Website, Booking & Participation Terms and Conditions
Last updated: 22 September 2026
These Terms & Conditions apply to the use of the Urbesc website, bookings made with Urbesc and participation in experiences operated under the Urbesc trading name.
Urbesc is a trading name of Audibly Visual Entertainment Ltd, registered in England and Wales under company number 15098415.
Our registered office is the address currently shown on the Companies House register.
Contact: info@urbesc.uk
1. Making a booking
By making a booking with Urbesc, you agree to these Terms & Conditions on behalf of yourself and confirm that you will make the other members of your group aware of the terms that apply to their participation.
Bookings are subject to availability and are confirmed when the booking process has been successfully completed and the required payment has been received.
You are responsible for checking the details in your booking confirmation and contacting us promptly if anything is incorrect.
2. Payment
The price displayed when booking is the price payable for the selected experience, date, time and group, unless an obvious pricing error has occurred.
Payment is required when the booking is made.
Prices displayed to consumers include VAT where applicable.
3. Cancellations and refunds
Bookings are for a specific experience at a specific date and time.
Bookings cannot be cancelled and are non-refundable if you change your mind or can no longer attend.
This does not affect your statutory rights or your rights where Urbesc cancels the experience or fails to provide the booked service.
4. Moving a booking
You can move your booking to another available date or time by contacting us at least 48 hours before the scheduled start time.
The replacement date or time is subject to availability.
Bookings cannot be moved within 48 hours of the scheduled start time.
If the replacement booking costs more than the original booking, you must pay the difference.
Moving a booking does not make it refundable.
5. Arriving for your experience
You must arrive at the time stated in your booking confirmation or pre-arrival instructions.
Our escape rooms operate to a schedule and late arrival affects both your experience and customers booked after you.
If you arrive late but there is still enough time to run your experience safely, your game will be shortened so that subsequent bookings are not delayed.
If you arrive too late for the experience to operate safely or without significantly affecting later bookings, we will not be able to run your game.
A game that is shortened or cannot proceed because your group arrived late is not eligible for a refund.
6. Under 18s
Anyone under the age of 18 must be accompanied by a responsible adult.
The responsible adult must remain with the group throughout the experience and is responsible for supervising the under-18s in their group.
Where an individual experience has an additional age restriction because of its content or physical environment, this will be stated in the information for that experience.
7. Safety
Escape rooms are interactive environments containing scenery, props, electronics, lighting, sound effects and other equipment.
You must follow instructions given by Urbesc staff before and during your experience.
You must not:
obstruct or interfere with emergency exits or safety equipment;
climb on scenery or furniture unless specifically instructed to do so;
force locks, doors, props or equipment;
dismantle fixtures or equipment;
enter areas marked as restricted; or
use excessive force.
Nothing in an Urbesc escape room requires excessive or dangerous force.
If you are unsure whether something forms part of the game or whether it should be moved, opened or operated, ask a member of staff.
Urbesc will stop an experience where continuing it would create an unacceptable safety risk.
8. Medical conditions and accessibility
Our experiences contain features including low lighting, sudden or loud sounds, theatrical effects and periods of heightened tension. Individual rooms can contain additional effects or physical elements, which are described in the relevant experience information.
If you have a disability, accessibility requirement, medical condition or other requirement that could affect your participation, contact us before your visit.
We will explain the relevant features of the experience and provide reasonable adjustments where reasonably possible.
You are responsible for considering whether the experience is suitable for you based on the information provided by Urbesc and any advice you have received from an appropriate healthcare professional.
9. Alcohol, drugs and behaviour
Participants must behave safely and respectfully towards Urbesc staff, other customers and the venue.
We will refuse entry or stop an experience where we reasonably believe that a participant:
is excessively intoxicated;
is under the influence of illegal drugs;
is behaving aggressively, abusively or dangerously;
is deliberately damaging property;
is harassing staff or other customers;
repeatedly refuses to follow safety instructions; or
is creating an unacceptable risk to themselves or another person.
Where entry is refused or an experience is stopped because of a participant's behaviour, the booking will not be refunded.
10. Damage
Our rooms are designed to be touched, explored and interacted with as part of the game.
You will not be charged for normal wear and tear caused by playing the game as intended.
You are responsible for deliberate or reckless damage that you cause to Urbesc property, props or equipment.
We reserve the right to recover the reasonable cost of repairing or replacing property deliberately or recklessly damaged by a participant.
11. Game monitoring, CCTV and audio
Urbesc staff monitor games using cameras, audio feeds and our game-control systems.
This monitoring allows staff to operate the experience, follow your progress, provide hints and assistance, and respond to safety concerns.
Staff can see and hear what is happening inside the escape rooms while a game is taking place.
CCTV records video only.
Audio from the escape rooms is not recorded or stored. Staff hear the audio live while supervising the game.
Recorded CCTV footage is normally retained for 30 days.
Signs at the venue inform customers that CCTV and live game monitoring are in operation.
Full details about how we handle personal information are contained in our Privacy Policy.
12. Phones, photography and recording
Photography, video recording, audio recording and livestreaming are not permitted inside our escape rooms unless Urbesc has expressly authorised them.
This protects the experience for future players and protects Urbesc's puzzles, storylines and other creative material.
Where instructed by staff, phones, cameras and recording devices must be stored before entering the room.
You must not publish puzzle solutions, photographs, recordings or other information that would reveal significant parts of an Urbesc experience to future players.
13. Personal belongings
You are responsible for your personal belongings while visiting Urbesc.
Where we provide lockers or another storage area, these are provided for your convenience.
Urbesc is responsible for loss or damage to your belongings where that loss or damage results from our failure to exercise reasonable care. We are not responsible for loss or damage that we could not reasonably have prevented.
14. Game duration
The advertised game time is the maximum normal playing time unless the experience description states otherwise.
Your game ends when:
your team completes the experience;
the allocated game time expires;
your group chooses to leave; or
Urbesc stops the game for safety or behavioural reasons.
Briefings, safety instructions and post-game activities are separate from the advertised playing time unless stated otherwise.
15. Technical problems
Our escape rooms use computers, electronics, sensors, audiovisual equipment and other technology.
If a minor technical problem occurs, our staff will correct the problem, reset the affected element, provide the information needed to continue or otherwise adjust the game so that your experience can continue.
If a significant technical failure means we cannot reasonably provide the experience you booked, we will offer you a replacement booking or an appropriate refund.
16. Changes to an experience
We maintain and develop our experiences over time.
Puzzles, props, effects, room features and story elements can therefore change as we maintain and improve an experience.
These changes do not affect your booking where the overall experience remains substantially as described when you booked.
17. If Urbesc has to cancel
If Urbesc has to cancel your experience and cannot provide the booking as agreed, we will offer you the choice of moving your booking to another available date or receiving a refund of the amount you paid Urbesc for the affected booking.
We are not responsible for separate expenses such as travel, accommodation or parking that you arrange in connection with your visit, except where the law requires otherwise.
18. Our responsibility to you
We provide our services with reasonable care and skill.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
In particular, nothing in these terms excludes or limits our liability for:
death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation; or
rights and remedies that cannot legally be excluded under consumer law.
We are not responsible for losses that were not reasonably foreseeable when the booking was made or for losses caused by circumstances outside our reasonable control, except where the law provides otherwise.
If you are booking as a consumer, your statutory rights are not affected by these terms.
19. Intellectual property
Urbesc's original puzzles, scripts, videos, audio, graphics, software, room designs, branding and other creative materials are protected by intellectual property rights where applicable.
Taking part in an Urbesc experience does not give you permission to copy, reproduce, distribute or commercially exploit that material.
You must not reproduce or commercially use Urbesc's protected material without our permission.
20. Website use
The Urbesc website is provided to give you information about our experiences, allow you to make bookings and provide information about visiting Urbesc.
You must use the website lawfully.
You must not:
attempt to gain unauthorised access to the website, booking system or systems connected to them;
introduce viruses, malicious software or other harmful material;
deliberately interfere with the operation or security of the website;
use automated systems to scrape, copy or extract content from the website without our permission;
use the website for fraudulent or unlawful purposes; or
impersonate another person or deliberately provide false information when making a booking or contacting us.
We can restrict or block access to the website where necessary to protect the website, our systems, our customers or Urbesc from misuse or security threats.
21. Website information
We take reasonable care to keep information on the Urbesc website accurate and up to date.
Information about experiences, availability, opening times, prices and other services can change.
The information shown during the booking process and in your booking confirmation applies to your booking.
Photographs, videos and descriptions are provided to give you a reasonable impression of our experiences. Individual puzzles, props, scenery, effects and other elements can change as rooms are maintained and developed.
If we discover an obvious error in website information that affects a booking, we will contact you as soon as reasonably possible.
22. Website availability
We work to keep the Urbesc website and booking system available and operating correctly.
We do not guarantee uninterrupted website availability.
Access can be temporarily unavailable because of maintenance, updates, technical problems, internet or hosting failures, security issues or circumstances outside our reasonable control.
If you experience a problem making or managing a booking online, contact us at:
23. Website intellectual property
The content of the Urbesc website, including the Urbesc name and branding, text, graphics, photographs, videos, artwork, designs and original written material, belongs to Audibly Visual Entertainment Ltd or is used by us with permission.
You can view and use the website for your own personal, non-commercial purposes.
You must not copy, reproduce, republish, distribute, modify or commercially exploit our website content without our written permission, except where the law allows you to do so.
24. Links to other websites and services
Our website contains links to third-party websites and services where they are required or useful for bookings, payments, maps, social media or other information.
Third-party websites and services operate under their own terms and privacy policies.
Urbesc is not responsible for the content, availability or operation of websites and services that we do not control.
A link from the Urbesc website to another website does not mean that Urbesc endorses everything published on that website.
25. Privacy
We collect and use personal information in accordance with the Urbesc Privacy Policy.
This includes information associated with website use, bookings, player waivers, CCTV, live game monitoring, feedback and customer communications.
Staff can hear live audio from the escape rooms while supervising games. This audio is not recorded or stored. CCTV records video only.
26. Complaints
If there is a problem during your visit, please tell a member of staff as soon as possible. This gives us the opportunity to investigate and, where possible, resolve the problem during your experience.
After your visit, complaints should be sent to:
Please include your booking details and enough information for us to investigate the issue.
27. Changes to these terms
We update these Terms & Conditions when our services, website, booking arrangements or legal requirements change.
The terms that apply to your booking are the terms in force when the booking is made, except where a change is required by law.
Changes relating only to website use take effect when the updated terms are published on the website.
28. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
If you are a consumer, this does not remove any mandatory rights you have regarding where legal proceedings can be brought.
Audibly Visual Entertainment Ltd trading as Urbesc
Company number: 15098415
Email: info@urbesc.uk