decode the city.

Decode the City — terms and refunds

Last updated: 14 September 2026

Decode the City is provided by Hatch, an independent developer. Decode the City is the web app name, not a separate incorporated company. Contact hello@decodethe.city or use Help & support in the app.

What a purchase includes

A purchase provides one game for the selected route and one to four teams, with up to five registered players per team. The purchaser organises the game, invites players and decides when everyone starts. Invited players do not need to buy the same game again. Check the route, team count, content guidance and checkout price before confirming a purchase. Purchasers sign in with Apple or Google to associate the game with their account.

Use the same account to recover your games. If a purchase appears missing, sign in and use purchase recovery before paying again. Contact support with the transaction or game reference if access is still missing.

These terms do not introduce a fixed purchase expiry or require a booked starting time. If you want to cancel before play, contact hello@decodethe.city with your order reference. Applicable cancellation and refund rights remain available; starting a game does not by itself waive statutory rights. Any future expiry or scheduling restriction must be disclosed before purchase and cannot be added retrospectively to an existing purchase.

Playing outdoors

Gameplay runs in your browser and requires a compatible charged phone, mobile data and location services. Required augmented-reality puzzles use on-screen alternatives. Check the route's meeting point, distance, accessibility and content guidance before travelling.

Routes use public places that may be affected by crowds, weather, ceremonies, building works and closures. Follow local restrictions and safe public paths. Stop somewhere safe to use the screen and put the phone away when crossing roads. Do not enter restricted areas, businesses or private property to complete a clue. Game timing is for friendly comparison and does not require running or taking risks.

Purchasers and organisers must be adults aged 18 or over. Adults are responsible for supervising children in their group and choosing suitable routes. Current route recommendations are Crown & Politics and Fire & River 10+ with an adult, Royal London 12+ with an adult and The Whitechapel Files 14+. Read the content guidance before choosing a route.

Fair use and shared games

Use team names and display names appropriate for the people in your game. Do not impersonate another person, harass participants, misuse invitations or attempt to interfere with accounts, payments or game services. The organiser can manage the roster and start, pause, resume or end the race using the available controls. Shared answers are controlled by each team's leader.

Problems and refunds

If a route is blocked or cannot be completed safely, stop in a safe place and ask the organiser to pause. Contact support with the route, game reference and a description of the problem. We will assess access, purchase and route issues individually.

For purchase and refund enquiries, contact Decode the City support with your order reference. Stripe processes web payments and refunds. Do not include full card details in a support message.

A refunded or disputed purchase can prevent an unstarted game from starting. Problems affecting active games are handled through support. These arrangements do not limit your statutory consumer rights. There is no blanket no-refund rule in these terms.

Account deletion

You can request account deletion in Account or at https://decodethe.city/account-deletion/. This removes your access and cancels unfinished games you organise. Deletion is not itself a refund request. See the privacy policy for retained records and deletion processing.

Contact and changes

Support: hello@decodethe.city

Privacy: https://decodethe.city/privacy/

We will communicate material changes to these terms appropriately. These terms do not exclude mandatory protections available to you under applicable consumer law.