Terms of service
Last updated 7 August 2026.
All sales are final. We do not issue refunds.
Every payment made to RealTimeEscape is non-refundable. This applies to every seat, every booking, every payment method and every circumstance — including a game that does not work properly.
If something goes wrong badly enough that the experience is significantly compromised, we make it right with account credit, not money back. Credit lets you play the game again once the problem is fixed, or spend it on any other game in our catalog, now or later.
Credit is never converted to cash, and money is never returned to your card. If that is not acceptable to you, please do not purchase. By completing checkout you are agreeing to this specific term.
1. What you are buying, and why it works this way
You are buying a seat in a premium beta experience. RealTimeEscape runs real-time multiplayer 3D worlds inside an ordinary web browser, with live voice, an authoritative game server and an automated operator — and it does that at the frontier of what browser-based interactive entertainment can currently do.
Work of this kind, at this stage, sometimes has problems. A puzzle can behave in a way we did not anticipate. A connection can drop. A piece of audio can fail to play. We test hard and we fix fast, but we are not going to pretend to you that a product on this frontier is flawless, and we price and structure the offer honestly on that basis.
That is the trade. You get access to something genuinely new, earlier than you otherwise would, at $20 a seat. We get the freedom to build ambitiously without every rough edge becoming a chargeback. A no-refund policy is the term that makes that trade possible, and every remedy we offer sits inside it.
2. What we do when something goes wrong
Our obligation to you is not a refund. It is to get you a working, enjoyable game.
Every session is recorded in detail (see Privacy and section 4 below). When you report a problem, we replay what actually happened in your session and assess how much it affected your experience. That assessment produces one of three outcomes:
The experience was significantly compromised — you could not finish, a puzzle became unsolvable, the game server failed, or a defect cost you enough of the clock to change the outcome. Every player in the session receives credit equal to what they paid, usable on a replay or on any other game.
Something disrupted you but the game remained winnable. Where we can, we compensate inside the session as it happens — freezing the clock while a problem is resolved, or adding back time a defect consumed. Where that was not possible, we may issue partial credit after the fact.
A cosmetic glitch, a brief hitch, an audio line that did not fire. We are genuinely sorry, we log it against the exact moment it happened, and we fix it — but it does not carry credit. Small imperfections are part of what a premium beta is.
Report an issue from your debrief page or by emailing support within 7 days of the session. We aim to respond within one business day. Our determination of severity is final, but tell us if you think we got it wrong — we would rather look again than lose you.
3. How credit works
- Credit is issued in dollars and applies against the price of any seat.
- It can be spent on a replay of the same game or on any other game we release.
- It does not expire.
- It can be used to cover seats for other people in your group.
- It has no cash value, cannot be withdrawn, cannot be transferred to another account, and will never be paid out as money — including if you close your account.
4. We record your sessions
To make section 2 work, we record what happens in your game: every puzzle interaction, every input, the full state of the ship, and — where you have consented — your team voice audio. This is what lets us prove what went wrong instead of guessing, fix it properly, and judge your report fairly rather than on vibes.
Voice recording is opt-in and is confirmed by every player before the game starts. You will always know when it is on, and you can decline it and still play. If you decline, we can still investigate an issue from your gameplay and input records — voice simply makes the picture more complete.
Recordings are used for troubleshooting, for assessing issue reports, and for improving the games. They are not sold, not used for marketing without separate explicit consent, and are deleted on the schedule described in our Privacy policy.
5. Cancelling and rescheduling
You can reschedule a booked game to a different time at no charge, as often as you like, up until it starts. Rescheduling moves your seats; it does not refund them.
If you cancel outright, or simply do not show up, the payment is not returned. It stays on your account as credit and you can use it whenever you are ready.
6. What we require of you
Do not attempt to break, reverse-engineer or interfere with the game server or another player’s session. Do not resell seats. Do not use credit or issue reports dishonestly — reports we determine to be fraudulent forfeit the credit and may close your account.
Be decent to the people you are playing with. Team voice is between you and your own group, and we are not moderating it.
7. What we do not promise
We do not promise the game will run on every computer ever made. The requirements page and the lobby checks tell you the truth about your machine before you play — please use them. A machine that fails those checks and then performs badly is not a qualifying issue.
We do not promise your group will escape. That is rather the point.