TERMS AND CONDITIONS
Definitions:
'The Company', 'Hounds', 'our', 'we' or 'us' shall mean Hounds Immersive Ltd
'Employee', 'Cast' or 'Crew' shall mean any employee or persons working on behalf of the company.
'Client' or 'Purchaser' shall be the person whose name appears in the booking details.
'Player(s)', 'Attendee(s)' 'Participant(s)' or 'Guest(s)' shall mean a member of the client/purchaser's party.
1. CHARGES/PAYMENTS
1.1 Charges shown are in Pounds Sterling, including taxes.
1.2 Other services not included in the initial booking charge may be invoiced to the purchaser in addition to the booking charge.
1.3 We reserve the right to adjust booking fees and any other fees at any time and without prior notice.
1.4 Once a transaction is complete, admin and transaction fees from the Company's ticket provider, payment gateway supplier and internal admin fees will have been included in the transaction total. The fees of 2.5% + 25pence are non-refundable under any circumstances.
1.5 Transactions more than 12 months old cannot be refunded under any circumstances. The company will endeavour to reimburse any due value in the form of credit/voucher instead, but makes no commitment or guarantee of such.
2. BOOKINGS
2.1 Bookings are processed in real time and the purchaser's credit/debit card will be immediately debited.
2.2 Bookings are subject to availability and are not finalised until receipt of a confirmation from Hounds specifying a unique Booking ID Number, date and time of booking which permits admittance to a Hounds Experience.
2.3 It is the clients responsibility to ensure all booking details are correct.
2.4 Bookings may not be transferred or resold for commercial purposes or at a premium. If a booking is transferred or resold in breach of this condition, the bearer of the booking or the person claiming the right to attend the event will be refused admission.
3. GIFT VOUCHERS
Gift Vouchers will expire 12 months after date of purchase unless otherwise stated and are non refundable.
Gift Vouchers are valid for all public dates/times available online (excluding special events.)
Gift Vouchers can be exchanged for tickets and add-ons by processing your order via our website but cannot be used against on-site purchases.
Gift Vouchers are treated as cash until exchanged for tickets and can only be redeemed to the value of the voucher. Lost or stolen vouchers cannot be replaced.
Gift Vouchers can not be retrospectively applied to any online purchase.
4. AGE RESTRICTIONS / CHILD BEHAVIOR
Hounds is not suitable for babies and toddlers and therefore are not permitted.
Children under 8 years old are not permitted to enter any Hounds Mission
Children aged between 8 and 15 years old must have an accompanying paying adult aged 18 or over participating in all experiences with them.
Age restrictions for individual experiences may differ. It is the customers responsibility to check the relevant information.
Children must behave at all times. Children accompanying adults must be supervised at all times, must never be left alone at any time and are not permitted to wander around the venue alone. Any child/children not kept under control will be asked to leave along with their accompanying adult. No refunds will be due. The accompanying adult of any child causing damage to The Companies property, howsoever caused, will be liable for all costs of repair/cleaning and any subsequent loss of business. No consideration will be made for any claims against the Company for injury or any other resulting losses.
5. METHOD AND SECURITY OF PAYMENT
Hounds entrusts its payment system to a specialist in online payment security.
6. PERSONAL DATA
6.1 In making a booking the Purchaser consents to the use of personal data necessary to process the booking.
6.2 Hounds does not retain any customer credit card information.
6.3 Hounds undertakes not to divulge information to third parties except upon request by a judicial authority or other administrative authority empowered by law to request the communication of this information.
7. INTERNAL REGULATIONS AT HOUNDS
7.1 The Purchaser accepts and consents to the use of CCTV cameras within our venue for experience management, security and safety.
7.2 The nature, order and arrangement of any Hounds experience is at the discretion of Hounds, including any modification to the purchased experiences.
7.3 BELONGINGS/PROPERTY: Every effort is made to ensure against damage to or loss of property of the Purchaser or any member of their party but the Company will not be responsible for any loss or damage howsoever caused. Items of value and luggage should not be brought in to the Hounds Venue.
8. LINKS TO OTHER WEBSITES
Our Service may contain links to third-party web sites or services that are not owned or controlled by Hounds. Hounds has no control over, and assumes no responsibility for the content, privacy policies or practices of any third party web sites or services. You further acknowledge and agree that the Company 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.
9. TERMINATION
We may terminate or suspend your access to our venue immediately, without prior notice or liability for any reason whatsoever, including without limitation any breach of our Terms. Upon termination, your right to use the Service will immediately cease. These terms and conditions will remain applicable.
10. COPYRIGHT
10.1 Design, text and images within this website and Hounds social media accounts is protected by the Copyright Act 1998
10.2 Design, text and images within the Hounds venue is protected by the Copyright Act 1998
11. FORCE MAJEURE
Hounds experiences are subject to a programme of on-going maintenance but we do not guarantee their performance.
In the event that the service is interrupted or cannot be fulfilled, refunds will be at our discretion and limited to monies received.
In the unlikely event that we cannot fulfil a booking due to conditions beyond our reasonable control, such as, but not limited to, technical failure, adverse weather conditions, major traffic delays, mechanical breakdown, illness or client delays, any refunds will be at our discretion and limited to monies received. Hounds does not accept any responsibility for the resulting costs of any related travel, accommodation or other charges incurred around your visit. Your statutory rights are not affected.
12. CANCELLATIONS/RESCHEDULING
12.1 Non-refundable tickets
Hounds experiences are live, ticketed events provided on a specific date and at a specific time. All ticket sales are final and, subject to the customer’s statutory rights, payments are non-refundable.
12.2 Rescheduling with more than 24 hours’ notice
A purchaser may request to move their booking to another available date and time, provided Hounds receives the request more than 24 hours before the original scheduled start time.
All rescheduling requests:
a. must be made in writing by email to **[contact@houndsescape.co.uk](mailto:contact@houndsescape.co.uk)**;
b. must include the relevant booking reference number;
c. must be made by the person named on the booking; and
d. are subject to availability.
A booking may only be rescheduled in full. Individual participant tickets or individual sessions within a booking cannot be cancelled, refunded or moved separately.
12.3 Cancellations and changes with 24 hours’ notice or less
If a cancellation or rescheduling request is received 24 hours or less before the scheduled start time, the booking cannot be refunded, rescheduled or exchanged for a voucher.
This applies regardless of the reason for the cancellation or the inability of any participant to attend. As Hounds experiences are delivered by a dedicated cast, arrangements are made in advance for each booking.
12.4 Bookings paid for using gift vouchers
Bookings made wholly or partly using a gift voucher are subject to the same cancellation and rescheduling terms. A gift voucher will not be reinstated, extended or replaced where a booking is cancelled or missed, or where a rescheduling request is received 24 hours or less before the scheduled start time.
12.5 Corporate bookings and deposits
Unless otherwise agreed by Hounds in writing before payment is made, corporate bookings, group bookings and bookings for which a deposit has been paid are subject to the same cancellation and rescheduling terms.
All deposits are non-refundable, subject to the customer’s statutory rights.
12.6 Cancellation or material change by Hounds
If Hounds cancels an experience or makes a material change that prevents the booked experience from being provided, the purchaser will be offered the remedies to which they are entitled by law. Nothing in these terms excludes or limits a customer’s statutory rights.
12.7 Associated expenses
Hounds is not responsible for travel, accommodation or other expenses incurred in connection with a visit, except where liability cannot lawfully be excluded.
13. ARRIVAL TIME/LATENESS/NO SHOW
Participants must arrive at the time shown on their booking. Orientation is mandatory before admission to any Hounds experience. Hounds Experiences are live ticketed events and due to the nature of the experiences cannot be shortened or postponed. Entire groups or individuals arriving late (No Show) will not be admitted and those tickets will be cancelled. Cancelled tickets are non refundable and non transferable.
14. BEHAVIOUR
14.1 All visitors to our premises must conform to our codes and regulations, adopt proper standards of behavior towards all other patrons and cooperate with our employees having security responsibilities.
14.2 Hounds does not tolerate any kind of bullying, harassment or bad language towards its employees, cast or crew team.
14.3 The company is entitled to charge customers for acts of vandalism or misuse related damage within all parts of the Hounds venue and , Experiences.
15. DISCOUNTED RATES / SPECIAL OFFERS
15.1 Additional terms and conditions may apply and will be clearly displayed alongside the offer.
15.2 Discount codes cannot be applied retrospectively once payment has been made.
15.3 Changes to bookings made utilizing any special offers may forfeit any discounted rates, and revert to rates in force at the time the changes are made. Any shortfall must be paid immediately and tickets are not confirmed until balance is paid.
15.4 No special offers or rates are indefinite and the company may withdraw any offers at any time without warning or reason.
15.5 Transactions made using a discount code may have the promotion removed if the terms and conditions for the use of that discount code are not met. Any shortfall must be paid immediately and tickets are not confirmed until balance is paid.
15.6 Hounds cannot be responsible for any promotions advertised on third party websites and the terms (or absence of terms) displayed.
15.7 It is the customer's responsibility to be aware of the specific terms and conditions relevant to any promotion used in a transaction.
16. ONLINE REVIEWS
Malicious or untrue events posted online on social media or review websites are discouraged. To malign our reputation through any medium is inappropriate and will give rise to an action by Hounds against the individual.
17. DISPLAYING OF PHOTOGRAPHS
17.1 From time to time, staff members may take photos of the purchaser or their party that may be used on our website, social media and print media. The Client grants permission for these to be displayed unless we are advised prior to, or during the booking that the Client or their party does not wish this.
17.2 The company cannot guarantee that our experiences will be as displayed in any photographs.
18. CHANGES
We reserve the right to revise or replace these Terms & Conditions at any time. If a revision is material the Company will endeavor to provide 30 days Notice of 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.
These Terms and Conditions were last updated: 03/08/2026