• Terms and Conditions

    1. Who we are

    SecretCity Ltd, a company registered in the UK with company number 11027624 and whose registered office is 26C Sandmere Road, London, SW4 7QJ. We are the organiser and booking agent for your SecrtCity Experience.


    2. Organising your SecrtCity Experience

    2.1 When you book an experience with Us, you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these Booking Conditions.

    2.2 If you make a booking with Us for an experience then We are your booking provider and a contract for a booking with Us will exist between Us and You as soon as we confirm your booking. When we make reference to a ‘SecrtCity Experience’ in these Booking Conditions, it is in reference to such a contract with Us for an experience as detailed in this paragraph.

    When you book a SecrtCity Experience you are booking a mystery night out as explained on the “How it works” page of the website. You will not be buying a specific event or experience as the details of your experience will not be disclosed to you until up to 24 hours prior to your evening. The way in which the booking process for your SecrtCity Experience works are as set out in our FAQs. The SecrtCity Experience that We provide will be provided in accordance with these Booking Terms and Conditions.


    3. Booking Confirmation

    3.1 When We make a booking for your SecrtCity Experience we use the details you have provided to Us in the booking form, therefore it is important that all the names, addresses and details that you have provided to Us are correct. We shall forward to you a Booking Confirmation with full details of the SecrtCity experience booking and please check this through thoroughly upon receipt to ensure that the framework details are correct. Making changes to a confirmed booking may incur charges (as detailed below), therefore it is important that you ensure that information provided to Us is correct to avoid any charges.

    3.2 The postal address you provide in your booking form is the address we will send your SecrtCity letter to.


    4. Price & Payments

    4.1 When you make a booking with Us, you will be required to pay the total cost of your SecrtCity Experience at the time of booking.

    4.2 The price of the SecrtCity Experience will include the ticket price of at least one event or experience.

    4.3 The price of the SecrtCity Experience will only include food if you indicate that you would like food to be included in your booking in the form.


    5. Cancellation / Amendments to your Booking

    5.1 If you wish to cancel or amend a booking, then you must notify Us in writing or by email to info@secrtcity.co.uk of what amendments or cancellations you wish to make. However, please note that you may not be able to amend or cancel a booking once it has been confirmed, or if the supplier does not allow for this, it may incur a 100% cancellation charge. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to a maximum of 100% of the cost of your booking. We shall endeavour to make amendments or cancellations of your travel arrangements where possible and shall confirm any agreed amendments or cancellations to you once completed, together with any applicable costs or charges.

    If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

    5.2 In the event that an event organiser changes the timing of an event that we have booked as part of your SecrtCity Experience we will contact you by the email address or mobile phone number you supply with your booking. If you are unable to attend the amended event time we will make all reasonable endeavours to book an alternative event for you. This will however be at your additional cost.


    6. Complaints / Conduct

    If you have a problem during your SecrtCity Experience, please inform the relevant supplier (e.g. your host/event organiser etc) immediately, who will endeavour to put things right. It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay and whilst present at the event. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

    You accept responsibility for the proper conduct of all members of your party during your SecrtCity Experience. The suppliers of your event/experience reserve the right at any time to terminate the booking of any party member(s) whose behaviour is such, in the reasonable opinion of the supplier, to cause or to be likely to cause danger, upset, harassment or distress to anyone else or damage to other persons or to property. No refund will be given in the event of you, or any member or your party, being requested to cease your experience in such circumstances. Furthermore, We shall be under no obligation whatsoever to pay compensation to you or any member of your party, or meet any costs or expenses (including but not limited to alternative event bookings) you, or any member of your party, may incur as a result of your experience being terminated in accordance with this clause.

    If you, or any member of your party, cause damage to any equipment or property during your SecrtCity Experience, you must fully reimburse the provider or relevant supplier concerned for the cost of the damage before the end of your SecrtCity experience (if the cost has been established by then), or as soon as it has been established if later. You must also indemnify Us for the full amount of any claim (including all legal costs) made against Us by the relevant supplier or third party as a result of such damage caused.


    7. Liability

    7.1 If you have booked a SecrtCity Experience and your SecrtCity Experience is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our or the suppliers’ control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.

    7.2 When you have booked a SecrtCity Experience with Us and if the contract for the provision of the travel services is not performed or is improperly performed by Us or our suppliers, We will pay you appropriate compensation if this has affected the enjoyment of your Experience. However, We will not be liable where any failure in the performance of the contract is due to you or a third party unconnected with the provision of the event or experience and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall.

    7.3 Our liability, shall be limited to a maximum of two times the cost of your booking price


    8. Data Protection

    Information you have provided to Us for your booking will be forwarded on to the relevant suppliers of your SecrtCity Experience, so that the services can be provided to you. This applies to any sensitive personal data that may have been provided to Us when making your booking for the purposes of arranging your SecrtCity Experience. You agree that We may transfer your data (and the data of those in your party) to those suppliers for this purpose.


    9. Law & Jurisdiction

    These Terms and Conditions are governed by the laws of England and Wales and the jurisdiction of the English courts.


    10. Arbitration

    It is unlikely that you will have a complaint that cannot be settled amicably between Us and/or the suppliers. However, disputes arising out of or in connection with this contract and/or any contracts with your suppliers should be brought to our attention at the earliest opportunity to enable Us and/or the suppliers to resolve matters as quickly as possible.