Refund Policy

Rules for Reimbursements on EnigmaRoom

Overview

This Refund Policy describes the standards and conditions under which EnigmaRoom may issue reimbursements for digital transactions conducted on the platform. Our goal is to maintain clarity and fairness for every user while ensuring that the integrity of our services is preserved. By completing a purchase within EnigmaRoom, you agree to the guidelines outlined here, which are intended to provide a transparent process for handling refund-related matters.

The policy applies to all transactions, including purchases of virtual content, additional features, unlockable items, or other forms of digital products available within EnigmaRoom. We encourage all players to review these rules carefully to understand under what circumstances refunds may be approved or denied, and how requests should be submitted.

1. Refund Eligibility Window

Refunds may be requested within fourteen (14) calendar days from the original date of purchase. This period allows users to review the purchased content and verify its functionality. After this timeframe, refund eligibility is limited and may only be granted for significant technical issues or platform-related errors that prevent proper access to purchased goods.

Requests submitted after the eligibility window will require additional review and are not guaranteed to be approved. For the smoothest resolution, users should file requests within the fourteen-day period.

2. Digital Products and Limitations

Most digital purchases are considered final once delivered, since digital content cannot be returned in the same way as physical items. This includes in-game tokens, downloadable materials, or exclusive access rights. Refunds for such products will only be provided if the content was not delivered correctly, is corrupted, or cannot be accessed due to verified technical faults on the EnigmaRoom platform.

Players experiencing delivery or access issues should report the problem promptly to support services. Refunds may be granted after verification of the reported issue.

3. Revocation of Access

When a refund is granted, EnigmaRoom will revoke all rights to the refunded product. This includes removal of access to digital items, features, or licenses tied to the refunded purchase. This ensures a fair and balanced system, preventing users from retaining access to refunded goods.

In the case of bundled purchases, EnigmaRoom reserves the right to revoke access to all or part of the bundle depending on the scope of the refund.

4. Processing Timeframe

Refunds may take up to ten (10) business days to process after approval. The timeframe may vary depending on the payment method and the involvement of third-party providers. While we strive to resolve refund requests quickly, delays caused by external financial institutions are outside our control.

Users will be informed of the progress and completion of their refund request through their account details or registered contact methods.

5. Non-Refundable Situations

Refunds will not be provided under the following circumstances:

Accidental or mistaken purchases made by the user
Discontent with the design, story, or difficulty of content
Penalties, suspensions, or bans due to rule violations or misconduct
Issues resulting from unauthorized modifications or third-party software

Exceptions may be considered in extraordinary cases at the discretion of the EnigmaRoom support team.

6. Request Submission Procedure

Refund requests must be filed through the official EnigmaRoom support page. Each request should include the following:

Order number or transaction ID
Details of the product or service in question
Date of purchase
Reason for refund request with any supporting details

The support team will review submitted claims fairly and provide resolution within a reasonable time frame.

7. Event or Pre-Order Purchases

Content acquired through pre-orders or limited-time events may be subject to separate conditions. These terms will be made clear during the purchase process. Refunds for such items will only be considered in the event of technical issues, failed delivery, or significant event changes.

It is the user’s responsibility to review event-specific or pre-order policies prior to completing the purchase.

8. Updates to the Refund Policy

EnigmaRoom reserves the right to update this policy at any time. Revised versions will include an updated effective date and will take effect upon publication. Users will be notified of major changes affecting refund conditions or processes.

By continuing to use the EnigmaRoom platform after updates are published, users acknowledge and accept the updated policy terms.

EnigmaRoom strives to provide clear, fair, and consistent solutions to all refund requests. We value the trust of our players and remain committed to addressing issues in a timely and transparent manner.