Terms of Service

These terms govern your purchase and use of products from Lumen & Lock Ltd (“we”, “us”, “our”), a company registered in England and Wales under company number 17017772. By purchasing or playing one of our games, you agree to these terms. Our registered office is Suite A, 82 James Carter Road, Mildenhall, IP28 7DE, and you can reach us at support@lumenandlock.co.uk.

What we sell

We offer online escape rooms, played in a web browser, and PDF game kits. Online escape rooms are sold through this website. PDF game kits are sold through our Etsy shop, where Etsy’s own terms apply at the point of sale.

Purchases and pricing

Prices are shown in pounds sterling (GBP) and include any applicable taxes. Payment is taken securely through Stripe at checkout. Your purchase is confirmed once payment is successfully processed, after which we send your game access link by email.

You must be 18 or over to make a purchase. Our games can be enjoyed by families and younger players, but the purchase must be made and set up by an adult.

Access and licence

• On purchase, you receive a unique access link sent to your chosen email address. The link is valid for 90 days from the date of purchase.
• Once you open your link and begin playing, your team has 10 days to complete the game.
• We grant you a personal, non-commercial licence to access and play the game. One purchase covers a single group’s playthrough. You’re free to share your access link with the people you’re playing with.
• You may buy a game as a gift and forward your confirmation email to the recipient. The access link is theirs to use, and they play under these same terms.
• You must not resell the game, charge others to play it, run it for multiple separate groups from a single purchase, or otherwise redistribute or publicly post your access link.

Your right to cancel, and digital content

Because our online escape rooms are digital content supplied to you electronically, you agree that supply begins when you start playing the game, and you acknowledge that at that point you lose the statutory 14-day right to cancel. Opening your access link to view the game details does not count as starting, so you keep your cancellation and refund rights until you actually begin playing. This does not affect any of your other statutory rights. See our Refund Policy for full details.

Acceptable use

When using our games and website, you agree not to:

• attempt to bypass, disable, or interfere with access controls or the access-link system;
• copy, reverse engineer, scrape, or extract the game’s content, assets, or puzzles;
• share, publish, or sell solutions, walkthroughs, or assets in a way that spoils the game for others or harms our business;
• disrupt, overload, or attempt to gain unauthorised access to our service or infrastructure.

Intellectual property

All content in our games and on this website, including puzzles, artwork, audio, video, text, and the Lumen & Lock name and branding, is owned by or licensed to Lumen & Lock Ltd and is protected by intellectual property law. Your purchase grants access to play, not ownership of any content.

Availability and technical requirements

Our online games are designed to run in a current desktop or laptop web browser, with optional mobile devices used as supporting screens during play. We aim to keep the service available and working, but we do not guarantee uninterrupted access and may carry out maintenance or updates. If a technical fault on our side prevents you from playing, contact us and we will help, including by reissuing access or arranging a refund where appropriate.

Our liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded under law, including your statutory rights as a consumer under the Consumer Rights Act 2015. Subject to that, we are not liable for losses that are not a foreseeable result of our breach, or that arise from circumstances outside our reasonable control.

PDF game kits

PDF game kits are sold through our Etsy shop and are subject to Etsy’s terms and the listing-level terms shown on each product. Because they are digital downloads, please read the listing carefully before purchase. See our Refund Policy for more on PDF kits.

Complaints

If something isn’t right, email support@lumenandlock.co.uk. We’ll acknowledge your complaint and do our best to resolve it promptly.

Governing law

These terms are governed by the laws of England and Wales, and any disputes are subject to the non-exclusive jurisdiction of the courts of England and Wales.

Changes to these terms

We may update these terms from time to time. The version in force is the one published here at the time of your purchase. The date at the top shows when these terms were last revised.