Terms & Conditions

These terms govern your use of the Unknown Sender website, the Unknown Sender mobile app, and your participation in any Unknown Sender experience. By using this website, the app, or booking a ticket, you agree to these terms.

Unknown Sender is operated by Treadwell21, a company registered in England and Wales, company number 16996311, with registered address at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Contact: hello@unknownsender.co.uk.

About the experience

Unknown Sender is a real-world, story-led mystery played on foot through a UK city. Players receive messages, images and other content through the Unknown Sender app on their phone, and follow clues through real streets and venues. Sessions last approximately 90–120 minutes.

Participation requires:

• A smartphone (iOS or Android) capable of installing the Unknown Sender app, available on the App Store and Google Play.
• An active mobile data connection for the duration of the session.
• Sufficient battery to complete the session (we recommend at least 80% at start, and bringing a portable battery).
• The ability to walk and stand for the full session.

Players are responsible for their own safety, including observing traffic rules and the law at all times. See our Before you play brief.

Eligibility

Players must be 18 years of age or over. By booking, you confirm that you and every member of your team meet this age requirement.

Tickets and bookings

Tickets are sold through this website in pounds sterling (GBP), processed by Stripe. A booking is confirmed once payment has been received and a confirmation email issued. Each ticket is valid for 90 days from purchase and can be redeemed once.

Refunds and cancellations

See our Refund Policy. Briefly: full refund within 14 days of purchase if you haven’t started; transfers to another player allowed any time within the 90-day validity window; once started, tickets are non-refundable.

Conduct during the experience

Players must behave lawfully and respectfully towards other players, members of the public, and staff at any venues featured in the experience. We reserve the right to terminate a session, without refund, if a player behaves in a way that is unsafe, abusive, or that puts the experience or other people at risk.

Personal property

You are responsible for your own belongings during the experience. Unknown Sender is not responsible for any theft, loss or damage to personal property. See Before you play for practical guidance.

Leaderboards

By completing a session you agree that your team name and score may be displayed on the public leaderboard for that game. No personal information beyond team name is published. You can request removal from the leaderboard at any time by email.

Intellectual property

All content on this website and within the experience, text, images, narrative, software, is the property of Treadwell21 unless otherwise stated. You may not copy, reproduce or commercially exploit any part of it without our written permission.

Liability

The experience takes place in real public spaces. We are not responsible for the actions of third parties or for events outside our reasonable control. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be limited or excluded.

Complaints

If something has gone wrong, please tell us so we can put it right. Email hello@unknownsender.co.uk with a short description of what happened and your booking code where applicable. We aim to acknowledge complaints within two working days and to resolve them within ten working days.

If we’re unable to resolve your complaint to your satisfaction, you may have the right to refer it to an Alternative Dispute Resolution (ADR) provider, or to take it to the county court. Nothing in this process affects your statutory rights under UK consumer law.

Governing law

These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Changes to these terms

We may update these terms from time to time. The date at the top of the page indicates when they were last changed.