Terms of Play

By making a booking or using our facilities it is deemed that you understand and accept on behalf of your group/party the terms of service for our website and the terms of play detailed below. In addition, before commencing any mystery room experience all participants will be required to sign an accident waiver and release of liability.

If you do not understand any of these terms please contact us before booking. Nonadherence to our terms may result in the termination of your experience without refund and will make you liable for any damage or loss.


We take the health and safety of our players and our team very seriously; we will take all reasonable steps to reduce the potential for exposure to Covid19 at our venue including cleaning, disinfecting, and sanitising rooms between sessions. To assist us in ensuring a high standard of control all players must:

  • Not attend if you, or any one within your party is exhibiting Covid like symptoms and has not had a negative covid test within 12 hours of the booking time.
  • Agree to use hand sanitiser when entering and exiting the experience.
  • Maintain 1.5m distance from our team members, and other groups within our venue.

Age requirement

No person under 7 years of age will be permitted entry to our venue.

Players under 16 years must be accompanied by at least one 16+ playing participant. A liability waiver will need to be completed by an appropriate parent/guardian for any person under 18.

Booking terms

MAKE SURE YOU’RE ON TIME – Your experience will commence at the booked time, if you arrive late (up to 30 minutes) you will be permitted to play for the time remaining. If you arrive after 30 minutes your remaining time will be forfeit, no refund will be given.

RESCHEDULE EARLY IF NEEDED – You can reschedule your experience up to 48 hours prior to your booked time. This can be completed through our website. Changes can not be made to bookings within 48 hours of the scheduled time.

THERE ARE NO REFUNDS – We do not offer refunds where one or more of your members does not show up for the booked experience. Non-adherence to our terms, or a refusal of entry will be deemed to be a cancellation and no refund will be provided. Details of our refund policy can be found here.

Participation terms

DON’T FORCE IT – you understand that the mystery room experience is an amusement service and intended to be an intellectual challenge for your entertainment and not to test physical abilities in anyway. You may interact with and explore the environment, but the experience does not involve any physical challenges. No activity requires excessive force or physical activity that may cause damage or harm to people or property.

LOOK AFTER THE SPACE – you accept liability for the cost of any damage to the facility caused by your party, this can include damaging, misplacing or modifying items (e.g. passwords on padlocks) or damage caused by you to another person’s property. Urban Mysteries are not responsible for damage to your property.

NO SPOILERS – Without the permission of Urban Mysteries you agree not to disclose any videos, photos or any other business or technical information, for example information on puzzles, solutions, game flow or elements revealed to you during your experience.

NO COPYING – You agree not to use, copy, reproduce, modify, adapt, translate, create derivative works, publish, transfer, distribute, or sell information Urban Mysteries considers confidential.

CONDITIONS OF ENTRY – Urban Mysteries reserves the right to refuse entry to any person. You will not be able to participate in the experience if you are under the influence of drugs or alcohol or act aggressively toward our team.

LOOK AFTER YOURSELF – if you are in poor health or impaired by a medical condition that could be worsened using the facilities you will not be allowed to participate as a matter of precaution. You are responsible for your own well-being and should consult a medical professional before participating if you have any concerns.

SPECIAL EFFECTS – Low lighting, sound and smoke effects may be used during your experience. No actors or jump scares are used within our mysteries.

SAFETY FIRST – In the event of personal injury you authorise Urban Mysteries to take all reasonable steps to manage the incident, and you agree to cover any costs of emergency medical treatment and ambulance transport.

ALWAYS WATCHING – You give Urban Mysteries consent to use video and audio surveillance to assist with your experience, and claim if necessary for damages caused to the property or the facilities. You can view the full details of our privacy policy here.

PHOTOS – At the end of your experience you will be given the option of having a team photo taken. These images will be available to you at no cost. You authorise Urban Mysteries to use these photos for promotional purpose, for example uploading to social media websites.

FOOD AND DRINK – Food or drink must not be consumed whilst engaging in the experience, excluding bottled drinks – which must remain closed and in the room storage area unless being consumed, or unless provided by Urban Mysteries as part of an event package.

EMERGENCY – The entry to your experience will remain unlocked for the duration of your experience, you may exit the room at any time.

PERSONAL ITEMS – You may keep your personal belongings with you in our rooms. Urban Mysteries hold no responsibility for your items and any loss or damage to said items is at your own risk. No dangerous items, sharp objects, lighters or matches are permitted into our facility.

INDEMNITY – Urban Mysteries, its employees, directors and agents are not liable to you, your dependents, or your legal representatives for personal injury suffered by you due to the amusement game services and facilities not being supplied with due care and skill or not being reasonably fit for their purpose or because of negligence, breach of contract, statute or statutory duty by Urban Mysteries. Subject to the above you accept all risks and hereby waive the right to sue Urban Mysteries, and you release, discharge, and indemnify Urban Mysteries, its employees, directors and agents from any claim, action, demand or proceeding which may be made by you or on your behalf or by other parties for, or in respect of, or arising out of any injuries, loss, or damage caused as a consequence of your attendance at Urban Mysteries or by the use of our amusement game facilities.

Terms of purchase for Gift Vouchers

  • All gift vouchers will be valid for three years from the date of purchase
  • Vouchers have no cash value and can not be redeemed for cash or credit
  • Gift vouchers can only be used for entry to our mystery room experiences (unless otherwise specified)
  • Vouchers supplied as part of a promotion (giveaway, prize, etc) shall only be valid for 12 months, refer to the expiry on the voucher.

Contact us

If you would like to discuss any of our terms prior to booking with us please contact us at frontdesk@urbanmysteries.co