Refund Policy

This translation is provided for convenience only — the English version governs.

This policy explains when and how you can cancel a booking and receive a refund from QUACKADE. It works alongside our Terms & Conditions. Party bookings can be cancelled online from the booking page linked in your confirmation email — the refund is calculated and issued automatically. To reschedule, or for anything else, contact us through our contact page or by email — please include your booking name and confirmation reference.

01General Admission & Visits

No tickets required. General entry to QUACKADE is walk-in during open hours — there is no admission ticket or day pass to purchase or refund.
In-venue play. Game play is paid for on site. Unused balances and in-store purchases follow the policies posted at the venue.

02Reserved Party Bookings

Party bookings with reserved space and staff follow the deposit schedule below. Group token packages without reserved space are described separately below:

Deposit. A deposit secures your date and is applied to your final balance. Whether it is refunded depends on when you cancel (see below).
Reschedule window. You may reschedule once, free of charge, if you give us at least 7 days' notice, subject to availability.
Cancellation tiers. Cancel 14 or more days before your event for a full refund of your deposit and service fee. Cancel 7–13 days before your event for a partial refund of 50% of your deposit and service fee. The deposit and service fee are non-refundable when you cancel within 7 days of your event.
Card processing fee. The card processing fee charged by Stripe on your payment is not refundable. Any refund is reduced by the same share of that fee — the full fee on a full refund, half of it on a 50% refund. The fee is 2.9% + $0.30 of the amount you paid (for example, $7.19 on a $237.70 payment). Cards issued outside the U.S. may carry a higher fee; we deduct based on the fee actually charged.

Group token packages

Group token packages are paid in full online and do not reserve a private party room or event staff. The party deposit cancellation schedule above applies to reserved party bookings, not these token packages.

A/B pricing follows the successful payment date in New York, not the visit date. Applicable tax and the service fee are shown before payment. Membership registration is $5 plus tax per new member; existing members are not charged again. Membership tokens do not expire.

Visitor tokens must be used on the reserved date. Visitor requests awaiting front-desk confirmation are unpaid. The refundable $5 per-card deposit is collected at pickup, has no tax and is returned when the card is returned; it is separate from the online payment.

You can cancel an unpaid group checkout without charge. After payment, contact QUACKADE with your order number for cancellation, rescheduling or a refund review. Credited tokens and issued cards cannot be refunded automatically; unused balances remain subject to the policies posted at the venue.

If payment succeeds after the quote expires or in a different A/B price band, an unfulfilled order is refunded in full to the original payment method, including its online tax and service fee. No card processing fee is deducted from this automatic refund.

03Tickets & Prizes

Earned through play. Tickets are earned by playing and are redeemed in-store at our Gift Center for prizes and collectibles.
No cash value. Tickets and prize items cannot be exchanged or refunded for cash, except where required by law.
Redeemed items. Reward items may be exchanged for an item of equal or lesser value per our in-store return policy — bring them to our Long Island City location.

04Weather & Closures

If QUACKADE has to close or cancel your booking due to weather, an emergency or circumstances beyond our control, we will offer you a reschedule or a full refund for the affected booking. We'll reach out using the contact details on your reservation.

05How Refunds Are Issued

Approved refunds are issued to the original payment method. Once processed, refunds typically appear within 5–10 business days, depending on your bank or card provider. If you don't see your refund after that time, contact us and we'll look into it.

06Contact