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Refunds & Cancellations
Last updated: September 18, 2025
Masqora sells digital stories, character add-ons and facilitator subscriptions. Because our products are delivered instantly we evaluate each refund request carefully to keep the experience fair for players and creators.
This policy explains when you can request a refund, how to contact us and what to expect during the review.
Eligibility overview
- Refunds are available for direct purchases made on masqoragames.com or inside the Masqora app. Purchases through Apple App Store or Google Play must follow the store rules.
- We can only work with the account holder or a legal guardian. Proof of purchase may be required.
- Requests must be submitted within 14 calendar days of the transaction unless consumer law in your region grants a longer period.
Scenarios eligible for refund review
- Technical issues on our side that prevent you from accessing the purchased digital content after reasonable troubleshooting.
- Accidental duplicate purchases for the same story, pack or subscription tier.
- Charges made without your authorisation (for example if your account was compromised).
Non-refundable situations
- Change of mind after the story or sessions have been downloaded, streamed or completed.
- Progress already consumed in a live mystery (for example, when you have hosted the majority of the scenes).
- Suspensions caused by breaches of the Terms & Conditions or community guidelines.
How to request a refund
- Email support@masqoragames.com from the address associated with your account.
- Include the order number, purchase date, product name and a short explanation of the issue.
- Attach screenshots or error logs if the problem is technical. This speeds up the investigation.
- We will acknowledge the request within two business days and update you on the outcome.
Processing times
We aim to resolve standard refund requests within 7 business days. Complex cases that require engineering review may take up to 14 business days.
Approved refunds are issued to the original payment method. Bank processing times may add a few additional days.
Chargebacks
Please contact us before filing a chargeback. When we receive a chargeback we must disable the associated Masqora content while the payment provider investigates.
Multiple chargebacks or fraudulent disputes may result in account suspension and loss of library access.
Need help?
Reach our support team at support@masqoragames.com or through the in-app Help centre.
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