Cancellation and Refund Policy
Last updated: 3/5/2026
1. Scope
This Policy governs cancellations and refunds of experiences booked through the Platform and applies to Players and Game Masters (GMs). The Platform acts as an intermediary and manages payments according to this Policy.
2. Cancellations by the Player
2.1 Cancellation with advance notice
If the Player cancels a booking at least 24 hours before the session start:
- The Player may receive a full or partial refund, according to the Platform's current policy.
- Non-refundable banking fees may be deducted from the refunded amount.
2.2 Late cancellation or no-show
If the Player cancels less than 24 hours before or does not show up:
- There will be no refund, except in exceptional cases evaluated by the Platform.
- The Game Master may receive the corresponding payment according to this Policy.
3. Cancellations by the Game Master
If a Game Master cancels a confirmed session, the Player will receive a full refund.
Penalties for Game Master Cancellations
- Withhold or not pay the commission to the GM.
- Apply internal penalties (for example, warnings or temporary suspension) in case of repeated cancellations.
Frequent cancellations affect the Player experience and the Game Master's visibility on the Platform.
4. Refunds and non-recoverable costs
- Payment processing costs (cards, international payments, and currency conversion) are not always recoverable.
- In case of refund, such costs may be deducted from the amount to be refunded, even if the refund is total.
5. Exceptional cases
The Platform may evaluate refunds outside this Policy in extraordinary situations, such as technical failures, verifiable emergencies, or force majeure.
Exceptional Cases Include
- Technical failures attributable to the Platform.
- Verifiable emergencies.
- Force majeure.
The Platform's decision in these cases will be final.
6. Impact on Game Master payments
- If a booking is refunded, the Game Master will not receive the corresponding payment, or said payment may be reversed.
- If payment has already been deposited, the Platform may compensate the amount with the Game Master's future income.
7. Disputes and chargebacks
In case of chargebacks initiated by the Player, the Platform may temporarily withhold related funds and the Game Master agrees to cooperate.
- The Platform may temporarily withhold related funds.
- The Game Master agrees to cooperate by providing necessary information.
- Costs associated with chargebacks may be deducted from the Game Master's corresponding amount.
8. Modifications to this Policy
The Platform reserves the right to modify this Policy, notifying users with reasonable advance notice.
Continued use of the Platform implies acceptance of the changes.