MyFinishLine Join the quest

Legal

Refund Policy

Effective date: June 30, 2026Operator: Fortem Group Limited
On this page
  1. 1. General
  2. 2. Digital Quests & Content
  3. 3. Physical Rewards and Merchandise
  4. 4. Returns, Refused Deliveries and Unclaimed Shipments
  5. 5. Lost Shipments
  6. 6. Shipping Insurance
  7. 7. Exclusions
  8. 8. Shipping Costs
  9. 9. Refund Processing
  10. 10. Applicable Law
  11. 11. Contact Information

1. General

This Policy applies to all products and services offered through MyFinishLine, including:

  • Free Demo access;

  • Digital Package;

  • Standard Package;

  • Constructor Package;

  • individual quests;

  • physical rewards and merchandise.

By accessing a Free Demo or purchasing any digital or physical product through MyFinishLine, you agree to this Refund Policy.

2. Digital Quests & Content

MyFinishLine quests are digital experiences delivered over time and based on user activity.

This section applies to:

  • Free Demo;

  • Digital Package;

  • the digital portion of Standard and Constructor Packages;

  • individual digital quests.

Free Demo provides limited access to selected content and does not grant access to the full quest. Continued participation requires the purchase of the applicable full quest or package.

A quest is considered started once:

  • an access code has been activated;

  • any progress has been recorded;

  • any digital content has been unlocked.

However, if you have purchased a quest and have not started it, you may contact our support team to request a refund in accordance with this policy. Each request is reviewed on a case-by-case basis.

Digital content, including story chapters, achievements, badges, avatar items, unlocked rewards, demo content already accessed, and other digital materials, is non-refundable once accessed or unlocked.

Free Demo access is provided free of charge and therefore is not eligible for any refund or monetary compensation.

3. Physical Rewards and Merchandise

This section applies to all physical rewards included in Standard Packages, Constructor Packages, and separately purchased merchandise.

Physical rewards may include:

  • Finisher's Boxes;

  • medals;

  • mascot characters;

  • collectible cards;

  • collectible items;

  • merchandise;

  • gifts;

  • other physical products.

Physical rewards may be eligible for a replacement, partial refund, or full refund if they arrive damaged, defective, incorrect, or incomplete.

Depending on the circumstances, MyFinishLine may, at its sole discretion:

  • replace the item;

  • issue a partial refund;

  • issue a full refund.

Requests must be submitted within 14 days of delivery confirmation and must include proof of purchase and, where applicable, photographic evidence.

We may request photographs, videos, or additional information to evaluate the claim.

Once physical items have been successfully delivered and are in good condition, they are non-refundable.

Where the issue results from our error (including damaged, defective, incorrect, or incomplete items), MyFinishLine may request the item to be returned.

However, if the cost of return shipping exceeds the value of the product or is otherwise commercially unreasonable, MyFinishLine may waive the return requirement and instead provide a replacement, partial refund, or full refund without requiring the item to be returned.

4. Returns, Refused Deliveries and Unclaimed Shipments

If a shipment is:

  • refused by the customer;

  • unclaimed;

  • returned because of an incorrect or incomplete address;

  • returned because the customer no longer wants the item after shipment;

the customer is responsible for all related costs, including:

  • return shipping;

  • storage fees;

  • re-delivery;

  • disposal or destruction fees where applicable.

Original shipping charges are non-refundable.

If the shipment is destroyed by the carrier because return shipment is impractical or economically unreasonable, MyFinishLine is not responsible for compensating the value of the destroyed shipment.

5. Lost Shipments

If a shipment is confirmed as lost by the carrier, MyFinishLine may, at its sole discretion:

  • send a replacement;

  • issue a full refund.

Customers are not required to negotiate directly with shipping carriers regarding lost shipments.

6. Shipping Insurance

Where available, shipping insurance is arranged by MyFinishLine or its logistics partners.

Customers are not required to purchase separate shipping insurance unless expressly stated during checkout.

Any insurance claims with the shipping carrier are handled by MyFinishLine or the applicable logistics provider.

7. Exclusions

Refunds or replacements will not be issued for:

  • delays caused by customs, courier, or postal services;

  • incorrect or incomplete shipping information provided by the customer;

  • normal wear and tear;

  • personal dissatisfaction not related to product defects or technical issues;

  • failure to complete a quest within the applicable period;

  • failure to claim a physical reward within the applicable period;

  • force majeure events outside MyFinishLine's reasonable control.

8. Shipping Costs

Shipping charges are generally non-refundable. Additional shipping costs resulting from:

  • address changes;

  • delivery country changes;

  • repeated delivery attempts;

  • customer-related delivery issues;

  • refused or unclaimed shipments;

  • customs procedures;

shall be the responsibility of the customer.

9. Refund Processing

Refund requests are reviewed individually.

Where approved, refunds are normally processed within 10 business days using the original payment method unless otherwise required by law.

10. Applicable Law

Nothing in this Refund Policy limits any mandatory consumer rights that may apply under the laws of your country of residence. Where local consumer protection laws provide greater rights than those described in this Policy, those mandatory rights shall prevail.

11. Contact Information

If you have questions, concerns, or requests:

Operator: Fortem Group Limited

Hong Kong SAR

Email: support@myfinishline.app