1. Seller
Questerdam is the trade name under which sole proprietor Natalia Kostikova operates, registered with the Netherlands Chamber of Commerce (KVK).
Trade name: Questerdam
Legal form: eenmanszaak
KVK number: 42068792
BTW-id / VAT ID: NL005470438B33
Registered address / postal address: Afroditekade 178B, 1076 DZ Amsterdam
Support contact: hello@questerdam.com
In these Terms of Sale, “we”, “us” and “Questerdam” refer to sole proprietor Natalia Kostikova, operating under the trade name Questerdam.

2. Service
We sell the digital service “city quest” hereinafter referred to as the “Quest”.
The Quest consists of access to quest riddles, a route and information via a Telegram bot.
To take the Quest, you will need a device with internet access and Telegram installed.

3. How to place an order
To place an order, you enter:

• the team name,
• email address, to which we will send the activation code and instructions.

After that, you pay for the order using one of the payment methods offered on the website through Mollie’s payment interface.

4. Price and currency
The price of the Quest is stated on the website https://questerdam.com.
Payment currency: EUR, unless otherwise stated on the website.
All prices on the website are stated in euros and include applicable VAT/BTW, unless expressly stated otherwise.

5. Payment
Payment is made through the payment provider Mollie.
The following payment methods may be available on the website:

• bank card,
• iDEAL,
• PayPal,
• other payment methods if they are shown on the payment page.

The available payment methods may depend on your country, bank, device and the settings of the payment provider.
The payment is processed by the payment provider Mollie and/or the relevant participants in the payment infrastructure, such as PayPal, a bank, a card issuer or a card scheme.
We do not receive your full bank card details, CVV/CVC code or full bank account details. We receive only limited information necessary to confirm payment, provide access to the Quest, keep accounting records and process possible refunds, for example: the amount, date and time of payment, payment status, payment method, transaction reference/identifier and payer details to the extent provided by the payment provider.

6. Delivery of the service: activation code and timing
After payment confirmation, we will send to the email address you provided:

• the activation code,
• the link to the Telegram bot and brief instructions.

The activation code is sent within 1 hour after we receive payment confirmation, during order processing hours, daily from 10:00 to 20:00 Netherlands time.
If payment is received outside these hours, the code will be sent the next day.
If you do not receive the email, please check your “Spam” and “Promotions” folders and contact us at hello@questerdam.com.
The activation code is valid for 90 calendar days.

7. Support and access issues
If the code does not work, the email has not arrived or you have questions about getting started, please contact us at hello@questerdam.com.
To help us resolve the issue faster, please include:

• the email address you used for the purchase,
• the team name,
• the approximate time of payment,
• the payment method, for example bank card, iDEAL or PayPal.

Please do not send us full bank card details, CVV/CVC code or full bank account details.

8. Withdrawal from the contract and refunds: the 14-day rule
If you purchase as a consumer in the EU / the Netherlands, you have the right to withdraw from a distance purchase within 14 days, unless applicable law provides for an exception.
You may withdraw from the purchase within 14 days from the date of purchase if access to the Quest has only been activated, but the Quest has not yet been started. The Quest is considered to have started from the moment when the user first submits the correct answer to the first question of the Quest, including by using a hint.
To request a refund, please email hello@questerdam.com with the subject line “Refund” and include the email address you used for the purchase, the payment date and the payment method.
If the refund is approved, we will refund the payment using the same payment method that was used for the purchase, where technically possible and unless we have agreed another refund method with you.

9. Complaints and enquiries
If you have a complaint or enquiry related to the purchase, access to the Quest or the quality of the service, please contact us at hello@questerdam.com.
We will confirm receipt of your enquiry and aim to provide a substantive response within 14 calendar days.
Questerdam is not a member of any separate external committee or body for handling consumer complaints.

10. Limitation of liability
We make reasonable efforts to ensure the stable operation of the materials and instructions, but we cannot guarantee uninterrupted operation of third-party services, including Telegram, Mollie, PayPal, iDEAL, banks, card schemes, or the user’s internet connection.

11. Personal data
The processing of personal data is described in the Privacy Policy.

12. Changes to these Terms
We may update these Terms. The current version is available on the website. For orders that have already been paid for, the terms in force at the time of purchase apply.