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Terms of Use

1. General Provisions

These Terms of Use and Reservation (hereinafter referred to as the “Terms”) govern access to and use of the WOW Escape Room website, reservation and payment for appointments, as well as the rights and obligations of participants and the company WOW ESCAPE DOO BEOGRAD (hereinafter referred to as “WOW Escape”, “we”, “us” or “Merchant”).

By accessing the site, submitting a reservation, or making a payment for services, you confirm that you have read, understood, and accepted these Terms. If you are making a reservation for a group, you are required to inform the other participants of the rules that apply to them.

These Terms do not exclude or limit the rights belonging to the consumer under the mandatory regulations of the Republic of Serbia. In case of discrepancies, valid regulations shall apply.

 

2. Trader Data and Contact

  • Business Name: WOW ESCAPE DOO BEOGRAD
  • Seat: Džona Kenedija 49, 11070 Belgrade (New Belgrade), Republic of Serbia
  • Company ID: 22106112
  • Tax ID: 115022381
  • Main Activity: 9329 – Other Entertainment and Recreational Activities
  • Website: https://wowescape.rs

The location where the service is performed is TC Galerija, Bulevar Vudroa Vilsona 14, Belgrade. The location, room name, game duration, available slots, maximum number of participants, and price are displayed before the reservation is completed and in the reservation confirmation.

 

3. Definitions

  • Site: the official website and pages through which information, reservations, or payments for WOW Escape services are provided.
  • Service: organization and conducting of an escape room game at a pre-selected time, according to the description of the specific room and the reservation confirmation.
  • User: an individual who accesses the Site, makes a reservation, pays for the Service, or participates in the game.
  • Reservation: a User's request for a specific room, date, and time, which becomes confirmed when WOW Escape issues a reservation confirmation and, if applicable, receives a successful payment.
  • Group Organizer: the individual making a reservation for themselves and/or other participants and who is the contact person for that reservation.
  • Consumer: a natural person who obtains the Service for purposes not related to their business or other commercial activity.

 

4. Service and Conclusion of Reservation

The User selects the room, number of rooms, date, time, and, where applicable, number of participants or package. Before submitting the reservation, essential properties of the Service, total price, and available payment methods are displayed. The User then enters the required contact information, verifies the reservation details, accepts these Terms, and submits the request.

The contract for the provision of the Service is considered concluded when the User receives an electronic reservation confirmation. If advance or full payment is required for the selected time, the reservation is not final until the transaction is successfully authorized, unless stated otherwise in the confirmation.

The User is responsible for the accuracy of the entered data and is obliged to immediately report any noticed errors. WOW Escape may refuse or cancel a reservation made due to obvious technical errors in availability or pricing, notifying the User and refunding the paid amount if a replacement time is not accepted.

 

5. Prices, Invoice, and Currency

All prices are expressed in Serbian dinars (RSD) and include applicable taxes, unless expressly stated otherwise. The binding total price is the one displayed immediately before sending the reservation and confirmed in the reservation confirmation.

The User receives a corresponding fiscal invoice or another bill in accordance with regulations. Changes in the price list do not affect already confirmed and paid reservations.

 

6. Arrival, Delay, and Game Duration

Participants should arrive at least 15 minutes before the start time for check-in and familiarization with the rules. The game starts at the reserved time and lasts as long as specified in the room description and reservation confirmation.

Delay may shorten the game time to avoid jeopardizing subsequent appointments. If the group is late by more than 15 minutes, WOW Escape may refuse to start the game or offer another appointment, depending on availability. Such a case may be treated as a no-show unless WOW Escape decides otherwise.

 

7. Cancellation, Change of Appointment, and No-Show

A request for cancellation or change of appointment is submitted via email or other published contact channel, along with the reservation number.

  • At least 24 hours before the appointment: The User may choose a one-time change of appointment or a refund of the paid amount.
  • Less than 24 hours before the appointment: a change of appointment is possible only with WOW Escape's consent and subject to availability; refunds are not granted unless the cause is on WOW Escape's side or when mandatory regulations dictate otherwise.
  • No-show or delay that prevents the game from being held: is considered a used reservation and the paid amount is non-refundable.

If WOW Escape cancels the appointment, the User will be offered a suitable alternative appointment or a full refund of the paid amount. If the Service cannot be performed due to circumstances beyond the reasonable control of the parties, WOW Escape will, depending on the circumstances, offer a change of appointment, voucher, or refund for the unfulfilled Service, without limiting the legal rights of consumers.

 

8. Payment Conditions

8.1. Available Payment Methods and Payment Process

Payment can be made in one of the following ways: Payment cards - Visa, Maestro, DinaCard, Mastercard, which support online payment. Card payments are realized in cooperation with All Secure doo and Raiffeisen bank, with unique data entry from payment cards. In online card payment, the User, after verifying the selected room, appointment, number of participants, and total price, selects card payment and is redirected to the secure page of the payment service provider. They enter card details and, when requested by the issuing bank, confirm the transaction with additional 3D Secure authentication. After authorization, the User receives a message about successful or unsuccessful payment and an electronic reservation confirmation.

 

8.2. Standards and Data Protection during Card Payments

Confidential payment card data is transmitted in a protected, encrypted form using modern SSL/TLS protocols and processed in the environment of the payment service provider compliant with PCI DSS requirements. When supported, 3D Secure is used for additional authentication of the cardholder.

WOW Escape does not receive or store the complete card number, security CVC/CVV code, or other authentication data. Processing of card data is carried out by the acquiring bank and/or authorized payment processor in accordance with their security rules and applicable regulations.

 

8.3. Refunds for Card Payments

In case of a refund to a User who has previously paid with one of the payment cards, partially or in full, regardless of the reason for the refund, WOW ESCAPE DOO BEOGRAD will execute the refund exclusively through VISA, Mastercard, Maestro, or DinaCard payment methods, by canceling the original transaction. This means that the bank, at the request of WOW ESCAPE DOO BEOGRAD, will refund the amount to the card account used for payment. Refunding amounts paid by card cannot be executed in cash, to another card, or by any other payment method.

WOW Escape initiates the approved refund without unnecessary delay. The timeframe in which the amount will be visible in the User's account depends on the issuing bank, card organization, and processor. Fees and currency differences that may be applied by the User's bank are not under WOW Escape's control.

Partial refunds are possible only when part of the Service is canceled or when such refund is expressly approved. The User will receive confirmation that the refund has been initiated.

 

8.4. Conversion Statement

All payments will be made in the currency of the Republic of Serbia - dinar (RSD). For informational display of prices in other currencies, a reference exchange rate may be used, but the transaction is executed in RSD.

When paying with a card issued abroad, the transaction amount may be converted into the accounting currency of the card organization, and then into the currency of the User's account according to the rates and rules of the issuing bank. Therefore, the final charged amount may differ from the informatively displayed amount in foreign currency. Any exchange rate differences and fees are determined by the card issuing bank.

 

8.5. Card Registration and Tokenization

WOW Escape does not store the card and does not offer a user account with a permanently registered card. Data is entered for each individual payment, which is why card registration/tokenization is not applicable.

If in the future storing a card token for faster payments is enabled, the User will receive clear notification in advance and give special consent. Only the security token generated by the processor will be stored, not the complete card data; the removal of the registered payment method will be allowed, applying PCI DSS and other relevant standards.

 

9. Consumer's Right to Withdrawal

Escape room reservation represents a service related to recreational activities provided at a specific time. In accordance with Article 38, point 12) of the applicable Consumer Protection Law, the consumer has no legal right to withdraw from such a contract without cause within 14 days when the contract specifies a specific term or execution period.

Notwithstanding the mentioned legal exception, WOW Escape applies the cancellation and change of appointment policy from section 7. This provision does not affect the right to a refund or other legal remedy when the Service has not been provided, is not in accordance with the contract, or when the cancellation is on WOW Escape’s side.

 

10. Participation Rules and Safety

  • Participants must carefully listen to the introductory safety rules and follow the instructions of the game master and staff.
  • Using force, climbing on furniture or structures, touching marked technical elements, bringing in dangerous items, and any behavior that may endanger people or property is prohibited.
  • Individuals under the influence of alcohol or psychoactive substances, aggressive individuals, or individuals who refuse safety instructions may be removed or denied participation without refund, unless mandatory regulations dictate otherwise.
  • The participant is obliged to check the warnings for the specific room before making a reservation and inform the staff of circumstances relevant to safe participation, especially serious claustrophobia, photosensitivity, limited mobility, or other health conditions that may be affected by light, sound, spatial, or physical effects.
  • Recording, photographing, disclosing solutions to puzzles, and removing props is not allowed without previous consent from WOW Escape.

 

11. User Responsibility and Damage

The User is responsible for any damage they intentionally or through extreme negligence cause to equipment, space, or third parties. The Group Organizer is obliged to inform the participants of the rules but is not automatically responsible for the actions of another adult participant without legal basis.

WOW Escape is responsible for proper and safe provision of Service in accordance with the contract and regulations. Nothing in these Terms excludes the liability that cannot be excluded or limited, especially liability for intent or extreme negligence, injury to life or body, and legal rights of consumers.

WOW Escape is not responsible for personal items left unattended, unless the damage is the result of the fault for which WOW Escape is liable under the law.

 

12. Use of the Site and Intellectual Property

The content of the Site https://wowescape.rs/, including texts, graphics, photographs, videos, room names, scenarios, puzzles, design, and labels, is protected by the intellectual property rights of WOW Escape or its licensors. The User is granted a limited, revocable, non-exclusive, and non-transferable right to use the Site for personal, non-commercial purposes.

Unauthorized copying, publishing, commercial exploitation, attempts of unauthorized access, disruption of the operation of the Site, removal of rights labels, or use of automated means that burden or threaten the Site is prohibited.

 

13. Privacy and Cookies

Personal data is processed in order to respond to inquiries, conclude and execute reservations, billing, issuing invoices, resolving complaints, security, and fulfilling legal obligations. Details about the data controller, legal basis, retention periods, recipients, and rights of individuals are governed by a separate Privacy Policy.

The use of necessary and other cookies is regulated by the Cookie Policy and consent settings on the Site. Links to the Terms, Privacy Policy, and Cookie Policy should be available on every page of the Site.

 

14. Complaints

The consumer may file a complaint at the WOW Escape location, by mail or electronically at hello@wowescape.rs, providing their name, contact details, reservation number, description of the issue, and request of the consumer. Providing an invoice or reservation confirmation facilitates verification, but the existence of the contract can also be proven by other relevant evidence.

WOW Escape will promptly confirm receipt of the complaint and provide a record number. The complaint will be responded to in writing or electronically within the timeframe prescribed by law, currently no later than eight days from receipt. An accepted complaint will be resolved within the legal timeframe, which for this type of Service typically cannot exceed 15 days, unless the law allows otherwise and the consumer is duly informed of such.

 

15. Out-of-Court Consumer Dispute Resolution

After a previously stated complaint, the consumer may initiate the out-of-court consumer dispute resolution process through the official platform of the Ministry of Internal and Foreign Trade: https://vansudsko.must.gov.rs/. WOW Escape is legally obligated to participate in this process. The consumer retains the right to judicial protection in accordance with the law.

 

16. Amendments to the Terms

WOW Escape may change these Terms to comply with regulations, changes in the Service, technology, or business. The new version is published on the Site with the date of the update. The version applicable at the time of concluding the reservation applies to already confirmed reservations, unless the change is more favorable to the User or is mandated by law.

 

17. Governing Law and Final Provisions

These Terms and the relationship between the User and WOW Escape are governed by the law of the Republic of Serbia. For disputes, the competent court shall be determined according to the rules of applicable regulations, without restricting the consumer's right to initiate proceedings before the court competent by law.

If any provision is found to be null or unenforceable, the remaining provisions shall remain in effect to the extent that they can produce legal effects. The unenforceable provision shall be interpreted as closely aligned with its legal purpose.