Thank you for choosing spotcuepuzzle (available at www.spotcuepuzzle.com). This Refund and Cancellation Policy (“Policy”) defines the conditions under which refunds are regulated for our desktop online “Spot the Difference” puzzle game packages. This document ensures alignment with international digital merchant operating guidelines and European Union consumer digital asset statutory codes.
1. Merchant Information & Operational Entity
This platform and its proprietary virtual inventory are fully self-operated and controlled by the registered brand owner:
Brand Name: spotcuepuzzle
Official Website: www.spotcuepuzzle.com
Registered Corporate Address: Suite 302, 13/15 Wentworth Ave, Sydney NSW 2000, Australia
Support Contact Hotline: +61 282756767
Dedicated Customer Email: difference@spotcuepuzzle.com
2. General No-Refund Policy for Instantly Delivered Digital Content
All items available on spotcuepuzzle are intangible, pre-made virtual digital packages consumed directly via a desktop web browser. Due to the inherent nature of instant virtual distribution (where the digital asset is immediately processed, authorized, and rendered accessible on your device), all purchases are strictly one-time transactions and are non-refundable and non-exchangeable once delivery has been executed.
3. Statutory EU Legal Framework: Exclusion of the 14-Day Cooling-Off Period
Under the European Consumer Rights Directive (2011/83/EU), European buyers typically have a statutory 14-day window to cancel distance purchases for a full refund. However/ digital goods delivered in a non-tangible medium are subject to a specific legal exemption once execution has commenced.
MANDATORY CONSUMER DISCLOSURE FOR EUROPEAN RESIDENTS:
By purchasing our game packages through our secure checkout, you explicitly acknowledge and grant your express prior consent to the immediate performance of this contract. Consequently, you agree that once our server initiates the digital delivery (by unlocking the games on your browser or sending you the access credentials), you immediately and fully waive your statutory 14-day right of withdrawal under Article 16(m) of the EU Consumer Rights Directive. We do not provide refunds for changes of mind, device incompatibility arising from non-desktop configurations, or completion of the puzzle packages.
4. Limited Technical Exceptions & Resolution
We review and grant exceptions to this Policy only under the following specific circumstances:
Unactivated Transactions (Server Error): If a user has completed payment but our central database logs confirm that the digital package was never successfully unlocked, accessed, or delivered due to a server-side technical failure, a full refund will be processed to the original payment method within 7 business days.
Duplicate Charges: In the event of an accidental technical double-billing anomaly for the exact same package within an identical timestamp, the duplicate transaction will be immediately reversed.
5. Transaction Security and Verification
To maintain a secure payment environment and ensure transaction integrity, spotcuepuzzle systematically logs user account logins, time-stamped IP locations, and individual game access data. In the event of an unverified billing dispute or claims regarding unauthorized transactions, these automated server logs will be utilized as definitive administrative evidence to verify the successful fulfillment and completion of the order.
6. How to Request Technical Resolution
If you encounter a genuine billing anomaly or a technical server block preventing immediate delivery, please reach out to our team directly before taking external financial actions. Contact our specialized customer relations team via email at difference@spotcuepuzzle.com. We guarantee an evaluation and response within 24 hours to ensure your access is correctly restored or any billing anomaly is rectified.