Terms & Conditions
Please read the following terms and conditions carefully, making specific note of the cancellation and no show policies which will be strictly enforced and apply to all activities.
General terms and conditions:
- 1. Booking terms
- 2. Payment terms
- 3. Redeeming gift vouchers
- 4. Cancellation and no-show policy
- 5. Start times
- 6. Under 18’s
- 7. Video & Photos
- 8. Purchases and returns policy
- 9. Data Protection
- 10. Force Majeure
Refer to rules and regulations for further info on activities
1.0 Booking terms
1.1 Pre-booking of all online activities are essential. Pre-booking for all onsite activities is advisable to ensure your preferred date and time.
1.2 All activity bookings, both on-site and remote are non-refundable.
1.3 No booking for any activity on-site or remote will be confirmed, unless payment is made, or a Bank Transfer is initiated; upon which a booking confirmation can be issued upon request.
1.4 For schools and colleges, a purchase order is acceptable, provided payment is received prior to the booking date.
2.0 Payment terms
2.1 All bookings must be paid for in full. Payments must be made in advance over the phone, online or in person, using a credit or debit card.
2.2 Bank Transfers will be accepted for payments of over £150, providing bookings are more than 30 days in advance.
2.3 If paying by Bank Transfer, a minimum of 10 days must be allowed for funds to clear.
2.4 Failure to pay in full before the specified deadline, will result in cancellation.
2.5 Any additional bank charges must be paid for by the payee.
2.6 Due to fraud protection procedures, you will be asked to present either the card used to pay, or a form of photo ID (driver license/passport) on the day of your activity.
3.0 Redeeming gift vouchers
3.1 Vouchers used for any activities must be declared at the time of booking. Thus, being proof of your payment for your activity.
3.2 Vouchers must be presented on the day of the activity to be valid.
3.3 Any lost/stolen vouchers can be replaced at a surplus charge of £8 provided the expiry date has not been exceeded.
3.4.1 All vouchers are non-refundable
3.5 If returning vouchers, please send via recorded delivery as lost vouchers are non-refundable.
3.6 All vouchers expire 12 months after purchase date , unless otherwise stated.
3.7 Vouchers from external suppliers such as (but not limited to) Acorne, Lastminute.com and Virgin Experience days all have their own terms and conditions which may vary from Twinwood’s own policies. Please check with your voucher supplier.
3.8 Gift vouchers cannot be purchased or redeemed in conjunction with any other offer or discount.
3.9 Gift vouchers cannot be exchanged for cash.
3.10 For multi activity vouchers should one of the activities be unavailable for any reason then either an alternative activity will be offered or a gift voucher given to be used at a future date within the following 12 months.
3.11 Vouchers must be booked on or before date of expiry
3.12 Unless otherwise stated, vouchers sold by Twinwoods Adventure are ‘Anytime’ and can be redeemed any time there is availability before the expiry date.
3.13 Vouchers are for the specific activity as printed on the voucher, and not interchangeable or redeemable for cash
4.0 Cancellations, Rescheduling and no-show policy
4.1 Non-attendants and latecomers will be considered as cancellations.
4.2 Refunds are not available for no-show or cancellations
4.3 At the discretion of a Manager a booking may be rescheduled with a minimum of 24hrs notice
4.4 All cancellations must be made by telephone, email or in person. Cancellations will not be taken any other way.
4.5 For bookings which include multiple activities you must give at least 72 hours notice in order to move your booking.
5.0 Start Times
5.1 Please arrive 15mins before the start time of your onsite activity and 30mins before the start time of your remote activity for a mandatory briefing
5.2 If you miss your pre-activity briefing, you will be unable to take part and will not be reimbursed, or offered an alternative activity.
6.0 Under 18’s
6.1 Under 18’s must be supervised by a responsible adult throughout the duration of their online experience.
6.2 Under 18’s should always be accompanied by an adult, remote and onsite, the adult will always be asked to sign on behalf of the minor.
7.0 Video & Photos
7.1 Twinwoods Adventure may take photos and/or videos during your activity for safety and quality control purposes. The footage may also be used at our discretion for marketing purposes. If you wish not to be photographed and/or videoed please let us know in writing in advance of your booking.
7.2 In the event of video footage or photos being unavailable there will be no rescheduling or re-imbursement.
7.3 Should the booked activity package include a free USB, in the unlikely event that this is unavailable there shall be no alternate reimbursement
- Purchases and returns policy
8.1 No refunds are offered for any voucher or activity, used, unused, or part thereof.
8.2 Clothing or items purchased onsite can be refunded or exchanged with proof of purchase within 14 days of the dated receipt.
9.0 Data protection and GDPR
9.1 Twinwoods Adventure may store personal data in order to provide our services, and for operational reasons. This follows compliance with GDPR Legislation as of May 2018.
9.2 The data we hold is basic contact and identity information (name, e-mail address and phone numbers) for customers who make bookings with us. This information is held for contact, booking confirmation and marketing purposes
9.3 For the purposes of sending out confirmation e-mails, newsletters and other marketing communication it is necessary to disclose e-mail addresses to external service providers. These service providers are required to respect the security of the data and treat it in accordance with the law, and we do not allow them to use the data for any other purpose.
9.4- Twinwoods Adventure retain ownership of all intellectual property rights in relation to the remote escape rooms we provide.
- Force Majeure
10.1 We will not be liable, or responsible for any failure to perform, or any delay in performance of, or any of our obligations under the Contract; that is caused by any act or event beyond our reasonable control.
10.2 If an Event Outside Our Control occurs that affects the performance of our obligations- under the Contract:
(a) we will notify you as soon as possible
(b) our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control.
10.3 Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.