Refund policy

Last updated: [15/12/2025]

This Refunds Policy should be read alongside our Terms & Conditions. By booking an experience with Long Distance Experiences, you agree to the terms set out below.

1. Overview

Our experiences combine physical goods (experience boxes) with a live, time-specific digital service. Refund eligibility depends on whether boxes have been dispatched, whether the experience has taken place, and the nature of any issues encountered.

2. Cancellations Before Dispatch

  • Customers are entitled to a full refund if they cancel their booking before the experience boxes have been dispatched.

  • Once boxes have been dispatched, the booking is considered partially fulfilled.

3. Cancellations After Dispatch

  • If boxes have already been dispatched, a partial refund may be issued.

  • Any refund will be reduced by the cost of the boxes and postage.

4. Cancellations Within 24 Hours of the Experience

  • Cancellations must normally be made at least 24 hours before the scheduled experience time.

  • If cancellation occurs within 24 hours, no refund will be issued, unless:

    • One or both experience boxes have not arrived in time, in which case a free reschedule will be offered.

5. No-Shows & Late Arrivals

A no-show occurs if one or both participants fail to join the experience within 5 minutes of the scheduled start time.

  • If only one participant attends, the experience cannot proceed.

  • No refunds are issued for no-shows or late arrivals.

  • Customers may be offered the option to reschedule or cancel following a no-show. Partial refunds may be available if cancellation is chosen.

6. Rescheduling

  • Experiences may be rescheduled free of charge up to 24 hours before the scheduled start time.

  • Rescheduling requests within 24 hours may incur a fee.

  • If one or both boxes have not arrived by the scheduled experience time, customers may reschedule free of charge, even within the 24-hour window.

7. Platform or Host Issues

  • If the experience cannot proceed or is significantly disrupted due to a platform-wide outage or a fault on our side, customers will be offered an appropriate remedy, such as a free reschedule or a partial refund.

  • Where less than 50% of the experience is affected, a reschedule may be offered instead of a refund.

8. Customer Technical Issues

  • Refunds are not issued for disruptions caused by customer-side technical issues, including internet connectivity, device failure, or audio/video problems.

  • Where customer technical issues prevent participation in a significant portion of the experience (generally more than 50%), a reschedule may be offered at our discretion where reasonable.

9. Faulty or Missing Box Items

  • Any missing or faulty items must be reported to the host during the experience where reasonably possible.

  • Where it was not reasonably possible to identify the issue during the experience, customers should contact us promptly after the session.

  • Where a fault caused by us materially affects the experience, a partial refund may be offered proportionate to the impact.

  • Minor faults that do not materially affect gameplay do not entitle the customer to a refund.

10. Refund Processing

  • Refunds are issued to the original payment method.

  • Refunds are processed within 7 days of confirmation.

11. Statutory Rights

Nothing in this Refunds Policy affects your statutory rights under the Consumer Rights Act 2015.

Contact

For refund or rescheduling enquiries, please contact:

Email: info@longdistanceexperiences.com