BOOKING AND PAYMENT
Your booking is with the operator of Clue HQ Kingston upon Thames, at 1st floor, 402 Hook Rise North, Surbiton, Kingston upon Thames, KT6 5AT. Keep your booking confirmation: it records your venue, game, date, time, team size and price. Check these details before paying and contact us promptly if something is wrong. A booking is confirmed when we send confirmation; a request awaiting staff approval is not yet a confirmed booking.
The price and any compulsory charges are shown before you pay. Payment is due as shown at checkout or in a written group-booking agreement. Please share the game rules and arrival information with your team. These terms apply to bookings made online, by phone or in person. Any special arrangements must be agreed with the venue.
RESCHEDULING YOUR BOOKING
You can request a different date or time for a £25 fee per booking, per change, provided we receive your request at least three hours before the original start time. Use our contact form and include your booking reference and preferred new date and time.
Changes depend on availability. We will confirm the new slot and any difference in the game price before you agree to the change and pay the fee. Your original booking remains in place until we confirm the change. With less than three hours’ notice, the standard rescheduling option is not available. If you purchased appropriate cover at checkout (if available), its terms may allow a change without this fee or on different notice.
IF YOU CANCEL OR CANNOT ATTEND
All bookings are booked on the basis that they are non-refundable, subject to the cover exceptions and statutory rights set out in these terms.
A game booked for a specific date and time is a leisure booking, so the usual 14-day cooling-off right for online purchases does not apply. Changing your mind, being unable to attend, arriving too late to play or bringing fewer players does not automatically entitle you to a refund. Please tell us as soon as possible if you cannot attend.
We do not offer discretionary free cancellations, free moves or refunds unless appropriate cover was purchased through checkout (if available) and the request qualifies under that cover’s terms.
IF WE CANCEL OR MAKE A SIGNIFICANT CHANGE
If we cannot provide your confirmed game, or need to make a significant change to it, we will contact you as soon as reasonably possible. You can choose an available alternative that suits you or a refund for the affected booking. You do not need to have purchased cover to receive this refund.
We will not charge you a rescheduling fee for a change we require. This also applies when an event outside our control prevents us from providing the game. Any further rights you have under consumer law remain unaffected.
We are not responsible for additional costs you incur as a result of a game cancellation, such as travel or accommodation expenses, except where required by law. This does not exclude compensation we owe because of our breach of contract or negligence.
ARRIVAL, AGES AND ACCESS
Please arrive 10–15 minutes before your start time unless your confirmation says otherwise.
Late arrivals: If you are running late, please contact the venue as soon as possible. We may need to reduce the time allowed for your game so that teams who arrive on time are not disrupted. Bookings arriving more than 20 minutes after their advertised start time may be cancelled without refund.
Check your chosen game’s age guidance, adult-supervision requirements, player limits and access notes before booking. These vary between games and venues. Extra players must stay within the game’s capacity and pay the advertised additional charge.
Contact us before booking if you would like to discuss accessibility, health needs or effects such as flashing lights, darkness or confined spaces. We will discuss reasonable adjustments and help you assess whether the game is suitable.
PLAYING SAFELY AND RESPECTFULLY
Follow the host’s safety briefing and instructions. Do not force, damage or dismantle equipment. Tell the host immediately if you need help or want to stop.
We may refuse entry or stop play where behaviour creates a genuine safety risk, including intoxication, threats, abuse or deliberate damage. We will act reasonably and only restrict other members of a team where necessary for safety or to run the game. Any decision about retaining payment remains subject to these terms and your statutory consumer rights.
Follow the venue’s photography rules and respect other guests’ privacy. Do not publish puzzle answers or recordings that spoil the game for other teams. If cameras are used for game supervision or security, ask the venue about its privacy information.
GIFT VOUCHERS AND PROMOTIONAL OFFERS
Check the voucher or offer terms before purchase or booking, including the venue, expiry date, eligible games, team size and any excluded dates. Unless the voucher states otherwise, gift vouchers are valid for 12 months and the game must take place before expiry. Keep your voucher code and bring any proof requested in your confirmation.
Offers apply to eligible new bookings during the stated offer period and cannot be combined unless expressly allowed. Enter any required code before paying. We may check suspected fraud or misuse, but will explain any problem and act reasonably. Withdrawing an offer does not remove a discount already accepted on a confirmed booking.
Gift vouchers are not normally exchangeable for cash, but this does not affect any statutory cancellation or refund rights that apply to the voucher purchase. A voucher not tied to a specific date may have different cancellation rights from a dated game booking. For third-party vouchers, check the seller’s purchase terms as well as the venue’s participation rules.
QUESTIONS, COMPLAINTS AND THESE TERMS
Use our contact form for booking questions or complaints, giving your booking reference and a short explanation. Please tell your host about a problem during your visit where possible so we have a chance to put it right. This does not prevent you from raising a complaint later.
Nothing here limits your statutory consumer rights. The law of the UK country where the venue is located applies, without taking away mandatory protections or court rights available to you where you live.