Refund policy

Last updated October 7, 2026

Rescheduling

Every booking confirmation email includes a link to move your run to a new time. You can use it as often as you like, right up until your run starts. Rescheduling never costs anything extra.

Cancelling

Cancel using the link in your confirmation email. If you cancel 2 or more hours before your booked start time, you get a full refund. If you cancel within the last 2 hours, we can't refund the booking, because we've already set that time aside for you, but you can reschedule it for free instead.

If you miss your booked time

At your start time we send your fireteam invite in game and wait 15 minutes. If you can't make it, no stress: you get one free reschedule. Just email us and we'll send you a link to pick a new time. Missed runs after that free reschedule aren't refunded.

If something goes wrong on our side

If we're more than 15 minutes late, need to cancel, or can't complete the run you booked, you choose between a full refund and a free reschedule. For 3-clear packs, any clears we don't complete are either rescheduled or refunded at the pack's per-clear price, whichever you prefer.

If you need to stop partway through a pack yourself, the remaining clears can be rescheduled for free.

Dungeon access

You need access to the dungeon you book, either the matching expansion or a Dungeon Key (Prophecy is free for everyone). If it turns out at your start time that you can't join, you get a free reschedule so you can sort out access first.

How refunds are paid

Refunds go back to the original payment through PayPal, usually within 2 business days of your cancellation. PayPal may take a few more days to show the money in your account or on your card.

Questions or problems

If anything about your run doesn't seem right, email support@dungeon.services with the email you booked with and your booking time. Please contact us before opening a PayPal dispute. We'll sort it out quickly, and it's much faster for both of us.