Privacy Policy
Last updated: 22 September 2026
1. Who we are
Urbesc is a trading name of Audibly Visual Entertainment Ltd, a company registered in England and Wales under company number 15098415.
Our registered office is the address currently shown on the Companies House register.
Audibly Visual Entertainment Ltd is the data controller responsible for personal information collected and used by Urbesc.
For any questions about this Privacy Policy or your personal information, contact:
Email: info@urbesc.uk
2. What information we collect
We collect personal information when you use our website, make a booking, visit our venue, complete a waiver, contact us or provide feedback.
This includes:
your name;
email address;
telephone number;
booking details;
details you provide about other members of your booking;
payment and transaction information;
waiver information;
feedback and survey responses;
communications between you and Urbesc;
CCTV images;
website usage and technical information, including IP address, browser and device information; and
your marketing preferences.
We only collect information that we need to operate Urbesc, provide our services, meet our legal obligations and keep our customers, staff and premises safe.
3. Website and bookings
Our website and online booking system are provided through Squarespace.
When you make a booking, we collect the information needed to administer your booking and provide your experience.
We use your booking information to:
process and manage your booking;
process and record payment;
send booking confirmations;
send information relating to your visit;
deal with booking changes;
provide customer support;
identify your booking when you arrive;
maintain financial and business records; and
provide the experience you have booked.
We process this information because it is necessary to perform our contract with you and to comply with our legal obligations.
We also use booking information where necessary for our legitimate interests in operating and protecting Urbesc.
4. Payments
Payments made through our website are processed using the payment services connected to our Squarespace booking system.
Complete payment-card details are handled by the payment provider rather than stored by Urbesc.
We retain transaction records required for booking administration, accounting, tax and fraud prevention.
5. Player waivers
Players complete a waiver or participation form as part of attending an Urbesc experience.
We use waiver information to:
record who has participated in an experience;
confirm acceptance of relevant participation and safety information;
administer the experience;
manage safety;
investigate incidents where necessary; and
maintain appropriate records for insurance and legal purposes.
Waiver records are stored within our systems and backed up to our Microsoft 365 environment.
If a waiver requires information concerning health or another category of information given additional protection under data protection law, we only collect the information necessary for the stated purpose and process it under an appropriate legal basis and special-category condition.
6. CCTV and live game monitoring
Cameras operate within our escape rooms and other relevant areas of the venue.
We use cameras for customer safety, game supervision, security, incident investigation and the protection of customers, staff and property.
Video recording
Our CCTV system records video footage.
CCTV footage is normally retained for 30 days, after which it is automatically deleted or overwritten.
Specific footage is retained for longer when it is required to investigate an accident, security incident, complaint, insurance matter or legal claim. In those circumstances, the relevant footage is retained until it is no longer required for that purpose.
Live audio monitoring
Urbesc staff can hear live audio from inside the escape rooms while a game is taking place.
This allows our staff to supervise the game, hear requests for assistance, provide hints and respond quickly to safety concerns or emergencies.
Audio from the escape rooms is not recorded or stored.
The live audio feed is used only while staff are operating and supervising the experience.
CCTV recordings therefore contain video only and no recorded audio.
Signs at the venue inform customers that CCTV and game monitoring are in operation.
We process CCTV and live monitoring information because of our legitimate interests in operating the experience safely and securely and protecting our customers, staff and property.
7. Game systems and SMS
Our escape room experiences use technology including cameras, sensors, computers, game controllers, displays, telephones and SMS messaging.
These systems allow our staff and game-control equipment to monitor game progress, activate puzzles and effects, provide hints and respond to players.
Site 42 uses SMS messages as part of its interactive storyline and hint system.
Where a telephone number is used for gameplay, we use it to operate the experience and communicate with the team during the game.
We do not treat gameplay SMS messages as consent to receive marketing.
8. Customer feedback
We collect feedback from customers about their visit and experience.
We use this information to:
identify problems;
improve our games;
improve customer service;
monitor customer satisfaction; and
help develop future Urbesc experiences.
Feedback and associated booking information are stored within our business systems and backed up to Microsoft 365.
Where we want to use an identifiable customer's comments, name, photograph or other personal information publicly for promotional purposes, we obtain permission where required.
9. Microsoft 365 and backups
We use Microsoft 365 for business administration, document storage and cloud backup.
Information stored or backed up within our Microsoft 365 environment includes:
booking information;
waiver records;
customer feedback;
customer communications;
business and operational records; and
other information required to operate Urbesc.
Access to our Microsoft 365 environment is restricted to authorised users.
Backups are used to protect Urbesc against accidental deletion, equipment failure and loss of business data.
Deleting information from a live system does not necessarily remove every backup copy immediately. Backup copies are deleted or overwritten in accordance with our backup and retention processes and are not used for ordinary business purposes after the live information has been deleted.
10. Emails and other communications
When you contact Urbesc by email, telephone, website form or another communication method, we keep the information required to deal with your enquiry and maintain an appropriate record of the conversation.
We use these communications to provide customer service, resolve problems and administer bookings.
11. Cookies and website information
Our Squarespace website uses cookies and similar technologies.
Essential cookies are used where necessary for the website, security and booking functions to operate.
Analytics and other non-essential technologies are controlled in accordance with the cookie choices presented on our website.
Our website collects technical information including IP address, browser information and device information as part of normal website operation.
Our website cookie controls provide further information about the cookies in use and allow you to manage your preferences.
12. Marketing
We keep service communications and marketing communications separate.
Booking confirmations, booking reminders, safety information, gameplay messages and communications necessary to provide an experience are service communications.
Receiving these messages does not automatically subscribe you to marketing.
Where we ask you to opt in to marketing, we use the contact details you provide to send Urbesc news, offers and other promotional information.
You can withdraw your marketing consent at any time by using the unsubscribe option provided or contacting:
Withdrawing marketing consent does not prevent us from sending communications necessary to administer an existing booking.
13. Who we share information with
We do not sell your personal information.
We share information with suppliers where this is necessary to operate Urbesc.
These include:
Squarespace, which provides our website and booking services;
our payment-processing providers;
Microsoft, through our use of Microsoft 365;
email and telecommunications providers;
SMS providers used for game communications;
IT and technical-support providers;
accountants and professional advisers;
insurers; and
law enforcement, regulators, courts and public authorities where disclosure is legally required.
We only provide suppliers with the information required for the service they provide.
Some providers act as processors on our behalf. Others operate as independent data controllers for particular services, such as payment processing.
14. International processing
Some of the technology providers we use, including Microsoft and Squarespace, operate internationally. This means personal information can sometimes be processed outside the UK.
Where this happens, we use providers that put the safeguards required by UK data protection law in place to protect your information.
15. How long we keep information
We do not keep personal information indefinitely.
Our retention periods depend on why the information was collected and any legal, accounting, insurance or claims requirements applying to it.
CCTV recordings: 30 days unless specific footage is required for an incident, complaint, insurance matter or legal claim.
Live room audio: not recorded or stored.
Booking and transaction records: retained for the period required for booking administration, accounting, tax and legal purposes.
Waiver records: retained for the period necessary for safety, insurance and potential legal claims.
Customer communications: retained for as long as required to administer the matter concerned and maintain appropriate business records.
Feedback: retained while it remains useful for improving and operating Urbesc.
Marketing records: retained while you remain subscribed and as necessary to maintain a record of your communication preferences.
Information contained in backups remains until the relevant backup is deleted or overwritten in accordance with our backup process.
16. How we protect your information
We use technical and organisational measures to protect the information we hold.
Access to systems containing personal information is restricted to authorised people who require access for their work.
We use established cloud and technology providers for key parts of our infrastructure and maintain backups to protect important business information against loss.
We also limit the personal information we collect to information that has a genuine business, contractual, safety or legal purpose.
17. Your data protection rights
UK data protection law gives you a number of rights over your personal information.
Depending on the circumstances, you can:
ask for a copy of the personal information we hold about you;
ask us to correct inaccurate information;
ask us to delete information;
ask us to restrict how information is used;
object to certain uses of your information;
request certain information in a portable format; and
withdraw consent where our processing relies on your consent.
Some of these rights depend on the circumstances and are subject to legal exceptions.
To exercise a data protection right, email:
We will respond in accordance with the timescales required by data protection law and will ask for information to verify your identity where necessary.
Right to object
Where we rely on legitimate interests to process your information, you have the right to object to that processing in certain circumstances.
You have the right to object at any time to your personal information being used for direct marketing.
18. Complaints
If you have a concern about how Urbesc uses your personal information, contact us at:
We will investigate your concern and respond to you.
You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.
19. Changes to this Privacy Policy
We update this Privacy Policy when our services, systems or data-processing activities change.
The current version is published on the Urbesc website with the date it was last updated.
Audibly Visual Entertainment Ltd trading as Urbesc
Company number: 15098415
Email: info@urbesc.uk