Terms and Conditions with Customer Information
ESCO = ESCAPE ROOM OSTFRIESLAND

1. Scope of Application
2. Offers and Service Descriptions
3. Order Process and Conclusion of Contract
4. Prices and Shipping Costs
5. Delivery, Product Availability
6. Payment Terms
7. Retention of Title
8. Warranty for Material Defects and Guarantee
9. Liability
10. Storage of the Contract Text
11. Exchanges
12. Cancellation of the Booking/Withdrawal by the Customer/Exchange
13. Gift Certificates
14. Commercial Resale
15. Final Provisions

1. Scope
1.1. The business relationship between [Insert: Frano-CityGames – Owner Frank Noever] (hereinafter “Seller”) and the customer (hereinafter “Customer”) is governed exclusively by the following General Terms and Conditions in the version valid at the time of the order.

1.2. You can reach our customer service department for questions, complaints, and claims on weekdays from [2:00 PM] to [5:00 PM] by phone at [04945 9999 590] or by email at [moin@escaperoom-ostfriesland.de].

1.3. For the purposes of these Terms and Conditions, a “consumer” is any natural person who enters into a legal transaction for a purpose that is predominantly neither commercial nor related to their independent professional activity (Section 13 of the German Civil Code (BGB)).

1.4. Any terms and conditions of the customer that differ from these shall not be recognized unless the seller expressly agrees to their validity.

2. Offers and Product Descriptions
The presentation of products in the online store does not constitute a legally binding offer, but rather an invitation to place an order. Product descriptions in catalogs and on the seller’s websites do not constitute a promise or guarantee.
All offers are valid “while supplies last,” unless otherwise noted for specific products. Furthermore, errors excepted.

Note: Please enter the appropriate button labels below.
3. Order Process and Conclusion of Contract
3.1 The customer may select products from the seller’s product range without obligation and add them to a “shopping cart” by clicking the [Add to Cart] button. Within the shopping cart, the product selection can be modified, e.g., items can be deleted. The customer can then proceed to complete the ordering process by clicking the [Proceed to Checkout] button within the shopping cart.

3.2. By clicking the [Place Order] button, the customer submits a binding request to purchase the items in the shopping cart. Before submitting the order, the customer may view and modify the information at any time, use the browser’s “Back” button to return to the shopping cart, or cancel the entire ordering process. Required fields are marked with an asterisk (*).

3.3. The Seller will then send the Customer an automatic confirmation of receipt via email, which lists the Customer’s order and which the Customer can print using the “Print” function (Order Confirmation). The automatic confirmation of receipt merely documents that the Seller has received the Customer’s order and does not constitute acceptance of the offer. The purchase contract is not concluded until the Seller ships or delivers the ordered product to the Customer within 2 days or confirms shipment to the Customer within 2 days via a second email, an express order confirmation, or the sending of the invoice.

3.4. If the Seller offers payment in advance, the contract is concluded upon provision of the bank details and the payment request. If, despite being due and following a reminder, payment has not been received by the seller within 10 calendar days of the order confirmation being sent, the seller shall withdraw from the contract, with the result that the order is void and the seller is under no obligation to deliver. The order is then settled for both the buyer and the seller without further consequences. Therefore, items are reserved for a maximum of 10 calendar days in the case of prepayment.

4. Prices and Shipping Costs
4.1. All prices listed on the Seller’s website include the applicable statutory sales tax.

4.2. In addition to the listed prices, the seller charges shipping costs for delivery. The shipping costs are clearly communicated to the buyer on a separate information page and during the ordering process.

5. Delivery, Availability of Goods
5.1. If payment in advance has been agreed, delivery will be made upon receipt of the invoice amount.

5.2. If delivery of the goods fails due to the buyer’s fault despite three attempts to deliver, the seller may cancel the contract. Any payments already made will be refunded to the customer immediately.

5.3. If the ordered product is unavailable because the seller has not received it from its supplier through no fault of its own, the seller may withdraw from the contract. In this case, the seller will notify the customer immediately and, if applicable, offer to deliver a comparable product. If no comparable product is available or the customer does not wish to receive a comparable product, the seller will immediately refund any payments already made by the customer.

5.4. Customers are informed about delivery times and delivery restrictions (e.g., restrictions on deliveries to certain countries) on a separate information page or within the respective product description.

6. Payment Methods
6.1. During the ordering process and before completing the order, the customer may choose from the available payment methods. Customers are informed about the available payment methods on a separate information page.

6.2. If payment by invoice is accepted, payment must be made within 10 days of receipt of the goods and the invoice. For all other payment methods, payment must be made in advance without deduction.

6.3 Are third-party providers, such as PayPal, used to process payments? Do their terms and conditions apply?

6.4. If the due date for payment is specified by the calendar, the customer shall be in default simply by missing the deadline. In this case, the customer must pay the statutory default interest.

6.5. The Customer’s obligation to pay late payment interest does not preclude the Seller from claiming further damages resulting from the delay.

6.6. The customer is entitled to set off claims only if their counterclaims have been legally established or acknowledged by the seller. The customer may exercise a right of retention only to the extent that the claims arise from the same contractual relationship.

7. Retention of Title
The delivered goods remain the property of the seller until full payment has been received.

8. Warranty for Material Defects and Guarantee
8.1. The warranty is governed by statutory provisions.

8.2. A warranty applies to goods delivered by the seller only if one has been expressly provided. Customers are informed of the warranty terms before beginning the ordering process.

9. Liability
9.1. Notwithstanding any other statutory requirements for claims, the following exclusions and limitations of liability apply to the Seller’s liability for damages.

9.2. The seller shall be liable without limitation to the extent that the damage is caused by willful misconduct or gross negligence.

9.3. Furthermore, the Seller shall be liable for the breach of material obligations due to slight negligence, the breach of which jeopardizes the achievement of the purpose of the contract, or for the breach of obligations whose fulfillment is essential for the proper performance of the contract and on whose compliance the Customer regularly relies. In this case, however, the Seller shall be liable only for foreseeable damage typical for this type of contract. The Seller shall not be liable for slightly negligent breaches of obligations other than those mentioned in the preceding sentences.

9.4. The foregoing limitations of liability do not apply in cases of injury to life, limb, or health; in cases of defects arising from a warranty regarding the quality of the product; or in cases of defects that were fraudulently concealed. Liability under the Product Liability Act remains unaffected.

9.5. To the extent that the Seller’s liability is excluded or limited, this also applies to the personal liability of employees, representatives, and agents.

10. Saving the Contract Text
10.1. The customer may print the contract text before submitting the order to the seller by using the print function in their browser during the final step of the ordering process.

10.2. The Seller will also send the Customer an order confirmation containing all order details to the email address provided by the Customer. Along with the order confirmation, or at the latest upon delivery of the goods, the customer will also receive a copy of the Terms and Conditions, including the cancellation policy and information on shipping costs as well as delivery and payment terms. If you have registered in our shop, you can view your placed orders in your profile area. Furthermore, we store the contract text but do not make it accessible on the Internet.

11. No ticket exchanges
Ticket exchanges are not permitted

12. Cancellation of the reservation/Withdrawal by the customer/Exchange

12.1 Every ticket order is binding and obligates the customer to pay for the tickets ordered. Pursuant to Section 312g(2)(9) of the German Civil Code (BGB), the customer has no right of withdrawal for the tickets ordered.
The customer may not cancel the booking.

12.2 Tickets and vouchers cannot be exchanged for cash.

12.3 Escape Room Ostfriesland reserves the right to deny individuals access to the rooms without further explanation or to exclude them from the event.
Any further claims against Escape Room Ostfriesland, such as claims for damages (travel expenses, lodging, etc.), are excluded.

13 Additional Provisions Regarding the Sale of Gift Certificates

Vouchers for recreational events can be purchased online or directly on-site. The vouchers are generally value vouchers and can be applied toward any bookable leisure event, as well as toward purchases from the entire range of products and services offered at our locations. Vouchers for which a specific service or weekday is clearly designated are valid exclusively for that specific service or weekday. The voucher value includes the currently applicable statutory value-added tax. Vouchers may only be used to pay for services. A claim for cash redemption of the vouchers against Escape Room Ostfriesland is excluded. Vouchers issued by Escape Room Ostfriesland expire three years after the end of the calendar year.

13.1. The gift certificates are valid for three years from the year of issuance, unless a different expiration date is printed on the certificate or a separate written agreement regarding the redemption period has been made.

13.2. Vouchers do not entitle the holder to attend a specific event. Participation depends instead on whether the respective ESCO LOCATION still has available capacity for the event in question. The customer must check with the local ESCO LOCATION regarding availability.

13.3. It may take up to five business days to activate and enable the gift card. Gift cards purchased online can be redeemed no earlier than the sixth day after purchase.

13.4. All purchased vouchers are always to be considered gift certificates, regardless of whether they were purchased for a specific product. The monetary value stated on the voucher is therefore redeemable for all services available at the ESCO LOCATION. However, redemption for a specific product is only possible as long as that product is available. We reserve the right to remove products from our selection or change our offerings at any time. In such cases, there is no entitlement to redeem the voucher for a product that is no longer available. If the originally intended product is no longer available, the voucher may be redeemed for any other service offered by the GOP. In the event of price increases between the time of purchase and redemption, the customer must pay the difference. The redeeming party is thus free to choose whether to redeem the voucher for the original product or to use it for an alternative, available service.

14. Commercial Resale
The commercial resale of ESCO vouchers or tickets is prohibited unless ESCO has given its express permission.

15. Final Provisions
15.1 The place of jurisdiction and performance shall be the Seller’s registered office if the Customer is a merchant, a legal entity under public law, or a special fund under public law.

15.2 The language of the contract is German.

15.3 European Commission’s Online Dispute Resolution (ODR) platform for consumers: http://ec.europa.eu/consumers/odr/. We are neither willing nor obligated to participate in dispute resolution proceedings before a consumer arbitration board.

As of January 1, 2026