Legal
Version 1, effective 13 August 2026. This policy explains cancellation and refund rights for PuzzleDuck digital hunt purchases and group bookings.
This policy is part of your agreement with PuzzleDuck Ltd, registered in England and Wales under company number 11469979. It does not reduce any statutory consumer rights. For a cancellation, refund, or reschedule request, email hello@puzzleduck.co.uk and include your order number or booking reference.
Consumers normally have 14 days from the day after the contract is made to cancel an online purchase. For digital content, that right may end once supply begins only if you expressly asked for immediate access and acknowledged that you would lose the cancellation right. We will only treat that right as lost where the legal requirements have been met. To cancel, email us before the applicable period ends with a clear statement that you wish to cancel.
If you validly asked us to supply the hunt immediately and acknowledged the effect on your cancellation right, a change-of-mind refund will not normally be available after supply begins. If those requirements were not met, or the law gives you another remedy, your statutory rights continue to apply. Starting or completing a hunt never removes rights relating to faulty digital content.
Digital content must be as described, fit for purpose, and of satisfactory quality. If a fault on our side prevents access or materially stops you completing a paid hunt, contact us so we can investigate and repair or replace the service within a reasonable time and without significant inconvenience. If that is not possible or does not resolve the problem, you may be entitled to a price reduction or refund as required by law.
If a closure, safety issue, or change under our control means a paid hunt cannot reasonably be supplied as described, we may offer a suitable replacement, reschedule, credit, price reduction, or refund depending on the circumstances and your legal rights. We will not require you to continue where conditions are unsafe.
A bespoke or managed group booking may have cancellation and rescheduling terms in its accepted quote or booking confirmation. Those terms may fairly reflect custom work already completed and costs we cannot recover, provided they were disclosed before booking. Your statutory rights still apply. Contact us early if weather, access, or practical conditions may affect the agreed date so we can discuss the available options.
Email hello@puzzleduck.co.uk with your order number or booking reference, the hunt, purchase date, what happened, and the remedy you are requesting. We may ask for reasonable information needed to identify the order or investigate a fault. We will explain the outcome and any next steps.
Approved refunds are returned to the original payment method unless the law permits and you agree another method. We will process the refund within the timeframe required by law; your bank or payment provider may take additional time to show it. A support review does not automatically cancel access or move money until the refund is approved and processed.
Nothing in this policy excludes a remedy that consumer law gives you. If you are unsure which part applies, contact us and describe the purchase and issue. You can also seek independent advice from Citizens Advice or the consumer service that applies where you live.
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