Cancellations And Refunds

We want you to have a fair and enjoyable experience with Laneway Mysteries. This policy explains what happens when plans change or a game cannot be completed as expected.

 

 

Because Laneway Mysteries games are self-guided, you do not need to play at a fixed time unless your booking or product description states otherwise. You can learn more about this on our How To Play page

 

If you cannot play on your intended date, you may generally use your game on another suitable date during its stated validity period, which is 6 months from the purchase date. Please check the relevant game page or purchase confirmation for any expiry date or special conditions.

 

 

We are not required to provide a refund where you simply change your mind, choose not to play, select the wrong game or cannot attend because of personal circumstances.

 

However, please contact us before accessing or starting the game. Where the game has not been accessed, activated or started, defined as moving past the first page of the game, we may, at our discretion:

 

– transfer your purchase to another available game;

– extend its validity period;

– issue a credit; or

– provide a refund.

 

Any discretionary remedy will depend on the circumstances and is not guaranteed.

 

 

Our games take place outdoors, so players are responsible for checking the forecast and choosing suitable weather conditions.

 

Rain, heat or other ordinary weather conditions do not automatically entitle you to a refund. You may usually postpone your game and play on another suitable day during its validity period.

 

Contact us if severe weather warnings, emergency conditions or official access restrictions make the route unsafe or unavailable. We will assess the circumstances and may offer an extension, alternative game, credit or refund where appropriate.

 

 

Construction, events, damaged landmarks or restricted access may occasionally affect part of a route.

 

If a location is temporarily unavailable, you can use the reveal answer button to keep playing

 

Where a significant part of the game cannot be supplied and we cannot provide an appropriate alternative within a reasonable time, please contact us for a replacement, credit, or refund. Your consumer rights will not be affected. 

 

 

If moving a few metres and retrying doesn’t resolve the issue (it’s usually a signal problem), please visit our contact page to let us know.

 

We may ask for reasonable information—such as your order number, device type or a screenshot—to help identify and resolve the issue.

 

Depending on the nature of the problem, we may restore access, provide an alternative, or issue a refund. A refund will not ordinarily be available where the problem is caused by circumstances outside our control, such as:

 

– a device with insufficient battery power;

– incompatible or outdated customer software;

– incorrect login information supplied by the customer; or

– failure to follow the stated game requirements.

 

This does not limit any rights you may have under the Australian Consumer Law.

 

 

If we cancel a game or permanently withdraw access before you have played it, we will offer an appropriate remedy. This may include transferring you to another game, issuing a credit or providing a refund.

 

We will not require you to accept a credit instead of a refund where you are legally entitled to a refund.

 

 

Our games and services come with guarantees that cannot be excluded under the Australian Consumer Law.

 

Nothing in this policy excludes, restricts or modifies any right or remedy available to you under the Australian Consumer Law. Where there is a major problem with a service, you may be entitled to cancel the service and receive a refund for the unused portion. For a minor problem, we may first have an opportunity to fix the problem within a reasonable time.

 

We aim to acknowledge requests within 2 business days. Approved refunds will be returned to the original payment method where reasonably possible. Processing times may vary depending on your payment provider.

 

Last Updated 03/08/26