Terms and Conditions – Untold Stories Experiences

Definition
In these terms and conditions, the following definitions apply:

a. Untold Stories Experiences: Untold Stories Experiences, located at Populierendreef 966, 2272 HW Voorburg, Chamber of Commerce number 84916656. www.ustories.nl / info@ustories.nl

b. Customer: The natural or legal person who enters into an agreement with Untold Stories Experiences, i.e., has made a booking via www.ustories.nl

c. Participant: Any person taking part in the game at the Untold Stories Experiences location.

Applicability
This document contains the terms and conditions that apply to participants of Untold Stories Experiences’ activities, as well as to customers who make a booking via our website. By making a booking through the Untold Stories Experiences website, you agree to these terms and conditions.

The Game
Untold Stories Experiences organizes the escape room activity. Within this concept, a group of a minimum of two (2) and a maximum of five (5) persons is “locked” inside a room. The goal is to exit the room within 90 minutes. The room contains various riddles, puzzles, and other clues. Solving all puzzles should lead to finding the exit, thereby “escaping” the room.

Participation
The game is suitable for everyone aged 16 and above. Participation is allowed for groups of two (2) to five (5) persons. No exceptions are made. We reserve the right to deny participation to anyone who does not meet the age requirement.

Safety
The group is “locked” in the room, meaning the door is secured with an electromagnetic lock. In case of emergency, emergency buttons inside the room will unlock the doors. The room is monitored via a camera and microphone to ensure safety and allow for immediate intervention if needed. Additionally, emergency lighting and escape routes are present in the escape room.

Food & Drinks
Drinks and small snacks are sold on-site. Consuming your own food or beverages is not allowed.

Drugs, Alcohol, and Safety
Drug use is strictly prohibited. If drug use is suspected, staff reserve the right to deny participation and remove the individual from the premises. This also applies to alcohol. You may not play the escape room if you are intoxicated or under the influence. If staff believe you are under the influence, they reserve the right to deny access and remove you from the premises.

Booking
Booking is required and must be done via our website. A booking is made for the number of persons participating. A minimum of two (2) and a maximum of five (5) participants per game applies. For larger groups, contact Untold Stories Experiences via the website. No exceptions will be made.

Changes or Cancellations
– A cancellation by the customer or participant will always incur a €7.50 administration fee per booking.
– Bookings can be changed or canceled free of charge up to 4 days before your reserved game. Changes to the number of participants are free of charge.
– For cancellations/changes made between 4 days and 24 hours before the start time, a €50 fee applies.
– Cancellations/changes made within 24 hours of the start time are not allowed, and the full amount will be charged.

If Untold Stories Experiences must close due to force majeure, inability, or a global outbreak (e.g., virus), your booking will be converted into a voucher/reschedule. No refunds will be issued, but you will have the opportunity to reschedule your booking.

Start Time
The time listed in your booking confirmation is the start time of your reserved game. Please arrive at least ten (10) minutes in advance for a short introduction. Late arrivals will not be allowed to participate. In such cases, Untold Stories Experiences reserves the right to charge or retain the full group fee. The same applies to no-shows.

Payment
Payment must be made at the time of booking. Prices listed on the Untold Stories Experiences website include 9% VAT.

Liability
Untold Stories Experiences is not responsible for theft or damage to personal belongings. Lockers are available in the reception area for bags, coats, and valuables. Personal belongings are not allowed during the game and must be placed in a locked box. You can retrieve them after the game.
Untold Stories Experiences is not liable for injuries sustained by you or your team members that are beyond our control (e.g., if a participant drops something on your foot or hand).
You are expected to treat all equipment with respect and avoid using force. All instructions from staff and escape room rules must be followed at all times.

Own Risk
Searching the room involves moving decorative elements, opening compartments, and flipping switches, which may carry a minimal risk of injury. Participation is entirely at your own risk. Physical injury or clothing damage cannot be claimed against the company. We have no control over your movements within the room. You may visit the room in advance on a different day, but this will diminish the element of surprise.

Instructions
Instructions and guidance from staff must be followed at all times. Failure to comply may result in removal from the premises without a refund.

Damage
Untold Stories Experiences reserves the right to recover the cost of any damage to its property from the person responsible. This includes misuse of fire alarms and damage to fire prevention equipment. In the case of theft, the police will be notified.

Mailing
By making a reservation, you agree to receive emails when new experiences are built or announced.