Legal

Refund Policy

Last updated November 8, 2026

This Refund Policy forms part of the Terms and Conditions of Playhatch and applies to all purchases made on playhatch-demo.duckdns.org. As we sell creator plans, which are digital services that start as soon as payment is confirmed, special rules apply to refunds due to the nature of digital services delivered after payment confirmation.

1. Scope of This Policy

1.1 Applicable Purchases. This Policy applies to:

Creator plans purchased directly through the Platform, including their monthly renewals

Playing games on Playhatch is free, so there is nothing to refund for players.

1.2 Exclusions. This Policy does not apply to:

Purchases made via third-party marketplaces or external retailers
Payment disputes initiated directly with payment providers without contacting support
Cases involving fraud, abuse, or violation of our Terms

Nothing in this Policy limits mandatory consumer rights under applicable law.

2. Important Notice Regarding Digital Content

By purchasing digital products from Playhatch, you acknowledge and agree that:

Your plan starts as soon as payment is confirmed, and its limits and features are applied to your creator account straight away;
Once you have used the plan's additional limits in a billing period, for example by publishing more games than the Free plan allows, uploading a build larger than the Free plan allows, or inviting team members, the service for that period is considered supplied;
You expressly ask for your plan to start immediately when you choose it, and acknowledge that if you cancel within the statutory cancellation period you may have to pay for the part of the plan already provided, where permitted by law.

3. Refund Eligibility

Due to the nature of digital services, refunds are limited.

3.1 Eligible for Refund. A refund may be granted if:

The payment was made less than 30 days ago;
The plan's additional limits have not been used in the billing period the payment covers;
A renewal was charged that you did not intend, and you cancel the plan and ask for a refund within 30 days of that renewal without having used the plan since;
There is a verified technical issue preventing the plan from being applied to your account;
After review, an eligible issue with the plan has been confirmed and cannot be resolved by applying the plan again.

3.2 Non-Refundable Situations. Refunds will generally not be granted if:

The plan's additional limits have been used in the billing period the payment covers;
The payment was made more than 30 days ago;
The plan was chosen by mistake but its additional limits were already used;
The plan's limits and features were described on the pricing page and in Dashboard → Billing before purchase, and worked as described;
There is evidence of policy abuse, including repeated refund attempts.

3.3 Cancelling Your Plan. You can cancel at any time in Dashboard → Billing by switching to the Free plan. Your plan stays active until the end of the billing period you have paid for and is not renewed again. Cancelling stops future payments; it does not refund the current period unless the payment is eligible under section 3.1. Games that are already live stay live after the change, but you cannot submit more until you are within the Free plan's limits.

4. How to Request a Refund

4.1 Contacting Support. Submit a request via:

Email: support@playhatch-demo.duckdns.org
Support page: playhatch-demo.duckdns.org/contact

Please include:

The date and amount of the payment, as shown in Dashboard → Billing
The email associated with your account
A clear explanation of the issue
Supporting evidence (screenshots, error messages, etc.)

Incomplete requests may delay processing.

5. Refund Processing

5.1 Payment Method. Approved refunds will be issued to the original payment method whenever possible. If this is not technically feasible, an alternative method may be offered at our discretion.

5.2 Processing Time. Refund processing times depend on the payment provider and typically take several business days. Playhatch is not responsible for delays caused by banks or payment processors.

5.3 Chargebacks and Payment Disputes. Before initiating a chargeback with your bank or payment provider, you agree to contact Playhatch support to attempt resolution.

Unjustified or fraudulent chargebacks may result in:

Immediate suspension of your account
Permanent restriction of future purchases
Recovery action for losses incurred
Sharing of relevant transaction evidence with payment processors

We reserve the right to contest chargebacks by providing proof of delivery, access logs, and transaction records.

6. Fraud Prevention and Abuse

To protect the integrity of our platform:

We monitor unusual refund patterns
We may deny refund requests where abuse is suspected
We may require additional verification before approving refunds

Repeated attempts to exploit refund processes may result in permanent account suspension.

7. Consumer Rights

If you are located in the United Kingdom or European Economic Area, you may have statutory rights under applicable consumer protection laws.

However, if you asked for your plan to start during the cancellation period, you may have to pay for the part of the service already provided when you cancel.

Nothing in this Policy limits your mandatory legal rights.

8. Contact Information

For refund-related questions:

{COMPANY_LEGAL_NAME}, {REGISTERED_OFFICE}.

Email: support@playhatch-demo.duckdns.org.