Cancellation policy
Consumer’s Right of Withdrawal
Completed orders are binding. A refund of the purchase price is excluded unless the customer is entitled to a right of withdrawal or refund under mandatory statutory provisions.
Where a right of withdrawal exists under mandatory statutory provisions, the applicable statutory provisions shall apply.
If you have a statutory right of withdrawal, you can exercise it using our electronic withdrawal function or by email to info@urbanescape.ch. To submit your withdrawal electronically, please use the “Withdraw from contract” form. After submitting the form, you will immediately receive electronic confirmation that your withdrawal declaration has been received. If you withdraw by email, please provide your full name and order number; the easiest way is to reply directly to your order confirmation email.
Irrespective of any statutory right of withdrawal, URBANescape voluntarily offers the following options for exchanging a mission or changing the number of players.
Use of the mission during the withdrawal period
Any statutory right of withdrawal can only be exercised as long as the purchased mission has not yet been used or activated.
By redeeming a voucher code in the URBANmission app and thereby accessing or using the mission, performance of the service is deemed to have begun. Once the mission has been played in full, the service is deemed to have been fully performed.
If several voucher codes for the same mission are issued as part of one order, use is deemed to have begun as soon as at least one of these voucher codes has been redeemed in the app. Withdrawal from the entire order is no longer possible after this point.
Exchange
An exchange can be requested by email at info@urbanescape.ch. We recommend replying directly to your order confirmation email.
Please provide the following information:
- Full name
- Order number
- Name of the game purchased
- Name of the new game you would like
An exchange is possible as long as the purchased mission has not yet been activated.
If multiple voucher codes have been issued for one order, an exchange is only possible as long as none of the voucher codes have been redeemed in the URBANmission app. Once at least one voucher code has been redeemed, an exchange is no longer possible.
If the new game is more expensive than the originally purchased game, the price difference must be paid before the exchange.
If the new game is less expensive, the price difference will be credited in the form of a voucher. The price difference cannot be paid out in cash.
The exchange option is a voluntary service provided by URBANescape and does not constitute a right to a refund of the purchase price.
Changing the Number of Players
A change to the number of players can be requested by email at info@urbanescape.ch. We recommend replying directly to your order confirmation email.
Please provide the following information:
- Full name
- Order number
- Number of players originally booked
- New number of players
Reducing the Number of Players
The number of players can be reduced as long as the mission has not yet been activated.
If multiple voucher codes have been issued for one order, the number of players can only be reduced as long as none of the voucher codes have been redeemed in the URBANmission app.
The corresponding amount for players who will no longer participate will be credited in the form of a voucher. This amount cannot be paid out in cash.
Increasing the Number of Players
An increase in the number of players must be communicated to us at least one business day before the planned game so that the change can be processed in time.
The additional amount for the new players must be paid before the game.