1. General Overview
We understand that plans change. This policy explains how cancellations, rescheduling, and refund requests are approached. The specific terms for your event are confirmed when you book and will be agreed to by both parties.
2. Booking Requests vs. Confirmed Bookings
An inquiry sent through our website, email, or phone is a request only. It does not reserve a date. A booking becomes confirmed only after we and the client agree on the service terms, as described in our Terms & Conditions. Because an inquiry is not a confirmed booking, there is nothing to cancel and no charge applies.
3. Cancellation Requests
To cancel a confirmed booking, email joshua.torres@wtflabgames.com as early as possible and include your name, event date, and event location. Any deadline that applies to cancellations will be disclosed and agreed to when the event is booked.
4. Rescheduling Requests
If you need a different date or time, please contact us as soon as you can. Rescheduling is subject to our availability and to the terms agreed for your booking. We will work with you in good faith to find a workable alternative.
5. Customer-Initiated Changes
Changes you request to group size, location, or scope may affect the quote. We will discuss any adjustment with you and confirm it before it takes effect.
6. Company-Initiated Cancellations
In rare cases we may need to cancel or reschedule an event, for example due to illness, a safety concern, or circumstances beyond our control. If that happens, we will contact you promptly and offer a reasonable alternative date or a refund of amounts paid to us for the affected service, as outlined in your booking terms.
7. Deposits and Prepayments
We do not apply a universal deposit or non-refundable fee. Whether a deposit or prepayment is required, and whether any portion is refundable, will be stated and agreed to before a booking is confirmed.
8. Refund Eligibility
Refund eligibility depends on the terms agreed at booking and on applicable law. Each request is reviewed individually. Eligibility may consider factors such as how far in advance the request is made, work already performed, and non-recoverable costs already incurred.
9. Refund Processing
Approved refunds follow the agreed booking terms and applicable law, and are returned through the original payment method where possible. We will confirm the amount and expected timing when we approve a refund.
10. Unexpected Circumstances
Events can be affected by severe weather, venue closures, emergencies, or other situations outside either party's control. In those cases we will communicate quickly and work with you on rescheduling or other fair arrangements in line with your booking terms.
11. Contact for Assistance
For cancellations, rescheduling, or refund questions, contact:
WTF Puzzle Lab LLC
Email: joshua.torres@wtflabgames.com
Phone: (951) 816-7099