Payment & Billing Policy

1. Purpose and Application

This Payment & Billing Policy explains how Questoria Play quotes, invoices, collects, records, and corrects payments for recreational game facilitation, team challenge activities, interactive scenario development, and event game coordination. It applies to website purchases, custom proposals, deposits, final balances, approved additions, and other charges connected with our services.

This Policy forms part of the Terms of Service. By approving a proposal, authorizing a payment, paying an invoice, or allowing a representative to pay on your behalf, you agree to this Policy and confirm that the billing information provided is accurate and authorized.

A written proposal, invoice, or signed service agreement may establish booking-specific pricing or a different payment schedule. Where a booking-specific document expressly conflicts with this Policy, that document controls for the identified booking. Mandatory rights under applicable law remain unaffected.

2. Currency and Price Presentation

Unless expressly stated otherwise, all prices, deposits, fees, credits, and refunds are stated and processed in United States dollars. A payment card or financial institution using another currency may apply its own exchange rate, conversion fee, international transaction fee, or other charge. Those charges are imposed by the financial institution and are not collected or controlled by Questoria Play.

Website prices may describe standard packages or starting rates. Custom activities and events are priced according to the requested scope, participant count, location, duration, preparation time, staffing, creative development, materials, travel, venue restrictions, and scheduling requirements. A displayed starting price is not a binding quote for a service with different specifications.

We may correct an obvious typographical, technical, or calculation error before a booking is confirmed. If an error is discovered after payment, we will notify the Client and offer an appropriate correction, which may include honoring the confirmed amount, issuing a refund, or requesting approval of a corrected price before additional work proceeds, depending on the circumstances and applicable law.

3. Quotes, Proposals, and Scope

A quote is based on the information available when it is prepared and is valid only for the period stated in the quote. Unless a quote expressly says that taxes, permits, travel, venue costs, shipping, rentals, or third-party services are included, those items are excluded and may be charged separately if required.

The Client must review the service description, event date, location, participant limit, deliverables, payment schedule, and exclusions before approval. Approval may be shown by signature, written acceptance, payment of the requested deposit, or another confirmation method identified in the proposal.

Requests that expand the confirmed scope may require a revised proposal or change order. Examples include:

• Increasing the number of participants, teams, rooms, facilitators, or activity stations
• Extending the event duration or adding rehearsal, setup, breakdown, or waiting time
• Changing the venue, date, start time, theme, language, difficulty, or activity format
• Adding custom props, printing, costumes, prizes, shipping, special equipment, or rush production
• Requesting new scenario revisions after the included review rounds are complete

Additional work will not ordinarily begin until the Client approves the related fee. Urgent on-site changes requested by an authorized Client representative may be documented and billed after the event when prior written approval is not reasonably practical.

4. Deposits and Reservation Payments

A deposit may be required to reserve a date, allocate staff, begin scenario design, purchase materials, or decline other work. The amount and due date will appear in the proposal or invoice. A date remains available to other clients until the required payment has cleared and written confirmation has been issued.

Unless the booking document states otherwise, the deposit is applied toward the total service price. It is not an additional charge. The refundability of a deposit depends on the cancellation date, completed work, committed staffing, purchased materials, and unrecoverable third-party costs, as described in the Cancellation & Refund Policy.

Payment of a deposit authorizes us to begin the reasonable preparation described in the proposal. If the Client delays required approvals or information, preparation may be paused, but the scheduled payment obligations and cancellation periods continue unless we agree otherwise in writing.

5. Payment Schedules and Final Balances

The payment schedule for each booking is stated on the applicable invoice, proposal, or confirmation. A booking may require full payment at confirmation or a deposit followed by one or more installments. Unless a different date is stated in writing, all remaining event-service balances must clear before service delivery begins.

Custom scenario projects may use milestone billing tied to agreed stages such as concept approval, script development, production, testing, and final delivery. A milestone invoice becomes due when the related work reaches the stated stage, even when Client feedback or later use of the deliverable is delayed.

Invoices should be reviewed promptly. The Client must notify us of a good-faith billing question before the due date whenever reasonably possible. Raising a question does not suspend undisputed amounts. We will investigate disputed line items and correct any verified error.

6. Accepted Payment Methods and Authorization

Available payment methods are shown during checkout or on the invoice. They may include major payment cards or other methods supported by our payment processor. We may add or discontinue a payment method without affecting an already completed transaction.

By submitting payment details, the payer represents that the payer is the authorized cardholder or has permission from the account holder to use the selected method. The payer authorizes Questoria Play and its payment processor to charge the approved amount and to process any later correction, refund, or authorized additional charge connected with the booking.

We do not intentionally store complete payment card numbers or card security codes on our own systems. Payment credentials are transmitted to and handled by the payment processor according to its security practices. The processor or issuing bank may require identity verification, address matching, or additional authorization.

7. Authorization Holds, Declines, and Failed Payments

A payment processor or bank may place a temporary authorization hold before completing a charge. A hold is not necessarily a completed payment and may remain visible for a period determined by the bank. Questoria Play does not control how quickly a bank releases a pending hold.

If a transaction is declined, reversed, returned, or otherwise fails, the booking is not paid even if an attempted charge appears temporarily in account activity. The Client is responsible for contacting the financial institution, correcting payment information, or selecting another available method.

We may pause preparation, withhold deliverables, release an unconfirmed date, or decline to begin an event until required funds have cleared. We are not responsible for delay caused by a failed payment, inaccurate billing information, account limits, fraud screening, or bank processing outside our control.

8. Taxes and Third-Party Charges

Applicable sales, use, event, admission, or similar taxes may be added where required by law. The invoice will identify taxes collected by Questoria Play when they apply. Tax treatment may vary based on the service, delivery method, location, or included materials.

The Client is responsible for charges imposed by venues, parking operators, permit authorities, caterers, rental providers, shipping carriers, financial institutions, or other third parties unless our written proposal expressly includes them. If we pay an approved third-party expense on the Client's behalf, the amount may be invoiced together with any disclosed coordination or processing fee.

A tax-exempt organization must provide valid exemption documentation before the applicable invoice is paid. We cannot guarantee retroactive adjustment after tax has been collected and remitted.

9. Late and Outstanding Amounts

An amount is overdue when it remains unpaid after the due date shown on the invoice. We will ordinarily send a reminder and allow a reasonable opportunity to correct an oversight. We may suspend preparation, delivery, future booking privileges, or access to unfinished custom materials while a material balance remains overdue.

Where permitted by law and disclosed in the booking documents, overdue commercial invoices may incur a reasonable late charge or collection cost. No undisclosed consumer finance charge will be imposed. The Client remains responsible for approved third-party expenses and work completed before suspension.

Acceptance of a partial payment does not waive the remaining balance unless we expressly confirm a settlement in writing. Payments may be applied first to authorized costs and overdue amounts and then to the current service balance, subject to applicable law.

10. Billing Corrections, Duplicate Charges, and Overpayments

If you believe an invoice or completed charge is incorrect, contact us with the Client name, invoice number, transaction date, amount, and a clear description of the suspected error. Do not send complete payment card numbers, passwords, or security codes.

Verified duplicate charges, arithmetic errors, unauthorized additions by Questoria Play, and overpayments will be corrected. Depending on the circumstances, we may void a pending transaction, return the excess amount to the original payment method, or apply a credit with the Client's written agreement.

We aim to review billing questions within five business days, although processor records or bank confirmation may require additional time. Once a refund is issued, the financial institution controls when the credit appears. Further details about refund timing are provided in the Cancellation & Refund Policy.

11. Chargebacks and Payment Disputes

A chargeback is a formal dispute initiated through a payment provider. Nothing in this Policy limits a lawful right to dispute a genuine billing error or unauthorized transaction. We encourage Clients to contact us first when practical because many booking, invoice, or refund questions can be resolved more quickly through direct review.

If a chargeback is opened, we may provide the payment processor with relevant records, including the proposal, invoice, acceptance, service communications, attendance information, delivery confirmation, refund records, and applicable policies. We will not knowingly submit false information.

A Client must not seek both a direct refund and a chargeback for the same amount. If a bank later reverses a valid payment for services already delivered, the underlying balance may remain due to the extent permitted by law. Fraudulent payment disputes may result in refusal of future services and appropriate legal action.

12. Refund Method and Processing Time

Approved refunds are generally returned to the original payment method. This protects against fraud and maintains accurate records. If the original method is unavailable, we may request reasonable verification before using another lawful method.

A refund covers only the amount approved under the applicable policy. Foreign exchange differences, bank fees, card interest, overdraft fees, and other charges imposed by a financial institution are not refundable by Questoria Play unless required by law or caused directly by our verified billing error.

13. Business and Organizational Clients

A company or organization must identify the person authorized to approve scope, changes, and payment. Purchase-order procedures do not change an agreed due date unless accepted by Questoria Play in writing before confirmation. Internal approval delays within the Client organization do not excuse payment for authorized work already completed.

If a booking is paid by one entity for the benefit of another group, the contracting Client remains responsible for the invoice unless we expressly agree in writing to substitute another responsible party. The Client is responsible for collecting any contributions from participants; individual nonpayment does not reduce the amount owed to Questoria Play.

14. Records and Receipts

We maintain reasonable transaction and invoice records for accounting, tax, fraud prevention, dispute resolution, and legal compliance. A receipt or paid invoice may be provided electronically. The Client should retain copies of proposals, invoices, payment confirmations, and refund notices.

Requests for corrected billing names or addresses should be made promptly. We may decline a request to alter a record in a misleading manner, change the identity of the actual purchaser, conceal a transaction, or misstate the nature of the service.

15. Changes to This Policy

We may update this Policy to reflect payment methods, operational practices, legal requirements, or service changes. The version in effect when a booking is confirmed generally governs that booking. A later update will not retroactively add a fee or materially change the agreed price of a confirmed service unless required by law or accepted by the Client.