Terms & Conditions

    The entity providing the services is Escape spółka cywilna (civil partnership), Os. Złotej Jesieni 7, 31-827 Kraków, Poland, VAT ID (NIP): 6783182806.

    Everyone making a booking on escapekrakow.pl, lockme.pl, or making a payment through the payment operator Krajowy Integrator Płatności S.A. (hereinafter KIP) is obliged to read these terms and conditions and to pass their content on to the remaining participants of the game.

    Participants are obliged to comply with these terms and conditions and with the instructions of the staff.

    Booking

    Bookings can be made via escapekrakow.pl or lockme.pl.

    When making a booking, the following information must be provided:

    • number of participants,
    • name of the chosen room,
    • date and time of the booking,
    • contact phone number,
    • email address,
    • additional information (e.g. invoice, use of a voucher, redemption of a discount code, etc.).

    A booking is confirmed by an automatic email sent to the person making it. If no confirmation is received, please contact us by phone.

    A booking can be cancelled or changed by phone, email, or in person no later than 24 hours before the scheduled game.

    Payments for bookings that were not cancelled or changed 24 hours before the scheduled visit are non-refundable.

    The game

    Please arrive at the venue 10 minutes before the game starts. Please do not arrive earlier. In the event of being late, we may be forced to shorten your game or even cancel it - unfortunately, no refund is due in such a situation.

    One room is available for players: Heart of Osiris.

    Restrictions

    • People under 13 years of age may take part in the game only in the company of an adult.
    • Participation of people with disabilities or reduced physical fitness - the game only with an accompanying person. Such a situation must be reported in advance. The staff may decide that supervision is required during such a game, or that the game cannot take place for the safety of the participants.
    • The Heart of Osiris room requires good physical fitness from participants, needed to move in a low space (below 1 metre). If in doubt, please contact us.
    • From 2 to 5 players can take part in the game.
    • The game in the Heart of Osiris room lasts 90 minutes. An additional 30 minutes should be reserved for organisational matters.
    • People under the influence of alcohol or other intoxicants will not be allowed to play.
    • Due to the nature of the experience (photos of the room are not published anywhere, so that players can enjoy the surprise), taking photos or recording videos is not allowed.
    • Please leave phones and other devices in the lockers or with the staff.
    • If photos or videos are taken during the game, the game master ends the game and the participants must leave the room.

    Safety rules

    • The main door to the room is always open.
    • Each room has a safety button which opens all other doors, at the same time turning on the emergency lighting, cutting off the power to the room and thereby ending the game.

    In the event of failure to comply with the terms and conditions and/or the staff's instructions, the staff has the right to ask participants to leave the premises. In such a case, no refund is due to the participants.

    The organiser is not liable for property or personal damage caused by the fault of the participants.

    In matters not governed by these terms and conditions, the relevant provisions of the Polish Civil Code shall apply.

    All participants take part in the game at their own risk.

    Participants undertake not to hinder or disturb the game of other people using the premises.

    Payments

    On-site payments can be made in cash, by payment card, or with a voucher.

    The price list is available at https://lockme.pl/pl/firma/escape-krakow and depends on the room, time, and day of the week.

    By making a booking through the lockme.pl portal, you agree that this portal gains access to your personal data under the terms set out in the lockme.pl Terms of Service.

    By making a payment through the KIP operator, you agree that the operator gains access to your personal data under the terms set out in the KIP Terms of Service.

    Processing of personal data

    When booking an escape room through the service, you must provide the personal data necessary to fulfil the order, i.e. your first and last name, email address, and phone number. When ordering a voucher by courier or traditional mail, you also provide us with your address. If you request an invoice, we also receive personal data from you. By making a booking in our system, you automatically consent to the processing of this data for the purposes of fulfilling the booking and for marketing purposes related to the escapekrakow.pl offer.

    Complaints

    A complaint regarding the non-performance or improper performance of the service should be sent in writing or to the email address: escapekrakow.kontakt@gmail.com, and should specify:

    • the details of the person making the complaint, enabling contact with them,
    • the booking number (if applicable),
    • a concise description of the objections related to the complaint,
    • the circumstances justifying the complaint.

    The service provider is obliged to respond to the complaint within 14 days of receiving it, indicating whether it accepts the complaint and how and by when it intends to resolve it, or informing of the lack of grounds to accept the complaint together with a justification of its position. If the service provider does not respond to the complaint within the aforementioned period, the complaint is deemed to have been accepted.