Legal
Refunds and the right of withdrawal
The promise is one sentence long. The rest of this page is what it means exactly, so that nobody has to find out during an argument.
Last checked
The promise
If you have not started, you get all of your money back, for any reason or none.
A change of plan, the wrong city, bought twice, the trip fell through, or you simply thought better of it. You do not have to say which. Ask, and we refund in full.
What counts as starting
We can tell, and we would rather tell you how than leave it vague. You have started when any one of these has happened:
- You opened the full write-up of a paid stop in the guide.
- You played a narration track that is part of what you bought. The free preview on a stop page is not part of it.
- You began a hunt: the first riddle was issued and the run started.
Everything else is browsing. Reading this site, looking at the stop pages, listening to the free preview, opening the map and seeing which tours exist are all free and none of them touches the promise. Buying and never opening the thing you bought leaves you fully refundable for the whole access period, not just the first fortnight.
The fourteen-day right, and what you agreed at checkout
A consumer buying online in the EU normally has fourteen days to withdraw without giving a reason. Digital content delivered immediately is the exception: the right ends when delivery begins, provided you asked for immediate access expressly and acknowledged what it cost you. At checkout you are asked to tick exactly that, in these words:
I ask for immediate access to this content, and I understand that I lose my right of withdrawal once access has been granted.
If you tick it and access is then granted, the statutory fourteen-day right is gone. We keep the record of the wording you were shown and the moment you sent it, and we will show it to you if you ask.
Our own promise sits on top of that, and is wider where it counts: it has no fourteen-day limit at all. As long as you have not started, the money comes back — on day two, or on day two hundred of a 365-day pass.
If it does not work
That is a different question, and the promise above does not restrict it. Digital content carries a legal guarantee of conformity: if what you bought does not do what this site said it does, you are entitled to have it put right, and if it cannot be, to a reduction in the price or to unwind the sale — whether or not you have started.
Tell us what happened. Which city, which tour, what you pressed and what you saw. If it is our fault we fix it, and if the outing was spoiled we refund it.
How to ask
Write to the address in the legal notice with the email you paid with and, if you have it, the receipt Stripe sent you. That is all we need: there is no form and no account to log into.
We answer within three working days. If we agree the refund it is issued at once, and in any case within fourteen days of us accepting it.
How the money comes back
To the card or method you paid with, in the currency you paid in. Because Stripe is the merchant of record, the refund is issued through Stripe and appears from them, the same way the charge did. Your bank then takes its own time, usually five to ten working days.
You are never charged a fee for a refund, and we never refund into credit or a voucher.
What we cannot refund
- A hunt you have finished. Completing the game is using it up.
- Access that has already run its full 365 or 180 days.
- A prize hunt, because nobody paid for it.
- Museum and monument admission, transport, or anything else you bought from someone else. We never sold you those and cannot give them back.
- A purchase we can see was made in order to copy or republish the content.
Card disputes
If you dispute the charge with your bank instead of writing to us, Stripe handles the case as merchant of record and asks us for the evidence, which will include the confirmation you gave at checkout. Nobody comes out of that ahead. Write to us first: the answer is usually yes, and it arrives faster.