Refund and digital goods policy

Template notice for the site owner: consumer refund rules for digital goods differ by country and are largely mandatory. Have this reviewed for every market you sell into before you begin trading.

1. Immediate delivery and what you agree to at checkout

Digital products are made available the moment your payment clears. At checkout you ask us to begin delivery immediately and you acknowledge that, once the file has been downloaded, the statutory cooling off period that would normally let you cancel within 14 days no longer applies. This is the standard position for digital content across the UK and the EU, and we show it at checkout rather than burying it here.

If you have paid but not yet downloaded anything, you can still cancel for a full refund.

2. When we will refund you

We refund in full, regardless of whether you have downloaded the file, in any of these cases:

• The download is corrupt, incomplete, or will not install, and we cannot supply a working replacement.
• Your download link fails and we cannot reissue a working one.
• A licence key or activation supplied with the product is invalid, already used, or does not work, and we cannot replace it.
• The product is materially different from its description on the product page.
• You were charged twice for the same order, or charged for an order that failed.
• The transaction was not authorised by you. Tell us and your bank immediately in that case.

Our first step is usually to fix the problem, by reissuing a link or replacing a key. If that does not work, you get your money back. We will not send you round in circles.

3. When we will not refund you

• You changed your mind after downloading the file.
• You bought the wrong title and have already downloaded it.
• You do not enjoy the game, or it is shorter or harder than you expected.
• Your computer does not meet the system requirements that were published on the product page before you bought.
• You cannot get the product to work but will not let us help diagnose the problem.
• The product was obtained through a breach of our terms of service, for example a shared or resold account.

4. Bundles

A bundle is priced as one purchase. If a single title inside a bundle qualifies for a refund under section 2, we refund the difference between what you paid and the bundle price that would have applied without that title, rather than the full bundle. If enough titles fail that the bundle no longer works as sold, we refund the whole bundle.

5. How to ask for a refund

Email admin@tzagg.net within 14 days of your order with your order number, the title affected, and a short description of the problem. Screenshots of any error message help. We will reply within one business day.

6. How refunds are paid

Refunds go back to the original payment method. We process them within three business days of approving the request. How quickly the money appears after that is up to your bank or PayPal, and is usually between three and ten business days. Once a title is refunded, your access to it and its download links is withdrawn.

7. Chargebacks

If something has gone wrong, contact us first. We can almost always resolve it faster than a chargeback, which typically takes weeks. Raising a chargeback without contacting us may lead to your account being suspended while the dispute is open.

8. Your statutory rights

Nothing on this page removes the rights you have under consumer law where you live, including the right to a remedy when digital content is faulty, not as described, or not of satisfactory quality. Where this policy and that law disagree, the law wins.