1 Time Period
You are entitled to a full refund or an exchange within 14 days PROVIDED that you have not downloaded any files other than Zip 1 (Host Instructions). After 14 days, we will not refund products.
1.1 Agreement to Waiving the EU Statutory Rights Period
As stated in our Terms and Conditions page, section 8.1, by purchasing our products (and ticking the Terms agreement box on the Checkout page), you agree to waive the EU Directive 14-day cooling-off period IF you begin downloading files other than Zip 1 (Host Instructions). (See https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm)
2 Refunds
2.1 Refunds for Gift Vouchers
Refunds will not be given for gift vouchers after 14 days. We may at our discretion look sympathetically at changing the Gift Voucher amount.
As stated in our Terms and Conditions, section 11, if the recipient buys a game for a lesser amount than that stated on the Gift Voucher, we will give them an additional voucher for the difference in price if they contact us via our contact form. We are also happy to extend the date of the Gift Voucher upon request via our contact form.
2.2 Refunds for Downloadable Games
Refunds will NOT be given after the first download or partial download of documents other than Zip 1 (Host Instructions). (As you are buying a downloadable product, we have no way of preventing you from using a game once you have downloaded it.)
We encourage everyone to view the sample game materials at the bottom of each product page before purchase to ensure that this is the right game for you. These materials are always actual materials for the game you are considering. We also encourage potential customers to read the information that appears at the top of the Cart page once a game has been selected for purchase. If you have any additional questions, please email us before purchasing.
2.3 How to Request a Refund
Email us via our contact form giving your order number, date of purchase and product purchased. We generally reply within a working day but this may take up to seven working days. Under exceptional circumstances (for example, illness) it might take longer.
2.4 Refund Method
If a refund is approved, money will be refunded via PayPal to the account that purchased the product. This should take 2- 7 working days for us to make the request to PayPal. Under exceptional circumstances (for example, illness) it might take longer. No other methods of refund will be given.
3 Exchanges
3.1 Exchanges Due to the Number of Players Changing
As stated in our Terms and Conditions, Section 9, we try to help customers by offering a 40% discount on different versions of the SAME game if the number of players changes and if the buyer makes this request within 30 days of purchase. We may at our discretion look sympathetically at a request that occurs outside of 30 days.
The different versions of the same game CANNOT be mixed and matched as the game will then NOT work. If the buyer buys a different version of a game, it is the buyer’s responsibility to ensure that ALL players have the booklets and clues for the correct game version.
3.2 Exchanges due to Changing Whether the Game is Played Virtually or Face-to-Face
As stated in our Terms and Conditions, Section 10, we are happy to offer customers a 100% exchange between the Virtual and Face-to-Face versions of the SAME game if this request is made via our contact form.
3.3 Exchange due to Choosing a Different Theme of Game
We may at our discretion look sympathetically upon exchanging one theme of game for another providing that files have NOT been downloaded. If an exchange is approved, then we will cancel the ability to download files on the first order.
3.4 How to Request an Exchange?
Email us via our contact form giving your order number, date of purchase, game purchased and type of exchange requested. We generally reply within a working day but this may take up to seven working days. Under exceptional circumstances (for example, illness) it might take longer.
3.5 Exchange Method
We send customers a discount voucher code that they can paste into the Coupon Code field of the Cart or Checkout pages to receive the discount.
During working hours, we generally send this discount voucher code by the end of the working day, often within a shorter timescale, but do state on our Term and Conditions page, Section 9, that “in the event of illness, injury or circumstances outside the Seller’s control, this time period might change, at the Seller’s complete discretion”.
Outside of working hours, we will wait until the next working day before making an exchange. Again, we do state on our Terms and Conditions page, Section 9, “in the event of illness, injury or circumstances outside the Seller’s control, this time period might change, at the Seller’s complete discretion”.
3.6 What Happens If I Have a Last-Minute Change to the Number of Players And It Is Not During Working Hours or I Do Not Hear From You In Time?
If you need to change the number of players for the SAME game at the last minute, then please purchase the required version of the SAME game and send us an email via our contact form to let us know what has happened. Providing that this is for the SAME game, then we will refund your PayPal account 40% of the second purchase.
We will generally make this refund within two working days but in the event of illness, injury or circumstances outside of our control, this time period might change, at our complete discretion.
4 Returns
At this moment in time, we offer downloadable products, not physical products, and so physical returns are not relevant. Please see our refund policy (section 2 above).