Who these terms are with
These terms are between you and PuzzleDuck Ltd, registered in England and Wales under company number 11469979. Contact hello@puzzleduck.co.uk with booking, access, account, legal, or support questions.
Legal
Terms and conditions
Version 1, effective 13 August 2026. These terms apply when you use the PuzzleDuck website or app, buy or access a hunt, or arrange a group experience with us.
The details
Who can buy and organise a hunt
You must be at least 18 to place an order or agree a booking. If you buy or arrange a hunt for a group, you are responsible for sharing the relevant booking, safety, access, and participation information with the group. A responsible adult must supervise children.
Using PuzzleDuck
You may use PuzzleDuck to browse hunts, send enquiries, create an account, buy or unlock access, manage a group, and take part in app-led puzzle hunts. You must provide accurate information, keep your account and access details secure, and use the service lawfully and respectfully. Do not share a private invitation, code, or account outside the group it was intended for.
Orders and the contract
The hunt page and checkout show the title, price, participant limit, and what is included before you order. Your order is accepted, and a contract is formed, when we send the order confirmation or confirm a free order. Keep that confirmation for your records. If we cannot accept an order, we will tell you and refund any payment taken.
What a group pass includes
Unless the hunt page or booking confirmation says otherwise, one group pass includes one group play-through for up to the stated participant limit. You may close and resume that same play-through, but completing it does not create another play-through. A new group or a second play-through requires another pass.
Accessing a hunt
Access may be bought directly, assigned by an organisation, provided through an invitation or Hunt pass, or arranged as part of a group booking. Digital access is normally linked to the account used for the order and is delivered through the PuzzleDuck app. You are responsible for a compatible phone, sufficient battery and data, and any device permissions the hunt clearly requires.
Outdoor play and participant responsibility
PuzzleDuck hunts take place in real public or venue spaces. Participants remain responsible for their own safety, awareness, suitable clothing and footwear, weather decisions, road crossings, supervision of children, and following local rules or venue instructions. Do not enter closed, private, restricted, or unsafe areas, and stop playing if conditions become unsafe.
Route changes and access conditions
We design routes carefully, but public places can change because of roadworks, closures, weather, crowding, venue operations, or safety issues. We may adapt, pause, replace, or reschedule part of a hunt where reasonably needed. If a material change affects a paid hunt before you start, contact us so we can explain the available remedy and your legal rights.
Bookings, pricing, and payment
Prices are shown in pounds sterling and include applicable taxes unless stated otherwise. Card payments are processed securely by Stripe; PuzzleDuck does not store full card details. Published prices and group quotes may vary by route, participant limit, timing, support, custom content, and partner requirements. Paid access is granted after successful payment unless we agree otherwise in writing.
Cancellations and refunds
Our refund policy explains cancellation rights, faulty digital content, unavailable hunts, and group-booking requests. Email hello@puzzleduck.co.uk as soon as possible with your order number or booking reference. Nothing in these terms or that policy reduces your statutory consumer rights.
Bespoke and managed group bookings
A quote or booking confirmation may set additional terms for custom content, dates, participant numbers, support, cancellation, and rescheduling. Those specific terms apply alongside these general terms. If they conflict, the specific written booking terms take priority for that booking, except where the law gives you rights that cannot be excluded.
User content
Players may submit answers, team names, messages, and photos. You must not submit unlawful, offensive, unsafe, infringing, or private content without permission. You give PuzzleDuck a limited permission to host, process, display, and share that content only as reasonably needed to run and support the hunt, record progress, and provide relevant group or organiser views. We will seek separate permission before using player content in marketing.
Intellectual property
PuzzleDuck owns or licenses the website, app, hunt routes, clues, prompts, copy, designs, images, software, brand assets, and related materials. You must not copy, resell, scrape, reproduce, or create competing hunt materials from PuzzleDuck content without written permission.
Availability and changes
We aim to keep PuzzleDuck available and accurate, but digital services can be interrupted by maintenance, incidents, connectivity, app-store services, or other third parties. We may update hunts, routes, pricing, content, and app features, but changes will not remove rights that already apply to an accepted order. We may suspend access where reasonably necessary for security, safety, fraud prevention, or unlawful use.
Liability
Nothing in these terms excludes or limits liability where the law does not allow it, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. We are responsible for foreseeable loss caused by our breach or failure to use reasonable care. We are not responsible for loss caused by your unsafe or unlawful conduct, inaccurate information, unauthorised account use, or circumstances outside our reasonable control. We do not exclude liability for damage to your device or digital content where consumer law makes us responsible.
Privacy and cookies
Our privacy notice explains how we handle enquiries, accounts, bookings, app progress, photos, location-related play, marketing preferences, and support messages. Our cookie policy explains the technologies used on the website and the choices available to you.
Changes to these terms
We may update these terms for future use when our services or legal obligations change. The version that applied when your order or booking was accepted continues to govern that contract unless a change is required by law or you agree otherwise. We will bring material changes affecting an existing service to your attention where appropriate.
Governing law and disputes
These terms are governed by the laws of England and Wales. If you are a consumer, you can bring proceedings in the courts that apply where you live in the UK, and you keep any mandatory rights provided by the law of your country of residence. Please contact us first so we can try to resolve a concern.
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