Refund Policy

We want you to enjoy our games. This policy explains when refunds are available for our online escape rooms and our PDF game kits. It does not affect your statutory rights as a consumer under the Consumer Rights Act 2015.

Online escape rooms

Because an online escape room is digital content delivered by a unique access link, our refund position is based on whether you have started the game:

• You may request a refund within 30 days of purchase, provided you have not yet started the game. Opening your access link to view the game details is fine; what matters is whether you have actually begun playing. We can verify this from our records.
• Once the game has been started, it has been supplied to you and is no longer eligible for a refund, except where there is a fault on our side or you have a statutory right to one.
• To request a refund, email support@lumenandlock.co.uk with your order details (the email address used at purchase helps us find your order quickly).
• Approved refunds are processed within 14 days, to your original payment method via Stripe. The time for the money to appear in your account is then determined by your bank or card provider.

If you experience a technical problem that prevents you from playing, please contact us before requesting a refund. In most cases we can resolve the issue or reissue your access.

PDF game kits

PDF game kits are sold through our Etsy shop, and Etsy’s terms apply at the point of sale. Because they are digital files that cannot be returned, all sales are final once purchased. If you have trouble accessing your file, or you believe there is a problem with the product, please contact us and we will help put it right.

Our Etsy shop is coming soon.

Your statutory rights

Nothing in this policy limits your legal rights, including your rights in respect of digital content that is faulty, not as described, or not fit for purpose under the Consumer Rights Act 2015.