Terms and Conditions of Sale
These terms govern the escape game sessions, gift vouchers and event services offered by ESCAPE ONE under the Neurones Escape Game brand in Éragny.
These Terms and Conditions (the “T&Cs”) are available on the website at all times. Confirming an order and, for an online booking, ticking the acceptance box provided for this purpose constitutes full acceptance of the T&Cs in force on the date of the order.
Article 1 — Seller’s identity, definitions and scope
The seller is ESCAPE ONE, a French simplified joint-stock company (SAS) with a share capital of €4,000, whose registered office is located at 4 Avenue du Gros Chêne, 95610 Éragny, registered under number 838 412 872 RCS Pontoise, SIRET 838 412 872 00023 and EU VAT number FR13 838412872. ESCAPE ONE operates the Neurones Escape Game venue.
These T&Cs apply to any order placed on neurones-escape.fr, by phone, at reception or through our staff. The person who books or buys is referred to as the “Buyer”. Any person taking part in a session is a “User”. A game booked for a set date and time is a “Session”. The game space temporarily made available is a “Room”.
Article 2 — Concept and features of the sessions
Neurones Escape Game offers real-life team escape games. Unless otherwise stated at the time of booking, a Session includes a welcome, a briefing, up to 60 minutes of play and then a debriefing. The game may end before the time runs out if the team completes its mission; such an early finish does not entitle anyone to a price reduction.
Depending on the scenario chosen, a Room generally hosts 2 to 7 Users. Capacities, difficulty levels, atmospheres, any narrow passages, age requirements and specific recommendations are shown on the page of each adventure. The Buyer must choose a Room suited to the make-up and needs of their group. If in doubt, it is up to the Buyer to contact the venue before ordering.
Minors must comply with the age and supervision requirements announced for the chosen Room. Supervising minors and checking that the scenario is suitable for their age is the responsibility of the accompanying adult and the Buyer.
Article 3 — Booking and confirmation
Bookings are subject to slot availability. Before confirming, the Buyer must check the Room, date, time, number of players, price and contact details provided. The booking becomes firm once the requested payment has been validated and the confirmation email has been sent.
During the booking process, the Buyer can pay for the full service or pay the proposed deposit of €27. If a deposit is paid, the balance is settled on site before the Session, based on the actual number of participants and the applicable rate. A booking exceptionally entered by our staff is made on the basis of the information provided by the Buyer, who remains responsible for its accuracy.
Article 4 — Prices and payment methods
Prices are expressed in euros, all taxes included. For standard Sessions, the price list published on the date of this version is as follows:
- 2 players: €45 incl. VAT per person;
- 3 players: €30 incl. VAT per person;
- 4 to 7 players: €27 incl. VAT per person.
The contractual price is the one displayed and summarised at the time of the order. ESCAPE ONE may change its prices for the future without affecting bookings that have already been confirmed. Additional services, private hire, reception areas, drinks, catering or tailor-made events are subject to an additional price or a quote.
Online payment is made by bank card through a provider specialised in securing transactions. ESCAPE ONE does not store the full card number or its security code. On site, the payment methods accepted by the venue are bank card, cash and ANCV holiday vouchers (chèques-vacances).
Article 5 — Changes, cancellation and inability to perform
A request to cancel or postpone received at least 48 hours before the start time of the Session is accepted free of charge, any new date being subject to slot availability. The request must be sent to contact@neurones-escape.fr or made by phone, then confirmed in writing if the team asks for it.
Less than 48 hours before the Session, the price remains due and amounts paid are not refunded, except with ESCAPE ONE’s written agreement or in a duly substantiated case of force majeure. Users failing to show up at the scheduled time is treated as a no-show.
If ESCAPE ONE is unable to provide the service, the Buyer is first offered a new date. If the Buyer declines it or if no reasonable new date is possible, the amounts paid for the service not provided are refunded. ESCAPE ONE may also postpone a Session when an external event, an administrative closure, a safety incident or a case of force majeure prevents the venue from opening or the game from running properly.
Article 6 — Punctuality and group size
Users must arrive 15 minutes before the booked time to allow for the welcome and briefing. In the event of late arrival, the playing time may be reduced so as not to disrupt the following Sessions. A significant delay may make the Session impossible, without refund.
Any change in the number of participants must be reported as soon as possible. The final number remains subject to the capacity of the Room. If additional participants are admitted, the corresponding supplement at the applicable rate must be paid before the game starts. No one can be admitted beyond the authorised capacity.
Article 7 — Right of withdrawal for dated sessions
In accordance with Article L. 221-28, 12° of the French Consumer Code, the right of withdrawal does not apply to leisure activities that must be provided on a specific date or during a specific period. A Session booked for a specific slot therefore does not benefit from the 14-day statutory withdrawal period. The option to cancel or postpone up to 48 hours in advance provided for in Article 5 is a separate and more favourable commercial condition.
Article 8 — Gift vouchers
Neurones Escape Game gift vouchers are valid for one year from their date of purchase, unless a different period is expressly stated at the time of the order. They can be used to book an adventure subject to slot availability, capacities and the conditions specific to each Room. They cannot be exchanged for cash and are not refundable after they expire.
For a gift voucher bought remotely and not yet used, a consumer Buyer has in principle 14 days to notify their withdrawal, in accordance with Article L. 221-18 of the French Consumer Code. The request must be sent before the deadline to contact@neurones-escape.fr by means of a clear and unambiguous statement. The right of withdrawal can no longer be exercised once the voucher has been used for a service provided under the legal conditions.
Article 9 — Use of the rooms, behaviour and game confidentiality
Users must respect the staff, other customers, the premises, sets, furniture, mechanisms and all instructions given by the Game Master. A Room may only be used to take part in the game. Any handling indicated as forbidden, any violence, intimidation, deliberate damage or abnormal use may lead to the immediate end of the Session and refusal of access, without refund.
Damage caused intentionally or through clear failure to follow instructions may be charged to the person responsible or to the Buyer. The solutions, puzzles, mechanisms and effects of the Rooms are confidential. Taking pictures and making photo, video or audio recordings is forbidden during the game, unless expressly authorised by the staff. Any disclosure likely to reveal the content of an adventure harms the experience of future players and the legitimate interests of ESCAPE ONE.
Article 10 — Safety, health and personal belongings
Safety instructions, signage, emergency exits and staff instructions must be followed at all times. It is forbidden to smoke or vape in non-authorised areas, to bring in any dangerous, flammable or toxic object or any object likely to damage the facilities, and to take part while clearly under the influence of alcohol or drugs.
Each User must report before the game starts any situation that may require a precaution or an adjustment, in particular reduced mobility, pregnancy, epilepsy, claustrophobia, a heart condition or high sensitivity to sound and light effects. The team may suggest another Room or refuse participation if it considers that it cannot ensure the person’s safety.
Personal belongings remain the responsibility of their owner. ESCAPE ONE is not liable for their loss, theft or damage, except where directly attributable to its own fault.
Article 11 — Liability
ESCAPE ONE is responsible for the proper performance of its obligations within the limits provided by law. It cannot be held liable for damage resulting from failure to comply with these T&Cs, false information provided by the Buyer, abnormal use of the facilities, reckless behaviour or an event of force majeure.
The photographs, videos, descriptions and difficulty levels shown on the website are for illustration purposes. Minor adjustments may be made to the scenarios, mechanisms or sets without changing the essential nature of the service.
Article 12 — Personal data and communications
The Buyer guarantees the accuracy of the data required for the booking. This data is used to process the order, payment, confirmation, exchanges and follow-up of the Session. Marketing communications are only sent on an appropriate legal basis and can be refused at any time.
Processing operations and the rights of access, rectification, erasure, objection, restriction and portability are detailed in the privacy policy. Any request can be sent to contact@neurones-escape.fr. A complaint can also be lodged with the CNIL.
Article 13 — Complaints and consumer mediation
Any complaint must first be sent in writing to Neurones Escape Game — ESCAPE ONE, 4 Avenue du Gros Chêne, 95610 Éragny, France, or by email to contact@neurones-escape.fr, stating the booking concerned and the solution requested.
After a prior written complaint that has not been resolved amicably, consumers may refer the matter free of charge to the consumer mediator to which ESCAPE ONE belongs: [name, postal address and website of the appointed mediator to be completed]. Mediation does not deprive consumers of their right to bring the matter before the competent court.
Article 14 — Applicable law and jurisdiction
These T&Cs and the contracts concluded with ESCAPE ONE are governed by French law. Failing an amicable settlement or mediation, the dispute will be brought before the court with subject-matter and territorial jurisdiction under ordinary rules, without depriving consumers of the mandatory protections they enjoy.
If any clause of these T&Cs is declared void or unenforceable, the other provisions remain in force. ESCAPE ONE may amend the T&Cs for the future; the version applicable to an order remains the one accepted on the date of that order.
Last updated: 30 August 2026.