REFUND & CANCELLATION POLICY

1. GENERAL PROVISIONS

1.1. Due to the digital nature of the products (instant electronic access provided immediately upon purchase), refunds and service validity are governed by a single, streamlined period of 1 (one) month (30 calendar days) from the payment date.

1.2. All refund requests must be submitted to the official customer support email: tbilisiquest@gmail.com.

2. CONDITIONS FOR A 100% REFUND

A Buyer is entitled to request a full refund within 1 (one) month (30 calendar days) from the date of purchase under any of the following conditions:

• 2.1. Unused Access: The quest has not been activated, and zero tasks/puzzles have been solved.
• 2.2. Format Testing: The quest was activated, but the Buyer decided not to continue after completing no more than 2 (two) tasks/puzzles out of the total quest route.
• 2.3. Technical Issues: Major technical disruptions on the Seller's platform prevent access or progress, and support cannot resolve the issue within 24 hours.

3. NON-REFUNDABLE CASES AND SERVICE EXPIRATION

A refund will not be issued, and the service is deemed completely rendered if:

• More than 1 (one) month (30 calendar days) has passed since the purchase date (after 30 days, access links expire and the service is legally considered fulfilled).
• The Buyer has completed 3 (three) or more tasks/puzzles in the quest.
• Issues are caused by the Buyer’s equipment or connectivity (lack of mobile internet, discharged phone, incompatible browser).
• External factors along the public walking route occur (weather, temporary street closures).

4. REFUND PROCEDURE AND TIMELINES

4.1. To request a refund, the Buyer must email tbilisiquest@gmail.com with the following information:

• Full name of the Buyer;
• Email address used during purchase;
• Order/transaction details;
• Reason for the refund request.

4.2. Refund applications are reviewed within 3 (three) business days.

4.3. Upon approval, funds will be refunded exclusively to the original payment method (bank card, Google Pay, or Apple Pay) used for the purchase.

4.4. The time required for the refunded amount to appear on the Buyer’s account depends on the issuing bank and payment system, typically taking 5 to 10 business days.

5. GIFT CERTIFICATES AND GIFT CODES

5.1. Only the person who actually paid for the quest (the Purchaser, i.e., the party who entered into the contract with the Seller) may request a refund. The Purchaser benefits from the statutory 14-day right of withdrawal under Directive 2011/83/EU, as further limited by the normal refund conditions set out in this Policy.

5.2. The recipient of a gift certificate or gift code does not acquire any independent right to request a refund of the quest. Since the recipient did not conclude the purchase contract and did not make a payment, they cannot claim a refund.

5.3. In all cases, any approved refund will be returned exclusively to the original payment method used by the Purchaser during the checkout process.

6. QUESTS SOLD THROUGH PARTNERS

6.1. If access to the quest was obtained using a certificate issued by a partner (tour operators, hotels, agencies), the purchase contract is concluded directly with that partner, not with the Seller. The partner sells the quest under their own terms and conditions and is solely responsible for their own refund and guarantee policies.

6.2. The platform does not process refunds for access obtained through partner certificates. The client must contact the partner from whom the quest was purchased to request a refund or exchange.

6.3. The Seller's money-back guarantee, as defined in this Policy, applies only to purchases made directly on the Seller's website.