1. When this policy applies and acceptance
This Policy covers Event Pass and Pro purchases from Escape Scenario. We sell 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
An explicit refund request for an unused, unactivated ordinary Event Pass is eligible for a full refund. Preparing or canceling an unlaunched event does not use the pass; it remains available on your account for the next eligible launch.
The 24-hour window begins at the first successful server-authorized activity launch, not during preparation or lobby check-in. Activated, consumed or expired passes are non-refundable, even if unused hours remain. Eligible sequential events may use the original remaining window, one live room at a time. Ending or canceling an event does not pause, reset, extend or refund that window. Verified duplicate charges, billing errors and mandatory legal rights remain exceptions.
For an unused pass purchased at the wrong capacity, request its refund before activation and choose the correct capacity separately. Do not buy again to recover a pass from a canceled, unlaunched event.
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.
A Pro purchase or renewal is eligible for a full refund only when the request is made within 48 hours of the provider-confirmed payment and no Pro-paid benefit was used in that billing period. A first successful Pro-backed launch, activation of a Pro capacity upgrade, or other authoritative paid-benefit consumption counts as use. An eligible full unused Pro refund also cancels that subscription immediately and stops renewal; no separate cancellation request is needed. Otherwise the refund is denied; you may still cancel at the end of the paid period. Refund settlement and subscription cancellation are confirmed separately.
For an order containing Pro and an event capacity upgrade, an eligible whole-order refund covers both lines. You may explicitly request an unused, unactivated upgrade refund while Pro continues, or a Pro-only refund that leaves the unused upgrade purchased but requiring eligible Pro to activate. Cancellation, Pro lapse and grace expiry never automatically refund an upgrade. Once activated, the upgrade is non-refundable and keeps its original 24-hour window even if Pro later ends.
4. Platform failures and billing issues
A verified duplicate charge or provider/platform billing error qualifies for a full refund of the affected amount or exact affected order lines. A reported problem alone does not establish a billing error. Disputes and chargebacks remain a separate payment-provider process; the same payment cannot receive duplicate reimbursements.
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
Open Plans & billing, select the purchase and exact refund scope, then explicitly confirm your refund request. Your request receives an Approved, Denied, or Support review required decision with a reason; an approved refund remains Processing until the provider confirms it. Checking the same request again does not create a second refund. A second consecutive otherwise-eligible refund request for a distinct unused purchase within 30 days, without actual gameplay between requests, requires support review before a new refund is sent to Stripe. Opening a lobby, preparing an event, viewing a preview, or an unsuccessful launch does not count as playing. Verified duplicate-charge, platform-error, or provider-failure corrections do not count toward this review. This changes the request route, not your refund eligibility, mandatory rights, or the policy presented at purchase. For billing-error evidence or help, email support@escapescenario.com with the subject "Billing Issue" and the support or receipt reference. Do not send passwords, access tokens, or full payment-card numbers. Refunds return to the original payment method; bank posting time is separate from provider confirmation.
For orders shown as sold through Link, Stripe acts as merchant of record through Managed Payments. Link/Stripe issues payment and refund documents and provides order support and subscription management. You can request an eligible refund through Escape Scenario or contact Link about the transaction. Stripe may also initiate a refund or handle a dispute under its terms, including mandatory consumer rights; a provider-confirmed refund can end the related access. We do not issue a second reimbursement for the same payment. Purchases through other third-party sellers or marketplaces remain subject to that seller's refund rules.
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.