Terms & conditions
Last updated: 30 September 2026
These terms govern the booking and purchase of places for Malaga Secret Experiences experiences, a trade name of Pixelatto Games, S.L. (Tax ID B93331841, C/ Graham Bell 6, 29590 Málaga, Spain, info@pixelatto.com). By booking, you confirm that you are of legal age and that you have read and accepted them.
How to book Choose the experience, date and number of places on the website, and pay online by card through Stripe’s secure payment page. Your place is confirmed as soon as the payment is completed. We will email you a booking confirmation and, before the event, the exact location. Exceptionally, we may accept bookings by request or by direct message on Instagram. In that case, your place is only confirmed once we receive the payment and confirm it to you in writing. Places are limited and allocated in order of payment.
Price and payment Prices are per person, in euros, VAT included, and cover what is described on each experience’s page. Payment is made by card through Stripe. We do not store your card details. If you need an invoice, email info@pixelatto.com.
Cancellation and date changes by you Up to 72 hours before the start of the experience you can: cancel your booking for a 100% refund of the experience price, minus the payment processing fee charged by Stripe, which Stripe does not return to us (usually between 1.5% and 3.25% of the amount plus €0.25, depending on the card), or ask to change the date free of charge, subject to availability. Less than 72 hours before the start, the booking is non-refundable and the date cannot be changed. The same applies if you do not show up or arrive after the experience has ended. To cancel or change the date, email info@pixelatto.com or reply to your confirmation email. The date and time we receive your message is what counts. Refunds are made to the original payment method within 14 calendar days. How long it takes to reach your account depends on your bank.
Right of withdrawal As this is a leisure service on a specific date, the 14-day right of withdrawal does not apply (article 103.l of Spanish Royal Legislative Decree 1/2007, General Law for the Protection of Consumers and Users). The cancellation policy in section 3 applies instead.
Cancellation or changes by us We may cancel an experience: if the minimum number of participants is not reached, giving you at least 48 hours’ notice; or at any time, for reasons beyond our control: bad weather, illness or unforeseen circumstances affecting our team or artists, unavailability of the venue, orders from the authorities or other force majeure events. In any of these cases you get a 100% refund, however much notice we give. If you prefer, you can choose another date instead of the refund. We do not cover other expenses you may have incurred (travel, accommodation, etc.), unless the cancellation is due to our wilful misconduct or gross negligence. We may make minor changes that do not alter the essence of the experience (for example, replacing an artist with one of similar standing or adjusting the schedule). If a change is significant, we will let you know and you may cancel for a full refund.
Participants Recommended age: 14 and over. We recommend that minors come with their parent or guardian, who is responsible for them during the experience. Alcoholic drinks will not be served to anyone under 18. We may ask for proof of age. If you have allergies, intolerances or anything we should know about (mobility, health, pregnancy…), please tell us when you book. If the experience includes physical activity such as dancing, take part within your own abilities. We may refuse entry to, or ask to leave without a refund, anyone who is drunk, behaves disrespectfully or puts the safety or enjoyment of the group at risk. You are responsible for your personal belongings.
Photos and videos During some experiences we may take photos or videos for our website and social media. We will always ask for your consent first. If you do not give it, we will keep you out of shot or blur you. You can withdraw your consent at any time by emailing info@pixelatto.com.
Liability and insurance We hold civil liability insurance for our activities. We are not liable for damage caused by failure to follow the team’s instructions or by the behaviour of other attendees.
Complaints You can send any complaint to info@pixelatto.com. We will reply as soon as possible and within 30 days at most. Official complaint forms of the Regional Government of Andalusia (hojas de quejas y reclamaciones) are available to you. You can ask for them during the experience or by email. We are not part of any alternative dispute resolution scheme. You can still contact the Málaga Municipal Consumer Information Office (OMIC) or the Andalusian Consumer Arbitration Board.
Governing law and language These terms are governed by Spanish law. If you are a consumer, any dispute will be settled by the courts of your place of residence. The terms are available in Spanish and English; in case of discrepancy, the Spanish version prevails.