GENERAL TERMS AND CONDITIONS

1. General provisions

These General Terms and Conditions (hereinafter: Terms) govern the relationship between Elephant Escape j.d.o.o., Ulica Antuna Bauera 38, 10000 Zagreb, OIB: 25746080694 (hereinafter: Service Provider) and the user of the service (hereinafter: Customer).

By using the website and/or booking the service, the Customer confirms that they have read these Terms and accept them in full.

2. Description of the service

The Service Provider organises an escape room entertainment and recreational activity, in which participants stay in a themed room with the goal of solving puzzles within a set time limit.

The room in which the game takes place is equipped with audio and video monitoring for the safety of participants, following the course of the game and assistance by the game master.

3. Age restrictions

Persons over the age of 14 may take part in the game unaccompanied, unless otherwise agreed in advance with the Service Provider.

Minors under the age of 14 may take part only when accompanied by a parent or legal guardian, who assumes full responsibility for the child and signs the relevant statement before the game begins.

4. Booking and conclusion of the contract

The service can be booked via the website, by phone or through other available communication channels.

The service contract is deemed concluded at the moment the Service Provider confirms the booking.

5. Prices, payment and cancellation

Service prices are displayed on the Service Provider's website and depend on the number of participants. All prices are in euros and include all applicable taxes.

Payment is made on site after the game, unless otherwise agreed in advance, in which case payment can be made by bank transfer before the booked time.

Bookings can be cancelled or rescheduled no later than 24 hours before the booked time.

In the event of cancellation within 24 hours of the booked time or a no-show:

if a bank transfer has been made, the Service Provider reserves the right to retain the amount paid
if no bank transfer has been made, the Service Provider reserves the right to refuse future bookings from the Customer

5.a Gift vouchers

A gift voucher can be ordered through the form on the website, for an amount of the Customer's choice within the range stated in the form. The voucher is paid by bank transfer to the Service Provider's account using the details the Customer receives by e-mail after ordering, or in cash at our venue by prior arrangement.
The gift voucher is activated once payment has been received. A digital voucher is sent in PDF format to the Customer's e-mail address; a printed voucher is collected at our venue.
The gift voucher is valid for 6 months from the date of purchase and can be used once, for one game. If the price of the game exceeds the voucher value, the difference is paid on site. Any remaining value cannot be exchanged for cash or transferred to another game. Discounts do not apply to gift voucher purchases. The gift voucher is transferable and can be used by anyone holding a valid voucher code. After the validity period expires, the voucher cannot be used or exchanged for cash.

6. Right of withdrawal

For game bookings, the Customer has no 14-day right of withdrawal, as this is a leisure service tied to a specific date and time.
The Customer may withdraw from the purchase of a gift voucher bought via the website within 14 days of purchase without giving any reason, provided the voucher has not been used. The Customer sends the withdrawal statement to elephantescapezg@gmail.com, and the Service Provider refunds the amount paid within 14 days of receiving the statement, to the same account from which the payment was made.

7. Customer's rights and obligations

The Customer must:

follow the game master's instructions
observe the rules of conduct and safety instructions
handle the premises, furnishings and equipment with care

The Customer is liable for any damage they intentionally cause to the Service Provider's premises or equipment.

The Service Provider reserves the right to refuse entry to, or stop the game for, persons visibly under the influence of alcohol or other intoxicating substances, without a refund.

Before the game begins, the Customer signs a separate statement confirming that they are aware of the rules, risks and conditions of participation.

8. Liability

The Customer takes part in the game at their own risk, taking into account the nature of the activity (being in an enclosed space, reduced visibility, mental challenges and similar).

These Terms do not exclude the Service Provider's liability for damage caused intentionally or through gross negligence.

9. Force majeure

In the event of force majeure (natural disasters, technical failures or other unforeseeable events), the game may be interrupted or postponed.

If the game cannot be continued, the Customer will not be charged or will be offered a replacement booking.

10. Intellectual property

The content of the game, including but not limited to puzzles, solutions, mechanisms, story, set design, room design and the way the game is run, is the copyrighted work of the Service Provider and is protected by applicable copyright law.

Without the Service Provider's prior written consent, the Customer may not:

reproduce, copy or use puzzles, solutions or other elements of the game for commercial purposes,
use the content of the game to develop or promote their own or third-party commercial projects.

Informally sharing impressions or descriptions of the experience (e.g. personal experiences, recommendations) is allowed, provided it does not systematically reveal the game's solutions or mechanisms.

In the event of a breach of these provisions, the Service Provider reserves the right to protect its copyright in accordance with applicable law.

11. Personal data protection

Customers' personal data are processed in accordance with the Privacy Policy available on the Service Provider's website and the General Data Protection Regulation (GDPR).

12. Complaints

The Customer may submit a written complaint to the e-mail address: elephantescapezg@gmail.com.

The Service Provider undertakes to respond to a written complaint within 15 days of receiving it.

13. Final provisions

These Terms are governed by the law of the Republic of Croatia. Any disputes fall under the jurisdiction of the competent court in Zagreb, unless consumer protection regulations provide otherwise.

The Service Provider reserves the right to amend these Terms; amendments take effect on the day they are published on the website.