General Terms and Conditions

1. By making a reservation, the customer acknowledges having read, understood, and accepted all of the following conditions in their entirety.

2. These general terms and conditions apply to any natural or legal person in the context of commercial exchanges with Evasion Room SRL, whose registered office is located at 24 rue du Mouton Blanc, 4000 Liège (Belgium).

3. Evasion Room offers event entertainment services and cognitive games, commonly referred to as “Escape Room,” “Escape Game,” or “real-life escape game.”

4. Duration of the game: The actual duration of the game is one hour (60 minutes). It is preceded by a period of approximately 10 minutes during which the game master explains to the team of players the rules of the game, safety instructions, and general advice to help them make the most of their experience in the game room. This period also allows players who wish to use the restrooms available to customers.

5. At the end of the game session, the game master will devote approximately 5 minutes to a debriefing to answer players’ questions about the puzzles they were unable to solve.

6. Punctuality: Customers are required to arrive at the time indicated in the reservation confirmation email. Any delay on the part of the customer may be deducted from their playing time. In all cases, the Evasion Room team may end the session without any further compensation if it has not been completed 80 minutes after the scheduled arrival time indicated in the confirmation email.

7. Indeed, a minimum period of 20 minutes is required by the team to reset the game room and its mechanisms and to provide a quality service to the customers of the next time slot. Although a waiting room is available, customers are also asked not to arrive too early so that the Evasion Room team can welcome them under optimal and friendly conditions.

8. Minimum age: The recommended minimum age for the game is 14 years. Players aged 8 years and older are nevertheless admitted if accompanied by a responsible adult. Although maturity, observation skills, and analytical ability may vary greatly from one individual to another, the Evasion Room team informs the customer that the game may seem too complex for young children and teenagers under 14 years of age. However, it is possible for one or two young players to enjoy the game if accompanied by older and familiar players who can guide and encourage them (for example, parents and their children).

9. The Evasion Room team reserves the right to verify participants’ ages using their identity cards. For reservations made at a promotional student rate, the Evasion Room team may also require each participant to present a valid student card issued by a Belgian institution, or failing that, an international student card. Promotional offers reserved for students apply only to students up to the age of 26 inclusive.

10. Evasion Room offers its services at its premises located on the 3rd floor of the building at 24 rue du Mouton Blanc, 4000 Liège (Belgium). These premises are only accessible by stairs. No elevator or lift is available. Unfortunately, we must advise persons with reduced mobility not to participate in our activities.

11. Reservations are made via the website at least 24 hours before the desired time slot, or directly by telephone within that timeframe. Online reservations are confirmed as soon as the deposit payment is recorded and a confirmation email is sent to the email address provided by the customer.

12. Reservations made by telephone less than 24 hours in advance are considered firm and final, and any cancellation will result in a flat-rate penalty of €50 VAT included to compensate for the loss of income from the time slot wrongly blocked. However, this amount may be credited to the customer provided that another reservation is made within 30 calendar days.

13. Customers may change the number of participating players on the day of the activity. However, this number cannot be fewer than 2 players per room, and 5 players per team for the urban escape game “Hangover.” Any price difference in favor of the customer due to a change in the number of participants will be converted into a voucher. A refund will only be possible subject to a flat-rate deduction of €20 for administrative and accounting costs.

14. Payment: Payments are made online, via the PayPal system or by credit card. If the customer wishes to pay by bank transfer, they must indicate in the payment reference the name, number of players, date and time of the reserved session, and any promotional code.

15. If the time frame is too short for the transaction to be confirmed on the company’s bank account, the customer must provide proof of transfer (e.g., an electronic copy of a bank statement) no later than before the start of the game session. In the event of non-payment, all collection costs shall be borne by the debtor.

16. Unless otherwise specified (such as invoices to legal entities), payment must be made no later than the day of the activity, either before or immediately after the game session.

17. Beyond this, Evasion Room SRL shall be entitled to claim €45 in administrative fees for handling the late payment, as well as annual late payment interest of 10% in accordance with the European directive on late payments.

18. Gift vouchers: Customers holding a gift voucher are invited to check the available time slots for each Room, as listed on the company’s website. Once a time slot has been chosen, they are invited to promptly contact the company by email or telephone to block the desired game session.

19. If, in the meantime, another customer confirms a reservation via the online payment platform, the customer holding the gift voucher will be asked to choose another time slot. If the value of the gift voucher is insufficient for the desired reservation, the difference must be covered by the customer.

20. Cancellations and reservation changes: Requests for cancellation or modification must always be sent by email.

21. In case of cancellation or modification at least 7 calendar days before the reserved session, the customer will be refunded 85% of their order amount, with the company retaining 15% as administrative fees.

22. In case of cancellation or modification between 2 and 6 calendar days before the reserved session, the customer will be refunded 50% of their order amount. For cancellations less than 2 days before the reserved session, no refund will be possible.

23. During the game session, coats, bags, and other personal belongings may be left in the coat racks or designated areas indicated by the game master, under the full responsibility of the customer.

24. Under no circumstances shall the company or its staff members be held liable for loss, theft, damage, or disappearance of the customer’s personal belongings. The company advises customers not to bring valuables with them when participating in an Evasion Room session.

25. Lost items: If staff find an item forgotten by a customer in the cloakroom, waiting room, or storage lockers, it will be kept for a maximum of 7 calendar days. After this period, if no customer has retrieved it, the company will dispose of the item. It is furthermore the customer’s responsibility to come and collect the item at a time when staff are present on-site (to be confirmed in advance with the company, as staff may telework when no reservations are scheduled). Perishable goods and bulky items will not be kept and will be disposed of immediately.

26. Confidentiality: Customers are prohibited from recording or distributing visuals or explicit descriptions of the puzzles inside Evasion Room’s game rooms. The use of cameras, tape recorders, camcorders, and similar functions of smartphones and computers inside the game rooms is strictly forbidden.

27. In case of violation of this rule, the company reserves the right to take legal action against the offender and to seek compensation through all legal means.

28. In the event of an unsatisfactory experience, the main customer and/or their teammates may contact the company in writing to explain the reasons for their dissatisfaction, specifying the date and time of the relevant game session. After verification with staff, if the expressed complaints are justified (defective equipment, human error in the game animation, etc.), the company will in good faith offer the customer a reasonable form of compensation (partial or full refund).

29. By purchasing the services of Evasion Room SRL, the customer explicitly waives the right to publicly express a negative opinion without first contacting the company’s management in writing to explain their experience and seek an amicable solution. The customer acknowledges the disproportionate and long-term economic impact that a subjective negative review can have on the activity of small businesses, and exposes themselves to legal action if they resort to such expression while bypassing the attempt at amicable resolution.

30. Evasion Room SRL and its staff make the puzzle rooms available to customers for a maximum duration of 60 minutes. It is up to the players to find the solutions to the puzzles themselves within the allotted time. Players may request hints, but the game master is not obliged to provide them systematically, and may also adjust the level of difficulty of the hint according to the circumstances. Additional playing time may be granted in the event of a clear malfunction of equipment.

31. Video surveillance: During the actual game, customers will be monitored by a member of the Evasion Room staff via cameras and microphones. This system is intended to optimize the customers’ experience as well as to verify the integrity of the equipment and any possible damage caused by customers despite safety instructions. The audio and video recordings are kept for a period of 30 calendar days, solely for support in case of dispute. Evasion Room SRL nevertheless reserves the right to keep the footage as evidence if serious damage is caused in the game room by a customer.

32. Evasion Room implements reasonable measures to protect its IT system. In the event that the company falls victim to hacking, it cannot be held responsible for the use made of these images by a third party.

33. Souvenir photo and image rights: If time permits, a souvenir photo is offered to customers at the end of each game, using the customer’s personal camera. Photos published on Evasion Room’s social networks and web pages have been done so with the consent of those present. If someone appearing in these photos wishes to withdraw their consent, they may contact the company via the contact form. Evasion Room undertakes to take reasonable steps to remove the photo concerned from its own media and to minimize its further distribution.

34. In the event of incompatibility between applicable public laws or regulations and one or more clauses of these general terms and conditions of sale, the other clauses shall remain valid.

35. In the event of a dispute, and if an amicable agreement cannot be reached, the Commercial Court of the judicial district of Liège shall have sole jurisdiction.

36. In the event of any discrepancy, the French version of the general terms and conditions shall prevail.