Terms of service

Last updated: [15/12/2025]

1. Booking & Payment Terms

Price & What Is Included

The price includes:

• Two physical experience boxes, shipped separately to the addresses provided at checkout
• Shipping costs, as selected and confirmed on the website
• Access to one live-hosted experience at the booked date and time

Shipping options available:

• UK Shipping
• Non-UK (1 person) – where one participant is outside the UK
• Non-UK (2 people) – where both participants are outside the UK

Customers are responsible for selecting the correct shipping option. If an incorrect option is selected, the order will be cancelled prior to dispatch, a full refund issued, and the customer invited to rebook using the correct option.

All prices are displayed prior to payment. We reserve the right to update prices at any time; however, confirmed bookings will not be affected.

In the event of an obvious pricing error that a reasonable person would recognise as a mistake, we reserve the right to cancel the booking and issue a full refund.

The price covers one dispatch per box. Any resends required due to incorrect address details, failed delivery, or customer error may incur additional postage fees.

Payment Timing & Booking Confirmation

• Full payment is required at checkout
• Selecting a timeslot reserves it for 20 minutes
• If checkout is not completed, the reservation expires
• A booking is confirmed only once payment is successfully processed

Delivery of Physical Boxes

Both participants must receive their boxes before the scheduled experience. If one or both boxes have not arrived, the experience cannot proceed.

In such cases:

• The booking may be rescheduled free of charge, even if within the usual 24-hour rescheduling window

Customers are responsible for ensuring delivery details are correct.

• If an address is entered incorrectly, resending will incur an additional postage fee
• If an address error is identified before dispatch, customers may contact info@longdistanceexperiences.com to request a correction at no cost

Multiple Addresses

The customer is responsible for providing accurate address information for both participants.

Experience Format

Experiences may run concurrently with other couples. Each couple plays in a private breakout room. Only the host-led introduction and conclusion are conducted with multiple couples present.

2. Cancellations, No-Shows, Rescheduling & Late Arrival

Cancellations

• Full refunds are available if cancelled before dispatch
• Partial refunds may be issued after dispatch, minus the cost of boxes and postage
• Cancellations must be made at least 24 hours before the scheduled experience

If cancellation does not occur before the 24-hour window, no refund will be issued unless one or both boxes have not arrived, in which case a free reschedule will be offered.

Refunds are processed to the original payment method within 7 days.

No-Shows

A no-show occurs if one or both participants fail to join within 5 minutes of the scheduled start time.

If only one participant arrives, the experience cannot proceed and must be rescheduled.

Following a no-show, the customer will receive an email offering rescheduling or cancellation. If no response is received, no refund will be issued. A partial refund may be offered if cancellation is chosen.

Rescheduling

• Free rescheduling is available up to 24 hours before the experience
• After this period, rescheduling may incur a fee
• If boxes have not arrived by the scheduled start time, rescheduling will be offered free of charge

Late Arrival Policy

Participants are encouraged to arrive 10 minutes early. Access to the waiting room opens 5 minutes before the scheduled start time.

The experience begins exactly at the booked time. Participants who have not joined within 5 minutes of the start time will not be admitted.

Late participants may reschedule for a fee. No refunds will be issued.

3. Digital Content Rules (Consumer Rights Act 2015)

Platform & Host Issues

Experiences are delivered using third-party platforms such as Zoom. While we are not responsible for failures or outages of third-party services beyond our control, appropriate remedies (such as rescheduling) will be offered where the experience cannot proceed or is significantly disrupted.

Where technical issues caused by Long Distance Experiences or the host materially affect the experience, customers may be offered a free reschedule or a partial refund, depending on the extent of the disruption.

Customer Technical Requirements

Customers are responsible for ensuring they have suitable devices, internet connectivity, and audio/video capability.

We are not responsible for disruptions caused by customer-side technical issues. Where customer-side issues prevent participation in a significant proportion of the experience (generally more than 50%), a reschedule may be offered at our discretion where reasonable.

Faulty or Missing Box Items

If an item appears to be missing or faulty, customers must notify the host during the experience where it is reasonably possible to do so. This allows the host to assess the impact in real time.

If it was not reasonably possible to identify or report the issue during the experience, customers should contact us promptly after the session.

Where a fault or missing item is confirmed to be due to our error and materially affects the experience, a partial refund may be offered proportionate to the impact.

Minor faults that do not materially affect gameplay or story progression are considered inconsequential and do not entitle the customer to a refund.

Where, based on host observation or supporting evidence, we reasonably believe a claim to be inaccurate, misleading, or the result of misuse, we reserve the right to refuse a refund or reschedule and may restrict future bookings.

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015.

4. Intellectual Property

All puzzles, mechanics, scripts, storylines, recordings, images, artwork, and materials are the intellectual property of Long Distance Experiences.

Customers must not copy, distribute, resell, replicate, reuse, or gift boxes for additional experiences. One booking is permitted per box set.

User-Generated Content

Customers may take personal photos provided puzzle elements are not clearly identifiable or reproducible.

Recording any part of the experience is prohibited.

Training Recordings

Sessions may occasionally be recorded for internal training purposes only. These recordings are not shared externally and are deleted after review.

5. Prohibited Actions

Prohibited behaviour includes harassment, abusive language, disrupting others, ignoring host instructions, time-wasting, spotlighting, sharing spoilers, explicit content, damaging boxes, or opening boxes early.

Where possible, the host will issue a warning. In cases of serious misconduct, immediate removal may occur. Removal for misconduct will not result in a refund.

Posting puzzle solutions online is prohibited. Legal action may be taken in cases of intellectual property infringement.

6. Liability Limitations

We do not exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation.

Subject to the above, we are not liable for losses arising from:

• customer misuse of the experience or box contents
• customer negligence, including failure to follow instructions
• loss of internet connection or device failure
• postal or customs delays outside our reasonable control

Where box contents include small items, customers are responsible for ensuring safe use. We are not liable for injury or harm caused by misuse or failure to exercise reasonable care.

7. International Shipping

International delivery times are estimates only. Delays caused by customs processing, border checks, or local postal services are outside our control.

Shipping prices shown at checkout include customs duties and import taxes based on the shipping option selected.

Customers are responsible for selecting the correct shipping option. If incorrect selections or information cause customs issues, resending or additional fees will be charged to the customer.

If a customs issue arises due to our administrative error, no additional fees will be charged.

If delivery is delayed, customers may reschedule their experience free of charge until boxes arrive.

8. Force Majeure

We are not liable for delays or failure to perform our obligations where caused by events beyond our reasonable control, including natural disasters, strikes, pandemics, power failures, government restrictions, or third-party service failures.

9. Data Protection (GDPR)

We collect names, email addresses, and delivery addresses for booking, shipping, and experience administration.

Identifiable personal data (including surnames, email addresses, and addresses) is deleted within one week of sending the final follow-up email.

Payment records are retained separately as required by law.

Website data handling is also governed by Shopify’s Privacy and Cookie Policies.

10. Age Restrictions & Suitability

Participants must be aged 16 or over. The purchaser must be aged 18 or over.

Breakout rooms contain only the booked pair. Group introductions and conclusions are hosted and supervised.

The experience contains themes of violence, murder, and threat. Some box contents may present a choking hazard. We are not responsible for harm caused by misuse or negligence.

11. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Details

Long Distance Experiences
Email: info@longdistanceexperiences.com