Money-Back Guarantee

Terms and Conditions of the Campaign “Money-Back Guarantee”

I. General provisions

1. These terms and conditions (hereinafter referred to as the “Terms and Conditions”) set out the rules and conditions for participation in the campaign under the name “Money-Back Guarantee” (hereinafter referred to as the “Guarantee”). The Guarantee applies exclusively to games for which the access code was purchased on the website: https://gramiejskakrakow.pl/sklep/ (hereinafter referred to as the “Game”). The purpose of the Guarantee is to enable the purchaser to resign from the Game if the Game does not meet their expectations, which is linked to the refund by the Organiser, under the rules set out in the Terms and Conditions, of the funds spent on the purchase of the access code to the Game.
2. The Organiser of the Guarantee is EscapeCity Spółka z ograniczoną odpowiedzialnością with its registered office in Kraków (31-114) at ul. Kościuszki 74/13, Tax Identification Number (NIP): 9442219177, Statistical Number (REGON): 121233058, entered in the register of entrepreneurs of the National Court Register under number 0000357047, whose documentation is kept by the District Court for Kraków-Śródmieście in Kraków, 11th Commercial Division of the National Court Register, with a share capital of PLN 12,500 (hereinafter referred to as the “Organiser”). The Organiser may be contacted at the e-mail address: hello@escapecity.pl and by telephone at +48 789 315 401.
3. The Guarantee runs in the period from 05.08.2026 until further notice (hereinafter referred to as the “Guarantee Period”) and covers an access code to the Game purchased in the aforementioned period (the date of purchase of the access code is decisive). The Organiser will provide information about the date on which the Guarantee ends on the website https://gramiejskakrakow.pl/
4. The Guarantee covers the territory of the Republic of Poland.

II. Conditions of participation in the Guarantee

1. Participants in the Guarantee (hereinafter referred to collectively as the “Participants” and individually as the “Participant”) may only be persons of full age who are consumers, i.e. natural persons performing with the Organiser a legal act (the purchase of an access code to the Game) not directly related to their business or professional activity.
2. Participation in the Guarantee is voluntary and free of charge (the Participant does not have to make any payments to the Organiser in respect of participation in the Guarantee). The Participant may withdraw from participation in the Guarantee at any time.
3. The conditions for benefiting from the Guarantee are (cumulatively): a) acceptance of the content of the Terms and Conditions, b) the purchase by the Participant of an access code to the Game on the website: https://gramiejskakrakow.pl/sklep/ during the Guarantee Period – this purchase must be documented by an accounting document (e.g. an invoice) issued by the Organiser, c) redemption of the access code to the Game and launching the Game in the application named “EscapeCity” within 7 days from the date of purchase of the access code to the Game (in accordance with point b), and subsequently using the Game, d) submission of an application to participate in the Guarantee within 14 days from the date of purchase of the access code to the Game by the Participant (in accordance with point b), after redemption of the access code to the Game (in accordance with point c), by the Participant completing and sending the contact form available on the website: https://gramiejskakrakow.pl/ indicating the Participant’s telephone number for the purposes of the conversation referred to in point e, and the Participant’s e-mail address, e) the Participant holding a telephone conversation with the Organiser concerning the lack of satisfaction with the Game or the Participant’s comments relating to the Game, subject to sections 4 and 5, f) the Participant completing and returning to the Organiser the form sent by the Organiser, after the conversation referred to in point e has been held, g) the Participant completing and sending the survey concerning the Game made available to them by the Organiser, including a survey covering the Participant’s impressions of the Game and the Participant’s assessment of the Game.
4. The Organiser shall not be liable for the lack of contact with the Participant, in particular if the data provided by them in the application referred to in section 3 point d is untrue or incorrect, nor for the impossibility of refunding the funds as a result of the Participant’s failure to provide a correct bank account number.
5. The Organiser will contact the Participant by telephone at the telephone number indicated by them in the form (section 3 point d) within 7 business days from the date on which the Participant submitted the application. Business days are understood as days from Monday to Friday, excluding public holidays. The Organiser will make a maximum of 2 attempts to contact the Participant by telephone in order to hold the conversation referred to in section 3 point e. Following an unsuccessful connection attempt, the Organiser may additionally send the Participant a text message or an e-mail with a request to contact the Organiser.
6. The following shall be deemed to constitute the Participant’s withdrawal from participation in the Guarantee: a) the Participant’s refusal to hold the conversation specified in section 3 point e, b) the lack of contact with the Participant (if the Participant does not answer the telephone despite the Organiser’s attempts or does not call the Organiser back within 2 days from the date of the Organiser’s contact attempt), c) the Participant’s failure to complete or send the form or the surveys referred to in section 3 points f and g.
7. Applications which do not contain all the required data or declarations of the Participant specified in the Terms and Conditions will not be considered.
8. A breach by the Participant of the provisions of the Terms and Conditions, in particular of section 3, will result in the rejection of the application and the impossibility of taking part in the Guarantee.
9. The Organiser may request the Participant to present the accounting document referred to in section 3 point b.
10. In the event that the conditions specified in section 3 (points a – g) are cumulatively fulfilled, the Organiser will refund to the Participant, to the bank account indicated by them, funds corresponding to the price of the Game (the access code to the Game) indicated in the accounting document referred to in section 3 point b. For the purposes of the refund, the Participant should indicate a bank account within the territory of the Republic of Poland to which they are entitled.
11. In the event of benefiting from the Guarantee, the Participant loses access to the Game (it will be blocked by the Organiser at the moment of confirmation that the conditions specified in section 3 points a – g have been fulfilled).
12. The same person may participate in the Guarantee only once. One accounting document confirming the purchase of an access code to the Game may be used in the Guarantee only once. It is not permissible to submit multiple applications to participate in the Guarantee, including by using the same accounting document confirming the purchase of an access code to the Game, or to use software whose purpose is to submit applications automatically.

III. Processing of personal data

1. The Organiser is the controller of the personal data: a) in the form of the first names and surnames of the Participants and their contact details indicated during the application referred to in Chapter II section 3 point d and in the form specified in Chapter II section 3 point f (telephone number, e-mail address, bank account number); b) of persons submitting complaints in connection with the Guarantee, in the form of their first name and surname and contact details (correspondence address, e-mail address) indicated in the content of the complaint by its author.
2. The personal data referred to in section 1 point a will be processed exclusively for the purposes of the Guarantee, including contacting the Participant, in accordance with Chapter II section 3 points e – g, which is necessary for the purposes arising from the legitimate interests pursued by the controller (Article 6(1)(f) GDPR). Providing the aforementioned data is a condition of participation in the Guarantee, and failure to provide it results in the impossibility of contacting the Participant and consequently of participating in the Guarantee. It will be stored for the duration of the Guarantee and subsequently until the expiry of the limitation period for any claims of the Parties.
3. The processing of the personal data referred to in section 1 point b is necessary for the purposes arising from the legitimate interests pursued by the controller (Article 6(1)(f) GDPR) and is a condition for considering and responding to the complaint. Failure to provide this personal data results in the impossibility of considering and responding to the complaint. This data will be stored for the period necessary to consider and respond to the complaint, and thereafter – until the expiry of the limitation period for any mutual claims of the Parties.
4. The personal data of Participants who have been granted a refund of funds in accordance with Chapter II section 10 will additionally be stored for the period required by the provisions of applicable law for tax purposes (5 years from the end of the year in which the funds were refunded).
5. EscapeCity Sp. z o.o., being the controller of personal data, may be contacted at the e-mail address hello@escapecity.pl
6. The personal data referred to above may be transferred or entrusted for processing to entities with which the Organiser cooperates in connection with the Guarantee, including entities providing IT services to the Organiser.
7. The personal data referred to above is not subject to profiling and may be processed within the territory of the European Economic Area, but also outside it, however only where the given territory offers a sufficient level of security for the protection of personal data.
8. Persons whose data is processed have the right to request from the controller (the Organiser) access to their personal data and its rectification, and in the cases and under the rules set out in the GDPR also the right to: a) request from the controller the erasure of, restriction of the processing of, and the portability of their personal data, b) object to the processing of personal data.
9. Persons whose data is processed by the Organiser as controller have the right to lodge a complaint with the supervisory authority, which is the President of the Personal Data Protection Office, ul. Stanisława Moniuszki 1A, 00-014 Warsaw.

IV. Complaints

1. Complaints relating to participation in the Guarantee may be submitted: a) in writing to the Organiser’s address: EscapeCity Sp. z o.o., ul. Kościuszki 74/13, 31-113 Kraków, b) by e-mail to the address: reklamacje@gramiejskakrakow.pl
2. Complaints may be submitted during the Guarantee Period and within 14 days after its end. Complaints submitted after the expiry of the time limit specified in the first sentence will be left without consideration.
3. The complaint should contain a description of the problem and data enabling a response to the complaint to be delivered. It is recommended that the person submitting the complaint also provide information and circumstances concerning the subject of the complaint, which will facilitate and expedite the consideration of the complaint by the Organiser.
4. A response to the complaint, containing information on the manner of its resolution, is provided by the Organiser no later than within 14 days from receipt of the complaint, via electronic mail or in written form to the address indicated by the person submitting the complaint, depending on the form in which the complaint was submitted, unless the form of the response to the complaint was stipulated in the content of the complaint.
5. Claims not considered or not upheld in the complaint procedure may be pursued before a common court.
6. Making use of the complaint procedure is not obligatory and does not constitute a condition for pursuing claims before a common court.

V. Final provisions

1. The Terms and Conditions are published and available to all interested parties on the Organiser’s website: https://gramiejskakrakow.pl/ and at the Organiser’s registered office.
2. The provisions of the Terms and Conditions do not exclude the Participant’s rights arising from provisions of law, in particular from the Act of 30 May 2014 on Consumer Rights (consolidated text: Journal of Laws of 2024, item 1796) or the Civil Code (consolidated text: Journal of Laws of 2025, item 1071, as amended), including the statutory right to withdraw from the contract, whereby if the Participant exercises the statutory right to withdraw from the contract, they may not benefit from the Guarantee.
3. The Organiser shall not be liable for the effects of force majeure. Force majeure is deemed to be an event beyond the Organiser’s control which makes the performance of obligations impossible or which may be deemed impossible due to the circumstances that have occurred. Force majeure includes in particular: failures or disruptions in the operation of devices supplying electricity, heat or light, pandemics or epidemics, acts of war or actions of state or local government authorities in the scope of formulating policies, laws and regulations affecting the performance of obligations.
4. The Organiser shall not be liable for problems related to the functioning of the Internet, services provided by telecommunications operators, or the operation of software, including for problems with submitting applications to the Guarantee arising for reasons not attributable to the Organiser.
5. The Organiser declares that the reasons for the lack of satisfaction with the Game described by the Participant may not constitute grounds for excluding the Participant from the Guarantee – they are of an informational nature only, enabling the Game to be improved.
6. The Participant benefiting from the Guarantee does not mean that the Game has any physical defects or is not in conformity with the contract, nor does it mean the acknowledgement of any claims of the Participant concerning physical defects of the Game or lack of conformity with the contract.
7. During the Guarantee Period, the Organiser reserves the right to amend the provisions of the Terms and Conditions for important reasons, i.e. in the event of changes in legal provisions or other significant events affecting the organisation of the Guarantee. The amended provisions of the Terms and Conditions are effective from the moment of their publication in the manner specified in section 1.
8. In matters not regulated by the Terms and Conditions, the provisions of generally applicable Polish law shall apply.
9. The Terms and Conditions are effective as of 05.08.2026.