General conditions

1. Cancellation Policy / Changing Bookings

If 2-escape cancels

If 2-escape is forced to cancel a booking or interrupt an already started game prematurely due to unforeseen circumstances or force majeure (such as technical malfunctions or acute staff shortages), the customer will be informed as soon as possible. In this case, the customer will always receive a full refund of the amount paid via the original payment method, or, if the customer prefers, a voucher worth the amount originally paid. This refund or compensation is strictly limited to the amount actually paid to 2-escape. Under no circumstances can 2-escape be held liable for the compensation of other or indirect costs (such as transport costs, parking, or other expenses incurred).

If the customer cancels or changes the booking

Since the time slots are reserved specifically for your team, the statutory right of withdrawal does not apply. Do you still want to cancel or reschedule a booking? This can be done via the link in your booking confirmation. The following conditions apply:

1. More than 3 days (72hrs) before the reserved time slot: You will receive a voucher worth the full amount paid to book a new slot. No cash refunds will be made.

2. Between 3 days and 24 hours before the reserved time slot: You will receive a voucher worth 50% of the amount paid.

3. Less than 42 hours before the reserved time slot: The booking can no longer be cancelled or changed free of charge. There is no right to a refund or a voucher.

Exceptions (Force Majeure)

Do you have to cancel the booking due to demonstrable force majeure (such as a medical emergency, accident, or death)? Then we may deviate from the above rules by mutual agreement. In that case, please contact 2-escape as soon as possible.

Late Arrival (No-show)

In order not to compromise our tight schedule, the clock of the reserved time slot starts at the agreed hour. If you arrive late, this time will therefore be deducted from your playing time. If a team is more than 15 minutes late, the game can unfortunately no longer be started at all. This is considered a cancellation within 24 hours; there is therefore no right to a voucher or refund. Therefore, please allow sufficient travel time to come to 2-escape. Traffic problems (such as traffic jams, roadworks) are explicitly not considered force majeure.

2. Invoicing & Disputes

1. Requesting Invoices: Invoices are only issued if explicitly requested during the booking process.

2. Payment Term: Each invoice must be paid within 14 calendar days of the invoice date, unless otherwise agreed in writing.

3. Disputes: Any disputes regarding the invoice amount must be submitted in writing with justification to 2-escape at the latest within 8 calendar days after the invoice date. A dispute does not suspend the obligation to pay.

4. Late Payment (B2B): If the customer is acting in the course of a profession or business (B2B) and payment is not received within the specified period, interest of 1% per month from the due date, as well as a fixed compensation of 10% on the principal amount, shall be due automatically and without prior notice of default.

5. Late Payment (Consumers/B2C): If a consumer fails to pay on time, a first reminder will be sent free of charge. In the absence of payment within 14 calendar days after this reminder, statutory interest and compensation in accordance with the Code of Economic Law will be charged.

6. Suspension of Service: In the event of late payment, 2-escape has the right to refuse access to the escape room, cancel the booking, and declare any other outstanding reservations by the same customer immediately due and payable.

7. Retention of Title: All goods, vouchers, or materials delivered by 2-escape remain the property of 2-escape until full payment of the outstanding invoices has been received.

8. Applicable Law and Jurisdiction: This agreement is exclusively governed by Belgian law. In the event of a dispute, the courts of the district of our registered office shall have exclusive jurisdiction, unless mandatory consumer law designates the court of the consumer’s place of residence.

3. Vouchers / Gift Cards

All vouchers issued by 2-escape, regardless of whether it concerns a purchased gift card or a cancellation voucher, have a validity period of 12 months from the date of issue (unless explicitly stated otherwise on the voucher). After the expiration date, the voucher automatically loses its value and can no longer be extended, activated, or refunded.

4. Code of Conduct

1. If players are visibly under the influence of alcohol or drugs upon arrival, they will be denied access to the escape room.

2. Customers must follow the instructions of the operators at all times. In the event of dangerous behavior, physical or verbal aggression/disrespectful behavior towards our staff, or intentional or negligent damage to the (game) infrastructure, 2-escape reserves the right to stop the game immediately and remove the group from the premises.

3. In all these cases, no form of refund or compensation is possible. Any material damage to the rooms, decorations, or puzzles will furthermore be recovered in full from the person who caused the damage (or the main bookers).

5. Privacy & Camera Surveillance

1. During the game, the rooms are monitored via cameras. This live camera surveillance is intended solely to guide the game (giving hints) and to guarantee the safety of the players.

2. These images are not recorded, not stored, and not shared with third parties. For more information on how we handle your data, please refer to our full privacy statement on the website.

6. Liability

1. At Own Risk: Participation in the activities of 2-escape is entirely at the players’ own risk. The customer and the individual players are deemed to be in good health and physically and mentally capable of playing the game.

2. Limitation of Liability: 2-escape is under no circumstances liable for damage to, loss of, or theft of personal property (such as clothing, smartphones, bags, or glasses) of the customer or players, neither in the rooms, nor in the reception area or on the premises of 2-escape. Lockers/storage spaces are provided, but their use is at your own risk.

3. Indirect Damage: 2-escape cannot be held liable for indirect damage, consequential damage, loss of profit, or missed opportunities as a result of a game not being able to take place (fully) or start on time.

4. Exclusion in Case of Intent/Gross Negligence: Except in cases of intent, gross negligence, or physical injury on the part of 2-escape or its agents, all liability of 2-escape is excluded. In any case, any compensation for which 2-escape might be liable is strictly limited to the amount the customer paid for the booking in question.

5. Liability of the Customer (Damage): The customer (main booker) is jointly and severally liable for all damage caused by themselves or by the members of their team to the rooms, the decor, the electronics, the puzzles, or other properties of 2-escape, regardless of whether this damage was caused intentionally or through carelessness/negligence.