General Terms and Conditions of Booking and Service

Effective from: 9 November 2026

1. General Information

These Terms and Conditions govern the booking and provision of experience-based activities offered under the BrainTeaseLava brand through the website www.brainteaselava.sk.

The provider of services organised by City Game s.r.o. is:

City Game s.r.o.
Tománkova 4, 841 05 Bratislava, Slovakia
Company ID (IČO): 51685531
Tax ID (DIČ): 2120770421
Email: info@brainteaselava.sk
Phone: +421 908 828 141

Our activities include Mystery Dinner, City Game, Escape Room, and other entertainment and team-building experiences.

Some activities may be provided in cooperation with external partners. Where a customer makes a booking or places an order directly with another provider, that provider’s terms and conditions shall apply. The identity of the provider and the applicable terms and conditions must be made available to the customer before the booking or order becomes binding.

2. Bookings and Reservations

Bookings can be made through our website, by email, by telephone, or using another method specified for the particular activity.

Submitting a booking form constitutes a booking request. Unless otherwise expressly stated during the booking process, a reservation becomes binding only after it has been confirmed by the provider.

Customers must provide accurate contact information and notify the provider of any changes without undue delay.

The date, time, location, number of participants, and other relevant details are specified in the activity description or booking confirmation. Availability of a requested time slot cannot be guaranteed.

3. Prices and Payment

Current prices are displayed alongside individual activities or provided in a personalised quotation. Before placing a binding order, customers are informed of the total price, including any additional charges.

Available payment methods depend on the activity and may include cash, payment card, bank transfer, or gift voucher.

Prices and payment terms for corporate events and individually arranged activities are agreed upon separately.

4. Changes and Cancellations

If a customer is unable to attend a booked activity, we ask that they contact us as soon as possible.

The following standard cancellation conditions apply to activities provided directly by City Game s.r.o.:

• Cancellations made at least 24 hours before the scheduled start of the activity are free of charge.
• For cancellations made less than 24 hours before the scheduled start, a cancellation fee of 50% of the cancelled booking price may apply.
• Rescheduling is possible by agreement and subject to availability.

Different cancellation conditions may apply to customised, corporate, or partner-operated activities, provided that the customer has been informed of these conditions before making a binding booking.

If the provider must cancel an activity for operational, safety, or other serious reasons, the customer will be offered an alternative date or a refund of the amount paid. This does not affect any additional statutory rights of the customer.

5. Participation and Safety

Participants must follow the organiser’s instructions, the rules of the specific activity, and general safety guidelines.

Age restrictions, physical requirements, or the need for adult supervision may vary depending on the activity. Such requirements are specified in the activity description or communicated before the activity begins.

The organiser may refuse participation to anyone whose behaviour poses a safety risk to others, particularly individuals under the influence of alcohol or other intoxicating substances.

Participants must not intentionally damage equipment, use excessive physical force, or interfere with technical installations. Liability for damage is governed by applicable law.

Participants are advised to arrive on time. Late arrival may reduce the time available for the activity or prevent it from taking place in full.

6. Gift Vouchers

Gift vouchers can be redeemed for the activities specified in the relevant voucher offer. Their validity, value, and redemption conditions are stated at the time of purchase or on the voucher itself.

Advance booking is required to redeem a gift voucher. A voucher does not normally guarantee availability on a particular date.

For gift vouchers purchased remotely without booking a specific date, the statutory rules governing the consumer’s right of withdrawal apply. Customers may notify us of their intention to withdraw by emailing info@brainteaselava.sk.

7. Right of Withdrawal

For leisure activities booked for a specific date or time, consumers are generally not entitled to withdraw from the contract without giving a reason within 14 days. This exception is provided for under Section 19(1)(l) of Slovak Act No. 108/2024 Coll., concerning services related to leisure activities provided on a specific date or within a specific period.

In such cases, cancellation or rescheduling is governed by the agreed cancellation conditions set out above.

This does not affect the customer’s statutory rights if a service is not provided or is provided improperly.

8. Complaints and Dispute Resolution

If a customer is dissatisfied with a service or believes that it was not provided as agreed, they may contact us at info@brainteaselava.sk.

We recommend including the date of the activity, booking details, and a brief description of the issue. Complaints are handled in accordance with applicable legislation, and customers will be informed of the outcome.

Consumers have the right to request a remedy from the provider. If the provider rejects the request or fails to respond within 30 days, consumers may, subject to the applicable legal conditions, contact an authorised alternative dispute resolution body, such as the Slovak Trade Inspection Authority.

Information about alternative consumer dispute resolution is available at www.soi.sk.

9. Personal Data Protection

We process customers’ personal data to the extent necessary to manage bookings, provide services, and comply with legal obligations.

Further information is available in our Privacy Policy.

10. Final Provisions

These Terms and Conditions apply to bookings, orders, and purchases made on or after their effective date, unless otherwise agreed for a particular service.

The provider reserves the right to update these Terms and Conditions. Any updated version shall not apply retrospectively to contracts already concluded, unless permitted by law or agreed with the customer.

Nothing in these Terms and Conditions limits the rights granted to customers under applicable mandatory law.