Terms and Conditions

Marvo Mysteries Terms and Conditions

By confirming your purchase, you agree to be bound by these terms and conditions.

1. General

1.1. Nothing in these terms and conditions is intended to affect your statutory rights.

1.2. We do not recommend our experiences for children under the age of 12, but leave this to the discretion of the customer. No refunds will be given when requested due to unsuitability of the experience for those under 12.

1.3. Any persons under the age of 16 should be accompanied by a parent or guardian aged 18+. We recommend a 2:1 ratio for any children under the age of 14 due to the complexity of puzzles in the rooms.

1.4. Due to the nature of escape games, customers are not permitted to disclose specific details of the experience to others nor make any details of the experience public.

1.5. Due to the nature of the experience, no recordings are permitted. This includes the use of cameras, mobile phones and any other device capable of recording video and/or audio. Furthermore the use, copy, distribution, public display or creation of any imitative work from Marvo Mysteries is not permitted.

1.6. All trade marks and logos are the property of Marvo Mysteries. You are not permitted to use any of these images without the written consent of Marvo Mysteries and you accept that any such use may constitute an infringement of the proprietor’s rights.

1.7. Our website (marvomysteries.co.uk) is for your personal and non-commercial use. You may not modify, copy, distribute, reproduce, create derivative works from, transfer or sell any information obtained from this website. You are not permitted to link to, or use all, or any part of the website for any purpose which is fraudulent, unlawful, defamatory, harmful, obscene or objectionable.

1.8. The website may contain hyperlinks to third party websites. The operation of those websites is out of our control and we are not responsible for any content found on these websites.

2. Access

2.1. As we are in a town centre, there is no car parking on site and, therefore, we recommend that customers factor this into their travel arrangements.

2.2. Due to the nature of the location, there is no wheelchair access to Marvo Mysteries. If you or any member of your party has a medical problem or disability which may be affected by this, please contact us before booking and we will endeavour to accommodate your party to the best of our abilities. If we are not able to accommodate you, we may not be able to confirm a booking with you. If you book without contacting us regarding the medical problem or disability of one of your team members and later realise the experience is not suitable, the level of refund you receive will be at our discretion.

3. Safety

3.1. While you are on our premises, you must adhere to our rules, adopt proper standards of behaviour, and cooperate with our employees.

3.2. We do not tolerate any form of abuse or bullying towards any staff at Marvo Mysteries.

3.3. Before your experience you will be made aware of the safety rules – we ask that you abide by these. It is then at your own risk that you participate. Marvo Mysteries is not liable for any death, personal injury, loss or damage caused whilst on the premises or any such locations related to Marvo Mysteries except that resulting from our negligence.

3.4. In any event we shall not be held liable or responsible for any loss of personal belongings or personal property, either within the premises or outside of the premises. We recommend that you use the lockers provided to secure any belongings before beginning the experience.

3.5. We reserve the right to refuse customers under the influence of alcohol or drugs entry to the premises and to remove them from the premises if it is believed the influence of such substances may hold a risk to either the player or employees of Marvo Mysteries. No refund will be given in these circumstances.

3.6. Customers are expected to interact with the environment at Marvo Mysteries with care and respect. We reserve the right to terminate the experience if any customer is believed to be acting in a violent way towards or causing damage to the physical environment or props. Marvo Mysteries is entitled to charge customers in any case resulting in any part of the environment or props and premises being damaged, either intentionally, or by irresponsible use.

3.7. Food and drink (except for water) are not allowed on the premises unless otherwise specified.

3.8. In accordance with the Health Act of 2006, there is a strict no smoking rule both inside and within ten metres of premises.

4. Booking

4.1. The purchaser of the tickets must be aged 16 or over.

4.2. Payment is taken upfront and through the Marvo Mysteries website and booking engine, unless otherwise agreed. Bookings are only valid once processed by us and a confirmation email sent.

4.3. We reserve the right to amend our prices at any time.

4.4. Only one offer can be used per booking.

4.5. If any offer is deemed misused then the offer applied to your booking will be removed and payment of balance will be due. Failure to pay the balance may result in booking cancellation.

4.6. If you wish to transfer your experience to the name of another, you must contact Marvo Mysteries in writing (by email), at least 24 hours before the start of the experience.

4.7. There will be no refunds in the circumstance that a lower number of customers attend than was specified when booking. However, if a higher number of players attend than was specified when booking, the price difference must be settled before the experience begins.

4.8. Any special requests must be requested before booking. We will endeavour to meet special requests where possible, but we regret we cannot promise that any requests will be complied with unless we have specifically confirmed this in writing before the booking was confirmed. Special requests are an additional and non-advertised service that may be provided at the discretion of Marvo Mysteries and thus, failure to meet any special request will not be a breach of contract on the part of Marvo Mysteries.

5. Cancellations

5.1. If you choose to cancel your booking after it has been confirmed, you must notify us by email or phone. No refunds will be given for bookings that are cancelled except in extreme circumstances at the discretion of Marvo Mysteries.

5.2. If you wish to reschedule a booking you must inform us at least 48 hours before the date of the experience. If contacted at least 48 hours before the date of the experience, we will endeavour to reschedule your booking, although we cannot guarantee that your preference of date and time will be available. If no appropriate date and time can be found, we reserve the right to cancel the booking. If contacted within 48 hours a rescheduling fee will apply.

5.3. As this is a live event, your experience will run from the time specified at booking whether the entire team is present or not. If late, you will be given the choice to complete your experience for the amount of time remaining but will not be allowed to overrun. No refunds will be given in this circumstance. It is your responsibility to ensure you arrive on time.

5.4. Experiences may not be transferred or resold for commercial purposes or at a premium. If it is believed that an experience has been transferred or resold without the permission of Marvo Mysteries, both the original purchaser and the person claiming the right to attend will be refused admission.

5.5. Very rarely, we may be forced by ‘force majeure’ to change or terminate your booking up until the last minute. If this situation does occur, we will refund the payment made to us when the booking was confirmed, however, we will be unable to pay you compensation or meet any costs or expenses you incur as a result. ‘Force majeure’ means any event which we could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

6. Gift Vouchers

6.1. Gift vouchers can be bought via phone or online and redeemed via our online booking system. They have no cash alternative.

6.2. Gift vouchers are valid for 18 months from date of purchase.

6.3. Gift vouchers are for a specified number of customers. If customers above the number stated on the gift voucher arrive to the experience, they will be asked to pay the difference between the value of the gift voucher and the cost of the experience for the number of customers present.

7. Data

7.1. Marvo Mysteries collects and stores your personal details and is dedicated to ensuring that the privacy of your personal information is protected in accordance with the General Data Protection Regulations (GDPR). Marvo Mysteries does not disclose your personal details to any third parties.

7.2. Marvo Mysteries may contact you from time to time with offers and promotions via email. If you do not wish to be contacted, please use the unsubscribe button at the bottom of any email or inform us and we will remove your email from our database.

8. Photos

8.1. Marvo Mysteries take photos of customers while on the premises. Please inform a member of staff if you do not want your photo taken.

8.2. Marvo Mysteries reserve the right to upload any photos taken to social media pages and to use them in marketing. If you would like a photo removed from social media or from a media platform that we have control of, please contact us and we will endeavour to do so.


You can contact Marvo Mysteries through any of the below methods:

– hello@marvomysteries.co.uk

– 01202 386525