Frequently Asked Questions (FAQ)

You and your team will be thrown into a room for 1 hour, where you will have to use your brain and your wits to solve puzzles, open locks, and escape before your time is up.
Hints will always be available to players during the game. We do not penalise for any clues.
Escape rooms are challenging, so many players get close but do not escape in time. At the end of the allotted time, players will be freed, and the solution explained. Please keep the solutions confidential so you do not spoil the experience for future players. If timings allow, we may be able to give players extra time, but this is not guaranteed and is at the discretion of the game masters.
Escape room challenges are predominantly designed for an adult audience, and our puzzles reflect this consideration. Please note that our games are not tailored for groups where the majority of participants are under 14, especially for those under 10. Children, however, can still enjoy the escape room experience when participating as part of a larger family group. In instances where a child is part of a family group, we recommend a minimum age of 6 to ensure they remain engaged throughout the one-hour experience. All players, regardless of age, are charged at the same rate. For groups with participants under 16, the presence of a paying adult in the room is mandatory, and the team size must adhere to the specified maximum. This is a mandatory requirement for insurance purposes..
We welcome well-behaved dogs that would be comfortable in an Escape Room environment. Please bear in mind it may be a loud and exciting environment.
Recommended group sizes have been prepared based on the size of the room and the puzzles involved. However, we will consider requests for an additional 1-3 players, as long as the room can accommodate. The limit for each room is displayed on the individual page. You simply reserve the room for the expected number of people and pay for the extra guests upon arrival having prearranged for the additional people. Please contact us beforehand to ensure that new people can be accommodated.
We do not regularly have live actors in our escape rooms but may do so for special occasions such as Halloween. We will always make customers aware before they go into a room if there will be live actors in there. If live actors are in the room, they will never touch a player.
Our escape rooms have themes and props to set a mood, but they are not haunted houses intended to scare players. Some rooms may be in complete or semi-darkness. Accommodation will be made for players that have a fear of the dark.
Escape rooms require brain power, not physical strength. At the most, the activity will require some squatting down to look under an object or to get a closer look at something. No climbing or heavy lifting is required.
The door will not be locked during the game. If a player leaves the room for any reason during the game their time will not be paused. However, this is at the discretion of the game master. If any player feels uncomfortable or ill during the game, allowances will be made to the best of our abilities.
You will not be grouped with strangers. Booking a room for a minimum of two players will give you the entire room for the duration of the game.
It is not necessary to book an escape room in advance, although it is preferred. We will accept players who have not made an appointment, but we cannot guarantee availability.
It is recommended that players book as far in advance as possible to ensure their desired date and time is available.
If you need to reschedule in the event of an emergency, please call in advance and we will do our best to accommodate you.
It is recommended that players arrive 5-10 minutes prior to the scheduled time. If you arrive after your start time, in order to avoid disruption, we may have to take time off your game. If you know you are going to be late, call us before your booking and we may be able to arrange something for you.
Yes. If you haven’t solved a room and you want to try again at another time, let us know and we won’t give you the solution at the end. However, when you reattempt the room, you will not be eligible for the leader board.
Unfortunately, we cannot allow photos or videos to be taken within the escape rooms, so the puzzles remain a mystery for future players. However, we encourage photos and videos to be taken outside the room. If you post any images online, make sure to tag us!
Important Information for Bookings After 6 PM: New Arrival Location: The arrival location for bookings after 6 PM has changed. Please proceed to the Darwin Service Bay Entrance, identified by the what3words location ///odds.choice.wool, with the postcode SY1 1PL. Arrival Time: Our team will be waiting for you at the Darwin Service Bay Entrance five minutes before your scheduled session start time. For example, if your booking is at 18:30, please ensure you arrive at the service bay by 18:25. Recommended Parking: We suggest parking at the Raven Meadows Multi Storey, SY1 1PL. After parking, exit through the main entrance and you'll find the Darwin Service Bay Entrance directly opposite. Loading Bay Access: Please do NOT attempt to enter the centre through the loading bay without a member of our staff accompanying you. There is a strict protocol in place to ensure access. Accessibility: If you are a wheelchair user or have mobility issues, kindly call us ahead of time. We are committed to making additional arrangements to ensure your comfort and enjoyment. Limited Toilet Facilities: Please be aware that toilet facilities are limited at the Darwin Centre after 6pm. We recommend using facilities before arriving, where possible.
Ark Raider, does have moments through the game that have moments that are dark, and can involve mild jump-scares, Please feel free to discuss this with your host at any point.
Terms and Conditions - LevelUp Escapes Escape Room Experience Eligibility: a. These terms and conditions apply to participants aged 18 years or above who book and participate in the LevelUp Escapes Escape Room Experience for two participants during off-peak hours. b. Participants must leave a review on Google or TripAdvisor within 24 hours of completing the escape room experience to be eligible for the benefits mentioned in these terms and conditions. Review Submission: a. Participants must provide a genuine and honest review of their experience at LevelUp Escapes on either Google or TripAdvisor. b. The review must be submitted within 24 hours of completing the escape room experience. c. Reviews should not contain any offensive, inappropriate, or false content. LevelUp Escapes reserves the right to remove any review that violates these guidelines. Benefits: a. Participants who comply with the review submission requirements will be eligible to receive a discount voucher for future bookings at LevelUp Escapes. b. The value and nature of the discount voucher will be determined solely by LevelUp Escapes and may vary from time to time. c. The discount voucher is non-transferable, cannot be exchanged for cash, and must be redeemed within the specified period mentioned on the voucher. d. The discount voucher cannot be combined with any other offers, discounts, or promotions. Redemption: a. Participants who are eligible to receive a discount voucher will be notified via the platform on which they submitted their review (Google or TripAdvisor). b. Participants must present the discount voucher at the time of booking their next escape room experience at LevelUp Escapes to avail the discount. c. The discount voucher can only be used for future bookings and cannot be applied to past or already confirmed bookings. d. The discount voucher is subject to availability, and LevelUp Escapes reserves the right to apply restrictions on certain dates or time slots. General Conditions: a. LevelUp Escapes reserves the right to modify or terminate this promotion or these terms and conditions at any time without prior notice. b. LevelUp Escapes is not responsible for any technical issues, delays, or failures that may prevent participants from submitting their reviews within the specified time frame. c. Participants are responsible for ensuring that their reviews comply with the terms and guidelines of the respective review platforms (Google or TripAdvisor). d. LevelUp Escapes may use the submitted reviews for promotional purposes, including but not limited to website content, social media posts, or other marketing materials. By participating in the LevelUp Escapes Escape Room Experience and leaving a review on Google or TripAdvisor within 24 hours, participants agree to these terms and conditions.
Physical requirements – Part of the game requires at least one player to be able to climb through a confined space.