The Great Murder Mystery - Terms and Conditions

ANY PERSON OR ENTITY ("User" or “You”) USING OR OTHERWISE ACCESSING THE PLATFORM AT www.thelostestate.com (“Website”) OR ANY OF THE INFORMATION CONTAINED WITHIN THE WEBSITE MUST AGREE TO BE BOUND BY THE FOLLOWING TERMS AND CONDITIONS (“Agreement”)
  1. Contracting Party. The Great Murder Mystery Limited (“us”, “we”, “our”, “Company”, “Show”) is a company registered in England with company number 12529702 and whose registered address is at 3 East Point. Seal, Sevenoaks, Kent, TN15 0EG.
  2. COVID-19. When attending any of our ticketed events (“Shows"), you must adhere to our COVID-19 audience policy (available here). Ticketing terms and conditions specific to COVID-19 (including our policy on refunds/cancellations due to COVID-19 are available here. PLEASE NOTE: Customers with COVID-19 symptoms (NHS official symptoms here) will be refused entry (and will not be eligible for a ticket refund).
  3. Age restriction. You must be over 18 years of age to book tickets for the Show. The experience is intended for an adult audience. However, minors 13 years or older may attend in the presence of a consenting parent or guardian and must be accompanied at all times throughout the show. When you register with or otherwise access the Website you are confirming that you are over 18 years of age.
  4. Passwords. You agree: to keep your password secure and confidential and to not allow anyone else to use your email address or password to access the Website or any content, data or other materials contained therein (“Content”); to not do anything which would assist anyone who is not a registered User to gain access to any secured area of the Website, and; to not create additional registration accounts for the purpose of abusing the functionality of the Website or any Content, or other Users, or to seek to pass yourself off as another User. If you think someone else has obtained your account details, please let us know immediately via [email protected] and we will close your account as quickly as practicable. Please note that you will be responsible (to the Company and to others) for all activity that occurs under your registration account.
  5. The Lost Estate Website. The Website is an online service which offers direct ticketing for Shows and related goods and services (“Service”). The Service is available for free to browse subject to this Agreement, and any other terms posted on the Website from time to time.
  6. Tickets (Right to Attend a Show). Each ticket that you purchase from the Website is a revocable licence to attend a particular Show (“Rights”) and is subject to this Agreement as well as any specific terms and conditions applicable to the particular event (as posted on the Website from time to time and/or made available at such Show).
  7. Payments. Payments may be made by credit/debit card using Visa or MasterCard (and other payment methods offered from time to time as detailed on the Website). All transactions are charged on a pre-authorised basis. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If your card issuer refuses to authorise payment, your order will be cancelled and we will not be liable for any delay or non-delivery. We are not responsible for your card issuer or bank charging you as a result of us processing of your credit/debit card payment in accordance with your order nor are we obliged to inform you of any reason for refusal. By using your credit or debit card, you confirm that the card belongs to your and that there are sufficient funds or credit available to cover the preauthorised charges and at the point the card is charged. Please note that international payments and certain payment methods may incur higher payment processing costs. We reserve the right to reject or cancel any purchase at any time if we suspect fraud or any other issues with payment or suspicious account activity.
  8. Order Confirmation. The Company normally sends a summary of your purchase to the email address provided during registration. You should also receive a confirmation after your purchase is confirmed. If you do not receive a confirmation from us, if you receive an error message, or if you discover an error in the information provided, contact us immediately at [email protected] to ensure your transaction was completed and that your information is correct. The Company shall not be responsible for transactions not completed or for assumptions that a transaction was completed even though you did not receive a confirmation. Please note that orders are processed only after a billing address, and/or other billing information, has been verified. Occasionally, we receive incorrect billing or credit card account information for a ticket order that can delay processing and delivery. In such cases, we may attempt to contact you using the information provided at the time of purchase. If we are unable to reach you after an initial attempt, we may cancel your order and release your tickets without further notice or attempted notice to you. Information sent to the email address you provide shall be deemed as delivered to you, regardless of whether you check your email, provide an incorrect address, or if the message is marked as “spam.”
  9. Refunds. Once booked, tickets are non-refundable or exchangeable (this does not affect your statutory rights). Please check your tickets carefully before finalising your purchase, as mistakes cannot be rectified. Unless otherwise stated herein, tickets cannot be exchanged or refunded even if lost, stolen, damaged or destroyed. Ticketing terms and conditions specific to COVID-19 (including our policy on refunds/cancellations due to COVID-19) are available here.
  10. Cancellations/changes. We reserve the right to cancel or change the time or date of any Show at our discretion. If we change the time and/or date of your booking we will give you an opportunity to cancel your booking and will refund the ticket price only. We will not be liable for any additional costs, losses or expenses resulting from any cancellation of a Show or any change to its time or date. We reserve the right to reject or cancel any purchase at any time if we suspect fraud or any other issues with payment or suspicious account activity.
  11. Delivery of Tickets. Your tickets will be delivered to you as indicated at the time of purchase, most frequently via electronic delivery to the email address provided at the time of purchase.
  12. Lateness. If you are late for a Show and are therefore refused entry you will not be entitled to a refund.
  13. Secret location. Once your ticket is booked you will be emailed with the Show location along with your tickets. Please check the time stated on your ticket carefully.
  14. Menus and Dietary requirements. Guests are responsible for informing the Company of their own dietary requirements a minimum of 72 hours in advance by contacting the box office. Although we will make every effort to cater for food allergies, all meals are prepared in the same kitchen and therefore no guarantee can be given. Please note our food is produced in kitchens that handle nuts, so meals are not suitable for people with severe nut allergies. The menu and drinks list are set. The Company is not required to provide alternatives, however, we will endeavour to accommodate most major dietary requirements if supplied no later than 72 hours before the Show. This does not include personal food preferences.
  15. Illegal drugs/weapons. We operate a zero tolerance policy to illegal drug and weapon possession. Guests may be subject to a security search on entry to the venue and throughout the show to ensure the safety of patrons. You consent to such searches and waive any related claims that may arise from such a search. If you elect not to consent to such searches, you may be denied without refund or other compensation. Those found in possession of illegal drugs and/or weapons will be refused entry/ejected from the venue without a refund and the police notified.
  16. Intoxication. If you arrive inebriated or are deemed too intoxicated to enter the venue by our team, you will be refused entry without refund. (The experience will be much more enjoyable for you and our team if you drink in moderation!)
  17. Inappropriate behaviour. We reserve the right to refuse admission to or remove any guest who conducts inappropriate behaviour, without refund of any amount paid. This includes, but is not limited to, causing disruption during the performance, inappropriate/aggressive language, dressing up in a way that is likely to cause offence, inappropriate/aggressive physical contact or violent or sexual actions.
  18. Liability. The ticket holder voluntarily agrees that the Company, the Show, the venue, event participants, third party ticketing partners and all of their respective agents, officers, directors, owners and employers are expressly released by the ticket holder from any claims arising from such causes.
  19. Warranties. To the extent permitted under applicable law in your territory, ALL THE COMPANY’S PRODUCTS AND SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Without limiting the foregoing, the Company, makes no warranty that (a) the Service will meet your requirements, (b) the Service will be uninterrupted, timely, secure, or error-free, (c) the results obtained from the use of the Service will be effective, accurate or reliable, or (d) the quality of any materials or services obtained by you from the Company or from any third parties' website to which the Company is linked, will meet your expectations or be free from mistakes, errors or defects. The use of the Website, or the downloading or other acquisition of any materials or content through the Website or through third parties' or provider’s website, is done at your own risk and with your agreement that you will be solely responsible for any damage to your computer device or system or loss of data that results from such activities.
  20. Personal property. We do not accept responsibility for the loss or damage of personal property belonging to guests and do not accept responsibility for items stored at a venue. All personal property is left at the discretion of the guest.
  21. Cashless venue. All venues for our Shows are cashless. We do not accept cash for food and/or beverages or any related goods or services.
  22. Access. We strive to make our Shows accessible to all, however some venues will not be wheelchair accessible, and this will be noted during the booking process.
  23. Force Majeure. In the event of force majeure (defined as a failure of an event which is non-attributable to us, including without limitation such as war (actual or threatened), terrorism (actual or threatened), pandemic, national mourning or civil commotion, we reserve the right to cancel an event without compensation to the customer.
  24. Entire Agreement. This Agreement constitutes the entire agreement between the parties on the subject matter hereof. There are no understandings, agreements, or representations, oral or written, not specified herein regarding this Agreement.
  25. Modification of this Agreement. We reserve the right to revise the terms and conditions of this Agreement and modify it at any time. Any such revision will be binding and effective immediately upon publishing the revised Agreement on our website. Your continued use of the website constitutes agreement to any revision of this Agreement.
  26. Law and Jurisdiction. This Agreement shall be governed and construed in accordance with the laws of England and the Courts of London shall be the courts of exclusive jurisdiction.