Terms & Conditions

Last updated: August 2026

1. About these terms

These terms govern your use of this website and any bookings for games at Treforest Escape Rooms (“we”, “us”, “our”). By using this website or completing a booking, you agree to these terms and our Privacy Policy, which explains how we handle personal data.

The person making a booking (“the booker”) must accept these terms for themselves and on behalf of everyone in their team. The booker confirms they have authority to do so and is responsible for ensuring all players understand and follow these terms, our FAQs, and any briefing given on arrival.

2. Bookings and payments

Online bookings are made through our booking partner Off The Couch. Prices, availability, and promotions shown at checkout are correct at the time of booking but may change for future bookings. A booking is only confirmed once payment is successfully processed and you receive a confirmation email. If you do not receive confirmation, the booking is not valid. Contact us before travelling.

All games are booked for your team only. You will not be mixed with another group. Live escape rooms and free-roam VR games are separate experiences; please book the game type you intend to play.

3. Offers and promotional codes

Discount codes from our offers page must be entered at online checkout. The discount is applied on arrival when you meet the offer conditions. The online booking total may not change at checkout. Only one code per booking. Where an offer requires ID (student, Blue Light Card, birthday, etc.), valid proof must be shown on arrival or the offer may not apply.

4. Age, supervision and eligibility

Age and supervision rules depend on the game type:

• Live escape rooms (The Heist, The Mine, etc.): players under 12 must have an adult in the room with them.
• VR and free-roam games: suitable for players aged 12 and over.
• All players under 18 must have an adult on site at all times.

Some games have physical elements (for example crawling in The Mine) or intense themes (horror in live or VR games). It is your responsibility to choose a suitable game for your group. Contact us before booking if anyone has mobility concerns, VR sensitivity, epilepsy, or other health questions. See our safety guides on the blog.

We may refuse entry if a player appears intoxicated, unfit to play safely, or unable to follow briefing instructions. No refund will be given in those circumstances.

5. Cancellation, rescheduling and refunds

Our games are live, scheduled events. Staff and rooms are reserved for your team at the time you book. Like most UK escape room venues, we operate a strict policy once a booking is confirmed:

No refunds. Except where the law requires otherwise, or where we cancel your booking (see below), all payments are non-refundable. This includes if you cancel, your group size changes, or you decide not to attend.

Standard rescheduling. If you contact us at least 7 days before your scheduled game, we will try to move your booking to another date or time, subject to availability. This is a courtesy, not a guarantee. Inside that window, rescheduling is not normally available unless we agree otherwise in writing.

Flexible booking add-on. When you book online, you may be able to add an optional flexible booking option at checkout. If you purchase it, you may reschedule that booking once, up to 2 hours before your scheduled start time, subject to availability. The add-on covers rescheduling only. Not refunds. If you do not purchase flexible booking, the standard policy above applies. This matches how many UK escape room venues offer last-minute flexibility as a paid extra.

Cancellation by us (before your game). Occasionally we may need to cancel or postpone a session before it starts (for example serious equipment fault, staff emergency, or circumstances beyond our control). If that happens, we will contact you as soon as we can and offer to reschedule or, where rescheduling is not possible, a refund of the amount you paid for that game. This does not cover other costs you may have incurred (such as travel).

Problems during your game. Our rooms use live props, puzzles, and (for VR) technology that we maintain and test regularly. But like any live attraction, something can occasionally fail mid-session. If it does, your game master will do their best to put it right: resetting equipment, offering a workaround or hint, or extending your time where the schedule allows. If a fault meaningfully affects your experience and we cannot reasonably finish or salvage the game, we will discuss the fairest remedy with you. Which may include playing another room, returning on another date, or a refund of the game fee. Remedies are at our discretion depending on how much of the session was affected.

Full details of cancellation and refunds are in this section. See also our FAQs.

6. Late arrival and no-shows

Please arrive 10–15 minutes before your slot for briefing. Because later groups are booked after you, we may not be able to extend your game or admit you if you arrive late. No refund will be given for late arrival, reduced play time, or if your team does not attend (“no-show”).

7. Group size, conduct and safety

Player numbers must stay within the limits shown when you book. If you bring extra players, any additional payment is due on arrival. We cannot refund if fewer players attend than booked.

You must follow briefing instructions and game master directions. Do not force props, climb on set pieces, or behave in a way that is unsafe, abusive, or damages equipment. We may end a game early if behaviour puts people or property at risk. No refund will be made in those cases.

You take part at your own risk. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud, or any other liability that cannot be excluded under UK law.

8. Gift vouchers

Gift vouchers are sold through our online booking system. Voucher terms (validity period, redemption, and exclusions) are shown at purchase. Vouchers cannot be exchanged for cash except where required by law. See our gift vouchers page for details.

9. Website content

All website text, branding, design, and media are owned by or licensed to Treforest Escape Rooms. You may not copy or reuse content without written permission.

10. Acceptable use

You must not misuse this website, attempt unauthorised access, or interfere with website functionality. We may suspend access where misuse is suspected.

11. Liability

We aim to keep information on this website accurate and services available, but we do not guarantee uninterrupted operation. To the fullest extent permitted by law, we exclude liability for indirect or consequential losses arising from website use. This does not affect your statutory rights as a consumer.

12. Changes to these terms

We may update these terms from time to time. The version on this page applies to bookings made after the “Last updated” date shown above. Material changes affecting existing bookings will not be applied retrospectively without your agreement.

13. Contact

For terms-related queries, contact us at hello@treforestescaperooms.com, call 02920 025838, or write to Treforest Escape Rooms, Unit 29, Main Avenue, Treforest Industrial Estate, Pontypridd CF37 5UR.