Terms and Conditions

This English version is provided for convenience. If these Terms are published in Danish and English, the Danish version shall prevail in the event of any discrepancy.

1. About Us
1.1. These Terms and Conditions apply to bookings, gift vouchers and participation in escape room experiences operated under the “Enigmarium®” brand in Blåvand, Denmark.
1.2. The service provider is:

Enigmarium Blåvand
Operated by BHGK Catering ApS
Skallingevej 5, 6857 Blåvand
CVR no.: 38268716
Email: info@enigmarium.dk
Phone: +45 75 27 55 55

1.3. In these Terms:
a) “Company” means the service provider stated above.
b) “Customer” means the person making the booking and/or payment.
c) “Participants” means all persons taking part in the game.
d) “Game” means an escape room experience booked for a specific date and time.
e) “Voucher” means a gift card, gift voucher or credit code issued by the Company.

2. Booking and Contract Formation
2.1. Bookings may be made through the Company’s online booking system and, where expressly offered, by email or telephone.
2.2. A booking is only final once the Customer has received a booking confirmation by email.
2.3. The Customer is responsible for providing correct contact details and for checking the booking confirmation.
2.4. The Company may refuse or cancel a booking in the event of obvious pricing or system errors, suspected fraud, safety concerns, force majeure, technical failure or other circumstances beyond the Company’s reasonable control.

3. Prices and Payment
3.1. All consumer prices are stated in DKK and include Danish VAT, unless expressly stated otherwise.
3.2. Full payment is required at the time of booking unless the Company has expressly agreed otherwise.
3.3. For corporate events, private events, large groups or other special arrangements, the Company may offer invoice payment, deposit payment or another payment structure agreed in writing.
3.4. A booking is not guaranteed until payment has been successfully received.
3.5. If a Voucher is used for payment, the Voucher value will be deducted from the total price. Any remaining balance must be paid by the Customer.

4. Number of Participants
4.1. The Customer must select the expected number of Participants when making the booking.
4.2. Additional Participants may only be added if capacity, safety requirements and room limits allow it. Any additional Participants will be charged according to the current price list.
4.3. If fewer Participants attend than originally booked, no refund or price reduction will be granted.

5. Arrival, Delay and No-Show
5.1. Participants must arrive at least 10 minutes before the booked time for check-in, briefing and safety instructions.
5.2. Late arrival may reduce the total play time.
5.3. If a group arrives more than 15 minutes late, the Company may, at its discretion:
a) shorten the Game,
b) refuse entry, or
c) treat the booking as a no-show,
if the delay affects operations, staffing or subsequent bookings.
5.4. In the event of a no-show, the booking will be treated as used and no refund, credit or rescheduling will be offered.

6. Cancellation, Rescheduling and Refund Policy
6.1. A booking for an escape room is a leisure service booked for a specific date and time. To the extent permitted by applicable law, the statutory 14-day right of withdrawal does not apply to such bookings.
6.2. For standard private bookings, the following policy applies:
a) More than 72 hours before the booked start time: the Customer may either
• cancel and receive a full refund to the original payment method, or
• reschedule the booking once free of charge, subject to availability.
b) Between 24 and 72 hours before the booked start time:
• no cash refund will be given, but
• the booking may be rescheduled once free of charge, subject to availability, or
• converted into a credit/Voucher valid for a limited period stated by the Company at the time of issue.
c) Less than 24 hours before the booked start time:
• no refund, no voucher and no rescheduling.
6.3. If the Customer wishes to move the booking to a more expensive time slot, room or package, the Customer must pay the price difference.
6.4. If the Customer moves the booking to a cheaper time slot, room or package, the difference will not be refunded unless the Company expressly agrees otherwise.
6.5. For large groups, corporate bookings, school bookings, private events or tailored bookings, separate cancellation terms may apply as stated in the offer, invoice or booking confirmation.
6.6. The Company may, at its sole discretion, make exceptions in documented cases of extraordinary circumstances, but is not obliged to do so.
6.7. If the Company cancels a booking due to technical failure, safety reasons, staff illness, force majeure or other circumstances beyond its reasonable control, the Customer will be offered either:
a) a new booking time, or
b) a refund of the amount paid for the affected booking.
6.8. In such cases, the Company is not liable for indirect losses or additional costs such as travel expenses, accommodation, parking, missed activities or loss of income.

7. Rules of Conduct and Safety
7.1. All Participants must sign the waiver to accept the Terms and Conditions and follow instructions given by the Company’s staff before, during and after the Game.
7.2. Participants must treat the premises, props, puzzles, fixtures and equipment with care.
7.3. It is strictly prohibited to:
a) use excessive force,
b) damage props or furniture,
c) bring tools or dangerous items into the Game
d) enter restricted areas, or
e) intentionally interfere with the operation of the Game.
7.4. The Company may refuse entry or terminate a Game immediately and without refund if any Participant:
a) is intoxicated or under the influence of drugs,
b) behaves aggressively, abusively or dangerously,
c) poses a risk to staff, other guests or property, or
d) seriously breaches these Terms or staff instructions.
7.5. The Customer is liable for damage caused by the Customer or any Participant in the Customer’s group where such damage results from intentional misconduct or gross negligence.

8. Age Requirements
8.1. Participants under the age of 14 must be accompanied by a responsible adult, unless otherwise expressly stated for a specific Game.
8.2. The Company may set different age recommendations or requirements for specific rooms, themes or events.
8.3. The Company may require proof of age where reasonably necessary.

9. Health and Participation
9.1. Participation is voluntary and at the participant’s own risk, subject always to mandatory law.
9.2. Customers must inform the Company before the Game of any relevant condition that may affect safe participation, including for example severe claustrophobia, epilepsy, serious mobility limitations or similar concerns.
9.3. Any Participant may leave the Game at any time if they feel uncomfortable or unable to continue.

10. Liability
10.1. Nothing in these Terms limits liability where such limitation is prohibited by mandatory law.
10.2. The Company is not liable for loss of or damage to personal belongings unless such liability follows from mandatory law or the Company has expressly accepted the items for safekeeping.
10.3. To the fullest extent permitted by law, the Company is not liable for indirect or consequential loss, including loss of profit, travel costs, accommodation costs or other incidental expenses.
10.4. The Company’s liability for ordinary negligence, where it may lawfully be limited, shall in any event not exceed the amount paid for the relevant booking.

11. Photos, Recording and Confidentiality of Game Content
11.1. The Company may offer to take a team photo after the Game.
11.2. Team photos may only be published on the Company’s website, social media or marketing materials with the express consent of the persons depicted, or of a parent/guardian where required by law.
11.3. If the Company uses live camera monitoring in the Game for operational, safety or game-mastering purposes, this will be disclosed before the Game starts.
11.4. Audio or video recording for storage purposes will only take place if clearly disclosed in advance and handled in accordance with the Company’s privacy policy and applicable data protection law.
11.5. Participants may not photograph, film, record, publish or disclose puzzles, solutions, room design, game flow or other confidential game elements without the Company’s prior written consent.

12. Personal Data
12.1. The Company processes personal data for the purposes of handling bookings, payments, customer service, accounting, complaint handling and legal compliance.
12.2. Personal data is processed in accordance with the GDPR, applicable Danish data protection rules and the Company’s privacy policy.
12.3. The Customer and Participants have the rights granted by applicable data protection law, including rights of access, rectification, erasure, restriction and objection, where applicable.

13. Gift Vouchers and Credits
13.1. Vouchers are redeemable using the unique code issued by the Company.
13.2. Unless otherwise clearly stated at the time of purchase, Vouchers are valid for 3 years from the date of issue. Under Danish consumer guidance, gift cards and credits generally become time-barred after 3 years unless otherwise agreed, and any shorter validity should be clearly stated and reasonable.
13.3. If a Voucher is issued for a specific package, campaign or experience, the Company may limit its use to that package, campaign or experience, provided this is clearly stated at the time of purchase.
13.4. If a specific experience linked to a Voucher is no longer offered, the Company may allow the Voucher value to be used towards another comparable service, subject to any price difference.
13.5. Vouchers are not redeemable for cash, except to the extent required by mandatory law. Danish consumer guidance notes that the legal position may differ depending on the type of voucher and the circumstances.
13.6. Any unused balance on a Voucher or customer credit will not be paid out in cash unless required by mandatory law.
13.7. Lost, stolen or deleted Vouchers will not be replaced as a matter of course. The Company may, at its discretion, assist if ownership and unused status can be reliably documented. Danish consumer guidance states that gift cards are generally treated similarly to bearer instruments, so replacement is not automatically required.
13.8. Promotional vouchers, discount codes and complimentary credits may be subject to separate conditions, including shorter validity periods, if clearly stated when issued.

14. Complaints
14.1. If the Customer wishes to make a complaint, the Customer must first contact the Company in writing at info@enigmarium.dk and provide reasonable details of the issue.
14.2. The Company will seek to resolve complaints within a reasonable time.
14.3. If the complaint cannot be resolved directly with the Company, consumers in Denmark may use the public consumer complaints system through Nævnenes Hus. The Danish mediation route is the first step, and unresolved cases may, where applicable, proceed to the Danish Consumer Complaints Board.
14.4. Information about the Danish consumer complaints system is available via Nævnenes Hus and public Danish consumer guidance portals.

15. Governing Law, Venue and Language
15.1. These Terms and any booking made with the Company are governed by Danish law.
15.2. Any dispute that cannot be resolved amicably shall be brought before the competent Danish courts, unless mandatory consumer protection law provides otherwise.
15.3. If these Terms are published in more than one language, the Danish version shall prevail in the event of any discrepancy or interpretative doubt. A Danish-language precedence clause is also commonly used by Danish escape room operators.

16. Changes to These Terms
16.1. The Company may update these Terms from time to time.
16.2. The Terms in force at the time the booking is made will apply to that booking, unless a change is required by law.