Terms & Conditions - Screamworks

Last updated: 16 November 2023

For the sale of tickets, gift vouchers, admittance, merchandise, space hire and pre-ordered food and beverage at a ScreamWorks event.

All Tickets are sold subject to availability and to these terms and conditions. These terms and conditions should be read prior to purchase, as purchasing a Ticket constitutes acceptance of these terms and conditions.

To assist in ensuring your safety, CCTV is in operation throughout the Attraction. This footage may be used for promotional purposes.

ScreamWorks reserves the right to refuse entry or remove any Customer from the Attraction for any reason, without a refund or readmittance. We operate a zero tolerance policy on harassment. Customers must not, under any circumstances, touch or talk to any of the staff, servers or performers in an inappropriate manner. Management retains absolute discretion to decide what is ‘inappropriate’.

If you have access needs, please let our box office know via info@screamworks.co.uk BEFORE attending a ScreamWorks event.

1. Definitions

1.1 ‘Ticket’ means any item, tangible, or intangible, which confers the right to attend the experience

1.2 ‘Customer’ includes both the person who purchased, or intends to purchase, Tickets, a gift voucher, merchandise, and pre-ordered food and beverage those within their party who are attending the Event, each of whom must possess a valid Ticket.

1.3 ‘Attraction’ means any location where the Experience is being held and representatives of this location including but not limited to the management, security, front of house and box office teams.

1.4 ‘Experience’ means any entertainment Experience or performance occurring at the Attraction in respect of which Tickets are sold.

1.5 ‘Promoter’ means the entity which is staging/producing the Event, which may be different to the Attraction.

1.6 ‘E-ticket’ means the delivery method by which PDF Tickets are emailed to the Customer.

2. Tickets & Admittance

2.1 A valid Ticket must be produced by each Customer to gain entrance to any Experience. The Ticket must be retained by the Customer whilst in the Attraction and be made available for inspection if requested by the Attraction staff. Failure to produce a valid Ticket may result in a customer being removed from the Attraction.

2.2 It is the Customer’s responsibility to check all the details on their Tickets. ScreamWorks will make reasonable endeavours to correct mistakes if brought to the attention of the Attraction’s Box Office team prior to the Experience for which the Ticket is valid. However, it may not always be possible to correct mistakes.

2.3 In certain circumstances, an Experience may need to be cancelled. The Attraction will endeavour to contact all Customers in this event. However, please note that it is the Customer’s responsibility to ascertain whether an Experience has been cancelled or rescheduled. In the event of a cancellation, ScreamWorks will not be responsible for costs for accommodation, travel or subsistence.

3. Conditions of Admission

3.1 ScreamWorks reserves the right to refuse admission to a Customer, or to eject them from the Attraction at any point, if in Management’s reasonable opinion the Customer: is acting in a threatening or aggressive manner; uses threatening, abusive or insulting language; appears to be under the influence of alcohol and/or drugs; may be a risk to the safety of Attraction staff, performers or other visitors; may detract from the enjoyment of other Customers; fails, when required, to produce proof of identity, age or entitlement to a third party Ticket; fails to comply with instructions given by the Attraction’s staff; or is found to be in breach of these terms and conditions or statutory law. No refunds will be given to Customers who are refused entry or ejected due to their behaviour as suggested in, but not limited to, the examples shown above.

3.2 Late admission cannot be guaranteed, and no refunds will be payable if late admission is not possible. We enforce strictly the end time of our experiences, so if you arrive late and we do let you in, then your experience may be shortened. This is why we ask our customers to arrive at a specific time. Before the event you will receive an email from us with the subject line “Important information about your upcoming booking…” This email will specify exactly when we expect you to arrive. This arrival time will include an appropriate amount of time to get you checked in before the event, so that your group can start your experience at the advertised start time and enjoy the full duration you have paid for. This email will also specify a cut-off time, after which point you will be treated as a ‘no show’ and will not be granted admission to the experience.

3.3 The Attraction reserves the right to refuse readmission to the Attraction. If Customers wish to re-enter the Attraction, they must check with the Attraction staff before they exit.

3.4 ScreamWorks reserves the right to conduct security searches and confiscate any item which, in the reasonable opinion of the Attraction staff, may cause danger or disruption to the Experience or other Customers, or which the performers or their representatives have specifically requested are prohibited.

3.5 The Attraction will make all reasonable efforts to forewarn Customers if stroboscopic lighting may be used in the Event. Customers with known medical conditions who may be susceptible to such lighting effects are recommended to seek further advice.

3.6 The Haunted House – our immersive escape room experience – is suitable for persons aged 13+, but any guest under the age of 18 years must be accompanied by a responsible adult. Private bookings of Open House – the escape room – are suitable for persons aged 13+ (accompanied by a responsible adult), with advanced notice only, but in the event that one or more of the guests within a private booking are under the age of 18, then no alcoholic beverages will be provided. Public bookings of Open House – the escape room – are suitable for persons aged 18+ only. A ‘private booking’ is a booking where no other members of the public are entitled to join your timeslot. A ‘public booking’ is a booking where other members of the public may join your timeslot.

3.7 Pets or animals of any nature are expressly prohibited in the Attraction (including guide dogs, hearing dogs and registered assistance dogs, for which advance permission is required) without the express prior permission of the Attraction. Customers attending the Attraction with a guide dog, hearing dog or registered assistance dog are advised to contact our Box Office ahead of their ticket date, info@screamworks.co.uk.

3.8 Please note that all ScreamWorks experiences may involve stressful moments, flashing lights, loud noises and jump scares. You will be required to sign a waiver upon arrival and supply your full name, email address and mobile number to the Front of House Team.

3.9 Smoking and vaping is strictly prohibited in the Attraction.

4. Ticket cancellations, exchanges & refunds

4.1 Tickets cannot be refunded after purchase unless the Experience is cancelled by ScreamWorks.

4.2 Where certain experiences require a minimum attendance number, which has not been achieved, visitors may be rescheduled to another time. The Attraction team will endeavour to contact customers in advance of their ticketed time; however, this may not be possible and suitable arrangements will be made on arrival.

4.3 Refunds (for cancellation by ScreamWorks) shall only be made to the person who purchased the Tickets and, where possible, by the same method used to purchase the Tickets. When it is not possible to refund via the same payment method the Attraction reserves the right to request additional identification or documentation to ensure the money is returned to the correct person.

4.4 In the event that an experience is cancelled by ScreamWorks, Customers will be refunded the purchase price of the Tickets (the amount actually paid) and any associated booking fees.

4.5 In the case of a postponed/rescheduled Experience, Customers will be offered alternative Tickets of the same value for the new date/time, subject to availability. Where it is not possible to offer Tickets of the same value then alternative Tickets may be offered. Should the Customer not wish to accept these Tickets then a refund can be obtained for the face value of the Tickets and any associated booking fees.

4.6 In rare and unforeseen circumstances, the Attraction may be required to revoke Customer’s Tickets and offer alternative Tickets for the same Experience of the equivalent value. If this is not possible, alternative Tickets may be offered and any difference in value credited or debited to the Customer as applicable and with their consent. If the Attraction cannot offer Tickets of the equivalent value, then the Customer can claim a refund of the face value of the Tickets and any associated booking fees.

4.7 The Attraction reserves the right to cancel Tickets which they reasonably suspect to have been booked fraudulently, which exceed any advertised limits on the quantity that a person/household can buy, or which they suspect to have been resold, or attempted to be resold, for financial gain. Any applicable restrictions on the quantity of Tickets that can be purchased will be made clear at the time of booking.

4.8 Each event will have its own specific terms and conditions which will supplement these terms. These additional terms and conditions will be set out in the event description and in the email which is sent out to each Customer in advance of the event. These terms will specify an arrival window and a cost of rebooking. If you arrive after the expiry of this arrival window then you will be denied entry. We will offer you an opportunity to reschedule your tickets, at the cost stated.

4.9 For group bookings of over 14 players/ attendees, we will refund up to 10% of the purchased tickets (rounded up to the nearest whole number), so long as the Customer informs us of the variation within 72 hours of the start time of their booking. For example, if a Customer has purchased 19 tickets for an event due to start at 1pm on 4th July 2024, but they wish to reduce the total number of attendees to 16 players, then so long as the Customer informs ScreamWorks of this variation by 1pm on 1st July 2024, ScreamWorks will refund the price of TWO Tickets (10% of 19 Tickets, rounded up to the nearest whole number).

4.10 ScreamWorks will offer ticket exchanges, so long as the Customer informs us of the variation within 72 hours of the start time of their booking. ScreamWorks will provide the customer with a store credit for the value of the original order (which will be valid for 12 months only) and it is the customers responsiblity to use that store credit to purchase tickets to an alternative event.

5. Ticket Prices

5.1 Ticket prices are subject to change. ScreamWorks reserves the right to change the prices of Tickets and/or introduce discounts/special offers which cannot be retrospectively applied to Tickets already purchased.

5.2 All discounts/special offers are offered subject to availability and therefore Tickets may not be always available at all advertised prices.

6. Gifts

Where a ticket type is advertised as granting the bearer a gift from ScreamWorks, this will either be handed to you at the event or mailed to you in the post within 21 days after the conclusion of the event. For VAT purposes, the gross price of admission to the event will be deemed to be the total price paid per ticket, minus the RRP of the gift (inc. VAT where applicable).

7. Escape Room “Insurance”

If you purchase an ‘Extra Time Upgrade’ for The Haunted House, then we will give your group an additional 20 minutes (Limited Experience) or 30 minutes (Full Experience) to complete the experience, if you run out of time. This is non-refundable, even if you end up not needing any additional time to complete the experience. If you do not purchase Escape Room Insurance, then we will terminate your game the moment that you run out of time.

8. Chargeback requests

If you submit a chargeback request with your credit or debit card provider, we reserve the right to recover from you any dispute fee that is charged to us by our merchant services supplier (Stripe) and, in the event that your chargeback request is successful, we reserve the right to recover from you the full amount of that chargeback.

TERMS & CONDITIONS (USE OF WEBSITE)

Last updated: 4 August 2024

Please read these Terms and Conditions (“Terms”, “Terms and Conditions”) carefully before using the screamworks.co.uk or .london website(s) (the “Service”) operated by 52 Events Ltd, trading as ScreamWorks (“us”, “we”, or “our”).

Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the Service.

By accessing or using the Service you agree to be bound by these Terms. If you disagree with any part of the terms then you may not access the Service.

LINKS TO OTHER WEB SITES

Our Service may contain links to third-party web sites or services that are not owned or controlled by ScreamWorks.

ScreamWorks has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party websites or services. You further acknowledge and agree that ScreamWorks shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on or through any such web sites or services.

We strongly advise you to read the terms and conditions and privacy policies of any third-party web sites or services that you visit.

TERMINATION

We may terminate or suspend your access immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms.

Upon termination, your right to use the Service will immediately cease.

All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.

GOVERNING LAW

These Terms shall be governed and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions.

Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights. If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect. These Terms constitute the entire agreement between us regarding our Service, and supersede and replace any prior agreements we might have between us regarding the Service.

CHANGES

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material we will try to provide at least 30 days notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

By continuing to access or use our Service after those revisions become effective, you agree to be bound by the revised terms. If you do not agree to the new terms, you must stop using the service.

Please refer to our Privacy Policy and Cookies Policy. You agree that they constitute part of these terms. You must read our Privacy Policy and Cookies Policy before you use the Service.

If you have any questions about these Terms, please contact us at info@screamworks.co.uk.