Cancellation & Refund Policy

1. Purpose of This Policy

This Cancellation & Refund Policy explains how Mindquest Play handles cancellation, rescheduling, refund requests, missed sessions, technical interruptions, recurring programs, custom preparation, and cancellations initiated by Mindquest Play.

Because facilitated programs require scheduling, preparation, and reserved facilitator capacity, the amount of notice given and the work already completed can affect available remedies.

2. Engagement-Specific Terms

A proposal, invoice, booking confirmation, recurring-service confirmation, or other written agreement may contain cancellation or refund terms that are specific to a particular service. When those specific written terms differ from this general policy, the engagement-specific terms control for that engagement.

3. Client Cancellation Before Preparation Begins

If a client requests cancellation before material preparation begins and before meaningful facilitator capacity has been reserved, we may be able to provide a refund or credit subject to any non-refundable third-party fees, payment-processing restrictions, or engagement-specific terms.

Whether preparation has begun depends on the service and can include program design, activity selection, session planning, facilitator scheduling, platform setup, customization, participant planning, or creation of client-specific materials.

4. Client Cancellation After Preparation Begins

Once meaningful preparation has begun, fees attributable to work already performed may be non-refundable. This can include planning time, custom activity design, program adaptation, facilitator preparation, document creation, internal coordination, and third-party costs incurred for the engagement.

Any remaining unearned portion will be evaluated based on the confirmed scope and the circumstances of the cancellation.

5. Short-Notice Cancellation

A cancellation received close to the scheduled session may be subject to greater restrictions because facilitator capacity and preparation time have already been committed and may not be reasonably rebooked.

Short-notice cancellation does not automatically create a right to a full refund even if the live session has not yet occurred.

6. Rescheduling Requests

We will make reasonable efforts to accommodate a rescheduling request when sufficient notice is provided. A new date is subject to facilitator availability, platform availability, and any time-sensitive preparation already completed.

A rescheduled service may need to occur within a reasonable period after the original date. Repeated rescheduling may require a new booking, additional fee, or updated scope.

7. Changes to Group Size or Format

A material change in participant count, session duration, learning objective, platform, delivery format, or program requirements can affect preparation and pricing. A request to materially change the engagement is not necessarily treated as a simple rescheduling request.

We may provide revised pricing or propose a different service when the requested change substantially changes the work required.

8. Custom Virtual Events and Custom Programs

Custom virtual game events, custom-designed activities, corporate packages, facilitator training, and other tailored engagements can require substantial preparation before the scheduled delivery date.

Fees for custom work already completed are generally not refundable merely because the client later decides not to proceed with the live delivery.

9. Consultations

For hourly or scheduled consultations, cancellation and rescheduling depend on notice and on whether preparatory work has already been performed. If a consultation includes research, review, document preparation, or custom planning before the meeting, that completed work may remain billable.

10. Recurring Monthly Services

Monthly team engagement programs and ongoing learning or facilitation support may be cancelled for future service periods subject to the notice arrangement stated in the recurring-service confirmation.

Fees for a service period that has already begun may remain due when work has been performed, facilitator capacity has been reserved, or scheduled deliverables are already in progress.

11. Corporate Learning Packages

Multi-session corporate learning packages may allocate preparation across several sessions. Cancellation of one session does not necessarily create a pro rata refund if preparation, design, or reserved capacity supported the package as a whole.

We may offer a revised schedule, service credit, or other reasonable adjustment depending on the circumstances and remaining scope.

12. Educational Group Programs

School or educational group programs may involve calendar coordination, participant planning, facilitator preparation, or specific timing requirements. Organizers should provide cancellation or schedule changes as early as practicable.

Where a program involves minors, cancellation by a school, parent, guardian, or responsible organizer is handled under the same general principles of notice, preparation completed, and reserved capacity.

13. Client No-Show

If a client or group does not attend a confirmed session and does not provide timely notice, the service may be treated as delivered for billing purposes because facilitator time and session capacity were reserved.

We may, at our discretion, offer a new date or partial credit, but a no-show does not automatically qualify for a refund.

14. Late Arrival

If participants arrive late, the session may still end at the originally scheduled time. A shortened session caused by participant delay does not ordinarily create a refund right.

An extension may be offered only when facilitator availability and the surrounding schedule permit.

15. Technical Problems on the Client Side

Technical problems involving a participant’s device, microphone, camera, browser, local network, firewall, corporate security setting, unsupported software, or internet connection do not automatically create a refund right.

We may attempt reasonable troubleshooting or adapt the activity, but the client is responsible for ensuring participants have compatible technology and sufficient connectivity.

16. Technical Problems Within Our Reasonable Control

If a material technical issue within our reasonable control prevents a substantial portion of a paid service from being delivered, we may reschedule the affected portion, provide a service credit, provide an alternative format, or issue an appropriate refund for the undelivered portion.

The remedy will be determined based on the duration of the interruption, whether meaningful service was delivered, and whether a reasonable replacement can be provided.

17. Third-Party Platform Outages

If an independent video conferencing, collaboration, scheduling, or other third-party platform becomes unavailable, we may attempt to move the session to another reasonable platform or reschedule.

A third-party outage outside our reasonable control is not automatically treated as a cancellation by Mindquest Play when a reasonable alternative can be provided.

18. Cancellation by Mindquest Play

If we cancel a paid service and cannot provide a reasonable replacement date or equivalent alternative, we will refund the amount paid for the cancelled and undelivered portion.

We may cancel or end a service without a guaranteed refund when necessary because of unlawful activity, serious harassment, threats, unsafe conduct, repeated material disruption, misuse of proprietary materials, or another material violation of the Terms of Service.

19. Facilitator Illness or Emergency

If a facilitator becomes unavailable because of illness, emergency, or another unexpected event, we may provide a substitute facilitator where appropriate or offer rescheduling.

If neither option is reasonably available, the undelivered portion of the paid service may be refunded.

20. Weather, Infrastructure, and Events Outside Reasonable Control

Severe weather, regional power failure, widespread internet disruption, natural disaster, public emergency, government action, or similar event may make delivery impractical.

In such circumstances, the first remedy will generally be reasonable rescheduling or an alternative delivery arrangement. Refund eligibility will depend on whether the service can reasonably be provided later.

21. Refund Method

When a refund is approved, it will ordinarily be returned through the original payment method or another reasonable method agreed with the client, subject to the capabilities and rules of the payment provider.

Processing time can depend on the payment provider, bank, and payment method and may continue after Mindquest Play has initiated the refund.

22. Non-Refundable Third-Party Costs

Third-party costs that were specifically incurred for the client and cannot reasonably be recovered may be excluded from a refund when they were disclosed or reasonably necessary to perform the confirmed scope.

23. Service Credits

In appropriate circumstances, we may offer a service credit or rescheduled session instead of a cash refund. A credit may have reasonable usage conditions or a validity period communicated when it is issued.

24. How to Request a Cancellation or Refund

A request should identify the client name, organization or group if applicable, service, scheduled date, invoice or booking reference if available, and the reason for the request.

We may ask for additional information reasonably necessary to determine preparation completed, attendance, service delivery, payment status, and the applicable engagement terms.

25. Review of Requests

Refund and cancellation requests are reviewed based on the specific engagement, amount of notice, work completed, facilitator time reserved, materials prepared, third-party costs, prior rescheduling, service actually delivered, and applicable legal requirements.

Approval or denial in one situation does not create a general rule for a materially different engagement.

26. Changes to This Policy

We may update this Cancellation & Refund Policy when services, scheduling practices, payment arrangements, or operational requirements change. The date shown at the top identifies the current website version.