Refund Policy – PlayVerse

Welcome to PlayVerse. We appreciate your trust in choosing us for your video gaming needs. We aim to provide our customers with access to high-quality titles, expansions, and gaming services across a variety of platforms. While we strive for complete satisfaction, we understand that there are situations where a refund may be necessary. This Refund Policy outlines the terms, conditions, and procedures for requesting refunds on products or services purchased from our store.

By completing a transaction through our platform, you agree to comply with the conditions below.

1. Scope of the Policy

This policy applies to all video game-related products sold through our store, including but not limited to:

• Digital game downloads
• Physical game copies
• Season passes and expansions
• In-game purchases
• Subscriptions
• Pre-orders

Eligibility for a refund is based on product type, usage, and the timing of the refund request. Refunds, if approved, are issued to the original payment method and may take 7 to 14 business days to process, depending on your financial institution.

2. Digital Video Games

Refunds for digital video game purchases are subject to the following conditions:

• The request must be submitted within 14 calendar days of the purchase date.
• The game must not have been played for more than 2 hours in total.
• The game must not have been modified or shared.
• The product key must not have been redeemed on a platform such as Steam, Xbox, PlayStation, or similar.

Games that have been activated, heavily used, or downloaded across multiple systems are not eligible for a refund unless a technical fault prevents basic functionality.

3. Physical Video Games

Physical copies of games, including console and PC discs, can be refunded if:

• The item is returned within 15 calendar days of the purchase date.
• It is unopened and still in its original shrink-wrapped packaging.
• You provide proof of purchase.

If the game is defective (e.g., won’t read or install), we will replace it or offer a refund if reported within 7 calendar days of receipt. Opened but working games are non-refundable.

4. In-Game Purchases and Virtual Currency

We recognize the importance of fair treatment in virtual transactions. Refunds for in-game purchases may be granted if:

• The purchase was made in error (e.g., duplicate transaction), reported within 3 calendar days.
• The purchased item has not been used or equipped.
• The product was not delivered due to a confirmed system error.

Used or consumed virtual goods, such as skins, boosters, or coins, are not eligible for a refund.

5. Downloadable Content (DLC), Add-Ons & Season Passes

DLCs and additional content are refundable under these conditions:

• The request is made within 7 calendar days of purchase.
• The content has not been downloaded, installed, or integrated into the base game.
• No part of the content has been consumed, even partially.

If DLC causes technical errors that render the game unplayable and we are unable to fix the issue, we may issue a refund.

6. Game Subscriptions and Services

If you purchase a subscription service related to video games (e.g., online passes, game libraries, cloud services), the following rules apply:

• Initial subscriptions are refundable within 7 calendar days, provided no services were used.
• Auto-renewal refunds may be requested within 3 calendar days of renewal if the account has not accessed the service.
• Cancellation halts future charges but does not retroactively refund prior payments unless aligned with the above timeframes.

7. Pre-Orders

Pre-order purchases for upcoming game releases can be refunded if:

• The cancellation request is submitted no later than 2 calendar days before the release date.
• No pre-release access or bonus content has been redeemed.

Once the game is released and downloaded, it is treated under the digital games section of this policy.

8. Bundled Products

If you purchased a bundle containing multiple games or content items:

• A full refund is possible if none of the bundled items have been used or activated.
• Partial refunds for individual items in a bundle are not granted.
• The request must be made within 14 calendar days of the purchase date.
• Any activated part of the bundle may disqualify the entire package from a refund.

9. Gifted Games

Refunds on gifted games are allowed under these conditions:

• The gift has not been accepted or activated by the recipient.
• The request is made within 14 calendar days of the original purchase.

Once the gift is redeemed, the transaction is considered final and non-refundable.

10. Technical Issues and Faults

If you experience a technical issue that renders the game unusable:

• Contact our support team within 10 calendar days of purchase.
• Provide error logs, screenshots, or other documentation.

If we cannot resolve the problem, a full or partial refund may be issued depending on the severity of the issue.

Refunds are not granted for incompatibility caused by unsupported systems or failure to meet the game's minimum requirements.

11. Abuse and Misuse of the Refund System

To prevent abuse, we monitor refund request history. We may refuse refunds or suspend refund privileges if:

• Excessive refund requests are made within short periods.
• Patterns suggest an attempt to exploit the refund policy.
• Fraudulent purchases are detected.
• Deliberate misuse of digital content, such as playing a game to completion before requesting a refund, is considered abuse.

12. Items Not Eligible for Refund

Some items are sold as final and are not eligible for refunds under any circumstances:

• Time-limited content or special event access.
• Games or codes marked as "non-refundable" at the point of sale.
• Clearance or promotional items with disclosure at checkout.

13. How to Request a Refund

To request a refund:

• Log into your PlayVerse account.
• Locate the purchase in your transaction history.
• Select the item and submit a refund request, including a brief explanation.
• For physical items, await return instructions and ship the product back within 10 calendar days of approval.

Our team will review your request within 5 business days and contact you with a resolution.

14. Updates to This Policy

We reserve the right to modify this Refund Policy. Any updates will apply only to future transactions. Prior purchases remain governed by the policy in place at the time of purchase.

Conclusion

We value your satisfaction and gaming experience. Our Refund Policy is crafted to offer fairness and transparency while respecting the digital nature of modern video game purchases. Should you have any questions, feel free to contact our support team.

Thank you for choosing PlayVerse — where your entertainment is our priority.