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Booking Terms and Conditions

General Information

These Terms and Conditions govern the booking and participation in the escape room experiences offered by IMMERSUM S.L.

 

Company Details:

  • Company Name: IMMERSUM S.L.

  • Tax ID (CIF): B21730973

  • Registered Address: Calle Real, 11, 29018 Málaga, Spain

 

By making a booking, all participants fully accept these Terms and Conditions.

Nature of the Activity

The experiences offered by IMMERSUM S.L. are leisure and entertainment activities based on puzzle-solving, exploration, teamwork, and themed environments.

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Participants acknowledge that they are taking part in an immersive experience and agree to follow the instructions of our staff at all times.

Bookings and Payments

  • Bookings may be made through the official website or through other channels authorised by IMMERSUM S.L.

  • A booking is only confirmed once payment has been received and a confirmation email has been sent to the email address provided by the customer.

  • The customer is responsible for ensuring that all information provided during the booking process is accurate, complete, and up to date.

Punctuality

Participants must arrive at the time indicated in their booking confirmation.

 

Due to the scheduled nature of our sessions, late arrival may reduce the actual duration of the experience or, if it affects the operation of the activity or subsequent bookings, may result in refusal of entry.

 

In the event of a no-show, the booking will be considered cancelled and no refund will be issued.

Changes and Cancellations

Requests to change the date or time of a booking must be made at least 48 hours before the scheduled start time.

 

IMMERSUM S.L. will make every reasonable effort to accommodate change requests, subject to availability, but cannot guarantee changes requested outside this time frame.

 

Unless there is a justified reason or the cancellation is attributable to IMMERSUM S.L., payments are non-refundable once the above deadline has passed.

 

If IMMERSUM S.L. cancels a booking due to technical issues, organisational reasons, or force majeure, the customer will be offered one of the following options:

  • A rescheduled date and time.

  • A voucher for the equivalent value.

  • A full refund.

Participation of Minors

Minors must be accompanied by a responsible adult unless otherwise stated in the specific conditions of the experience.

 

IMMERSUM S.L. recommends checking the minimum recommended age for each experience before making a booking.

 

The accompanying adult is fully responsible for supervising the minors and for their behaviour throughout the activity.

Rules of Conduct and Safety

Participants agree to:

  • Respect the facilities, scenery, and game elements.

  • Follow all staff instructions.

  • Behave in a respectful and appropriate manner.

  • Refrain from using physical force to solve puzzles or operate mechanisms.

  • Avoid entering restricted areas.

 

IMMERSUM S.L. reserves the right to stop the activity and remove any participant whose behaviour:

  • Puts safety at risk.

  • Causes damage to property.

  • Negatively affects the experience of others.

  • Breaches these Terms and Conditions.

 

In such cases, no refund will be issued.

Personal Belongings and Electronic Devices

For safety reasons and to preserve the confidentiality of the experience, the use of mobile phones, cameras, and recording devices may be restricted during the activity.

 

IMMERSUM S.L. is not responsible for the loss, theft, or damage of participants' personal belongings.

Confidentiality of the Experience

Participants agree not to publicly disclose puzzles, solutions, mechanisms, secrets, storyline details, or any other information that could spoil the experience for future players.

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The publication of spoilers, unauthorised recordings, or internal content may result in future booking restrictions and, in serious cases, legal action.

Physical Condition and Medical Considerations

Some experiences may include:

  • Confined spaces.

  • Variable lighting.

  • Sound effects.

  • Intense atmosphere.

  • Other immersive elements.

 

Participants are responsible for determining whether the activity is suitable for their physical and psychological condition.

 

We recommend contacting IMMERSUM S.L. in advance if any participant is affected by:

  • Pregnancy.

  • Epilepsy.

  • Heart conditions.

  • Reduced mobility.

  • Severe anxiety.

  • Claustrophobia.

  • Any other relevant medical condition.

Right of Admission

IMMERSUM S.L. reserves the right to refuse admission in accordance with applicable law.

 

Entry will not be permitted to individuals who:

  • Display violent, aggressive, or intimidating behaviour.

  • Are under the influence of alcohol or drugs.

  • May compromise the safety or normal operation of the activity.

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