CITY SEEKERS — BOOKING TERMS & CONDITIONS

Last updated: 22 September 2026

These Booking Terms apply to experiences sold under the City Seekers brand, including L.U.C.A.S.

City Seekers is a trading name of Christopher Simon Heanue, a sole trader.

Business correspondence address: 33 Prospect Quay, 98 Point Pleasant, London, SW18 1PR

Email: info@cityseekers.co.uk

By making a booking, you agree to these Terms. The person making the booking must be aged 18 or over and is responsible for making sure the other members of their team are aware of the relevant booking conditions and safety information.

Participation in a City Seekers game is also subject to the Player Safety Guidelines.

1. The experience

City Seekers creates interactive outdoor games played around London.

L.U.C.A.S. is a self-guided walking experience in which players receive and respond to game content primarily through WhatsApp while moving between locations in the city.

The experience usually takes approximately 2–4 hours, although the actual duration depends on the team, walking speed, breaks and gameplay.

Routes, clues, puzzles, messages and other game content may be updated from time to time. Players will generally experience the version of the game in operation on the date they play, rather than necessarily the version that existed when the booking was originally made.

We may make reasonable changes to routes, puzzles, locations or other elements where required for operational, safety or creative reasons, provided this does not materially reduce the experience purchased.

2. Bookings and payment

Bookings must be made by someone aged 18 or over.

Unless otherwise stated during booking:

• tickets are sold per person;
• a minimum of 2 tickets is required per booking;
• teams may contain between 2 and 8 players; and
• the price shown at checkout is the total price payable for the tickets selected.

Payment is processed securely through our payment provider.

A booking is confirmed when payment has been successfully completed and you receive confirmation from City Seekers.

Please check your booking confirmation carefully and contact us as soon as possible if anything is incorrect.

3. Start dates and times

Your booking is made for a particular date and start time.

You should aim to begin your experience at or around your booked time and follow the instructions contained in your booking confirmation.

If your plans change, you can reschedule in accordance with our Rescheduling Policy.

4. What you need to play

City Seekers is a technology-enabled outdoor experience.

At least one member of your team must have access to:

• a working smartphone;
• WhatsApp;
• mobile internet/data;
• sufficient battery for the duration of the game; and
• any other basic functionality clearly stated in your booking or pre-game instructions.

You are responsible for ensuring that your device, battery, internet connection and WhatsApp access are suitable before beginning.

We recommend beginning with a fully charged phone and, where possible, carrying a portable battery pack.

5. WhatsApp gameplay

Game messages may be sent and received using WhatsApp.

Players must follow the instructions provided in their booking confirmation to connect with the City Seekers game service.

WhatsApp is a third-party service provided by Meta. Mobile networks and other internet services are also operated by third parties and may occasionally experience disruption outside City Seekers' control.

If a technical problem with City Seekers' systems materially prevents your team from completing the game, please contact us or use the in-game SOS function.

Where we cannot restore the experience within a reasonable period, we may offer you the choice of completing the experience on another date or receiving an appropriate refund.

This does not apply where the problem arises solely from a player's device, battery, mobile data, account, network coverage or failure to follow the supplied instructions.

Your statutory rights are not affected.

6. SOS and player support

If you become stuck or experience a problem during the game, send SOS through the game's WhatsApp conversation.

This is the primary support method during gameplay.

SOS is intended for assistance with the City Seekers experience.

It is not an emergency service.

If anyone is in immediate danger or requires police, ambulance or fire assistance, contact the appropriate emergency service directly.

7. Children and young people

The person making a booking must be aged 18 or over.

Players aged 16 or 17 may participate without an accompanying adult.

Players under the age of 16 must be accompanied throughout the experience by a responsible adult aged 18 or over.

The supervising adult remains responsible for the welfare and supervision of any children in their group.

8. Accessibility

We endeavour to make City Seekers routes as accessible as reasonably possible.

However, City Seekers experiences take place through real public streets and spaces that are outside our control.

Routes may therefore be affected by steps, gradients, uneven surfaces, temporary roadworks, closures, crowds or other physical features.

For this reason, we cannot guarantee that every part of every route will be fully accessible to every player.

If you or somebody in your team has mobility or other accessibility requirements, please contact info@cityseekers.co.uk before playing.

Where reasonably possible, we will try to provide information or adjustments that help you take part.

9. Weather

City Seekers is an outdoor experience and normally continues in typical London weather, including rain.

Players should check the forecast and dress appropriately for the conditions.

We may postpone or cancel an experience where we reasonably believe weather or other conditions make it unsafe or impractical to operate.

If City Seekers cancels your experience, you will be offered your choice of:

• rescheduling to another available date; or
• a refund of the affected booking.

10. Public spaces and route changes

City Seekers games take place primarily in public areas.

Public events, construction work, demonstrations, transport disruption, road closures, emergency incidents, venue restrictions or other circumstances may occasionally affect a route.

We may provide an alternative location, clue or route where reasonably necessary.

You must not enter private, closed or restricted property unless the game explicitly and lawfully tells you that you may do so.

11. Player behaviour

Players must behave responsibly and lawfully throughout the experience.

You must:

• follow applicable laws and public-space rules;
• treat members of the public, businesses and other players respectfully;
• avoid damaging property;
• avoid obstructing roads, pavements, entrances or other public areas;
• follow reasonable instructions given by City Seekers; and
• avoid behaviour likely to place yourself or other people at unnecessary risk.

We may end a team's participation without refund where players engage in threatening, abusive, deliberately dangerous, unlawful or seriously disruptive behaviour.

12. Game content and spoilers

City Seekers' games, characters, stories, puzzles, clues, messages, images, audio and other original game material are owned by or licensed to City Seekers and are protected by intellectual property law.

We encourage players to take photos, make videos, post about their experience and leave reviews.

However, you must not publish or distribute substantial game content in a way that reveals full puzzle solutions, clue sequences, answers or other material designed to spoil the experience for future players.

You must not reproduce, sell, commercially exploit or create a competing experience using City Seekers game material without permission.

13. Technical and operational interruptions

We work to keep our games available and functioning reliably, but no internet-based service can be guaranteed to operate without interruption.

Where an issue occurs, we will make reasonable efforts to restore or continue the experience.

If a failure within City Seekers' systems substantially prevents you from receiving the experience purchased and cannot reasonably be resolved, we will offer an appropriate remedy, which may include rescheduling or refunding the affected booking.

14. Our responsibility to you

City Seekers will provide its services with reasonable care and skill.

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation.

We are not responsible for losses that were not reasonably foreseeable when the contract was made or for losses arising because a player:

• disregarded clear safety or gameplay instructions;
• acted unlawfully or recklessly;
• entered an area they were not instructed to enter; or
• failed to take reasonable care while moving through public spaces.

City Seekers is provided to consumers for personal and recreational use.

We are not responsible for business losses arising from participation in the experience.

Players remain responsible for their own phones, bags, clothing and other personal belongings.

Nothing in these Terms affects your statutory consumer rights.

15. Events outside our reasonable control

We will not be responsible for a failure or delay caused by circumstances genuinely outside our reasonable control.

These may include serious weather events, emergency incidents, public authority restrictions, significant transport or infrastructure disruption, widespread telecommunications failures or failures of essential third-party services.

Where such an event means we have to cancel your booked experience, the cancellation provisions in these Terms will apply.

16. Refunds and rescheduling

Our separate Refund & Rescheduling Policy forms part of these Terms.

Customers may cancel for a refund up to 23:59 on the calendar day before their booked experience.

Bookings may be rescheduled up to 30 minutes before the booked start time.

There is currently no limit on the number of reschedules, subject to availability.

17. Complaints

We want to know if something has gone wrong.

Please contact:

info@cityseekers.co.uk

Include your booking details and a short description of the issue so that we can investigate it.

18. Changes to these Terms

We may update these Terms from time to time.

The Terms applicable to your booking will normally be the version in effect when you make the booking, except where a change is required by law or where an operational update does not materially disadvantage you.

19. Governing law

These Terms are governed by the laws of England and Wales.

Nothing in this section removes any mandatory consumer rights or protections that apply to you.