Valid from 1 April 2026 until withdrawn

These General Terms and Conditions (hereinafter referred to as the “GTC”) govern the conditions for the purchase of tickets, gift vouchers and products, as well as participation in Programmes, through the imagine.hu website and its related domains operated by Sétapálca Kft. (hereinafter referred to as the “Service Provider” or “Seller”), and at the Service Provider’s office.

By browsing the website, registering, or placing an order for the contents of the shopping cart, the Customer declares that they have read and understood these GTC and the Privacy Notice and acknowledge them as binding upon themselves.

1. Details of the Service Provider (Seller):

Company name: Sétapálca Kft.
Company registration number: 01-09-377633
Tax number: 24114413-2-43
Registered office: 1124 Budapest, Kiss János altábornagy utca 55., Building 3, Staircase 3, 1st floor, Door 34
Office (in-person customer service and collection point): 1092 Budapest, Ráday utca 30. (Opening hours: 10:00–16:00 on business days)
Email: info@imagine.hu
Telephone: +36 20 454 1916
Representative: Márton Káldi, Managing Director
Language of the contract: Hungarian

Related domains: imaginebp.hu, imaginebudapest.hu, imaginepecs.hu, imaginedebrecen.hu, imagineveszprem.hu, imagineeger.hu, varosiseta.hu, tematikusseta.hu, tematikussetak.hu, imaginewalks.hu, imaginewalks.com.

2. Basic Definitions

Programme: A cultural programme, city walk or indoor lecture organised by the Service Provider. The advertised Programmes are guaranteed and are not subject to a minimum number of participants or to any other condition.

Product/Gift Item: A physical item available for purchase on the website.

Gift Voucher: A document issued by the Service Provider, having monetary value, redeemable for Programmes and bearing a unique identifier, in digital or printed form.

Customer: Any natural or legal person who registers on the website or purchases a service or product.

Shopping Cart: A function of the website that allows several Programmes, Products and Gift Vouchers to be purchased together in a single transaction.

User Account: The Customer’s own password-protected profile on the website.

3. User Account and Registration

3.1 Purchases on the website may be made in the following ways:

• by registering, i.e. by creating a User Account
• as a guest.

The benefits of the Loyalty Customer Programme, as well as the independent management of bookings, are available only to registered Customers.

3.2 In their own User Account, the Customer may view their previous purchases, download their invoices, tickets and gift vouchers, and — subject to the conditions set out in these GTC — independently modify their bookings for Programmes.

3.3 The Customer is responsible for keeping the login details associated with their account confidential.

4. Purchase Process and Payment Terms

4.1 The prices indicated on the website are gross prices and include VAT.

4.2 Purchase Process on the Website:

4.2.1 The Customer selects the appropriate Programme, Product or Gift Voucher and places it in the shopping cart by clicking the relevant button. A Programme can only be added to the shopping cart after a specific date and time have been selected.

4.2.2 After reviewing the list of selected items displayed in the sidebar, or by clicking the shopping cart button, the Customer may click the “Proceed to Cart” button and choose whether to make the purchase from a registered account or as a guest.

4.2.3 After customising the contents of the Shopping Cart, the Customer clicks the “Continue” button, enters their details, selects the collection/delivery and payment method, and then finalises the purchase.

4.2.4 In the case of a single combined purchase of more than 10 tickets for the same Programme from the same email address, the Service Provider has the right to contact the Customer at the email address provided in order to discuss the purchase.

4.3 Purchase Process in Person at the Office: The Customer may register for Programmes in person at the Service Provider’s office during opening hours, and may also purchase Products or Gift Vouchers there. The purchase and booking are recorded with the assistance of the office administrator. In the case of an in-person purchase, the Customer may also make the purchase either as a guest or in connection with an existing User Account by providing the registered email address. The latter — the use of the registered email address — is an essential condition for applying the benefits of the Loyalty Customer Programme.

4.4 Payment Methods and Shopping Cart-Dependent Restrictions: The following payment methods are available on the website and in person, depending on the contents of the Shopping Cart:

• Online card payment: Available without restriction for all products and services.
• Payment by SZÉP Card: Available exclusively for registering for Programmes (i.e. purchasing tour tickets) and for purchasing Gift Vouchers. Pursuant to the applicable legislation, physical Products (gift items) may not be purchased with a SZÉP Card.
• Bank transfer and payment upon collection (in person at the office): These options may only be selected if the Customer’s Shopping Cart contains only a physical Product (gift item) or a physical (printed) Gift Voucher. If the contents of the Shopping Cart also include a tour ticket (Programme) and/or a digital Gift Voucher, the purchase price must be paid immediately online (by bank card or SZÉP Card) in order to finalise the booking.

4.5 Rules for Bank Transfer: If bank transfer is permitted pursuant to Section 4.3 above and the Customer chooses this payment method, the Customer will receive an invoice for payment by bank transfer by email after the purchase. The invoice may be settled by bank transfer to the bank account number indicated on the invoice by the payment deadline specified therein. If the transfer is not received in the Seller’s bank account by the deadline stated on the invoice, the purchase may be deemed null and void.

4.6 Barion Payment Information: Online card payments are processed through the Barion system. Bank card details are not transmitted to the Service Provider; the Service Provider does not have access to them and does not store them. The service is provided by Barion Payment Zrt., an institution supervised by the National Bank of Hungary. Its licence number is: H-EN-I-1064/2013.

4.7 Confirmation: The purchase becomes final upon payment of the purchase price. The Service Provider shall send an automatic confirmation email and invoice to the email address provided by the Customer. The confirmation shall include the detailed information of the purchase and of the purchased Programmes and Products, as well as the most important information. If a technical error occurs during online payment, or if the Customer does not receive the confirmation email within 24 hours of the purchase (after also checking the SPAM folder), the Customer is requested to contact the Service Provider’s customer service without delay at info@imagine.hu. If the transaction appears in the Seller’s system as unsuccessful or unsettled, but the Customer’s account has been debited, the Customer may prove payment by electronically sending the official statement of the debited bank account or SZÉP Card. Please note that financial transactions may be clarified and payment may be verified only before the start of the Programme, through customer service. It is not possible to provide subsequent proof of payment or receive tickets at the Programme venue from the tour guide; in the absence of such prior verification, the Service Provider may refuse the Customer’s participation in the Programme.

4.8 Follow-up: Within six months of the purchase, the Customer may receive one follow-up email from the Service Provider on one occasion, in which the Service Provider may draw the Customer’s attention to further offers.

5. Purchase and Delivery of Products (Gift Items)

5.1 Physical Products purchased may be collected or delivered in one of the following two ways:

• By personal collection: At the Service Provider’s office during opening hours. The Seller shall retain the ordered product for 6 months from the date of the order.
• By postal delivery (Magyar Posta): To the address provided by the Customer, subject to the applicable delivery fees.

5.2 Performance (delivery) time: The average time for postal delivery is 3–5 business days from the finalisation of the order. In certain cases, the Service Provider may deviate from the above delivery time and shall not be held liable for such deviation.

5.3 The Service Provider shall not be liable for any misuse arising from the postal dispatch of gift items, or for any damage occurring during delivery (theft, destruction or damage).

6. Consumer’s Right of Withdrawal (14-Day Rule)

6.1 In the case of Products and Gift Vouchers: A Customer qualifying as a consumer (a natural person acting outside the scope of their profession, independent occupation or business activity) is entitled, pursuant to Government Decree 45/2014 (II. 26.), to withdraw from the contract for the sale and purchase of a product without giving any reason within 14 days from the date of receipt of the product. In the case of the purchase of a Gift Voucher, the withdrawal period is 14 days from the date of purchase. In the event of withdrawal, the Customer shall return the Product to the Service Provider at their own expense and in undamaged condition, and the Service Provider shall refund the purchase price without delay, but no later than within 14 days.

6.2 Statutory EXCEPTION in the Case of Programmes (tours, lectures): Customers are expressly informed that, pursuant to Section 29(1)(l) of Government Decree 45/2014 (II. 26.), the Customer is NOT entitled to the 14-day right of withdrawal without giving any reason in respect of leisure services provided for a specific date or time period (Programmes, tours, lectures). In the case of Programmes, the Customer may exercise the Service Provider’s own cancellation and modification options set out in Section 8 of these GTC.

7. Conditions of Participation in Programmes (Liability Rules)

7.1 Own responsibility and health condition: The Customer participates in the Programmes at their own responsibility and is responsible for their own health and physical condition. Due to the specific characteristics of the venues, the Programmes are not recommended for persons with reduced mobility, elderly persons, or persons suffering from serious illnesses (e.g. cardiovascular diseases). Participation — in compliance with the epidemic-related rules in force at the given time — is possible only for healthy participants. The number of participants in the Programmes may vary, but applicants may typically participate in groups of between 5 and 30 people.

7.2 Causing damage: The Customer shall be fully liable for any damage, vandalism or material loss caused by them at the Programme venue.

7.3 Exclusion of claims against building owners: The Customer acknowledges that they may not bring any claim against the owners of the buildings in relation to circumstances arising from the condition of the visited venues.

7.4 Route and safety: During the Programme, the designated route must be followed. The Customer is required to protect their own physical safety and that of the other visitors. If the Customer fails to follow or breaches the organiser’s instructions, the Seller shall not assume any liability for any resulting accidents, injuries or damage.

7.5 Limitation of Liability and Liability Insurance: To the fullest extent permitted by applicable law, the Service Provider excludes its liability for any personal injuries or accidents occurring during the Programmes, as well as for any damage to the Customer’s property (including theft, loss or damage). The Service Provider shall not be liable for any damage arising from participation in the Programmes that is attributable to the Customer’s negligence or breach of rules. At the same time, in order to provide enhanced protection for participants and venues, the Service Provider declares that it holds valid liability insurance covering the organisation and implementation of the Programmes.

7.6 Participation of children: One registered participant may bring one minor under the age of 6 without separate registration. The participation of two children under the age of 6 must be indicated in advance. Participation is subject to a fee for children over the age of 6. In the case of Programmes that include tastings or refreshments, no tasting will be provided for unregistered minors. Children under the age of 14 may participate only under parental supervision. For certain Programmes, the Seller may specify a minimum age requirement and may request the participant to prove their age at the Programme; in the event of non-compliance, participation may be refused without a refund.

7.7 Exclusion from the Programme: It is strictly prohibited to appear under the influence of alcohol or any other mind-altering substance. The Seller has the right to refuse participation, without a refund, to any person who is in such a condition or who disturbs or insults other participants.

7.8 Transfer of ticket: The Customer may transfer the purchased ticket to another person, but the new participant is also required to comply with the conditions of participation.

7.9 Audio, photo and video recordings: The Customer may make audio, photo or video recordings only in places where this is permitted by the Service Provider and the tour guide, and may publish such recordings for private purposes only. For recordings intended for commercial or press purposes, prior permission must be requested through the Service Provider’s central contact details (info@imagine.hu). During the Programmes, the Seller is entitled to make recordings for its own use, to which the Customer consents by registering for the Programme.

8. Cancellation and Modification (in the Case of Programmes)

8.1 Cancellation by the Customer: The Customer has the right to withdraw from participation before the start of the Programme:

• no later than 24 hours before the start (in general cases),
• no later than 168 hours before the start (in the case of a single combined purchase of more than 10 tickets for the same Programme from the same email address).

The Customer may do so by logging into their Account and clicking the “Modify date/time” button associated with the purchase, or by sending an email to info@imagine.hu.

8.2 Consequence: In the event of cancellation within the applicable deadline, the fee paid may be transferred once to another date of the same Programme within six months of the cancellation. If the Customer cannot find a suitable date, the Seller shall issue a Gift Voucher with no expiry date, valid exclusively for the original Programme. In the event of cancellation by the Customer, no refund is available.

8.3 The Seller may, on a case-by-case basis, allow the Customer to exchange their ticket for another Programme, subject to payment of any difference in price.

8.4 Cancellation by the Seller and force majeure: The Seller reserves the right to cancel the Programme for reasons beyond its control no later than 5 business days before the scheduled date of the Programme. In this case, the Customer shall receive a Gift Voucher with no expiry date, redeemable for any Programme. In the event that the Programme cannot be held due to force majeure or other unavoidable reasons beyond the Seller’s control (for example: illness, flood, earthquake, other natural disasters, or the unexpected cancellation by an external partner or visited venue essential for the implementation of the Programme), the Seller shall announce replacement dates.

9. Rules for the Use of Gift Vouchers

9.1 A Gift Voucher is a document bearing a unique identifier (serial number). Forgery of a Gift Voucher is a criminal offence. A damaged or incomplete voucher may not be used (unless the damage or incompleteness does not prevent its identification).

9.2 The Voucher may be transferred to any person, is not redeemable for cash, and in the event of its loss, no replacement or refund may be claimed. The holder of the Gift Voucher shall be deemed to be the owner of the Gift Voucher. The Issuer is not entitled to examine the ownership of the Gift Voucher.

9.3 Validity: Vouchers are valid for an unlimited period. In special cases, the Seller has the right to determine a validity period for certain vouchers. The Seller guarantees that it will organise a sufficient number of Programmes for redemption, but reserves the right to change the available Programme offering.

9.4 Redemption: The Voucher may be redeemed on the website in the Shopping Cart interface by entering its serial number. One Voucher entitles one person to participate.

9.5 If the Voucher is redeemed for a Programme with a price lower than its face value, the difference shall not be refunded.

9.6 The Seller reserves the right, in special cases, not to accept the Voucher for Programmes that are more expensive than the face value of the Voucher, or to accept it only up to its face value. The Seller shall indicate such cases in advance in the description of the relevant Programme, and any additional payment shall be paid during the purchase process.

9.7 If the Customer has redeemed the Voucher but does not attend the Programme, the Voucher shall be forfeited. (Except in the case of cancellation more than 24 hours before the Programme, in which case a new Voucher will be issued.)

9.8 Data Processing: The Service Provider shall not transfer or sell personal data relating to Gift Vouchers to any third party. After use, such data shall be retained for statistical purposes for 5 years.

10. Loyalty Customer Programme

10.1 The Loyalty Customer Programme is valid until withdrawn. The Seller is entitled to terminate the Programme immediately by launching a new programme, or otherwise with a 6-month notice period.

10.2 Conditions of eligibility: being at least 18 years of age, having an active account on the website, and making purchases of at least HUF 15,000 within one calendar year. Employees of the Seller are not eligible to claim Loyalty Customer status. In order to retain the status, at least one purchase must be made every 24 months.

10.3 Discount: The Loyalty Customer is entitled to a 10% discount from the consumer price on all purchases made for their own use (Programmes, Vouchers, Products). The discount is applied automatically in the Shopping Cart when the Customer is logged into their Account, but cannot be used for purchases made through resellers. It may be combined with other discounts unless the terms of the current promotion provide otherwise. If the Customer does not log into their Account during the purchase (or, in the case of an in-person purchase, does not identify themselves with their registered email address), the Seller is unable to apply, settle or refund the discount retrospectively.

10.4 The Seller is entitled to withdraw the status if the Customer abuses it or damages the Seller’s reputation. The Customer may terminate their participation in the Loyalty Customer Programme at any time in writing (by email).

10.5 The Seller shall not be liable for any misuse relating to former loyalty customer cards issued before 2022. In the event of any discrepancy, the data recorded in the central electronic register shall always prevail. Any unused discount shall be forfeited on the date of termination of the Programme.

10.6 Data Processing: The Service Provider shall not transfer or sell personal data to any third party. The data of loyalty customers shall be deleted no later than within 365 days from the date of termination of the loyalty customer’s participation in the programme or the termination of the programme itself.

11. Copyright

11.1 The content published on www.imagine.hu, as well as the texts, information and materials presented during the Programmes (city walks, indoor lectures), are protected by copyright. The exclusive owner of these copyrights is Sétapálca Kft. The protection extends to all visual and graphic appearances, textual content, developed walking routes, the scripts and written materials of indoor lectures, the intellectual works presented during them, and all services provided.

11.2 The unauthorised copying, reproduction, adaptation, use for commercial gain (including by means of recorded audio or video material), or incorporation into any other publication or programme of the website content or of any content heard or presented during the Programmes — beyond the scope of free use permitted by law — is strictly prohibited and shall result in legal action.

12. Complaint Handling and Dispute Resolution (Conciliation Board)

12.1 The Customer may submit complaints relating to the Service Provider’s activities using the contact details specified in Section 1 (info@imagine.hu, or in person at the office).

12.2 If a legal dispute between the Service Provider and the consumer cannot be settled through negotiations, the consumer may apply to the conciliation board competent according to their place of residence or stay. The body competent according to the registered office of the Service Provider is the Budapest Conciliation Board (Registered office: 1016 Budapest, Krisztina krt. 99., 3rd floor, Room 310; Postal address: 1253 Budapest, P.O. Box 10; Email: bekelteto.testulet@bkik.hu).

12.3 In the case of a cross-border consumer dispute relating to an online sales or service contract, consumers may also use the Online Dispute Resolution Platform (ODR) established by the European Commission, available at http://ec.europa.eu/consumers/odr/.

12.4 In matters not regulated by these GTC, the provisions of the Hungarian Civil Code (Ptk.) and the Hungarian laws in force from time to time governing electronic commerce services shall apply.

Budapest, 1 April 2026.

Sétapálca Kft.