General Terms and Conditions
General Terms and Conditions of ZE Entertainment GmbH, Letzigraben 144, 8047 Zurich, Switzerland
Scope
These General Terms and Conditions apply to all orders placed between us and a consumer in the version valid at the time the order is placed.
Conclusion of Contract
The offers presented on urbanmissions.games constitute an invitation to place an order.
By completing the ordering process and clicking the “Buy” button, the customer submits a binding order. The contract with ZE Entertainment GmbH is concluded upon confirmation of the order by email.
Following successful completion of the order, the customer will receive the information and voucher codes required to use the purchased mission by email.
Prices, Payment and Due Date
The applicable prices and corresponding currency are displayed with the respective offer and during the ordering process. Unless otherwise stated, prices are per person and include any applicable VAT.
Consumer’s Right of Withdrawal
Completed orders are binding. A refund of the purchase price is excluded unless the customer is entitled to a right of withdrawal or refund under mandatory statutory provisions.
Where a right of withdrawal exists under mandatory statutory provisions, the applicable statutory provisions shall apply.
If you have a statutory right of withdrawal, you can exercise it using our electronic withdrawal function or by email to info@urbanescape.ch. To submit your withdrawal electronically, please use the “Withdraw from contract” form. After submitting the form, you will immediately receive electronic confirmation that your withdrawal declaration has been received. If you withdraw by email, please provide your full name and order number; the easiest way is to reply directly to your order confirmation email.
Irrespective of any statutory right of withdrawal, URBANescape voluntarily offers the following options for exchanging a mission or changing the number of players.
Use of the mission during the withdrawal period
Any statutory right of withdrawal can only be exercised as long as the purchased mission has not yet been used or activated.
By redeeming a voucher code in the URBANmission app and thereby accessing or using the mission, performance of the service is deemed to have begun. Once the mission has been played in full, the service is deemed to have been fully performed.
If several voucher codes for the same mission are issued as part of one order, use is deemed to have begun as soon as at least one of these voucher codes has been redeemed in the app. Withdrawal from the entire order is no longer possible after this point.
Exchange
An exchange can be requested by email at info@urbanescape.ch. We recommend replying directly to your order confirmation email.
Please provide the following information:
- Full name
- Order number
- Name of the game purchased
- Name of the new game you would like
An exchange is possible as long as the purchased mission has not yet been activated.
If multiple voucher codes have been issued for one order, an exchange is only possible as long as none of the voucher codes have been redeemed in the URBANmission app. Once at least one voucher code has been redeemed, an exchange is no longer possible.
If the new game is more expensive than the originally purchased game, the price difference must be paid before the exchange.
If the new game is less expensive, the price difference will be credited in the form of a voucher. The price difference cannot be paid out in cash.
The exchange option is a voluntary service provided by URBANescape and does not constitute a right to a refund of the purchase price.
Changing the Number of Players
A change to the number of players can be requested by email at info@urbanescape.ch. We recommend replying directly to your order confirmation email.
Please provide the following information:
- Full name
- Order number
- Number of players originally booked
- New number of players
Reducing the Number of Players
The number of players can be reduced as long as the mission has not yet been activated.
If multiple voucher codes have been issued for one order, the number of players can only be reduced as long as none of the voucher codes have been redeemed in the URBANmission app.
The corresponding amount for players who will no longer participate will be credited in the form of a voucher. This amount cannot be paid out in cash.
Increasing the Number of Players
An increase in the number of players must be communicated to us at least one business day before the planned game so that the change can be processed in time.
The additional amount for the new players must be paid before the game.
Service Conditions
The services and requirements of each mission are based on the service description available on the website at the time the order is placed. The customer is responsible for arriving at the specified starting point on time and for meeting the technical requirements necessary to participate in the mission.
These requirements include, in particular, a compatible smartphone or tablet, the installed URBANmission app and, where required for the respective mission, an internet connection, activated location services and a sufficiently charged battery.
Liability
Participation in an URBANmission is at the participants’ own responsibility. Participants must remain aware of their surroundings at all times and, in particular, observe road traffic, local regulations and any potential hazards.
Participants are responsible for their own insurance coverage.
ZE Entertainment GmbH is liable in accordance with mandatory statutory provisions. To the extent permitted by law, liability for slight negligence as well as for indirect or consequential damages is excluded.
To the extent permitted by law, ZE Entertainment GmbH accepts no liability for damages resulting from failure to follow game instructions or local regulations, or from the conduct of participants.
Confidentiality and Protection of Game Content
It is expressly prohibited to publish content such as puzzle ideas, game sequences, brain teasers, puzzles, solution approaches, secret locations or similar content, to copy such content for commercial purposes, or to use it, in whole or in part, at another location without the permission of ZE Entertainment GmbH.
Changes to the Programme by ZE Entertainment GmbH
ZE Entertainment GmbH reserves the right to make minor changes to the services provided. Such changes do not affect the validity or essential content of the contract.
Force Majeure
If the event or mission has to be cancelled due to force majeure, there is no entitlement to compensation. Force majeure refers to events that ZE Entertainment GmbH could neither foresee nor prevent.
These include, in particular, war, terrorism, political unrest, natural disasters, nuclear events, fire or water damage, and comparable events.
Applicable Law and Jurisdiction
Swiss law applies.
To the extent permitted by law, the place of jurisdiction is the registered office of ZE Entertainment GmbH in Zurich, Switzerland.
Mandatory statutory provisions protecting consumers that cannot be excluded by this choice of law remain unaffected.
Last updated: August 2026