Refund & Cancellation Policy

1.Our 7-Day Goodwill Refund Policy

If you make a purchase directly from GamerGuides.com and decide that it isn’t right for you, you can ask us for a refund within 7 days of the original purchase.

Refund requests are reviewed individually and fairly by our team. You don’t need to prove that something is technically faulty, but we may ask you to briefly explain what went wrong so that we can understand the circumstances.

Examples of situations where we would normally consider a refund include:

• You purchased the wrong subscription, Map Pass or product by mistake.
• You were accidentally charged more than once.
• A paid feature materially doesn’t work as it was described and we haven’t been able to resolve the problem.
• The purchase was materially different from what you reasonably understood you were buying.
• You contacted us promptly about an unintended renewal and have made little or no use of the paid benefits since it renewed.
• There are other genuine circumstances where we believe providing a refund would be fair.

2.Substantial use of paid content

Because Gamer Guides provides digital content and services that can be accessed immediately, we may decline a goodwill refund where the purchase has already been substantially used or consumed.

When reviewing a request, we may take into account activity such as:

• Downloading a substantial amount of paid PDF or EPUB guide content.
• Making extensive use of paid interactive map features or a Map Pass.
• Using a one-off purchase substantially for the purpose for which it was bought.
• Claiming or consuming a paid benefit that cannot reasonably be returned or revoked.
• A repeated pattern of purchasing products, using their paid benefits and then requesting refunds.

There is no single activity or usage number that automatically decides every request. We look at the circumstances as a whole and aim to reach a reasonable outcome.

We may also decline goodwill refunds where we reasonably believe there has been fraud, abuse of the refund process or a serious breach of our Terms of Use.

3.Subscription renewals

You can cancel a recurring Gamer Guides subscription at any time from your account settings. Cancelling stops the subscription from renewing again.

If you cancel without requesting or receiving a refund, you will normally keep your paid access until the end of the billing period you have already paid for.

If a subscription renews when you did not intend it to, contact us as soon as possible. Requests made within 7 days of the renewal will be considered under this policy, particularly where little or no use has been made of the paid benefits since renewal.

In some countries you may have additional statutory cancellation or refund rights following a subscription renewal. Those rights are not limited by this policy.

4.Your statutory consumer rights

This policy does not replace or limit any mandatory rights you have under consumer law.

For example, consumers in the United Kingdom and European Union may have statutory cancellation rights for certain purchases made online. Different rules can apply to online services and to digital content supplied immediately, including downloaded or streamed content.

Where digital content is supplied immediately at your request, the law may allow your statutory right to change your mind to end once supply has begun if you have expressly agreed to immediate supply and acknowledged the effect this has on your cancellation rights.

You may also have legal remedies if digital content or a paid service is faulty, is not as described, is not fit for its intended purpose, or has not been provided with the standard required by applicable law.

These rights may apply outside the 7-day period in this policy. Nothing in this policy affects those statutory rights.

5.One-off purchases and lifetime access

One-off purchases, including individual Map Passes, bundles and lifetime-access products, may be considered under our 7-Day Goodwill Refund Policy.

Because these products can provide their value immediately, we may take the amount of use made of the product into account when considering a goodwill refund.

A lifetime subscription means access for the operational lifetime of the Gamer Guides service, as explained in our Terms of Use. A lifetime purchase is not refundable simply because Gamer Guides later changes ownership, changes over time or eventually ceases operating.

This does not affect any refund or remedy which you are legally entitled to receive.

6.Purchases made through another store

This policy applies to purchases processed directly by Gamer Guides.

If you made your purchase through a third-party platform or retailer, such as the Apple App Store, Google Play or an ebook retailer, the payment is handled by that platform and you will normally need to request any refund through its refund process.

Any mandatory consumer rights that apply to your purchase remain unaffected.

7.How to request a refund

To request a refund, contact us through the Gamer Guides Contact page while signed into the account associated with the purchase.

Please include:

• The purchase you would like us to review.
• The approximate date of purchase.
• A short explanation of why you are requesting a refund.

We’ll review the request and let you know the outcome. Where a full refund is approved, the relevant paid access may end immediately and any associated recurring subscription will be cancelled.

Refunds are normally returned to the original payment method. After we issue a refund, your bank or payment provider may take several business days to show it on your account.

8.Fair use of this policy

We want this policy to protect genuine customers who make a mistake, experience a problem or simply find that a purchase isn’t what they reasonably expected.

At the same time, Gamer Guides contains downloadable guides, extensive interactive maps and other digital resources that can provide substantial value immediately.

For that reason, we reserve the right to refuse discretionary refunds where we reasonably believe the policy is being used to obtain paid content or features without paying for them.

We will always apply this policy reasonably and in accordance with applicable law.

9.Contact us

If you’re unsure whether your purchase may qualify for a refund, contact us and we’ll be happy to take a look.

Gamer Guides Ltd
Company number: 07577548
Registered in England and Wales

Please use the contact form on GamerGuides.com for billing and refund enquiries.