Terms and Conditions

1. CONDITIONS OF ACCESS AND PARTICIPATION

1.1 – Participation in the activity implies full acceptance of these Terms and Conditions by all participants. If any participant does not fully or partially agree with the contents of these Terms and Conditions, they must refrain from taking part.

1.2 – INCOGNITO Escape reserves the right of admission and the right to immediately expel participants who fail to follow instructions given at any time by the organizers, or in the event of improper use of the facilities.

1.3 – It is strictly forbidden to attend under the influence of alcohol or drugs. The participant or group involved will be denied access without the right to reschedule or receive a refund.

1.4 – The minimum age to participate depends on the selected activity and is clearly indicated on the corresponding web page for each experience. Underage participants must provide parental or legal guardian authorization, available in the booking form or via the provided link.

1.5 – The use of cameras, mobile phones, tablets, or any other electronic device, as well as bringing in external objects, is not permitted. A secure area will be provided where participants can store personal belongings, including mobile phones. INCOGNITO is not responsible for participants’ personal items and recommends not bringing valuables.

1.6 – INCOGNITO activities are not categorized as “horror” or scary experiences. We recommend that people in advanced stages of pregnancy, those with cardiovascular issues, epilepsy, or other sensitivities notify us when booking to avoid unexpected situations. Each participant takes part at their own risk.

1.7 – Participants are advised to wear comfortable clothing and footwear. INCOGNITO is not responsible for stains, damage, or deterioration resulting from the activity.

2. SCHEDULE AND LATENESS

2.1 – Participants must arrive exactly at the scheduled time of their booking.

2.2 – If the team arrives late, the time will be deducted from their session. After 15 minutes of delay or in the case of no-shows, the booking will be cancelled without the possibility of rescheduling or refund.

2.3 – It is the sole responsibility of the customer to arrive on time for their booking. INCOGNITO is not responsible for delays caused by weather, strikes, demonstrations, sporting events, traffic jams, or any other circumstances.

3. SAFETY

3.1 – Rules will be explained before starting the activity. Each person participates at their own risk.

3.2 – While on our premises, participants must follow the rules, behave responsibly, and cooperate with staff at all times.

3.3 – The facilities are equipped with surveillance cameras that allow live monitoring of the activity, solely for supervision purposes. No images are recorded or stored. Full data protection details are available on our website.

3.4 – INCOGNITO is not responsible for any type of accident or damage, personal or material, resulting from user negligence or misuse of the facilities or violation of the game rules.

3.5 – INCOGNITO reserves the right to charge for any damage caused intentionally or due to improper use of the facilities or breach of the rules.

4. BOOKING, PRICE AND PAYMENT

4.1 – The prices shown on the website at the time of booking are the applicable prices and include VAT.

4.2 – Bookings can only be made online through our website: incognitoescape.com. Phone bookings are not accepted.

4.3 – To confirm a booking, participants must pay either the full amount or a deposit. The remaining balance must be paid on the day of the activity at the venue (cash or card).

4.4 – If more people attend than initially booked and paid for, the corresponding amount must be paid on-site (cash or card). Entry will not be allowed if the maximum number of participants is exceeded.

4.5 – If fewer people attend than initially booked, no refund will be given. If unsure of the group size, it is recommended to book by paying only the deposit.

4.6 – You will receive booking confirmation by email (please check your SPAM or JUNK folder).

5. CHANGE AND CANCELLATION POLICY

5.1 – Bookings cannot be cancelled or refunded under any circumstances (including force majeure).

5.2 – A one-time change of date and time is allowed free of charge if requested at least 48 hours in advance. Additional changes or changes requested between 48 and 4 hours before the session will incur a €20 fee. The rescheduled session must be booked within 4 months.

5.3 – No changes will be accepted with less than 4 hours’ notice. The booking will be lost with no right to a refund.

6. GIFT VOUCHERS

6.1 – Gift vouchers are valid for 4 months from the date of purchase.

6.2 – If more people play than those listed on the voucher, the difference must be paid at the venue. It is the customer’s responsibility to check how many participants are covered by the voucher.

6.3 – If you do not show up on the day of your booking, the voucher will be considered used.

6.4 – Activities are subject to availability. It is the customer’s responsibility to book within the validity period.

6.5 – If you notify us before the voucher expires, you may extend it for an additional 4 months by paying a €20 fee.

6.6 – Once expired, the voucher cannot be used or refunded.

6.7 – Gift vouchers are non-refundable under any circumstances.

7. COPYRIGHT, IMAGE, AND CONFIDENTIALITY

7.1 – All names, designs, and themes used on the website, in any marketing materials, and in our venues are the intellectual property of INCOGNITO ESCAPE and its owners. Any use or reproduction is strictly prohibited.

7.2 – All participants agree not to reveal, share, or disclose any information related to the content of the activity, which is considered confidential.

7.3 – Due to the nature of the activity, it is strictly forbidden to film or take photographs inside our facilities, especially inside the game rooms.

7.4 – INCOGNITO reserves the right to ask participants for permission to use, reproduce, display, and distribute photographs and/or videos taken during the activity, including for the creation of derivative works, for promotional purposes across corporate media (internal and external), websites, and social networks. This authorization is granted for an indefinite duration and worldwide, with no compensation.

7.5 – After the activity, a team photo will be offered and sent via WhatsApp or email to the person who made the booking, unless otherwise requested at the time of the activity.

8. APPLICABLE LAW

8.1 – These Terms and Conditions are governed by Spanish law. All disputes arising in relation to these Terms and Conditions will be subject to the exclusive jurisdiction of the Spanish courts.