Sherlock: The Official Live Game aims to be accessible to all, however due to the nature of the experience please call or email before you book to ensure that we can accommodate your specific requirements.

Wheelchair Access

The entire venue is step-free and most wheelchairs are suitable to play the game. We do have a wheelchair that is designed to go through the experience more easily.

The game lasts approximately 100 minutes, so although there are not great distances to walk, guests who are able to walk for short distances may feel more comfortable using a wheelchair.

If you require the use of our wheelchair or have any further questions or requirements, please email info@thegameisnow.com and the team will ensure your needs for the day are met.

Relaxed Game

A relaxed game is open specifically to those with an Autistic Spectrum Condition, sensory and communication disorder or learning disability. There is no strobe lighting or strong smells, but we advise there are loud noises, (ear defenders are available on request), and dark corridors.

We can arrange a walkthrough of the rooms prior to the visit if required. Simply email info@thegameisnow.com with your booking reference to arrange a walkthrough and or request the use of ear defenders.

Sherlock: The Official Live Game is a ticketed, live event. Once a booking is confirmed, refunds, cancellations and rescheduling are not possible. In addition, latecomers will not get a refund or reschedule: much like a theatre show, the show continues with or without you.

Please find a full list of ticketing terms and conditions here: https://www.thegameisnow.com/ticketing-terms-and-conditions.

Covid 19 Sherlock Experience Guarantee:

We offer flexible rescheduling changes up to 24 hours before your booked experience. If you or anyone in your group can provide us with proof of a positive Covid-19 test with a name clearly stated, we will work directly with you to reschedule your game for any period up to 12 weeks from your initial date. This could be results from a PCR test, an NHS notification, or any other appropriate evidence.

Terms and conditions apply.  We have a discretionary rebooking fee of £5 per person

We’re happy to confirm that if you need to reschedule your game due to local government restrictions, then we’ll reschedule you free of charge, or issue you with a gift card valid for up to 24 months. Due to staffing requirements, and the last-minute nature of these restrictions, full cancellations are not permitted and will be charged a 100% cancellation fee.

How does the game work?

Sherlock: The Official Live Game is part immersive experience, part escape room. 

The full experience lasts approximately 100 minutes, with 60 minutes spent in the escape room itself. We can book teams of 4- 6 more people across rooms to play simultaneously.

Will I be actually ‘locked’ in a room?

Doors will automatically shut behind you but if you need to exit for any reason, we will of course let you out. Our game rooms are equipped with automatic doors that lock while in game state, but automatically open in case of an emergency and can be easily pushed open in case of major power failure.

Do I have to speak English?

Sherlock: The Official Live Game requires a basic level of English comprehension, you do not need to be fluent, but you must be able to read and speak English to a good standard.

I’m pregnant, can I play?

Firstly, congratulations! Naturally you can play at your own risk, but there is nothing in the experience that should cause concern. Please keep in mind that there are several instances where you will not have anywhere to sit down as well as some periods of low lighting, so please do tread carefully.

Drunk & Disorderly policy

Due to the nature of Sherlock: The Game is Now’s design and staffing, we are not able to facilitate intoxicated visitors. If you are visibly inebriated, you will be refused entry or your experience curtailed.

In a similar fashion, if you are disruptive, unruly or present a threat to our environments or staff we will be forced to terminate your adventure.

Where is it?

Our network headquarters can be found hidden in plain sight on the ground floor of the West 12 Shopping Centre in Shepherds Bush, W12 8PP. Join us at Doyle’s Opticians where your training mission will begin.

Any problems finding us on the day, please call: 020 8130 0021– If you are running late you must call to advise the team.

There is no strobe lighting or strong smells, but we advise there are loud noises, (ear defenders available on request), and dark corridors.  We can arrange a walk through of the rooms prior to the visit if required.  Simply email info@thegameisnow.com with your booking reference number if you wish to have a walk through and use ear defenders. 

What if I’m late?

Our timing is very precise. Just like a train or a plane, if you miss your timeslot, your experience may proceed without you - and we’re afraid you will not get a refund.

If you are running late, please give us a call on +44 (0) 20 8130 0021 to let us know.

Is there parking nearby?

There is 24-hour parking in the W12 Centre car park per hour or additional car parking at the Westfield Shopping Centre, (approx. 15–20-minute walk away).

There is also limited on-street parking nearby, please check signage to see restrictions.

The complexity of the game is best suited to children age 10+ with adult supervision and 15+ without supervision.

Players between the age of 15 and 17 will need an adult to sign a waiver on their behalf before playing the game. Please find a link to the waiver here.

Children 7+ can be admitted at a parent/guardian’s discretion.

Please note, players will view a covered model of a body and there are dark corridors and loud noises.

You will receive an email in advance of your experience with instructions on how to pre-register.

Please arrive at Doyle's Opticians, (Ground Floor, W12 Shopping Centre, Shepherd's Bush, London W12 8PP), at the exact time of your appointment.

If you are having any issues on the day of your booking, please call us on 020 8130 0021.

Please note, latecomers will not be admitted, and no refunds will be issued.