Reschedule, Cancellation & Refunds
Last updated 12 August 2026
Please use your walk within 48 hours of purchase. Plans changed, or the weather turned? Don’t worry — just contact us and we’ll reschedule you for free. We don’t offer refunds for a change of mind, but we’ll always put right anything that’s genuinely our fault.
Use your walk within 48 hours
A ticket is meant to be used within 48 hours of purchase. It’s a live, in-city experience, so we ask you to walk it soon after you buy — that keeps the case fresh and the landmarks and route current. If you can’t make that window, the next section is for you.
Need a different time? Reschedule — free
Can’t walk within 48 hours, or your plans changed? Email us before your window ends and we’ll reschedule your ticket at no charge. There’s no limit on reasonable requests — we’d much rather move your walk than have you miss it. Just tell us your ticket code and roughly when you’d like to go instead.
Weather or special circumstances
The weather, a family emergency, a change of travel plans — life happens. Contact us and we’ll extend your window or reschedule you. We’re reasonable about this; the 48-hour guideline is there to keep walks fresh, not to catch anyone out.
Refunds — change of mind
Because a walk is delivered to you digitally and can be played the moment you receive it, we don’t offer refunds for a change of mind — for example deciding not to go, buying the wrong city, or finding the puzzles too easy or too hard. Instead, we’ll happily reschedule you (see above). Buying the wrong city? Contact us and we’ll swap it.
If something is our fault
Refunds aren’t off the table when the fault is ours. You’re entitled to a full refund if:
- 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 reschedule or 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
Where a refund is due (the fault cases above), it goes back to your original payment method through our payment provider. Once we approve it, 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 offer you a reschedule or a full refund, your choice. If a payment is reversed or charged back, the associated ticket is deactivated.
Contact
support@dejacluecity.com · +91 9071278820 · Deja Clue City