Terms & Conditions - Screamworks

Last updated: 12 November 2024

For the sale of tickets, gift vouchers, admittance, merchandise, space hire and pre-ordered food and beverage at a ScreamWorks event.

All Tickets are sold subject to availability and to these terms and conditions. These terms and conditions should be read prior to purchase, as purchasing a Ticket constitutes acceptance of these terms and conditions.

To assist in ensuring your safety and for legitimate business interests, CCTV is in operation throughout the Attraction. This footage may be used for security, training, and promotional purposes, including public marketing content (e.g. social media, advertising, and promotional videos), in accordance with our Privacy Policy.

ScreamWorks reserves the right to refuse entry or remove any Customer from the Attraction for any reason, without a refund or readmittance. We operate a zero tolerance policy on harassment. Customers must not, under any circumstances, touch or talk to any of the staff, servers or performers in an inappropriate manner. Management retains absolute discretion to decide what is ‘inappropriate’.

If you have access needs, please let our box office know via info@screamworks.co.uk BEFORE attending a ScreamWorks event.

1. Definitions

1.1 ‘Ticket’ means any item, tangible, or intangible, which confers the right to attend the experience

1.2 ‘Customer’ includes both the person who purchased, or intends to purchase, Tickets, a gift voucher, merchandise, and pre-ordered food and beverage those within their party who are attending the Event, each of whom must possess a valid Ticket.

1.3 ‘Attraction’ means any location where the Experience is being held and representatives of this location including but not limited to the management, security, front of house and box office teams.

1.4 ‘Experience’ means any entertainment Experience or performance occurring at the Attraction in respect of which Tickets are sold.

1.5 ‘Promoter’ means the entity which is staging/producing the Event, which may be different to the Attraction.

1.6 ‘E-ticket’ means the delivery method by which PDF Tickets are emailed to the Customer.

1.7 ‘Private Booking’ refers to any booking in which an entire timeslot or experience is reserved exclusively for a single party, such that no other members of the public are admitted to the same experience.

2. Tickets & Admittance

2.1 A valid Ticket must be produced by each Customer to gain entrance to any Experience. The Ticket must be retained by the Customer whilst in the Attraction and be made available for inspection if requested by the Attraction staff. Failure to produce a valid Ticket may result in a customer being removed from the Attraction.

2.2 It is the Customer’s responsibility to check all the details on their Tickets. ScreamWorks will make reasonable endeavours to correct mistakes if brought to the attention of the Attraction’s Box Office team prior to the Experience for which the Ticket is valid. However, it may not always be possible to correct mistakes.

2.3 In certain circumstances, an Experience may need to be cancelled. The Attraction will endeavour to contact all Customers in this event. However, please note that it is the Customer’s responsibility to ascertain whether an Experience has been cancelled or rescheduled. In the event of a cancellation, ScreamWorks will not be responsible for costs for accommodation, travel or subsistence.

3. Conditions of Admission

3.1 ScreamWorks reserves the right to refuse admission to a Customer, or to eject them from the Attraction at any point, if in Management’s reasonable opinion the Customer: is acting in a threatening or aggressive manner; uses threatening, abusive or insulting language; appears to be under the influence of alcohol and/or drugs; may be a risk to the safety of Attraction staff, performers or other visitors; may detract from the enjoyment of other Customers; fails, when required, to produce proof of identity, age or entitlement to a third party Ticket; fails to comply with instructions given by the Attraction’s staff; or is found to be in breach of these terms and conditions or statutory law. No refunds will be given to Customers who are refused entry or ejected due to their behaviour as suggested in, but not limited to, the examples shown above.

3.2 Before the event you will receive an email from us with the subject line “Important information about your upcoming booking…” (or similar). This email will specify exactly when we expect you to arrive. This arrival time will include an appropriate amount of time to get you checked in before the event, so that your group can start your experience at the advertised start time and enjoy the full duration you have paid for. This email will also specify a cut-off time, after which point you will be treated as a ‘no show’ and will not be granted admission to the experience. If you spot an error in this email, for example if the start time is not the same as the time you booked or the email asks you to arrive more than 10 minutes before the start time of your experience, then please do not act on this email and instead email info@screamworks.co.uk to seek clarification. ScreamWorks will not be responsible for costs for accommodation, travel or subsistence.

3.3 If you leave the venue before the end of the Experience, you will not be permitted to re-enter the Attraction and you will not be entitled to a refund, credit, or rescheduling.

Certain ScreamWorks Experiences may present participants with decisions that influence how the narrative unfolds — including the option to leave the Experience voluntarily. If your group chooses to exit the Attraction during one of these moments (e.g., by declining to investigate a secret area or by simply walking out), this will be interpreted as your group concluding the Experience of your own volition.

For artistic reasons, our team will never break character or the fourth wall to intervene, confirm, or redirect you during such moments. It is your responsibility to fully engage with the Experience in order to access all content. No refunds, credits, or re-admittance will be offered to customers who choose to exit early or who misunderstand the narrative progression.

3.4 ScreamWorks reserves the right to conduct security searches and confiscate any item which, in the reasonable opinion of the Attraction staff, may cause danger or disruption to the Experience or other Customers, or which the performers or their representatives have specifically requested are prohibited.

3.5 Stroboscopic lighting is used in all ScreamWorks Experiences. Customers with medical conditions that may be affected by such lighting must notify us by email at least 72 hours before their scheduled booking. On arrival, they must also inform a member of staff or look directly at one of our CCTV cameras and clearly state that strobe lighting is a problem before the Experience begins. Failure to follow this procedure means we may not be able to accommodate your needs, and refunds will not be provided.

3.6 Open House – our immersive escape room experience – has two variations; a 60-minute variation and a 90-minute variation. The 60-minute variation is suitable for persons aged 13+, but any guest under the age of 18 years must be accompanied by a responsible adult. The 90-minute variation is suitable for persons aged 18+ only.

3.7 Pets or animals of any nature are expressly prohibited in the Attraction (including guide dogs, hearing dogs and registered assistance dogs, for which advance permission is required) without the express prior permission of the Attraction. Customers attending the Attraction with a guide dog, hearing dog or registered assistance dog are advised to contact our Box Office ahead of their ticket date, info@screamworks.co.uk.

3.8 Please note that all ScreamWorks experiences may involve stressful moments, flashing lights, loud noises and jump scares. You will be required to consent to a waiver upon arrival and supply your full name, email address and mobile number.

3.9 Smoking and vaping is strictly prohibited in the Attraction.

3.10 Customers aged 13–17 may attend specific experiences (as advertised), but must be accompanied by a responsible adult. By attending, the accompanying adult confirms that they have authority to consent on the minor’s behalf to the collection and processing of their personal data, including any video recordings, in line with our Privacy Policy. We do not knowingly collect data from children under 13, and any such data will be deleted upon discovery.

3.11 ScreamWorks is an immersive experience designed to maintain a continuous fictional narrative. If any member of your group uses the designated safe word or safe action — or directly requests assistance in a manner that management reasonably considers equivalent to invoking a safe word — the experience will immediately end for the entire group.

The health and safety of our customers is always our paramount concern. If we are required to break the fourth wall to respond to such a request, the immersion is necessarily broken and we are unable to deliver the remainder of the service as advertised. In such cases, the performance will not resume, and no refunds or credits will be issued.

“Breaking the fourth wall” refers to any situation where performers or staff are required to step out of character or interrupt the immersive environment in order to address a real-world issue directly with guests. This includes responding to emergencies, safe words, safe actions, or direct pleas for assistance which require intervention beyond the scripted or designed experience.

3.12 Customers must check in within the designated check-in window specified in their pre-event email. Failure to check in during this window will result in the customer being refused entry to the experience. In such cases, no refund, rescheduling, or store credit will be provided.

3.13 Only bona fide ticket holders intending to participate in the Experience as advertised are permitted entry into the Attraction. By purchasing or using a ticket, you confirm that you are attending for personal enjoyment and not for investigatory, journalistic, commercial, or competitive purposes. ScreamWorks reserves the right to refuse admission or eject any individual who is reasonably suspected of entering under false pretences or misrepresenting their intent. No refund or compensation will be given in such cases.

3.14 Customers attending events that require age verification must bring original, physical identification documents. Digital copies or photos of IDs (including photographs of passports or driving licences) will not be accepted under any circumstances. We may use third-party providers such as Veriff to assist with remote age verification.

Failure to present valid identification that meets the above criteria will result in that individual being refused entry to the Experience. If this causes substantial delays that affect the check-in or start time of the group, the entire group may be refused entry. No refunds or store credits will be given in such circumstances.

4. Ticket cancellations, exchanges & refunds

4.1 Tickets are non-refundable.

4.2 For public experiences with a minimum attendance requirement, if attendance is insufficient, visitors may be rescheduled to a later time. We will make every effort to notify customers in advance, but alternative arrangements may be provided upon arrival if necessary. This does not apply to private bookings, which will be cancelled without refund if minimum attendance numbers (usually 2) are not met.

4.3 If an Experience is cancelled by ScreamWorks, customers will receive a voucher for the full purchase amount, redeemable for any available future Experience within 12 months. If the customer is unable to attend a future Experience, a full refund, including any booking fees, will be provided.

4.4 Refunds, other than store credits, will be issued only to the original purchaser and, where possible, by the original payment method.

4.5 ScreamWorks reserves the right to cancel Tickets suspected of fraud, resale, or exceeding purchase limits. Purchase limits if any will be clearly stated at booking.

4.6 Event-specific terms, including arrival windows, will be detailed in the event description and/or confirmation email. Due to the immersive nature of our Experiences, late arrivals beyond the designated window cannot be admitted and will not receive a refund. For group bookings, if some members of the group arrive within the window while others do not, those who arrive on time will be permitted entry, provided the minimum attendance level is met (typically two persons).

4.7 For group bookings of 14 or more tickets, ScreamWorks offers a limited refund policy to accommodate minor changes in group size.

If the Customer notifies ScreamWorks by email at least 72 hours before the event start time that fewer people will be attending than originally booked, we will issue a refund for up to 10% of the total number of tickets purchased, rounded up to the nearest whole ticket.

Example: If 18 tickets are purchased and the customer notifies us in time that only 13 guests will attend, ScreamWorks will refund 2 tickets (10% of 18 = 1.8, rounded up to 2 tickets). The refund will only apply if this shortfall is communicated in writing within the required timeframe.

Refunds under this policy are issued to the original purchaser, by store credit or using the original payment method where possible.

4.8 Due to the highly immersive nature of our Experiences, all attendees must have valid tickets. Additional tickets cannot be purchased on-site, and any guests arriving without valid tickets will not be admitted.

For private bookings only: If the number of persons entering the venue exceeds the number of tickets sold, and this requires ScreamWorks staff to break the fourth wall to investigate, the entire booking will be cancelled without refund. Unauthorised attendance compromises both the integrity of the Experience and the safety, security, and enjoyment of all participants.

4.9 ScreamWorks will offer one free ticket exchange per customer, provided the request is submitted by email at least 72 hours before the scheduled start time of the original booking. In such cases, the original booking will be cancelled and a store credit will be issued for the full value of the original order. This store credit will be valid for 12 months and it is the customer’s responsibility to redeem it against an alternative booking.

For any subsequent exchange requests, an administrative fee of £10.00 will apply. These requests must also be made by email and at least 72 hours before the scheduled start time. Store credit for subsequent exchanges will only be issued once the administrative fee has been paid in full. If the fee remains unpaid for more than 12 months from the date of the original booking, the booking will be cancelled and no store credit will be issued.

Store credits are non-refundable, cannot be exchanged for cash, and there is no guarantee that the value of the store credit will cover the cost of an equivalent number of tickets to future events, particularly if ticket prices increase.

5. Ticket Prices

5.1 Ticket prices are subject to change. ScreamWorks reserves the right to change the prices of Tickets and/or introduce discounts/special offers which cannot be retrospectively applied to Tickets already purchased.

5.2 All discounts/special offers are offered subject to availability and therefore Tickets may not be always available at all advertised prices.

6. Gifts

Where a ticket type is advertised as granting the bearer a gift from ScreamWorks, this will either be handed to you at the event or mailed to you in the post within 21 days after the conclusion of the event. For VAT purposes, the gross price of admission to the event will be deemed to be the total price paid per ticket, minus the RRP of the gift (inc. VAT where applicable).

7. Escape Room “Insurance”

Escape Room Insurance is not presently available for Open House.

8. Chargeback requests

If you initiate a chargeback with your card provider, and we can demonstrate that the services were provided in accordance with our Terms and Conditions, we reserve the right to recover from you any associated fees incurred by us as a result of the dispute (e.g. those charged by our payment processor). In cases where a chargeback is upheld and results in the reversal of funds, we also reserve the right to pursue recovery of the full amount owed to us, where we are legally entitled to do so.

9. Media Consent and Group Access to Event Footage

Group footage from ScreamWorks events may be made available online via a secure portal as a goodwill gesture. This is only possible if all attending members of the group complete check-in and provide consent to share media content. If any member declines consent, access to the group’s footage will be restricted. This is an automated system and retrospective access or manual searches cannot be provided. By checking in, each guest acknowledges and accepts these terms.

TERMS & CONDITIONS (USE OF WEBSITE)

Last updated: 4 August 2024

Please read these Terms and Conditions (“Terms”, “Terms and Conditions”) carefully before using the screamworks.co.uk or .london website(s) (the “Service”) operated by 52 Events Ltd, trading as ScreamWorks (“us”, “we”, or “our”).

Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the Service.

By accessing or using the Service you agree to be bound by these Terms. If you disagree with any part of the terms then you may not access the Service.

LINKS TO OTHER WEB SITES

Our Service may contain links to third-party web sites or services that are not owned or controlled by ScreamWorks.

ScreamWorks has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party websites or services. You further acknowledge and agree that ScreamWorks shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on or through any such web sites or services.

We strongly advise you to read the terms and conditions and privacy policies of any third-party web sites or services that you visit.

TERMINATION

We may terminate or suspend your access immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms.

Upon termination, your right to use the Service will immediately cease.

All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.

GOVERNING LAW

These Terms shall be governed and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions.

Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights. If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect. These Terms constitute the entire agreement between us regarding our Service, and supersede and replace any prior agreements we might have between us regarding the Service.

CHANGES

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material we will try to provide at least 30 days notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

By continuing to access or use our Service after those revisions become effective, you agree to be bound by the revised terms. If you do not agree to the new terms, you must stop using the service.

Please refer to our Privacy Policy and Cookies Policy. You agree that they constitute part of these terms. You must read our Privacy Policy and Cookies Policy before you use the Service.

If you have any questions about these Terms, please contact us at info@screamworks.co.uk.