1. When this policy applies and acceptance
This Policy applies only after Escape Scenario enables verified paid checkout, online subscription cancellation, and server-side fulfillment. Escape Scenario sells digital access, not physical goods, so there is nothing to return.
By purchasing or using paid access after this Policy and the Terms of Service are conspicuously presented or linked, you acknowledge and agree that this Policy forms part of the Terms. Disputes arising from this Policy or a purchase are governed by the informal-resolution and individual-arbitration provisions in the Terms, subject to mandatory rights that cannot be waived.
2. 24-hour Event Pass
You may request a full refund within 14 calendar days after direct purchase if the Event Pass has not begun its 24-hour access window and has not otherwise been redeemed.
The window begins at the first successful server-authorized activity launch, not during preparation or lobby check-in. After the window begins, the Event Pass is non-refundable except for a verified platform failure, duplicate or unauthorized charge, or a refund required by law.
For an unused pass purchased at the wrong capacity, contact support before the first launch so the purchase can be reviewed for cancellation and replacement.
3. Pro subscription
Pro renews monthly or annually until canceled. You may cancel online at any time. Cancellation stops future renewals and normally takes effect at the end of the current paid period, with access continuing through that period.
You may request a full refund within 14 calendar days after an initial purchase or renewal if no paid or Pro-authorized activity launch occurred during that billing period. After a qualifying launch, charges are non-refundable and not prorated except where law requires otherwise or a verified platform failure makes the paid Service materially unavailable.
4. Platform failures and billing issues
If a verified Escape Scenario platform failure materially prevents paid use and the available recovery or qualifying restart cannot reasonably fix it, Escape Scenario may provide a replacement, recredit, or refund. This remedy does not cover the customer's internet, venue network, local equipment, unsupported device, use beyond purchased capacity, lost access links, or dissatisfaction with a score or group outcome.
Report suspected duplicate or unauthorized charges promptly. A pending authorization is not always a completed charge, and you retain any lawful right to contact the payment provider or card issuer.
5. How to request help
Email support@escapescenario.com with the subject "Refund Request" or "Billing Issue." Include the account email, transaction or receipt reference, product, purchase date, and a short explanation. Do not send passwords, access tokens, or full payment-card numbers. Approved refunds are returned to the original payment method; posting time depends on the payment provider and financial institution.
Purchases made through a third-party seller or marketplace are governed by that seller's refund rules. Escape Scenario cannot refund money it did not collect.
6. Mandatory rights and changes
This Policy does not limit rights that cannot be waived under applicable law. The version presented at purchase governs that purchase unless a later version is more favorable or law requires otherwise.