The administrator of the exit19.pl website is LEMON CITY spółka jawna, based in Wrocław (50-069), entered into the National Court Register by the District Court in Wrocław, Commercial Division of the National Court Register, under KRS number 0000718655, tax identification number NIP 897-185-20-00, REGON 369482250. The administrator can be contacted via email at kontakt@exit19.pl
§ 1 Introduction
1. These Terms and Conditions define:
a) the rules for concluding and performing a Room Reservation Agreement,
b) the rules of reservation,
c) the rules of the game,
d) the safety rules for the services,
e) the rules of payment – in cash, by payment card, or by voucher – for services provided by: LEMON CITY spółka jawna, based in Wrocław, operating locations at ul. Ofiar Oświęcimskich 19 and ul. Ofiar Oświęcimskich 17, and HOUSE OF CRIME sp. z o. o., based in Wrocław, operating the location at ul. Pawła Włodkowica 21/2, operating under the Exit19.pl brand.
§ 2 General Provisions
1. The person making the reservation is obliged to read the Terms and Conditions before booking an escape room and to pass on the information contained therein to the other individuals who will take part in the game (hereinafter referred to as “Participants”).
2. A reservation can be made only after accepting the Terms and Conditions.
3. Each participant accompanying the person who made the reservation undertakes to read these Terms and Conditions. Participation in the game is only possible after signing a written statement that, among other things, confirms the participant’s acceptance of the Terms and Conditions.
4. Each participant is required to follow the instructions of the venue staff (“Game Masters”).
5. Every person present on the premises, even if not participating in the entertainment, must comply with the Terms and Conditions and staff instructions.
6. Each participant is obliged to behave during the game in a manner consistent with the Terms and Conditions and with applicable law.
§ 3 Special Provisions
1. Participants must arrive exactly at the time specified in the reservation—neither earlier nor later.
2. An Exit19.pl employee has the right to shorten the group’s escape room time by the amount of their delay. If the delay could cause games for punctual groups to run late, those punctual groups have priority.
3. A strict ban on smoking, consuming alcohol, and using intoxicating substances applies throughout the premises.
4. Persons under the influence of alcohol, intoxicants, or other substances affecting consciousness or mental state may not participate in the game.
5. For safety reasons, Exit19.pl has the right to refuse admission to clients who do not meet the conditions described in points 1–4. In such cases, Exit19.pl bears no legal consequences; in particular, participants are not entitled to a refund of the entry fee (if it was paid in advance) or may be required to pay the entry fee as compensation for Exit19.pl’s lost profits.
6. Each participant takes part in the game at their own risk.
7. Persons suffering from claustrophobia, epilepsy, breathing difficulties, heart or circulation problems, pregnant women, and individuals undergoing psychiatric treatment should not participate in the game. If they nonetheless decide to participate, they do so at their own risk. Such individuals are asked to contact a staff member before the game begins. Exit19.pl is not responsible for any deterioration of a participant’s health resulting from participation by persons suffering from the above conditions. Before the game, participants must read the restrictions provided on the subpage for the specific room.
8. During the game, the use of mobile phones, cameras, camcorders, calculators, flashlights, and other electronic devices is strictly prohibited.
9. Taking photographs or recording video within Exit19.pl premises is strictly prohibited. Any attempt to break this rule will be treated as an infringement of Exit19.pl’s intellectual property and will result in legal action, including the imposition of a contractual penalty of 500 PLN by a staff member.
10.All items listed in point 8 must be left in the designated area at reception before the game begins and collected afterwards.
11.Exit19.pl is not responsible for property damage or personal injury caused by participants, third parties, or force majeure.
12.It is forbidden to bring in or use any sharp or dangerous items such as weapons, knives, ammunition, machetes, cleavers, screwdrivers, pipe wrenches, etc.
13.Smoking (including electronic cigarettes) and the use of lighters or matches are prohibited throughout the entire facility.
14.Animals are not allowed on the premises.
15.Exit19.pl locations are equipped with fire extinguishers, first-aid kits, and rescue blankets, which may only be used in situations where life or health is at risk or upon explicit instruction from authorized staff. Unauthorized touching, moving, activating, or using this equipment is prohibited and may result in a contractual penalty of up to 500 PLN.
§ 4 Reservation
1. A reservation can be made using the form on the website www.Exit19.pl, by phone at the numbers provided on the page exit19.pl/kontakt/, or in person at the Exit19.pl premises (Wrocław, ul. Ofiar Oświęcimskich 19 – Gate A, ul. Ofiar Oświęcimskich 17 – Gate B, or ul. Pawła Włodkowica 21/1).
2. When making a reservation, the following information must be provided:
a) number of participants,
b) name of the selected room,
c) date and time of the reservation,
d) contact phone number,
e) email address,
f) first and last name of the person making the reservation. Missing or incorrect data results in an invalid reservation and prevents participation in the game.
3. After submitting a reservation, the participant will receive an email – sent to the address provided during the reservation – containing the details of the reservation.
4. An Exit19.pl employee may verify the reservation by contacting the participant by phone or email using the data provided in the reservation. If confirmation is not obtained, the reservation will be canceled.
5. A reservation may be canceled by email, phone, or in person. Players are entitled to a refund of the game fee only if the reservation is canceled no later than 24 hours before the game. Otherwise, they are required to pay the full fee for the game.
6. In the case of reservations made less than 24 hours before the planned game, changing or canceling the reservation is only allowed within two hours of making it. After this time has passed, participants are required to pay the full fee for the game.
7. The entrance fee must be paid in advance. Payment may be made by card, in cash at the premises, or by bank transfer.
8. It is possible to issue a VAT invoice for the game. Information about the desire to receive an invoice must be provided no later than at the time of payment.
9. A reservation may be made by an adult with full legal capacity. Minors may use Exit19.pl’s services only if they have the consent of their legal guardians.
10.Use of Exit19.pl services is paid according to the price list on the website www.Exit19.pl. The price depends on the selected scenario, the time of the game, and the number of players. The prices on the website are gross prices.
11.Vouchers can be purchased by email in accordance with the information provided at https://exit19.pl/oferta/vouchery-prezentowe/ or in person at the premises.
12.A voucher is single-use, and its validity period is 6 months.
13.It is possible to use more than one Exit19.pl voucher during a single transaction.
14.When paying for a game with a voucher, on the day of the reservation it must be presented to the staff in physical form or as a digital file (in the case of electronic vouchers) for verification. Providing only the voucher number issued by Exit19.pl is not sufficient for its redemption.
§ 5 Game
1. The game takes place in rooms (“Rooms”) in the building (“Facility”) in Wrocław at Ofiar Oświęcimskich 19 (Gate A) or Ofiar Oświęcimskich 17 (Gate B) or Pawła Włodkowica 21/1 (depending on the selected game).
2. Information regarding the location is placed on the page of the given room, in the reservation confirmation email, and in the SMS reminder about the reservation date.
3. The game may involve from 2 to 7 players, depending on the room. Information regarding the maximum number of players is placed on the page of the given room.
4. During the reservation, the planned number of participants must be selected. The final number of players may change; in that case there is no need to inform the staff about a different number of participants. The payment will cover the final number of players.
5. It is not possible to exceed the player limit. The number provided on the website is final and does not change regardless of circumstances.
6. During the game, participants are in contact with the Game Master.
7. The game consists of solving logical and dexterity puzzles. The task of the players is to escape from the room or complete the presented task within a specified time. After this time expires, the game ends and the players are required to leave the room.
8. Participants will not receive a refund in the event of early termination of the game at the request of one of the players or the entire group.
9. An employee of Exit19.pl has the right to interrupt the Game:
a) if the participants’ behavior violates decency, good manners, or social coexistence – despite a single warning,
b) in case of danger threatening the Participants,
c) when participants use mobile phones or cameras,
d) in case of the Participant’s non-compliance with the Regulations or game rules,
e) destruction or other unauthorized use of the Room or Room equipment,
f) failure of the Participant to follow the instructions of the Exit19.pl employee,
g) suspicion that any Participant is under the influence of alcohol or intoxicants,
h) vulgar and/or aggressive behavior by the Participant. In the event of interrupting the game for the above reasons, no refund is granted.
10.Participants agree to take care of the objects and furniture forming the décor of the rooms.
11.Participants bear full civil liability for any damage or destruction of equipment or devices of the Facility caused by them.
12.In some rooms, there are elements marked with yellow-black safety tape, intended for internal use only – they must not be touched during the game.
13.Other markings of elements excluded from the game, if present, will be presented to participants during the introduction before the game begins.
14.Participation in the Game does not require the use of physical force. Behaviors involving the use of force such as kicking, pulling, hitting, or other aggressive actions leading to the destruction of props, scenery, or other elements of the Rooms are prohibited.
15.In case of danger, persons located in the Exit19.pl premises should immediately contact the Game Master and proceed to the nearest emergency exit.
16.All Game Rooms are monitored (image and sound will not be shared anywhere). Recordings from the monitoring may be used to protect property and ensure the safety of game participants.
17.A participant who, on the premises of the Facility, consciously decides to be audiovisually recorded or photographed by an employee, agrees to the free use and distribution of the above-mentioned film or photographic material by Exit19.pl on social media. At the participant’s request, these materials may be removed.
18.Souvenir photos taken after the game for participants (with their consent) are sent free of charge to the email address they provide. These photos will not be used by Exit19.pl for company promotion on social media without prior consent of the participants visible in the photo.
19.Exit19.pl is not responsible for property losses or health damage occurring during the game to persons who do not follow basic safety rules, including, among others: climbing on furniture, kicking props forming room equipment, crossing tapes marking room boundaries, inserting fingers/hands/tools into electrical outlets, unscrewing light bulbs, and other behaviors in which the participant exposes themselves to injury.
20.Participants agree not to hinder or disturb the game of other persons using the facility.
21.It is forbidden to consume any elements of the scenery located in the rooms. All props and decorations are part of the equipment and are not intended for consumption.
22.Chewing gum is prohibited on the premises, especially during the game.
23.Participants may only bring drinking water in a closed bottle into the room. Bringing other beverages is prohibited. Participants are responsible for any damage resulting from spilling liquids on room equipment.
24.Rooms marked as “16+” (visible in the search engine and on the room page) are not intended for younger audiences.
25.Participants over 16 years of age may play in any of the available Rooms, but until they turn 18 they may not supervise younger participants.
26.Participants over 14 years of age, if playing in “16+” room without a legal guardian, must have the guardian’s written consent to participate in the game. The consent must include the child’s and guardian’s full name, the game date, time and a legible signature. A consent template is available at the end of the regulations.
27.An employee who has doubts regarding the participants’ age has the right to request a document to verify it. If the age allowing independent play is not confirmed or if the player does not have the required guardian consent, they will not be admitted to the game.
28.For rooms marked as “16+”, participants under 14 years of age may play only accompanied by an adult. The minimum age of a participant in such rooms is 6 years; however, due to their content, these rooms are not recommended for such young players.
29.If during the game, under the supervision of an adult guardian, a participant under 14 years of age resigns from further play, they must leave the room together with the responsible adult. If the number of players in the room then falls below 2 people or the remaining players are not ensured supervision, the game is interrupted at that moment, and no refund is granted.
30.Legal guardians are responsible for the behavior of participants under 16 years of age, including any damage or destruction caused by them.
31.For rooms marked as “no age restrictions,” participants aged 10 to 16 may play without the presence of an adult, provided they have written consent to participate. The consent must contain the child’s and guardian’s full name, the game date and room name, a contact phone number, and a legible signature. If the group is dropped off and picked up by an adult guardian, the guardian may give consent through an additional signature on the statement, along with providing a contact phone number to the staff. If any participant decides to leave the room, the guardian must pick them up and take responsibility for them.
32.Players under 10 years of age may participate in a “no age restrictions” room only accompanied by an adult guardian.
33.In some scenarios, it is possible to play with an actor. This applies to the “Abandoned Hotel” room (during every session), the “Asylum” room (on Mondays), and, in special cases, other scenarios, which will be indicated by the price list name “with actor” or similar.
34.Any physical contact with the actor is prohibited, in particular pushing, pulling, grabbing, hitting, or blocking their movement. It is also forbidden to take any props from the actor, except in situations where the actor clearly hands them to the participants.
35.It is forbidden to take any actions that may endanger the actor’s health, life, or safety, including attempts at intimidation, use of objects, or aggressive verbal behavior.
36.In case of violation of the above rules, the game will be immediately interrupted without the right to a refund, and the participant (or group) bears full civil and criminal liability for any damages caused to the actor or organizer.
37.The actor participating in the game does not make physical contact with participants, does not take actions that may cause them harm, and does not perform actions that could be perceived as physical violence. However, it is possible for the actor to hold players by the hands to safely escort them to the place where the gameplay begins.
38.Participants may resign from the actor’s involvement during the game without giving a reason. In such a case, a clear message must be conveyed via the walkie-talkie: “We resign from the actor’s participation.” The employee will confirm receiving the message, and the game will continue without the actor. Resignation from actor participation does not constitute grounds for a refund of the game fee or any part of it, regardless of the moment of resignation.
39.Due to space limitations, waiting area rooms are available only for groups waiting to begin their game. They may therefore be unavailable to groups arriving before their reservation time and to accompanying persons not participating in the game.
40.In matters not regulated in these regulations, the provisions of the Civil Code apply accordingly.
§ 6 Personal data
1. The personal data provided by the Participant are collected and processed by Exit19.pl in accordance with applicable legal regulations.
2. The person reserving a Room consents to the processing of personal data. The data are entered during the reservation process. Giving this consent constitutes the basis for processing personal data in accordance with applicable legal provisions. Personal data are processed in the process of service delivery and participant contact with staff.
3. Statements regarding personal data may be withdrawn by the Participant at any time, with effect for the future, by sending information to the email address or in writing to the registered address of Exit19.pl.
4. Provisions regarding the rules of personal data processing and the use of cookies are contained in the privacy policy.
5. The data administrators are: LEMON CITY spółka jawna with its registered office in Wrocław (50-069), entered into the National Court Register in the District Court in Wrocław, Commercial Division of the National Court Register, under KRS number 0000718655, tax identification number NIP 897-185-20-00, REGON 369482250; and HOUSE OF CRIME spółka z ograniczoną odpowiedzialnością with its registered office in Wrocław (50-072), entered into the National Court Register in the District Court in Wrocław, Commercial Division of the National Court Register, under KRS number 0000479883, tax identification number NIP 897-179-33-90, REGON 022264064.
6. Personal data provided during reservation and payment will be used for purposes related to the reservation and proper service execution. The Participant agrees to the processing and use of their personal data within the above scope. Personal data are not shared with third parties.
7. The Participant has the right to access their personal data, to correct, rectify, delete, limit processing, the right to data portability, the right to object, and the right to withdraw consent at any time without affecting the lawfulness of processing carried out by Exit19.pl by personally submitting such a request or sending it to the email address: kontakt@exit19.pl
§ 7 Consumer rights
1. In accordance with the Act of 30 May 2014 on consumer rights, a Participant who is a consumer may withdraw from a distance service contract (e.g. via the website) without giving any reason, by submitting an unambiguous statement on this matter to Exit19.pl within 14 days from the date of concluding the contract. The moment of contract conclusion is defined as sending the subject of the contract together with proof of payment to the consumer’s email address.
2. To meet this deadline, it is sufficient to send the statement before its expiry (for example, a letter sent by post or by email).
3. In the event of an effective withdrawal from the contract, the contract is considered not concluded and all payments are refunded.
4. In the event of an effective withdrawal from the contract, Exit19.pl is obliged to refund to the Participant all payments received, if any were made.
5. Exit19.pl will refund payments received from the Participant no later than within 14 days from the date of receiving the statement of withdrawal from the contract sent by the consumer.
6. In accordance with Article 38(12) of the Act, the right to withdraw from the contract does not apply if the service provider is to provide the service on a specified day and time – this applies, among other things, to the reservation of a Room for a specific date. This means that the Participant cannot withdraw from the contract after booking a specific game time.
7. In the case of purchasing a gift voucher in electronic form and using it within 14 days of purchase, the Participant loses the right to withdraw from the contract concluded outside the business premises.
8. The consumer has the right to use out-of-court methods of handling complaints and pursuing claims, in particular:
a) submitting an application to the permanent consumer arbitration court,
b) submitting an application for mediation to the provincial inspector of the Trade Inspection,
c) contacting a municipal or district consumer ombudsman or a social organisation whose purpose is consumer protection.
9. Detailed information on the possibility of out-of-court dispute resolution is available at www.uokik.gov.pl. 10.The consumer may also use the ODR platform, available at http://ec.europa.eu/consumers/odr. The platform is used to resolve disputes between consumers and traders seeking an out-of-court settlement of a dispute concerning contractual obligations arising from an online sales contract or service contract. 11.Exit19.pl
’s liability towards Participants who are not consumers is limited solely to cases of gross negligence or intentional misconduct. 12.The template of the statement of withdrawal from the contract referred to in paragraph 2 is available at https://samorzad.gov.pl/attachment/0d21f430-7d36-4642-8cc6- bf03773c3d76
§ 8 Complaint
1. Complaints concerning the services provided may be submitted by the Participant electronically to the address kontakt@exit19.pl
2. A correctly submitted complaint should contain at least the following data:
a) first and last name,
b) email address,
c) subject of the complaint,
d) circumstances justifying the complaint.
3. The decision regarding the complaint will be sent to the Participant at the email address provided.
4. Exit19.pl will respond to the complaint immediately, no later than within 14 calendar days from the date of its submission.
§ 9 Final provisions
1. The Regulations enter into force on the date of publication on the Website.
2. For important reasons, the Administrator reserves the right to amend the Regulations. Important reasons justifying changes to the Regulations include in particular changes in generally applicable legal provisions, organisational changes on the part of the Administrator, expansion of services provided by the Administrator, the inability to continue providing services under the current conditions, and the need to adapt the Regulations to unfair practices of Users aiming to circumvent the prohibitions specified in the Regulations.
3. Changes to the information contained in the Regulations, for which the Consumer Rights Act requires an agreement between the parties, may be made after the Contract has been concluded and before its complete performance only after the Participant has given explicit consent.
4. If the Participant does not accept the content of the new Regulations, they have the right to terminate the Contract at any time by submitting a declaration of intent to the Administrator.
5. Reservations and purchases made by Participants before the amendments to the Regulations come into force are processed according to the previous provisions of the Regulations.
6. The parties submit all disputes arising from the Contract concluded between them or from the applied Regulations to the court competent for the location of the Room, without prejudice to the Consumer’s right to file a lawsuit in accordance with the provisions of generally applicable law.
Download: Parent/Guardian Consent
