Terms and Conditions

All tickets purchased for our immersive theatre experiences are final and non-refundable, except where explicitly stated otherwise by our box office. Tickets are valid only for the specific date and time indicated at the time of booking.

• Please arrive at least 15 minutes prior to the scheduled start time.
• Late arrivals may be denied entry to preserve the immersive nature of the performance for other guests. In such cases, no refunds will be issued.
• Tickets may be transferred to another individual up to 48 hours before the event by contacting our support team in writing.

As a participant in our interactive environments, you are part of the story. However, to ensure the safety of our cast, crew, and other guests, strict codes of conduct apply throughout the duration of the event.

Physical contact with the actors, aggressive behavior, or intentional disruption of the performance is strictly prohibited. Our staff reserves the right to immediately remove any individual from the premises without a refund if they violate these safety guidelines or appear to be under the influence of illicit substances.

Due to the live and dynamic nature of interactive theatre, scenes, cast members, and specific storylines may vary from night to night. We reserve the right to alter the performance format, substitute cast members, or modify the sequence of events without prior notice.

In the rare event that a performance must be canceled by us due to unforeseen circumstances, ticket holders will be offered a choice between a full refund or a rescheduled date of equal value.

Participation in the mystery experience is at your own risk. The Velvet Clue is not liable for any personal belongings lost, stolen, or damaged during the event. Guests are advised to leave large bags and valuable items at home.

If you have any questions regarding these terms, your booking, or specific accessibility requirements, please reach out to our team using the contact details below:

• Email: hello@thevelvetclue.de
• Phone: +49 941 5807 240
• Address: Maximilianstraße 18, Regensburg, Bavaria 93047, Germany