General terms and conditions.
1. BASIC PROVISIONS
1.1 The operator of all ONE – TWO ESCAPE escape games is DinoPark, sro with its registered office at Stará cesta 2, Pilsen, Czech Republic, Company ID: 63506572, registered with the Regional Court in Pilsen, file C 6543, (hereinafter referred to as the “Company”). Any legal, other relationships and disputes arising from this are governed by these general terms and conditions (hereinafter referred to as the “GTC”), the laws of the Czech Republic and will be resolved before the general courts of the Czech Republic.
1.2 The GTC are also available for viewing at the game operator in the individual establishments of the Company.
1.3 The Company hereby reserves the right to change and/or update the text of the GTC by publishing the current text of the GTC on the website one-two.eu
2. SAFETY RULES
2.1 Participation in any escape game operated by the Company is subject to unconditional compliance with all operating and safety rules, by all participants who enter into a contractual relationship with the Company by making a payment or booking the relevant escape game or by actually starting to play the game in accordance with Article 3.1 of the GTC (hereinafter referred to as the “Participant”). The Participant hereby agrees that if he/she fails to comply with the safety and operating rules and instructions of the guide of the relevant escape game, he/she may be excluded from playing the game and from the Company’s premises or premises (hereinafter referred to as the “Premises”) based on a decision by the operator or management of the Company without any right to a refund of the paid entry fee or part thereof.
2.2 By entering the premises, the Participant voluntarily agrees to follow the instructions of the escape game operator and to comply with the visitor regulations (hereinafter referred to as the “Visitor Regulations”). The visitor regulations are published on the Company’s website www.one-two.eu and posted in a visible place on the Company’s premises.
2.3 The Participant acknowledges and understands that escape games may contain stressful, exciting or frightening elements and situations. These elements and situations are part of the given story to create an atmosphere and none of the Participants will find themselves in a truly dangerous situation during the escape game. During the duration of each escape game, the Participants will be monitored by an experienced operator of the given game via video transmissions from the given game. The video transmissions serve exclusively for the stated purposes – to monitor the progress and status of the game, to ensure and check compliance with the rules of the game and the safety rules of the Participants and to provide the actual possibility of communicating with the Participants during the game and correcting the game. The monitoring is not recorded on any medium or data carrier, i.e. no record is created and no data or information is stored or archived.
2.4 The Participant participates in the escape game at his/her own risk and responsibility. For Participants under the age of 18, their legal guardians or their escort, who must be over the age of 18, are responsible. The recommended minimum age of participants is 8 years.
2.5 Any Participant who, during the duration of the escape game, behaves unruly and/or spoils or disrupts the experience of other Participants in the game or in any other way limits other Participants during the game or interferes with their game may be excluded from the game at the discretion of the operator, without any right to a refund of the paid entry fee or part thereof. If any Participant intentionally damages the equipment and/or facilities of the escape game, he/she is liable for the damage caused and will be excluded from the game at the discretion of the operator, without any right to a refund of the paid entry fee or part thereof.
2.6 If any Participant shows signs of intoxication or intoxication with any narcotic, psychotropic or addictive substance, he/she will not be allowed into the Company premises, based on the decision of the operator or the Company management. The Company reserves the right to refuse entry to anyone who, based on the discretion of the operator or the Company management, appears unfit to complete the escape game for health/safety/operational reasons.
2.7 Participants are not allowed to enter the Company premises with any weapons or other dangerous objects that are capable of endangering the health, property or safety of other Participants or employees of the Company. Smoking is strictly prohibited in the Company premises or in their immediate vicinity. The Participant is obliged to allow and tolerate, for security reasons, at the request of the operator, the inspection of the contents of his personal luggage and belongings to ensure that they do not contain narcotic or psychotropic substances or the above-mentioned dangerous objects or weapons capable of endangering the safety, property and health of the Company’s employees or other Participants. In the event that the Participant refuses to submit to the inspection, he may be excluded from the game based on the operator’s decision, without the right to a refund of the paid entry fee or part thereof.
2.8 Participants are required to keep their personal belongings and any valuables they bring into the premises in lockable boxes located in the reception area provided for this purpose. The Company is not liable for any damage resulting from the loss or theft of personal belongings or valuables that are not placed in lockable boxes.
2.9 The Participant acknowledges that the games use technologies emitting magnetic or electromagnetic fields. Persons with pacemakers or similar devices may ask the game guide for specific information. However, the Company in any case disclaims liability for any health complications the Participant may experience related to this fact.
2.10 If any Participant has any type of heart disease or other similar condition, such Participant should inform the Escape Room Guide of this fact and consider their participation in the game with regard to their health condition and possible complications resulting therefrom. It always applies that each Participant participates in the Escape Room based on their own decision and at their own risk.
3. BUSINESS RULES
3.1 By making a reservation, paying the entrance fee for the escape game or using a gift or other voucher, or by starting to play the game, the Participant concludes a game contract with the Company. The entrance fee can be paid on site in cash, by credit card or via a payment gateway.
3.2 Bookings can be made on the website one-two.eu or by phone at 777 107 042. The participant is entitled to choose from the following payment options: payment at the escape room venue in cash or by credit card, payment by transfer to the Company’s account in advance (the participant will receive a ticket – voucher) or cashless via a payment gateway (the participant will receive a confirmation of payment).
3.3. The admission prices listed on the Company’s website or at the Company’s premises are final, including any value added tax. The admission prices for escape games may vary depending on the date, the selected game, the specific time of the reservation, and also depending on the number of people or the current marketing campaign. The maximum price of one escape game is listed in the reservation system on the Company’s website and is available for inspection at the Company’s premises, where the Price List is available.
3.4 If the Participant cancels their reservation for the selected escape game less than 24 hours before the start of the reserved escape game, the Company is entitled to charge the Participant an amount up to the total price of any voucher.
3.5 The dates of escape games may differ from each other and change based on the decision of the Company’s management.
3.6 Special teambuilding/corporate events and group bookings may be subject to individual preferential price offers. For more information, please contact the Company, either by email at info@one-two.eu or by phone: +420 777 107 061.
3.7 The Participant is obliged to arrive at the venue of the chosen escape game according to the instructions given in the informative email sent by the Company in advance 10 minutes before the official start of the game. If he arrives earlier, he may be asked by the game operator to wait or to arrive at the specified time.
3.8 Late arrivals to the selected escape game, no later than 5 minutes after the reserved date, are not permitted. In the event of a Participant’s delay of more than 5 minutes after the reserved date, the time necessary to complete the game begins to run regardless of the Participant’s presence and without the right to a refund of the entrance fee or part thereof. In the event that the Participant is late, he may be allowed to enter the escape game with a shortened time limit, or on an alternative date according to time possibilities, or with the next group, all based on the sole discretion of the service or the management of the Company.
3.9 The Company reserves the right at any time to cancel and propose to reschedule the reservation based on an agreement with the Participant, taking into account the Participant’s time options, if the reason is technical problems not caused by the Company, but by the intervention of third parties or force majeure, and always immediately, as soon as it becomes aware of such a fact and if such a fact objectively prevents the Participant from playing the game. If the Company and the Participant do not agree on a new reservation date, the Participant is entitled to demand a full refund of the entry fee if he paid it in advance.
4. RULES FOR MAKING AUDIOVISUAL RECORDINGS
4.1 Taking photos or making other audiovisual recordings in the Company’s business premises is prohibited. Violation of the photography ban is punishable by immediate termination of the game without any right to a refund of the entrance fee or part thereof. At the Participant’s request, the attendant may take a souvenir photo of the Participant after the game in the premises reserved for this purpose.
4.2 By participating in the game, the Participant undertakes not to disseminate any information about the content of individual escape games, especially about their solutions, and thus preserve the unique experience of the escape game for all other Participants. Reviews, game ratings, access by the Company and operators to Participants without disclosing information about the content of individual escape games, as stated in this point above, are not considered a violation of this obligation.
5. GIFT VOUCHER
5.1 Vouchers issued and sold by the Company are bearer vouchers within the meaning of Section 1939 of Act No. 89/2012 Coll., Civil Code, as amended (hereinafter referred to as the “Civil Code”). The holder of a gift voucher, which the holder presents at the relevant establishment, is entitled to complete one escape game of his choice together with persons of his choice, but not in a number exceeding 6 in Pilsen and 5 in Liberec, unless otherwise agreed upon before booking the game.
5.2 The gift voucher is valid for 12 months from the date of issue, unless a different duration is stated on the voucher. This provision does not apply to marketing promotions and discounts on the company’s promotional materials.
5.3 The prices of gift vouchers may vary over time. For this reason, if the price of the purchased gift voucher exceeds the price of the escape game chosen by the holder, any difference in price will not be refunded to the holder of the voucher. Likewise, if the price of the gift voucher does not reach the price of the chosen escape game, the holder of the voucher is not obliged to pay the difference in prices. This provision does not apply to gift vouchers, etc. issued by third parties for use in the Company’s escape rooms.
5.4 The gift voucher cannot be combined with any other promotions or discounts announced by the Company or other third-party promotions.
6. LIMITATION OF LIABILITY
6.1 All information and data provided on the Company’s website are for informational and promotional purposes only and do not contain any assurances or guarantees that could directly or indirectly result from such data. Access to the Company’s website and use of the services and links provided on these pages are at the sole discretion and responsibility of their visitor (user).
6.2 In the course of providing its services, the Company will make every effort to meet the expectations and fulfill all the wishes of its clients. However, in any case, the Company will not be liable for any failure or inability to provide its services and fulfill its obligations in cases of “force majeure” that the Company could not have anticipated or reasonably prevented, in particular (but not exclusively) floods, fire, natural disaster, strikes, war, terrorist attack, insurrection, etc.
6.3 The Company’s website may contain links to resources and information of third parties and their websites. These links may be used at the discretion of the users of the Company’s website, but in no case do they imply any approval or opinion of the Company with the content of these sites, as well as other information or advertising banners and links used on these third party sites.
6.4 The Company is not responsible for any errors, typos, inaccuracies that may occur in the information and materials published on the Company’s website or in printed marketing materials. The Company will also not be responsible for any delays or outages on the website caused by “force majeure” events, as well as telecommunications service outages, IT network outages or related matters.
6.5. The Company is not liable for the information and content of web presentations, marketing materials or information provided by third parties that third parties publish about the Company.
6.6 The Company’s websites may contain so-called cookies for the purpose of storing certain user data. Cookies are small text files used by the Internet to recognize visitors, simplify access and use of websites, monitor users’ wishes and commands, and collect information to improve the content of the Company’s websites.
6.7 The Company is not liable for any damage, lost profits or costs incurred in connection with the use of the Company’s website and/or the temporary inability to use it.
7. PROCESSING AND PROTECTION OF PERSONAL DATA
7.1. Any personal data about Participants (hereinafter referred to as “personal data”) of escape games operated by the Company are carefully stored and secured in the Company’s data archives in accordance with the relevant legal regulations, in particular in accordance with Regulation (EU) No. 2016/679 of the European Parliament and of the Council and other related legal regulations (hereinafter referred to as “data protection regulations”).
7.2. The Company is obliged to:
a) use the managed personal data only for the purposes of performance arising from the contract,
b) carry out any operations constituting the processing of personal data only within the framework of data protection regulations, or on the basis of the instructions of the Participants,
c) not transfer personal data to any other entity, unless it is a legitimate interest (e.g. resolving an insurance claim),
d) after the expiry of the statutory archiving period, not store personal data and destroy/delete them immediately after the fulfillment and settlement of its obligation to the Participant, unless the Participant receives an explicit written instruction to store personal data,
e) for the period of necessary use, properly and sufficiently secure personal data against their acquisition by any unauthorized person, including ensuring that only those of its employees who need them for their work in fulfilling the obligation arising from the concluded contract have access to personal data,
f) ensure the constant confidentiality, integrity, availability and resilience of processing systems and services,
g) oblige its employees to maintain confidentiality regarding the personal data of the Participants,
h) ensure the ability restore the availability of personal data and access to it in a timely manner in the event of physical or technical incidents,
i) immediately notify the Participant of any possible acquisition of the transmitted data by any unauthorized person or any other misuse thereof.
7.3. Personal data of Participants are processed by third parties for a specific purpose only and specifically in the case of verbal consent given by all Participants after the game to the extent of a photograph, date and time of the game along with the time of the leak by placing it on the Company’s Facebook profile operated by the American company Meta Platforms. The Company is not entitled to transfer the Participant’s personal data to any other entity without their prior written consent.
8. COMPLAINTS PROCEDURE
8.1 If the Company fails to fulfill its obligations under the concluded contract properly and on time, even within 7 days from the date on which the service should have been provided, the Subscriber may exercise his right to complain about the service to the Company. The complaint must be made in writing without undue delay by e-mail to the following address: info@one-two.eu
8.2 The Company undertakes to decide on the received complaint within 10 working days, with the complaint being settled no later than 30 days from the date of receipt of the complaint. After this period, the Subscriber has the right to withdraw from the concluded contract or receive a discount on the price of the service.
9. WITHDRAWAL FROM THE CONTRACT
9.1 The Company is entitled to withdraw from the concluded contract in the cases specified in these terms and conditions. The Company is entitled to withdraw from the concluded contract in the event of a material breach of the concluded contract by the Participant. In cases of a material breach of the concluded contract by the Participant, all paid performance by the Company remains.
9.2 The Participant has the right to withdraw from the concluded contract in the following cases:
9.2.1 in the event of a material breach of the concluded contract by the Company;
9.2.2 in the cases specified in these terms and conditions.
9.2.3 The Participant, who is a consumer, has the right, pursuant to Section 1820 et seq. of Act No. 89/2012 Coll., of the Civil Code, as amended, to withdraw from the contract within 14 days of receipt of the performance, if the contract was concluded using means of distance communication (internet, e-mail, telephone), without giving a reason and without any penalty. If the Participant decides to exercise this right, the withdrawal from the contract must be delivered to the Company no later than the 14th day after delivery of the gift voucher ordered in this way.
9.3 Withdrawal from the contract by any of the contracting parties shall be made in writing and must be delivered to the other contracting parties no later than 7 days from the fact that is the reason for withdrawal from the contract.
9.4 If any contracting party withdraws from a concluded contract, executed in accordance with these terms and conditions and the relevant generally binding legal regulations, the contract shall automatically terminate between all parties to the contract.
OUT-OF-COURT DISPUTE RESOLUTION
10.1 The contracting parties undertake to resolve any disputes arising from this contract first out of court. In the event of disputes regarding performance of this contract, they will make every effort that can be fairly demanded to resolve these disputes amicably, in particular to eliminate the circumstances leading to the right to withdraw from the contract or the circumstances causing its invalidity.
10.2 The parties may resolve their disputes informally independently, through their legal representatives or other intermediaries; if this is not possible, they may use mediation or arbitration.
In Pilsen on February 2, 2026
Mgr. Monika Kušková
Managing Director of DinoPark, s.r.o.
