Algemene voorwaarden

GENERAL TERMS AND CONDITIONS OF BV PUZZLE ACTIVITIES

Contact details:

Puzzle Activities BV
Jubilee Avenue 19
9000 Ghent
VAT BE 0656.751.168

Article 1: Moving a booking or cancellation

For bookings, we apply the following cancellation rules:

(a) If the customer wishes to reschedule or cancel (valid only for escape rooms):

– RULE #1: You NEVER cancel within 48 hours to your reserved slot, via email! You call us first and mail. You make sure we are aware of this cancellation and make every effort to do so. If these steps have not been taken, we will invoke the cancellation conditions below and a fee will be charged.
Cancellation more than 1 week before the day of the activity: 100% refund (the refund is always in the form of a gift voucher, not in cash)
Cancellation more than 1 week before the day of the activity: free of charge
Cancellation less than 1 week before the day of the activity: €50 cancellation fee (+ the remaining amount will be refunded in the form of a gift voucher)
Move less than 1 week before the day of the activity: €25
Move within 2 months of the day of the original reservation. If not possible: €50 cancellation fee for the reservation will be charged + the remaining amount will be refunded in the form of a gift voucher.
Cancel less than 48 hours before the time of the activity: the amount paid or still to be paid for the reservation will be charged 100% as cancellation fee
Move less than 48 hours before the hour of the activity: €50 move cost within 2 months from the day of the original reservation. If not possible: 100% of the amount paid or due for the reservation will be charged as a cancellation fee.
If you have not yet paid the amount due for the booking

COVID: If the client has to cancel due to a positive Corona case within the group, we ask to find a new date so that we can reschedule this reservation free of charge.
2. With this type of cancellation, there is no time restriction but we do ask for proof/attestation that you tested positive. Last-minute cancellation is therefore possible

Cancel or reschedule reservations only by CALLING +32 485 23 38 36. If we do not answer, please send us an email to [email protected]

With less present than you originally booked? No problem. We cannot refund the money but we will give the difference in the form of a gift voucher. To make use of this, you need to send your own email to [email protected]

b) If the customer wishes to reschedule or cancel (valid only for the Escape Walk):

You play the Escape Walk whenever you wish. Cancellation is therefore not possible as you can choose another date. Refunds are therefore not possible either.

c) If Puzzle cancels the escape rooms or walk: 100% refund

d) COVID: If the client has to cancel due to a positive Corona case within the group, we ask to find a new date so that we can reschedule this reservation free of charge. With this type of cancellation, there is no time restriction but we do ask for proof/attestation that you tested positive. Last-minute cancellation is therefore possible. The new booking must be made within 3 months of the original booking date. If not possible: €50 cancellation fee (+ the remaining amount will be refunded in the form of a gift voucher)

Article 2: Arrangements during your visit

a) Puzzle escape rooms adheres to a fixed timetable. For this reason, we reserve the right to refuse access to groups arriving more than 15 minutes after the start time of the activity. The Puzzle escape rooms staff assesses whether the activity can still be started in case of late arrival. There is then no right to a refund (in any form whatsoever).

b) Cameras and microphones are present in the room, used by us to monitor the game: the aim is to respect the timing of the game and ensure the safety of the participants. Therefore, when entering a room, one gives the General Conditions permission for this. The presence of the cameras were officially recorded.

c) Puzzle escape rooms reserves the right to refuse any group on a justifiable basis. This can be because persons are clearly drunk, the staff feel threatened, … There is then no right to a refund (under any form).

d) Recordings of any kind, with any device whatsoever, are absolutely prohibited. Should Puzzle escape rooms employees notice that recordings are being made in the escape rooms, Puzzle escape rooms reserves the right to permanently stop the activity and remove or confiscate the recordings. If the recordings were shared via the Internet, compensation will be claimed.

e) Any damage caused will be fully recovered from the perpetrator, plus EUR 50 administration costs. After all, damage to the escape room can have a negative effect on the gaming experience of the teams coming after you.

f) Any team photos taken will be posted on our Facebook page. We will not put this photo online (or delete it) upon the express request of the participant(s).

Article 3: General provisions

a) In any disputes, the court in the district of Puzzle Activities BV is competent.

b) Puzzle escape rooms is not responsible for possible accidents and/or thefts. We provide lockable lockers to prevent theft. Their use is at your own risk.

c) All puzzles, riddles, … are the property of Puzzle Activities BV and may not be copied or duplicated in any way.

d) Invoices can be made on request and are payable at the latest 10 calendar days after invoice date or on the day of the activity (earliest date applies). Any delay in payment will automatically and without warning incur interest of 2% per month for the debtor, plus an administrative fee of EUR 40.

e) Puzzle escape rooms is a trademark of Puzzle Activities BV, and may not be used without Puzzle Activities BV’s consent in any communication and in any form.

f) We use various software to support our services (Exact online, Bookeo, Mailchimp, Lightspeed, …).

We handle your personal data as stipulated in the GDPR legislation (General Data Protection Regulation):

Personal data that Puzzle Activities BV requests will only be used for the purpose that is clearly described in the software or to contact you in order to provide the best possible service:
Personal data that you provide to make a booking will only be used for that purpose.
Personal data you optionally communicate to subscribe to our newsletter will only be used for that purpose.
Personal data you optionally communicate to subscribe to experience e-mails will only be used for that purpose.
Personal data that you optionally provide to create or participate in a schedule will only be used for that purpose.
We do not request more data than necessary to ensure proper functioning.
We do not pass on or sell this information to third parties.
You have the right to view, modify or delete this data.
Your data is kept only digitally and is secured.
Your data used for bookings are automatically deleted after 2 years.
The data you provide as a customer to book, optionally provide to subscribe to our newsletter, optionally provide to subscribe to the experience emails or optionally provide to create or participate in a schedule are stored on separate databases and are completely separated.

g) The booker agrees to these terms and conditions for all members of his/her team.

(h) Puzzle Activities BV reserves the right to modify these general terms and conditions.

Article 4: Regulations offering partner restaurants

a) Puzzle escape rooms works out an offer with a number of restaurants, where Puzzle escape rooms customers enjoy a benefit, if they visit the restaurant in question. Puzzle escape rooms is not responsible for the proper execution of that benefit, nor for any service on account of that restaurant. There can therefore under no circumstances be any recourse against Puzzle escape rooms, in case of (suspected) failure of the restaurant.

b) Puzzle escape rooms acts as a hotline for mishaps and will not fail to stop collaborations with restaurants in order to safeguard the quality of service to its customers.

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