Refund & Cancellation Policy
Clause 1 – Introduction
1.1 This Refund & Cancellation Policy ("Policy") applies to all purchases of digital access codes ("Codes") made through the official website xplore-me.com, operated by INTEGRIA LP, 5 South Charlotte Street, Edinburgh, EH2 4AN, Scotland, United Kingdom, registered in Scotland under Company No. SL037740, operating under the brand XploreMe! ("XploreMe!", "we", "our", or "us").
1.2 This Policy forms an integral part of our Website Terms & Conditions (Sales Terms). By completing a purchase on our Website, you agree to the terms outlined herein.
Clause 2 – Nature of the Product
2.1 All purchases on xplore-me.com consist of digital products — namely, unique access Codes granting entry to specific self-guided experiences, referred to as "Hunts" or "Xplorations."
2.2 Codes are digital content delivered electronically within twenty-four (24) hours after successful payment. Once delivered, the Code grants full access to the purchased Hunt / Xploration through the XploreMe! App.
2.3 Because these are digital products, there is no physical delivery and no return of goods.
Clause 3 – Right of Withdrawal (Consumer Contracts Regulations 2013)
3.1 Customers residing in the United Kingdom or the European Union generally have a statutory right to withdraw from online purchases within fourteen (14) days of the date of contract conclusion.
3.2 However, this right does not apply to digital content that has already been delivered, provided the Customer consented to immediate delivery and acknowledged the loss of the right to withdraw once delivery begins.
3.3 At the time of purchase, all Customers must confirm:
"I understand that my digital access code will be delivered within 24 hours and that I lose my right to withdraw once delivery begins."
3.4 Therefore, once the Code has been delivered (i.e. the email containing the Code has been sent), no statutory withdrawal or refund claim applies, except as expressly provided in this Policy.
Clause 4 – Refund Eligibility
Refunds may be granted only in the following circumstances:
- Non-delivery – if the Code was not received within 24 hours after purchase due to a verified technical failure;
- Duplicate payment – if you were unintentionally charged more than once for the same product;
- System error – if a confirmed fault within the XploreMe! platform prevented you from accessing your Hunt / Xploration.
Clause 5 – Refund Exclusions
Refunds will not be issued for the following reasons:
- Code expired before use;
- Incorrect location or misunderstanding of gameplay instructions;
- Incompatibility with a specific mobile device or operating system;
- Poor GPS reception, loss of network connectivity, or battery depletion during play;
- Change of mind after purchase;
- User error, such as deleting the Code or failing to enter it correctly;
- Weather conditions, personal scheduling conflicts, or inability to attend the selected location.
Clause 6 – How to Request a Refund
6.1 To request a refund, please contact us by email at info@xplore-me.com within fourteen (14) days from the date of purchase.
6.2 Include the following information:
- Full name and email address used for purchase
- Order ID or transaction reference
- Proof of payment (receipt or confirmation)
- A brief description of the issue
6.3 Once received, your request will be reviewed within ten (10) business days. If eligible, the refund will be processed through the same payment method originally used (Stripe or PayPal).
Clause 7 – Cancellations by XploreMe!
7.1 XploreMe! reserves the right to cancel an order and issue a full refund in cases including (but not limited to):
- Temporary or permanent unavailability of the purchased Hunt / Xploration;
- Incorrect pricing or technical errors on the Website;
- Fraudulent or suspicious payment activity.
7.2 If such cancellation occurs, we will inform the Customer promptly using the email address provided during checkout.
Clause 8 – Delivery Confirmation
8.1 Digital delivery is considered complete once the Code email has been successfully dispatched to the Customer's provided address.
8.2 XploreMe! is not responsible for undelivered emails resulting from incorrect addresses, spam filters, or inbox storage limits.
Clause 9 – Force Majeure
9.1 XploreMe! shall not be held liable for failure or delay in delivery or refund processing due to events beyond its reasonable control, including but not limited to technical outages, strikes, natural disasters, or governmental restrictions.
Clause 10 – Limitation of Liability
10.1 The total liability of XploreMe! under this Policy shall not exceed the purchase price paid for the specific Code in question.
10.2 This Policy does not affect mandatory consumer rights under applicable law.
Clause 11 – Amendments to This Policy
11.1 XploreMe! reserves the right to modify this Policy at any time, provided that such changes do not retroactively affect previously completed purchases.
11.2 The latest version will always be available at xplore-me.com/refund.
Clause 12 – Governing Law and Jurisdiction
12.1 This Policy is governed by and construed in accordance with the laws of Scotland.
12.2 Any disputes arising from or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Edinburgh, Scotland.
Clause 13 – Contact Information
INTEGRIA LP
Operating under the brand XploreMe!
5 South Charlotte Street
Edinburgh, EH2 4AN
Scotland, United Kingdom