Every mystery is written to order, so the rule is simple: you have 30 days from your purchase to ask for a refund, as long as you have not yet opened your party materials — on screen or as a download — and have not run the game on phones.

What counts as used

Opening or viewing any of your materials online counts as receiving the goods, exactly like downloading them. That includes the story, the host guide, the character dossiers, the clues, the invitations and the sealed reveal — whether you read them on screen, preview a file or save it. So does playing the mystery digitally. Once any of that has happened the mystery has been delivered and cannot be returned, in the same way a book cannot be unread. By opening your materials you agree that delivery has begun and that your right to change your mind ends at that point.

Inside 30 days, nothing opened or played

Email us at hello@customkillerparties.com with the email address you paid with and we will refund you in full. Refunds go back to the original payment method and usually appear within five to ten business days.

Upgrades

When you move up a package you only ever pay the difference — never a second full price, and never per guest. The same 30-day rule applies to that difference, provided the new materials have not been opened, viewed or downloaded and the game has not been played.

Something went wrong

If your mystery arrived broken, incomplete or unusable, write to us regardless of downloads. We would rather fix the party or give your money back than have you host something that does not work.

Who you are paying

Payments are handled by Paddle, our reseller and merchant of record. Your receipt and any refund will come from them, and your card details are never stored by us.