Location:
20-30 Derby Road,
Bootle, Liverpool,
L20 8EG

Terms and Conditions

1. Arrival and Start Time Policy

 

This experience operates on a strict schedule and cannot be delayed.

Required arrival time

• All teams are required to arrive at least 5 minutes before the scheduled start time to allow for check-in, waiver completion, securing personal belongings, and the mandatory safety briefing.

• It is the booking holder’s responsibility to ensure all players arrive on time. Late arrival for any reason, including traffic, parking, or transport delays, does not exempt the booking from these policies.

• Calling ahead does not extend or override these cut-offs.

• Staff cannot delay sessions or make exceptions.
   

Check-in cut-off and refused entry

• Check-in closes strictly 5 minutes after the scheduled start time.

• At least the minimum required number of players must have arrived and completed check-in before this cut-off.

• If the minimum required number of players has not checked in before check-in closes, the session will be cancelled automatically with no refund or reschedule.

• If the minimum required players have checked in before the cut-off, the game will proceed with those present.

• Any players who arrive after check-in has closed will be refused entry and will not be permitted inside the venue or allowed to join the experience under any circumstances.

• This applies to all players, including the person who made the booking.

• No refunds, reschedules, or extensions will be offered for players refused entry due to late arrival.

• Staff cannot override or extend the check-in cut-off.

The check-in cut-off is absolute and applies regardless of circumstance, including travel delays, personal circumstances, or prior communication with staff.

Arrival at the venue after the check-in cut-off constitutes non-attendance.

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Final operational start cut-off (readiness requirement)

• This operational cut-off applies only to players who have arrived and completed check-in before check-in closed.

• All checked-in players must be ready to enter the game promptly when instructed by staff.

• The game must begin within 10 minutes of the scheduled start time.

• If the team delays the start of the game for any reason, including incomplete waivers, toilet use, securing belongings, hesitation, excessive delays, or failure to follow staff instructions, and the game cannot begin within this operational window, the session will be cancelled automatically with no refund or reschedule.

• This operational cut-off does not extend the check-in cut-off and does not permit late entry.

• There are no grace periods, extensions, or exceptions.
   

Venue access and early arrival

• Early arrival does not guarantee immediate entry to the venue.

• We cannot permit entry to the building more than 20 minutes before your scheduled start time under any circumstances.

• On busy days, or for operational and safety reasons, entry may not be permitted until your required arrival time of 5 minutes before your scheduled start time.

• If you choose to arrive earlier than this, you may be required to wait outside the venue.

• We recommend dressing appropriately for the weather and planning accordingly.

• Access to the building is strictly controlled and subject to live sessions, safety procedures, and staff availability.

• Teams will be invited inside when check-in becomes available.

These procedures are strictly enforced to ensure fairness, safety, and operational integrity for all guests.

2. Location

Contained Liverpool is located on Derby Road, Bootle, Liverpool. We recommend using a navigation app such as Google Maps, Waze, or Apple Maps by searching for Contained Liverpool.
 

Parking
Free parking is available on Campbell Street, Bootle, alongside our building.
Visitors may also park on our private forecourt provided they do not block other vehicles.
We are not responsible for parking fines, damage, or loss of personal property.
 

Public Transport
The nearest train station is Bootle Oriel Road, approximately a 10 minute walk away.
Multiple bus routes service Derby Road.

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3. Escape Room Capacity

All escape room experiences are private bookings.
 

Minimum and maximum player numbers vary by game:
 

• The Exorcist: minimum 2 players, maximum 8 players

• SNATCHED: minimum 3 players, maximum 7 players
 

Larger groups must book multiple sessions.
 

If the minimum player requirement is not met by the check-in cut-off time, the session will not go ahead and no refund or reschedule will be offered.

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4. Facilities

• One unisex toilet is available on site.

• A fully licensed bar serves alcoholic and soft drinks.

• No food is served or permitted inside the escape rooms.

• Toilet access before a game is not guaranteed. Guests are strongly advised to use toilet facilities before arriving.

• Bar service before a game is not guaranteed and is subject to staff availability and time constraints.

• We cannot delay check in, safety briefings, or game start times to accommodate toilet use or drink purchases.

• Requests for toilet use or bar service count toward the game start window.

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5. Escape Room Duration

• Each game session is scheduled for up to 60 minutes.

• Games may end earlier depending on performance or operational requirements.

• No extensions will be given.

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6. Tight Spaces

The SNATCHED escape room includes confined spaces as narrow as 50cm.
Teams with larger members should consider comfort levels before booking, and consider playing in a smaller team size.
The Exorcist escape room does not include tight space restrictions.

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7. Age Restrictions and Supervision

• All games are designed for players aged 15 and above.

• All players under 18 must be supervised by a responsible adult aged 18 or over at all times.

• The supervising adult must enter the game and remain inside for the full duration of the experience.

• Children cannot be left unsupervised anywhere on site, including reception, lounge, or outside the game room.

• Staff cannot supervise children at any time.
   

If a child does not play or leaves early

• If a child chooses not to participate or leaves the game early, they must be accompanied by a supervising adult.

• If only one supervising adult is present, that adult must leave the game with the child.

In this situation, the session will end as there would be no adult remaining to supervise children on site.
No refund or reschedule will be offered.

 

Recommendation for family groups
We strongly recommend booking at least two supervising adults so the game can continue if a child leaves early.

Contained Liverpool does not conduct ID checks unless required for alcohol service.
It is the booking holder’s responsibility to ensure all players meet age requirements.
 

8. Language Requirement

• All experiences are conducted entirely in English.

• All puzzles, instructions, safety briefings, and communication require fluent spoken and written English.

If any participant is unable to take part due to language difficulties, no refund or reschedule will be offered.

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9. No Refund Policy

All bookings are final, non-refundable, and non-transferable.

This includes, but is not limited to, sessions cancelled, refused, shortened, or ended due to:

• Failure to meet minimum player requirements
• Late arrival
• Failure to check in before the check-in cut-off
• Refusal of entry after check-in has closed
• Failure of checked-in players to be ready before the operational start deadline
• Failure to complete required waivers
• Failure to meet age or supervision requirements
• Failure to meet experience suitability requirements, including physical ability, mobility, fitness, or ability to safely participate
• Failure to follow safety instructions or staff instructions
• Inappropriate, unsafe, abusive, or disruptive behaviour
• Intoxication or being under the influence of alcohol, drugs, or any substance that impairs safe participation
• Refusal or unwillingness to participate after arrival
• Voluntary exit from the experience
• Fear, anxiety, discomfort, or change of mind
• Failure by the booking holder to ensure all participants were informed of the experience and requirements

Failure by any participant to attend, arrive on time, or participate does not entitle the booking holder or any participant to a refund, reschedule, credit, or compensation. The reserved session is considered delivered and fulfilled once the scheduled start time has passed, regardless of attendance or participation.

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10. Rescheduling Policy

• Rescheduling is only possible with at least 48 hours notice, is subject to availability, and is permitted once only per booking.

• Rescheduled games must take place within 30 days of the original booking.

• Requests made within 48 hours require a 30 percent rebooking fee.

• Same day or within 24 hour reschedules are not possible.

• Further reschedule requests beyond the first reschedule will not be accepted.

Halloween Peak Season
Bookings between 1 October and 3 November cannot be rescheduled or moved regardless of notice.

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11. Waivers, Player Numbers, and Early Exits

• All players must complete waivers before participation. Failure to do so will result in removal with no refund.

• If a player leaves the game for any reason and the remaining group falls below the game’s minimum required player count, the session will end with no refund or reschedule.

• If the minimum player requirement is still met, the game will continue without the exiting player.

• Players who arrive after check-in has closed, after the safety briefing has begun, or after the game has started will be refused entry and will not be permitted inside the building or allowed to join the experience under any circumstances.
   

12. Technical Issues, Damage, and Breakages

• In the event of a technical issue, Contained Liverpool may continue, pause, modify, or end the experience at its discretion.

• Refunds, reschedules, or replays will only be offered at the sole discretion of Contained Liverpool Ltd where a verified technical fault directly and significantly prevents completion of the experience.

• The person who made the booking is financially responsible for any damage or breakages caused by themselves or their group, whether intentional or accidental.

• This includes the full cost of repair or replacement and any loss of earnings caused by downtime, closures, or cancelled sessions.

13. Behaviour and Conduct

Contained Liverpool reserves the right to refuse entry or remove participants without refund or reschedule if they are intoxicated, behave aggressively or abusively, or fail to follow staff instructions or safety rules.

Participation is voluntary. No refund or reschedule will be offered for voluntary exits.

Guests must not touch actors, staff, or props unless explicitly instructed.

14. On Site Access and Non Participants

• Access to the venue is restricted to ticketed participants only.

• Non participants are not permitted to wait on site due to controlled access, safeguarding requirements, and limited space.

• This includes friends or family not playing, early arrivals not yet checked in, and late arrivals who missed check in or briefing.

• Non participants will be refused entry or asked to leave.

• No refund or reschedule will be offered in these circumstances.

15. Personal Belongings

• Personal belongings are brought on site at the guest’s own risk.

• Contained Liverpool is not responsible for loss, theft, or damage unless required by law.

16. Force Majeure

Contained Liverpool is not liable for cancellations or disruptions caused by events beyond our reasonable control, including power failure, extreme weather, fire, flooding, or emergency situations.

17. Chargebacks and Payment Disputes

• If a chargeback or payment dispute is raised for a booking that was validly charged under these Terms and Conditions, Contained Liverpool reserves the right to recover reasonable costs incurred as a result.

• This may include chargeback fees, administrative time, and loss of revenue.

• Nothing in this clause affects a customer’s statutory rights.

Contained Liverpool Ltd may provide evidence such as but not limited to: booking records, acceptance of Terms and Conditions, timestamps, CCTV, and communication records as evidence in response to disputes.

18. Photography, CCTV, and Data

• Photography or filming by guests is not permitted unless authorised.

• CCTV and in game reaction cameras may be used for security and marketing.

• All images remain the property of Contained Liverpool Ltd.

19. ScareCam Reaction Photo Add-On

ScareCam is an optional add-on product that forms part of the escape room experience booking and is governed by these Terms and Conditions.
 

Nature of the product

• ScareCam is a reaction photo service capturing images during the experience
• Images are only created if the team attends and participates in the experience
• If the team does not attend, no images are created and the add-on is forfeited

No attendance

If a booking does not go ahead due to:

• Late arrival
• Failure to meet minimum player requirements
• No-show
• Refusal of entry
• Cancellation under these Terms

The ScareCam add-on is forfeited and is not refundable, as it forms part of the reserved booking.

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Approval process

After the experience, teams will be shown their images by staff.

At that point, the team must choose one of the following:

• Accept the images — images will be sent and no refund will be issued
• Reject the images — a full refund of the ScareCam add-on will be issued

Once images have been accepted and sent, the ScareCam add-on is considered fulfilled and is non-refundable.

 

Booking holder absence

If the booking holder does not attend for any reason, including late arrival or refusal of entry:

• The decision of the participating team members regarding acceptance or rejection of ScareCam images is final
• This decision cannot be reversed or disputed later by the booking holder or any participant

 

Cooling-off period exclusion

ScareCam forms part of a time-specific leisure booking under The Consumer Contracts Regulations 2013.

It is therefore exempt from the 14-day cooling-off period.

 

20. Responsibility of the Booking Holder

The person who makes the booking confirms they are authorised to book on behalf of all participants.

By completing the booking, the booking holder confirms that:

• All participants have been informed of these Terms and Conditions
• All participants understand the nature of the experience
• All participants agree to comply with these Terms and Conditions
• All participants meet the age, language, and suitability requirements

 

Contained Liverpool Ltd is not responsible if a participant is unable or unwilling to take part due to the booking holder’s failure to share this information.

No refund or reschedule will be offered in such cases.

 

No individual participant’s failure or refusal to attend or participate entitles the booking holder or any participant to a refund, reschedule, credit, or compensation.

 

21. Definition of Service

The service provided by Contained Liverpool Ltd is the reservation and provision of a private escape room experience at the scheduled date and time.
The service is considered fulfilled once the reserved session time has been made available.
Non-attendance, late arrival, or refusal of entry due to failure to comply with these Terms and Conditions does not constitute a failure to provide the service.
Failure by any participant to attend, arrive on time, or participate does not entitle the booking holder or any participant to a refund, reschedule, credit, or compensation.

The booking secures a reserved time slot, not guaranteed participation by any specific individual participant.

22. Reviews, Feedback, and False Statements

Contained Liverpool welcomes honest feedback and reviews based on genuine customer experiences.

Customers are free to express their opinions, whether positive or negative.

However, by accepting these Terms and Conditions, customers agree that they will not knowingly publish or communicate false, misleading, or fabricated statements presented as fact about Contained Liverpool Ltd, its staff, or its services.

This includes, but is not limited to:

• False claims about safety
• False claims about staff conduct
• False claims about services not being provided
• False claims contradicting these agreed Terms and Conditions
• Statements intended to obtain refunds, compensation, or concessions through pressure or intimidation

Contained Liverpool Ltd reserves the right to respond publicly to reviews and complaints and to present factual evidence, including:

• Booking records
• CCTV footage
• Signed waivers
• Timestamps
• Written communications
• Terms and Conditions acceptance

Where false factual statements cause demonstrable reputational or financial harm, Contained Liverpool Ltd reserves the right to pursue appropriate action to protect its business.

Nothing in this section restricts a customer's legal rights or their right to leave honest reviews.

23. Governing Law

These Terms and Conditions are governed by the law of England and Wales.

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24. Contact Details

For general enquiries, please contact:

Email: info@containedliverpool.co.uk
Phone: 0330 133 4404
Website: www.containedliverpool.co.uk

Please note that contacting us does not alter, override, or exempt any booking from these Terms and Conditions.