ENIGMA ESCAPE is a real-life escape game operated by NEO-ARCADIA SARL, registered with the Toulouse Trade and Companies Register (RCS) under number 507 893 162, APE code 9329Z. Registered office: 34 rue Bayard, BP 51329, 31013 Toulouse Cedex 6, France Tel.: +33 5 32 32 52 91 / Email: enigmaescape@neo-arcadia.com Subject to 10% VAT, VAT no. FR0650789316200010. Sale of services only.
These general terms and conditions of sale (the “Terms”) apply to any contract for the provision of a game room concluded between NEO-ARCADIA (trading as “ENIGMA ESCAPE”) and the participants (hereinafter the “PARTICIPANTS”), whether they booked directly or are part of a team booked by a third party (hereinafter the “BUYER”). They apply regardless of how the booking was made (website, telephone or on site).
The game area is referred to as the “ROOM”, the contract as the “CONTRACT” and the booked game as the “BOOKING”. ENIGMA ESCAPE reserves the right to modify these Terms and the content of its websites (www.enigmaescape.fr, www.enigmacity.fr, www.escapegame.show, www.enigmahunter.fr) at any time without notice. The Terms in force are available on the website and at reception.
Article 2Customer commitment and responsibility
The CONTRACT binds all PARTICIPANTS, who accept these Terms without reservation. It is the BUYER’s responsibility to ensure that all PARTICIPANTS, including minors, have read and accepted them.
Article 3No right of withdrawal
In accordance with Article L. 221-28 of the French Consumer Code, the right of withdrawal does not apply to leisure services provided on a specific date or during a specific period. Every BOOKING is therefore firm and final, with no possibility of cancellation or refund, for the BUYER as well as for the PARTICIPANTS.
Article 4Gift vouchers
Gift vouchers are valid for 12 months from the date of purchase. For distance sales, the BUYER has a legal withdrawal period of 14 days from receipt of the gift voucher, without having to give a reason or pay any fee. The request must be sent by email to enigmaescape@neo-arcadia.com. The refund will be made within 14 days of receipt of the request.
Article 5Changing a booking
A BOOKING may be moved to another date and/or another room only upon written request (by email to enigmaescape@neo-arcadia.com) no later than 7 days before the scheduled date, subject to availability. No changes are accepted by telephone or within the 7 days preceding the activity, unless the cancellation option has been taken out (see Article 17).
Article 6Late arrivals and changes in the number of participants
The arrival time is given in the confirmation email. Early arrivals may not be accommodated. If you are more than 15 minutes late, 10 minutes of game time will be deducted. Beyond 30 minutes, ENIGMA ESCAPE may refuse access, with no refund or postponement of the BOOKING.
If fewer PARTICIPANTS than planned turn up, no reduction or refund will be granted. If more PARTICIPANTS turn up, the difference must be paid before the SESSION starts, up to a maximum of 6 players per ROOM. Latecomers cannot join a SESSION that has already started.
Article 7Addresses
ENIGMA ESCAPE has three venues: “34 rue Bayard”, “43 avenue de la Gloire” and “Enigma City” at 201 route de Launaguet. It is the BUYER’s responsibility to check the exact address of the BOOKING. In the event of a mistake, PARTICIPANTS must make their own way to the correct venue. Any resulting delay will be handled in accordance with Article 6.
Article 8Use of the room
A GAME SESSION lasts a maximum of 60 minutes. It may end earlier if the team completes the adventure, without any refund. Access requires presentation of the confirmation email or an ID document in the BUYER’s name.
PARTICIPANTS must use the ROOM and its equipment with care. Any deliberate damage, or damage resulting from inappropriate use, will be charged. ENIGMA ESCAPE reserves the right to refuse access to or interrupt a SESSION, without refund, if a PARTICIPANT is under the influence of alcohol or drugs, or behaves in a disrespectful or dangerous way. The use of any recording device (cameras, phones, GoPro, etc.) is strictly prohibited.
Article 9Minimum age
Access is forbidden to children under 8 for the rooms “Amateur Robbers”, “Alexander’s Curious Mansion”, “The Lost Temple” and “The Show”. Minors under 15 must be accompanied by at least one adult. “Magien’s” and all “Enigma City” missions are forbidden to under-12s. “The Last Abode” and “Oh No! Zombies” are forbidden to under-16s.
If these conditions are not met, access will be refused without compensation or refund.
Article 10Prices
Individuals
Teams of 3 to 6 players: €27 incl. VAT per person at “43 avenue de la Gloire”; €29 incl. VAT at “34 rue Bayard”; €35 incl. VAT at “Enigma City”.
Teams of 2 players: €35 incl. VAT per person at “43 avenue de la Gloire”; €43.50 incl. VAT at “34 rue Bayard”; €52.50 incl. VAT at “Enigma City”.
Special “Full Experience” mission at “Enigma City”: €99 incl. VAT per person (teams of 4 or 5).
Companies
€145 incl. VAT per room (excluding Enigma City). €160 incl. VAT per mission at “Enigma City”.
Special “Mega Mission” at “Enigma City”: €35 excl. VAT per participant (25 to 60 players).
An administration fee of €20 excl. VAT applies if specific administrative documents are requested.
Prices may change at any time. Only the prices shown at the time of BOOKING are binding.
Article 11Bookings
Individuals
Booking and full payment are required online (by bank card or instant bank transfer via Mollie). The booking becomes final upon receipt of the confirmation email. Bookings are personal and may not be resold or used for commercial purposes. On site, payments are accepted in cash, by bank card or with ANCV Chèques-Vacances (French holiday vouchers). Cheques are not accepted.
Companies
Bookings by quotation (from a business email address). The signed quotation is binding on the company and cannot be cancelled. Payment is due no later than the day of the activity (one single payment, no individual payments). In the event of a no-show, the invoice will be payable within 30 days, with statutory penalties in accordance with Article L441-10 of the French Commercial Code (12% + a €40 flat fee).
Article 12Personal data
In accordance with the GDPR, the personal data collected (name, email, telephone, address) are necessary to manage bookings. They are kept for 3 years after the last commercial interaction and are only passed on to service providers bound by contract. They are hosted on servers located in the European Union and are not transferred outside the EU. You can exercise your rights (access, rectification, erasure, objection, portability) by email to enigmaescape@neo-arcadia.com or with the CNIL, the French data protection authority. You can also register on the Bloctel list to opt out of telephone canvassing (www.bloctel.gouv.fr).
Article 13Safety
PARTICIPANTS undertake to follow all safety instructions given by the staff. It is strictly forbidden to bring explosive, flammable, toxic or dangerous substances onto the premises. Smoking is also forbidden.
Article 14Photos and videos
Team photos may be taken before or after the SESSION and used on ENIGMA ESCAPE’s digital media (website, social networks). PARTICIPANTS may object to the publication of their image simply by saying so when the photo is taken. ENIGMA ESCAPE is not responsible for any use made by the PARTICIPANTS themselves. The rooms are fitted with video surveillance used solely to monitor the game, without recording.
Article 15Parking
The “Enigma City” car park (201 route de Launaguet) is not supervised. ENIGMA ESCAPE accepts no liability for theft, damage or harm caused by third parties or by force majeure (bad weather, fire, etc.). Animals must not be left in vehicles.
Article 16Mediation
In accordance with Article L. 612-1 of the French Consumer Code, you may use the CM2C consumer mediation service free of charge (www.cm2c.net, cm2c@cm2c.net, 12 rue Saint-Jean, 75017 Paris). The European online dispute resolution platform is available via this link.
Article 17Cancellation option
A cancellation option can be taken out when booking, for €2 incl. VAT. It entitles the BUYER to a credit note valid for 1 year if they cancel no later than 12 hours before the session. This credit note is only valid for the original booking and cannot be combined with other offers. After this deadline, no refund or credit note will be granted.
Article 18Force majeure
ENIGMA ESCAPE cannot be held liable if the performance of the contract is delayed or prevented by force majeure, including fire, flood, strike, power cut, terrorist attack, administrative decision or any other unforeseeable, irresistible and external event.
Article 19Liability and insurance of participants
Each PARTICIPANT plays at their own risk and declares that they are covered by civil liability insurance. ENIGMA ESCAPE itself holds public liability insurance covering damage that may occur in the normal course of the activity. ENIGMA ESCAPE accepts no liability for accidents resulting from a failure to follow the instructions given.
Article 20Personal belongings
ENIGMA ESCAPE accepts no liability for the loss, theft or damage of PARTICIPANTS’ personal belongings, whether left on its premises or in the lockers provided.
Article 21Partial invalidity
If any provision of these Terms is declared void, the other clauses shall remain fully applicable.
Article 22No waiver
ENIGMA ESCAPE’s failure to strictly enforce any clause of these Terms shall not be interpreted as a waiver of its right to rely on it at a later date.
Article 23Jurisdiction
These Terms are governed by French law. Any dispute shall be subject to the exclusive jurisdiction of the French courts.
Terms and conditions updated on 22 September 2026. This English version is a translation provided for convenience: in the event of any discrepancy, the French version shall prevail.
2027Opening in Q1 2027