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Terms and Conditions

Terms and Conditions

DGLI Group Ltd – Don’t Get Locked In
Effective Date: 20/03/2026
Last updated: 25/06/2026

1. Company Information

Company Name: DGLI Group Ltd
Trading As: Don’t Get Locked In
Registered Office: Floors 1-2 Allhallows, Bedford MK40 1LN
Company Registration Number: 16670689
Phone: 01234 374 100
Contact: [email protected]

2. Definitions

  • “Company”, “we”, “us”, “our” refers to DGLI Group Ltd
  • “Customer”, “you”, “your” refers to the person(s) making a booking
  • “Services” refers to escape room experiences, bar services, and related activities
  • “Premises” refers to our escape room facility located in Bedford
  • “Booking” refers to a confirmed reservation for our services

3. Booking and Payment

3.1 Booking Confirmation
  • All bookings must be made through our official booking system, by telephone, email, or in person at our premises
  • Bookings are confirmed only upon receipt of full payment or valid deposit
  • We reserve the right to refuse any booking at our discretion
3.2 Payment Terms
  • Payment is required in full at the time of booking unless otherwise agreed
  • We accept payment by card, cash, or other methods as advertised
3.3 Pricing
  • Current prices are displayed on our website, booking system, and at our premises
  • Discounts may be available as advertised and are subject to eligibility criteria and availability
  • Prices may change without notice but will not affect existing confirmed bookings

4. Cancellation and Refunds

4.1 Customer Cancellations and Rescheduling

Booking Amendments:

  • Customers who contact us within 24 hours of making a booking to correct booking errors (wrong time or date) will be accommodated where possible, subject to availability

Rescheduling:

  • Rescheduling requests made within 24 hours of making the original booking will be accommodated free of charge where possible
  • Bookings may be rescheduled to an alternative date and time free of charge up to 7 days before the scheduled booking date, subject to availability
  • Bookings may be rescheduled to an alternative date and time up to 72 hours before the scheduled booking date for a fee of £35 per room, subject to availability
  • We are unable to reschedule bookings within 72 hours of the booking date and time

Cancellations and Refunds:

  • Cancellations made more than 14 days before the booking date: Full refund less a 5% refund processing fee. Rescheduling is offered free of charge, subject to availability
  • Cancellations made 7-14 days before the booking date: No refund available, but rescheduling is offered free of charge, subject to availability
  • Cancellations made 3-7 days before the booking date: No refund available, but rescheduling is offered for a fee of £35 per room, subject to availability
  • Cancellations made less than 72 hours before the booking date: No refund or rescheduling available

All cancellation and rescheduling requests must be made by contacting us directly. We reserve the right to make exceptions to this policy at our sole discretion.

4.2 Business and Large Event Cancellations
  • Separate terms may apply for large bookings and exclusive venue use.
  • We are not liable for indirect costs, such as travel expenses, as a result of a cancellation or rescheduling for any reason.

5. Health and Safety Requirements

5.1 Age Restrictions
  • Children under 10 years old are not allowed to participate in games unless explicitly stated otherwise (e.g. for special events)
  • Players aged 10-12 must have at least one full-paying adult in the game room with them at all times
  • Under 16s must be accompanied by a responsible adult over the age of 18. This person is not required to play, but must remain on site at all times
  • Players aged 16-17 can play without restriction but a waiver must be signed by a parent or legal guardian
  • Some rooms may have specific age restrictions which will be clearly communicated
5.2 Health and Safety Compliance
  • You must follow all safety instructions provided by our staff
  • You must not be under the influence of alcohol or drugs when participating
  • Please inform us of any medical conditions, mobility issues, or accessibility requirements
  • We reserve the right to refuse entry to anyone who appears intoxicated or poses a safety risk
5.3 Physical Requirements
  • Participation may involve physical activity including crawling, climbing, and moving in confined spaces
  • Some rooms may not be suitable for people with claustrophobia, heart conditions, or mobility issues
  • Please advise us of any physical limitations when booking

6. Conduct and Behaviour

6.1 Acceptable Behaviour
  • Customers must treat staff, premises, and other customers with respect
  • Offensive, aggressive, or inappropriate behaviour will result in immediate removal without refund
  • Damage to property (intentional or through negligence) will result in charges for repair/replacement
6.2 Photography and Recording
  • We may take photographs/videos for promotional purposes unless you opt out
  • Personal photography is permitted but must not interfere with other customers’ experience
  • Commercial photography requires prior written consent

7. Bar Services

7.1 Alcohol Service
  • We operate under a premises licence for the sale of alcohol
  • We reserve the right to refuse alcohol service to anyone
  • Alcohol consumption is subject to licensing laws and responsible service policies
  • No alcohol may be brought onto the premises from outside
7.2 Food and Beverages
  • Outside food and beverages are not permitted except for medical reasons or special dietary requirements (with prior arrangement)

8. Data Protection and Privacy

8.1 GDPR Compliance

We are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

8.2 Data Collection

We collect the following personal data:

  • Name, contact details, and payment information for booking purposes
  • CCTV recordings for security purposes
  • Marketing preferences (with your consent)
8.3 Legal Basis for Processing
  • Contract performance: Processing necessary to fulfill your booking
  • Legitimate interests: Security, safety, and business operations
  • Consent: Marketing communications (you may withdraw consent at any time)
8.4 Data Retention
  • Financial records: Retained for 7 years for accounting and legal purposes
  • Booking history: Individual booking details retained for 2 years for customer service purposes
  • Account information: Retained while account remains active; inactive accounts deleted after 2 years
  • CCTV footage: Retained for 30 days unless required for investigation
  • Marketing data: Retained until you withdraw consent
8.5 Your Rights

Under UK GDPR, you have rights to:

  • Access your personal data
  • Rectify inaccurate data
  • Erase data (subject to legal obligations)
  • Restrict processing
  • Data portability
  • Object to processing

Contact us at privacy@dontgetlockedin.com to exercise these rights.

9. Liability and Insurance

9.1 Our Liability
  • We maintain appropriate public liability insurance
  • Our liability is limited to the value of your booking except in cases of death or personal injury caused by our negligence
  • We are not liable for loss of personal property unless due to our negligence
9.2 Customer Responsibility
  • You participate at your own risk
  • You are liable for any damage caused by your actions or negligence
  • You must ensure all members of your group comply with these terms

10. Force Majeure

We shall not be liable for any failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to:

  • Government restrictions or lockdowns
  • Extreme weather conditions
  • Utility failures
  • Emergency situations

11. Intellectual Property

All escape room puzzles, designs, themes, and related intellectual property remain our exclusive property. Customers may not:

  • Copy, reproduce, or share puzzle solutions
  • Use our intellectual property for commercial purposes
  • Reverse engineer our games or equipment

12. Complaints Procedure

12.1 Initial Resolution

Please speak to a member of staff immediately if you have any concerns during your visit.

12.2 Formal Complaints

Written complaints should be sent to [email protected] within 14 days of your visit. We will acknowledge receipt within 48 hours and provide a full response within 14 days.

12.3 Dispute Resolution

If you remain unsatisfied, you may refer the matter to:

  • Trading Standards
  • Your card provider (for payment disputes)
  • Alternative Dispute Resolution schemes where applicable

13. General Terms

13.1 Entire Agreement

These terms constitute the entire agreement between you and us, superseding all prior communications.

13.2 Amendments

We may update these terms at any time. Changes will be posted on our website and take effect immediately for new bookings.

13.3 Severability

If any provision is found to be unenforceable, the remaining provisions remain in full force.

13.4 Governing Law

These terms are governed by English law and subject to the exclusive jurisdiction of English courts.

13.5 Assignment

You may not assign your rights under these terms. We may assign our rights and obligations with reasonable notice.

14. Contact Information

For bookings: [email protected]
For complaints: [email protected]
For data protection queries: [email protected]
General enquiries: [email protected]

Address: Floors 1-2 Allhallows, Bedford MK40 1LN
Website: https://www.dontgetlockedin.com
Phone: 01234 374 100

By making a booking with us, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions.