Refund Policy
Last updated: April 2026
At Stones & Stories, we want you to have an amazing experience. If something isn't right, we'll do our best to make it right. This policy explains when and how you can request a refund.
Your Legal Rights
Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Before You Start Your Hunt
If you have purchased an access code but have not yet started the treasure hunt (i.e., you have not entered your code and begun playing), you are entitled to a full refund within 14 days of purchase. This is your statutory cooling-off period for online purchases.
To request a cancellation, please email us at support@stonesandstories.co.uk with your access code and the email address used at purchase. We will process your refund within 14 days to your original payment method.
After You Start Your Hunt
Once you enter your access code and begin playing the treasure hunt, you have consented to the digital service being provided and your right to cancel under the 14-day cooling-off period no longer applies.
However, we understand that things can go wrong. We will consider refund requests on a case-by-case basis in the following circumstances:
Technical issues preventing play
If a technical fault with our app prevents you from completing the hunt and we are unable to resolve the issue within a reasonable timeframe, we will offer a full refund. Please contact us with details of the problem, including screenshots if possible.
Service not as described
If the treasure hunt experience is significantly different from what was described on our website, you may be entitled to a full or partial refund under the Consumer Rights Act 2015.
Unable to start
If you arrived in Dartmouth and were unable to start the hunt due to a fault on our side (app not loading, code not working despite being valid), we will offer a full refund or a replacement code.
Partial completion due to circumstances beyond your control
If you started the hunt but were unable to finish due to a medical emergency or similar unforeseen circumstance, please contact us and we will consider your request individually. We may offer a partial refund or a replacement access code at our discretion.
Please note that refund eligibility reduces as you progress through the hunt, as more of the service has been delivered. As a guide:
- •Stops 1-2 completed: up to 75% refund considered
- •Stops 3-5 completed: up to 50% refund considered
- •Stops 6-8 completed: up to 25% refund considered
- •Stops 9-10 completed: no refund available — the experience has been substantially delivered
These are guidelines, not guarantees. Each request is assessed individually.
When We Cannot Offer a Refund
We are unable to offer refunds in the following circumstances:
- •You have completed 9 or more stops of the treasure hunt — the experience has been substantially delivered
- •You did not enjoy the experience but the service was delivered as described
- •You were unable to complete the hunt due to weather conditions (the hunt operates in all weather and you can pause and continue on another day using the same code)
- •Your access code has expired because it was not used within the 12-month validity period
- •You chose to skip stops using the GPS fallback option — the content was available and the service was delivered
Gift Purchases
If you purchased an access code as a gift, refund requests must come from the purchaser (the person who made the payment), not the recipient. The same refund conditions above apply.
How to Request a Refund
Email us at support@stonesandstories.co.uk with:
- •Your access code
- •The email address used at purchase
- •The reason for your refund request
We aim to respond to all refund requests within 48 hours. Approved refunds are processed within 14 days and returned to the original payment method.
Changes to This Policy
We may update this refund policy from time to time. Any changes will be posted on this page with an updated revision date.
Contact Us
If you have any questions about this policy, please email us at support@stonesandstories.co.uk
Stones & Stories
Dartmouth, Devon, United Kingdom