General Terms and Conditions

Scope

These General Terms and Conditions apply to all bookings and services obtained via can-u-escape.at, by telephone or directly from Can U Escape? – HIKE Entertainment GmbH, Hofkirchen 32, 4351 Saxen (hereinafter “the provider”).

By booking, the customer agrees to these terms. The version published on the website at the time of booking is the one that applies.

Individual written agreements – for example for company and team building events – take precedence over these terms.

Contract, prices & payment

The contract comes into effect with the provider's booking confirmation – online by email, by telephone or verbally on site. A mere date enquiry is not yet a reservation.

All prices are in euros and include statutory VAT. The prices shown on the website at the time of booking apply. Billing is per group and room, not per person, unless stated otherwise.

Depending on the booking method chosen, payment is made online in advance, on site before the game starts or – for business customers on request – by invoice. An invoice is due without deduction within 14 days of receipt.

Rebooking & cancellation

Cancellations and date changes are free of charge up to 48 hours before the booked slot – by email to office@can-u-escape.at, by telephone or via the link in the booking confirmation.

In the event of later cancellation or non-appearance, the provider reserves the right to charge a cancellation fee of 90 % of the booking value. We will also try, as a gesture of goodwill, to move the booking to another free slot within the 48 hours, but there is no entitlement to this.

A smaller group size than booked does not entitle you to a price reduction if this falls below the booked price tier. Please report changes to the group size in advance.

Note on the right of withdrawal: for leisure services arranged for a specific date, consumers have no statutory right of withdrawal pursuant to §18(1)(10) of the Austrian Distance and Off-Premises Transactions Act (FAGG). We grant the 48-hour rule stated above voluntarily.

Arrival & playing time

Please arrive at least 10 minutes before your booked slot so that the introduction and the full playing time can be used.

Because slots follow closely on one another, arriving late may shorten the available playing time. This does not give rise to any claim to an extension, a replacement slot or a refund. If you are more than 20 minutes late, the slot is deemed not to have been taken up.

Conditions of participation

Participants under the age of 14 may only play accompanied by an adult who is in the room with them. The accompanying adults are responsible for minors.

The recommended minimum and maximum group size differs per room and is stated on the respective room page. For safety reasons the maximum number cannot be exceeded.

Persons who are visibly under the significant influence of alcohol or other intoxicants may be excluded from participation. There is no entitlement to a refund in this case.

Safety & health

Nobody is actually locked in with us: the rooms can be left unaided at any time, and the team is reachable via camera and microphone throughout the game.

The instructions of our staff and the safety and house rules must be followed at all times. They are explained before the game starts.

The games involve confined spaces, dimmed lighting and sound and light effects. In the case of claustrophobia, epilepsy, cardiovascular conditions, pregnancy or similar limitations, please get in touch before booking – we will find a suitable solution together. Participation is at your own risk.

Conduct & damage

Furnishings, props and puzzles must be treated with care. Puzzles can be solved without force – locks, furniture and props therefore never need to be forced. Violent behaviour towards other people or the fittings is prohibited.

In the event of breaches of these rules, the provider may exclude individual participants or the entire group from the game without any entitlement to a refund arising.

For damage caused intentionally or through gross negligence to the provider's property, the participants who caused it are liable in accordance with statutory provisions for the cost of repair or replacement.

Gift vouchers

Vouchers are valid for all rooms at the location stated on them, are transferable and can be redeemed within the statutory limitation period. A booking is still required when using a voucher and depends on availability.

Vouchers cannot be exchanged for cash. Any remaining balance stays on the voucher; any difference is payable on site. If a voucher is lost, please contact us with the voucher number – we will reissue it.

Copyright & recordings

All content of the escape rooms – puzzles, mechanics, fittings, design and texts – is protected by copyright and is the property of the provider. Reproduction, distribution or public communication without prior written consent is prohibited.

Photography, video and audio recording inside the rooms are therefore not permitted. There is of course time for the group photo afterwards.

We publish a victory photo only with the express consent of the people shown in it. This consent can be withdrawn at any time without giving reasons.

Liability

The provider is liable for damage only in cases of intent and gross negligence. Liability for personal injury and liability under the Product Liability Act and other mandatory provisions remain unaffected.

No liability is accepted for damage arising from disregard of the safety instructions, the house rules or these terms.

No liability is accepted for valuables brought with you. Bags, jackets and valuables can be stored in the compartments provided before the game.

Data protection

Personal data is collected and processed exclusively within the framework of applicable data protection law. Which data that is in detail, how long we store it and what rights you have are set out in our Privacy Policy.

Changes to these terms

The provider may adjust these terms, for example if services, procedures or legal requirements change. Amended terms are published on the website and apply to bookings from the time of publication. For bookings already confirmed, the version valid at the time of booking continues to apply.

Applicable law & dispute resolution

Austrian law applies, excluding the conflict-of-law rules of private international law. Mandatory consumer protection provisions of a consumer's country of residence remain unaffected, as does the statutory place of jurisdiction for consumers.

In the event of complaints, please contact us directly first – in most cases the matter is quickly resolved. For out-of-court dispute resolution in connection with online bookings, consumers may additionally turn to the Internet Ombudsstelle . There is no obligation to take part in a conciliation procedure.

Final provisions

Should individual provisions of these terms be or become invalid or unenforceable, the validity of the remaining provisions remains unaffected. The invalid provision is replaced by a rule that comes closest to the purpose of the original provision.