Refund Policy

30-day request window

You may request a refund through the purchasing account for 30 days after successful payment. The deadline is exactly 720 hours after payment. Requests already submitted remain open after that deadline while our team reviews or processes them.

Unused-adventure guarantee

We guarantee a full refund of the remaining amount paid, including tax and accounting for discounts or prior refunds, when our records verify that the adventure is unused. An adventure becomes used when any group or team opens the on-location opening story. Resetting progress does not erase that use.

If an adventure has been used, you may still submit a request during the 30-day window. We review those requests individually. Missing or inconsistent activity history also requires individual review.

What happens while we review

A verified unused-adventure request pauses the adventure for every group, team, participant, and play link connected to the purchase. The purchaser may select Cancel refund request and resume adventure while the request is awaiting review. Cancellation is unavailable while a refund operation is pending or its outcome is uncertain. Other restrictions, including a payment-dispute suspension, remain in place.

How to request a refund

1. Sign in with the account that purchased the adventure.
2. Open Account → Purchases.
3. Choose the purchase’s Details.
4. Select Request a refund.
5. Choose a reason, add an optional explanation, and submit.

The purchase page links back to this policy and shows the request’s status. Staff completes approved refunds through the original payment method.

After 30 days or without account access

After 30 days, Request a refund is replaced with Contact support about this purchase. That link opens our contact form with verified purchase context when you are signed in with the purchasing account.

If you cannot access that account, contact support and include the purchase email, adventure name, and approximate purchase date. Do not send card numbers, bank information, or passwords. Late exceptions are reviewed individually.