Refund Policy

1. Introduction

This Refund Policy outlines the circumstances under which OTANER GRP LTD ("we", "us", "our") may provide refunds for purchases made on game2zone.com (the "Site"). This policy is designed to comply with the Consumer Rights Act 2015 and other applicable UK consumer protection laws.

Please read this policy carefully. By purchasing Energy or accessing our Services, you agree to the terms outlined herein.

2. General Principle: Energy Purchases Are Non-Refundable

2.1. Virtual Nature of Energy: Energy is a virtual, non-transferable licence to access games on the Site. It has no monetary value outside the platform and cannot be exchanged for cash, transferred to other users, or redeemed for goods or services elsewhere.

2.2. Standard Policy: Once Energy has been successfully added to your account, purchases are final and non-refundable. This is because the digital nature of the product means it is "supplied" immediately upon crediting to your account, and cannot be "returned" in the traditional sense.

2.3. Consumer Rights Notice: This policy does not affect your statutory rights as a consumer under UK law, including your right to a refund if digital content is faulty, not as described, or if we do not have the right to supply it (Consumer Rights Act 2015, Part 1, Chapter 3).

3. Exceptions: When Refunds May Be Considered

We may, at our sole discretion, consider refund requests in the following limited circumstances:

3.1 Technical Failures Preventing Access

If a technical error on our part prevents you from accessing a game after Energy has been deducted, and the issue cannot be resolved promptly, we may refund the Energy or provide equivalent compensation.

3.2 Unauthorised Transactions

If you report an unauthorised purchase made using your account or payment method, we will investigate. If the transaction is confirmed as fraudulent or unauthorised, we will refund the amount and secure your account.

Important: You must report unauthorised transactions promptly. We are not liable for losses resulting from your failure to maintain account security or to notify us of suspicious activity.

3.3 Significant Misdescription of Service

If a game is materially different from its description on the Site (e.g., advertised features are absent, core functionality is broken), and this cannot be remedied, we may offer a refund of the Energy used for that specific game.

3.4 Legal Right to Cancel (Distance Selling)

Under the Consumer Contracts Regulations 2013, consumers generally have a 14-day right to cancel digital content purchases only if they have not consented to the performance beginning during the cancellation period and have not acknowledged they will lose their right to cancel.

Our Implementation: Because Energy is typically used immediately or soon after purchase, and because we require explicit consent to begin performance at the point of purchase, the statutory 14-day cancellation right for digital content generally does not apply to Energy purchases. This is clearly communicated during checkout.

4. How to Request a Refund

4.1. To request a refund consideration, contact our support team at info@game2zone.com with the following information:

• Your account username or registered email
• Date and amount of the transaction
• Transaction ID or order number (if available)
• Detailed description of the issue and why you believe a refund is warranted
• Any supporting evidence (screenshots, error messages, etc.)

4.2. We will acknowledge receipt of your request within 2 business days and aim to provide a decision within 14 days, as required by consumer law.

4.3. If a refund is approved, it will be processed to the original payment method used for the purchase. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

4.4. Refunds are issued in Euros (EUR), the currency of the original transaction.

5. Refunds for Subscriptions or Recurring Payments

If we introduce subscription-based Energy packages in the future:

• You may cancel a subscription at any time via your account settings.
• Cancellation will stop future charges but will not trigger a refund for the current billing period already paid for and accessed.
• Refunds for unused portions of a subscription period may be considered on a pro-rata basis at our discretion, subject to the exceptions in Section 3.

6. Chargebacks and Disputes

6.1. If you initiate a chargeback or payment dispute with your bank or payment provider without first contacting us to resolve the issue, we reserve the right to:

• Suspend or terminate your account
• Withhold any pending refunds pending the outcome of the dispute
• Recover any costs incurred due to the dispute, including chargeback fees

6.2. We encourage you to contact us first to resolve any concerns. Most issues can be resolved quickly and fairly through direct communication.

7. Consumer Statutory Rights

7.1. Nothing in this policy limits your statutory rights as a consumer under UK law, including:

• The right to a repair, replacement, or price reduction if digital content is faulty or not as described (Consumer Rights Act 2015)
• The right to a full refund if we do not have the right to supply the digital content
• Protections against unfair contract terms

7.2. If you believe your statutory rights have been breached, you may:

• Contact us to seek resolution
• Seek advice from Citizens Advice
• Report to Trading Standards via the Citizens Advice Consumer Service (03454 04 05 06)
• Use the Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

8. Policy Updates

We may update this Refund Policy periodically. Changes will be posted on this page with an updated "Last Updated" date. For material changes affecting your rights, we may provide additional notice via email or a prominent Site announcement.

9. Contact Us

For refund requests or questions about this policy:

Company Number: 886858 · Registered in England and Wales