What is the concept? Is it an escape room?
Enigma City is a large-scale escape room experience, far bigger than a traditional game.
You explore a retro-futuristic city inspired by Asia, blending puzzles, investigation, and adventure.
Here, you book a mission and roam the streets, bars, and secret locations of a fictional city.
How many players per mission?
Each mission is designed for 3 to 6 players. You can start with 3, 4, or 5 players and add 1 or 2 more (maximum 6).
What if we have more than 6 players?
A single mission can host up to 6 players. For 7–12 people, book 2 missions at the same time.
For 13–18, book 3 missions. For 19–24, book 4 missions. You will play in parallel and may occasionally cross paths.
And for an even larger group?
For 25 to 60 participants, we offer a giant scenario different from the regular missions, all within the same game zone.
Perfect for team building. Booking by phone or email at least 3 weeks in advance is required.
Can we play as just two people?
Yes, it’s possible but more challenging. The price remains the same as for a group of 3 players.
Will we meet other players during our mission?
Your mission is private: no outside players will join your team. Some areas are shared, so you might cross paths with other groups, which adds to the immersion.
Is the game entirely indoors?
Yes, all our missions take place indoors — no weather issues.
Is there a recommended order for playing the missions?
No, each mission is independent. Play in any order you prefer.
Duration and schedule of a session
Plan around 1 hour and 30 minutes on site: 15 minutes for welcome/briefing, 1 hour of gameplay, and 15 minutes for debriefing.
Please arrive on time, as sessions cannot start earlier or later.
What happens if we arrive late?
If you are 15 minutes late, your game time will be shortened. At 30 minutes or more, entry is refused with no refund.
In case of a small delay, please call us.
Minimum age
From age 12 with at least two adults. Players aged 15 and above can play without supervision.
Are the missions air-conditioned?
Yes, all our game zones are fully air-conditioned.
Are there any physical challenges?
Some missions include mild physical elements (crouching, bending, etc.). Check the mission page or contact us if you have specific concerns.
Can we play several missions in one day?
Yes, you can play two missions with a break in between (e.g., 2 PM then 4 PM).
Is it scary?
The immersion is intense and the atmosphere can be thrilling, but no mission is designed to frighten players.
Do we need any special knowledge?
No general knowledge is required. Logic, observation, and teamwork are the keys to success.
Accessibility
The missions are not yet accessible to people with reduced mobility. Please contact us for more information.
Can we take photos or videos?
Photos are allowed at reception upon request. Filming the entire experience is prohibited, but short clips are possible.
Changing or cancelling a booking
Bookings are non-refundable. To modify, use the link in your confirmation email.
No changes can be made less than 3 days before the scheduled date.
Accepted payment methods
Credit card (Visa, Mastercard, American Express, Apple Pay), cash, cheque, ANCV holiday vouchers (connect or paper),
instant bank transfer.
ARTICLE 1. CONCEPT AND SCOPE OF APPLICATION
ENIGMA ESCAPE is a live escape room concept belonging to the french company NEO-ARCADIA SARL registered with the Trade and Companies Register of Toulouse (France) under number 507 893 162, and its APE code is 9329Z.
Registered office address: 34 rue Bayard BP 51329 31013 Toulouse Cedex 6 FRANCE.
Tel: 05.32.32.52.91 / Email: contact@enigmaescape.fr
Subject to 10% VAT under number FR0650789316200010. Sale of services exclusively.
These general terms and conditions of sale apply to any contract for the provision of a game room entered into from the validation of the reservation between the company NEO-ARCADIA SARL under the brand
"ENIGMA ESCAPE" and the PARTICIPANTS of the room, hereinafter referred to as "PARTICIPANTS"; whether they have personally made the reservation or are part of the team of the person who made the reservation, hereinafter
referred to as "THE BUYER." These conditions also apply regardless of the reservation method, whether it is made via the ENIGMA ESCAPE website, hereinafter referred to as the "WEBSITE," or with ENIGMA ESCAPE personnel.
The game space made available to players is referred to as the "ROOM," and the contract for the provision is referred to as the "CONTRACT." The game part for which THE BUYER reserves and pays on the WEBSITE is called a "RESERVATION."
ENIGMA ESCAPE acknowledges the right to modify or have modified all or part of these general terms and conditions of sale as well as the content of its WEBSITES (www.enigmaescape.fr /
www.enigmacity.fr / www.escapegame.show / www.enigmahunter.fr), at its sole discretion, at any time and without notice.
ENIGMA ESCAPE's terms and conditions of sale are available on the WEBSITE www.enigmaescape.fr and can be freely consulted upon simple request from ENIGMA ESCAPE's reception staff.
ARTICLE 2. ENGAGEMENT AND CUSTOMER RESPONSIBILITY
The contract commits all PARTICIPANTS who unreservedly accept these general terms and conditions of sale. It is the responsibility of
THE BUYER to ensure that the PARTICIPANTS, including children, are all aware of these conditions and obligations and accept them.
ARTICLE 3. ABSENCE OF RIGHT OF WITHDRAWAL
In accordance with the applicable regulations resulting from French Directive 2011/83 of October 25, 2011, concerning consumer rights,
THE BUYER cannot exercise a right of withdrawal when RESERVING remote services "other than for residential purposes, transport of goods,
car rental, catering, or services related to leisure activities if the contract provides for a specific date or period of performance."
Therefore, THE BUYER cannot benefit from the right of withdrawal, cancellation, or refund for the services offered within the framework of
these sales conditions. This also applies to all PARTICIPANTS.
ARTICLE 4. RIGHT OF WITHDRAWAL FOR GIFT VOUCHERS
For gift vouchers and in accordance with the provisions of French Article L.121-21 of the Consumer Code, in the case of distance selling,
THE BUYER has a withdrawal period of 14 days from the receipt of the gift voucher by the buyer without having to provide reasons or pay penalties.
THE BUYER informs ENIGMA ESCAPE of their decision to withdraw by sending, before the expiry of the period provided for in French Article L. 121-21,
a letter by email to contact@enigmaescape.fr or any other unambiguous statement expressing their intention to withdraw.
As no return is necessary for electronic gift vouchers, the refund will be made within 14 days from the receipt of the withdrawal request.
ARTICLE 5. MODIFICATION OF THE RESERVATION
The RESERVATION can be moved to another date and/or another room only by email from THE BUYER to contact@enigmaescape.fr,
up to 3 days before the activity date, if the schedule allows. No modification can be made by phone; a written trace is necessary.
No modification is possible from 3 days before the activity date, unless THE BUYER has subscribed to the cancellation option at the time of
booking (refer to Article 19).
ARTICLE 6. EARLY ARRIVAL, DELAY, AND EXTRA OR FEWER PARTICIPANTS
The exact arrival time is indicated in the confirmation email of the RESERVATION. It is possible that we may not be able to accommodate
PARTICIPANTS arriving early as the entrance door to the premises may be closed. Beyond 15 minutes late for a RESERVATION, 10 minutes of playtime
will be deducted. ENIGMA ESCAPE reserves the right to refuse access to PARTICIPANTS who are 30 minutes or more late. The timings will be
consistently reiterated in the confirmation emails sent by ENIGMA ESCAPE.
If fewer PARTICIPANTS show up to participate in the RESERVATION than the number initially planned during the booking, THE BUYER and/or the
PARTICIPANTS cannot claim a refund for the price difference. If more PARTICIPANTS show up to participate in the game SESSION than initially
planned during the booking, the price difference must be paid before participating in the game, within the limit of 6 players (PARTICIPANTS)
allowed per ROOM. ENIGMA ESCAPE reserves the right to refuse any reservation to a BUYER who has not paid for all the services that have been
invoiced to them.
If a part of the group is late and the rest of the group has chosen to start the game without them, the late PARTICIPANTS cannot under
any circumstances join the game once it has started. PARTICIPANTS cannot claim a refund for the price difference.
ARTICLE 7. ADDRESSES
ENIGMA ESCAPE has three locations in Toulouse: at 34 rue Bayard, 43 avenue de la gloire, and 201 route de Launaguet (referred to as "Enigma City").
It is the responsibility of all PARTICIPANTS to check on ENIGMA ESCAPE's website and in the confirmation and reminder emails where the reserved rooms are located.
THE BUYER must ensure that all PARTICIPANTS are aware of the address where the reserved ROOM(S) is located. In the event of an address error on the part of the PARTICIPANTS,
they must reach the second address on their own and without assistance from ENIGMA ESCAPE. If this causes a delay, refer to Article 6.
ARTICLE 8. ROOM AVAILABILITY AND USAGE
According to the very principle of the game, ENIGMA ESCAPE grants PARTICIPANTS the right to occupy the ROOM for a maximum duration
of 60 (sixty) minutes. The occupancy of the ROOM is solely intended for participating in a GAME SESSION organized by ENIGMA ESCAPE,
which must be done in a team of 2 to 6 people maximum. PARTICIPANTS accept that the duration of presence in the ROOM is a maximum of 60 minutes,
whether they have managed to find all the clues and solve all the puzzles or not. This point is fundamental to the game itself. Similarly,
PARTICIPANTS accept that the GAME SESSION may end before the 60 minutes if they have managed to find all the clues and solve all the puzzles
in less than 60 minutes, without any adjustment or tariff compensation.
Admission to the ROOM is only possible upon presentation of the reservation confirmation email (sent shortly after the payment process to THE BUYER)
or upon presentation of the latter's identification.
PARTICIPANTS are required to maintain the ROOM and all its equipment (non-exhaustive list: decorations, furnishings, etc.) in good condition
and use it in accordance with the authorized purpose. Therefore, the PARTICIPANT acknowledges in the CONTRACT that any intentional damage or
damage caused by unauthorized manipulation of the room and its equipment will be subject to additional charges.
Furthermore, the PARTICIPANT is required to use the ROOM and its equipment in a manner that does not cause or risk causing any damage to
other PARTICIPANTS, ENIGMA ESCAPE's premises, or materials. Throughout their presence on ENIGMA ESCAPE's premises, the PARTICIPANT agrees
to behave respectfully, comply with the rules, and cooperate with ENIGMA ESCAPE's staff. In this regard, ENIGMA ESCAPE does not tolerate any
form of violence, whether verbal or physical, harassment, or intimidation towards its employees and reserves the right to refuse access to the
premises to anyone whose behavior resembles the aforementioned elements. ENIGMA ESCAPE also reserves the right to refuse access to anyone under
the influence of alcohol or drugs for the safety of that person and their entourage.
For all the conditions mentioned above, the denial of access does not entitle to any compensation or refund.
Due to the nature of the game, no recording can be made in the ROOM. Therefore, the use of video and/or audio recording devices
(including but not limited to: mobile phones, cameras, Go Pros) is strictly prohibited. Any use of such a device may cause the complete
cessation of the game for the entire team. ENIGMA ESCAPE expects its PARTICIPANTS not to disclose the details of the game directly and/or
indirectly. Any partial or complete disclosure would violate ENIGMA ESCAPE's commercial interests.
ARTICLE 9. MINIMUM AGE
The complexity of the game does not allow PARTICIPANTS under the age of 9 to participate in the rooms "Braqueurs Amateurs,"
"L'étrange Manoir Alexander," "Le Temple Perdu," and "The Show." Minor PARTICIPANTS under the age of 15 must be accompanied by two adults.
Minor PARTICIPANTS over the age of 15 do not necessarily need to be accompanied by an adult. In case of doubt about a PARTICIPANT's age,
ENIGMA ESCAPE reserves the right to request proof of identity.
If a child under 9 years old arrives accompanied, access to the room will not be allowed, and an adult must stay with them outside the
ROOM during the game if there are enough PARTICIPANTS left for the GAME SESSION to be organized. If only one adult is present in a group
of children under 15, the GAME SESSION cannot take place. If the GAME SESSION cannot take place due to either of these two scenarios, no refund, modification of the reservation, or compensation will be provided.
It should be noted that these conditions are clearly written as excerpts from the general conditions, highlighted and confirmed by
THE BUYER during the reservation.
The rooms "Chez Magien" and all missions in "Enigma City" are prohibited for those under 12 years old. The rooms "Dernière Demeure"
and "Oh No! Zombies" are strictly prohibited for those under 16 years old.
The access prohibition for PARTICIPANTS due to age limits
in these rooms does not entitle any compensation or refund.
ARTICLE 10. PRICING
RATES FOR INDIVIDUALS
The price per person is set based on the number of PARTICIPANTS within the same team, ranging from 3 (three) to 6 (six) people,
at a fixed rate of €32 including taxes per PARTICIPANT. The price for 2 (two) participants is €48
including taxes per PARTICIPANT.
RATES FOR BUSINESSES
The prices practiced by ENIGMA ESCAPE are indicated on the QUOTE provided during email exchanges. They are displayed in Euros (€)
inclusive of all taxes (including VAT) and per number of reserved room(s), for a sixty-minute SESSION, with each room accommodating a minimum of
2 (two) PARTICIPANTS and a maximum of 6 (six) PARTICIPANTS. A flat-rate price of €160 including taxes per ROOM,
regardless of the exact number of PARTICIPANTS.
A handling fee of €20 (twenty euros) excluding taxes is applied in case of requests for documents for supplier file creation.
ARTICLE 11. RESERVATIONS
RESERVATIONS FOR INDIVIDUALS
The provision of a ROOM is subject to reservation and full advance payment, made once for the entire group. This is done by THE BUYER
on ENIGMA ESCAPE's WEBSITE: enigmaescape.fr, enigmacity.fr, or escapegame.show. All reservations are made through the WEBSITE and subject to
displayed availability. The reservation is firm and definitive only upon receipt of the reservation confirmation email, which is sent to THE
BUYER after the payment process. In exceptional cases, ENIGMA ESCAPE's staff may make the reservation on behalf of THE BUYER if the latter
cannot make the reservation on the WEBSITE. In such specific cases, THE BUYER accepts without reservation that this type of reservation does
not incur any liability on the part of ENIGMA ESCAPE or its staff, as the staff acts only as a data entry operator following the instructions
given by THE BUYER. Therefore, THE BUYER waives any recourse due to misuse, breach of confidentiality of their data, or fraudulent use of
their account.
Only credit card payment is accepted on the WEBSITE. If THE BUYER cannot pay by credit card, they must visit ENIGMA ESCAPE's reception to pay
in euros by check, holiday vouchers, credit card (Visa, Mastercard, American Express), or cash (in euros). ENIGMA ESCAPE has entrusted the
management of its payment platform to a specialized provider, MOLLIE, ensuring online transaction security.
The WEBSITE is available in French and English versions. However, in case of dispute, only the French version of the WEBSITE and
the general terms and conditions of sale can be opposed to ENIGMA ESCAPE. A reservation cannot be transferred or resold for commercial purposes.
If a reservation is transferred or resold in violation of this article, the bearer will be denied access.
RESERVATIONS FOR BUSINESSES VIA QUOTE
This type of reservation is accessible only to business managers or their representatives, for "team building" outings, strictly on weekdays (excluding Saturdays and Sundays). The provision of a ROOM is subject to reservation by signing the quote sent via email. Reservation is made by sending an email to contact@enigmaescape.fr using the buyer's professional email account, specifying the day, time of visit, the number of desired rooms, or the exact/approximate number of PARTICIPANTS. A quote is then provided.
Any reservation confirmed by signing the quote is due and cannot be canceled or modified, including the number of reserved rooms.
If fewer PARTICIPANTS than expected attend the game, the price difference will not be refunded. Payment must be made on the same day. ENIGMA ESCAPE does not accept deferred payment or payment 30 days after the service. No discount is given for early payment. Payment is made in a single installment, by credit card, check, or cash. Individual payments are not allowed. In case of non-appearance, the invoice will be sent to the company's headquarters. The payment deadline will be 30 days. The rate of late penalties is 12% with fees of 40 euros after the payment deadline (article D. 441-5).
ARTICLE 12. PERSONAL DATA
ENIGMA ESCAPE respects the privacy of its users and customers and commits to consider all information it collects, especially concerning
the client's use of the WEBSITE, which identifies the client, as confidential. The information collected on this site is processed by the
company Neo-Arcadia, 34 rue Bayard BP51329, 31013 Toulouse Cedex 6, responsible for processing personal data.
The collection of buyer information is essential for providing our services. Refusal to consent to the processing of their personal data would
prevent the execution of these services. Personal information is kept for the legal retention period and is intended for those necessary for
processing within the company and subcontractors, provided that the contract signed between the subcontractors and the data controller mentions
the obligations of the subcontractors regarding the security and confidentiality of data (Article 28 of the European Regulation on the protection
of personal data EU 2016/679) and specifically outlines the security objectives to be achieved.
Service providers working on behalf of ENIGMA ESCAPE may have access to or receive all or part of this information due to the services performed.
In this case, the company Neo-Arcadia undertakes to ensure an adequate level of protection for your data. In accordance with the European
Regulation on the protection of personal data EU 2016/679 (GDPR), the buyer can exercise their right to access the data concerning them,
rectify, erase, request a limitation of processing, object to it, or request portability by contacting contact@enigmaescape.fr.
The buyer also has the right to lodge a complaint with the CNIL. As consenting to the processing of personal data is a GDPR requirement,
before purchasing a GAME SESSION, the buyer agrees to provide their email address, phone number, and postal address to ENIGMA ESCAPE.
ARTICLE 13. CONTACT METHODS
For any questions or complaints regarding how we process your personal data, please contact us by sending an email to contact@enigmaescape.fr.
ARTICLE 14. YOUR RIGHTS
You have the following rights regarding your personal data: The right to request access to your personal data.
This allows you to receive a copy of the personal data we hold about you and to check that we are processing it lawfully.
The right to request correction of your personal data if it is inaccurate. You can also complete any incomplete personal data we hold,
considering the purposes of the processing. The right to request erasure of your personal data if your personal data is no longer necessary
for the purposes for which we collected or processed it.
ARTICLE 15. SECURITY
The PARTICIPANT undertakes to respect all security measures provided to them, whether contractual, displayed on site, or provided
orally by ENIGMA ESCAPE staff. It is strictly prohibited to smoke inside our premises. Each PARTICIPANT undertakes to be aware of and
comply with safety and fire protection instructions. The PARTICIPANT is aware that it is absolutely prohibited to bring into the premises
and the ROOM objects considered as (1) physical hazards (explosive, flammable, oxidizing, pressurized gas or liquefied gas, corrosive),
and/or (2) hazardous to health (toxic, corrosive to the skin, irritating/sensitizing, carcinogenic/teratogenic).
ARTICLE 16. PHOTOS AND CAMERAS
Photos of each team of PARTICIPANTS may be taken before or after the game session. These photos may be used by ENIGMA ESCAPE to populate
its WEBSITE or its digital ecosystem (Examples without restriction, Facebook, Twitter, Instagram, etc.). ENIGMA ESCAPE cannot be held responsible
for the use that will be made of the photos by the PARTICIPANTS and/or the BUYER. Each ROOM has a video surveillance and listening device that
allows ENIGMA ESCAPE staff to monitor the game session and guide the PARTICIPANTS if necessary. This device is solely for the purpose of the
game and does not record the game SESSIONS of the PARTICIPANTS.
ARTICLE 17. PARKING AT ENIGMA CITY
The parking spaces provided at "Enigma City," 201 Route de Launaguet, are not monitored. Therefore, please ensure that the doors,
windows, trunk, and sunroof are securely locked. Additionally, do not leave any valuable items visible inside the vehicle. Likewise,
it is prohibited to leave animals in vehicles.
If a vehicle is stolen or damaged by a third party, ENIGMA ESCAPE declines any responsibility. This also applies to damages caused by a storm,
fire, hail, explosion, or any other exceptional event.
ARTICLE 18. USE OF MEDIATION
In accordance with French Article L. 152-1 of the Consumer Code, you can use the free mediation service CM2C, to which we belong, by using the online
service at www.cm2c.net, by email in french only at cm2c@cm2c.net, or by post at 12 rue Saint Jean 75017 Paris FRANCE, for any complaints. It is reminded that recourse
to mediation is only possible if your complaint has not previously been examined by a judge or another mediator and has already been appealed
to our Customer Service. Mediation does not apply to disputes between professionals.
ARTICLE 19. CANCELLATION OPTION
A cancellation option is offered during the booking at a rate of 2 (two) EUROS. It is checked by default, and the BUYER must uncheck
it to renounce it. It is not possible to purchase this option after confirming the reservation. If and only if the cancellation option
is purchased, all cancellations initiated by the BUYER up to 5 HOURS before the scheduled session time will result in a credit valid for one year,
only sent to the email registered during the reservation, without any justification. Only sending a valid email confirms the request.
The cancellation option cannot be used within 5 hours before the reservation time. No refunds will be issued.
ARTICLE 20. COMPETENT COURTS
These general terms and any contract incorporating these terms and conditions are governed by French law, and all disputes are subject
to the exclusive jurisdiction of the French courts.
Terms & Conditions updated on September 15, 2023
