We Take Fun Seriously!

COVID Customer Policy

Introduction
 

Escape games are an activity played by just your team and are highly structured, where access is managed and risks to staff and customers minimised.  You won’t come into contact with other teams during your visit and this makes it a much safer environment than activities attended by large groups.


The safety of our customers and staff always remains our utmost priority and we carry out risk assessments and make necessary adjustments to minimise infection risks. Here are the steps we take to keep everyone safe so that you can enjoy your game knowing that COVID risks are minimised.


Steps Taken for Your Safety
 
  1. Following Authoritative Guidance - History Mystery has followed comprehensive guidance and advice from the government and Visit Britain to help ensure that we follow their recommendations.

  2. Visit Britain Certification - “We’re Good to Go” self-assessment is undertaken to demonstrate that we have effective COVID safety adaptations and procedures in place.

  3. Social Distancing - We follow the recommendation that our staff should continue to operate at a minimum distance of 1m+ from visiting team and request that all players respect that distance. Social distancing is no longer required within games but they have been adapted so it can be maintained if you wish to do so, without impacting on your enjoyment. We are lucky to have very spacious game rooms with good natural ventilation.

  4. Face Coverings - You are required to wear face coverings in your game, please bring your own as we are unable to supply them. Our staff will wear face coverings and will continue to maintain social distancing from you.

  5. Hand Sanitising - Please ensure you’ve washed your hands before arrival. Complimentary hand sanitiser will be provided at the start and end of our games. Hand washing and sanitising have been proven to be very effective in reducing the risk of transmission.

  6. Game and Prop Sanitising - We’ve adopted enhanced cleaning procedures and extra time between games to ensure props are sanitised between every game. We have multiple sets of high-touch props and will either clean them between each game or use a set that has been quarantined for at least 72 hours before reuse, meaning a fresh set of thoroughly cleaned props goes into each individual game. Built-in game props and contact points that cannot be removed from the room are also subject to cleaning between games. We have removed some items and made adaptations to some puzzles to reduce the number of contact points, without detracting from your enjoyment.

  7. Test & Trace - The rules of our games are sent out via email to the lead booker at the time of booking, with a reminder sent 48 hours in advance with everything you need to know for your game. Please ensure that everyone reads the rules carefully and completes their contact details ahead of arrival. Not only does this help with NHS Test & Trace, but also allows you to receive your team photo!

  8. Ventilation - Fresh air is the recommended means of changing air and we open doors and windows between games. Thankfully our quirky draughty historic buildings we operate in actually work in our favour on this occasion!

  9. Staff and Customer Health - Our gamemasters undertake self-assessed health checks before starting work and we do not allow them to work if they display any COVID-related symptoms. Our game rules state that no person with COVID-related symptoms should play. If fewer players are able to attend on the day, we offer a refund via gift voucher valid for two years for those unable to attend the game. Please contact our Customer Experience Team on 01603 327515 prior to your game to arrange this. 

  10. Arriving for Your Game - Please arrive at the exact time for your game and with your entire team. We don't have indoor waiting areas available if you arrive early. Our venues have designated outside areas to wait for your gamemaster, and they will find you at the start time of your game. We have strict timetables to follow to ensure the additional cleaning and safety procedures take place, so if you are late this could mean less time in the game.

  11. Rebooking a Game Postponed Due to COVID - If your game was postponed by us due to COVID closure and you were issued a gift voucher, if you find upon rebooking that there is a price difference please contact us (here) and we’ll get you rebooked at the price valid at the time of your original booking.

  12. Refunds and Reschedules - As per our booking terms and conditions, your game is a live event that is non-refundable if you decide to cancel, reduce players or fail to arrive in time for your booking. So you can book with peace of mind, our policy is temporarily amended where COVID illness or isolation is the cause. We already had very relaxed terms and conditions, and you can see below where we have made further adjustments.

Scenario
Normal T&Cs
COVID T&Cs
Cancellations or reschedules with MORE than 48 hours notice.
Free reschedule. Where a reschedule date cannot be specified, full refund given via a gift voucher valid for two years.
No change to normal terms & conditions.
Cancellations or reschedules with LESS than 48 hours notice.
Upon request, refund given via gift voucher valid for two years, less £30 late cancellation fee to cover staff costs as we prepare our staff rotas 48 hours in advance.
Refund automatically given via gift voucher valid for two years, less £15 late cancellation fee as a 50% contribution towards covering staff costs.
Partial refunds for fewer players attending.
No refunds given for fewer players attending.
Partial refund given via gift voucher valid for two years for each player unable to attend due to COVID illness or isolation. Our Customer Service team MUST be contacted prior to arrival at your game to request this.
 
Alternative Games
 

We’ve done everything we can to make our indoor games COVID-secure, but if you’re still not comfortable then why not play outdoors instead?  We totally understand that customers might feel a little uncertain about playing indoor escape games at the moment so we’ve got just the thing for you - an exciting outdoor escape game REVOLTING EARLS & BODY SNATCHING BISHOPS. Created by History Mystery and powered by Roamr, your team of up to 6 players can hit the streets of historic Norwich, finding clues and solving puzzles as you go, all at a suitable social distance of course! All you need is your fully charged phone, a comfortable pair of shoes and your sense of adventure! Click here to find out more about our awesome historic city game.

 

NEW HISTORY MYSTERY AT HOME GAME - a thrilling World War II cut out and play at home game “MI9: EVADE & ESCAPE”. Find out more in the 'At Home' section of our website.

FAQs & Contacting Us
 

If you have any further questions check out the FAQ section in the menu above or contact us by email at hello@historymystery.games or call 01603 327515.