Refunds & Right of Withdrawal

Last updated: [PLACEHOLDER: date]. This is a draft for legal review and is not yet in force.

This page explains your right to withdraw from a purchase of Gold Diamonds under EU consumer law, what you give up so we can deliver instantly, and how we handle refunds and payment disputes.

1. Your EU Right of Withdrawal

If you are a consumer in the European Union, you normally have 14 days from a purchase to withdraw from it without giving a reason, under the Consumer Rights Directive (2011/83/EU).

2. Digital Content Delivered Immediately

Gold Diamonds are digital content that we deliver to your account the moment your payment is confirmed. Under Article 16(m) of that Directive, you lose your 14-day right of withdrawal as soon as delivery begins — but only if, before you pay, you have:

• expressly consented to us starting delivery right away, instead of waiting out the 14-day period; and
• acknowledged that giving this consent means you lose your right of withdrawal once delivery is complete.

Checkout must capture both of these confirmations before payment is taken. [PLACEHOLDER/FLAG: at the time of writing, the checkout flow does not yet present this consent step — this must be added before the withdrawal waiver described here is actually enforceable.]

3. Once You've Consented and Paid

Because delivery is instant and, by law, irreversible once you've given the consent above, purchased Gold Diamonds cannot be withdrawn, cancelled, or refunded after delivery, except as described below.

4. Discretionary Refunds

We may still refund a purchase at our discretion in cases such as an accidental duplicate purchase, unauthorized use of your payment method, or a technical failure that prevented delivery. Contact [PLACEHOLDER: support email] with your order details.

5. Faulty or Non-Conforming Digital Content

Nothing on this page affects your separate statutory right to a remedy if the digital content itself is faulty or not as described, under the EU Digital Content Directive (2019/770). [PLACEHOLDER: confirm the exact remedy process — repair, replacement, price reduction, or termination — with counsel.]

6. Chargebacks & Payment Disputes

If you dispute a charge with your bank or card issuer instead of contacting us, we may suspend the Gold Diamonds and any items obtained with them while the dispute is investigated, and may suspend or terminate your account for repeated or fraudulent disputes. Contact us first — we can usually resolve a billing issue faster than a bank dispute can.

7. Complaints

You can also raise a complaint with your national consumer-protection or alternative dispute resolution (ADR) body. [PLACEHOLDER: name a specific ADR scheme if we choose to commit to one.] The European Commission's centralized Online Dispute Resolution platform was discontinued on 20 July 2025 and no longer accepts complaints; the Commission now directs consumers to their national ADR bodies instead.

8. Contact

Refund or withdrawal questions: [PLACEHOLDER: support email].