Terms and conditions

1. ordering from Mystery Makers ApS

1.1 When you, as the Buyer, place an order with Mystery Makers ApS, the Buyer enters into an agreement with the Seller:

Mystery Makers ApS
Grønningen 15, kld.
1270 Copenhagen K
CVR: 36912901

1.1.1 When the Buyer enters into an agreement with the Seller, the Buyer also accepts these terms and conditions, which the Buyer is requested to read carefully before ordering experiences.

1.2 The agreement is concluded in Danish.

1.2.1 An order is not completed until the Seller has sent a booking confirmation with a booking ID to the Buyer.

1.2.2 When the Buyer has placed an order, the Buyer will receive a receipt, which is a reproduction of the order placed. The receipt is not an expression that the order has been processed or that a purchase agreement has been entered into.

1.2.3 It is the Buyer's responsibility to check whether the booking confirmation - activity, number of participants, date and time - is in accordance with what has been ordered. If this is not the case, the Buyer must as soon as possible - and no later than 24 hours after receiving the booking confirmation - contact the Seller in writing via the contact form hereso that the order can be corrected.

1.2.4 The Seller is never liable for any financial costs that the Buyer may incur in connection with the event at the Seller's premises, which include, but are not limited to, transport costs, restaurant reservations, etc.

2. Validity

2.1 The Seller points out that a booking is not final until the Seller has sent a booking confirmation. Bookings of experiences etc. are only valid for the date and time stated on the booking confirmation.

2.2 The Seller reserves the right to ask the Buyer to present a valid booking confirmation upon arrival.

2.3 Gift vouchers are valid for 2 years from the date of issue in accordance with Danish law's general rules on prescription.

3. Delivery

3.1 When the purchase of an experience and/or gift voucher has been confirmed by the Seller via the Website, the booking confirmation and/or gift voucher will be sent by e-mail to the Buyer. Gift vouchers cannot be exchanged for cash or refunded.

4. Loss of gift vouchers

4.1 If the Buyer's gift voucher is lost, a new one can be requested by contacting the Seller in person via the contact form here. However, it is a requirement that the Buyer can present a valid photo ID and provide correct information about the telephone number and e-mail address provided at the time of purchase.

5. prices and payment

5.1 All prices are shown in Danish kroner. Prices are inclusive of VAT for private customers (B2C) and exclusive of VAT for business customers (B2B).

5.2 The prices stated on www.mysterymakers.dk are valid at the time of purchase. The Seller reserves the right to change prices, but this does not, of course, affect orders that have been accepted by sending a booking confirmation.

5.3 The total price the Buyer accepts when submitting an order is the amount the Seller will charge to the payment card provided when the booking is confirmed.

5.4 At www.mysterymakers.dk, the Buyer can pay with the following payment cards: Visa/Dankort and Mastercard.

5.4.1 Transaction fees are disclosed prior to purchase and do not exceed the rates set by Nets.

5.4.2 When the Buyer places an order, the payment card used will be authorised. If the card is not authorised, the Buyer will receive an on-screen message stating that the authorisation failed and will then be asked to choose another payment method.

5.4.1 Full prepayment applies to orders placed on the Seller's website www.mysterymakers.dk.

5.5 If the Buyer places an order by telephone or by email through the Seller's Booking Department, the Buyer will be charged the full amount no later than 4 weeks (28 days) before the date of the booked event.

5.5.1 If there are less than 4 weeks from order placement to the settlement date, the Buyer is charged full payment upon order placement.

5.6 For payment by invoice, the Buyer is charged an invoicing fee of DKK 50. The Buyer will be invoiced 28 days before the settlement date. If there are less than 28 days to the settlement date, the Buyer will be invoiced immediately. The buyer has 14 days to pay.

6. Cancellation and right of cancellation

6.1 The following conditions for cancellation are formulated in accordance with section 18(2)(12) of the Danish Consumer Contracts Act. According to the underlying EU Directive, the term "leisure offers" in section 18(2)(12) includes, among other things, reservations for cultural events such as concerts and theatre. This means that Mystery Makers, as Sellers of live cultural events, are not obliged to provide a right of cancellation. Nevertheless, the Seller is keen to accommodate our customers and has therefore formulated the following framework for the right of cancellation.

6.2 Cancellation is when the Buyer makes a full or partial cancellation or similar change to the agreed services. Cancellation of an event must be made in writing through the contact form here.

6.3 The Buyer may cancel his purchase and cancel his booking free of charge up to 4 weeks (28 days) before the date of the booked event. Thereafter, the purchase is binding.

7. Change in settlement date

7.1 Requests to move a booking to a new date must always be made in writing to the Seller through the contact form here.

7.2 Up to 2 weeks (14 days) before the date of the booked event, the Buyer may request to reschedule the booking to a new date free of charge.

7.3 When there are less than 2 weeks (13 days) to the execution of the booked event, the Buyer can have the date of their booking moved for a fee. The fee covers administration, scheduled staff and any lost sales opportunities. The fee is 15% of the total purchase amount.

7.4 The Seller can never guarantee that the Buyer's new requested settlement date and time is available.

7.4.1 The transfer is also subject to the payment terms and due date of the original booking being honoured.

7.4.2 The booking remains bound by the terms and conditions from the original booking.

7.4.3 The option to change the settlement date only includes the date itself and not the number of participants or the booked product.

7.5 When the booked event is less than 48 hours away, the Buyer can no longer move the booking to a new date.

8. changes in number of participants

8.1 The number of participants cannot be reduced once the Buyer has placed their order and received their booking confirmation.

8.2 The Buyer may increase the number of participants up to 24 hours before the booked event. Upward adjustment of the number of participants must be made in writing through the contact form here.

8.2.1 Upward adjustments in the number of participants are limited by the applicable participant limitations on the Seller's various products.

8.2.2 Additional payment due to an increase in the number of participants must be made no later than 24 hours before the booked event.

9. Change or cancellation of order by the Seller

9.1 Without being obliged to pay compensation or otherwise cover the Buyer's costs, the Seller is entitled to cancel a purchase in the following situations:
if an unintentional error has occurred on www.mysterymakers.dk, such as a payment error.
if the Buyer has not paid on time or the Buyer's payment details cannot be verified or are incorrect.
if the Seller suspects that an order has been placed in bad faith or in relation to illegal activities

9.2 The Seller may cancel a purchase as a result of internal circumstances at the Seller, such as staff illness or shortage of goods. The Seller will try to assign the Buyer a new cancellation date, another event or product. If this is not possible, the Seller is obliged to refund the full amount for the service purchased from the Seller at no additional cost to the Buyer.

9.2.1 The Seller is obliged to notify the Buyer as soon as possible in the event of the above circumstance.

9.2.2 Clause 9.2 is limited to cancellation due to internal circumstances at the Seller. Read about change or cancellation due to external circumstances in clauses 14, 15 and 16.

10. Complaints

10.1 Complaints must be made in writing and be received by the Seller no later than 8 days after the settlement date. Enquiries must be made in writing through the contact form herewhere all enquiries will be answered within 5 business days.

11. Disputes

11.1 Any dispute involving purchases from Mystery Makers ApS is subject to Danish law and the Danish courts, unless mandatory legislation dictates otherwise.

12. Marketing

12.1 The Seller is entitled to include customers on reference lists for marketing purposes. Consent to this is given by acceptance of the terms and conditions. The Buyer's consent to this may be cancelled at any time by written notice to the Seller.

13. Processing of your personal data

13.1 The Seller respects the Buyer's privacy and naturally processes personal data in accordance with the relevant legislation.
The Seller only shares the Buyer's information (name and organisation) with third parties in connection with the booking of Mystery Hunt at Christiansborg Castle and Mystery Hunt at Kronborg Castle - here it may happen that the National Museum of Denmark handles the delivery of Mystery Hunt and/or the initiation of groups.

14 Reservations

14.1 The Seller makes the following reservations:
We reserve the right to make errors in prices and to cancel products and events.
Subject to typographical and/or system errors generated by the booking system.
We reserve the right to reject the team/individual participants if Mystery Makers' employees judge that the participants are visibly intoxicated.
We reserve the right to reject the team/individual participants if they show up more than 15 minutes later than the booked time.
Reservation to reject the team/individual participants if their participation in the event is in violation of the authorities' ongoing handling of COVID-19, such as, but not limited to, the requirement to present a corona passport (added 25-03-2021).

15 Impossibility (added 25-03-2021)

15.1 Impossibility, in a legal context, is a term for cases where an obligation cannot be realised, e.g. due to legal prohibitions or practical impossibility.

15.1.1 The Buyer's right to financial reimbursement of the purchased service from the Seller shall lapse if the Seller cannot fulfil the event agreed between the parties (Buyer and Seller) due to impossibility. Impossibility includes, but is not limited to, the fact that the event cannot be realised at a location. This could be Christiansborg Palace if it is unexpectedly closed due to official events at the palace.
Impossibility also includes, but is not limited to, the fact that the event cannot be healthily justified or cannot legally be held due to COVID-19.

15.1.2 The Seller is obliged to notify the Buyer as soon as possible in the event of impossibility as described in clause 16.1 and clause 16.1.1.

15.1.3 The Seller will offer the Buyer a new settlement date or another arrangement in case of impossibility as described in clause 16.1 and clause 16.1.1.

16 Force Majeure (added 25-03-2021)

16.1 Force Majeure is defined in the legal dictionary as an "[...] external circumstance which it is clear in advance that humans cannot prevent [...]."

16.1.1 The Buyer's right to financial reimbursement of the purchased service from the Seller shall lapse if the Seller is unable to fulfil the arrangement agreed between the parties (Buyer and Seller) as a result of Force Majeure, including, but not limited to, natural disasters, floods, fire, war, terrorism, power cuts, outbreaks of disease, epidemics or pandemics.

16.1.2 The Seller is obliged to notify the Buyer as soon as possible in case of Force Majeure.

16.1.3 The Seller will endeavour, but is not obliged, to grant the Buyer a new settlement date or another event.