1. Our refund commitment
We want you to be satisfied with products purchased from Ouroboros Play Ltd. This policy explains when and how you can request a refund. It applies to purchases made through our website unless a product page, checkout or mandatory law provides more favourable terms.
2. Eligibility
We will generally approve a request made within 14 days when:
- the product was not delivered or cannot be accessed;
- the product is materially defective and we cannot resolve the issue within a reasonable time;
- you were charged more than once for the same order; or
- the purchase was unauthorised, subject to reasonable verification.
For digital content or services supplied immediately, your statutory cancellation right may end once supply begins if you expressly requested immediate performance and acknowledged this at checkout. This does not affect rights you have when content is faulty, misdescribed or not supplied.
3. Generally non-refundable items
Except where required by law, refunds may be declined for requests made after 14 days; purchases substantially used, consumed or completed; issues caused by unsupported devices, third-party modifications or failure to meet clearly stated system requirements; change-of-mind requests after digital content has been accessed or downloaded; and accounts suspended for a material breach of our Terms.
4. Subscriptions
You can cancel a subscription at any time to prevent the next renewal. Unless required by law, cancellation does not refund charges already paid or provide a prorated refund for the current billing period. If a renewal charge was made unexpectedly, contact us within 14 days; we will review the circumstances, including whether the service was used after renewal.
5. How to request a refund
Email support@ouroborosplay.com with your name, purchase email, order or transaction number, product name and a short explanation. Do not send payment card details. Purchases processed by Paddle may also be managed using the help or subscription link in your Paddle receipt.
6. Processing approved refunds
We aim to respond within 5 business days. Approved refunds are returned to the original payment method through Paddle or the applicable payment provider. While we normally initiate an approved refund promptly, your bank or payment provider may take an additional 5–10 business days to display it. Currency conversion or bank fees are controlled by the relevant provider.
7. Chargebacks
Please contact us first so we can investigate and resolve a billing issue. This does not limit your right to contact your bank or payment provider or exercise any legal remedy.
8. Mandatory consumer rights
Nothing in this policy excludes or restricts rights that cannot be waived under applicable consumer law. If local law gives you a longer cancellation period or additional remedies, those rights apply.
9. Contact
Refund questions can be sent to Ouroboros Play Ltd. at support@ouroborosplay.com.