Terms & Conditions

1. Who we are

PlayFull Escape SRL, registered office Strada Revoluției 45, Târgu Mureș, Romania, trade register no. J26/0000/2023, VAT ID RO00000000. Contact: contact@playfull.ro, +40 742 109 154.

2. Bookings

A booking made on this website reserves a specific room, date and time slot for your team. You receive a confirmation email with an access code; the booking is binding once that confirmation is sent.

Please arrive 10 minutes before your slot for the briefing. Late arrival may shorten your game so the next team can start on time (see FAQ).

3. Prices and VAT

All prices displayed on this website are final consumer prices in RON and include Romanian VAT at the applicable statutory rate (currently 21%). Where a price is shown as "on request", the applicable price is the one we confirm in writing before purchase.

4. Payment

Games may be paid on site (cash or card). Where online payment is offered (e.g. for gift cards), it is processed by a licensed payment service provider; we never see or store your full card details.

If an online payment fails or is interrupted, no amount is captured and the order is not created. If you believe you were charged in error, contact us and we will resolve it with the payment provider.

5. Invoices for companies

If you need an invoice issued to a company, select the invoice option during booking or checkout and provide the company name, tax ID (CUI/VAT), trade register number and address. A full VAT invoice is issued to those details and emailed to you within 24 hours of purchase.

6. Rescheduling and cancellation

You may reschedule or cancel free of charge up to 24 hours before your slot, by phone or email. For later cancellations or no-shows we may charge, or withhold from prepaid amounts, the price of the reserved game.

As game sessions are leisure services scheduled for a specific date and time, the statutory 14-day online withdrawal right does not apply to bookings (art. 16 lit. l, Directive 2011/83/EU; OUG 34/2014). Gift cards not yet redeemed can be returned within 14 days of purchase.

7. Gift cards

Gift cards are valid 12 months from purchase, cover one game for up to the number of players stated on the card, and can be redeemed for any available room by booking with the gift-card code. They are transferable but not redeemable for cash; any residual value is not paid out.

8. House rules and safety

The rooms contain hand-built mechanisms and props. Normal curiosity is expected and encouraged; brute force is not — you never need force to solve anything. We may stop a game, without refund, in case of intentional damage, intoxication or behaviour endangering players or staff.

Players participate at their own responsibility. Children under 14 play accompanied by an adult team member. Please tell us about accessibility needs in advance and we will do our best to accommodate them.

9. Our liability

We are liable for damages caused by our fault under the law. We are not liable for indirect damages or lost profits, and our total liability related to a booking is capped at the price paid for that booking, except where the law does not permit such limits (e.g. bodily harm caused by our fault).

10. Intellectual property

Room designs, puzzles, texts, graphics and this website are protected by copyright. Photographing or filming puzzle content inside the rooms, or publishing solutions, is not permitted — spoilers ruin the game for the next team.

11. Complaints and disputes

Write to contact@playfull.ro and we will answer within 14 days. Consumers in Romania may also contact the National Authority for Consumer Protection (ANPC, anpc.ro) or use the EU online dispute resolution platform (ec.europa.eu/consumers/odr).

These terms are governed by Romanian law; disputes are settled by the competent Romanian courts.

12. Changes

We may update these terms; the version in force at the time of your booking or purchase applies to it. The date above shows the last revision.