Terms of service
These terms may have changed since you last reviewed them
For previous versions of these terms and when they were replaced, see here.
Where to find information about us and our products
You can find everything you need to know about us, Wolf Escape Games Ltd, and our products on our website, or from our sales staff before you order. We also confirm the key information to you in writing after you order.
We don't give business customers all the same rights as consumers
For example, business customers can't cancel their orders, they have different rights where there is a problem with a product and we don't compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.
When you buy from us you are agreeing that:
- We only accept orders when we've checked them.
- Sometimes we reject orders.
- We charge you when our order.
- We charge interest on late payments.
- We pass on increases in VAT.
- We're not responsible for delays outside our control.
- Products can vary slightly from their pictures.
- You're responsible for making sure your specifications are accurate.
- We charge you if you don't give us information we need
- If you are a consumer and you bought online, you have a legal right to change your mind.
- You have rights if there is something wrong with your product.
- We can change products and these terms.
- We can suspend supply (and you have rights if we do).
- We can withdraw products.
- We can end our contract with you.
- We don't compensate you for all losses caused by us or our products.
- We use your personal data as set out in our Privacy Notice.
- You have several options for resolving disputes with us.
- Other important terms apply to our contract.
- You will abide by the terms of use for our products.
If you are a business customer this is our entire agreement with you
If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
We only accept orders when we've checked them
We contact you to confirm we've received your order and provide a receipt immediately after purchase, and we accept it when we supply an access code to the product via email to you.
Sometimes we reject orders
Sometimes we reject orders, for example, because access to a product is unexpectedly unavailable, because we can't verify your age (where the product is age-restricted), or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when we accept your order
However, for some orders from business customers we may take payment in instalments, as explained to you during the order process.
If you are a business customer you have no set-off rights
If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
We charge interest on late payments
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 5% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
We pass on increases in VAT
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
We're not responsible for delays outside our control
If our supply of your licence to use, or access to, a product is delayed by an event outside our control, such as problems with server access or other services we require to supply access to the product, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team (via our contact page here) to end the contract and receive a refund for any products you have paid for in advance, but not received.
You're responsible for making sure your specifications are accurate
If we're modifying or supplying the product to specifications you provide, you're responsible for making sure those specifications are accurate and correct. We will own all intellectual property rights to the modified product.
We charge you if you don't give us information we need
We charge you additional sums if you don't give us information we've asked for as required to make the modifications to the product to your specifications.
If you are a consumer and you bought online, you have a legal right to change your mind:
Your legal right to change your mind. For most of our products bought online, you have a legal right to 14 days to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.
When you can't change your mind. You can't change your mind about an order for our digital products, after you have started to download, stream or otherwise access them.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we confirm we have accepted your order, although you can't change your mind about digital products once you have accessed the product.
How to let us know. To let us know you want to change your mind, contact our Customer Service Team (via our contact page here).
When and how we refund you. We will refund you as soon as possible for unused products within 14 days of you telling us you've changed your mind. We refund you by the method you used for payment. We don't charge a fee for the refund.
You have rights if there is something wrong with your product
Contact us. If you think there is something wrong with your product, you must contact our Customer Service Team (via our contact page here).
Your rights and remedies if you are a consumer. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.
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Summary of your key legal rights |
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Your product is digital content, for example access to the Hallows Hill online escape room, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:
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Your rights if you are a business. We warrant that on delivery any products which are goods shall:
- conform in all material respects with their description and any relevant specification;
- be free from material defects in design, material and workmanship;
- be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
- be fit for any purpose held out by us.
Your remedies if you are a business. Unless an exception applies (see Exceptions to business customers' warranty) if:
- you give us notice in writing within a reasonable time of discovery that a product does not comply with the business customer warranty; and
- we are given a reasonable opportunity of examining such product or issue,
we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us.
Exceptions to business customers' warranty. We will not be liable for a product's failure to comply with the business customer warranty (see Your rights if you are a business) if:
- you make any further use of such product after telling us it is non-compliant;
- the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;
- the defect arises because we followed any drawing, design or specification supplied by you; or
- you alter or repair the product without our written consent.
We can change products and these terms
Changes we can always make. We can always change a product:
- to reflect changes in relevant laws and regulatory requirements;
- to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't materially affect your use of the product; and
- to update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates.
We can suspend supply (and you have rights if we do)
We can suspend the supply of a product. We do this to:
- deal with technical problems or make minor technical changes;
- update the product to reflect changes in relevant laws and regulatory requirements; or
- make changes to the product (see We can change products and these terms).
We can withdraw products
We can stop providing access to a product. We let you know at least 24 hours in advance and we refund any sums you've paid for a licence in advance for products which you have not accessed and will not access.
We can end our contract with you
We can end our contract with you for a licence to a product and claim any compensation due to us (including enforcement costs) if:
- you don't make any payment to us when it's due and you still don't make payment within 14 days days of our reminding you that payment is due;
- you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product; or
- you are in breach of the terms of use of your licence (see You will abide by the terms of use for our products.)
We don't compensate you for all losses caused by us or our products
Our liability to consumers. We're not responsible for losses you suffer caused by us breaking this contract unless if the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
- Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in Our liability to businesses.
Our liability to businesses. If you're a business, then, except in respect of the losses described in Losses we never limit or exclude:
- we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
- our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the greater of £10 and 100% of the total sums paid by you for access to products under such contract.
Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:
- death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
- fraud or fraudulent misrepresentation; or
- any matter in respect of which it would be unlawful for us to exclude or restrict liability.
No implied terms about goods. Except to the extent expressly stated in Your rights if you are a business, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice.
You have several options for resolving disputes with us
Our complaints policy. Our Customer Service Team (contacted via our contact page here) will do their best to resolve any problems you have with us or our products.
Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to the Centre for Effective Dispute Resolution through their website at www.cedr.com. If you're not satisfied with the outcome you can still go to court.
You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer you can contact our Customer Service Team (via our contact page here) to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not used.
You can only transfer your contract with us to someone else if we agree to this. We may not agree if you have already made use of the products. If you're a business you need our agreement to transfer your contract with us and it's entirely up to us whether we give it.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it (other than someone you (as a consumer) gave a product to as a present) and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
You will abide by the terms of use of our products
Upon payment of the price for a licence to access a product. You will receive a royalty free, non-exclusive, non-transferable, non-sublicensable licence to access and use the product. You acknowledge that you have purchased a licence to use the product and that the grant of this licence does not constitute a transfer of ownership. This licence may be terminated immediately if you do not comply with these terms.
Your permitted access and use of the product You agree that your use of the product will comply with the following requirements:
- Your licence and access to the product is not for resale. Unless otherwise expressly permitted, you may not sell, sub-licence, distribute, display, copy, disassemble, decompile, reverse engineer, translate, transfer or otherwise make available any product and/or its content to any other person.
- You may not record and/or broadcast your use of any product and/or its content.
- You may not use any product or its content to create any derivative works or products that could be considered competitive products.
- You will not allow any third party to access, benefit or use any product or its content in any way.
Your licence to use the product may be revoked. If you fail to comply with any of the terms of this agreement, we may revoke your licence and access to a product.
You agree to indemnify us. You agree to indemnify us, including employees, officers and licensors against any and all liability arising from your or any third party’s unauthorised use of any product or its contents provided to you, and any use by you or any third party of any derivative works made by you or at your instruction.
These are our current Terms of Service. For previous versions click here.
