COVID Customer Policy.


Updated: Thursday 9th December 2021

The safety of our customers and staff always remains our utmost priority and we carry out risk assessments and make necessary adjustments to minimise infection risks. Here are the steps we take to keep everyone safe so that you can enjoy your Experience knowing that COVID risks are minimised.

Steps taken for your safety

Following government and industry guidance

We have researched best practice within the leisure and hospitality sectors as well as meeting all government requirements for the safe operation of our Experiences. 

Visit Britain Certification

“We’re Good to Go” self-assessment has been undertaken for our Tours, Escape Game and business premises to demonstrate that we have effective COVID-Secure adaptations and procedures in place where needed.

Group sizes

Standard Hidden Street Tour

Our Standard Hidden Street Tour is able to accommodate a maximum of 12 guests in total. Depending on group sizes, we may continue requiring social distancing on these tours, this will be at the discretion of our Tour Guides.

Secrets Of The Tunnels escape game

Our Secrets Of The Tunnels escape game is able to accommodate a maximum of 8 guests in total. Escape games are an activity played by just your team.  You won’t come into contact with other teams during your visit and this makes it a much safer environment than activities attended by large groups.

Social distancing

We follow the recommendation that our staff should continue to operate at a minimum distance of 1m+ from guests and request that all guests respect that distance. Social distancing is no longer required within our Experiences but they have been adapted so it can be maintained if you wish to do so, without impacting on your enjoyment. 

Hidden Street Tour

Depending on group sizes we may continue requiring social distancing on our Hidden Street Tour – this will be at the discretion of our Tour Guides.


Face coverings

Staff and and guests are required to wear face coverings during Experiences (Tours, Escapes Games and Events) unless they are exempt. Please bring your own mask as we are unable to supply them.


Hand sanitising

Standard Hidden Street Tour

Complimentary hand sanitiser will be provided at the start of the Tour as you enter the venue. 


Venue sanitising

We’ve adopted enhanced cleaning procedures and allowed extra time between Experiences to ensure props and contact points are sanitised as needed.

NHS Test & Trace

For the purposes of managing your booking, we will continue to collect the name and telephone number of the lead booker. We will no longer collect contact details for all additional adult guests. We will provide this data to NHS Test & Trace if requested within 21 days of you and your party attending your tour.  We will also display an official NHS QR code poster for our Experiences so that customers and visitors have the option to ‘check in’ too. We are unable to offer entry to those who refuse to provide their name and telephone number or ‘check in’ for at least a lead booker.


Fresh air is the recommended means of changing air and we open doors and windows between Experiences in areas this is possible. 

Staff and customer health

Our staff undertake self-assessed health checks before starting work and we do not allow them to work if they display any COVID-related symptoms. No person with COVID-related symptoms should enter our premises or attend our Experiences and also if you need to self isolate as a result of being in contact with an infected person then you should not attend your Experience. Please make sure that you follow the latest government guidance on self isolating if you show COVID-related symptoms, test positive for COVID-19 or are identified as a close contact via the NHS Test and Trace system. If fewer guests are able to attend the Experience on the day due to COVID we offer a refund via gift voucher valid for one year for those unable to attend the Experience. Please contact us on 01603 850309 or email prior to your Experience to arrange this.

Arriving for Your Experience

Please arrive at the exact time for your Experience and with your entire party. Unfortunately, we no longer have waiting areas available if you arrive early. We have strict timetables to follow to ensure the additional cleaning and safety procedures take place, so if you are late this could mean less time in the Experience.

Rebooking an Experience Postponed Due to COVID

If your Experience was postponed by us due to COVID closure and you were issued a gift voucher and you find upon rebooking that there is a price difference please contact us and we’ll get you rebooked at the price valid at the time of your original booking.

Refunds and Cancellations

As per our booking terms and conditions, if you need to reschedule or cancel your booking we require 7 days notice prior to your booked Experience start time via the contact details shown on your booking confirmation. So you can book with peace of mind, our policy is temporarily amended where COVID illness or isolation is the cause:

Cancellations or reschedules with 7 days notice.

Normal T&Cs

Free reschedule. Where a reschedule date cannot be specified, full refund given via a gift voucher valid for one year. Booking fees are non refundable. No cash refunds.


No change to normal terms & conditions.

Cancellations or reschedules with LESS than 7 days notice.

Normal T&Cs

Upon request, we may at our sole discretion offer to reschedule your Experience or issue a gift voucher that allows you to rebook at a later date, subject to a £10 late rearrangement fee.


Refund automatically given via gift voucher valid for one year, less £5 late cancellation fee towards staff costs.

Partial refunds for fewer guests attending with LESS than 7 days notice.

Normal T&Cs

No refunds given for fewer guests attending.


Partial refund given via gift voucher valid for one year for each guest unable to attend due to COVID illness or isolation. We MUST be contacted prior to arrival at your Experience to request this.

Hub and Office Opening Times

Mon - Fri
10am - 5pm
Sat - Sun

01603 850309

21-23 Castle Meadow, Norwich, Norfolk  NR1 3DH
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