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TERMS AND CONDITIONS

1. General Provisions

These 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 making a reservation, the Customer confirms that they are familiar with these Terms and fully accept them.

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2. Description of the Service

The Service Provider organises a leisure and entertainment activity of the escape room type, which involves participants staying in a themed space with the goal of solving puzzles within a predefined time period.

The premises where the game takes place are equipped with audio and video surveillance for the purpose of participant safety, monitoring the progress of the game, and providing assistance by the game master.

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3. Age Restrictions

Persons over the age of 14 may participate without accompaniment, unless otherwise agreed in advance with the Service Provider.

Minors under the age of 14 may participate only when accompanied by a parent or legal guardian, who assumes full responsibility for the child and signs the required statement prior to the start of the game.

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4. Reservation and Conclusion of the Contract

Reservations may be made via the website, by telephone, or through other available communication channels.

A service contract is deemed concluded at the moment the reservation time slot is confirmed by the Service Provider.

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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 stated in euros and include all applicable taxes and duties.

Payment for the service is made on-site after the game has been completed, unless otherwise agreed in advance, in which case payment may be made by bank transfer prior to the scheduled time.

Cancellation or rescheduling is possible no later than 24 hours before the scheduled time.

In the event of cancellation within 24 hours before the scheduled time or failure to attend the reserved time slot:

  • if payment was made by bank transfer, the Service Provider reserves the right to retain the paid amount;

  • if no bank transfer was made, the Service Provider reserves the right to refuse future reservations from the Customer.
     

6. Right of Withdrawal

In accordance with the Consumer Protection Act, the Customer does not have the right to unilaterally withdraw from the contract within 14 days, as the service is related to a specific date and time.

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7. Customer Rights and Obligations

The Customer is required to:

  • follow the instructions of the game master;

  • comply with rules of conduct and safety instructions;

  • use the premises, inventory and equipment with due care.

The Customer is liable for any damage intentionally caused to the premises or equipment of the Service Provider.

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

Prior to the start of the game, the Customer signs a separate statement confirming that they are familiar with the rules, risks and conditions of participation.

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8. Liability

The Customer participates in the game at their own risk, taking into account the nature of the activity (enclosed space, reduced visibility, mental challenges, etc.).

These Terms do not exclude the liability of the Service Provider for damage resulting from intentional conduct or gross negligence.

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9. Force Majeure

In the event that the game is interrupted due to force majeure (natural disasters, technical failures or other unforeseeable events), the game may be suspended or postponed.

If continuation of the game is not possible, the Customer will not be charged for the service or will be offered an alternative time slot.

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10. Intellectual Property

The content of the game, including but not limited to puzzles, solutions, mechanisms, storyline, scenography, spatial design and the manner in which the game is conducted, constitutes the intellectual property of the Service Provider and is protected by applicable copyright laws.

Without the prior written consent of the Service Provider, the Customer is not permitted to:

  • reproduce, copy or use puzzles, solutions or other elements of the game for commercial purposes;

  • use the content of the game for the development or promotion of their own or third-party commercial projects.

Informal sharing of impressions or descriptions of the experience (e.g. personal experiences or recommendations) is permitted, provided that it does not involve systematic disclosure of solutions or game mechanisms.

In the event of a breach of these provisions, the Service Provider reserves the right to protect its intellectual property rights in accordance with applicable regulations.

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11. Personal Data Protection

The processing of Customers’ personal data is carried out in accordance with the Privacy Policy available on the Service Provider’s website, and in compliance with the General Data Protection Regulation (GDPR).

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12. Complaints

The Customer may submit a written complaint via email to: elephantescapezg@gmail.com.

The Service Provider undertakes to respond to a written complaint within 15 days from the date of receipt.

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13. Final Provisions

These Terms are governed by the laws of the Republic of Croatia. In the event of a dispute, the competent court in Zagreb shall have jurisdiction.

The Service Provider reserves the right to amend these Terms, with amendments entering into force on the day of their publication on the website.

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