Safety & Game Session Disclosures

Service model

ClueHop is a browser-only mystery-route product for private groups, business groups, conferences, offsites, hotels, Venues, and group stays.

Admins use accounts. Game Organizers and players remain accountless in the Game Session flow and join through Game Organizer Codes, Player Join Codes, links, and QR-based entry flows.

ClueHop-owned stories remain fixed and operator-controlled. An authenticated admin with an active membership and managed-location permission may create and edit a customer-owned custom story using text and permitted images they provide, but only within ClueHop's fixed structure, limits, moderation, and backend validation controls.

Custom stories do not permit customer-defined game mechanics, validation rules, branching, scoring, scripts, embeds, remote media, or layouts. Game Organizers and players do not author story content.

Physical validation

Every physical stop uses a text marker code as the base validation method. Route owners may optionally require GPS proximity validation, QR validation, or both for selected stops.

When GPS validation is enabled for a stop, the browser requests location only for that validation step. GPS readings can be inaccurate or unavailable because of device, browser, signal, buildings, weather, or surroundings.

When QR validation is enabled for a stop, the browser may request camera access when a player chooses to scan. The camera stream is used to read the QR code for validation; ClueHop does not need to store camera images for normal QR validation.

Validation results are product signals only. They are not proof of identity, a safety assessment, emergency location service, attendance guarantee, or confirmation that a participant is safe.

Route-owner and Game Organizer responsibilities

Route owners and Game Organizers are responsible for selecting lawful, safe, permissioned, accessible, and appropriate route locations for their group and real-world activity.

Do not place stops or marker codes where participants are encouraged to trespass, enter restricted areas, cross unsafe roads, interfere with other people, violate venue rules, damage property, or expose themselves to unreasonable risk.

Game Organizers should give participants activity-specific safety instructions, time limits, weather guidance, accessibility notes, emergency instructions, and a way to contact the Game Organizer or Venue staff.

If conditions become unsafe, the route owner or Game Organizer should pause or stop play. ClueHop is not a substitute for on-site supervision, Venue management, emergency services, or professional risk assessment.

Participant responsibilities

Participants must remain aware of their surroundings, follow laws and venue rules, respect private property, obey traffic rules, and avoid using ClueHop while driving or in any situation requiring full attention.

Participants should not continue to a stop if it appears unsafe, inaccessible, closed, restricted, or inconsistent with Game Organizer instructions. They should contact the Game Organizer or Venue staff instead.

Parents, guardians, employers, schools, Game Organizers, or other responsible organizers are responsible for supervision where participants need it.

Game Session codes, tokens, and access

Game Organizer Codes, Player Join Codes, organizer links, player links, and member tokens function as access credentials. Anyone with a valid credential may be able to access the relevant Game Session surface, so customers and Game Organizers must share them carefully.

Game Session access is valid only for the route, location, time period, status, capacity, membership, and Game Pass purchase conditions shown in ClueHop or agreed in writing.

Codes and links may expire, be disabled, be rate-limited, stop working after Game Session closure, or be invalidated to protect the service, enforce purchase limits, or respond to suspected misuse.

Payments, refunds, and cancellation summary

Purchases of ClueHop products are processed by Paddle, our authorised reseller, the seller to the buyer, and Merchant of Record. Paddle’s Buyer Terms and Refund Policy govern the payment transaction and any monetary refund.

A Game Pass is consumed when its Game Session is activated. ClueHop's standard unused-purchase refund process applies only before activation.

If you are an EU/EEA consumer and your purchase carries a statutory withdrawal right, the normal withdrawal period is 14 days from conclusion of the contract, and you do not need to give a reason. Any applicable exception depends on the type of product and the legal conditions for that exception.

Where no statutory or other contractual refund right applies, Paddle may consider a discretionary refund request under its Refund Policy. A discretionary request does not guarantee approval.

If a technical problem prevents access or play, contact ClueHop Support. Paddle, as seller and Merchant of Record, processes monetary refunds under its applicable terms and mandatory law.

Paddle Refund Policy: https://www.paddle.com/legal/refund-policy.

Refund requests must be submitted to Paddle through the transaction-confirmation email, the support link in the Paddle receipt or billing page, or Paddle Buyer Support at https://paddle.net/.

Contact ClueHop Support at support@cluehop.com.

Cancelling a membership prevents future renewals and normally takes effect at the end of the current paid billing period. It does not automatically refund a completed payment; a request concerning an initial or renewal payment must use the Refund Policy process.

If Paddle issues a refund, access to the relevant ClueHop product will cease and the associated access or digital entitlement will be revoked or adjusted as appropriate.

Nothing in the Refund Policy limits mandatory consumer rights or remedies provided by applicable law. Additional or non-waivable rights under applicable law or Paddle’s Buyer Terms or Refund Policy continue to apply.

Private and Business are product labels, not legal classifications or business verification. Membership choice does not determine whether a buyer is legally a consumer or a business customer.

Full Game Passes are account-bound, non-transferable, cover one player, and expire 90 days after issuance. Half-Price Rewards are not Full Game Passes; they provide 50% coverage under the applicable reward rules and expire at the end of the month in which they are awarded.

Changing from Private to Business preserves unexpired Full Game Passes.

A downgrade from Business Monthly to Private takes effect at the next successful renewal at the Private price. Until then, Business Monthly remains active. When the downgrade takes effect, Private plan limits apply, unused Half-Price Rewards are forfeited, and unexpired Full Game Passes retain their recorded expiration dates.

Business Annual cannot be changed directly to Business Monthly or Private during the current paid billing period. To change plans, renewal must first be turned off. Business Annual access remains active until the end of the current paid billing period, after which Business Monthly or Private may be selected.

Game Passes and rewards are consumed when the associated Game Session is activated. Before activation, eligible Game Passes and rewards are returned with their original expiry dates if the unused purchase receives a full refund or a Game Session paid entirely with rewards is validly cancelled. Expired or revoked benefits do not become usable again. Consumed Game Passes and rewards are not returned through this unused-purchase process.

After Paddle approves a refund and its verified webhook confirms the adjustment, ClueHop applies the associated entitlement and loyalty-accounting effects. A finalized loyalty month is not reopened, recalculated, clawed back, or offset against a future month.

Analytics and discovery

Optional analytics are not loaded until a visitor accepts optional analytics storage. Visitors can decline and can change their choice later.

Analytics helpers are designed not to send Game Organizer Codes, Player Join Codes, team tokens, organizer tokens, marker codes, QR validation tokens, emails, or GPS coordinates.

Contact

For support, billing questions, privacy requests, legal routing, Game Session access issues, or safety reports, contact ClueHop at support@cluehop.com.