Cancellation & Refunds
Last updated 22 July 2026
Haven’t started your walk yet? You can cancel for a full refund. Once you begin — the moment you open the first stop — the walk has been delivered, so it’s no longer refundable.
Before you start — full refund
A walk’s clock starts when you actually begin playing (when the first stop is opened), not when you pay. So any time before you start, you can cancel your ticket for a full refund, no reason needed. This covers the common cases: you bought the wrong city, plans changed, or you bought two by mistake.
After you start — non-refundable
Once your team opens the first stop, the puzzle content has been delivered to you and the walk is non-refundable. This is the nature of a digital, self-guided experience — after that point you have the material, whether or not you finish. Running out of time, finding it too easy or too hard, or the weather turning are not grounds for a refund once the walk has begun.
If something is our fault
You’re entitled to a refund, even after starting, if we’re at fault — for example:
- You were charged more than once for the same ticket, or charged but never received access.
- We withdraw or substantially break a walk you’ve paid for and can’t put it right.
- A technical failure on our side prevents you from playing a walk you paid for.
How to request a refund
Email support@dejacluecity.com from the address you paid with, or use our Contact page. Include your ticket code (the word-and-number code from your email) if you have it. We aim to reply within 2 business days.
How refunds are paid
Approved refunds go back to your original payment method through our payment provider. Once we approve a refund it’s typically processed within 5–7 business days, though the time to appear on your statement depends on your bank. A refunded ticket is deactivated and can no longer be used.
Cancellations by us
If we cancel a walk you’ve bought but not yet started, we’ll refund you in full. If a payment is reversed or charged back, the associated ticket is deactivated.
Contact
support@dejacluecity.com · +91 9071278820 · DejaClue City