Terms and Conditions
1. Identification of the Service Provider
The services offered under the Prison Experience trade name are provided by:
CREAM Entertainment, S.L.
Tax ID (NIF): B67222786
Registered office: C/ Antic de Bofarull, 15
Trade name: Prison Experience
Email: info@prison-experience.com
Telephone and WhatsApp: 640 11 87 08
CREAM Entertainment, S.L. is the owner of and is responsible for operating the Prison Experience brand and the services offered under that name.
2. Purpose and Scope
These General Terms and Conditions govern access to, contracting and use of the services and activities offered by Prison Experience, as well as use of its official website.
For the purposes of these terms and conditions:
Customer means the person who enters into the contract.
Participant means each person who physically takes part in the activity.
Group means the set of participants included in the same booking.
Booking means the purchase of an activity for a specific date and time.
Gift voucher means the purchase of an activity without an initially specified performance date, intended to be redeemed at a later time.
3. Acceptance of the General Terms and Conditions
Completing a booking or purchasing a gift voucher entails acceptance of these General Terms and Conditions where they have been made available to the customer during the contracting process.
For contracts entered into through the website, the customer must expressly indicate acceptance using the mechanism provided for this purpose before completing the transaction.
The General Terms and Conditions will be available for consultation before a booking or purchase is made.
Electronic contracting has full legal effect where the requirements established by law are met. Likewise, the general terms and conditions must be made available to the user in a form that allows them to be stored and reproduced.
4. Amendment of the General Terms and Conditions
Prison Experience may amend these General Terms and Conditions whenever necessary, always in accordance with applicable law.
Amendments will not affect bookings or contracts already confirmed, which will continue to be governed by the terms in force when they were entered into, unless the amendment is necessary to comply with a legal obligation or is favourable to the customer.
5. General Characteristics of the Activities
Prison Experience offers immersive escape-room experiences conducted privately for each group.
Groups booking an activity will not be mixed with other customers. Each booking is exclusively for the group included in it, without prejudice to other groups simultaneously taking part in other activities on the premises.
The activities are designed and recommended for groups of between two (2) and eight (8) participants, subject to the conditions set out for groups of fewer than four people.
6. Language of the Activities
The activities are conducted exclusively in Spanish or English.
It is the customer’s responsibility to ensure that participants have a sufficient command of at least one of these languages to understand the instructions, directions and elements required for the proper conduct of the activity.
Insufficient knowledge of Spanish or English by one or more participants will not, in itself, entitle the customer to a refund or free modification of the booking.
7. Minimum Age and Participation of Minors
The minimum age for participating in Prison Experience activities is twelve (12) years.
Children under twelve may not participate in the activities or enter the areas in which the games take place.
The recommended minimum age for participation is fifteen (15) years.
Where a group includes participants under fifteen, at least one person aged fifteen or over must be part of the group and will act as the group’s main point of contact with Prison Experience staff during the activity.
Groups made up exclusively of participants under fifteen may not take part.
Where minors participate without their parent, mother or legal representative being present, the adult who makes the booking declares that they have the necessary authorisation from the minors’ legal representatives for their participation.
8. Number of Participants
The ordinarily recommended number of participants per activity is two (2) to eight (8) people.
The standard maximum number will be eight participants per game.
9. Accessibility, Mobility and Specific Warnings
The physical and scenic characteristics of the games entail different levels of accessibility.
Ducha Fría is adapted for wheelchair users.
Toma de Control allows participation by people with certain mobility limitations who use, for example, crutches or a walking frame, but it is not adapted for wheelchair users.
Fin del Túnel is not adapted for people with reduced mobility and is not recommended for pregnant people.
Fin del Túnel contains certain spaces or situations that may cause feelings of claustrophobia.
All three games include, for a brief period at the beginning of the activity, rotating lighting effects that may be unsuitable for people with photosensitive epilepsy or other conditions sensitive to certain light stimuli.
None of the three games is specifically adapted for blind or deaf people.
It is the customer’s responsibility to assess these circumstances before selecting an activity. In case of doubt, the customer may contact Prison Experience in advance for additional information about the characteristics of the game.
10. Ownership and Use of the Website
The official Prison Experience website is owned by CREAM Entertainment, S.L. and is the official website of the Prison Experience trade name.
Access to and use of the website must comply with applicable law, these General Terms and Conditions and the principles of good faith.
11. Permitted Use of the Website
Users must use the website lawfully and diligently.
Any use for unlawful, fraudulent or bad-faith purposes is prohibited, as is any action intended to cause damage to Prison Experience, its systems, other users or third parties.
Use of the website in a manner that may adversely affect its operation, security, integrity or availability is likewise prohibited.
12. Intellectual and Industrial Property
All original website content and identifying elements of Prison Experience, including, among others, texts, designs, images, photographs, videos, graphics, logos, trade names, trademarks and other protectable elements, are owned by CREAM Entertainment, S.L. or are used with the corresponding authorisation.
Their unauthorised reproduction, distribution, public communication, transformation, exploitation or use is prohibited where such acts infringe intellectual or industrial property rights.
Nothing in these General Terms and Conditions constitutes an assignment of intellectual or industrial property rights to the user.
13. Website Information and Updates
Prison Experience makes reasonable efforts to ensure that published information is correct, current and accurate.
Nevertheless, material errors or occasional changes may occur.
Prison Experience may update, modify or correct information relating to activities, schedules, prices, availability, images, descriptions and other content.
Such changes will not unilaterally alter the terms of bookings already confirmed except where legally permitted.
Where a material error affecting an already completed transaction is detected, Prison Experience will contact the customer to explain the situation and adopt the solution required by law.
14. Links to Third-Party Websites
The website may contain links to websites or services operated by third parties.
Prison Experience does not necessarily control such content and does not guarantee its availability, accuracy or operation.
The inclusion of a link does not necessarily imply approval, recommendation or responsibility for the third party’s content or services.
This provision is without prejudice to any liability that may legally correspond to Prison Experience.
15. Personal Data Protection
Personal data provided during the contracting process will be processed in accordance with applicable law and the Prison Experience Privacy Policy.
The booking system may be managed through technology providers involved in providing the corresponding service.
Detailed information regarding the data controller, purposes, legal basis, retention, recipients and exercise of rights will be available in the relevant Privacy Policy.
16. Contracting Methods and Channels
Prison Experience offers two main contracting methods:
• a) Booking for a specific date and time.
• b) Gift voucher without an initially specified date.
Bookings may be made through the official website or through authorised third-party booking platforms or systems.
Bookings may not be formally made in person at the premises.
Where a third-party platform is used, that platform’s own terms may additionally apply in relation to its intermediary service.
17. Customer Responsibility for the Selected Purchase
Before completing the transaction, the customer must check the selected activity, type of purchase, date, time, number of participants, price and all other applicable conditions.
It is the customer’s responsibility to ensure that the chosen activity is suitable for the participants’ circumstances, including the accessibility conditions stated in these General Terms and Conditions and in the game information.
Prison Experience will not be responsible for errors attributable to the customer in selecting the activity, type of purchase, date, time or number of participants where the corresponding information was clearly provided before contracting.
18. Information Provided and Confirmation
The customer must correctly provide the information required during the contracting process, particularly their name, email address and telephone number.
Confirmation will be sent to the email address provided by the customer.
Prison Experience will not be responsible for non-receipt where this is due to incorrect or incomplete information supplied by the customer.
Electronic contracting will be confirmed in accordance with the applicable legal obligations. As a general rule, the LSSI provides for electronic confirmation of acceptance.
19. Prices and Surcharges
Prices are stated in euros and include the applicable VAT.
The price may vary depending on the number of participants, activity, day, time and particular conditions of the session.
Certain time slots, including sessions outside normal opening hours, early sessions or night sessions, may have different rates or surcharges.
All prices and surcharges applicable to online bookings will be shown to the customer before the transaction is completed.
Where an activity outside normal opening hours requires prior acceptance by Prison Experience, the applicable price or surcharge will be communicated before the customer confirms the booking.
20. Payment Methods and Booking Deposit
Depending on the available option, a booking may be completed by:
• a) full payment; or
• b) a booking deposit of sixty euros (€60).
The deposit forms part of the final price and does not constitute an additional charge.
Where only the deposit has been paid, the final price will be calculated according to the number of participants who actually attend on the day of the activity, subject to the minimum price corresponding to four participants.
Any outstanding amount must be paid before the activity begins.
21. Changes in the Number of Participants
Where only the deposit has been paid, it is not necessary to notify Prison Experience in advance of the final number of participants.
The price will be adjusted to the number who ultimately participate, subject to the established limits and minimum price.
Where full payment has been made for a specific number of participants and fewer people ultimately attend, the absence of participants for reasons not attributable to Prison Experience will not entitle the customer to a proportional refund.
If more participants attend than were initially paid for, they may join provided the maximum number is not exceeded and the corresponding difference is paid in advance.
22. In-Person and Electronic Payments
Any outstanding amounts to be paid in person at Prison Experience must be paid exclusively in cash, as Prison Experience does not have an electronic card terminal on the premises.
It is the customer’s responsibility to have an accepted means of payment before the activity begins.
Online card payments are processed through the payment gateway provided by CaixaBank via Redsys.
Full card details are entered directly into that gateway and are neither received nor stored by Prison Experience.
23. Gift Vouchers
Gift vouchers are valid for one (1) year from the date of purchase.
They are redeemed using the link included in the corresponding email and are subject to availability when the date and time are selected.
Gift vouchers are transferable and may be used by a person other than the purchaser.
If Prison Experience’s rates subsequently increase, the voucher holder will not be required to pay any difference in respect of the activity included in the purchased voucher.
Promotional or discount codes may not be applied to the purchase of gift vouchers unless expressly stated otherwise.
Once the statutory withdrawal period regulated in the following article has expired, a voluntary decision by the purchaser or beneficiary not to use the voucher will not entitle them to a refund.
A voucher not used within its validity period will expire, without prejudice to any rights the consumer may have under applicable law.
24. Right of Withdrawal
24.1. Bookings for a Specific Date and Time
Prison Experience bookings for a specific date and time relate to leisure activities providing for a specific date or period of performance.
Consequently, the general fourteen-day right of withdrawal applicable to distance contracts does not apply, in accordance with the statutory exception applicable to this type of service.
This is independent of the modification or cancellation options contractually offered by Prison Experience in the following articles.
24.2. Unredeemed Gift Vouchers
Where a gift voucher is purchased through distance contracting and has not yet been redeemed for a booking with a specific date and time, the consumer will have fourteen (14) calendar days from the conclusion of the contract in which to exercise the right of withdrawal, without having to give a reason and without penalty.
Withdrawal may be communicated by means of an unequivocal statement addressed to Prison Experience through its contact channels, without prejudice to any other mechanisms provided by law.
Where withdrawal is validly exercised, Prison Experience will refund the corresponding amounts using the methods and within the time limits established by law.
Once that period has expired without the right having been exercised, a voluntary decision not to use the voucher will not give rise to a right to a refund.
25. Normal Opening Hours
Prison Experience normally operates during the following hours:
Wednesday to Friday: 16:30 to 21:45.
Saturdays and Sundays: 10:30 to 21:45.
These time ranges correspond to normal operating hours and do not necessarily represent exact activity start times.
Activities may be held outside these time ranges subject to prior request and express acceptance by Prison Experience.
Such sessions may carry a specific rate or surcharge, which will be communicated and accepted before the booking is confirmed.
26. Modification and Postponement of Bookings
With at least twenty-four (24) hours’ notice, the customer may request free of charge:
• a change of date;
• a change of time;
• a change of activity; or
• that the booking be left pending until a new date is assigned.
All modifications are subject to availability.
Where the request is made with less than twenty-four (24) hours’ notice, Prison Experience may allow the booking to be rescheduled subject to a late modification charge of sixty euros (€60).
The amount originally paid will be retained in full for the new booking and the €60 will constitute an additional charge.
If the customer does not wish to pay this charge, the original booking will remain valid.
27. Voluntary Cancellation
Bookings for a specific date and time are not freely cancellable with an automatic right to a refund.
Nevertheless, Prison Experience voluntarily offers customers the possibility of requesting a final cancellation, in which case a retention of sixty euros (€60) will apply.
If only a €60 deposit has been paid, that amount will be retained and no additional amount will be payable.
If the customer has paid more than €60, Prison Experience will refund the portion of the amount paid that exceeds €60.
This retention is conceptually distinct from both the booking deposit and the late modification charge.
28. Arrival, Delays and No-Shows
Participants are advised to arrive approximately five minutes before the stated time.
Where the group arrives fifteen minutes or more late, Prison Experience may refuse to start the activity where the delay prevents the activity from being properly conducted, affects later bookings or makes it impossible to complete it within the available time.
Where the activity cannot take place because of a delay attributable to the customer, there will be no right to a refund.
Where operationally possible, Prison Experience may adapt the duration to the remaining time, without being obliged to do so.
A no-show on the booked date and time, without prior modification in accordance with these terms, will not entitle the customer to a refund or free rescheduling.
29. Circumstances Affecting Travel to the Venue
Participants are responsible for arranging their journey with sufficient time.
Traffic or transport problems, weather conditions, strikes, demonstrations or other circumstances beyond Prison Experience’s control will not, in themselves, require Prison Experience to extend, modify or refund a booking.
In such cases, the rules on modification, punctuality and no-shows set out in these General Terms and Conditions will apply, without prejudice to any rights provided by law.
30. Booking Verification
The confirmation email is the primary proof of the booking.
Where the customer cannot present it, Prison Experience may request reasonable information enabling the existence and correspondence of the booking to be verified.
Failure to show the email will not automatically result in loss of the booking where it can reasonably be verified by other means.
31. Safety and Conduct Rules
Before the activity begins, participants will receive the necessary instructions and rules.
Participants must comply with staff instructions and make proper use of the premises, mechanisms, furniture, scenery and other elements.
Participants are advised to wear comfortable clothing and footwear.
Prison Experience may interrupt or terminate the participation of anyone who seriously breaches instructions, endangers their own safety or that of others, deliberately damages the premises or prevents the proper conduct of the activity.
Where removal from the activity is the direct consequence of conduct attributable to the participant, it will not entitle them to a refund, without prejudice to any rights provided by law.
Prison Experience will not be liable for damage arising exclusively from negligent or reckless conduct by a participant, failure to comply with instructions or manifestly improper use of the premises, without prejudice to any liability that legally corresponds to Prison Experience.
32. Alcohol, Drugs and Other Substances
Prison Experience may refuse access to or prevent the participation of anyone showing objective signs of being under the influence of alcohol, non-prescribed drugs or other substances where their condition may reasonably compromise safety or the proper conduct of the activity.
Where there are reasonable indications of alcohol consumption, a voluntary indicative breathalyser test may be offered.
The test requires the participant’s consent.
Refusal will not in itself mean that the participant is considered to be under the influence of alcohol. Nevertheless, access may be refused where there are sufficient objective signs.
Where refusal of access is reasonably necessary because of circumstances attributable to the participant, there will be no right to a refund of the amount corresponding to that participant.
33. Personal Belongings
Before the activity begins, participants must deposit their personal belongings in the area provided at reception.
This area is under video surveillance and supervised by staff while the activities are taking place.
Where a participant refuses to deposit one or more items and decides to keep them, Prison Experience may request that the participant sign a declaration recording that they have been informed of the requirement and have voluntarily decided not to comply with it.
The participant will assume the risks and consequences directly arising from their decision to carry such items during the activity, without prejudice to any liability that may legally correspond to Prison Experience.
34. Photographs, Recordings and Confidentiality
Taking photographs or video recordings inside the game areas without the express authorisation of Prison Experience is prohibited.
A breach may result in interruption of the activity and, in serious cases, removal from the activity where necessary to protect the content of the games or the proper conduct of the experience.
After the activity, Prison Experience may request permission to take photographs intended for its social media or other communication channels.
Taking and publishing such photographs will require the appropriate authorisation from the persons concerned in accordance with applicable law.
Participants are also asked not to publicly disclose solutions, mechanisms, puzzles or other substantial elements of the games where disclosure could prejudice the experience of future participants.
35. Damage to Property
Participants must treat the premises, furniture, scenery, mechanisms and other elements with due care.
Where damage results from intentional or negligent conduct or from use that is manifestly contrary to the instructions provided, Prison Experience may claim from the person responsible the reasonable and demonstrable cost of repairing or replacing the damage actually caused, in accordance with applicable law.
The existence of the damage and the identity of the person responsible may be established by any means of evidence permitted by law.
36. Technical Incidents and Cancellation by Prison Experience
Prison Experience will take reasonable steps to resolve any technical incidents that may arise.
Minor incidents that can be resolved through a brief intervention and allow the activity to continue properly will not in themselves give rise to a right to a refund or rescheduling.
Where an incident makes it impossible to continue the activity and cannot be adequately resolved, the customer may choose between:
• rescheduling at no additional cost; or
• a full refund of the amount paid for the affected booking.
Likewise, where Prison Experience is unable to provide a contracted activity due to circumstances attributable to the company, the customer may choose between free rescheduling or a full refund.
All of the above is without prejudice to any other rights the consumer may have under applicable law.
37. Contact, Customer Service and Complaints
The official contact channels are:
Email: info@prison-experience.com
Telephone and WhatsApp: 640 11 87 08
Prison Experience has official complaint, claim and report forms available to consumers at its premises and displays the corresponding information notice in a visible location.
Use of these official forms does not limit any other complaint mechanisms recognised by law.
38. Applicable Law and Dispute Resolution
These General Terms and Conditions are governed by Spanish law and by the applicable consumer and user protection regulations.
Any disputes arising from the interpretation, validity, performance or fulfilment of these terms and conditions will be submitted to the courts and tribunals having jurisdiction under applicable law.
Where the customer is a consumer or user, nothing in these terms and conditions will be construed as establishing submission to any courts other than those determined by law.
