Terms of Use

These Terms of Use ("Terms") form a legally binding agreement between you ("you," "your," or "user") and Questo Global S.R.L. ("Questo," "we," "us," or "our"), governing your access to and use of:

• The Questo mobile application (available on iOS and Android)
• The Questo website (questoapp.com and all subdomains)
• The Questo Creator Room (creator tools and platform)
• All related services, features, and content

By creating an account, downloading the app, or using any of our services, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must not use our services.

These Terms should be read alongside our Privacy Policy, which explains how we collect and use your data.

Company details:

• Registered name: Questo Global S.R.L.
• Address: 20 Stejarului Street, Cisnădie, Sibiu County, 555300, Romania
• Trade Registry No.: J32/96/2017
• Sole Registration No.: 36999501
• Contact: care@questoapp.com

Questo provides a platform for interactive, self-guided city exploration experiences ("quests"). Each quest is a digital experience that guides you through real-world locations using a combination of storytelling, clues, puzzles, and navigation.

Key features of our service include:

• Playing quests: Download and play interactive city exploration quests on your mobile device, at your own pace, at any time
• Multiplayer: Invite friends, family, or team members to play quests together
• Creator Room: Tools for creating and publishing your own quests on the Questo platform
• Events: Scheduled, large-scale city exploration experiences with competitive elements

Quests are created by the Questo team and by a global community of independent creators. Quest availability, content, and pricing may vary by city and over time.

We reserve the right to modify, suspend, or discontinue any part of the service at any time, with or without notice. We will make reasonable efforts to notify users of significant changes.

Account creation:

To access most features of Questo, you must create an account. You can register using your email address or through a supported social login provider (Google, Facebook, or Apple). You must provide accurate and complete information during registration.

Age requirement:

You must be at least 16 years old to create a Questo account.

You must be at least 18 years old to buy anything from Questo, including a quest, a pass, a subscription, or gems. If you are under 18, an adult must make the purchase and holds it.

If you are under 18, you may use Questo only with the permission of your parent or guardian, and you must be accompanied by an adult while you are playing a quest outdoors. A parent or guardian who lets a child play accepts these Terms on their behalf, and is responsible for supervising them and for purchases made on their account.

Children under 16 may play only on an adult's account, and only while accompanied by that adult.

Organizations using Questo with minors, such as schools, clubs, or youth groups, are responsible for obtaining consent from parents or guardians, for supervision, and for their own risk assessment.

Account security:

You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You must notify us immediately at care@questoapp.com if you suspect unauthorized access to your account.

One person, one account:

Each account is for a single individual. You may not share your account credentials or transfer your account to another person.

Account accuracy:

You agree to keep your account information up to date. If we need to contact you (e.g., about a purchase or a policy change), we will use the information associated with your account.

Service communications:

When you have an account with us we send emails about that account and about what you buy: receipts, instructions for unlocking a quest, a reminder if a quest you paid for is still unplayed, and your recap after you finish one. These are part of the service, not advertising, and there is a limit on how many you can receive in a week. Every one of them carries an unsubscribe link, and you can opt out of them at any time without losing access to anything you own. Purely promotional emails are separate, and we only send those if you have opted in. Some messages we cannot switch off, because they are required to run your account, such as receipts, password resets, and notices about changes to these terms.

When using Questo, you agree to:

• Use the services only for their intended purpose: city exploration, gameplay, quest creation, and related activities
• Comply with all applicable local, national, and international laws and regulations
• Respect the rights and safety of other users, creators, and the general public
• Be aware of your physical surroundings while playing quests, watch where you walk, follow traffic rules, and do not trespass on private property

You agree NOT to:

• Use the services for any illegal, harmful, or fraudulent purpose
• Attempt to gain unauthorized access to our systems, servers, or other users' accounts
• Reverse-engineer, decompile, disassemble, or otherwise attempt to extract the source code of the app or any part of our services
• Copy, reproduce, distribute, or publicly display any content from Questo without written permission
• Use automated tools (bots, scrapers, crawlers) to access or interact with our services
• Submit false, misleading, or fraudulent content, including fake reviews, misleading quest descriptions, or impersonation
• Harass, threaten, or abuse other users or creators
• Use Questo to collect personal information about other users without their consent
• Interfere with or disrupt the service, servers, or networks connected to the service
• Resell, sublicense, or commercially exploit access to quests or the platform without our written agreement

We reserve the right to suspend or terminate your account if you violate these terms.

Questo quests are played outdoors, in real cities, on public streets. Please read this section before you play, and share it with anyone playing with you.

In an emergency:

Stop playing, move to a safe place, and call your local emergency number, which is 112 across the European Union and the United Kingdom. Contact us afterwards if you need to, never instead of the emergency services.

While you play:

• Stay aware of your surroundings. Stop walking when you want to read the screen, and never play while driving, cycling, or operating anything
• Cross roads only at marked or signalled crossings, and follow local traffic rules
• Stay in public space. Do not enter buildings, private property, or restricted or closed areas, whether or not a clue seems to point there
• Check the weather before you set out, carry water in hot conditions, and stop if conditions become unsafe. You can pause a quest and finish it later at no extra cost
• Do not play under the influence of alcohol or drugs
• Adults are responsible for the children with them at all times. See section 3 for our rules on players under 18

If something on a route is unsafe:

Tell us at care@questoapp.com. We can change or withdraw a quest quickly, and we would much rather hear about a hazard early. Real-world conditions change: construction, closures, and events can affect a route after we published it.

Your responsibility:

You take part at your own risk, and you are responsible for your own safety and that of anyone in your group. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence.

Purchasing quests:

Quests can be purchased through:

• The Questo app (via Apple App Store or Google Play in-app purchases)
• The Questo website (via Stripe or other payment processors)
• Third-party platforms (TripAdvisor/Viator, GetYourGuide, Fever, and others)

Pricing:

Quest prices are displayed at the point of purchase. Prices may vary by platform, region, and currency. We reserve the right to change pricing at any time, but changes will not affect quests you have already purchased.

Access:

Once you purchase a quest, you receive a non-exclusive, non-transferable, personal license to play that quest through the Questo app. You may play the quest as many times as you wish. Your access does not expire, subject to section 17 (Termination). Passes and subscriptions work differently, and are covered in section 8.

Third-party purchases:

If you purchased a quest through a third-party platform, you must unlock it in the Questo app using the booking reference code provided by that platform. See questoapp.com/unlock for instructions.

Your right of withdrawal (EU/EEA and UK consumers):

You normally have 14 days to withdraw from a purchase of digital content and get your money back. That right does not apply once you have expressly asked us for immediate access and acknowledged that you lose it by doing so. If you have not given us that acknowledgment, you keep the 14-day right: contact us and we will refund you in full.

Your statutory guarantee:

Separately from anything in these Terms, you are entitled to digital content that matches how we described it and that works. If a quest does not, you are entitled to have it put right, or to a price reduction or a refund, under the law of the country you live in. Nothing in these Terms affects that.

Our refund policy, in addition to your statutory rights:

• If you contact us at least 24 hours before your planned play time, we will issue a full refund
• If technical issues on our end prevent you from playing a quest, we will issue a full refund or provide an alternative solution
• Refund requests can be made at questoapp.com/chat or by email at care@questoapp.com
• For purchases made through third-party platforms, refund policies of that platform may also apply
• Refunds are processed within 5 business days to the original payment method

In-app purchases through Apple or Google:

Purchases made through the App Store or Google Play are subject to those platforms' terms and refund policies. We will assist where we can, but the final refund decision for in-app purchases may rest with Apple or Google.

Free quests:

Some quests are available for free. We reserve the right to change which quests are free at any time.

Gems are the in-app currency you can use to unlock quests and features. You can buy them, and you can earn them through rewards and promotions.

What gems are, and are not:

Gems are a limited, personal licence to access features inside Questo. They are not money, not electronic money, and not a payment instrument. They have no cash value, cannot be exchanged for cash, and cannot be sold or transferred to anyone else outside the gifting features we provide.

Gems do not expire:

Gems you hold do not expire, and we will not reduce a balance you already have.

Prices can change:

We may change what gem packs cost, and what a quest or feature costs in gems. A change never affects gems you have already bought.

If your account ends:

If you close your account, or we close it because you seriously breached these Terms, unspent gems are lost and are not refunded. If we close or restrict your account for any other reason, or we withdraw gems as a feature, you can ask us to refund what you paid for unspent gems bought in the previous 12 months, and we will.

Earned gems:

Gems awarded rather than bought have no cash value at any time. We may adjust or remove them if they were awarded in error, or obtained through misuse of a promotion.

Single quests:

When you buy a single quest, your access to it does not expire, subject to section 17 (Termination).

Passes:

A pass gives you access to the quests it covers for a set number of days. The clock starts when you first start a quest using that pass, not when you buy it, and then runs continuously. A pass is personal to you and covers the number of players shown at purchase. Passes are not limited to one city unless we say so at purchase.

Subscriptions:

A subscription renews automatically at the end of each period, at the price shown when you subscribed, until you cancel it. You can cancel at any time, and cancelling stops the next renewal while you keep access until the end of the period you have already paid for.

Where you subscribed through the App Store or Google Play, cancel it in your Apple or Google account settings, because that store handles the billing and we cannot cancel it for you. Where you subscribed on our website, cancel it in your account settings or by emailing care@questoapp.com.

If the price changes:

We will tell you at least 30 days before any increase to a subscription price, so you can cancel before it takes effect.

This section is about what you post as a player: photos you take during a quest, reviews, profile details, crew and community posts. Content submitted through the Creator Room is covered by section 10.

You keep ownership:

What you post stays yours. You give us a worldwide, non-exclusive, royalty-free licence to host, store, and display it so that we can operate the service. If you choose to share something publicly in the app, that licence covers showing it in the public parts of the service. The licence ends when you delete the content, apart from copies we have to keep for legal reasons or cannot remove immediately for technical reasons.

Photos are private unless you share them:

Photos you take during a quest are saved to your own account and are not visible to anyone else. They are only shown publicly in the app if you give separate, explicit consent, and you can withdraw that consent at any time.

Marketing use is separate:

We only use your photos in our own marketing if you have given us explicit consent for that, separately again, and you can withdraw it at any time.

Photographing other people:

• Only post photos of other people if they agreed to it
• Do not post a photo that identifies a child who is not in your care
• Do not post photos taken somewhere photography is prohibited

What you must not post:

Content that is unlawful, hateful, harassing, sexual, violent, or deceptive; content that infringes someone else's rights; other people's personal data; or anything that could put a player at risk, including directions into unsafe or restricted places.

Creator Room access:

The Creator Room is available to registered users who wish to create and publish quests on the Questo platform. By submitting content through the Creator Room, you agree to the terms in this section.

Your content, your ownership:

You retain full intellectual property ownership of the content you create and submit ("Creator Content"), including quest narratives, clue text, images you upload, and route designs.

License to Questo:

By submitting Creator Content, you grant Questo a worldwide, non-exclusive, royalty-free (except as specified in revenue-sharing arrangements), sublicensable license to use, display, distribute, reproduce, modify, and create derivative works of your Creator Content in connection with the Questo platform and its promotion. This license continues for as long as your content remains published on the platform. If you remove your content, we will cease using it within a reasonable timeframe, except where it is technically impractical or legally required to retain it.

Content review:

All Creator Content is subject to review before publication. We reserve the right to reject, modify, or remove content that:

• Does not meet our quality guidelines
• Contains inaccurate, misleading, or harmful information
• Infringes on third-party intellectual property rights
• Violates these Terms or applicable laws
• Is offensive, discriminatory, or inappropriate

Revenue sharing:

Creators may earn revenue from quest sales as specified in the Creator Room terms. Revenue share rates, payment schedules, and thresholds are communicated within the Creator Room and may be updated from time to time.

If you earn money on Questo, these additional commitments apply to us:

• We will give you at least 15 days' notice before changing the terms that apply to creators, and you may end your creator relationship with us before a change takes effect
• Before we restrict or suspend your quests, we will tell you why. Before we end your creator relationship altogether, we will give you 30 days' notice and our reasons, unless we are required by law to act sooner or you have repeatedly broken these Terms
• We will explain, on request, the main factors that decide how quests are ranked and featured on Questo. In broad terms, ranking is based on player ratings and their reliability, how many people play a quest, its city and category, and whether we have chosen to feature it editorially
• If you disagree with a decision we made about your content or your account, email care@questoapp.com and a person will review it

Creator responsibilities:

As a creator, you represent and warrant that:

• All content you submit is original or you have the necessary rights and permissions to use it
• Your content does not infringe on any third party's intellectual property, privacy, or other rights
• Your quest routes are safe, follow publicly accessible paths, and do not direct players to dangerous or restricted areas
• All factual claims in your quests (historical, cultural, geographical) are accurate to the best of your knowledge

If you think something on Questo is illegal, or breaks these Terms, tell us and we will look at it.

How to report:

Use the report function in the app, or email care@questoapp.com. Tell us where the content is, what is wrong with it, and how we can reach you if we need to ask a question. Anyone can make a report, whether or not they have a Questo account.

What we do with a report:

We review it and decide whether to leave the content up, remove it, restrict it, or restrict the account behind it. We confirm to you that we received the report, and we tell you what we decided.

If we act against your content:

We will tell you what we did, why we did it, whether the decision relied on automated tools, and how to challenge it. If you think we got it wrong, reply to us at care@questoapp.com and a person will look at it again.

Copyright claims:

For copyright specifically, see the notice procedure in section 12.

Contact point:

Our single point of contact for content reports, and for authorities, is care@questoapp.com.

Questo's intellectual property:

The Questo app, website, brand, logos, designs, graphics, code, user interface, editorial content, data formats, quest mechanics, and all other materials created by or on behalf of Questo ("Questo Content") are owned by Questo Global S.R.L. and are protected by copyright, trademark, and other intellectual property laws of the European Union and international treaties.

You may not copy, modify, distribute, sell, lease, or create derivative works based on Questo Content without our prior written permission.

Trademarks:

"Questo," the Questo logo, and all related names, logos, product and service names, designs, and slogans are trademarks of Questo Global S.R.L. You may not use these marks without our prior written permission.

User feedback:

If you provide us with feedback, suggestions, or ideas about our services, you grant us the right to use that feedback without restriction or compensation. You are not obligated to provide feedback.

Copyright infringement claims:

We respect the intellectual property rights of others. If you believe that any content on Questo infringes your copyright, please notify us at care@questoapp.com with:

• A description of the copyrighted work you claim has been infringed
• The location (URL or in-app location) of the allegedly infringing content
• Your contact information
• A statement that you have a good faith belief that the use is not authorized
• A statement, under penalty of perjury, that the information in your notice is accurate and that you are the copyright owner or authorized to act on their behalf

We will review and respond to valid claims promptly. Please note that you may be held liable for damages (including legal costs) if you materially misrepresent that content infringes your copyright.

Our services may contain links to or integrations with third-party websites, applications, or services, including but not limited to:

• Payment processors (Apple, Google, Stripe)
• Social login providers (Google, Facebook, Apple)
• Third-party booking platforms (TripAdvisor/Viator, GetYourGuide, Fever)
• Map and navigation providers
• Analytics services

These third-party services are governed by their own terms of use and privacy policies. We do not control, endorse, or assume responsibility for the content, privacy practices, or availability of these services.

Your interactions with third-party services are solely between you and that third party. We encourage you to review their terms and privacy policies before using them.

Service availability:

We strive to keep Questo available and functioning at all times, but we cannot guarantee uninterrupted or error-free service. The service may be temporarily unavailable due to maintenance, updates, technical issues, or circumstances beyond our control.

Quest accuracy:

Quests are created by both the Questo team and independent creators. While we review content for quality, we cannot guarantee the accuracy of every historical fact, location detail, or cultural reference in every quest. Clues and stories are reviewed, but errors may occur. If you discover an inaccuracy, please report it via the in-app feedback system or email care@questoapp.com.

Physical activity disclaimer:

Quests involve walking through real cities. By using our services, you acknowledge that:

• You participate in quests at your own risk
• You are responsible for your own physical safety and that of anyone in your group
• You should be aware of your surroundings, follow traffic rules, and respect private property
• Weather, construction, road closures, or other real-world changes may affect quest routes

Ratings and reviews:

Ratings and reviews shown on Questo come from players who bought and played that quest in the app. We do not buy reviews, and we do not remove a review because it is negative.

Your statutory rights come first:

The disclaimers below do not affect your right to digital content that conforms to how we described it, or any other right you have under the consumer law of the country you live in, and they do not limit our liability for death or personal injury caused by our negligence.

"As is" provision:

To the maximum extent permitted by applicable law, the services are provided "as is" and "as available" without warranties of any kind, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

What we are always liable for:

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for gross negligence or wilful misconduct, for your statutory rights as a consumer including the guarantee that digital content conforms to how we described it, or for anything else that cannot be limited under the law that applies to you.

If you are a consumer:

We are liable for loss you suffer that was a foreseeable result of us breaking these Terms or failing to use reasonable care. We are not liable for loss that was not foreseeable, or for business losses such as lost profit, lost revenue, lost business, or lost goodwill, since these are not losses a consumer suffers.

If you use Questo for business purposes:

If you are a creator, host, affiliate, or partner, or you otherwise use Questo in the course of a business, our total liability to you for any claim arising out of these Terms or your use of the services is limited to the greater of the amount you paid to, or earned from, Questo in the 12 months before the claim, or €100. We are not liable to you for indirect, incidental, special, consequential, or punitive damages, including lost profits, lost data, lost use, or lost goodwill.

EU consumer rights:

If you are a consumer in the European Union, you keep all mandatory consumer protection rights under the laws of your country of residence. Nothing in these Terms affects those rights.

This section applies if you use Questo in the course of a business, for example as a creator, host, affiliate, or partner. It does not apply to you as an ordinary player.

If it applies to you, you agree to indemnify and hold harmless Questo Global S.R.L., its officers, directors, employees, and agents against claims, liabilities, damages, losses, and reasonable costs arising out of:

• Your breach of these Terms
• Your breach of any applicable law or regulation
• Content you submitted that infringes a third party's rights

If you are a player rather than a business user, you are of course still responsible for your own unlawful or deliberately harmful use of Questo, but you give us no indemnity.

Termination by you:

You may stop using our services at any time. You may delete your account through the app settings or by contacting us at care@questoapp.com. Upon account deletion, your personal data will be handled as described in our Privacy Policy.

Termination by us:

We may suspend or terminate your account, or restrict your access to some or all of the services, at any time, with or without notice, if we reasonably believe that:

• You have violated these Terms
• Your conduct may cause harm to Questo, our users, or third parties
• It is required by law or a regulatory authority
• Your account has been inactive for an extended period (we will notify you before deactivating dormant accounts)

What happens to what you bought:

If we close or suspend your account because you seriously breached these Terms, you lose access to the services, including quests you have bought.

In every other case, including if we discontinue a feature, withdraw a quest, or close your account for any reason other than your breach, you keep access to the quests you have bought for as long as we run the service. If we cannot provide them, we will refund the unused part of what you paid, including unused pass days, an unused subscription period, and gems bought in the previous 12 months.

Dormant accounts:

We will email you at least 30 days before deactivating a dormant account. Deactivation does not remove quests you have bought: if you come back, we restore your access.

Effect of termination:

Upon termination:

• Your license to use the services is immediately revoked
• Sections of these Terms that by their nature should survive termination will remain in effect, including: Intellectual Property, Disclaimers, Limitation of Liability, Indemnification, Governing Law, and Dispute Resolution

Creator content upon termination:

If you are a creator and your account is terminated, we will remove your Creator Content from the platform within a reasonable timeframe, unless the content has been licensed to users who have already purchased it. Revenue earned before termination will be paid according to the Creator Room terms.

We reserve the right to modify these Terms at any time.

• Minor changes (formatting, clarification of existing terms) may be made without advance notice.
• Material changes (changes to your rights, obligations, or how the service works) will be communicated at least 30 days before they take effect, via email notification and/or a prominent notice in the app or on the website.
• The "Last updated" date at the top of this page will always reflect the most recent revision.

By continuing to use our services after the effective date of any changes, you agree to the revised Terms.

If you do not accept a change:

You can close your account before the change takes effect, and we will refund the unused part of anything you have prepaid: unused pass days, an unused subscription period, and gems you bought in the previous 12 months.

These Terms are governed by and construed in accordance with the laws of Romania, without regard to conflict of law principles.

Informal resolution:

Before filing any formal claim, you agree to try to resolve the dispute informally by contacting us at care@questoapp.com. We will make good-faith efforts to resolve any issue within 30 days.

Jurisdiction:

If informal resolution fails, disputes arising out of or relating to these Terms or the services are submitted to the courts of Sibiu, Romania.

If you are a consumer, this does not take away your right to bring proceedings in the courts of the country where you live, and we will only bring proceedings against you in the courts of the country where you live.

EU consumer rights:

If you are a consumer residing in the European Union, you may also bring proceedings in the courts of your country of residence, and you benefit from any mandatory consumer protection provisions of the laws of your country of residence that cannot be waived by contract.

Complaints and dispute resolution:

Contact us first at care@questoapp.com. If you are not satisfied with how we handled your complaint, you can contact the Romanian National Authority for Consumer Protection (ANPC) at anpc.ro, including its alternative dispute resolution service, or an alternative dispute resolution body in the country where you live.

When you get the Questo app from the Apple App Store or Google Play, that store's own terms also apply to the download and to any purchase you make through it.

Apple:

These Terms are between you and Questo, not Apple. Apple has no responsibility for the app or its content, and no obligation to provide support or maintenance for it. If the app fails to conform to any warranty, you may tell Apple and Apple will refund the purchase price of the app, if you paid one; beyond that, Apple has no other warranty obligation. Questo, not Apple, is responsible for any claim relating to the app, including product liability, any failure to comply with legal requirements, and any claim under consumer protection or privacy law. Questo, not Apple, is responsible for investigating and defending any claim that the app infringes someone's intellectual property. You confirm that you are not located in a country subject to a US Government embargo, and that you are not on any US Government list of prohibited or restricted parties. Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you.

Google:

Google is not a party to these Terms and is not responsible for the app. Purchases you make through Google Play are subject to Google's payment and refund terms.

Entire agreement:

These Terms, together with our Privacy Policy and any other agreements expressly referenced herein, constitute the entire agreement between you and Questo regarding your use of the services.

Severability:

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

Waiver:

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

Assignment:

We may assign or transfer our rights and obligations under these Terms without restriction. You may not assign or transfer your rights or obligations without our prior written consent.

No third-party beneficiaries:

These Terms do not create rights for any third party, except that Apple Inc. and its subsidiaries are third-party beneficiaries of these Terms as set out in section 20.

Force majeure:

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including natural disasters, war, terrorism, pandemics, government actions, or infrastructure failures.

Language:

These Terms are drafted in English. If translated into other languages, the English version shall prevail in case of any discrepancy.

If you have any questions or concerns about these Terms, please contact us:

Questo Global S.R.L.

• Email: care@questoapp.com
• Address: 20 Stejarului Street, Cisnădie, Sibiu County, 555300, Romania
• Trade Registry No.: J32/96/2017
• Sole Registration No.: 36999501

We aim to respond to all inquiries within 48 hours.