Direct bookings
Terms & conditions.
Clear information about booking, staying, cancelling and looking after your chosen escape.
Last updated: 12 October 2026About these terms
These terms apply to direct accommodation bookings with Themed Escape Co. for The Dream House, The Rewind Retreat and The Den in Torquay. “We”, “us” and “our” mean Themed Escape Co.; “you” means the lead guest. A booking is confirmed when we issue written confirmation after accepting the required payment.
Lead guest and booking information
The lead guest must be at least 18, have authority to book for everyone in the group and ensure every guest follows these terms and the house rules. You must provide accurate contact, guest and booking information. We may apply a higher minimum age where clearly stated before booking.
Prices and payment
The total price, deposit and payment schedule will be shown before you confirm. You must pay each amount by its due date. If payment is late, we may contact you and, after giving reasonable notice, treat the booking as cancelled under the applicable cancellation terms. Optional extras are charged separately.
Occupancy and permitted use
Only confirmed guests may stay or visit, and occupancy must not exceed the number stated in the booking. The apartments are for short holiday accommodation and agreed celebrations—not open-invite events, unauthorised commercial activity or unlawful use. Separate rules apply to content day hire.
Minimum stay and arrival
Accommodation bookings have a two-night minimum. Check-in is from 4pm and checkout is by 10am. A 12pm late checkout may be purchased for £30 only when approved in advance and subject to availability. Access instructions will be supplied to the lead guest.
House rules
Quiet hours are 10pm–8am. No smoking or vaping indoors and no pets. Keep noise low, especially in shared areas, and respect neighbours and other guests in the building. Before checkout, wash used dishes, remove food and belongings, bag rubbish, sort recycling and leave the apartment reasonably tidy.
Children and supervision
Any children accepted as part of a booking must be included in the guest count and supervised by a responsible adult at all times. The lead guest is responsible for deciding whether the apartment and its themed contents are suitable for their group.
Accessibility
The Rewind Retreat is arranged on one level but has no adapted bathroom. None of the apartments are advertised as wheelchair accessible. Contact us before booking with specific access needs; we will provide the clearest information available so you can decide whether the accommodation is suitable.
Security deposit
A £200 refundable security deposit is required for direct bookings and is normally handled as a temporary card authorisation. It covers reasonable, evidenced costs caused by the group through damage, missing items, excessive cleaning or breaches of the house rules, including excessive noise or disturbance. A complaint or breach does not automatically forfeit the deposit. Any proposed deduction must reflect reasonable costs actually incurred, with details and evidence provided to the lead guest. Normal wear and standard cleaning are excluded. We will instruct release of the deposit, or its undisputed balance if a deduction is proposed, within 72 hours of checkout; bank processing may take longer. Serious or repeated disturbance may also lead to the stay being ended as described in clauses 10 and 12.
Damage, loss and behaviour
Tell us promptly about damage, breakages, spills or faults. The lead guest is responsible for reasonable costs caused by the group beyond normal use, including missing items and additional cleaning. We may end a stay without refund where there is a serious or repeated breach, illegal activity, dangerous behaviour or material disturbance, after taking proportionate steps in the circumstances.
Guest cancellation
Cancel within 48 hours of booking for a full refund when arrival is at least 14 days away. Cancel 30 days or more before arrival for a full refund. Cancellations 14–29 days before arrival receive 50% of the accommodation cost. Cancellations under 14 days are non-refundable unless we resell some or all of the dates. Any recovered amount will be refunded less a price difference and reasonable administration costs. Unprepared optional extras will be refunded.
No-shows and shortened stays
No refund is due for a no-show, late arrival, early departure or a stay ended because of a serious breach of these terms or the house rules. Refunds that are due are normally processed within 10 working days. We recommend suitable UK travel insurance.
Changes or cancellation by us
If we cannot provide the booked accommodation, we will contact you as soon as reasonably possible and offer a suitable alternative where available or refund payments made to us for the affected stay. We are not responsible for losses that could not reasonably have been foreseen when the booking was made.
Services and unavoidable disruption
Wi-Fi, Netflix and other third-party services are provided for guest convenience and may occasionally be interrupted. Tell us promptly about a problem so we have a reasonable opportunity to investigate and put it right. Nothing in these terms removes rights or remedies that cannot legally be excluded.
Personal belongings and safety
Secure the apartment when leaving and take reasonable care of keys or access codes. We are not responsible for loss or damage to belongings unless caused by our failure to use reasonable care and skill. Guests must follow safety information and must not tamper with alarms, fire equipment, utilities or security devices.
Parking and shared areas
Each apartment has one allocated parking space. Vehicles and belongings are left at the owner’s risk, except where loss results from our negligence. Corridors, entrances, bins and other shared areas must be used considerately and kept unobstructed.
Complaints
Raise any concern during the stay where possible so we can try to resolve it. If it remains unresolved, contact us promptly after checkout with the booking details and relevant evidence. We will consider the complaint fairly and respond within a reasonable time.
Law and your rights
These terms are governed by the law of England and Wales. Courts in the part of the UK where you live may have jurisdiction. If any provision is unenforceable, the remaining terms continue to apply. Nothing in these terms affects your statutory consumer rights.
These terms are a practical draft for the website and should be reviewed against your final booking process, payment provider, insurance and business details before direct bookings open.