Terms and Conditions

To contact us about our terms and conditions please head to our contact page.

The same terms and conditions apply to all experiences at LevelUp Escapes LTD

By purchasing the ticket, you (“Ticket Holder”) agree to be bound by the Terms and Conditions of sale specified herein and any other provision as may be specified from time to time by LevelUp Escapes LTD. The owners of LevelUp Escapes LTD or its employees shall not be liable for any death, personal injury, loss, damage however caused while in the venue, location or place related to LevelUp Escapes nor are they liable for any complaints, claims, refunds, or exchange for any reason, including without limitation, cancellation or postponement of the LevelUp Escapes Ltd. Any refunds or rescheduling shall be made only at LevelUp Escapes management's discretion. Tickets are sold subject to the following conditions

  • • Please make sure you arrive 10 minutes prior the booking time for the briefing.
  • • If you are late more than 10 minutes of the original starting time, we will have to take time off your experience.
  • • If you are late more than 15 minutes your booking will become a no show, with no refund given.
  • • If you need to cancel or reschedule your booking, please contact us with your request to 01743 630165 or on the number help@levelupescapes.com

Our policies are as follows:

There is no refund offered for cancellations.

If you give us a notice of 7 days or more prior your original booking, we can do one of the following options:

1) to reschedule your game for free of charge (based on availability)

2) to credit your LevelUp Escapes account with total amount you made to us and you can use it for your future bookings within next 6 month.

If you give us a notice of less than 48 hours prior your original booking and we have availability at your chosen date and time, we can reschedule the game. The fee for rescheduling is 50% of the booking. Payment must be done on the day of rescheduling.

In case of the UK government restrictions under “lockdown law” and business must be closed, no refund is offered. Credit will be applied, and it can be redeemed for game with no date or time restriction.



Prices listed by LevelUp Escapes are in Pounds Sterling’s including taxes and are for sixty (60) minutes of game to play.

Other services not included in the initial booking price may be invoiced to the Purchaser in addition to booking prices.

LevelUp Escapes reserves the right to modify booking and other prices at any time.


Bookings are processed in real time and the Purchaser will be immediately debited.

Bookings are subject to availability and will not be final until receipt of a confirmation email from LevelUp Escapes specifying a unique order number, date and time of booking which permits access to LevelUp Escapes games.

Bookings cannot be refunded or exchanged without the agreement of LevelUp Escapes.

Age Restrictions: We recommend a minimum age of 6 for participants. Anyone aged between 6 and 11 must be accompanied by an adult playing the game with the adult also paying.

Players aged 12-16 must have an adult on the premises or no further than 5 mins away from the location and reachable on the phone. Players aged 16 and over can check in and play by themselves.

For kids age between 9-11 we have a service – Game Master in The room. Our fully qualified and DBS checked Game master will participate and host the team, will run escape experience from inside the room.

An adult can be on the premises or no further that 5 min away and reachable on the phone.


LevelUp Escapes has entrusted its payment system to a specialist in online payment security.

LevelUp Escapes will only accept payment by credit/debit card and Amex.


By booking the Purchaser consents to the use of personal data necessary to process the booking.

LevelUp Escapes does not retain any customer credit card information.

LevelUp Escapes undertakes to not to divulge information to third parties except upon request by a judicial authority or other administrative authority empowered by law to request the communication of this information.


Purchasers are required to sign acknowledgement of consent to the use of CCTV cameras for game management and security.

The nature, order and arrangement of the purchased game is at the discretion of LevelUp Escapes, including any modification to the purchased game.

The Purchaser accepts that LevelUp Escapes games, components and puzzles are confidential. It is strictly prohibited to take pictures, film or to record all or part of the game. Any full or partial disclosure or publication by the Purchaser to any third party will give rise to an action by LevelUp Escapes against the Purchaser.

LevelUp Escapes declines all responsibility for any damages to objects belonging to customers which have not been deposited at the reception desk area reserved for this purpose.

LevelUp Escapes is entitled to charge customers for any vandalism related damage while within the venue of LevelUp Escapes while participating in the game.

We do not allow anyone who is under the influence of drugs or alcohol to play any of our rooms, this will result in your game being cancelled without refund.