Terms of Use

Who provides ClueHop

ClueHop is owned and operated by CogniWolf AB, registration number 559587-2580, with registered address Skäggeröd 14, 45795 Grebbestad, Sweden.

Public support is provided under the ClueHop name at support@cluehop.com. References to "ClueHop," "we," "us," and "our" mean the ClueHop service and, where a legal entity is required, CogniWolf AB.

Service overview

ClueHop is delivered through web browsers. No native app is required for admins, Game Organizers, or players.

Admins use accounts to manage route setup, locations, Game Pass purchases, Game Sessions, account settings, and memberships. Game Organizers and players do not create ClueHop accounts for the Game Session flow.

Game Organizers use Game Organizer Codes, organizer links, and QR-based entry flows to create teams. Players use Player Join Code QR links or team URLs and provide display names to join.

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. Game Organizers and players do not author story content.

ClueHop is self-service software. Customers and their Game Organizers plan, staff, supervise, and operate the real-world activity; ClueHop is not a travel service, tour operator, or staffed event service.

ClueHop does not provide betting or wagering and does not award cash, prizes, or anything of monetary value for results. Scores, completion times, and Game Session results are for entertainment only.

Accounts and credentials

Admins must provide accurate account information, protect login credentials, and tell ClueHop promptly if they believe an account, route workspace, Game Organizer Code, token, or link has been misused.

Admin access may be limited by membership status, authorization, location permissions, payment state, security controls, or operational controls.

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

Game Organizer Codes, Player Join Codes, organizer links, team links, team tokens, 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.

ClueHop may suspend, restrict, rate-limit, invalidate, or revoke accounts, codes, links, tokens, or Game Session access where needed to protect the service, comply with law, enforce these Terms, respond to suspected misuse, or prevent unauthorized access.

Route setup and 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.

Location is requested only where GPS validation is enabled and a player starts that validation. Camera access is requested only where QR validation is enabled and a player starts QR scanning.

GPS readings can be inaccurate or unavailable because of device, browser, building, weather, network, or environmental conditions. QR validation depends on camera access, lighting, device capability, the QR marker remaining readable, and the browser being able to scan.

A successful or failed validation is only a product signal. It is not a safety assessment, proof of identity, emergency location service, fraud guarantee, or guarantee that a participant is physically safe.

Physical-world safety

ClueHop is used in real spaces. Participants must obey laws, Venue rules, traffic rules, weather warnings, accessibility needs, and instructions from Game Organizers or staff. Do not use ClueHop while driving or in any situation requiring full attention.

Customers, route owners, and Game Organizers are responsible for planning routes that are suitable for their group, communicating safety instructions, supervising participants where appropriate, and stopping play if conditions become unsafe.

You must not place stops, marker codes, QR markers, clues, or route instructions where participants are encouraged to trespass, enter restricted areas, disturb others, damage property, violate rules, or expose themselves to unreasonable risk.

ClueHop is not an emergency, navigation, security, childcare, crowd-control, venue-management, or professional risk-assessment service.

Payments, Game Passes, memberships, and refunds

Game Pass and membership pricing, Game Session capacity, billing periods, taxes, and payment methods are shown in ClueHop or in the relevant order flow.

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.

After payment completion or full coverage by available Game Passes, the purchased Game Session remains inactive. Its digital access and validity period begin only when an admin selects Activate Game Session.

Unless required by applicable law, all transactions are non-refundable and non-exchangeable.

Paddle may, at its sole discretion, issue a full or partial refund when a request is submitted within the following period:

• Game Passes and other one-time purchases: within 14 calendar days of the transaction date.

• Membership payments: within 14 calendar days of the relevant initial or renewal transaction date.

Submitting a request within this 14-calendar-day period does not guarantee that a refund will be approved.

Paddle reviews refund requests individually and may consider relevant factors including the nature of the product, the reason for the request, product usage or consumption, and any applicable contractual terms. Paddle may approve a full refund, approve a partial refund, or decline the request.

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/.

For assistance with a technical problem or access issue, contact ClueHop at support@cluehop.com. ClueHop may provide Paddle with relevant product-access, service-availability, or usage information, but Paddle makes the final monetary refund decision.

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 Business-to-Private downgrade does not take effect immediately: Business remains active until the next successful renewal at the Private price. At that renewal, Private limits apply, unused Half-Price Rewards are forfeited, and unexpired Full Game Passes retain their recorded expiration dates. The downgrade flow displays this consequence before confirmation.

Cancelling a membership prevents future renewals. Cancellation normally takes effect at the end of the current paid billing period.

Cancelling a membership does not automatically refund a payment that has already been completed. A refund request concerning an initial or renewal payment must be submitted under the refund-request process above.

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.

After Paddle approves a refund and its verified webhook confirms the adjustment, ClueHop applies the associated entitlement and loyalty-accounting effects. Consumed Game Passes, Pass Rewards, and promotional rewards are not restored, and a finalized loyalty month is not reopened, recalculated, clawed back, or offset against a future month. These are post-approval effects, not conditions for submitting or approving a refund request.

Nothing in these Terms or the Refund Policy limits any mandatory consumer rights or remedies provided by applicable law, including rights relating to products that are faulty, materially misdescribed, unavailable, or not fit for purpose.

Where applicable law or Paddle’s Buyer Terms or Refund Policy provides the buyer with additional or non-waivable rights, those rights continue to apply.

You are responsible for taxes, fees, currency conversion, failed payments, chargebacks, and payment disputes connected with your purchase or account, except where mandatory law places responsibility elsewhere.

Acceptable use

You must not misuse ClueHop, interfere with the service, attempt unauthorized access, share admin credentials, reverse engineer private APIs, scrape non-public surfaces, bypass payment or membership controls, evade rate limits, tamper with validation, submit false validation evidence, or use ClueHop to create unsafe or misleading experiences.

You must not enter secrets, payment card numbers, sensitive personal data, confidential information, unlawful or infringing content, harassment, threats, or discriminatory content into custom stories, route notes, display names, team names, support messages, or fields where ClueHop does not ask for that information.

You are responsible for the content and operational details you provide, including custom story text and images, route setup details, marker placement, team names, display names, and support messages submitted by your account or Game Session participants. You must own that content or have the rights and permissions needed to provide and use it through ClueHop.

Custom Content Policy. If you create, upload, or otherwise provide Custom Content through ClueHop, that content must comply with the Custom Content Policy. The Custom Content Policy is incorporated into and forms part of these Terms. You remain responsible for Custom Content submitted through your account and must have all rights and permissions necessary to provide and use that content through ClueHop.

Intellectual property and feedback

ClueHop, including its software, story templates, artwork, copy, route logic, design, branding, documentation, and product workflows, is owned by ClueHop, CogniWolf AB, or its licensors and is protected by intellectual property laws.

You retain the rights you already have in customer-owned custom story text and images and other content you provide. You grant ClueHop the rights needed to host, process, resize or re-encode permitted images, display, secure, troubleshoot, improve, and operate that content for the service.

You may not copy, resell, sublicense, reproduce, adapt, publish, extract, or create derivative services from ClueHop stories, artwork, software, route logic, or non-public product content except as expressly allowed in writing.

If you send ideas, suggestions, or feedback, ClueHop may use them without restriction or compensation, unless a separate written agreement says otherwise.

Third-party services

ClueHop may depend on third-party services for hosting, database, authentication, email, payments, analytics after opt-in, DNS, maps or geolocation functionality, browser APIs, security, logging, and deployment.

Third-party services may change, fail, restrict access, or apply their own terms and privacy notices. ClueHop is not responsible for third-party services outside ClueHop's control, except where mandatory law says otherwise.

Privacy and cookies

The Privacy Notice explains how ClueHop handles personal data. The Cookie Notice explains necessary browser storage and optional analytics storage.

Optional analytics are loaded only after opt-in. Game Organizers and players are not required to create accounts or accept admin account terms to participate in the Game Session flow.

Service changes, suspension, and termination

We may update, improve, suspend, discontinue, or limit features when needed for security, reliability, legal compliance, product changes, provider changes, or business operations.

We may suspend or terminate access for non-payment, suspected fraud, security risk, misuse, breach of these Terms, legal requirement, or operational necessity.

You may stop using ClueHop at any time. Account closure, Game Session expiry, subscription cancellation, or loss of access does not remove payment obligations, refund limits, legal duties, or provisions that by their nature should survive.

No warranty

ClueHop is provided on an "as is" and "as available" basis to the maximum extent permitted by law. We do not warrant that ClueHop will be uninterrupted, error-free, compatible with every browser or device, perfectly accurate, secure against every threat, or suitable for every route, Venue, group, or activity.

Nothing in these Terms limits non-waivable rights, warranties, remedies, or protections that apply under mandatory consumer or other applicable law.

Limitation of liability

To the maximum extent permitted by law, ClueHop and CogniWolf AB are not liable for indirect, incidental, special, consequential, punitive, exemplary, or lost-profit damages, or for loss of data, business interruption, loss of goodwill, physical-world incidents, participant conduct, venue conditions, route-owner decisions, device limitations, provider outages, or third-party services.

To the maximum extent permitted by law, the total liability of ClueHop and CogniWolf AB for claims relating to the service is limited to the amount paid for the affected Game Pass purchase or membership during the three months before the claim, or 1,000 SEK if no amount was paid.

The limitations above do not apply where liability cannot be limited under mandatory law, including where applicable for intentional misconduct, gross negligence, personal injury caused by non-waivable fault, fraud, or statutory consumer rights.

Governing law, disputes, and contact

Unless mandatory law says otherwise, these Terms are governed by Swedish law. Courts and consumer dispute rights may depend on the customer type, customer location, and applicable mandatory protections.

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

Changes to these Terms

We may update these Terms as ClueHop changes. Material updates will use a new effective date or version and may require renewed acknowledgement for admin account creation or continued admin use.