Immersion Escape Rooms Terms & Conditions

Booking Terms and Conditions

1. Introduction

Welcome to Immersion Escape Rooms, operated by Hallmark AV Ltd. These Terms and Conditions govern all bookings and participation in our escape room experiences. By making a booking, you are taking responsibility for all your team members and agreeing that your team will abide by these terms. Please read them carefully before booking.

2. Booking and Payments

All bookings must be made through our official website, by phone or in person.
Full payment is required before the booking takes place.
Payments can be made via credit card, debit card, or other accepted methods as indicated on our booking platform. Unfortunately, we do not accept cash.
Once a booking is confirmed, it cannot be rescheduled or refunded except under the conditions outlined in Section 4 (Cancellations and Rescheduling).
Special offers and discounts cannot be combined unless explicitly stated.

3. Age and Participation Requirements

Participants must be at least 8 years old.
Any participant under 18 must be accompanied by an adult (over 18 years old) who is responsible for them while onsite.
The maximum and minimum number of participants per room is stated on our website at the time of booking.
Participants should arrive 15 minutes before the scheduled start time.
Late arrivals may result in reduced playtime or forfeiture of the booking without a refund. There is a grace period of 10 minutes.

4. Cancellations and Rescheduling

Full Refund: Cancellations made more than 14 days before the booked session.
50% Refund: Cancellations made between 7 and 14 days before the booked session.
No Refund: Cancellations made less than 7 days before the booked session.
To reschedule your booking, please contact us at least 7 days in advance of the booked session. Rescheduling is subject to availability.
Rescheduling requests made within 7 days of the booked session will incur a 25% fee.
Immersion Escape Rooms reserves the right to cancel a session due to unforeseen circumstances (e.g. technical issues, safety concerns). In such cases, participants will be offered a rescheduled session or a full refund. If you need to cancel due to health concerns, please contact us as soon as possible.

4.1 Arrival & Lateness Policy

Please arrive promptly at your confirmed booking time. We have already calculated the time for your briefing and introduction into your slot. You do not need to arrive earlier than your stated time, but you must not be late.

Because we operate a live, back-to-back schedule, we cannot delay the start of your game without impacting the teams booked after you. To ensure fairness to all customers:

Strict Time Slots: Your 60-minute game timer is tied to your scheduled slot. If you arrive late, your game time will be reduced to ensure the room is vacated and reset on time for the next booking.
The “Hard Stop”: The game must end at the scheduled finish time. If your time was reduced due to lateness, the game will end when the allotted time expires, regardless of your progress.
No Refunds: We do not offer refunds, partial refunds, or rescheduling for time lost due to lateness.
Right of Refusal: If your party arrives significantly late (more than 20 minutes), we reserve the right to refuse entry entirely to preserve the schedule. In this instance, the booking is treated as a “No Show” and no refund will be given.

5. Health and Safety

Our rooms include features such as smoke machines, flashing lights, sound effects and dark environments as detailed below. These may not be suitable for individuals with certain health conditions such as epilepsy, respiratory issues, or severe anxiety. It is the participant’s responsibility to disclose any relevant health conditions to Immersion Escape Rooms before participating.
- DETONATE: Dark environment and Loud noises.
- PORTAL: Smoke machine, Dark environments and Loud noises
- ECHO: Dark environments, Loud Noises, Jump Scares and Flashing Light Effects
Participants must follow all safety instructions provided by Immersion Escape Rooms staff.
Failure to comply may result in removal from the premises without a refund.
Due to the building’s restrictions, rooms are not currently accessible by wheelchair as they are located on the upper floor without lift access. We are working on a solution. Please keep an eye on our website and social media for updates on accessibility.
Each room will have a ‚Push to Exit button in case of emergencies, that will always provide an immediate exit from the escape room.

6. Participant Conduct

Participants are expected to behave respectfully towards staff, other participants, and the property.
Immersion Escape Rooms reserves the right to refuse entry or remove individuals who display aggressive, abusive, or destructive behaviour or signs of drink or drug influence.
Participants must not use force to solve puzzles, as this can damage the equipment and props. These challenges are about brains rather than brawn.
Any damage caused to the property or escape room equipment or props by members of your team will be charged to the individual responsible at the cost of repair or replacement.

7. Liability

Immersion Escape Rooms and Hallmark AV Ltd are not liable for any injuries, damages, or losses incurred during participation unless caused by the gross negligence or wilful misconduct of our staff.
Personal belongings brought into the premises are at the team members’ own risk. However, you are more than welcome to take any personal items into the rooms with you.

8. Privacy Policy

In accordance with the Data (Use and Access) Act 2025:

Usage: Personal data collected during booking is used solely to manage your visit and comply with HMRC tax requirements (6-year retention).
Surveillance: We utilise continuous video and audio monitoring in game rooms for safety, security, and game facilitation (hints).
Remote Oversight: You consent to authorised Data Officers accessing secure, encrypted live feeds from off-site for operational oversight.
Retention: All recordings are automatically deleted after 30 days.

9. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
Any disputes arising from these terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Changes to Terms and Conditions

Immersion Escape Rooms reserves the right to update or modify these Terms and Conditions at any time without prior notice.
The most current version will always be available on our website.

11. Contact Information

For any questions regarding these Terms and Conditions, please contact us at:

privacy@hallmarkav.comm

Immersion Escape Rooms
11 Market Square
Alton
Hampshire
GU34 1HD