Refund Policy

Overview

Unknown Sender tickets are valid for 90 days from the date of purchase and can be redeemed at any time within that window. If your plans change, you have flexibility, this page covers exactly how much and when.

Before you’ve started the game

If you haven’t redeemed the booking (i.e. you haven’t begun a session), you can:

• Request a full refund within 14 days of purchase for any reason, in line with UK Consumer Contracts Regulations. Email us and we’ll process it within 5 working days.
• Transfer your booking to another person at any time within the 90-day validity window. Email us with their name and email and we’ll reassign it.

After you’ve started the game

Once you press “Start” and the game begins delivering content, the ticket is considered used and is non-refundable. If you have a genuine reason you couldn’t continue, a technical fault, an unsafe situation, weather that turned dangerous, email us and we’ll look at it case by case.

If we cancel or the experience is unavailable

If we take the game you’ve booked offline temporarily (a location closes, a required venue is unavailable, etc.) before you’ve started, we’ll notify you and offer a full refund or an extension to your validity window, your choice.

If a live session is interrupted by a technical failure on our side, we’ll either restart the session at no extra cost or issue a full refund.

How to request

Email hello@unknownsender.co.uk with your booking code and a short explanation. We aim to respond within two working days.

Statutory rights

Nothing in this policy affects your statutory consumer rights under UK law.