Terms & Conditions

1. Introduction

2. Definitions

For the purposes of these Terms:

  • “Applicant” / “You” means the individual enrolling in MASS.
  • “Participating Operator” means any AGC operator participating in MASS.
  • “Participating Venue” means any individual MSA AGC operated by a Participating Operator.
  • “Main MSA” means the Motorway Service Area selected by you at enrolment as the central reference point for exclusion.
  • “Exclusion Period” means the self-exclusion period selected by you at enrolment, being a minimum of six (6) months and a maximum of twelve (12) months, in monthly increments.
  • “Thinking Period” means the six (6) month period immediately following completion of the Exclusion Period.
  • “Reinstatement” means the formal removal of your exclusion during the Thinking Period.
  • “MASS App” means the public-facing web or mobile application used to enrol, extend or renew your exclusion.
  • “Facial Recognition Technology” means biometric systems used to assist in identifying excluded individuals.
  • “ANPR” means Automatic Number Plate Recognition technology.

3. Participating Operators

  • MASS operates as a multi-operator self-exclusion scheme comprising licensed Motorway Service Area Adult Gaming Centre operators who have formally agreed to participate in the scheme (“Participating Operators”).
  • Only venues operated by Participating Operators are covered by MASS.
  • A current list of Participating Operators and Participating Venues will be maintained on the MASS website and/or MASS App and may be updated from time to time.
  • Participation in MASS does not affect an operator’s independent regulatory obligations under its Gambling Commission licence.
  • MASS may add or remove Participating Operators from the scheme from time to time. Where an operator joins the scheme, its venues will become subject to active exclusions in accordance with the scope selected by each excluded individual.
  • If a Participating Operator ceases to participate in MASS, exclusions will remain applicable to venues until reinstated or auto expired.

4. Eligibility

  • You must be aged 18 or over.
  • You must voluntarily request exclusion.
  • You confirm that all information provided is accurate and complete.

5. Enrolment

  • You may enrol in MASS:
    • Via the MASS App; or
    • In person at a Participating Venue.
  • At enrolment you must:
    • Select a Main MSA;
    • Select an Exclusion Type (see Section 6);
    • Provide your full legal name and contact details;
    • Provide a recent head-and-shoulders photograph.
  • Where enrolment is completed via the MASS App, you must also provide valid government-issued photographic identification for the purpose of identity verification.
  • Where enrolment is completed in person at a Participating Venue, identity may be verified by the Participating Operator in accordance with its internal procedures and regulatory obligations.
  • Your Exclusion Period begins at the point your enrolment is submitted via the MASS App or completed in person at a Participating Venue.
  • Following submission, your details will be processed and distributed to Participating Operators as soon as reasonably practicable.
  • You acknowledge that, while reasonable steps will be taken to implement your exclusion promptly, there may be a short administrative period before all Participating Operators’ systems are updated.
  • You acknowledge that, while reasonable steps will be taken to remove you from marketing communications and promotional databases of Participating Operators following submission of your self-exclusion, there may be a short administrative period before all systems are updated. During this period, you may continue to receive communications that were already scheduled or in process.

6. Exclusion Types

At enrolment, you must select one of the following:

  • Single Site Exclusion
    Exclusion from one identified Participating Venue located within your selected Main MSA.
  • Brand Exclusion
    Exclusion from all Participating Venues operated under a specified brand name.
  • All MSA Exclusion
    Exclusion from all Participating Venues located within Motorway Service Areas participating in MASS.
  • Standard MSA Radius Exclusion
    Exclusion from Participating Venues located within Motorway Service Areas falling within a selected radius of your Main MSA.

7. Standard MSA Radius Exclusion

  • If you select a Standard MSA Radius Exclusion:
    • You must choose a radius between 50 kilometres and 200 kilometres, in increments of 25 metres.
    • The radius will be measured from the recognised geographic boundary or designated central reference point of the Main MSA.
  • All Participating Venues located within Motorway Service Areas falling within the selected radius will be included in your exclusion.
  • MASS will determine inclusion using mapping and geolocation systems.
  • Minor mapping variances may occur. Reasonable steps will be taken to ensure accuracy, but absolute precision cannot be guaranteed.

8. Automatic Inclusion of New MSAs

  • If a new Motorway Service Area or Participating Venue opens during your Exclusion Period or Thinking Period and falls within your selected exclusion scope, it will automatically be included.
  • No further consent or notification is required for automatic inclusion.

9. Duration of Exclusion

  • At enrolment, you must select an Exclusion Period between six (6) months and twelve (12) months, in monthly increments.
  • Your Exclusion Period will begin in accordance with Section 5.6 and will remain in place for the full period selected.
  • Following completion of the Exclusion Period, a six (6) month Thinking Period will apply, during which your exclusion will remain in place unless you request Reinstatement or extend or renew your exclusion.
  • If you take no action during the Thinking Period, your exclusion will automatically expire at the end of that period.

10. Reinstatement

  • During the Thinking Period, you may request Reinstatement.
  • Reinstatement must be completed in person at a Participating Venue.
  • Upon Reinstatement:
    • Your exclusion will end;
    • The 24-hour cooling-off period described in Section 11 will apply.
  • Your personal data will be anonymised six (6) months after you have completed a reinstatement.

11. 24-Hour Cooling-Off Period

  • A mandatory 24-hour cooling-off period applies following Reinstatement.
  • During this period you may:
    • Reverse the reinstatement;
    • Extend your exclusion; or
    • Renew your exclusion.
  • If you notify MASS or a Participating Venue within 24 hours requesting continuation, the Reinstatement will be cancelled and your exclusion may be extended or renewed without interruption.

12. Automatic Expiry

  • If you do not request Reinstatement, renewal or extension before the end of the Thinking Period, your self-exclusion will automatically expire.
  • Automatic expiry takes effect immediately upon completion of the Thinking Period.
  • No confirmation notice is required for expiry to take effect, although MASS may issue a courtesy notification via the MASS App or by email where contact details are available.
  • Upon automatic expiry:
    • You will no longer be recorded as actively self-excluded under MASS;
    • Participating Operators will no longer be required to restrict your entry under the scheme;
    • Monitoring measures applied solely for enforcement may be deactivated in accordance with the MASS Privacy Policy.
  • Following automatic expiry, you may re-enrol in MASS at any time.
  • Your personal data will be anonymised six (6) months after auto expiry.

13. Breach of Exclusion

  • If you enter a Participating Venue or gambling area during an active exclusion:
    • You may be refused entry;
    • You may be required to leave immediately;
    • You may be subject to additional restrictions at the discretion of the Participating Operator.
    • The Participating Venue will record the breach against your exclusion record.
  • Any monies staked by you while in breach of your self-exclusion, and any winnings arising from those stakes, may be forfeited at the discretion of the Participating Operator.
  • Any gambling losses incurred by you while in breach of your self-exclusion will not be reimbursed.
  • Repeated or deliberate breaches may result in extended exclusion periods or permanent exclusion at operator discretion.

14. Compliance and Monitoring

  • Participating Operators will take reasonable and proportionate steps to prevent individuals subject to an active exclusion from entering gambling areas within Participating Venues.
  • Operators may use, where appropriate:
    • Photographic records;
    • Facial Recognition Technology;
    • ANPR systems;
    • Staff training and internal procedures.
  • Such measures are used solely for the purposes of enforcing self-exclusion, preventing gambling-related harm and supporting regulatory compliance, in accordance with applicable data protection legislation.
  • You acknowledge that, despite reasonable measures being implemented, prevention of entry cannot be guaranteed in all circumstances.
  • Participating Operators are licensed by the Gambling Commission and are subject to regulatory obligations under the Licence Conditions and Codes of Practice (LCCP), including requirements relating to self-exclusion. MASS operates as part of the framework through which these regulatory obligations are supported across participating MSA AGCs.

15. Data Protection

  • Personal data collected under MASS may include:
    • Contact details;
    • Photographs;
    • Biometric identifiers (including data derived from Facial Recognition Technology);
    • Vehicle registration information;
    • Self-exclusion status and related behavioural indicators.
  • Certain information processed under MASS may constitute special category personal data within the meaning of UK data protection legislation.
  • Such data will be processed strictly for:
    • Identity verification;
    • Enforcement of self-exclusion;
    • Prevention of gambling-related harm;
    • Regulatory compliance.
  • Personal data will be handled in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the MASS Privacy Policy, which provides full details of lawful basis, retention periods and individual rights.

16. Limitations of Liability

  • MASS and Participating Operators shall not be liable for losses arising from:
    • Failure to identify you;
    • Your breach of exclusion;
    • Indirect or consequential loss.
  • Nothing in these Terms limits liability where it cannot lawfully be excluded.

17. Complaints

  • Complaints should be directed to the relevant Participating Operator of the Main MSA selected during your exclusion.
  • Unresolved complaints may be escalated to the MASS administrator or relevant dispute resolution provider.

18. Amendments

  • These Terms may be amended from time to time.
  • Updated versions will be published on the MASS website and App.

19. Governing Law

  • These Terms are governed by the laws of England and Wales.