Terms & Conditions

Terms and Conditions: The Lost Estate Productions Ltd

Last Updated: June 2026

Key Terms Summary

Before reading the full Terms and Conditions, please note these essential rules governing your booking and experience:

Tickets are Non-Refundable: All ticket sales are final (subject only to the exceptions set out in Section 10). Standard ticket purchases do not qualify for a 14-day cooling-off period under UK consumer law because they are for leisure services booked for a specific date.
Strict Arrival & Dining Windows: Doors c.1 hour before the performance. Late arrivals will only be admitted during a suitable break in the show. Because our multi-course Dining Experience follows a strict theatrical schedule, any courses missed due to lateness cannot be served out of sequence or refunded.
Immersive Environment Risks: Our shows are highly sensory and dynamic. They include flashing/strobe lighting, loud noises, sudden audio effects, smoke, haze, pyrotechnics, and periods of complete darkness.
Dietary Requirements: All dietary needs must be submitted via our digital form at least 48 hours before your show. Requests received after this deadline cannot be accommodated.
Strict Resale Policy: Tickets are strictly non-transferable for commercial gain. Resale via unauthorized secondary platforms will result in immediate cancellation without refund.
Cashless Venue: Our venue is completely cashless; please bring major credit/debit cards or use mobile payment methods.
Exchange Policy: Ticket exchanges are subject to availability and tiered administrative fees. No exchanges are permitted within 72 hours of the performance.

Introduction & Acceptance

These Terms and Conditions apply to any person or entity:

Using or otherwise accessing the platform at www.thelostestate.com or any other internet domain address registered within The Lost Estate group of companies (see Definitions) or any person accessing any of the information contained within these websites;
Making a Booking or purchasing Tickets; or
Attending a Show.

By accessing our Website, making a Booking, purchasing Tickets, or attending a Show, you agree to be bound legally by this Agreement. If you are the Lead Booker, you are responsible for ensuring that all members of your party have read, understood, and agreed to these Terms.

Definitions

Agreement: These full terms and conditions.
Company / we / us / our: The Lost Estate Productions Ltd, registered in England (Company No. 11796510). Registered office: 3 East Point, Seal, Sevenoaks, Kent, TN15 0EG.
Website: Any of the following websites (including subdomains) operated by TLE Productions Ltd:
- www.thelostestate.com; www.greatchristmasfeast.com; www.greatmaskedball.com; www.greatmurdermystery.com; www.nightsdarklingglory.com; www.jazzage.thelostestate.com; www.welcometothejazzage.com; www.58thstreet.co.uk; www.paradiseunderthestars.com; www.chatnoirlondon.com; and any other website created or owned by the Company in the future.
User / you / your: Any individual or legal entity accessing our Website or content.
Guest: Any individual attending a Show in person, whether they bought the ticket themselves or received it from a Lead Booker.
Lead Booker: The person who makes the transaction, provides their details, and acts as the administrative contact for the entire group reservation.
Venue: Any location where a Show takes place, including 7-9 Beaumont Avenue (London, W14 9LP), Unit 12, Copeland Park (133 Copeland Road, London, SE15 3SN), or any other location designated by the Company.
Show: Any immersive theatrical production, musical performance, and hospitality experience managed by the Company.
Ticket: A licence giving you entry to a specific Show at a designated time and date, subject to compliance with this Agreement.
Booking: A completed and confirmed reservation of Tickets, products, or pre-ordered services.
Booking Fee: Any administrative or transaction fee applied per ticket or booking at the point of sale.
Dining Experience: The multi-course food and beverage service integrated directly into the narrative and timeline of the Show.
Significant Change: A fundamental change to the Show’s core theme, a date change, or relocation of the Venue to an entirely different postcode area.
Pre-order drinks: Any beverages purchased in advance for consumption at the Venue.
Branding: All logos, trademarks, design elements, and trade names belonging to the Company.
Box Office: The official customer service and ticketing channel operated by the Company (reachable via [email protected]).
Guest Experience Team: Any official guest experience team member employed by the Company for the Show.

PART A – Website Terms

1. Website Use & Service Provision

The Website serves as an information hub and online purchasing platform for our Shows, schedules, menus, and ticket services. Accessing and browsing the Website is free. Users must provide their own secure internet connections and compatible devices to view the site safely.

2. Intellectual Property (Website & Assets)

All digital assets found on our Website—including text, graphics, pricing structures, layouts, software code, and photographic media—are owned exclusively by the Company or its licensors. You may not copy, scrape, modify, distribute, or commercially exploit any website content without our express prior written permission.

3. Third-Party Links

Our Website may occasionally link to external websites (such as transport maps, hotel partners, or local guides). These links are provided for convenience only. We do not endorse, audit, or assume any liability for the privacy practices, content, or accuracy of third-party websites.

4. Mailing List, Data Use, & Preference Management

When you sign up for our mailing list or interact with our site, we process your information in accordance with UK data protection laws. You maintain complete control over your communication preferences. Every marketing email we send contains a clear link allowing you to opt out, unsubscribe, or modify your notification choices instantly.

Further information and the Company’s Privacy Policy can be found here: https://thelostestate.com/privacy-policy.

PART B – Ticket Purchase

5. Booking & Order Confirmation

Accuracy: You must verify that all details entered during checkout (dates, times, email addresses, and dietary selections) are accurate.
Confirmation: Your Booking is official only when payment is cleared and a confirmation email has been sent. The Company holds no responsibility for incomplete checkouts where no confirmation email was issued.
Billing Verification: Orders are subject to credit card validation. If we suspect fraud or are unable to verify billing details after reasonable contact attempts, we reserve the right to cancel the pending order and release the tickets back to general sale.

6. Ticket Rules, Nature, & Resale Restrictions

Nature of the Ticket: Tickets do not confer any property or ownership rights to the holder. They act as a temporary licence that can be withdrawn by the Venue management under the specific safety and conduct terms outlined in Part C.
Resale Protection: To protect our customers from ticket fraud, predatory scalping, and invalid ticket duplicates, Tickets are strictly non-transferable for commercial gain. Tickets found being resold via unauthorised secondary platforms (e.g., Viagogo, StubHub, eBay) will be cancelled immediately without a refund, and the holders will be denied entry to the Venue.

7. Dynamic Pricing Model

The Company operates a dynamic pricing model. Ticket prices change transparently over time based on factors such as:

General consumer demand.
The volume of remaining available seats for a specific date.
Peak vs. off-peak performance times and dates.
How close the booking date is to the performance date.

All prices displayed during checkout are final for that specific transaction. We do not issue retrospective refunds, credits, or price adjustments if ticket prices decrease or increase after you complete your purchase.

8. Payments & Third-Party Platforms

Authorised Trade Partners: If you buy Tickets via an authorised third-party partner (e.g., independent ticketing apps or concierge services), your transaction is governed by their specific payment, refund, and customer service terms. The Company cannot modify, refund, or manage external bookings directly.
Klarna Payments: Where Klarna is available, the credit arrangement is an agreement solely between you and Klarna Bank AB (publ). The Company plays no role in credit approvals. If a Klarna payment fails or is rejected, your Booking will be cancelled automatically.

9. Ticket Delivery & Reservations

Tickets are delivered digitally via email to the address provided by the Lead Booker. Standard reservations can be held unpaid for up to 72 hours. However, if you request a reservation within three (3) days of a scheduled performance, tickets will only be held for a maximum of 24 hours. Unpaid tickets are released automatically back into general inventory once the hold window expires.

10. Refunds & Exchanges

Our refund and exchange rules are clearly categorised as follows:

Tickets are Generally Non-Refundable: Because our tickets allocate seats for a live event on a specific date, they are strictly non-refundable and exempt from the 14-day statutory consumer cooling-off period under the Consumer Contracts Regulations 2013.
Discretionary Ticket Exchanges (Fees Apply): If you can no longer attend, you may request an exchange for an alternative performance of the same production, subject to availability, under these conditions:
- More than 7 days prior to the scheduled show: An administrative fee of £20 per ticket applies, plus any difference in the ticket tier price.
- Between 7 days and 72 hours prior to the scheduled show: An administrative fee of £30 per ticket applies, plus any difference in the ticket tier price.
- Within 72 hours of the performance: No exchanges or adjustments are permitted under any circumstances.
Full Refunds for Cancellation or Significant Changes: If the Company cancels a performance entirely or introduces a Significant Change (such as moving the event to a completely different postcode area or changing the date), you are entitled to a full refund of the ticket price and the accompanying Booking Fee, or an option to rebook within 12 months.
Statutory Rights: Nothing within these provisions overrides or diminishes your statutory protections under the Consumer Rights Act 2015.

11. Cancellations & Auxiliary Costs

If a Show is cancelled by the Company, we will offer to exchange your booking to an alternative date at no extra cost. Should an exchange not be suitable and a refund preferred, we will refund your direct event expenditures only, including: tickets; products (such as Pre-order drinks packages); and third-party ticket protection programmes (such as Secure My Booking). However, the Company is not liable for any auxiliary, out-of-pocket losses incurred by Guests, such as pre-booked train tickets, flights, hotel reservations, or external hospitality bookings.

12. Private Hire Agreements

Exclusive venue bookings, corporate buyouts, or large private hires are managed under distinct, customised contracts. If any clause within a dedicated private hire agreement conflicts with these general terms, the provisions of the specialised private hire contract will take priority.

PART C – Show Attendance

13. Age Restrictions

Unless otherwise specified, all Shows are intended for an adult audience, and guests must be 18 years of age or older to book tickets. By registering with or accessing the Website, you confirm that you are over 18 years of age.

Show-Specific Exceptions:

The Great Christmas Feast: Minors aged 13 years or older may attend when accompanied by a consenting parent or legal guardian and must remain with the adult at all times during the Show.

It is the customer’s responsibility to check the suitability of any performance for minors in their party, regardless of official age guidance.

14. Arrival, Lateness, & Theatrical Timings

The Venue doors open 1 hour before the advertised performance time. Our shows rely on tight technical cues, immersive acting sequences, and a synchronised kitchen service.

Late arrivals will be held at the door and admitted only if and when a natural, safe pause occurs in the performance.
If you miss parts of the show or specific food courses because you arrived late, the kitchen cannot serve missed items out of sequence, and you will not receive partial refunds or compensation.

15. Seating & Table Allocations

To maintain the flow of our immersive environment, all table and seating arrangements are mapped out strictly in advance by our front-of-house team. Tables are frequently shared among different booking parties. Due to the moving sets and multi-directional staging inherent to immersive theatre, views may vary or experience brief, intentional limitations. These subtle variations are a fundamental feature of the art form and do not justify refunds or seating complaints.

16. Accessibility & Companion Tickets

Physical Space: We strive to make our environments welcoming to everyone. Select ground-floor areas feature step-free access or low-profile ramps. However, due to the historic, pop-up, or unconventional nature of our venues, some specialised immersive zones may have physical restrictions for non-transferring wheelchair users. Please contact the Box Office before booking so we can guide you to optimal seating zones.
Complimentary Companion Tickets: Guests with essential, documented access needs (visible or non-visible) where an essential companion is required, are eligible for one complimentary companion ticket. This companion ticket includes full access to the seating tier and the multi-course Dining Experience.
Eligibility Proof: To secure a companion ticket, please email the Box Office in advance with one of the following:
- An Access Card featuring the “+1” symbol.
- A formal letter from a GP, social worker, or recognised disability organisation.
- Any equivalent official documentation verifying the need for an essential companion.

17. Food, Drink, Menus, & Severe Allergies

Our food offerings are prepared as a set menu designed specifically to match the production theme.

Dietary Submission Deadline: The Lead Booker must complete the digital dietary requirement form for their whole booking party (sent via email) no later than 48 hours before the performance. If this form is not submitted in time, guests will automatically be served our standard set menu. The kitchen cannot accommodate new dietary requirements or adjustments on the day of the show.
Severe Allergies: While we offer vegetarian, vegan, and gluten-free variations, all food is processed and prepared within a single, unified kitchen environment. We cannot guarantee a 100% allergen-free space. Guests with life-threatening allergies must carry their personal medical emergency items (such as EpiPens or auto-injectors) at all times.
External Food & Beverage: Bringing external food, snacks, wine, or spirits into the Venue is strictly prohibited.

18. Cashless Venue & Service Charge

Our venues operate on a completely cashless basis; all bars and merchandise stands accept major credit, debit, and mobile payment platforms only. A discretionary service charge will be automatically added to bar purchases at the prevailing rate clearly shown on our menus. In strict accordance with the Tipping Act 2026, 100% of this service charge is pooled and distributed directly to our staff team with zero corporate deductions.

19. Media Releases, Photography, & Public Reviews

Guest Media Restrictions: To prevent distractions for actors and fellow audience members, taking photographs, recording videos, or using flash devices is prohibited during the active performance phases of the Show, unless explicitly stated otherwise by the cast.
Company Media Recording: By entering the venue, you acknowledge that professional promotional photography or video filming may take place. If you prefer not to appear in any marketing materials, please notify our Guest Experience Team clearly upon arrival so we can provide you with an identifying marker.
Review Usage: If you post a public review on open platforms (e.g., Google, TripAdvisor) or send a direct testimonial to our team, you grant the Company a royalty-free, perpetual licence to feature that text in our marketing materials. Where practical possible we will credit your name respectfully and protect your privacy (e.g., “Sarah M.”).

20. Health, Safety, Staging, & Immersive Risks

By entering, Guests acknowledge that our productions are highly sensory, physically dynamic environments. The experience may feature:

Amplified live music and unexpected sound effects.
Flashing or strobe lighting sequences.
Visual haze, theatrical smoke, fog, low-level atmospheric lighting, or brief moments of complete darkness.
Mature themes, strong language, or theatrical combat.

If you have a known pre-existing medical condition that could be triggered by these elements (such as photosensitive epilepsy or severe respiratory issues), please notify the Box Office at the point of booking so we can advise you appropriately.

21. Code of Conduct, Prohibited Items, & Venue Security

The Company prioritises a safe, respectful environment for all staff, actors, and guests.

Security Screening: As a condition of entry, our security team reserves the right to search bags and personal items.
Alcohol & Substance Control: We enforce a zero-tolerance policy regarding illegal drugs and weapons. We reserve the right to refuse service to any individual who appears overly intoxicated and to remove anyone displaying aggressive, disruptive, or unsafe behavior.
Prohibited Items: Inside the venue, smoking, vaping, using e-cigarettes, bringing unauthorized table decorations (e.g., loose confetti, helium balloons, open-flame candles), or carrying items that pose a fire hazard are strictly forbidden.
Interference with Performers: Guests must not heckle, display unwanted physical contact toward actors or front-of-house staff, or attempt to cross performance boundaries into restricted set areas. Anyone removed from the venue for behavioral violations forfeits their right to a refund or compensation.
CCTV: For public safety and crime prevention, continuous closed-circuit television (CCTV) monitoring operates throughout our venues. Footage is recorded and handled securely in accordance with UK data privacy legislation.

22. Dress Code Guidelines

Guests are highly encouraged to dress up in themed, smart, or period-appropriate attire to enhance the fun, collaborative nature of our immersive shows. However, entry will never be denied simply for failing to dress on-theme. Refusal of entry based on clothing applies only if an individual’s attire:

Features explicitly offensive language, slurs, or graphic imagery.
Poses an open health and safety hazard to other guests or the wearer.
Features sharp components or materials that risk scratching or destroying the hand-crafted sets, props, or costumes.
Footwear note: Due to uneven floors and moving elements, high heels and loose footwear are worn entirely at the guest’s own risk.

23. Intellectual Property (Live Performance Content)

The live experience elements—including the original script dialogue, live musical arrangements, choreography, unique food and beverage designs, lighting configurations, and costume pieces—are the proprietary artistic property of the Company. You may not record, duplicate, or replicate these artistic concepts for any commercial usage or public distribution.

24. Real-Time Issue Resolution & Feedback

At the Show: If you experience an issue, discomfort, or logistical problem during your visit, you must notify a member of the Guest Experience Team immediately at the Venue. This gives our team a real-time opportunity to correct the situation, adjust your seating, or address food issues.
Post-Event: If your concern requires further review, formal complaints must be emailed to [email protected] within 14 days of your attendance date. Please provide the Lead Booker’s name, booking reference number, and a detailed summary of your feedback. Delays past 14 days severely limit our capacity to investigate or review staff logs and CCTV footage accurately.

PART D – Legal

25. Limitation of Liability

Nothing in this Agreement limits any rights you have under English consumer law. Subject to that, the Company’s liability is allocated as follows:

What we are responsible for: We accept responsibility for any financial loss or physical damage you suffer if it is a direct, reasonably foreseeable result of our breach of contract, or if it stems from a breach of our legal duty of care. Crucially, nothing in this agreement limits or excludes our liability for death or personal injury caused directly by our negligence, fraud, or any other liability that cannot be legally restricted under the Consumer Rights Act 2015.
What we are not responsible for: The Company is not legally or financially responsible for indirect losses, unexpected external expenses, loss of opportunity, loss of business, or subjective losses relating to “loss of enjoyment.” We are not liable for any third-party travel, accommodation, or external hospitality costs that you organized independently around the show.
Financial Liability Cap: Outside of cases involving direct physical injury or fraud, our total aggregate liability to you regarding any claim or booking issue is strictly capped at the total amount actually paid by you for that specific Booking (including Ticket prices and Booking Fees).

Property Damage Note: The Company reserves the right to seek full financial restitution from the Lead Booker for any intentional or reckless structural damage caused to our venue properties, interactive props, or technical sets by themselves or members of their booking party.

26. Personal Property Disclaimer

All coats, bags, and personal belongings brought into the Venue or our cloakroom are kept at your own risk. The Company does not operate a high-security checked storage locker service and assumes no liability for the loss, theft, or accidental damage of personal property. Items left behind at the venue will be held in our lost property log for exactly 30 days before being donated to local charities or responsibly disposed of.

27. Force Majeure Events

The Company is not liable or legally in breach of contract if a show must be altered, cut short, or cancelled due to events completely outside of our practical control. This includes (but is not limited to) natural disasters, grid-wide power failures, structural fires, labour strikes, sudden government emergency restrictions, public health pandemics, severe localised weather hazards and unforeseen mechanical breakdown or equipment failure. In these extraordinary instances, the Company reserves the corporate right to reschedule the performance or issue account credits without liability for additional out-of-pocket guest compensations.

28. Severability & Entire Agreement

Severability: If a court or legal authority determines that any specific clause within this Agreement is invalid, illegal, or unenforceable, that specific clause will be removed or modified to the minimum extent necessary. The remaining sections of these Terms and Conditions will continue to stay fully active, legal, and binding.
Entire Agreement: This document constitutes the absolute final and complete agreement between you and TLE Productions Ltd. It completely replaces and supersedes any previous verbal promises, website text drafts, informal emails, or promotional descriptions.

29. Governing Law & Jurisdiction

This Agreement, its core terms, and any legal disputes or consumer claims arising from it are governed completely by the laws of England and Wales. Both the Company and the purchasing Customer agree to submit explicitly to the exclusive jurisdiction of the Courts of England and Wales to resolve any legal proceedings.

The Lost Estate Productions Ltd

Registered Address: 3 East Point, Seal, Sevenoaks, Kent, TN15 0EG.

Company Registration Number: 11796510

Contact Email: [email protected]