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  • Terms and Conditions


Orders at Mystery Makers ApS

When you, as Buyer, place an order at, you enter into agreement with Seller:

Mystery Makers ApS
Grønningen 15, kld.
1270 Copenhagen K
VAT no.: 36912901

1.1.1 When Buyer enters into a deal with Seller, the Buyer accepts these terms and conditions, which ought to be read through thoroughly before purchasing experiences.

1.2. An order is only completed when the Seller has sent a booking confirmation with a reservation ID to the Buyer.

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

1.2.2 It is the Buyer’s responsibility to check whether the booking confirmation – activity, number of participants, date and time – is in accordance with what was 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 here so that the order can be corrected.

2. Validity

2.1 The Seller draws attention to the fact that a booking is only finally valid when the Seller has sent the booking confirmation. Booking of experiences etc. is only valid for the date and time stated on the booking confirmation.

2.2 Seller reserves the right to ask Buyer to present valid booking confirmation upon attendance.

3. Delivery

3.1 When the purchase of an experience and/or gift certificate has been confirmed by the Seller via the website, the booking confirmation and / or gift certificate will be sent by email to Buyer. Gift certificates are non-refundable and cannot be exchanged for monetary value.

4. Loss of gift certificate

4.1 If the Buyer’s gift certificate is lost, a new one can be requested by contacting the Seller here. However, it is a requirement that the Buyer can present a valid photo-ID and provide correct information of the telephone number and e-mail address used when making the purchase.

5. Prices and payment

5.1 All prices are shown in Euro and include VAT.

5.2 The prices listed on are valid at the time of purchase. Seller reserves the right to change prices, but this of course does not affect orders accepted upon submission of booking confirmation.

5.3 The total price that the Buyer accepts when he sends an order is the amount that the Seller will charge from the payment card used when the booking is confirmed.

5.4 At, the Buyer can pay with the following payment cards: 

5.4.1 Transaction fees are announced prior to accepting the purchase and do not exceed the fixed tariffs determined by Nets.

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

5.4.3 Full payment is required for orders placed on Seller’s website

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

5.5.1 When there is less than 4 weeks from order placement to the date of the event, full payment is required immediately.

5.6 Payment through invoices adds an invoice fee of 7 euros. Buyer will be invoiced the day after the event has taken place. The invoice has a 14-day payment deadline.

6. Cancellation and right of withdrawal

6.1 Cancellation is when the Buyer makes a cancellation or similar changes of the agreed services. Cancellation of events must be made in writing here.

6.2 The Buyer has the right to withdraw from his/her purchase free of charge and cancel the booking up to 4 weeks (28 days) before the date of the booked event. Thereafter, the purchase is legally binding.

7. Changing of the date

7.1 Inquiries about having a booking moved to a new date must always be made in writing to the Seller here.

7.2 The Buyer may, up to 2 weeks (14 days) before the date of the booked event, request to have his/her booking moved to a new date free of charge.

7.3 When there are less than 2 weeks (13 days) to the date of the booked event, the Buyer can have the date of his/her booking changed for a fee. The fee covers administration, scheduled staff as well as any lost sales opportunities. The fee amounts to 15% of the total amount of the purchase.

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

7.4.1 The transfer also presupposes that the payment terms and the due date of the original booking are complied with.

7.4.2 The booking is still bound by the trading conditions from the original booking.

7.4.3 The possibility to change the date of the event only includes the date and time, not changing the number of participants or the booked product itself.

7.5 When there are less than 48 hours until the date of the booked event, the Buyer can no longer have his/her booking moved to a new date.

8. Changing of the amount of participants

8.1 The number of participants can not be decreased when the Buyer has placed his/her order and received the booking confirmation.

8.2 The buyer can increase the number of participants up to 24 hours before the day of the booked event. Adjustment of the number of participants must be done in writing here.

8.2.1 Increasing the number of participants is limited by the applicable participant restrictions on the Seller’s various products.

8.2.2 Additional payment required, as a result of an increase of the number of participants, must be made no later than 24 hours before the date of the booked event.

9. Changing or cancellation of orders by Mystery Makers

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 there has been an unintentional error on, such as a payment error.
  • if the Buyer has not paid on time or the Buyer’s payment information cannot be verified or is not correct.
  • if the Seller suspects that an order has been placed in bad faith or in relation to illegal activities.

9.2 The Seller can cancel a purchase as a result of internal circumstances such as illness among the staff or in case of a shortage of goods. The Seller will attempt to assign a new date or another product or event to the Buyer. If this is not a possibility, the Seller is obligated to refund the full amount of the service purchased from the Seller with no additional costs for the Buyer.

9.2.1 The Seller is obligated to notify the Buyer as quickly as possible in the case of the aforementioned circumstances.

9.2.2 Point 9.2 is limited to cancellation as a result of internal circumstances with the Seller. Read about changes or cancellation in case of external circumstances in point 14, 15 and 16.9.

10. Complaints

10.1 Complaints must be made in writing and be received by the Seller no later than 8 days after the event has taken place. Inquiries must be made in writing here, where all inquiries will be answered within 5 working days.

11. Disputes

11.1 Any dispute involving and purchases on this site is subject to Danish law and the Danish courts, unless mandatory law dictates otherwise.

12. Marketing

12.1 Seller is entitled to include customers on reference lists for use in accordance with marketing. Consent to this is given by acceptance of the terms of trade. The Buyer’s consent to this may be revoked at any time by written notice to the Seller.

13. The processing of your personal data

13.1 The Seller respects the Buyer’s privacy and naturally processes personal data in accordance with the legislation in the area.

Seller only shares Buyer’s information (name and organization) with third parties in connection with booking of a Mystery Hunt at Kunsthistorisches Museum Wien or Mystery Hunt at Albertina.

14. General limitation of liability

14.1 Seller makes the following limitations of liability:

  • Errors in pricing as well as for sold out items and events.
  • Printing errors and/or system errors generated by the booking system.
  • To be able to change the space allocation.
  • The right to reject the team/individual participants if the museum staff assess that the participants are visibly intoxicated.
  • The right to reject the team/individual participants if they show up with a 15 minute delay of the booked time.
  • The right to reject the group/individual participants if their participation in the event is in violation with the ongoing handling/management of COVID-19 by the authorities, for example, but not limited to, the requirement to present a Corona passport (added 22-11-20121).

15. Impossibility (added 22-11-2021)

15.1 Impossibility, in a legal context, is a term for cases where an obligation cannot be fulfilled, e.g., as a result of legal prohibitions or practical impossibility.

15.1.1 The Buyer’s right to a financial refund of the purchased service from the Seller lapses if the Seller is unable to fulfil the arrangement/event agreed between the parties (Buyer and Seller) due to impossibility. Impossibility includes, but is not limited to, the instance that the event cannot be conducted at a specific location if it closes to the public unexpectedly. Impossibility also includes, but is not limited to, the instance where the event cannot legally or in terms of health reasons be held as a result of COVID-19.

15.1.2 The Seller is obligated to notify the Buyer as quickly as possible in case of impossibility as described in points 15.1 and 15.1.1

15.1.3 The Seller will offer the Buyer a new date or another event in case of impossibility as described in points 15.1 and 15.1.1

16. Force Majeure (added 22-11-2021)

16.1 Force Majeure is defined in the legal dictionary as an »[…] certain external acts, events or circumstances beyond the control of the parties […].«. 

16.1.1 The Buyer’s right to a financial refund of the purchased service from the Seller lapses if the Seller is unable to carry out the agreed upon event between the parties (the Buyer and the Seller) due to Force Majeure, including, but not limited to, natural disasters, floods, fire, war, terror, power outages, disease, epidemic or pandemic outbreaks.

16.1.2 The Seller is obligated to notify the Buyer as quickly as possible in the event of Force Majeure. 

16.1.3 The Seller will attempt to, but is not obligated to, assign the Buyer a new date or another event. 


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Contact us

Book by phone:
+43 (0) 720 88 31 49

Office opening hours:
Mon- Fri: 10:00 - 16.00
Saturday: 10:00 - 14.00

Mystery Makers
Grønningen 15
1270 Copenhagen K
VAT No. DK 36 91 29 01