Arcane Mysteries
For the purchase, activation, and use of Arcane Mysteries browser-based, self-guided digital mystery experiences.
AM-TC-2026-07
Arcane Mysteries is a customer-facing brand operated by Prague Adventures s.r.o., IČO 26703190, DIČ CZ26703190, with registered office at náměstí 14. října 1307/2, Smíchov, 150 00 Praha 5, Czech Republic.
In these Terms, "Arcane Mysteries", "we", "us", and "our" mean Prague Adventures s.r.o. "You" means the purchaser and, where the context requires, a player using access supplied under that purchaser's order.
Order, gameplay, withdrawal, complaint, and privacy requests must be submitted through the protected Arcane Mysteries contact form. The form is the official customer-contact route and enables us to connect the request to the correct order without publishing a harvestable support address or telephone number.
These Terms govern the public website, checkout, payment handoff, order-recovery tools, sealed-order screen, team lobby, gameplay interface, scoring, hints, maps, support, and related digital functions supplied for an Arcane Mysteries purchase.
Your contract is made up of:
If those documents conflict, the more specific confirmed order information normally prevails over general website descriptions. A special corporate or organised-event proposal may supplement or replace the public team-ticket terms for that event.
Arcane Mysteries supplies browser-based, self-guided digital content and digital services designed to be used while players move through real city locations. An experience may include a story, clues, suspects, puzzles, maps, route instructions, location or proximity functions, team-lobby tools, hints, scoring, digital evidence, media, and a final accusation or conclusion.
We are not a guided-tour operator, travel agency, transport provider, public-space operator, or controller of third-party venues. Unless a separately confirmed event includes staff facilitation, no guide or host accompanies the team.
Estimated duration, distance, and difficulty are guidance, not guaranteed completion times. A team's pace, puzzle-solving style, route conditions, breaks, and local circumstances affect the actual experience.
The purchaser must be legally capable of entering the contract. Murder-mystery themes, city walking, and puzzle complexity may not be suitable for young children. Route pages may contain more specific age or supervision guidance.
Where a younger person participates, the purchaser or another responsible adult must assess suitability, supervise the participant, and remain responsible for safety, conduct, and device use. Nothing on the website replaces a parent's, guardian's, or group organiser's judgment.
Before placing an order, checkout shows the selected mystery, team-ticket configuration, included connected-player capacity, any optional connected-player additions, currency, and total amount. You must check the order details and provide a working email address or other requested delivery information.
You must acknowledge the Terms and confirm that you have read the Privacy Policy before proceeding to payment. Optional marketing consent is separate and is not required to purchase or play.
An order request is not final until payment is confirmed or, for an organised event, until the proposal or booking confirmation states that the booking is accepted. We may reject or cancel an unpaid, duplicate, fraudulent, technically invalid, or clearly erroneous order.
We store the document version identifiers accepted at checkout. The terms applying to a confirmed order are the versions incorporated into that order; later changes do not retrospectively rewrite the confirmed purchase.
The price and currency displayed in the final checkout summary apply to that order. Prices, promotions, bundles, and included capacity may differ between cities and may change for future orders without requiring an amendment to these general Terms.
Consumer prices include VAT where applicable unless the checkout clearly states otherwise. The final total is displayed before the customer proceeds to the payment provider.
Public online payments are processed through Comgate Payments, a.s. Available payment methods and card brands are shown by the secure payment flow. We receive payment status, transaction references, and settlement information needed to fulfil and account for the order, but we do not receive or store full card details.
We may issue a bespoke proposal, invoice, or secure payment link. The link may use GP webpay or another payment service identified in the proposal or payment page. Accepted card brands may include American Express where that payment channel is enabled. Event-specific cancellation, staffing, timing, and tax terms are stated in the written proposal or confirmation.
A payment-provider outage or declined payment does not create playable access. Contact us through the protected form if payment appears successful but the order is not confirmed.
After payment confirmation, we create or confirm the order record and provide access to the sealed-order screen. The purchaser receives an order reference and a return route by email or another durable communication channel.
Payment confirmation and digital activation are separate events. A paid order may remain sealed so the purchaser can activate the experience later, subject to the access period and any product-specific restrictions shown at purchase.
Keep the order reference, return link, and team-access information secure. Anyone who receives a valid secret-bearing link or team code may be able to access part of the purchased package.
Playable digital supply begins only when the purchaser deliberately activates the paid order through Break the Seal. Before that activation, an EU consumer generally has a 14-day withdrawal period for a distance contract, subject to statutory rules and exceptions.
By breaking the seal, the purchaser expressly requests Arcane Mysteries to begin supplying the purchased digital mystery immediately and agrees that the withdrawal right for that digital supply ends to the extent permitted by applicable law.
This does not remove consumer rights if the digital content or digital service is faulty, not supplied, insecure, or does not conform to the contract.
When activation is completed, we record evidence linked to the order, including the activation time and the version of the displayed seal notice. We also retain the Terms and Privacy version identifiers accepted at checkout. A confirmation of the activation and acknowledgement is sent or made available on a durable medium.
If the purchaser is not ready, the order can remain sealed. The return link should be saved securely.
An EU consumer generally has a 14-day withdrawal period for a distance contract, subject to statutory exceptions. Before digital supply begins, a withdrawal request may be submitted through the protected contact form using the order number and purchase details.
When the purchaser deliberately requests immediate digital supply and acknowledges the consequence through the Break the Seal action, the statutory withdrawal right for that digital supply ends to the extent permitted by applicable law.
The end of the withdrawal right is not the same as the loss of all consumer protection. Rights relating to non-supply, defects, security, conformity, and other mandatory remedies remain available.
Any voluntary exchange, extension, goodwill credit, or rescheduling arrangement beyond mandatory rights is offered only where confirmed by us in writing. Product pages or promotions may contain more favourable conditions for a specific offer.
A public purchase is a team ticket for the selected mystery, not an unlimited licence and not a separate ticket for every person walking with the group. The selected product page and checkout state the included number of connected players and any optional connected-player additions.
One connected player may act as Captain and control submissions or progression. Connected Teammates can follow the shared case on supported devices. People may be able to accompany the group without connecting a separate device, subject to route conditions and the selected product description.
Access may normally be paused and resumed during the access period shown for the purchased mystery. Progress recovery depends on the order, team code, device state, and available server records. We may request verification before restoring or transferring access.
Codes and access links are limited to the purchased team. They may not be sold, publicly posted, used by separate teams, duplicated for parallel play, transferred as a commercial product, or used for an unapproved organised event.
Expired, revoked, refunded, fraud-linked, or materially misused access may be disabled. We will not use suspension to remove mandatory consumer remedies.
Routes take place in changing urban environments. Streets, parks, bridges, monuments, businesses, public transport, construction works, and venue access can change without our control.
Do not enter private, restricted, unsafe, or closed areas. Obey traffic rules, signs, venue instructions, and local law. The route should be completed only where the team can do so safely.
Accessibility varies by mystery and city. Historic centres may include cobblestones, stairs, gradients, crowds, limited seating, or uneven surfaces. The route page provides available route-specific guidance, but conditions can change after publication. Contact us before purchase where a specific access requirement is essential.
Weather, closures, or personal travel changes do not automatically entitle a customer to a refund after activation, but they may justify pausing, route support, or another solution depending on the product and circumstances.
You need a compatible smartphone, a current supported browser, sufficient battery, and a reliable internet connection. Mobile-data charges and device costs are your responsibility.
Some routes use browser location permission for navigation, proximity, or arrival detection. A route may also provide a manual or support-assisted alternative. The Privacy Policy explains how location and progress information are handled.
Third-party networks, operating systems, browsers, maps, and devices may behave differently. Bring a power bank where possible. If a device fails, use the order-recovery route or contact support rather than purchasing again.
We are responsible for supplying digital content and services that conform to the contract and for the mandatory remedies required by applicable law.
If access is not supplied or a material service fault prevents normal use, submit the order number, affected route, device/browser information, and a description or screenshot through the protected contact form.
Depending on the circumstances and applicable law, the remedy may include:
We may first take reasonable diagnostic steps. A temporary issue that is promptly corrected does not automatically justify termination, while a serious or unresolved lack of conformity may do so under consumer law.
Players must act safely, lawfully, and respectfully. You must not:
We may take proportionate steps to protect customers, the platform, and our intellectual property, including limiting or suspending access associated with serious misuse.
Stories, characters, clues, puzzle structures, images, audio, video, maps, software, interfaces, designs, trademarks, and other Arcane Mysteries materials are owned by us or used under licence.
The purchase grants the team a limited, personal, non-exclusive, and non-transferable right to use the purchased experience as intended during the applicable access period. No ownership rights are transferred.
Incidental personal photos taken while playing are permitted, provided they respect privacy, property, and venue rules and do not reproduce substantial protected content or publish solutions that undermine the experience.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including mandatory consumer rights and liability where exclusion is prohibited by law.
Subject to that rule, we are not responsible for loss caused by:
For business customers and organised events, any additional allocation of risk appears in the proposal or event agreement. Consumer claims remain subject to mandatory law.
We may update the website, interface, route instructions, puzzles, security, maps, technical architecture, or support process to maintain, secure, or improve the service.
We may also change future prices, promotions, included capacity, and payment options without amending these general Terms. A confirmed order keeps the commercial terms shown when that order was placed.
If a material modification negatively affects an activated consumer purchase beyond what the law permits, the applicable digital-content remedies remain available. If a route becomes unusable, we may provide a revised route, substitute experience, extension, price reduction, or refund as appropriate.
Please submit a complaint through the protected contact form and include the order number, the outcome requested, and relevant evidence. We will investigate and respond through the contact details associated with the request.
Consumers may also use the Czech Trade Inspection Authority's out-of-court consumer dispute resolution procedure where it has jurisdiction. The official information and online submission route are available from the Czech Trade Inspection Authority.
The former EU Online Dispute Resolution platform should not be used as the primary complaint route.
Czech law governs the contract, without depriving a consumer of mandatory protections applicable in the consumer's country of residence.
The English version is the controlling version unless a translated version expressly states otherwise. Customer-facing translations should accurately reflect the controlling text.
If part of these Terms is invalid or unenforceable, the remainder continues to apply. A delay in enforcing a right is not a waiver. We may transfer the contract as part of a lawful business reorganisation, provided this does not reduce mandatory customer rights.
Changes to these Terms apply prospectively. The version incorporated into a confirmed order remains available in the order record or legal archive.
Use our protected contact form with your order number and purchase details. It is the quickest way for us to locate the right order and team.