Refund Policy

If something breaks on our end, we refund you fully and quickly. Below is when and how.

Eligible refunds

• Full refund within 24h of purchase if you haven't started the experience (i.e. you haven't tapped "Start" on the first step). Cancel for any reason — change of plans, weather, didn't mean to buy, anything.
• Full refund if our system fails — narrator stops responding, access link doesn't work, server outage during your walk. Tell us what happened and we'll refund and apologize.
• Partial refund on a case-by-case basis for major issues you encounter mid-experience (e.g. you completed only 25% before bailing because of a technical fault on our side).

Not eligible

• Personal decision to stop the experience halfway because you didn't enjoy it. We'd still love to hear why — feedback is free.
• Weather (we recommend checking the forecast; we can extend your 30-day window if you ask).
• Not being in NYC. Your access link doesn't expire until you tap Start, so you can hold onto it for up to a year.
• Refund requests received more than 30 days after first use.

How to request

Processing time

We respond within 24 hours and process refunds within 48 hours. The money typically shows up in your bank statement 3-5 business days later, depending on your bank.

Bookings via third-party platforms

If you booked StoryHunt through TripAdvisor, Viator, or another OTA, their cancellation policy applies for the refund. Email us first — we'll either process it directly or point you at the right contact.

Disputes

If you dispute a charge with your bank without contacting us first, we'll just process the dispute and pay the bank's fee. We'd rather you email us and skip the headache.