CITY SEEKERS — REFUND & RESCHEDULING POLICY
Last updated: 22 September 2026
This policy applies to City Seekers bookings unless different terms are clearly stated for a particular special event before purchase.
City Seekers is a trading name of Christopher Simon Heanue, a sole trader.
Business correspondence address: 33 Prospect Quay, 98 Point Pleasant, London, SW18 1PR
Email: info@cityseekers.co.uk
Cancelling for a refund
You may cancel your booking and request a refund up to 23:59 on the calendar day before your booked experience.
For example, if your booking is for Saturday, you may cancel for a refund up to 23:59 on Friday.
Cancellations made on the date of the booked experience are normally non-refundable.
Once an experience has begun, refunds are not normally available simply because a player changes their mind or chooses not to complete the route.
This does not affect your statutory rights where a service has not been provided in accordance with applicable consumer law.
14-day cooling-off period
City Seekers experiences are leisure activities booked for a specific date or period of performance.
The statutory 14-day cancellation right that applies to many online purchases does not normally apply to this type of booking.
City Seekers nevertheless provides the cancellation right described above as part of our own booking policy.
Rescheduling
You may reschedule your booking up to 30 minutes before your booked start time.
There is currently no limit on the number of times you may reschedule, subject to availability.
You can reschedule using any rescheduling facility provided with your booking or by contacting City Seekers.
Requests received less than 30 minutes before the booked start time may not be accepted.
If City Seekers cancels
If we cancel your experience, you will be offered your choice of:
- rescheduling to another available date; or
- receiving a refund for the affected booking.
Severe weather
City Seekers normally operates in ordinary wet or cold weather.
If conditions become sufficiently severe that we reasonably consider the experience unsafe or impractical, we may postpone or cancel it.
If we cancel, the choice of rescheduling or refund described above will apply.
Technical failures
If a failure within City Seekers' systems materially prevents your team from completing the experience and we cannot reasonably restore the service, we will offer an appropriate remedy, which may include a rescheduled game or refund.
Refunds are not normally provided where the problem is caused solely by the player's own phone, battery, internet connection, WhatsApp account or other equipment.
Refund payments
Approved refunds will normally be returned to the payment method originally used for the booking.
The time taken for the money to appear in your account may depend on your bank or payment provider.
For help, contact: