Terms and Conditions

1. The entity providing the services is Escape spółka z ograniczoną odpowiedzialnością, Os. Złotej Jesieni 7, 31-827 Kraków, NIP: 6783182806
2. Every person making a reservation on the escapekrakow.pl or locke.pl website or making payments through the payment operator Krajowy Integrator Płatności S.A. (hereinafter KIP) is obliged to familiarize themselves with these terms and pass on the information to the other game participants.
3. Participants are required to comply with these terms and the instructions of the staff.
4. Reservation
   1. Reservations can be made using the escapekrakow.pl or lockme.pl website.
   2. When making a reservation, the following information must be provided:
      1. number of participants
      2. name of the selected room
      3. date and time of the reservation
      4. contact phone number
      5. email address
      6. additional information (e.g., invoice, voucher usage, discount code redemption, etc.)
   3. The confirmation of the reservation is an automatic email sent to the person making the reservation. In case of no confirmation, please contact us by phone.
   4. Reservations can be canceled or changed by phone, email, or in person no later than 24 hours before the scheduled game.
   5. Payments for reservations that have not been canceled or changed within 24 hours before the planned visit are non-refundable.
5. Game:
   1. Please arrive at the game location 10 minutes before the scheduled start time. Do not arrive earlier. In case of delay, it may be necessary to shorten or cancel your game - unfortunately, in such a situation, no refund will be given.
   2. There is one room available for players: Osiris' Heart.
   3. Restrictions:
      1. Persons under the age of 13 can participate in the game only accompanied by an adult.
      2. Participation of disabled individuals or individuals with limited physical abilities - only with a companion. Prior notification of such a situation is required. The staff may decide that supervision will be required during such a game, or the game may not be able to take place due to participants' safety.
   4. The game in the Osiris' Heart room requires participants to have good physical fitness necessary for moving in a low space (below 1 meter). If you have any doubts, please contact us.
   5. The game can be played by 2 to 5 players.
   6. The game in the Osiris' Heart room lasts 90 minutes. Additional 30 minutes should be reserved for organizational matters.
   7. Individuals under the influence of alcohol or other intoxicating substances will not be allowed to play.
   8. Due to the nature of the game (room photos are not published anywhere to allow players to enjoy the surprise), taking photos or videos is not allowed.
   9. Please leave phones and other devices in lockers or with the staff.
   10. In the event of taking photos or videos during the game, the game master ends the game, and the participants must leave the room.
6. Safety rules:
   1. The main door to the room is always open.
   2. Each room has a safety button that opens all other doors, activates emergency lighting, cuts off power to the room, and thus ends the game.
7. In case of non-compliance with the provisions of the regulations and/or staff instructions, the staff has the right to remove game participants from the premises. In such a case, no refund will be given to the game participants.
8. The organizer is not liable for any damage to property or personal belongings caused by the participants.
9. In matters not regulated by these regulations, the provisions of the Civil Code shall apply accordingly.
10. All participants take part in the game at their own risk.
11. Participants agree not to obstruct or disturb other individuals enjoying the game in the venue.
12. Payments can be made on-site in cash, by credit card, or by voucher.
13. The price list is available on the https://lockme.pl/en/company/escape-krakow website and depends on the room, time, and day of the week.
14. By making a reservation via the lockme.pl portal, you agree that this portal provides access to your personal data on general terms in the lockme.pl Regulations.
15. By making a payment through the KIP operator, you agree that the operator provides access to your personal data on the basic principles set out in the KIP Services Regulations.
16. Processing of personal data: By booking an escape room through the website, you must provide your personal data necessary for order fulfillment, including your name, email address, and phone number. In the case of voucher reservations by courier or traditional mail, you also provide your address. In the case of an invoice request, we also receive your personal data. By making a reservation in our system, you automatically consent to their processing for the purpose of reservation fulfillment and for marketing purposes related to the escapekrakow.pl offer.
17. Complaints
    1. Complaints regarding non-performance or improper performance of the service should be sent in writing or to the e-mail address: escapekrakow.kontakt@gmail.com and specify:
       1. personal data of the person submitting the complaint enabling contact with him/her,
       2. reservation number (if applicable),
       3. a concise description of the objections related to the complaint,
       4. circumstances justifying the complaint.
    2. The Service Provider is obliged to respond to the complaint within 14 days from the date of its receipt, indicating whether it accepts the complaint and how and within what time it intends to resolve it, or informing about the lack of grounds for accepting the complaint and justifying its position. If the Service Provider does not respond to the complaint within the period referred to in the previous sentence, it is considered that it has accepted the complaint.