Refund Policy
UrbanFox is a paid digital experience. This policy outlines the conditions under which refunds may or may not be granted. Our general position is that once paid access has been activated or the experience has started, refunds are typically not available.
1. When Refunds are Not Available
We do not offer refunds for a "change of mind" or user-side issues once the experience has been engaged. This includes, but is not limited to:
- Activation: Activating an access code or starting the hunt.
- Engagement: Using the website/web app to begin gameplay or progressing through clues.
- User Choice: Deciding not to continue, failing to finish, or personal scheduling conflicts.
- External Factors: Weather preferences or lack of personal availability.
- Technical Constraints: Issues with your specific device, battery life, mobile data, or connectivity (provided our service is otherwise operational).
2. Technical Issues (Our Side)
If a major technical problem occurs on our end that prevents reasonable access to the experience, we may, at our discretion, offer the following:
- Technical support to resolve the hurdle.
- Extension of your access window.
- A partial or full refund where appropriate.
3. Requests Before Activation
If you have purchased access but have not activated the code or started the experience, you may contact us. We will consider refund requests on a case-by-case basis, depending on the circumstances and applicable law.
4. How to Request Support
To submit a request, please email us at support@urbanfox.app. To help us process your request quickly, please include:
- Your Name
- Team Name (if applicable)
- Date of Purchase
- Access Code
- A brief description of the issue
5. Your Legal Rights
Nothing in this policy limits or excludes any rights you may have under New Zealand law (including the Consumer Guarantees Act) that cannot be legally excluded.