Refund policy

Refund Policy

Overview

At Escapus, our experiences are digital outdoor escape games that unlock access to interactive missions through our mobile app. Because each ticket provides immediate access to digital content and game progress, refunds are handled under specific conditions.

Refund Eligibility

Refunds may be granted in the following situations:

The ticket was purchased less than 24 hours ago
The ticket has not been activated in the Escapus app
The game has not been started or accessed
A verified technical issue prevented the game from starting

If these conditions are met, customers may request a refund by contacting our support team.

Non-Refundable Situations

Refunds will not be issued if:

The ticket has already been activated
The game has started or been partially played
The request is made more than 24 hours after purchase
The customer simply changes their mind after activating the game
The issue is related to device compatibility, internet connection, or location services being disabled

Rescheduling or Transfer

If you cannot play your game, we may allow:

Ticket transfer to another player
Rescheduling to another date

Requests must be made before activating the ticket.

Technical Issues

If you experience a technical issue during the game, please contact us immediately. Our team will attempt to resolve the issue or provide a suitable solution such as: