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Refund, Withdrawal and Complaints Policy

Version 1.0Effective: 2026-08-03Game Arcs

1. Your Statutory Right of Withdrawal

Under EU Directive 2011/83/EU and applicable national consumer law, you have a 14-day right of withdrawal from contracts for digital content without giving any reason.

The withdrawal period begins on the day the contract is concluded.

2. When the Right of Withdrawal is Lost

The right of withdrawal is lost when all of the following conditions are met:

  1. You expressly request immediate supply of the digital content before the 14-day withdrawal period expires
  2. You expressly consent to delivery beginning before the withdrawal period expires
  3. You acknowledge that delivery beginning causes the loss of the right of withdrawal
  4. This confirmation is provided on a durable medium (your order confirmation email)
  5. The activation key is then made available to you

You are asked to confirm these points at checkout. Your confirmation is recorded and included in your order confirmation email as a durable record.

3. Rights That Are Always Preserved

The withdrawal acknowledgement does not remove your rights in the following situations:

  • A key is invalid or does not activate
  • A key has already been redeemed by another party
  • A key has been revoked by the publisher or platform
  • The wrong game was supplied
  • The wrong edition was supplied
  • The wrong platform was supplied
  • The supplied region differs from the listing
  • One or more purchased keys are missing from your delivery
  • The product does not correspond to its description on the storefront
  • We fail to deliver the digital content

Your compatibility confirmation at checkout does not protect us where the storefront listing itself was incorrect, incomplete or misleading.

4. Defective or Incorrect Delivery

If you receive a defective or incorrect key, you are entitled to:

  • A replacement key
  • A full or partial refund where a replacement is not possible

Contact us at [SUPPORT_EMAIL_ADDRESS] with your order reference and a description of the issue.

5. Change of Mind

Where you have confirmed immediate delivery at checkout and the activation key has been delivered to you, we are not required to accept returns for change of mind. This is consistent with your statutory rights as described in Section 2.

We will always consider exceptional circumstances on a case-by-case basis.

6. How to Request a Refund or Replacement

  1. Email us at [SUPPORT_EMAIL_ADDRESS]
  2. Include your order reference number
  3. Describe the issue clearly
  4. We will respond within 3 business days

7. Complaints

If you are not satisfied with our response, you may:

  • Escalate your complaint in writing to [TELEPHONE_OR_DIRECT_CONTACT_METHOD]
  • Contact the consumer protection authority in your country
  • Use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr

8. Contact

[LEGAL_BUSINESS_NAME]
[REGISTERED_BUSINESS_ADDRESS]
Email: [SUPPORT_EMAIL_ADDRESS]
[TELEPHONE_OR_DIRECT_CONTACT_METHOD]

Other legal documents: