Allgemeine Geschäftsbedingungen
These General Terms and Conditions (hereinafter: "GTC") set out the contractual terms applicable to the services and digital products available through the website citadellaexperience.hu (hereinafter: "Website") operated by City Memories Management Korlátolt Felelősségű Társaság (hereinafter: "Service Provider"). By making a reservation, purchasing a ticket or placing any other order through the Website, the User (hereinafter: "Buyer") accepts and acknowledges the provisions of these GTC as binding upon them.
1. Details of the Service Provider
Name: City Memories Management Korlátolt Felelősségű Társaság
Registered office: 1024 Budapest, Margit körút 5. Building A, Floor 3, No. 1.
Company registration number: 01-09-285923
Tax number: 25417269-2-41
Representative: Moss Gréta Orsolya, Managing Director
2. Products and Services Available on the Website
2.1 The Website offers digital products and services related to the hospitality and event organisation activities of the Service Provider. These include in particular:
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Gift vouchers redeemable for a specified value at the hospitality venue operated by the Service Provider;
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Event or admission tickets entitling the holder to use services at a specified date and event;
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Prepaid hospitality or event services (e.g. set menus, beverages) and digital entitlements associated with advance payments;
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Table or event reservations confirmed by online payment or advance deposit;
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Newsletter subscription as an optional additional feature.
2.2 The Service Provider does not currently sell physical products through the Website. Digital products are issued electronically and delivered by e-mail or through the booking system.
2.3 The Service Provider reserves the right to modify the range of products displayed on the Website at any time, to introduce new services and to withdraw existing services.
3. Formation of the Contract
3.1 Ordering method. The Buyer may place an order through the interface available on the Website, through the SevenRooms system, by e-mail, or in person pursuant to a separate agreement. In the case of telephone enquiries, the Service Provider provides information only; the finalisation of the contract takes place in writing (by e-mail or through the online system).
3.2 Registration. Creation of a user account is not mandatory for the use of the booking system; however, access to certain features (e.g. loyalty programme) requires the provision of a profile (name, e-mail address, telephone number, booking or invoicing details, and optionally dietary information). The processing of personal data is governed by a separate Data Protection Notice.
3.3 The offer and conclusion of the contract. The services and prices listed on the Website do not constitute a direct offer; they constitute an invitation to treat. The Buyer makes an offer to conclude the contract by placing an order. Before placing the order, the Buyer declares, by clicking the button labelled “Order” or with similar wording, that they are making an offer that entails a payment obligation. The Service Provider shall send an electronic acknowledgement of receipt of the order without undue delay and in any event within 48 hours; the acknowledgement shall contain the essential terms of the contract. If the acknowledgement is not received within 48 hours, the Buyer shall be released from the binding nature of their offer. The contract is formed upon the acknowledgement e-mail sent by the Service Provider becoming accessible to the Buyer.
3.4 Nature of the contract. The contract concluded between the Buyer and the Service Provider is a contract concluded by electronic means, which the Service Provider archives in electronic form. The language of the contract is Hungarian. The contract concluded between the Buyer and the Service Provider is a contract concluded by electronic means, which the Service Provider archives in electronic form; Hungarian law governs the conclusion of the contract.
3.5 Individual agreement. For larger-scale or special event bookings, the Service Provider shall send an individual offer and contract. In such cases, the provisions of the individual contract shall govern matters not regulated by the GTC.
4. Prices and Payment Terms
4.1 Prices. The prices shown on the Website are gross prices inclusive of value added tax (VAT). Prices are stated in Hungarian forints (HUF). The Service Provider reserves the right to modify prices. A modification takes effect upon its publication on the Website; however, following the formation of the contract, the Service Provider is not entitled to unilaterally modify the price.
4.2 Delivery and packaging costs. In the absence of physical delivery, no delivery or packaging costs are incurred.
4.3 Payment methods. The Buyer may choose from the following payment methods:
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Online payment by bank card through the Stripe payment service provider;
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Advance bank transfer to the Service Provider's bank account within the deadline specified in the acknowledgement (in particular for corporate or large-scale events);
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Cash or bank card payment on-site at the time of performance, only in exceptional cases where the reservation does not require an advance deposit.
4.4 Advance deposit and instalment payments. For larger-scale reservations or events, the Service Provider may require an advance deposit. The amount of the deposit and the payment deadline shall be set out in the acknowledgement or the individual contract. Instalment payments are generally not available unless the parties agree otherwise.
4.5 Invoicing. The Service Provider shall issue an e-invoice to the Buyer. A paper-based invoice may be issued upon separate request, provided that the process allows for this. The invoice shall be issued on the basis of the invoicing details provided.
5. Conditions of Performance
5.1 Digital products. In the case of gift vouchers, electronic tickets and booking codes, performance shall take place without undue delay after receipt of payment, by electronic means. The Service Provider shall send the purchased product by e-mail or make it available through the online booking system (QR code, voucher). The Buyer is obliged to verify the accuracy of the e-mail address provided. The Service Provider accepts no liability for the non-delivery of electronic correspondence caused by a reason within the Buyer's sphere of interest (e.g. incorrect e-mail address, full inbox, spam filter).
5.2 Reservations and events. In the case of a table or event reservation, the service shall be performed at the time specified in the acknowledgement at the hospitality venue operated by the Service Provider. The date and number of persons for the reservation shall be confirmed in the acknowledgement. The Buyer is obliged to be present at the time of the reservation; in the event of a delay or change in the number of persons, the Service Provider reserves the right to modify or cancel the reservation.
5.3 Place of performance. In the case of digital products, performance takes place electronically. The place of performance for on-site services is the Citadella Experience hospitality and event venue (Budapest, Gellért Hill) or the venue specified in the individual offer. No foreign delivery is available.
5.4 Force majeure. The Service Provider shall be released from the consequences of a breach of contract in the event of an unavoidable external cause that renders the performance of the contract impossible (e.g. regulatory prohibition, natural disaster, pandemic restriction). In such cases, the Service Provider shall notify the Buyer without undue delay and shall endeavour to reach an agreement between the parties (e.g. rescheduling, refund).
6. Right of Withdrawal
6.1 General rules. A Buyer who qualifies as a consumer is entitled, pursuant to Section 20 of Government Decree 45/2014 (II. 26.), to withdraw from the contract within 14 days of its conclusion without giving reasons. In the case of products, the withdrawal period commences from the date of receipt of the product; in the case of services, from the date of conclusion of the contract. The Buyer may exercise the right of withdrawal during the period between the date of conclusion of the contract and the commencement of performance.
6.2 Absence of right of withdrawal and exceptions. Pursuant to Section 29(1) of the Decree, the consumer shall not be entitled to the right of withdrawal in respect of, inter alia, services for which a specific performance deadline has been agreed in the contract. These include in particular accommodation, transport, car rental, catering or leisure services, as well as concert tickets, airline tickets, hotel rooms and catering services for a specified date. The reservations and time-specific hospitality and event services offered on the Website fall under this exception; accordingly, the Buyer is not entitled to the 14-day right of withdrawal in respect of such services. These include in particular event tickets, concert tickets and hospitality and event services for a specified date.
6.3 Digital content and loss of the right of withdrawal. In the case of digital content not supplied on a tangible medium (e.g. electronic voucher, ticket), where performance commences with the consumer's express prior consent and the consumer simultaneously acknowledges that they thereby forfeit their right of withdrawal.
6.4 Exercise of the right of withdrawal. Where the Buyer is entitled to the right of withdrawal, it may be exercised by means of an unequivocal declaration sent to the e-mail address
6.5 Refund. In the event of withdrawal, the Service Provider shall refund the amount paid by the Buyer no later than 14 days from the receipt of the withdrawal declaration, using the same payment method as the original payment. The Service Provider may withhold the refund until the digital product has been invalidated or the entitlement has been revoked. In the absence of a physical product, no return shipping costs are incurred.
7. Implied Warranty, Product Warranty and Guarantee
7.1 Implied warranty. The Service Provider is liable for the faultless performance of the ordered services. Defective performance shall include in particular the case where a digital voucher, ticket or booking code does not work or cannot be redeemed, or where the service is not performed at the confirmed time. In the event of defective performance, the Buyer may request the rectification or re-performance of the service, which the Service Provider shall provide as its primary remedy. If rectification or re-performance is not possible, the Buyer shall be entitled to a price reduction or a refund of the purchase price.
7.2 Product warranty. The Website primarily offers services and digital products; accordingly, classic product warranty obligations do not arise.
7.3 Guarantee. The Service Provider does not sell durable consumer goods subject to a mandatory statutory guarantee; accordingly, no guarantee obligation exists. The Service Provider does not provide a voluntary guarantee in respect of digital products.
8. Complaint Handling and Legal Remedies
8.1 Submission of complaints. The Buyer may submit complaints or quality objections regarding the use of the service through the following contact details:
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E-mail:
Diese E-Mail-Adresse ist vor Spambots geschützt! Zur Anzeige muss JavaScript eingeschaltet sein. ; -
Post: 1024 Budapest, Margit körút 5. Building A, Floor 3, No. 1.;
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In person at the Service Provider's hospitality venue.
The Service Provider shall immediately investigate all verbal complaints and shall, where necessary, draw up a record. In the case of written complaints, the Service Provider shall provide a substantive response within 30 days. The complaint and a copy of the response shall be retained for three years.
8.2 Conciliation body. If a consumer complaint does not lead to a resolution despite negotiations with the Service Provider, the Buyer is entitled to turn to the conciliation body competent for their place of domicile or habitual residence, or to the Budapest Conciliation Body competent for the Service Provider's registered office. Registered office of the Budapest Conciliation Body: 1016 Budapest, Krisztina krt. 99., Floor III, Room 310. Postal address: 1253 Budapest, P.O. Box 10. E-mail:
8.3 Other legal remedies. The Buyer is entitled to turn to the consumer protection authority or a court of law in the event of an infringement of their rights.
9. Data Protection
The Service Provider shall process the personal data provided by the Buyer in accordance with the applicable data protection rules and the Data Protection Notice available on the Website. During the booking and registration process, the Buyer shall be informed of and shall accept the conditions governing the processing of their personal data. The Data Protection Notice sets out the purposes and legal bases of data processing, the details of the data controller and the Buyer's rights, and is accessible on the Website under a separate menu item. The Service Provider shall not disclose the Buyer's personal data to third parties beyond what is required by law and beyond the extent necessary for the operation of the payment service provider (Stripe) or the booking system operator (SevenRooms).
10. Intellectual Property
10.1 All texts, images, graphics, branding elements, databases, layouts and software used for the operation of the Website displayed on the Website are protected by copyright. The rights therein vest in the Service Provider or, on the basis of a contract, in the authorised partner. Any use, reproduction, distribution or adaptation of the content in any manner whatsoever without the prior written consent of the Service Provider is prohibited.
10.2 Downloadable materials available on the Website may only be used for purposes related to the use of the service. The User may not use downloadable materials for commercial purposes; such materials may not be sold or further distributed.
11. Miscellaneous Provisions
11.1 Partial invalidity. If any provision of the GTC is invalid or unenforceable, this shall not affect the validity of the remaining provisions. The parties shall replace the affected provision with a valid provision that comes as close as possible to the economic and legal purpose of the original.
11.2 Governing law and dispute resolution. The provisions of Hungarian law shall govern these GTC and the contract concluded between the Buyer and the Service Provider. Hungarian courts shall have jurisdiction over disputes arising from the contract.
11.3 Amendment of the GTC. The Service Provider reserves the right to unilaterally amend the GTC. The amended provisions shall take effect upon their publication on the Website and shall apply to orders placed after such publication. Amendments shall not affect contracts already concluded.
11.4 Entry into force. These GTC enter into force on 21 April 2026 and remain in effect until revoked.