Our Refund Policy
Refund Policy
At Rolldark, we aim to provide clarity, fairness, and transparency in all our refund processes. Our policies are designed to balance the needs of our customers with the commitments we make to our Game Masters, performers, and event organisers. Below are the details of our refund policy for private hire games, public games (online & in-person), and in-person events.
1. Private Hire Games
For private hire bookings, payments are securely held in escrow to ensure protection for both our customers and our Game Masters. We understand that plans can change, so our refund policy is as follows:
Full Refund: Cancellations made up to 72 hours before the scheduled start time are eligible for a 100% refund.
Partial Refund: Cancellations made within 24 to 72 hours of the scheduled start time are eligible for a 50% refund. This partial refund recognises the significant preparation, travel arrangements, and work commitments made by our Rolldark Game Masters to deliver your bespoke experience.
No Refund: Cancellations made less than 24 hours before the game's start time are not eligible for a refund due to the advanced preparation required.
Rescheduling: We offer a free rescheduling option if you’d prefer to change your booking to a new date instead of cancelling. No additional fees apply for rescheduling.
2. Public Games – Online & In-Person
For our public D&D games, we offer flexible booking options to accommodate changes in your schedule. Our refund policy for public games is as follows:
Full Refund: Cancellations made up to 72 hours before the scheduled start time are eligible for a 100% refund.
Campaign Tickets: If you purchase a campaign ticket and wish to cancel after attending the first session, you must submit a refund request within 24 hours of the session's conclusion. After the second session, no refunds will be issued for campaign tickets.
3. In-Person Events
In-person events, such as our immersive D&D festivals and bespoke roleplay experiences, require substantial preparation, logistics, and financial investment. Therefore, our refund policy reflects these considerations:
Full Refund: For cancellations made at least three months (90 days) before the event start date, a 100% refund will be provided.
No Refund: Cancellations made within three months (90 days) of the event start date are not eligible for a refund. This is because significant costs are incurred by this point, including venue hire, staffing, and custom event preparation.
4. 24-Hour Refund Guarantee
All customers are entitled to a full refund if a request is submitted within 24 hours of attending a game, performance, or event. To qualify for this guarantee, the request must be accompanied by relevant feedback and a valid reason for the refund request. Our aim is to uphold fairness while ensuring the feedback is legitimate and constructive.
If the 24-hour refund period has passed, we still strive to ensure customer satisfaction. In most cases, we will offer a free game or performance as a goodwill gesture where possible. This approach allows us to maintain fairness for both customers and our team while ensuring you still get value from your experience.
Need Help or Have Questions?
If you have any questions or need clarification about our refund policy, please reach out to us at info@rolldark.co.uk. We are here to ensure you have an enjoyable experience while maintaining fairness for all parties involved.
Thank you for choosing Rolldark — we look forward to providing you with unforgettable, immersive roleplaying adventures.