COVID Customer Policy


Updated: Thursday 27th January 2022

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

Hidden Street Tour & Lantern Light Underground Tour

Our tour is able to accommodate 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 & Lantern Light Underground Tour

Depending on group sizes we may continue requiring social distancing on our Hidden Street Tour and Lantern Light Underground Tour – this will be at the discretion of our tour guides.


Face coverings

From Thursday 27th January 2022: Wearing a face covering is optional during experiences (tours, escapes games and events) for guests and staff. Please bring your own face covering if you would like to wear one as we are unable to supply them.


Hand sanitising

Complimentary hand sanitiser will be provided at the start of your experience 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.


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

We ask both our staff and customers to follow the latest government guidance on self isolating if showing COVID-related symptoms or testing positive for COVID-19.  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 team@theshoebox.org.uk 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.

Refunds and Cancellations

As per our booking terms and conditions, if you need to reschedule or cancel your booking we require 48 hours 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 of cancellation:

Cancellations or reschedules with at least 48 hours notice.

Normal T&Cs

Free reschedule. Where a reschedule date cannot be specified, full refund will be 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 48 hours 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 48 hours 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.