General Terms and Conditions

1.1 Provider

Secret Mission Eventline DKS OG, Sapphogasse 20/3, 1100 Wien, Austria (hereinafter “Secret Mission”, “we”, “us”).

Contact: office@secretmission.at | +43 670 198 42 34

1.2 Scope

(1) These Terms apply to all contracts for the booking and delivery of “Secret Mission” experiences / events (“Events”) and to the purchase and redemption of gift cards offered or sold by Secret Mission (online and offline).

(2) Deviating terms of customers apply only if we expressly agree to them in writing.

(3) For corporate and group events that we deliver on the basis of an individual quote, the provisions of Part B (§ 19 to § 27) apply in addition. Supplementary or deviating terms may also be agreed in writing for special dates, framework agreements or partnerships. In that case these Terms apply subsidiarily.

(4) This version of the Terms applies to all contracts concluded from 30.09.2026 onwards. For contracts concluded earlier, the version in force at the time of booking applies (§ 18.5 para. 2).

1.3 Definitions

(1) “Customer” is the person who makes the booking or purchases the gift card (“booking person”).

(2) “Participant” is every person who actually takes part in the Event (including the customer, fellow players and accompanying persons, where admitted).

(3) “Consumer” is a person within the meaning of the Consumer Protection Act (KSchG) who does not act predominantly for professional/business purposes. “Business” has the meaning given in the Commercial Code (UGB).

(4) “Ticket” is the booking confirmation/entitlement to participate (usually electronic).

1.4 Contract language and communication

(1) The contract language is German, unless expressly agreed otherwise.

(2) Legally relevant notices are sent to the e-mail address provided at booking or to office@secretmission.at.

2.1 Nature of the Events

(1) Secret Mission offers interactive leisure and role-play experiences which, depending on the mission/format, may include outdoor and/or indoor elements, puzzles/tasks, acting/interaction elements, props and, where applicable, physical/tactical elements.

(2) Content, duration, level of difficulty, start time, meeting point, equipment requirements, age and participation requirements are set out in the respective mission description and/or the booking confirmation as well as supplementary instructions.

(3) The duration we state is a guide value. Minor deviations (of up to 15 minutes) do not constitute a defect.

2.2 Third-party services / partners

(1) Where individual components of the service are provided by third-party providers (e.g. location partners, transport or driving services, technical service providers), their safety and usage rules apply in addition.

(2) Where we merely arrange third-party services, a contract for them is concluded directly between the participant/customer and the third-party provider. Where third-party services are part of our overall package, we remain the contracting party for the overall package; this is without prejudice to mandatory safety instructions and conditions of the third-party providers.

2.3 Changes to the procedure

(1) We are entitled, for objective reasons (safety, weather, official orders, unforeseeable circumstances, unavailability of locations/staff, force majeure), to adapt the procedure, the route, the order of tasks, team compositions or individual scenario elements, provided that the overall character and the essential scope of the booked mission are preserved.

(2) To the extent permitted by law, such adaptations do not give rise to any claim to termination of the contract, price reduction or damages, provided that the overall character of the booked experience is preserved.

(3) Significant changes (e.g. a switch of format from outdoor to indoor or vice versa, a substantial shortening) will be communicated in advance. In this case, the customer has a right of withdrawal.

3.1 Booking and conclusion of contract

(1) Bookings can be made via our website/online booking, by e-mail, by telephone or via sales channels approved by us.

(2) The contract is concluded as soon as we confirm the booking (electronically or in writing) or provide the ticket.

(3) By booking, the customer confirms having taken note of and accepted these Terms, the privacy policy and the cancellation and participation conditions.

3.2 Pre-contractual information obligations (distance selling)

(1) For online bookings, we fulfil the information obligations under §§ 4, 5 of the Distance and Off-Premises Contracts Act (FAGG). The essential characteristics of the contract, the total price, the payment and cancellation conditions and information on the right of withdrawal are presented clearly and comprehensibly before the contract is concluded.

(2) Confirmation of the conclusion of the contract is provided without delay on a durable medium (§ 7 FAGG).

3.3 Obligations of the booking person (group bookings)

(1) If a person books for several participants, they confirm that they are authorised by all participants to make the booking and that they will pass on all relevant information (Terms, safety rules, participation requirements, notice of the risk/liability declaration to be signed separately) to the participants.

(2) The booking person is liable to us for the accuracy of the data provided and for ensuring that any required consents (e.g. for minors) have been obtained.

3.4 Ticket/entitlement to participate

(1) The ticket entitles the holder to take part in the booked Event on the booked date.

(2) Participants must present valid photo ID on request (e.g. for age verification).

(3) The ticket is not transferable, except in accordance with § 3.5.

3.5 Ticket transfer (substitute participant)

(1) Transfer to a substitute person is permitted, provided that the substitute person meets all participation requirements and the transfer is notified in writing (e-mail) no later than 24 hours before the Event starts (name of the substitute person).

(2) In the case of changes at shorter notice, we will try to accommodate you as a goodwill gesture; there is no entitlement.

4.1 Prices

(1) Unless stated otherwise, all prices include statutory value added tax (AT).

(2) Promotional prices/discounts apply only to the period booked in each case and cannot be applied retroactively or transferred to other dates.

(3) For individual corporate quotes/special formats, the price stated in the respective quote applies.

4.2 Payment

(1) Unless agreed otherwise, the ticket price is due immediately upon conclusion of the contract.

(2) Accepted payment methods are set out in the booking process or in the quote. Cash payment on site is only possible if expressly offered.

4.3 Default, reminder fees

(1) In the event of late payment, statutory default interest applies (currently 4 % p.a. for consumers under § 1000 of the Austrian Civil Code (ABGB), or 9.2 percentage points above the base rate for businesses under § 456 UGB).

(2) Reminder and collection costs are only passed on in the amount permitted by law and only to the extent necessary or actually incurred.

4.4 Set-off / retention

(1) Customers may set off undisputed counterclaims or counterclaims that have been established by final judgment. Consumers also have the right to set off connected counterclaims (§ 6 Abs 1 Z 8 KSchG).

(2) Businesses may set off in accordance with the general statutory rules, unless mandatory provisions preclude this.

5.1 Our own gift cards

(1) Unless expressly designated as a “service gift card”, our gift cards are value gift cards in EUR and can be redeemed, up to the credit balance, for the Events we offer from time to time.

(2) A gift card is not a means of payment; no interest is paid.

5.2 Redemption

(1) Gift cards must be redeemed at the time of booking by entering the gift card code.

(2) If the gift card value is not sufficient, you can pay the difference. If the gift card value exceeds the ticket price, a remaining credit balance is retained.

5.3 Validity period and refund

(1) Value gift cards purchased for consideration can be redeemed for 3 years from the date of issue.

(2) On request, we will extend the redemption period. Instead of an extension, the gift card holder may, after the redemption period has expired, also request a refund of the amount paid for the gift card, less any part already redeemed.

(3) An extension/refund must be claimed in writing, presenting the gift card code and suitable proof of purchase.

(4) There is no cash payout before the redemption period expires.

(5) Claims under para. 2 become time-barred 30 years after the date of issue.

5.4 Third-party gift cards / platform gift cards

(1) Gift cards from third-party providers (e.g. gift card platforms) are only accepted in accordance with the respective gift card conditions and – where specified by us – only in electronic form.

(2) We cannot redeem expired third-party gift cards; any claims must be asserted against the issuer.

5.5 Misuse

If manipulation, multiple use or other misuse is suspected, we may refuse redemption until the matter has been clarified.

6.1 Principle

In the case of distance contracts, consumers generally have a 14-day right of withdrawal under §§ 11 ff FAGG, unless a statutory exception applies.

6.2 No right of withdrawal for event dates with a fixed time/period

For contracts for services related to leisure activities where the contract provides for a specific date or period of performance (§ 18 Abs 1 Z 10 FAGG), there is no right of withdrawal. This applies in particular to booking an event for a fixed date.

6.3 Right of withdrawal when buying a gift card

(1) When you buy a gift card online without a fixed date, a right of withdrawal generally applies.

(2) If it is expressly agreed during the ordering process that we are to begin performance of the contract before the withdrawal period expires (e.g. immediate digital provision/dispatch of the gift card) and you confirm that you thereby lose your right of withdrawal (§ 18 Abs 1 Z 1 FAGG), the right of withdrawal may lapse once the contract has been fully performed.

(3) To exercise the withdrawal, a clear statement by e-mail to office@secretmission.at within the 14-day period is enough.

(4) In the event of a valid withdrawal, we will refund the amount paid without delay, and no later than 14 days after receiving the withdrawal statement, using the same payment method.

6.4 Model withdrawal form (optional to use)

7.1 Rebooking

(1) Rebookings (changes of date) are possible free of charge up to 72 hours before the Event starts, subject to availability.

(2) Later than 72 hours, but no later than 24 hours before the Event starts, a rebooking is possible for a handling fee of EUR 15.00. Within 24 hours before the Event starts, rebookings are no longer possible.

(3) There is no entitlement to a specific alternative date.

(4) A maximum of one free rebooking is possible per booking. A handling fee of EUR 15.00 may be charged for each further rebooking.

7.2 Cancellation by customers

(1) Cancellation of bookings is not provided for. See 7.1 Rebooking.

(2) By way of derogation from para. 1, the following applies to bookings for which ticket insurance (an add-on option at checkout, currently EUR 7.50 per booking) was purchased: the booking can be cancelled free of charge up to 48 hours before the Event starts; in this case, the ticket price will be refunded in full via the original payment method. Rebookings are possible without a fee up to 24 hours before the Event starts, subject to availability. The fee for the ticket insurance itself is not refunded.

(3) For corporate and group events based on an individual quote, § 23 applies instead.

7.3 Illness / emergency

If a participant is unable to take part due to a proven illness/emergency, we will try to find a goodwill solution (e.g. a credit note or a rebooking), provided that a medical certificate or suitable proof is submitted within 14 days of the Event date. There is no legal entitlement, unless mandatory statutory grounds apply.

7.4 Reduction in the number of participants for groups

If a group is booked with a specific number of persons and fewer participants turn up, the cancellation rules above apply accordingly to the unused tickets.

8.1 Minimum number of participants

(1) Minimum numbers of participants may apply to certain formats. These are announced in the mission description or booking confirmation.

(2) If the minimum number of participants is not reached, we may cancel the date no later than 24 hours before the start, or merge/rebook it.

8.2 Cancellation by Secret Mission

(1) If we cancel, we offer, at the customer’s choice, (a) an alternative date or (b) a refund of the ticket price.

(2) To the extent permitted by law, there are no further claims (e.g. travel/hotel costs), except where caused by us intentionally or through gross negligence.

8.3 Force majeure / official orders / security situation

(1) In the event of force majeure (e.g. severe weather, closures, strikes, demonstrations, failure of essential infrastructure, official orders, security risks, epidemics/pandemics), we may postpone, adapt or cancel.

(2) In these cases, § 8.2 applies accordingly.

9.1 Age

(1) The minimum age depends on the respective mission. Unless stated otherwise, the minimum age is 14 years.

(2) Minors may only take part if accompanied by an adult (18 years) or if a written declaration of consent from the person(s) with parental responsibility is provided and the minor is able to complete the experience safely. For certain experiences, 18+ may apply.

(3) The declaration of consent for minors must be presented on site before the mission starts at the latest. Without a valid declaration of consent, participation is not possible; the cancellation rules (§ 7) apply accordingly.

9.2 Health / physical fitness

(1) Participation requires an adequate state of health. Certain experiences may be physically demanding or highly stressful.

(2) Persons with cardiovascular diseases, implants (e.g. pacemakers), epilepsy, severe fear of confined spaces/claustrophobia, panic disorders, asthma, severe allergies or other risk factors must obtain medical advice before taking part as to whether participation is possible.

(3) Participation under the influence of alcohol, drugs or medication that causes significant impairment is prohibited. We are entitled to check the condition of participants before the Event starts and to refuse participation in the event of obvious impairment.

(4) Pregnant persons are expressly advised against taking part in action events involving physical strain, scare elements or an increased risk of injury. In this case, participation is solely at their own risk and subject to a medical certificate of fitness.

(5) Participants are obliged, when booking or at the latest before the experience starts, to point out any existing health restrictions, allergies (in particular to latex, smoke/fog, strobe light) or physical impairments that could be relevant to safe participation.

9.3 Equipment / clothing

(1) Participants must provide the necessary clothing, sturdy footwear and, where applicable, weather-appropriate gear, unless expressly included.

(2) For experiences involving protective equipment (e.g. eye/mouth guards), this must be used without exception.

9.4 Punctuality

(1) Participants must arrive at the specified meeting point on time.

(2) Late arrival may shorten the playing time; there is no entitlement to an extension or refund. In the case of a delay of more than 15 minutes, participation may be refused without entitlement to a refund; the cancellation rules (§ 7) apply.

9.5 Conduct in public spaces

For outdoor elements, traffic rules and statutory provisions must be strictly observed. Participants act on their own responsibility and must not endanger or harass third parties.

10.1 Right to give instructions

(1) Instructions from Secret Mission and the staff/agents it deploys must be followed without delay.

(2) Safety instructions form part of the contract.

10.2 Protective equipment & handling of equipment

(1) Where protective equipment is required, it must be worn properly at all times.

(2) Tampering with equipment provided (e.g. props, technical devices, protective gear) is prohibited.

10.3 Prohibited items / acts

(1) Personal pyrotechnic articles, dangerous items or other non-approved equipment are prohibited.

(2) Violence, threats, discriminatory behaviour, harassment, extremism or other serious disruptions lead to immediate exclusion without a refund.

10.4 Exclusion / house rules

(1) In the event of breaches of safety rules or endangerment of others, we may exclude participants (even without prior warning).

(2) In this case, to the extent permitted by law, there is no entitlement to a refund if the participant is responsible for the exclusion. Consumers remain entitled to prove that we have suffered no loss or a lesser loss.

(3) Where possible, the exclusion is documented (time, reason, witnesses present).

11.1 Rental equipment

(1) Rental equipment remains our property and must be handled with care.

(2) Loss or damage must be reported without delay.

11.2 Deposit

(1) For certain equipment/services (e.g. vehicles, high-quality technology), we may require a reasonable deposit.

(2) The deposit will be refunded via the original payment method without delay after the undamaged equipment has been returned, and no later than within 14 days.

11.3 Compensation and costs

(1) In the event of culpable damage/loss, the participant must reimburse the actual repair or replacement costs. A “new for old” deduction will be taken into account.

(2) Necessary cleaning or handling costs are charged in a reasonable amount, provided they were caused by culpable conduct.

11.4 Lost items

(1) Items found are kept for up to 14 days and then handed over to the City of Vienna’s lost property service.

(2) To the extent permitted by law, we accept no liability for the loss/theft of personal items during the Event. This does not apply in the event of intent or gross negligence on our part.

12.1 Principle

(1) We are liable in accordance with the statutory provisions for intent and gross negligence.

12.2 Slight negligence

(1) In the case of slight negligence, liability for property damage and financial loss is excluded to the extent permitted by law (§ 6 Abs 1 Z 9 KSchG).

(2) Towards businesses, our liability for property damage and financial loss in the case of slight negligence is limited to the net ticket price of the respective booking.

12.3 Third-party providers

Where third-party providers provide services, we are not liable – to the extent permitted by law – for their acts/omissions, unless we use them as vicarious agents to perform our own contractual obligations or we are at fault in selecting or organising them.

12.4 Personal responsibility / contributory negligence

Participants are obliged to behave in a safety-conscious manner and to avoid risks. Contributory negligence is taken into account in accordance with the statutory rules.

12.5 Liability of participants / indemnification

Participants are liable for damage they culpably cause to us, other participants or third parties, and indemnify us against justified third-party claims to the extent that they are responsible for them.

12.6 Insurance

(1) Secret Mission has business liability insurance for the delivery of the Events offered.

(2) Participants are advised to take out their own accident and liability insurance or to check that such insurance is in place. Secret Mission gives no guarantee regarding the personal insurance cover of participants.

(1) For certain experiences and/or depending on the risk profile, participation is only possible after signing a separate “Liability Waiver, Assumption of Risk and Declaration of Consent”.

(2) If the declaration is not signed, participation may be refused. In this case, the cancellation rules (§ 7) apply accordingly, provided that the failure to sign lies within the participant’s sphere of responsibility and the obligation to sign was communicated in advance.

14.1 Warranty

(1) The statutory warranty provisions apply to the services provided.

(2) Owing to the experiential nature of the Events and subjective perception (level of difficulty, suspense, group dynamics), there is no entitlement to a particular experience or outcome.

14.2 Notification of defects

(1) Obvious defects must be notified in writing (e-mail to office@secretmission.at) without delay, and no later than within 14 days after the Event. For businesses, late notification results in the loss of warranty claims.

(2) For consumers, the mandatory statutory notification periods apply (2 years from performance of the service).

15.1 Recordings by Secret Mission

(1) Photo/video recordings may be made for documentation and safety purposes, to the extent necessary and permitted.

(2) We only use image/video material for marketing purposes on the basis of separate consent that can be withdrawn at any time (Art 6(1)(a), Art 7 of the General Data Protection Regulation (GDPR)). Consent can be withdrawn at any time with effect for the future by e-mail to datenschutz@secretmission.at.

15.2 Recordings by participants

(1) Recordings in sensitive areas/locations may be prohibited. Instructions must be followed.

(2) Commercial recordings or publications that reveal essential content / “spoilers” are prohibited without written consent.

15.3 Rights to content

All concepts, texts, puzzles, procedures, trademarks, photos, videos and designs are protected by copyright or other intellectual property rights. Any use beyond participation is not permitted without consent.

(1) Information on the processing of personal data can be found in our privacy policy on the website.

(2) Where video surveillance is used at locations for security reasons, this is done in accordance with the statutory requirements and with appropriate signage on site.

(3) We process participants’ personal data (in particular name, contact details, booking data and, where applicable, health-related information) exclusively for the purpose of performing the contract and within the limits permitted by law. Health data is only processed with express consent.

(1) Consumers can send complaints to us (office@secretmission.at). We aim to respond to complaints within 14 working days.

(2) Notice pursuant to EU Regulation No. 524/2013: the European Commission provides a platform for online dispute resolution (ODR): https://ec.europa.eu/consumers/odr/

(3) We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board. Our e-mail address for consumer complaints is office@secretmission.at.

18.1 Applicable law

Austrian law applies, excluding the UN Convention on Contracts for the International Sale of Goods. Mandatory consumer protection provisions of the country in which consumers have their habitual residence remain unaffected.

18.2 Place of jurisdiction

(1) For businesses, the exclusive place of jurisdiction is Vienna.

(2) For consumers, the statutory place of jurisdiction applies.

18.3 Severability clause

Should individual provisions of these Terms be or become invalid, the validity of the remaining provisions shall remain unaffected. The invalid provision shall be replaced by the relevant statutory provision. There shall be no reduction of an invalid clause to its permissible content (geltungserhaltende Reduktion) towards consumers.

18.4 Written form

(1) Amendments and additions to these Terms must be made in writing. This also applies to any waiver of the written form requirement itself.

(2) E-mail satisfies the written form requirement within the meaning of these Terms, unless expressly provided otherwise.

18.5 Changes to the Terms

(1) We reserve the right to amend these Terms with effect for the future. Changes are published at https://secretmission.at/agb/ on our website.

(2) For contracts already concluded, the Terms in force at the time of booking apply.

(1) Part B applies to Events whose content, date and price we set out in an individual quote – in particular company parties, team events, Christmas parties, incentives, exclusive bookings of entire time slots and special and group formats (“Corporate Events”).

(2) Individual tickets purchased via the online booking are not Corporate Events within the meaning of Part B, even if they are paid for by a company.

(3) The contracting party is the client named in the quote (“customer”). The customer is our point of contact for all questions concerning the Event and passes on the information relevant to participation to the participants (§ 3.3).

(1) What we provide – programme, duration, venue, date, number of participants, price and booked additional services – is set out in our written quote and the order confirmation. Descriptions on the website, in presentations or brochures only become part of the contract if the quote expressly refers to them.

(2) The contract is concluded when the customer accepts the quote in writing (e-mail is sufficient) and we confirm the order. A date is only considered firmly reserved for the customer from this confirmation onwards.

(3) If, after conclusion of the contract, the customer wishes to change the programme, venue, procedure or additional services, we will review these changes and confirm them with an adjusted quote. Any additional costs are borne by the customer. Changes to the number of participants are governed by § 21, postponements of the date by § 22.

(4) Side agreements and amendments must be made in writing; e-mail is sufficient (§ 18.4).

(1) The customer notifies us of changes in the number of participants in writing without delay. The number of participants last confirmed by us is invoiced, but at least the minimum number of participants or the minimum price stated in the quote.

(2) We are happy to accommodate additional participants subject to availability; additional persons are invoiced at the agreed price per person. An increase of more than 10 % over the confirmed number requires our prior written consent, because staff, rooms and materials are planned accordingly.

(3) The number of participants can be reduced free of charge up to 14 days before the Event starts, but not below the minimum number of participants. For a later reduction and for persons who do not turn up, the full price per person is invoiced. Expenses that we demonstrably save as a result (e.g. cancelled catering) are credited.

(1) At the customer’s request, we will postpone a Corporate Event to another available date up to 14 days before the Event starts. For this, we charge a handling fee on the total price:

(2) A postponement request received later than 14 days before the Event starts is treated as a cancellation under § 23, unless we expressly agree to the postponement.

(3) The alternative date should be within 12 months of the original date. If we cannot jointly find an alternative date, we will issue the customer a value gift card for the amount already paid, less the handling fee.

(4) If an Event starts later than agreed for reasons for which we are not responsible (e.g. late arrival of the group), the Event is not extended as a result; there is no entitlement to a price reduction. A change of time on the same day is only possible with our consent.

(1) By way of derogation from § 7.2, the customer may cancel a Corporate Event in writing. The date on which we receive the cancellation is decisive. We then charge a cancellation fee on the total price, including booked additional services:

(2) The customer is free to prove that we have suffered no loss or a substantially lower loss. For consumers, the court’s right to reduce the penalty (§ 1336 Abs 2 ABGB) remains unaffected.

(3) Instead of cancelling, the customer may name substitute participants up to 24 hours before the Event starts (§ 3.5). This does not count as a cancellation.

(4) There is no statutory right of withdrawal for Events on a fixed date (§ 6.2).

(1) § 8.2 applies to a cancellation by us: the customer chooses between an alternative date and a refund of amounts already paid.

(2) If a Corporate Event cannot take place due to force majeure (§ 8.3), we will first try to find an alternative date; the postponement is free of charge in this case. If no alternative date is arranged within 12 months, we will refund the amounts already paid. Towards businesses, we may deduct costs that third parties have already demonstrably charged us for this Event and that cannot be cancelled (e.g. venue, catering).

(1) The price stated in the quote applies. The quote states whether it is given net plus value added tax or gross.

(2) Where a deposit is agreed in the quote, it is due upon the order confirmation; the date is only bindingly blocked for the customer once the deposit has been received.

(3) Unless agreed otherwise, invoices are payable by bank transfer without deduction within 14 days of receipt.

(4) Services that go beyond the confirmed booking (e.g. additional participants, extension, food and drink on site) are invoiced separately after the Event.

(5) § 4.3 applies to late payment.

(1) The customer ensures that all participants are aware of the participation conditions and the safety rules (§ 9, § 10) and – where required – sign the liability waiver under § 13.

(2) If devices or equipment provided by us (e.g. tablets, smartphones, radios, props) are culpably damaged or lost by participants, § 11.3 applies; the customer is liable for this alongside the person who caused it.

(3) If a Corporate Event takes place, at the customer’s request, on the customer’s own premises or at a venue chosen by the customer, the customer ensures timely access, the necessary permits and compliance with the house rules. The customer is responsible for technical requirements on site (e.g. power, Wi-Fi), unless the quote provides otherwise.

(4) Otherwise, § 12 applies to liability and, for businesses, in particular § 12.2 para. 2.

(1) Game content, puzzles and procedures are confidential (§ 15.3). The customer and the participants do not pass them on to third parties.

(2) We may name the name and logo of a customer that is a business as a reference, free of charge and on a non-exclusive basis – for example on our website, in presentations and quotes. The customer may object to this at any time in writing with effect for the future, e.g. by e-mail to office@secretmission.at.

(3) We only use photos and videos of participants for advertising with their consent (§ 15.1 para. 2). We process the data of the customer and the participants exclusively for planning and delivering the Event and do not pass it on to uninvolved third parties (§ 16).