FREQUENTLY ASKED QUESTIONS

Here you can find frequently asked questions and of course the right answers to them. Your question is not here? Then feel free to contact us.

What are escape rooms?

Escape rooms are a challenging activity for groups. After a short introduction to the story, you enter a real and authentically decorated room. There you have to solve various tasks - together as a team. Once you have solved all the puzzles, you have done it: the exit door opens and you can escape.
Don't worry: We won't leave you all alone. Your game leader will welcome you and look after you personally during your entire event.
And what if you're at a loss for words? Don't worry. The game leader will watch you from outside and help you with little tips in case of emergency.

What should I think about before visiting an escape room?

All you need is your team, anticipation and a good mood for pause & play. Wear comfortable clothes that you feel good in. Although our tasks mainly demand your brains, you might break a sweat in some situations - but this is rather due to the excitement and time pressure. You don't have to worry about sports activities.

What does it mean if I change the number of persons afterwards?

A later change of the number of persons is usually no problem. You can change the number of people yourself in your booking up to 48 hours before the event. Alternatively, you are welcome to call in advance or inform your game director on site that you have come with more or less people. Please make sure that you do not exceed or fall short of the maximum and minimum capacity of your booked game. The price will then be adjusted to the actual number of people.

Is it possible to play in an escape room with more than 6 people at the same time?

Our rooms are designed for a maximum of 6 people per room. But of course you can also have a great gaming experience with more people. Just book several rooms at the same time and play them against each other. Whoever escapes first is the winner!

In which language does the game take place?

Each of our escape rooms can be played simultaneously in German and English. Each of our game masters speaks both languages - and all hints as well as all tasks in the rooms can also be found in both languages.

What is the optimal group size for escape rooms?

Unless otherwise stated, 2-6 people can register per room. Depending on the space available, however, a corresponding number of rooms can be booked in parallel or even directly behind each other, so that even larger groups can play with us. In general it is true that it is more difficult for 2 people to solve everything - but it is by no means impossible and each individual must of course become more active. As the number of participants increases, so does the group dynamic. Necessary communication and coordination bring an additional challenge into play and in this way lead to more liveliness and entertainment.

Are escape rooms scary?

As a rule, no. After all, if a group is "locked up" in a room, that's the last thing we want. On the contrary, the group should be able to leave everyday life behind and feel completely at ease in a lavishly detailed room. But there are a few exceptions: Rooms that intend exactly the opposite and offer a little extra adrenaline kick due to story or sequence. These rooms have a corresponding note in the description.

Do the escape rooms differ in difficulty or level of challenge?

The escape rooms at pause & play differ significantly in terms of content and visual design and the puzzles and tasks are different. However, unless otherwise stated, the level of difficulty of our rooms is comparable. Nevertheless, it may be that different groups find a certain task type more or less suitable than the other. Therefore, a rough estimate of the difficulty level is given, but don't let that scare you away. The difficulty level is very subjective and both "easy" and "hard" escape rooms can be perceived quite differently from group to group. And the most important thing: In every game room you will be supported by our gamemasters, who will help you if you don't find the right solution.

Is there a minimum age for escape rooms?

Escape Rooms offer intergenerational experiences that bond. Our themed rooms cater to groups of (almost) all ages, backgrounds and intellect. Fun and educational for the younger ones - captivating and challenging for the older ones.
Children 12 years and older with a strong curiosity and a good sense of intuition will have fun in our Escape Rooms, even if the solution to one or the other puzzle may take a little longer. Experience has shown that most of the puzzles are still too challenging for even younger children, which is why we only recommend playing together with adults. This is another reason why children under 12 (one child per adult) play for free with us.

How can I change or cancel my booking afterwards?

You can change or cancel your booking yourself up to 48 hours before the event via the link in your booking confirmation. Unfortunately, we cannot allow later cancellations free of charge. If you want to change your booking and need help, please contact us as soon as possible.

Are escape rooms only for geniuses?

Definitely not. Even though our experiences have a certain standard and the success rate is not 100%, this does not mean that everyone cannot participate. First, the focus should be on having fun during the group experience, not on the outcome at the end. Second, we are all about the skills of the entire group. Because of the varied and different tasks, each team member can contribute meaningfully and make his or her contribution to the group's success. And if all efforts don't help, our gamemasters provide little food for thought and hints at the appropriate places and times.

How much do escape rooms cost?

Our prices at pause & play vary depending on the game and group size. To find out the exact prices, check the booking calendar of the game of your choice. We also have special offers for many groups and occasions.

Question about escape room vouchers?

You are looking for an unforgettable gift, but you have only little time? Vouchers for pause & play offer you the perfect package: Give away a "shared experience" instead of just material objects and that directly for any group size. The representative voucher will be sent to you directly by e-mail for you to print out yourself. A smaller value voucher or, for example, a 2-person voucher can also be easily offset against a 4-person booking during the online ordering process.

Are escape rooms physically challenging?

Even though Escape Rooms primarily address and test the mind and ingenuity of the participants, you can still sometimes work up a sweat. Smaller physical activities are not missing. Be it to find hidden objects or to combine single parts. However, you don't have to climb, crawl or make any other physical effort.
Do you need reading glasses? You have to read clues in most of our escape rooms, so we recommend that you bring your glasses.
Additionally, acoustic signals or clues as well as light and brightness changes may be part of a room. Therefore, it is advisable to have at least one person in the group who can take over these tasks.
Please let us know if you have any special requirements. It is very important to us to provide an unforgettable experience for everyone who is interested.

Are escape rooms scary?

As a rule, no. After all, if a group is "locked up" in a room, that's the last thing we want. On the contrary, the group should be able to leave everyday life behind and feel completely at ease in a lavishly detailed room. But there are a few exceptions: Rooms that intend exactly the opposite and offer a little extra adrenaline kick due to story or sequence. These rooms have a corresponding note in the description.

What happens if the group can't find and solve everything in an hour?

Then you will probably have to cancel all further appointments and stay in the room forever. No - all joking aside - you will of course only be symbolically "locked up" and the fun during the experience should be the focus without exception. So don't worry, with us there are no losers, even if you can't escape within the given time. Besides, maybe it will work out next time or in another room.

Question not found?

Just click on "Contact" and get in touch with us, we will be happy to help you!

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Terms and Conditions for pause & play Escape Rooms Hamburg and Stuttgart

General Terms and Conditions

1 Conclusion of Contract, Cancellation

1.1 By submitting the order, the customer makes a binding offer. A contract between the customer and 2CP GmbH is only concluded when the order number is allocated and sent to the customer by 2CP GmbH. The dispatch of the order confirmation constitutes the delivery of the ticket for participation in the event. 1.2 The purchase of vouchers can be revoked in accordance with section 5. 1.3 When purchasing tickets for participation in events, cancellation or rescheduling of the appointment is not possible (see section 5.1).

2 Price Components & Payment Modalities

2.1 The total price of the order is due for payment immediately after the conclusion of the contract if the payment methods “Paypal” and “Credit Card” are offered. 2.2 If the payment method “Card payment on site” is offered, the total price of the order is due on the day of the event and must be paid on-site in the branch with an EC card or credit card, deviating from section 2.1.

3 Tickets / Admission Tickets

3.1 The ticket purchased by the customer for participation in events entitles the customer and other persons named by him to participate in the booked game at the date and time specified on the ticket (order confirmation). 3.2 If the customer arrives late, the game time will be reduced according to the delay. In case of non-appearance, the customer’s claim to the performance of the event expires. The obligation to pay the total price of the order remains in force, see section 2. 3.3 Children and adolescents under 14 years of age must be accompanied by a legal guardian. Otherwise, access may be denied.

4 Vouchers

4.1 Vouchers are exclusively valid for the payment of tickets for participation in events offered by 2CP GmbH. 4.2 There is no entitlement to a cash payment of the vouchers against 2CP GmbH as long as the service is offered. 4.3 Vouchers issued by 2CP GmbH are valid for 36 months (3 years) from the date of purchase.

5 Right of Withdrawal

5.1 Right of withdrawal when purchasing tickets When purchasing tickets for participation in escape games, a contract for the provision of services related to leisure activities is concluded between 2CP GmbH and the customer, which provides for a specific date or period for the provision of the service (see § 312 g (2) No. 9 BGB). Therefore, in accordance with § 312 g (2) No. 9 BGB, there is no right of withdrawal for the customer, regardless of the chosen payment method. Every purchase of tickets for participation in escape games is therefore binding immediately after confirmation in accordance with 2.1 by 2CP GmbH and obliges to pay the total price of the order. 5.2 Right of withdrawal when purchasing digital goods With the buyer’s consent to the withdrawal policy, the buyer agrees when purchasing a digital good that the performing company will begin the execution of the contract before the expiry of the withdrawal period and will provide the digital good to the buyer as a download. In addition, the buyer agrees that he loses his right of withdrawal at the beginning of the execution of the contract. 5.3 Right of withdrawal when purchasing vouchers on-site in the branch When purchasing a voucher, which takes place with the simultaneous physical presence of the contracting parties or their authorized representatives (e.g., purchase in the branch), there is no distance selling contract within the meaning of § 312 b BGB. Therefore, the customer has no right of withdrawal. 5.4 Right of withdrawal for all other voucher purchases For all other voucher purchases, the following applies to contracts with consumers:

Withdrawal Policy

Right of Withdrawal You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the goods or has. To exercise your right of withdrawal, you must inform us, 2CP GmbH, Bremer Reihe 24, 20099 Hamburg, 040 6456 9263, hamburg@pause-play.de, by means of a clear statement (e.g., a letter, fax or email sent by mail) of your decision to withdraw from this contract. You can use the attached sample withdrawal form, but this is not mandatory. To comply with the withdrawal period, it is sufficient to send the notification of the exercise of the right of withdrawal before the end of the withdrawal period. Consequences of Withdrawal If you withdraw from this contract, we must refund you all payments that we have received from you immediately and at the latest within fourteen days from the day on which we received notification of your withdrawal from this contract. We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this refund. We may refuse to refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier. You must return or hand over the goods to us immediately and in any event no later than fourteen days from the date on which you notify us of the withdrawal of this contract. The deadline is met if you send the goods before the expiry of the fourteen-day period. You bear the direct costs of returning the goods. You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking the condition, properties, and functioning of the goods. Sample Withdrawal Form (If you want to withdraw from the contract, please fill out this form and send it back.) To 2CP GmbH, Bremer Reihe 24, 20099 Hamburg I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the voucher described below: Ordered on Order number / Invoice number Name of the consumer(s) Address of the consumer(s) Signature of the consumer(s) (only if communicated on paper) Date __________ (*) Delete as appropriate. End of withdrawal policy and sample withdrawal form 5.4 In the event of withdrawal by the customer, the following applies: 2CP GmbH deactivates the voucher. If the voucher has already been paid before the withdrawal, 2CP GmbH will refund the purchase price to the customer.

6 Retention of Title

6.1 If the customer is a consumer, 2CP GmbH reserves the right of ownership of the purchased item until the full payment of the total price of the order. The corresponding security rights can be transferred to third parties. 6.2 If the customer is an entrepreneur who acts within the scope of his commercial activity or a public-law special fund or a legal entity under public law, 2CP GmbH reserves the right of ownership of the purchased item until all open claims from the business relationship with the customer have been settled. The corresponding security rights can be transferred to third parties.

7 Offset; Right of Retention in the Case of Invoice Purchase

7.1 The customer can only offset counterclaims that have been legally established or recognized by 2CP GmbH or are undisputed. 7.2 The customer is only entitled to a right of retention if and to the extent that the counterclaim results from the same contractual relationship.

8 Limitation of Liability, Exclusion of Withdrawal for Certain Breaches of Duty

8.1 2CP GmbH is liable in any case in the following cases: – under the Product Liability Act – for damages caused intentionally or through gross negligence – in case of fraudulent concealment of defects – for damages resulting from injury to life, body, or health – for damages resulting from the breach of a guarantee. 8.2 If a breach of material contractual obligations (so-called cardinal obligations) is based only on simple negligence, the liability of 2CP GmbH is limited to the replacement of the typically foreseeable damage. 8.3 Except for the cases mentioned in paragraphs 8.1 and 8.2, 2CP GmbH is not liable for damages caused by simple negligence. 8.4 If the liability of 2CP GmbH is excluded or limited in accordance with sections 8.1 to 8.3, this also applies to the liability of its vicarious agents and assistants.

9 Choice of Law, Place of Performance, Out-of-Court Dispute Resolution

9.1 Only the law of the Federal Republic of Germany applies. If the customer is a consumer with a habitual residence outside the Federal Republic of Germany, he can also invoke the law of the state in which he has his residence or habitual residence. 9.2 If the customer is an entrepreneur according to § 14 BGB, the exclusive place of performance for delivery and performance as well as payment is the registered office of 2CP GmbH. 9.3 The European Commission provides a platform for online dispute resolution (ODR), which you can find here: Platform of the EU Commission for online dispute resolution: www.ec.europa.eu/consumers/odr Consumers have the opportunity to use this platform to settle their disputes.

10 House Rules

By entering the premises of 2CP GmbH, customers and visitors acknowledge the validity of the following privately regulated house rules: Persons who are conspicuous by wearing fascist and/or dehumanizing emblems, brands, and/or by making fascist and/or dehumanizing statements will be expelled from the event premises and will receive an immediate ban! Blunt, shooting, or stabbing weapons are prohibited in the event premises. The making of photo, audio, video, or other media recordings for commercial use on the premises without the express prior consent of 2CP GmbH is not permitted. We also ask, in the interest of the gaming experience, for the surrender of image and sound recording devices, especially mobile phones, before the game starts. Animals are not allowed in the event premises for the safety of our customers and for their own protection. Visitors who – are obviously under the excessive influence of drugs or alcohol, – have suspicion of an infectious disease within the meaning of the Federal Infection Protection Act or the Infection Protection Act or similar safety-endangering diseases, may be denied access to the premises. 6. Marked escape routes and doors must not be blocked or altered in any way in their function. All escape routes must always be kept clear, escape doors may only be opened in case of emergency.