This draft describes Zyperax's intended unused-currency guarantee and separate statutory withdrawal rights. It does not reduce rights available under applicable consumer law.
14 days to request a full unused-currency refund
Request a refund within 14 days of purchase if all currency supplied by that purchase is entirely unused. The guarantee covers the whole eligible purchase. Partial refunds of an order or its remaining currency are not offered under this voluntary guarantee.
Currency supplied with the purchase includes any bonus currency attached to that order. Currency is used when it is spent, exchanged or consumed for a game benefit. An eligible full refund reverses the currency and bonus credits supplied by the order. Do not spend them while your request is being assessed.
[CONFIRM before launch: how spending is attributed when several orders or other currency grants share one balance, and how transferred currency and bonuses are checked. The purchase records must support this eligibility decision consistently.]
This guarantee concerns purchased virtual currency. Time-based premium benefits and other digital products require their own stated offer conditions. Your statutory rights continue to apply to every qualifying purchase.
How to request a refund
Contact [CONFIRM: support email] within the 14-day period. Include your order reference, purchase date and the email associated with the account. Say that you want a full refund under the unused-currency guarantee. Do not send your password or payment-card number.
We will check the purchase and usage records and explain the result. Approved refunds go to the original payment method unless a different method is expressly agreed. [CONFIRM: operational response and payment-processing times for the selected payment providers.] Statutory reimbursement deadlines take precedence where they apply.
Your statutory right of withdrawal
Where EU distance-contract rules apply, consumers generally have 14 days from conclusion of a digital-content or service contract to withdraw without giving a reason, subject to the legal conditions and exceptions for that type of purchase.
For digital content not supplied on a physical medium, that right can be lost when supply begins only if the required conditions are met, including your prior express consent to early supply, your acknowledgement that this loses the withdrawal right, and the required contract confirmation. Delivery alone does not automatically remove the right. Different rules apply to services.
The unused-currency guarantee is an additional promise. It may apply even where a statutory withdrawal right has validly ended. Conversely, the guarantee's restrictions do not remove a statutory withdrawal right that still exists.
Sending a withdrawal notice
Send an unambiguous statement to [CONFIRM: operator name, postal address and email] before the withdrawal period expires. You may use the wording below, but using this form is optional.
To: [operator name, address and email]
I hereby give notice that I withdraw from my contract for the following digital content or service: [description and order reference].
Ordered on: [date].
Consumer name: [name].
Consumer address: [address].
Date: [date].
Signature: [only if sent on paper].
For a valid statutory withdrawal, reimbursement is made without undue delay and normally within 14 days after we receive your notice, using the original payment method unless you expressly agree otherwise, without reimbursement fees. Any lawful exception or proportionate payment for services supplied at your express request must be assessed under the applicable rules.
Failed delivery, defects and unauthorised payments
Contact support if an order is missing, incorrect or appears unauthorised. The no-partial-refund condition of our voluntary guarantee does not exclude legally required price reductions, refunds, remedies for defective digital content or rights relating to unauthorised payments. We assess those matters separately.