At digitmatchpuzzle, operated by DigitMatchPuzzle Ltd. (“we,” “us,” or “our”), we strive to provide high-quality digital puzzle entertainment. Because our products are intangible digital assets delivered instantly upon purchase, our refund policy is governed by specific legal standards for digital content.
1. Digital Content and the Right of Withdrawal
In accordance with the UK Consumer Rights Act 2015 and the EU Consumer Rights Directive (2011/83/EU):
Immediate Access: By purchasing a digital game or asset pack on www.digitmatchpuzzle.com, you provide your express consent for the digital content to be delivered to you immediately.
Waiver of Refund Right: You acknowledge and agree that once the digital delivery has commenced (e.g., the download link is sent, the game is accessed, or the activation code is revealed), you lose your statutory 14-day right to change your mind and request a refund.
This policy ensures the integrity of our digital pre-made assets and prevents the unauthorized reproduction of our intellectual property.
2. Refund Eligibility
We will only consider refund requests under the following limited circumstances:
Non-Delivery: If you have not received the digital link or access credentials within 24 hours of purchase, and our server logs confirm that the content has not been accessed or downloaded.
Duplicate Purchase: If you accidentally purchased the same digital product twice within a 24-hour period, we will refund the second transaction.
Technical Defect: If the digital file is proven to be corrupted or defective, and our technical support team is unable to resolve the issue within 48 hours of being notified.
3. How to Request a Refund
If you believe you meet the criteria for a refund, please contact us at:
Email: number@digitmatchpuzzle.com
Information Required: Please include your Transaction ID, the email address used for the purchase, and a detailed description of the issue.
4. Processing of Refunds
Once approved, refunds will be credited back to the original payment method used via Stripe.
Please allow 5 to 10 business days for the refund to appear on your bank statement, depending on your financial institution’s processing times.
5. Chargebacks and Disputes
We encourage all customers to contact our support team directly at +44 7586084260 or via email before initiating a dispute with their bank.
Proof of Delivery: For all digital sales, we maintain comprehensive logs of delivery timestamps and IP access. We provide this evidence to Stripe and relevant banks to contest fraudulent or unauthorized chargebacks.
Account Suspension: We reserve the right to suspend access to all digital assets and future services for any user who initiates an unjustified chargeback.
6. Corporate Identity
DigitMatchPuzzle Ltd.
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Company Registration Number: 14839276
Email: number@digitmatchpuzzle.com