Terms and Conditions

Art. 1. These Terms and Conditions are intended to regulate the relations between VRooms - “Idealist” EOOD, hereinafter referred to for short as the Provider, and the users, hereinafter referred to as Users (Organizer, Participants), of the services provided by the Provider, hereinafter referred to as the Service (VR experience).

Art. 2. Information pursuant to the Electronic Commerce Act and the Consumer Protection Act:

• Name of the Provider: “Idealist” EOOD
• Registered office and management address: Sofia, 67 Zlatovrah St.
• Business activity address: Sofia, 195 Knyaz Boris I St.
• Correspondence details: Email: info@vrooms.bg, telephone: 0878 141 333, address: Sofia, 195 Knyaz Boris I St.

Supervisory authorities

(1) Commission for Personal Data Protection Address: Sofia, 15 Ivan Evstatiev Geshov Blvd., tel.: (02) 940 20 46 Email: kzld@government.bg, kzld@cpdp.bg Website: www.cpdp.bg

(2) Consumer Protection Commission Address: 1000 Sofia, 1 Vrabcha St., floors 3 - 5, tel.: 02 9330565 hotline: 0700 111 22 Website: www.kzp.bg

Art. 3. The Service provided by the Provider to the User constitutes an information society service within the meaning of the Electronic Commerce Act. The main characteristics of the Service are as follows:

• Booking a time for an entertainment virtual reality game
• Receiving information about available game times
• Booking a team building
• Booking a birthday
• Booking a bachelor party
• Purchasing a gift voucher
• Receiving information about the price of the service

Art. 4. The Provider provides, and the Users use, the Service in accordance with the parameters announced on the Provider’s website.

Art. 5. (1) The Provider provides the Service for remuneration payable by the User according to the number of participants selected by the User, where the Service is provided for a fee.

(2) Information about the different parameters of the Service is available on the Provider’s website.

Art. 6. (1) The User pays the price of the Service according to the prices published by the Provider on its website, where the Service is provided for a fee.

(2) The Provider confirms receipt of the payment by email to the email address provided by the User.

Art. 7 (1) These Terms and Conditions apply to the services offered on the Provider’s website.

(2) By completing a booking request and customer details and pressing buttons such as “Yes, I accept”, or making another statement signifying consent, the User declares that they have read these Terms and Conditions, agree with their content and undertake to comply with them.

(3) The Provider confirms the booking or purchase made by the User by sending an email to the email address specified by the User. Following the booking or purchase, contractual relations arise between the User and the Provider.

(4) When making a booking (purchase), the User undertakes to provide true and up-to-date data.

Art. 8. (1) The Users primarily use the interface of the Provider’s website to make electronic statements in their relations with each other.

(2) The contract is concluded in Bulgarian or English.

(3) The contract between the Provider and the User consists of these Terms and Conditions, available at https://vrooms.bg, together with all amendments and additions thereto.

(4) The party to the contract with the Provider is the User of the Service according to the data provided when the User made the booking.

(6) This contract is considered concluded from the moment the User completes a booking with the Provider. Where the Service is requested for use after the booking is made, the contract for its use is considered concluded from the moment it is requested by the User through the Provider’s website.

(7) For the conclusion of a contract for use of the Service, the Provider notifies the User at the email address provided when making the booking.

Art. 9. (1) The User has the right to use the Service in good faith and for its intended purpose.

(2) The User undertakes not to use the Service in violation of applicable legislation.

Art. 10. The User independently provides the equipment for access to the Service and its management.

Art. 11. (1) In order to improve the quality of the Service, perform maintenance, remedy faults and carry out other related activities, the Provider has the right to temporarily restrict or suspend provision of the service.

(2) In the cases under paragraph 1, the Provider is obliged to restore provision of the service in a timely manner after the circumstance that caused the suspension ceases to exist.

Art. 12. (1) The Provider takes measures to protect the User’s personal data in accordance with the Personal Data Protection Act.

(2) For reasons relating to the security of Users’ personal data, the Provider will send the data only to an email address that was specified by the Users at the time of registration.

(3) The Provider adopts and publishes on its website a Personal Data Protection Policy, available at https://vrooms.bg. The User agrees to the Provider’s Personal Data Protection Policy.

(4) The recipient agrees that the Provider has the right to process their personal data.

Art. 13. (1) These Terms and Conditions may be amended by the Provider.

(2) The Provider and the User agree that any addition or amendment to these Terms and Conditions will take effect with respect to the User after the terms on this website are updated and if the User does not state within 14 days that they reject them.

(3) The User agrees that all statements by the Provider in connection with amendment of these Terms and Conditions will be sent to the email address specified by the User when registering to use the Service. The User of the Service agrees that emails sent under this article do not need to be signed with an electronic signature in order to have effect with respect to the User.

(4) Users accept the new Terms and Conditions from the moment they are changed, without express notification of the change, or have the right to refuse to use the Service.

Art. 14. The contract for provision of the Service is terminated:

• After the Service has been provided by the Provider and used by the User;
• Upon termination and declaration of liquidation or declaration of insolvency of one of the parties to the contract;
• By mutual written agreement of the parties;
• Unilaterally with notice from either party in the event of non-performance of the obligations of the other party;
• In the event of objective impossibility for either party to the contract to perform its obligation;
• In the event of seizure or sealing of the equipment by state authorities;.

Art. 15. The Provider has the right, at its discretion and without giving notice, to terminate the contract unilaterally if it establishes that the services provided are used in violation of these Terms and Conditions, the legislation of the Republic of Bulgaria and generally accepted moral norms.

Art. 16. The Customer may pay for the Provider’s service in one of the following ways: bank transfer, cash payment on site, payment through a virtual POS terminal (bank card).

Art. 17. Each customer may change the date of an order for a service no later than 48 hours before the scheduled visit time.

Art. 18. If an order is cancelled up to 48 hours before provision of the service, where payment was made by bank card, the Provider refunds the amounts paid by ordering a reverse transaction to the card used for the payment within 3 business days.

Art. 19. If the User cancels the service less than 48 hours before the agreed date for provision of the service, the User owes a penalty of EUR 20.00.

Art. 20. For matters not regulated in this contract relating to the performance and interpretation of this contract, the laws of the Republic of Bulgaria apply.

Art. 21. All disputes between the parties under this contract will be resolved by the competent court or the Consumer Protection Commission.

Art. 22. These Terms and Conditions enter into force for all Users in September 2026.

Art. 23. The possible invalidity of any provision of these Terms and Conditions will not result in the invalidity of the entire contract.

Booking a VR experience or purchasing a gift voucher for a VR experience means that you are familiar with these Terms and Conditions and accept them. To make a booking or order through our website, you must expressly confirm your agreement with all clauses of this document by ticking the relevant box when completing your request.

Conditions for participation in virtual reality experiences

This document regulates the Terms and Conditions of VRooms (Idealist EOOD), UIC: 207479832, with registered office and management address in Sofia, 67 Zlatovrah St., service provision address: 195 Knyaz Boris I St. (“Provider”).

The games are held in specially designated halls and in accordance with the established rules for participants.

Every participant in the VR experiences is obliged to comply with these Terms and Conditions in the interest of general safety during their conduct.

The Organizer is not responsible for incidents that may occur during the VR experiences when they are due to negligence on the part of participants and failure to comply with the virtual boundaries and the operators’ instructions.

Participation requirements and restrictions

Adults and children over the age of 10 may participate in the VR experiences.

The Provider also makes an exception for children who have reached the age of 8, only if the Provider is expressly informed and an adult (parent, guardian or responsible person) remains in the hall.

Pregnant women, people with epilepsy and people with cardiovascular problems and hypertension may not participate, nor may people under the influence of alcohol and/or drugs.

If during the game a participant cannot or does not wish to continue due to health or other reasons, they must inform the operator and stop participating. The Provider does not owe refunds for participants who discontinue a VR experience.

Use of technology and equipment

Participants in VR experiences are obliged to use the technology and equipment with care and attention, following the operators’ instructions. The Provider reserves the right to claim compensation in the event of damage.

The following are strictly prohibited in the premises where VR experiences take place:

• Bringing in items that may cause harm to participants or property.
• Bringing in and consuming alcoholic beverages and narcotic substances.
• Participation by persons who have consumed alcohol or psychotropic substances.
• Photographing the monitors during the game.
• Participation by persons with a low level of personal hygiene.
• Participation by persons who show aggression towards staff or other participants.

If a participant or accompanying person does not comply with the rules here, the Provider’s employee on duty reserves the right to remove them from the experience and require them to leave, without the Provider owing compensation.

Confidentiality and intellectual property

Any information about the VR escape rooms is a trade secret that may not be disclosed.

Activities that may harm the Provider’s business are prohibited.

Booking changes, cancellations and sanctions

If a group of participants cannot participate for objective reasons, it must notify the Provider up to 48 hours before the game time in order to reschedule the booking for a new day and time without penalty. Cancellations and requests for changes later than 48 hours before the game time are accepted at the Provider’s discretion.

If a group is more than 15 minutes late after the agreed start time and the Provider has not been informed, the Provider reserves the right not to admit the late participants to the VR experience.

If a group does not show up, the Provider does not owe a refund of the deposit or a new day and time for the booking.

If a different number of participants arrives compared with the number stated for the experience:

• If there are fewer participants and the Provider has not been informed, the Provider does not owe compensation to the User;
• If there are more participants, the User must pay the difference up to the actual number of participants in the VR experience.

Participation in VR experiences without written consent in the form of a declaration from each adult participant individually and from a parent/guardian/responsible person for children and persons under 18 years of age is prohibited.

The Organizer reserves the right to change the Terms and Conditions at any time.

This policy regulates the conditions for payment, prepayment, refunds and cancellation of bookings at VRooms. We ask all customers to inform themselves before making a booking.

All prices on the website are in euros.

I. Bookings for VR experiences

1. Method of payment

To confirm bookings through the website, the following is required:

• A. prepayment of EUR 20 (regardless of the number of visitors);
• B. or full payment of the booking value, unless otherwise agreed with the customer in advance.

The customer making the booking has the right to choose whether to prepay a EUR 20 deposit or the full value of the booking. Payments through the website are made via VPOS (virtual POS terminal) through the secure Stripe payment system.

If the customer has chosen to prepay a deposit, the balance of the booking is paid on site during the visit. The balance on site may be paid in cash or by bank card at a POS terminal.

II. Bookings for events (birthdays, team buildings, corporate events, school groups, etc.)

1. Prepayment

For a birthday booking, a prepayment of EUR 50 is required within 3 days after the booking. The prepayment may be made by bank transfer, by card through VPOS or by card or cash on site in the hall.

The booking is considered finally confirmed after the deposit has been received in the Provider’s account.

For bookings for team building, an event, a group visit, etc., the payment terms are agreed with the Provider.

2. Refund of an event deposit

The deposit may be refunded when cancellation is made no later than 10 calendar days before the date of the event. If cancellation is made after this deadline, the deposit is non-refundable.

3. Change of event date

The date may be changed only once, and the Provider must be notified no later than 7 days before the event. The change is made only subject to availability in the Provider’s schedule.

4. Number of participants

For events (birthdays, team buildings, organized groups), the Provider charges according to the latest number of participants submitted by the Organizer. Corrections to the number (decrease or increase) are accepted up to 2 days before the event.

V. No-show

In the event of a no-show without prior notice, the booking is considered cancelled and the Provider does not owe a refund of any prepayment or rescheduling of the time.

VI. General terms

The Provider reserves the right:

• To refuse a booking or participation in a VR experience if a participant does not comply with the conditions described here.
• To update this policy when necessary

Vouchers for VR experiences have a specified validity period stated on the website and on the voucher.

Advance booking for a specific date and time is a necessary condition for using each voucher.

Participation in a VR experience is subject to a minimum age requirement (10 years) and health condition requirements.

Conclusion of a distance sales contract

When purchasing a gift voucher, each user may choose the voucher design, number of participants, personalization, etc.

Each gift voucher has a validity period and an individual code with which the recipient can independently book a day and time to use the voucher within its validity period.

The process of purchasing a gift voucher for a VR experience includes the following steps:

• Selection of number of participants
• preferred voucher design (where variants are available)
• delivery method (electronic or physical format)
• personalized message to the recipient (optional)
• Review of the order in the cart, including: details of the selected voucher; total order value; applicable discounts or promotional codes; physical delivery fee (if applicable and if such an option has been selected)
• Entering delivery information: for electronic delivery: email; for physical delivery: delivery address or selection of courier office; contact details
• Issuing an accounting document (optional): for an individual: name, personal identification number (EGN), address; for a legal entity: company details, UIC, registered office, legal representative
• Selection of payment method: bank transfer; card payment (virtual POS terminal); cash on delivery for paper vouchers
• Finalizing the order: review of the information entered; confirmation of agreement with the Terms and Conditions and Privacy Policy; completion of the order via the “Complete order” button

(3) After successful completion of the order, the platform automatically generates:

• a confirmation email with order details
• a unique tracking number
• an electronic voucher (when electronic delivery is selected and successful payment is registered)

(4) The distance contract is considered concluded after completion of the order and registration of payment for it.

Delivery and timeframes

We offer the following voucher delivery options:

• Courier delivery of a physical voucher in a free cardboard sleeve within 1 business day
• Online voucher by email immediately
• Collection on site from the VRooms office – Sofia, 195 Knyaz Boris I St. (on a day and time agreed in advance)

Courier (we work with Econt and Speedy)

• Delivery to an address, office or locker is paid by the customer
• We only make deliveries within Bulgaria
• Deliveries are processed every business day until 16:00 and are received on the next business day.
• Please specify in a comment if you want delivery on a non-working day (Saturday or a holiday)
• Deliveries are made without an exact-time option.
• If delivery details are incomplete, the customer receives a notice from the Provider that a correction is required. The Provider is not responsible for delivery details incorrectly completed by the customer.

Electronic voucher

It is sent by email 24/7 after a successful card transaction or after receipt of the bank transfer. If you pay by bank transfer and the order is urgent, please send the payment order to info@vrooms.bg

From VRooms

On business days from 12:30 to 21:30 at: Sofia, 195 Knyaz Boris I St. (on a day and time agreed in advance).

When receiving a physical voucher, the recipient undertakes to:

• Check the integrity of the gift packaging
• Make sure that the personalized message is correct (if any)
• Check the voucher validity period

After acceptance of the shipment, the voucher is considered delivered in proper condition and defects may no longer be claimed.

Conditions for withdrawal and refunds when purchasing a gift voucher

Every customer has a statutory right to withdraw from a purchased experience voucher within 14 calendar days from the date of purchase. This right may be exercised only if the voucher has not been used.

For the right of withdrawal to be validly exercised, the customer must send a request to info@vrooms.bg, mandatorily stating the order number and date, the reason for withdrawal and the preferred refund method.

A right of withdrawal exercised by telephone call, correspondence through social networks, Viber or WhatsApp is not accepted as valid.

Where withdrawal from the purchase of a voucher is approved, the amount paid is refunded using the original payment method, or to a bank account provided by the customer who made the order, within 14 days from approval of the withdrawal, with the costs incurred for delivery and packaging of a physical voucher, if any, deducted from it. The amount is refunded only to the person who made the original payment.

The following specific conditions apply to refunds: for bank card payments, the amount is refunded directly to the card used for the purchase; for payment by bank transfer, the amount is returned to a bank account specified by the customer; and for cash-on-delivery payments, the amount is refunded only to a bank account specified by the Buyer (and not the Voucher recipient).

These Terms and Conditions regulate the relations between the Provider and all website visitors and Customers in accordance with Bulgarian legislation.

In the event of disputes, the parties seek voluntary settlement through negotiations and mutual compromises. If an out-of-court settlement is not reached, disputes concerning the interpretation, validity or performance of these terms are referred for resolution to the competent Bulgarian court.

The parties undertake to protect each other’s interests and not to disclose confidential information that becomes known to them when using the website and during VR experiences.

The confidentiality obligation covers any commercial, technical or financial information, including correspondence upon or in connection with conclusion of the contract through the platform.

In the event of a conflict between clauses of these Terms and Conditions and individually agreed terms between the Provider and a specific User, the individual arrangements prevail.

Transfer of rights and obligations under these terms to third parties without the prior written consent of the other party is prohibited, except in expressly provided cases. Any transfer in breach of the preceding sentence will have no effect with respect to the other party.

If an individual clause of these terms is declared invalid, the remaining clauses remain in effect.