T&C

General Terms and Conditions (GTC) of NEO Escape GmbH for the Booking and Execution of Live Escape Events

1. Scope of the GTC

1.1 These General Terms and Conditions govern the business relationship between NEO Escape GmbH as the organizer and those customers who book a live escape room via “www.neo-escape.de” or otherwise.

1.2 Provider and Organizer
NEO Escape GmbH, Steinstraße 5, 10119 Berlin
Represented by Managing Director Alexander Pevzner (Dipl.-Kfm.)
Registered at the District Court of Berlin-Charlottenburg: HRB 271168 B
VAT ID: DE451603664
Duisburg Branch: Duissernstr. 65, 47058 Duisburg
Phone: +49 203-9751380-0
Email: duisburg (at) neo-escape.de

2. General Provisions for the Service

2.1 NEO Escape GmbH (hereinafter referred to as "the organizer") operates live escape rooms in rooms or room systems. The objective of the events is to solve the puzzles presented within a set time and thus escape the room.

2.2 These terms and conditions apply to all civil law relationships in connection with the live escape rooms.

2.3 By booking an event, purchasing a voucher or other items, or signing an agreement for a special event, the customer accepts these terms and conditions as legally binding within the contractual relationship.

2.4 Conflicting or deviating terms and conditions from the customer are hereby rejected unless the organizer expressly agrees to them in writing. This applies even if the customer references their own terms during the booking process and the organizer renders services without reservation.

3. Bookings and Data Protection

3.1 Bookings are preferably made via the "Bookingkit" system from the service provider bookingkit GmbH ("www.bookingkit.de"). Bookingkit acts as a vicarious agent of the organizer. The booking confirmation entitles the holder only to attend the booked event at the specified time.

3.2 Cancellations or rebookings are generally not possible. Rebookings may be granted as a goodwill gesture by the organizer depending on the remaining time before the appointment and may be subject to a rebooking fee. If the customer fails to attend the event, they forfeit their right to the booked room. The organizer reserves the right to claim compensation for lost revenue, room rental, and staff costs up to the full booking price. Payments made by the customer may be offset against this claim.

3.3 The organizer ensures that customer and participant data will not be shared with third parties without written consent unless necessary for event execution or billing.

3.4 The organizer ensures the confidentiality of customer data in accordance with data protection regulations.

3.5 Group photos are usually taken at the end of each event and, with the customer’s consent, posted on the organizer's Facebook fan page. Each customer may refuse to be photographed or to have the image published at any time.

3.6 Failure to appear at the scheduled event does not release the customer from the payment obligation.

3.7 Changes to a booking (e.g., time or number of participants) are not permitted and remain solely at the organizer's discretion.

4. Vouchers

4.1 Vouchers are valid only for the service listed on them and include VAT.

4.2 Cash payouts of vouchers are excluded.

4.3 Vouchers issued by the organizer expire at the end of the third calendar year following the year of issuance. After this time, the customer is no longer entitled to redeem the voucher.

5. No Actual Imprisonment, Event Procedure

5.1 For safety reasons, participants are never physically prevented from leaving the room. Leaving the room usually ends the event unless it was necessary (e.g., for health issues, fire alarm, etc.).

5.2 The event room and public areas are monitored by video for safety purposes. Recordings are not stored.

5.3 Participants should arrive about 15 minutes before the event to receive instructions from the event host.

5.4 If the event starts late due to the customer, the event time will be shortened accordingly, provided the event can still be completed within the remaining time.

6. Youth Protection, Event Suitability

The organizer ensures compliance with the Youth Protection Act (JuSchG) and reserves the right to check age appropriately. Events are suitable for all participants aged 16 and above who do not suffer from conditions that may endanger themselves or others. Participants under 16 may only attend with an adult.

7. No Right of Withdrawal under Distance Selling Law

By offering online or phone bookings for live escape rooms, the organizer provides leisure services under § 312g (2) No. 9 BGB, and thus, no right of withdrawal applies.

8. Organizer’s Liability and Compensation

8.1 The organizer is not liable for lost clothing or valuables and assumes no duty of safekeeping.

8.2 Claims for damages are excluded except in cases of injury to life, body, health, or material breach of contract caused intentionally or by gross negligence.

8.3 In the event of severe technical defects, the customer may be entitled to a refund. Further claims for damages are excluded unless caused by gross negligence or intent.

9. Code of Conduct for Participants

9.1 The events and room designs are protected under copyright (§ 2 UrhG). Photography or audio/video recording is prohibited unless permitted by the organizer. Unauthorized recording may lead to civil and criminal action.

9.2 Food and drinks may not be brought into the event area unless specifically allowed.

9.3 Smoking is strictly prohibited throughout the venue.

9.4 The organizer may deny access to individuals suspected of being under the influence or otherwise likely to disrupt the event or disturb others.

9.5 Animals are not allowed.

9.6 Customers are expected to treat all furnishings with care. In the case of willful or grossly negligent damage, the organizer may claim damages or press charges.

9.7 Mobile phone use is not permitted during the event. Laser pointers and personal flashlights are prohibited.

9.8 The organizer enforces house rules through event hosts. Their instructions must be followed.

10. Pandemic Regulations

Changes due to pandemic containment regulations are reserved.

11. Severability Clause

If any provision of these terms is invalid or becomes invalid, the remaining provisions shall remain unaffected. The invalid provision shall be replaced with a valid one that comes closest to the original intent.