Refunds & Cancellation

Before completing checkout you are asked to expressly consent to immediate delivery of Case Pack 01 and to acknowledge that, once delivery has begun, your statutory 14-day right of withdrawal under EU consumer law no longer applies (Directive 2011/83/EU, Art. 16(m)).

A purchase cannot proceed unless you tick that consent. Your consent is recorded server-side with the payment record for audit.

• Duplicate charge. If our records show two charges for the same account within the same 24-hour window we will refund the duplicate on our own initiative.
• Access failure. If a completed payment did not unlock Case Pack 01 on your account and we cannot resolve it within seven days of your first support message, you can request a refund.
• Chargeback / dispute. If Stripe informs us that a charge has been reversed, we treat the entitlement as revoked and premium access is removed accordingly.

• Cases have already been opened, evidence examined or an accusation submitted — delivery of the digital content has begun.
• You changed your mind about the content of an included case after gaining access to it.
• The purchase was made outside of the CaseZero checkout (for example through a fraudulent copy of the game); we can only refund payments we received.

Email support@playcasezero.com within 30 days of the purchase from the account that made the payment. Include the Stripe receipt id from your receipt email. We respond within seven working days.

Approved refunds are returned by Stripe to the original payment method (typically 5–10 business days). When a refund is issued the Case Pack 01 entitlement is revoked from the account automatically: premium cases become locked again, existing progress is preserved, and Case #0001 remains free.