Cancellation policy
Right of cancellation of the customer as a consumer
A cancellation can only be made by e-mail: info@urbanescape.ch.
Please include the following details in the email; it is best to reply to the confirmation email of your order:
- Your full name
- Name of the game
- Explanation of the reason why you want to cancel the game
A cancellation of a game can only take place under the following conditions:
- in case of one delivered voucher code per game: the delivered voucher code has not been redeemed in the URBANmission app yet
- in case of more than one delivered voucher code per game: none of the voucher codes has not yet been redeemed in the URBANmission app. if at least one voucher code has already been redeemed in the URBANmission app, the cancellation is not possible
- it takes place within 14 days from the date of purchase
Exchange
An exchange can only be made by email: info@urbanescape.ch.
Please include the following details in the email; it is best to reply to the confirmation email of your order:
- Your full name
- Order number
- Name of the old game
- Name of the new game
An exchange means that you want to replace the purchased game with another game.
An exchange of a game can take place only under the following conditions:
- in case of one delivered voucher code per game: the delivered voucher code has not been redeemed in the URBANmission app yet
- in case of more than one delivered voucher code per game: none of the voucher codes has not yet been redeemed in the URBANmission app. If at least one voucher code has already been redeemed in the URBANmission app, the game can no longer be exchanged.
An exchange will take place under the following conditions:
- If the price of the game that will be exchanged is cheaper than the price of the new game, the difference in price will be paid by the customer before the exchange is made
- If the price of the game to be exchanged is more expensive than the price of the new game, the customer will receive the price difference in the form of a voucher.
Change of the number of players
Changing the number of players can be done only by e-mail: info@urbanescape.ch.
Please include the following details in the e-mail; it is best to reply to the confirmation e-mail of your order:
- Your full name
- Order number
- Number of players booked
- Number of new players
A change in the number of players – a decrease in the number of players – can only take place under the following conditions:
- in case of one delivered voucher code per game: the delivered voucher code has not been redeemed in the URBANmission app yet
- in case of more than one delivered voucher code per game: none of the voucher codes has not been redeemed in the URBANmission app yet. If at least one voucher code has already been redeemed in the URBANmission app, the number of players can no longer be reduced.
The customer will receive a voucher in the value of the prize for the people who will not participate.
A change in the number of players – an increase in the number of players – must be communicated to us at least one working day before the planned game, so that the change can be processed. The additional amount for the new players must be paid before the game.