an escape room game;
• (b) you do not, within a reasonable time collect products from us;

9.2 We may end the contract if you break it. We may end the contract for a product / service (including escape room bookings) on the day and during the booking without notice to you if:

• (a) You and any of your players arrive more than fifteen minutes late.
• (b) You and any of your players are under the influence of alcohol or drugs.
• (c) Misbehaviour during a game, included but not limited to, damage to property.
• (d) Abusive behaviour and comments towards our staff or other customers.
• (e) If any of the players are a child under the age of eighteen and they are not accompanied by at least one full paying adult over the age of twenty-one.

9.3 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.2, we will not refund any money you have paid in advance for the products/services we have not provided. In addition, you will pay us the costs of any damage to property and other costs incurred as a result of you breaking the contract.

9.4 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you a percentage of the price calculated as per the table below depending on the date on which we end the contract, as compensation for the net costs we will incur as a result of your breaking the contract. We also reserve the right to charge you for the Court fees and legal costs and any other costs incurred by us as a result of any breach of this contract.

Notice given ahead of date of booked services	Percentage fee that will be charged for cancelled bookings.	Percentage fee that will be charged for postponed bookings.
Over two weeks	No charge	No charge
8-14 days	25%	0%
4-7 days	50%	10%
72 hours or less	100%	100%

9.5 We may withdraw the product. We may write to you or verbally tell you to let you know that we are going to stop providing the product/service. We will let you know and will refund any sums you have paid in advance for products/services which will not be provided. We will not refund any ancillary costs not provided for within the contract (parking or travel costs and similar).d any ancillary costs not provided for within the contract (parking or travel costs and similar).

10. If there is a problem with the product

10.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01903 721200 or write to us at admin@harbourpark.com . Alternatively, please speak to one of our staff in-store.

10.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights for products (goods) please visit the Citizens Advice website www.adviceguide.org.uk See also clause 7.3.

If your product is services, for example a booking for an escape room game, the Consumer Rights Act 2015 says:

• a) You can ask us to repeat or fix a service if it’s not carried out with reasonable care or get some money back if we can’t fix it.
• b) If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
• c) If you haven’t agreed a time beforehand, it must be carried out within a reasonable time.

10.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us.. Please call customer services on 01903 721200 or email us at admin@harbourpark.com for a returns of products (goods).

11. Price and payment

11.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of what you order.

11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product or service, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

11.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products or services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

11.4 When you must pay and how you must pay. We accept payment with all major credit or debit cards online or in person. We also accept payment by bacs transfer for larger group bookings as determined by us, provided it is paid within the timeframe set out by the contract. When you must pay depends on what product you are buying and how you ordered:

• (a). For goods, you must pay for the products before we dispatch them usually at the time of order online via our platform Digi Tickets.
• (b). For services, Escape room bookings you must make payment online via our payment platform DigiTickets or for ‘Walk up’ games a the point of sale till within the ‘Meltz’ outlet. The payment requirements are detailed in our order acceptance email referred to in paragraph 3.1 for online orders.

11.5 We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of NatWest Plc from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

11.6 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

12. Our responsibility for loss or damage suffered by you

12.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. 

12.2 We are not liable for business losses. We only supply the products / services for domestic, leisure and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13. How we may use your personal information

13.1 How we may use your personal information. We will only use your personal information as set out in our privacy policy.

14. Other important terms

14.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

14.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

14.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

14.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

14.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.

15 Gift Vouchers

15.1 You have the right to cancel the purchase of a gift voucher within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of purchase of the gift voucher. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by e-mail). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. If you cancel the gift voucher within the cancellation period, we will reimburse to you payment received from you. We will endeavour to make the reimbursement using the same means of payment as you used for the initial transaction or by requesting further information from you, in any event, you will not incur any fees as a result of the reimbursement.

15.2 After 14 days you may cancel a gift voucher, but no refunds will be paid.