Refund and Cancellation Policy
Last updated: September 23, 2026
This policy applies to every purchase made on murdertoorder.com. Our products are digital files (PDF). Within a minute of payment, we email you a personal access code that opens your file on our portal, where you download it. The code stays valid for seven days from its first opening, and waits with no time limit until then.
No returns and no exchanges
Our products are digital files, delivered instantly. Once your access code has been emailed, the sale is final: we do not accept returns and we do not offer exchanges. A downloaded file cannot be handed back.
There is therefore no refund for a change of mind, for choosing the wrong title, for buying the same game twice, or because the party was postponed or cancelled. Every product page states the number of players, the duration and what the file contains: please read it and confirm your guest list before you pay.
Custom scenarios
A custom scenario is written for you after you pay. You may ask for a full refund of your payment until work has begun, that is, until we email you the detailed outline of your story for approval. Once the outline has been sent, the work is considered started and the order is no longer refundable.
If your file is faulty or never arrives
Write to us at contact@murdertoorder.com within 14 days of purchase. If the file is corrupted, incomplete or does not match its description, we repair it or send you a working copy. If your code never arrived, check your spam folder first, then request it again from the lost code page, or write to us with the address you used at checkout: we resend it free of charge, or correct a mistyped address.
A replacement is not a return: you keep your purchase and we make it work. In the rare case where we cannot deliver a working file at all, the order is cancelled and refunded, because nothing was ever delivered.
Consumers in the European Union
EU consumers have a 14-day right of withdrawal on distance purchases. For digital content that is not supplied on a tangible medium, this right is lost when delivery begins with your prior express consent and your acknowledgment that you thereby lose the right of withdrawal. You give this consent when you place your order, and the file is delivered immediately afterwards.
To withdraw from a purchase before the file has been delivered, email contact@murdertoorder.com with your order number.
Payment disputes
Please contact us before opening a dispute with your bank or card issuer. We answer every message and resolve genuine problems quickly.