Tienda De Recuerdos Citadella
Tienda De Recuerdos Libertad
Café Citadella
Pastel De Chimenea
Café Libertad
ES Condiciones generales
These General Terms and Conditions (hereinafter: the “Terms”) set out the terms and conditions applicable to the services and digital products available through the website citadellaexperience.hu (hereinafter: the “Website”), as well as the physical products sold through the online shop operated on the Website (hereinafter: the “Webshop”), operated by City Memories Management Korlátolt Felelősségű Társaság (hereinafter: the “Provider”). By making a reservation, purchasing a ticket, placing a product order, or submitting any other order on the Website, the user (hereinafter: the “Customer”) accepts and acknowledges these Terms as binding upon them.
1. Details of the Provider
Name: City Memories Management Korlátolt Felelősségű Társaság
Registered seat: 1024 Budapest, Margit körút 5. A. ép. 3. em. 1., Hungary
Company registration number: 01-09-285923
Tax number: 25417269-2-41
Represented by: Gréta Orsolya Moss, Managing Director
Customer service / complaint handling e-mail address:
2. Products and services available on the Website and in the Webshop
2.1. Digital and physical products and services related to the Provider’s hospitality, event organisation and commercial activities are available on the Website and in the Webshop. These include, in particular:
- Gift vouchers redeemable for a specified value at the hospitality venue operated by the Provider;
- Event or admission tickets granting the right to use services on a specified date and for a specified event;
- Prepaid catering or event services (e.g. set menus, beverage consumption), or digital entitlements related to advance/deposit payments;
- Table or event reservations secured by online payment or confirmed by a deposit;
- Gift items and other physical products (hereinafter: the “Product” or “Products”) sold by the Provider through the Webshop, which are also available for purchase at the Citadella visitor centre and at the gift shops operated by the Provider;
- Newsletter subscription, as an optional additional feature.
2.2. The Provider also sells physical Products (primarily gift items) through the Webshop, which are delivered to the shipping address provided by the Customer by a courier company engaged by the Provider, currently GLS General Logistics Systems Hungary Csomag-Logisztikai Kft. (hereinafter: the “Courier” or “GLS”). Digital products and entitlements continue to be delivered electronically, by e-mail or through the reservation system.
2.3. The Provider reserves the right to modify the range of products and services displayed on the Website and in the Webshop at any time, to introduce new products or services, or to withdraw existing ones from the offering.
2.4. Information about the Products
Product photographs are illustrations – the actual colour of a Product may differ slightly from the colour shown in the photograph due to lighting conditions and the settings of the display device used. For Products that are handmade and/or made from natural materials, the pattern, size and shade of colour may vary slightly from piece to piece; this results from the nature of the Product and does not constitute defective performance.
The size and weight information provided is for information purposes only. Prices shown are in Hungarian forints (HUF) and include value added tax (VAT) as required by law.
Fragile Products are packaged by the Provider with special care; however, damage may rarely occur during shipping – please take a photo or video when unpacking the parcel and, in the event of damage, notify the Provider without delay as described in Section 5.6.
Stock information is updated continuously; nevertheless, a given Product may be temporarily unavailable, or its unavailability may only become apparent after the order has been placed – in such cases, the Provider will notify the Customer without delay, and at the latest within 3 working days of the order, and will offer either a refund of the purchase price or, with the Customer’s consent, delivery of a Product of similar value and quality.
3. Formation of the contract
3.1. Method of ordering. The Customer may place an order through the interface available on the Website or in the Webshop, through the SevenRooms system, by e-mail, or, subject to separate agreement, in person. In the case of a telephone enquiry, the Provider only provides information; the contract is finalised in writing (by e-mail or through the online system).
3.2. Registration. Creating a user account is not mandatory to use the reservation system or the Webshop; however, certain features (e.g. the loyalty programme, viewing previous orders) require a profile to be created (name, e-mail address, phone number, shipping and billing address, optionally dietary information). The processing of personal data is set out in a separate Privacy Notice.
3.3. The offer and formation of the contract. The services, Products and prices displayed on the Website and in the Webshop do not constitute a direct offer; they constitute an invitation to make an offer. The Customer makes an offer to conclude the contract by placing an order. In the Webshop, before finalising the order, the Customer is given the opportunity to review the contents of the cart, the shipping and payment method, and the total amount payable (the price of the Products and the shipping cost combined), and to identify and correct any input errors. Before placing the order, by clicking the button labelled “Order” (or similar wording) which carries a payment obligation, the Customer acknowledges that they are making an offer that involves a payment obligation. The Provider sends an electronic confirmation of the order without delay, but at the latest within 48 hours; the confirmation contains the essential terms of the contract, and, in the case of a Product order, the Products ordered, their price, the shipping cost and the total amount payable. If the confirmation is not received within 48 hours, the Customer is released from the obligation to be bound by the offer. The contract is concluded when the Provider’s confirmation e-mail becomes accessible to the Customer.
3.4. Nature of the contract. The contract concluded between the Customer and the Provider is a contract concluded by electronic means, which the Provider archives in electronic form. The language of the contract is Hungarian, and Hungarian law governs the conclusion of the contract.
3.5. Individual agreement. In the case of larger group or special event reservations, or custom-made/personalised Products, the Provider may send an individual offer and contract. In such cases, the provisions of the individual contract shall prevail on matters not regulated by these Terms.
4. Prices and payment terms
4.1. Prices. The prices shown on the Website and in the Webshop are gross prices, which include value added tax (VAT). Prices are quoted in Hungarian forints (HUF) and do not include the shipping cost, which the Provider displays separately and clearly in the cart before the order is finalised. The Provider reserves the right to modify prices; such modification takes effect upon publication on the Website, but following the formation of the contract the Provider is not entitled to unilaterally modify the price of an already confirmed order.
4.2. Shipping and packaging costs. For orders of physical Products, the delivery fee is added to the total order amount and is displayed to the Customer before the order is finalised. For digital products and reservations, in the absence of physical delivery, no shipping or packaging cost is incurred.
4.3. Payment methods. The Customer may choose from the following payment methods:
- Online card payment via the Stripe or Teya payment service providers;
- Advance bank transfer to the Provider’s bank account by the deadline specified in the confirmation (in particular for corporate or larger events, or high-value Product orders);
- Cash or card payment upon on-site performance (e.g. for a Product purchased at a gift shop, or a reservation that does not require a deposit).
4.4. Deposit and instalment payment. For larger group reservations or events, the Provider may request a deposit. The amount of the deposit and the payment deadline are set out in the confirmation or the individual contract. For Product orders, the Provider may request advance payment of the full purchase price and the shipping cost. Instalment payment is generally not available, unless the parties agree otherwise.
4.5. Invoicing. The Provider issues an e-invoice to the Customer. A paper invoice may be issued upon separate request, where the process allows for it. The invoice is issued based on the billing details provided; for Product orders, the Provider sends the invoice electronically or encloses it with the parcel.
5. Terms of performance
5.1. Digital products. For gift vouchers, electronic tickets and reservation codes, performance takes place without delay, electronically, after receipt of payment. The Provider sends the purchased product by e-mail or makes it available through the online reservation system (QR code, voucher). The Customer is responsible for verifying the correctness of the e-mail address provided. The Provider is not liable if the electronic delivery is not received due to a reason within the Customer’s sphere of responsibility (e.g. incorrect e-mail address, full mailbox, spam filter).
5.2. Reservations and events. For table or event reservations, the service is performed at the time specified in the confirmation, at the hospitality venue operated by the Provider. The time and the number of guests for the reservation are recorded in the confirmation. The Customer is obliged to arrive at the time of the reservation; in the event of a delay or a change in the number of guests, the Provider reserves the right to modify or cancel the reservation.
5.3. Delivery of physical Products
Products ordered and paid for in the Webshop are delivered by the Provider, with the assistance of the GLS courier service, to the shipping address provided by the Customer when placing the order. The Provider currently only delivers within the territory of Hungary. Where personal collection is chosen, following notification, the ordered products may be collected at the Szabadság Ajándékbolt (1118 Budapest, Citadella sétány 1).
The indicative delivery time is 4 working days from the crediting of the purchase price and the shipping cost, or, in the case of cash on delivery, from the confirmation, provided the Product is in stock. If the parties have not expressly agreed on the time of performance, the Provider is obliged to make the Product available to the Customer at the latest within thirty days of the conclusion of the contract.
The risk of loss – that is, the risk of destruction, loss or damage to the Product – passes to the Customer upon receipt of the Product by the Customer, or by a third party designated by the Customer other than the carrier. If the Customer engages the carrier themselves, and this choice was not among the options offered by the Provider, the risk of loss passes to the Customer already upon handover of the Product to the carrier.
Upon receipt of the parcel, the Customer must check whether the packaging is intact; in the event of damaged packaging, it is recommended that a report be drawn up in the presence of the courier and that photographic documentation of the damage be taken. The Customer is liable for unsuccessful delivery resulting from an incorrect or incomplete shipping address, and for the cost of any redelivery necessitated as a result. If the Customer, for reasons attributable to them, fails to accept the Product and it is returned to the Provider, the Provider is entitled to charge the cost of redelivery to the Customer, or, having notified the Customer, to withdraw from the contract.
5.4. Place of performance. For digital products, performance takes place electronically. The place of performance for on-site services is the Citadella Experience hospitality and event venue (Budapest, Géllérthegy) or the venue specified in the individual offer. The place of performance for Products ordered in the Webshop is the shipping address provided by the Customer within the territory of Hungary, or the Szabadság Ajándékbolt acting as the collection point.
5.5. Force majeure. The Provider is released from the consequences of breach of contract in the event of an unavoidable external cause that renders performance of the contract impossible (e.g. an official prohibition, a natural disaster, an epidemic-related restriction, or an operational disruption affecting the Courier’s operations that is not attributable to the Provider). In such cases, the Provider shall notify the Customer without delay and shall endeavour to reach an agreement between the parties (e.g. rescheduling, replacement, refund).
5.6. Reporting damaged or defective parcels. If, upon delivery or when unpacking the parcel, the Customer notices damage, a shortage, or an incorrectly delivered Product, please contact the Provider without delay, and at the latest within 1 day of receipt, at the contact details given in Section 8, together with photo or video documentation of the issue. This reporting deadline does not affect the Customer’s right of withdrawal or warranty rights under Sections 6 and 7.
6. Right of withdrawal and termination
6.1. General rules. Under Section 20 of Government Decree No. 45/2014 (II. 26.) (hereinafter: the “Decree”), a Customer qualifying as a consumer is entitled, subject to the exceptions set out in this Section, to withdraw from the contract without giving reasons within 14 days of the conclusion of the contract, or, in the case of the sale of a Product, within 14 days of taking receipt of the Product.
6.2. Withdrawal for physical Products purchased in the Webshop
For orders of physical Products, the 14-day withdrawal period is calculated from the day on which the Customer, or a third party other than the carrier designated by the Customer, takes receipt of the Product. For an order consisting of several Products, where the individual Products are delivered on different dates, the period is calculated from the day of receipt of the last Product delivered.
The Customer may exercise the right of withdrawal also in the period between the day the contract is concluded and the day the Product is received.
If the right of withdrawal is exercised, the Customer must return the Product without undue delay, and at the latest within 14 days of communicating the withdrawal, or hand it over to the Provider (or a person designated by the Provider). The direct cost of returning the Product is borne by the Customer.
The Customer is liable for any diminished value of the Product only if it results from use beyond what is necessary to establish the nature, characteristics and functioning of the Product.
The Provider shall refund the full amount paid by the Customer, including the shipping cost (with the exception of any additional cost arising from the Customer having chosen a delivery method other than the least expensive standard delivery method offered by the Provider), within 14 days of becoming aware of the withdrawal, using the same payment method as the original transaction. The Provider may withhold the refund until it has received the Product back, or until the Customer has provided proof of having returned it, whichever occurs earlier.
To exercise the right of withdrawal, the Customer may use the model withdrawal statement set out in Annex 2 to the Decree, or any other clear statement, which may be sent to the e-mail address
6.3. Exceptions to the right of withdrawal for Products
Under Section 29(1) of the Decree, the Customer is not entitled to the right of withdrawal, in particular, in the following cases:
- in respect of a Product that is not prefabricated and has been produced based on the Customer’s instructions or at their express request, or that has been clearly personalised for the Customer (e.g. a custom-engraved, personalised, or otherwise personalised gift item);
- in respect of a Product that is perishable or has a short shelf life;
- in respect of a Product supplied in sealed packaging which cannot be returned after opening following delivery, for reasons of health protection or hygiene;
- in respect of a Product that, by its nature, becomes inseparably mixed with other items after delivery.
Where any of the above exceptions applies to a given Product, the Provider will separately inform the Customer of this in the Product description or during the ordering process.
6.4. Withdrawal/termination for reservations, tickets and digital content
Under Section 29(1) of the Decree, the right of withdrawal also does not apply to services for which a specific performance date or deadline is fixed in the contract. These include, in particular, accommodation, transport, car rental, catering, or leisure-related services, as well as concert tickets, event tickets, and catering and event services tied to a specific date. The Customer is not entitled to the 14-day right of withdrawal in respect of such reservations and date-specific services offered on the Website.
For digital content not supplied on a tangible medium (e.g. an electronic voucher or ticket), where performance begins with the Customer’s express prior consent, and the Customer simultaneously acknowledges that they thereby lose their right of withdrawal, the right of withdrawal ceases upon commencement of performance.
7. Warranty for defects, product warranty and guarantee
7.1. Warranty for defects (kellékszavatosság). Under the rules of the Hungarian Civil Code (Ptk.), the Provider is liable under warranty for the defect-free performance of the ordered services and Products. Defective performance is deemed to occur, in particular, if a digital voucher, ticket or reservation code does not work or cannot be redeemed, if the service is not performed at the confirmed time, or if the Product does not meet the quality requirements set out in the contract or by law at the time of performance. In the event of defective performance, the Customer may primarily request repair or replacement, unless this is impossible or would involve disproportionate additional cost for the Provider. If repair or replacement (or, in the case of a service, re-performance) is not possible or cannot be required, the Customer may request a proportionate price reduction or withdraw from the contract. The Customer may switch from the warranty right initially chosen to another, but shall bear the cost caused by the switch, unless the switch was warranted by the Provider’s conduct or was otherwise justified.
In the case of a consumer contract, it shall be presumed, until proven otherwise, that a defect that becomes apparent within one year of delivery of the Product already existed at the time of performance. The limitation period for asserting a warranty claim for defects is governed by the relevant provisions of the Ptk.
7.2. Product warranty (termékszavatosság). In the event of a defect in the Product, the Customer may choose to assert either a warranty claim for defects under Section 7.1, or a product warranty claim. Under a product warranty claim, the Customer may only request the repair or replacement of the defective Product from the manufacturer or distributor of the Product. A Product is deemed defective if it does not meet the quality requirements in force at the time it was placed on the market, or if it does not have the characteristics described by the manufacturer. The Customer may assert a product warranty claim within two years of the Product being placed on the market by the manufacturer; after this period, this right is forfeited. The Customer must prove the defect in the Product. The manufacturer or distributor is released from product warranty liability only if it proves that one of the exempting circumstances set out in the Decree applies.
7.3. Guarantee (jótállás). For certain durable consumer goods specified by law (in particular, Government Decree No. 151/2003 (IX. 22.)), the Provider is subject to a mandatory guarantee where the purchase price exceeds the statutory threshold in force at the time; in such cases, the exact terms and duration of the guarantee are set out in the warranty card accompanying the Product, or in the Product description. A significant part of the Provider’s range of gift items does not fall within the product categories subject to mandatory guarantee; in the absence of a statement to the contrary, the Provider does not offer a voluntary guarantee for these, and they are subject to the rules on warranty for defects and product warranty.
8. Complaint handling and legal remedies
8.1. Submitting a complaint. The Customer may submit a complaint or quality objection relating to the use of a service or Product, or relating to delivery, at the following contact points:
- E-mail:
Esta dirección de correo electrónico está siendo protegida contra los robots de spam. Necesita tener JavaScript habilitado para poder verlo. ; - By post: 1024 Budapest, Margit körút 5. A. ép. 3. em. 1., Hungary;
- In person, at the Provider’s hospitality venue or gift shop.
The Provider investigates every verbal complaint immediately and, where necessary, draws up a record. In the case of a written complaint, the Provider provides a substantive response within 30 days. The Provider retains the complaint and a copy of the response for three years. In the case of a complaint relating to delivery, or a damaged or incomplete parcel, the Provider proceeds in cooperation with the Courier, within the framework of the claims procedure provided by the Courier.
8.2. Conciliation board. If a consumer complaint is not resolved despite negotiations with the Provider, the Customer is entitled to turn to the conciliation board competent for their place of residence or stay, or to the Budapest Conciliation Board, which has jurisdiction over the Provider’s registered seat. Seat of the Budapest Conciliation Board: 1016 Budapest, Krisztina krt. 99. III. em. 310., Hungary. Postal address: 1253 Budapest, Pf. 10., Hungary. E-mail address:
8.3. Online dispute resolution (ODR platform). Consumers established in the European Union may also initiate disputes relating to Products or services purchased online through the Online Dispute Resolution (“ODR”) platform operated by the European Commission, available at https://ec.europa.eu/consumers/odr/. To use the platform, the Customer must provide the Provider’s e-mail address:
8.4. Other legal remedies. The Customer is entitled to turn to the consumer protection authority or to a court in the event of an infringement of their rights.
9. Data protection
The Provider processes the personal data provided by the Customer in accordance with the applicable data protection rules and the Privacy Notice available on the Website. The Customer becomes aware of, and accepts, the terms applicable to the processing of their personal data during the reservation, registration or ordering process. The Privacy Notice sets out the purposes and legal basis of the data processing, the details of the data controller, and the Customer’s rights; the Notice is available under a separate menu item on the Website.
To the extent necessary for the fulfilment of Product orders placed in the Webshop (typically name, shipping address, phone number, e-mail address), the Provider transfers the Customer’s data to the payment service providers (Stripe, Teya), to the operator of the reservation system (SevenRooms), and to the Courier carrying out the delivery (GLS General Logistics Systems Hungary Csomag-Logisztikai Kft.), acting as a data processor/independent data controller for the purpose of delivery. The Provider does not transfer the Customer’s personal data to any third party beyond those listed here and the cases required by law.
10. Copyright
10.1. All text, images, graphics, branding elements, databases, layout, and the software used to operate the Website appearing on the Website and in the Webshop are protected by copyright. The rights holder is the Provider or, under a contract, the relevant rights-holder partner. Any use, copying, distribution or adaptation of the content in any manner without the Provider’s prior written consent 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; they may not be resold or further distributed.
11. Miscellaneous provisions
11.1. Partial invalidity. If any provision of these Terms 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 its economic and legal purpose.
11.2. Governing law and disputes. Hungarian law governs these Terms and the contract concluded between the Customer and the Provider. The Hungarian courts have jurisdiction to settle disputes arising from the contract.
11.3. Amendment of these Terms. The Provider reserves the right to unilaterally amend these Terms. Amended provisions take effect upon publication on the Website and apply to orders placed after publication. An amendment does not affect contracts already concluded.
11.4. Entry into force. These Terms enter into force on 22 July 2026 and remain in effect until withdrawn.
