Bookings
Move or cancel for free until 24 hours before your story starts, in My stories. Refunds go back to your card and can take 5 to 10 days to appear.
Within 24 hours of the start, or once it's started, you can't cancel. You can still text PAUSE at any time.
If you booked with a gift code and cancel in time, the code works again.
Group bookings
The organiser can move or cancel the whole group. We'll tell the players who've joined.
If someone drops out, the story adapts to the players who are there. We can't refund individual places once the story has started.
Gifts
An unused gift can be refunded, sent to someone else, or kept as credit. Ask us, or use My stories.
When it's our fault
If a story doesn't run properly because of a fault on our side, contact us. We'll rerun it, or refund you.