Terms & Conditions

1. Who we are

PLAYFULL S.R.L., registered office: Strada Gábor Áron nr. 8, Odorheiu Secuiesc 535600, Romania; game location: Strada Revoluției 45, Târgu Mureș 540042, Romania; Trade Register no. J19/151/2023; VAT ID RO47787172; share capital RON 200. Contact: playfullescape@gmail.com, +40 742 109 154.

2. Bookings

A booking made on this website reserves a specific room, date and time slot for your team. You receive a confirmation email with an access code; the booking is binding once that confirmation is sent.

Please arrive 10 minutes before your slot for the briefing. Late arrival may shorten your game so the next team can start on time (see FAQ).

3. Prices and VAT

All prices displayed on this website are final consumer prices in RON and include Romanian VAT at the applicable statutory rate (currently 21%). Where a price is shown as "on request", the applicable price is the one we confirm in writing before purchase.

4. Payment

Games may be paid on site (cash or card). Where online payment is offered (e.g. for gift cards), it is processed by a licensed payment service provider; we never see or store your full card details.

If an online payment fails or is interrupted, no amount is captured and the order is not created. If you believe you were charged in error, contact us and we will resolve it with the payment provider.

5. Invoices for companies

If you need an invoice issued to a company, select the invoice option during booking or tell us when ordering a gift card, and provide the company name and tax ID (CUI/VAT). We may request any further data needed to issue the invoice correctly. The VAT invoice is sent by email after issuance.

6. Rescheduling and cancellation

You may reschedule or cancel free of charge more than 24 hours before your slot, using the booking-management link, by phone or by email. Inside 24 hours, please call us; changes are subject to availability. We do not charge a late-cancellation or no-show fee for ordinary room bookings paid at the venue.

After repeated no-shows, we may require prepayment before accepting a future booking, but we will disclose that requirement before that future booking becomes binding. Private and corporate events may have separate cancellation terms stated in the written quotation.

As game sessions are leisure services scheduled for a specific date and time, the statutory 14-day online withdrawal right does not apply to bookings (art. 16 lit. l, Directive 2011/83/EU; OUG 34/2014). The separate gift-card withdrawal rule is set out below.

7. Gift cards

While online checkout is disabled, gift cards are ordered by phone, WhatsApp or email. Each card is valid for 4 months from purchase; its exact expiry date and included player count are printed on it. It is issued to a named person and covers one standard game for that player count, subject to availability.

A larger group may use the card and pay the applicable difference. A smaller group may use it, but no cash or residual credit is paid for unused places. Gift cards are not otherwise redeemable for cash.

Where a gift card is issued for a specific number of players and more people turn up, everyone not covered by the card pays their own share.

For example: if the card covers 5 people and 7 arrive, the 2 extra players each pay the share that falls to them.

We replace a lost code only where the buyer provides proof of purchase and the code is still unused. Any extension after expiry is discretionary; contact us before the expiry date where possible.

8. House rules and safety

The rooms contain hand-built mechanisms and props. Normal curiosity is expected and encouraged; brute force is not — you never need force to solve anything. We may stop a game, without refund, in case of intentional damage, intoxication or behaviour endangering players or staff.

The person making a booking must be at least 18. We recommend the games for ages 10+. Players under 14 must have an adult playing in the room with them. Players aged 14–17 may play without an adult inside. Please tell us about accessibility needs in advance and we will do our best to accommodate them.

9. Our liability

We are liable for damages caused by our fault under the law. We are not liable for indirect damages or lost profits, and our total liability related to a booking is capped at the price paid for that booking, except where the law does not permit such limits (e.g. bodily harm caused by our fault).

10. Intellectual property

Room designs, puzzles, texts, graphics and this website are protected by copyright. Photographing or filming puzzle content inside the rooms, or publishing solutions, is not permitted — spoilers ruin the game for the next team.

11. Complaints and disputes

Write to playfullescape@gmail.com and we will answer within 14 days. Consumers in Romania may also contact the National Authority for Consumer Protection (ANPC, anpc.ro) or use ANPC's alternative dispute resolution platform (reclamatiisal.anpc.ro).

These terms are governed by Romanian law; disputes are settled by the competent Romanian courts.

12. Changes

We may update these terms; the version in force at the time of your booking or purchase applies to it. The date above shows the last revision.