At EscapeLogic Games, we strive to provide thrilling, mentally stimulating, and immersive escape room experiences designed to challenge players in creative and collaborative ways. Whether playing at a physical venue or through digital escape games, our mission is to deliver high-quality entertainment that exceeds expectations. However, we recognize that sometimes circumstances arise that may require a customer to request a refund. This Refund Policy outlines the conditions under which such requests may be considered. Eligibility for Refunds Customers may request a refund within 3 days of purchasing their escape room game session or digital escape product. Refund eligibility depends on several factors, including the nature of the purchase, the time of the request, and whether the service or product has already been used or activated. Refunds will only be granted if the game has not yet been played or redeemed. For bookings at physical locations, this means the scheduled escape room session has not yet occurred. For digital escape games, this refers to the game not having been launched, accessed, or partially completed. Non-Refundable Situations The following situations generally do not qualify for a refund: Customers who have already participated in or completed the escape room experience. Digital games that have been accessed or partially solved, regardless of completion. Missed reservations or late arrivals for physical escape room bookings. Group bookings or private event packages canceled without adequate notice. Gift vouchers or promotional items that have been redeemed or expired. Purchases made using discount codes, limited-time offers, or promotional bundles, once activated. Rescheduling in Place of Refunds In many cases, particularly for physical escape room sessions, we offer flexible rescheduling options as an alternative to refunds. Customers who contact us within the 3 days window may be eligible to move their appointment to a later date or convert their booking into a gift voucher for future use. Rescheduling is subject to availability and advance notice requirements. Technical or Game-Related Issues For digital escape room experiences, if a player encounters technical difficulties that prevent the game from functioning properly, a refund request may be submitted. Before considering a refund, customers are encouraged to ensure their device meets the system requirements, including internet connection stability, supported browsers, and device compatibility. If the issue is deemed to be on the customer’s side (e.g., outdated browser, lack of hardware capability), the refund may be declined. If the issue lies with the game itself and cannot be resolved through troubleshooting, a refund or alternative compensation may be offered. Refund Request Review Process All refund requests must include details of the purchase, reason for the refund, and any supporting information related to the issue (e.g., screenshots, description of the technical problem, booking reference). Our team carefully evaluates each request based on usage history, session status, and adherence to the policy terms. If approved, refunds will be processed back to the original payment method. Processing times may vary depending on the payment provider. Refunds are not available in cash or in alternative forms such as in-game currency. Abuse of Refund Policy We reserve the right to refuse refund requests in cases where we suspect abuse or exploitation of the policy. This includes repeated refund claims, attempts to receive refunds after using the game, or manipulative behavior such as false technical complaints. Customers found violating our terms may have their account access limited or denied. Cancellations by the Provider In rare cases where we are required to cancel a booking or cannot provide a purchased game due to unforeseen circumstances (e.g., technical failures, system outages, or emergencies), a full refund or rescheduling option will be provided at no additional cost to the customer. Changes to the Policy This Refund Policy may be updated from time to time to reflect changes in services, operational procedures, or legal regulations. Customers are encouraged to review the policy periodically to ensure they are aware of the current terms and conditions. Commitment to Satisfaction We are committed to providing fair and flexible options to our customers while also protecting the integrity of our services. If something isn’t right, we encourage open communication so we can find the most appropriate solution. We want every player to enjoy their escape room experience and return for more adventures in the future.