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Mystery on Demand

Money-back guarantee

Last updated 1 November 2026

We want every game night to be a good one. If a technical fault on our side spoils yours, tell us within 14 days and we'll put it right. If we can't, or you'd rather not play again, we'll refund you in full.

The rest of this page is the fine print. It exists so we can say yes quickly to genuine problems and stay fair to everyone who pays.

1. What the guarantee covers

The guarantee applies when a fault in our game, website or servers stops your game working as described, for example:

  • the game won't start, freezes, or loses its place and can't be recovered;
  • guests can't join, or are thrown out, because of a fault on our side;
  • evidence, questions or the reveal don't appear, or appear wrongly, in a way that spoils the game;
  • scores or the final reveal are wrong because of a bug;
  • you paid, but the game never reached your account and we couldn't fix that within one business day.

2. What it doesn't cover

  • Changing your mind after the game has been played, or not enjoying the story, the characters or who turned out to be the killer.
  • Problems caused by things outside our control: your Wi-Fi or mobile data, power cuts or load-shedding, a phone, TV or browser that is out of date or not working, battery, or a device setting that blocks websites.
  • Playing with more or fewer players than the game supports (Murder on the N3: 4 to 14).
  • Paid or commercial events run on a home edition, or an account that has been shared or paused under our fair use policy.
  • Claims made more than 14 days after the game night, or more than 14 days after purchase if the game was never started.
  • A second refund for the same game, or refunds on several orders from the same person or household.

3. How to claim

Email hello@mysteryondemand.co.za from the address you bought with, within 14 days, and include:

  • your order number (it starts with MOD-);
  • the date of your game night and the four-letter room code, if you have it (it's listed in your account for 30 days);
  • what went wrong, and at what point in the game;
  • screenshots, a photo of the screen or a short screen recording showing the problem;
  • the phones, TV or laptop and browsers you used, as far as you know.

We reply within two business days. We may ask a few questions or suggest a fix first, because most problems can be solved in minutes and we'd rather rescue your next game night than lose you.

4. How we check a claim

Every game keeps a short technical log so we can see what happened. For your room it shows when the game was created and started, how many players joined, which stages the game reached and when, the host's controls used (start, pause, skip, add time), how long the game ran, and any errors the game screens reported. It does not record what anyone answered or said.

We compare your description and screenshots with that log, and with how often the game has been hosted on your account. We may decline a claim if the log shows the game was played through to the end without faults, if the account has hosted the game several times, if the evidence doesn't support the claim, or if we have reasonable grounds to believe the claim isn't genuine. If we decline, we'll tell you why, and you can ask us to look again.

5. Refunds

  • Approved refunds are paid in full to the original payment method through Payfast, normally within 10 business days. Bank processing times vary.
  • Once refunded, the game is removed from your account. Gifts are refunded to the person who paid.
  • If you'd prefer, we can instead help you replay the game, extend a venue licence, or credit a future game.

6. Your data

  • Game logs are deleted automatically 30 days after the game. Hosting records used for fair use (date, approximate city and device type) are deleted after 30 days too.
  • Screenshots and messages you send for a claim are used only to handle that claim and are deleted within 30 days of the claim being closed.
  • We never sell your data or share it with anyone except the service providers who run our hosting, database, email and payments on our behalf. They may only use it to provide that service.
  • You can ask for a copy of what we hold about you, or for it to be corrected or deleted. See our privacy policy.

7. Your legal rights

This guarantee is in addition to your rights under the Consumer Protection Act and the Electronic Communications and Transactions Act, and doesn't limit them. If anything on this page conflicts with those rights, the law wins.

8. Changes

We may update this guarantee from time to time. A change applies only to purchases made after it is published here.