find yourself puzzled?

  Puzzle Rides does not offer refunds on any ride, but will issue a store credit good for one year should you have to cancel at any time or if weather causes us to postpone due to safety reasons. Puzzle Rides that are canceled or rescheduled by the customer less than 48 hours before their booking time will be subject to a $50 rescheduling fee. Pub Crawls that are canceled or rescheduled less than 7 days before their booking time will be subject to a $50 rescheduling fee. Puzzle Relays that are canceled or rescheduled less than 7 days before their booking time will be subject to a $250 rescheduling fee. Any event in which an After Action was purchased that is canceled or rescheduled will be subject to a $500 rescheduling fee. We plan and staff our rides so our customers have an amazing experience. We appreciate your cooperation and understanding of this policy.

If you would like to purchase Enhanced Refund Protection for an additional cost at check out, please read all of our terms and conditions BEFORE purchasing. Please note that in any refund situation, booking fees and Refund Protection costs are NEVER refundable.

OPTIONAL ENHANCED REFUND PROTECTION

Available for purchase at time of checkout, the Optional Enhanced Refund Protection Add-On covers cancellation of an ENTIRE Booking for the following reasons:

● Illness / Injury preventing your party from making your trip
● Pre-existing Medical Condition preventing your party from making your trip
● Death of Immediate Family
● Flight disruption the day of booking
● Mechanical Breakdown the day of booking
● Adverse Weather Cancellations by Puzzle Rides
● Home Emergency preventing your party from making your trip

We may also consider other Emergency Circumstances at our absolute discretion and you will need to provide evidence for these circumstances. PLEASE NOTE ONLY ENTIRE PARTY CANCELLATIONS ARE COVERED BY THIS PROTECTION, AND COST OF PROTECTION AND BOOKING FEES WILL NOT BE REFUNDED. Individuals in a party who cannot attend are subject to our regular cancellation policy. You must read the General Conditions of Refund, and the individual reasons section below, for full information on what we will and will not refund for each reason.

General Conditions of Refund:

● We do not refund if there is any reason associated with a Communicable Disease (including Covid-19) pandemic or epidemic.
● Any reason for refund must not have existed, been known or reasonably foreseeable at the time you made the Booking.
● We do not refund if your Booking is no longer wanted or needed, including a “change of plans”.
● We do not refund if less than half your party is affected; store credit will be issued for those unable to attend.
● If you are a no show, no refunds will be made and no vouchers will be issued.
● You must make all arrangements to arrive on time to attend the Booking.
● You must take all reasonable precautions or make reasonable alternate arrangements to prevent or reduce any refund request.
● You will be asked to provide supporting evidence at your own expense (doctor’s note, etc). We do not issue refunds where you cannot provide sufficient supporting evidence.

Requesting a Refund

To apply for a Refund you must complete the Refund Application Form at the end of this page as soon as you know you cannot attend the Booking and up to 30 days after the Booking. Please note that we do not refund the cost of the enhanced protection or booking fees when processing your refund.

Illness/Injury means an Illness or accidental Injury to you or member of your party causing you to cancel your trip to the area or illness or accidental injury to you or a member of your party within 48 hours of your Booking.

What we do not refund:

When you cannot provide evidence that the person affected is within the group due to attend the Booking.

When you have not been physically examined by a doctor prior to the date/time of the Booking.

Evidence required:

Doctor’s note or Medical Certificate confirming:

● details of the illness or injury,
● the date it first occurred,
● that it prevents you from attending the Booking.
● In case of Covid-19 illness, proof of a positive test by each person with the majority of persons in the booking testing positive.

Pre-existing Medical Condition means a physical or mental health condition that you were aware of at the time you made the Booking that would not normally prevent you from attending the Booking.

What we do not refund:

Where guidelines for your pre-existing medical condition would normally prevent you from attending the Booking.

Evidence required:

Doctor’s note or Medical Certificate confirming:

● details of the illness,
● the date it changed,
● that it prevented you from attending the Booking.

Death means your death any time prior to the Booking or the death of an immediate family member or any person(s) in the group due to attend the event with you, up to 4 weeks prior to the date of the Booking.

What we do not refund:

Where you cannot provide evidence that the person was within your immediate family or in the group due to attend the Booking.

Evidence required:

A death certificate.

Flight disruption means cancellation or significant delay of flight(s) on the day of the Booking which you were unaware of before the date of the Booking, that prevents you from attending your Booking. We do not refund for flight disruptions prior to your actual date of booking.

What we do not refund:

● If your flight is cancelled or postponed any day before your Booking.
● If you were aware of the disruption prior to the date of the Booking and did not make reasonable suitable alternative travel arrangements.
● If there is a financial failure of any Transport provider.
● If the purpose or reason for which you booked your flight in order to attend has altered or been cancelled.

Evidence required:

A copy of your airline ticket and notice of cancellation from the airline.

Mechanical Breakdown means in the 24 hours prior to the Booking, the mechanical breakdown, accident, fire or theft of a vehicle taking you to the Booking.

What we do not refund:

● If you did not leave sufficient time to travel to the Booking.
● If you did not make reasonable alternative arrangements to attend the Booking with any vehicle you plan to use during the Booking.

Evidence required:

Breakdown – A copy of the call out note from your breakdown recovery service. An incident number or report from the Police or relevant traffic authority.

Adverse Weather means ONLY when Puzzle Rides has canceled or postponed the booking due to high heat or inclement conditions (such as, but not limited to, rain, lightening, snow, sleet, wet roads.)

What we do not refund:

When we do NOT cancel the Booking, and you decide not to show up.

Evidence required:

None is required when Puzzle Rides cancels a Booking

Home Emergency means a Burglary, Fire, Malicious Damage or Flood at your main private residence within 48 hours immediately before the Booking, of which you were unaware of the time of making the Booking.

What we do not refund:

Any Home Emergency for which you cannot provide Evidence as below.

Evidence required:

● Burglary, Flood, Malicious Damage – A Police reference number or evidence from the submission of a claim to your home insurance company.
● Fire – A report from the fire service and/or police.

Emergency Circumstances means an unforeseen circumstance completely outside your control and of no fault of yours. The decision to refund is entirely at the discretion of our Customer Experience Team. We will consider these circumstances and have no obligation whatsoever to provide a refund.

What we do not refund:

We do NOT refund for individuals who cannot show up for any reason, and our standard cancellation policy applies in those cases.  We do NOT refund for a “change of plans”, business or personal.

Evidence required:

Any evidence requested by our Customer Experience Team to verify the emergency circumstances.

Specific reasons where refunds will not be provided:

We do not refund for non-Attendance of a Booking directly or indirectly associated with:

● actual or perceived: wildfires, volcano eruption, tsunami, earthquake; war, hostilities, civil commotion; imprisonment, repatriation, deportation; poisonous biological materials, radioactivity; Cyber Incident or Cyber Act; state property seizure;
● failing to comply with any law;
● Failure to communicate that you will not be attending the Booking.

Definitions

The following words or phrases have the meaning shown below wherever they appear in bold in this document.

We/Us/Our – We are Puzzle Rides with whom you made the Booking.

You/Your/Yourself – A person who has made a Booking alone or as part of a group with us.

Armed Forces – Naval Service, Marines, Army or Air Force.

Attend – participate in, take part in, use, or be present at.

Booking – The pre-planned and pre-booked service(s) transacted with us by you. PLEASE NOTE this protection is only applicable if the ENTIRE BOOKING is canceled. Individuals are subject to our regular cancellation policy.

Communicable Disease – means any disease capable of being transmitted from an infected person or species to a susceptible host, either directly or indirectly, that has caused quarantines or restriction of movement of people.

Doctor – A qualified medical practitioner registered and licensed with a recognized professional body. A doctor cannot be you or a member of Your family.

Emergency Services – Police, Fire and Rescue Service or other Emergency Services.

Immediate family – Your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother or grandfather, or stepfamily.

Paying Party – Any organization or body who has a legal liability to pay compensation for the failure of the service, against whom you have a right of refund.

IMPORTANT Any translation of this document from English is for assistance and information only. In event of a Refund Application the English language version shall be the basis of settlement. All aspects of this document are subject to United States law and the jurisdiction of the United States courts.

This is not an insurance policy.

A Refundable Booking is an optional extension to Our standard Terms & Conditions of sale and trade, and it provides a refund for certain defined circumstances outlined in this document.

ENHANCED REFUND PROTECTION MUST HAVE BEEN PURCHASED AT THE TIME OF BOOKING. REFUND PROTECTION ONLY COVERS AN ENTIRE PARTY CANCELLATION, AND NOT INDIVIDUALS. IF YOU HAVE ANY QUESTIONS, PLEASE CONTACT US BEFORE PURCHASING!

REQUEST FOR REFUND