Cancellation & Refund Policy

1. Purpose and Scope

This Cancellation & Refund Policy explains how Questoria Play handles Client cancellations, rescheduling requests, participant reductions, no-shows, service changes, Company cancellations, weather disruption, and refund processing. It applies to guided recreational game sessions, team challenge activities, interactive scenario development, event game coordination, and related custom services.

Our services often require advance scheduling, staff allocation, creative preparation, venue coordination, and purchase or production of event-specific materials. This Policy is intended to balance the Client's need for flexibility with the time and costs committed before the event.

This Policy forms part of the Terms of Service and should be read with the Payment & Billing Policy. A proposal or signed service agreement may contain a booking-specific cancellation schedule. If it expressly differs from this Policy, the booking-specific schedule controls for that booking. Rights that cannot lawfully be waived remain unaffected.

2. How to Submit a Request

Cancellation, rescheduling, and refund requests must be submitted using the contact information at the end of this Policy. The request should identify the Client name, event or project name, scheduled date, invoice number, requested action, and reason for the request. Do not include complete payment card details.

The effective request time is when Questoria Play receives the written request, not when the Client first intended to send it. A voicemail or telephone discussion should be followed by written confirmation so the date and requested action are clear. We will acknowledge the request and identify any additional information required.

Only the contracting Client or a person reasonably verified as an authorized representative may cancel a booking, approve a credit, change a date, or request a refund.

3. Standard Event Cancellation Schedule

Unless a confirmed booking document states a different schedule, the following standard rules apply when the Client cancels an event-service booking for reasons not caused by Questoria Play:

The cancellation period is measured from the scheduled event start in the local time of the event location. If a booking includes multiple dates, the schedule may be applied separately to each date unless the proposal prices the dates as one inseparable production.

A deduction will not exceed the amount reasonably associated with completed work, committed capacity, or nonrecoverable costs. We will explain material deductions upon request.

4. Custom Scenario Development

Custom scenario services involve intellectual and creative work that may begin well before the event. Refund eligibility is therefore determined by the stage reached when the cancellation request is received rather than only by the event date.

• Before work begins, amounts paid for unstarted custom work are refundable.
• After discovery, concept development, research, writing, design, or production begins, the reasonable value of completed work is non-refundable.
• Approved and completed milestones remain payable even if the Client later decides not to use the materials.
• Custom-printed, engraved, personalized, licensed, perishable, or specially ordered materials are non-refundable once production or purchase can no longer be canceled.
• Unstarted future milestones and recoverable supplier balances will be refunded when the project is properly canceled.

Upon request, we will provide a reasonable summary of the stage reached and the basis for any retained amount. Unless full ownership transfer was expressly purchased, cancellation does not grant the Client rights to unfinished concepts, internal notes, templates, or proprietary working files.

5. Rescheduling by the Client

A Client may request one date change without a separate rescheduling fee when the request is received at least eight calendar days before the event, the new date falls within ninety days of the original date, and suitable staff and resources are available. The original payment will be transferred to the replacement date.

The Client remains responsible for price differences, additional travel, revised venue costs, replacement materials, nonrecoverable third-party charges, and new work caused by the change. If the replacement date or scope has a lower price, any resulting credit or refund will be calculated after applying completed work and committed costs.

A request received seven or fewer days before the event may be treated as a cancellation and new booking. A second rescheduling request may also be treated as a cancellation unless extraordinary circumstances justify another arrangement.

If no mutually acceptable replacement date is available within ninety days, the request will be processed under the cancellation schedule based on the date the original rescheduling request was received.

6. Participant Count Reductions

Pricing may be based on minimum staffing, reserved capacity, team configuration, or materials prepared per participant. A reduction in attendance does not automatically reduce the price after confirmation.

If the Client reports a lower participant count at least fifteen calendar days before the event, we will review whether staffing, materials, or other costs can reasonably be reduced. Any approved adjustment will be confirmed in writing. Within fourteen days of the event, the confirmed price ordinarily remains due, although recoverable per-person third-party charges may be credited when a supplier permits it.

An increase in attendance is subject to capacity, safety, materials, and facilitator availability and may require an additional charge. Unregistered participants may be refused when accommodation would exceed the confirmed capacity or disrupt safe delivery.

7. Late Arrival and No-Show

A booking is considered a no-show when the Client and participants do not arrive or provide access within a reasonable period after the confirmed start and cannot be reached using the supplied contact information. Staff may leave when continued waiting would interfere with safety, venue access, transportation, or another commitment.

Late arrival may reduce activity duration. We will attempt to deliver a shortened or adapted experience when practical, but the scheduled end time may remain unchanged. Lost time caused by Client or participant lateness is not refundable.

If access fails because the Client provided an incorrect address, failed to secure venue permission, omitted required entry instructions, or did not provide an available on-site contact, the matter is treated as a Client cancellation or no-show.

8. Cancellation or Material Failure by Questoria Play

If Questoria Play cancels a booking for a reason within our reasonable control and cannot provide an acceptable replacement date or substantially equivalent service, the Client may choose a refund of amounts paid for the undelivered service or a credit toward a future booking.

If only a separable part of the service cannot be delivered, we may offer a proportionate refund, replacement activity, corrected deliverable, or agreed credit. We will not require the Client to accept a materially different event format without agreement.

A refund for our cancellation does not include independent losses such as the Client's venue rental, travel, lodging, catering, lost revenue, participant compensation, or other third-party commitments, except where applicable law requires otherwise or a signed agreement expressly provides for them.

9. Weather, Emergencies, and Events Beyond Control

Severe weather, wildfire, flood, unsafe travel, utility failure, government order, public emergency, widespread illness, venue closure, transportation shutdown, civil disturbance, or another event beyond reasonable control may prevent or materially affect delivery.

When such an event occurs, the parties will first attempt to reschedule, relocate, shorten, or adapt the activity in a reasonable manner. Payments will transfer to the revised booking, subject to unavoidable price differences and nonrecoverable third-party costs.

If no reasonable alternative can be agreed, Questoria Play will return amounts attributable to work and costs not yet performed, incurred, or irrevocably committed. Completed custom work and nonrecoverable third-party expenses remain non-refundable to the extent permitted by law. We will provide a reasonable explanation of the calculation.

10. Safety and Conduct Cancellations

We may pause, modify, or end a service if the venue is unsafe, the Client lacks required permission, participants engage in threatening or destructive behavior, illegal activity occurs, or a participant refuses reasonable safety instructions. When the condition is caused by the Client, venue under the Client's control, or participants, no refund is due for committed service time.

If we determine before the event that an activity cannot be delivered safely because of information that should reasonably have been disclosed earlier, we may propose an adapted service, different venue, rescheduling, or cancellation. Financial treatment will reflect the party responsible, work completed, and costs that can be recovered.

A participant removed for misconduct is not entitled to an individual refund, and the remaining group price does not change.

11. Service Concerns and Remedy Requests

A subjective preference, unsuccessful puzzle attempt, group disagreement, low score, or failure to achieve a desired team outcome does not by itself establish a service defect. Recreational experiences depend on participant engagement, timing, venue conditions, and other variables outside our control.

If the delivered service materially differs from the confirmed scope because of an error within our control, notify us promptly and provide specific details. Depending on the issue, an appropriate remedy may include correction, replacement materials, partial re-performance, a future credit, a proportionate refund, or a full refund for a service that was not substantially delivered.

We may request photographs, communications, attendance records, or other reasonable information needed to investigate. A remedy will be proportionate to the verified issue and will not duplicate compensation already provided by a venue, insurer, payment provider, or other third party.

12. Non-Refundable Circumstances

Subject to mandatory law and the remedies described above, refunds are not provided for:

• Services and approved custom milestones already completed in accordance with the confirmed scope
• No-shows, late arrivals, unused time, or voluntary early departure by the Client or participants
• Removal or termination caused by prohibited conduct, intoxication, damage, or refusal to follow safety instructions
• Participant dissatisfaction based solely on personal preference, score, difficulty, theme preference, or group dynamics
• Client-supplied errors, omitted requirements, incorrect dates or addresses, or failure to obtain venue access
• Customized, personalized, printed, licensed, purchased, or perishable items that cannot reasonably be reused or returned
• Costs charged by third parties under their own non-refundable terms after Client authorization

13. Credits

When offered, a credit is not cash and may be used only for eligible Questoria Play services. Unless a written credit notice states otherwise, a credit must be used within twelve months, is subject to availability, cannot be resold, and cannot be combined with another refund for the same amount.

If a replacement booking costs more than the credit, the Client must pay the difference. If it costs less, the unused balance may remain available until the original expiration date unless the credit notice states that it is single-use.

We will not unreasonably substitute a credit when applicable law requires a monetary refund. A Client may decline a discretionary credit and request review under the standard refund rules.

14. Refund Review and Processing

We aim to acknowledge a complete refund request within five business days. Complex custom projects, supplier records, payment disputes, or force majeure calculations may require additional review. Approval or denial will be communicated with a brief explanation.

Approved refunds are ordinarily submitted to the original payment method within seven to ten business days after approval. The payment processor and financial institution control when the funds appear. Bank holidays, fraud screening, expired cards, or cross-border processing may extend that period.

A refund does not include bank fees, foreign exchange differences, card interest, or other charges imposed independently by the Client's financial institution, except where required by law or directly caused by our verified billing error.

15. Changes to This Policy

We may revise this Policy for future bookings to reflect service, legal, or operational changes. The cancellation terms in effect when a booking is confirmed generally govern that booking. We will not retroactively impose a materially less favorable cancellation schedule on a confirmed booking unless required by law or accepted by the Client in writing.