Thank you for choosing pawsdotdiff (www.pawsdotdiff.com). We are dedicated to providing high-quality online virtual pet puzzle game packages to our European customers. Because our services consist entirely of instant-access digital content, our refund and cancellation practices are governed by specific statutory frameworks under European Union consumer protection laws.
Please read this policy carefully before completing your purchase.
1. Statutory EU Right of Withdrawal Waiver
Under the European Union Consumer Rights Directive (Directive 2011/83/EU), consumers generally have a 14-day right to withdraw from online purchases without giving any reason. However, European law provides a strict exception for digital content that is not supplied on a tangible medium (such as downloadable files or browser-based software).
Immediate Performance: By placing an order and completing your transaction on our platform, you grant your explicit prior express consent for pawsdotdiff to begin the performance of the contract immediately.
Waiver of Right: You explicitly acknowledge and agree that once the digital delivery process begins (i.e., when the access link or digital game package credentials are generated and displayed on your screen or dispatched to your email), you waive your statutory 14-day right of withdrawal.
Final Sale: Because our virtual pet puzzle packages are fully pre-made and consumed immediately upon access, all sales are considered final and non-refundable once delivery has taken place.
2. Exceptional Circumstances for Refunds
We value consumer satisfaction and understand that unexpected technical difficulties can occur. We will evaluate and issue a refund or corrective remedy exclusively under the following verified conditions:
Technical Defect or System Failure: If a major technical defect on our website or within the digital package completely prevents you from accessing or playing the game, and our technical support team is unable to resolve or repair the issue within 48 hours of being notified.
Duplicate Transactions: If an automated billing glitch results in you being accidentally charged twice for the exact same digital package in a single session, we will promptly reverse the duplicate charge.
Note: Inability to play due to unsupported or obsolete web browsers on the user’s side does not qualify as a platform defect.
3. How to Request Assistance or a Refund
If you experience a technical issue or believe your transaction qualifies for an exceptional refund, you must contact our customer support team directly. To help us mitigate fraud and process requests efficiently, please follow these steps:
Contact Channel: Send an email to game@pawsdotdiff.com.
Required Information: Please include your full name, the email address used at checkout, the date of purchase, and your Stripe transaction/order reference. If reporting a defect, please provide a clear description or screenshot of the error.
Processing Time: Our team monitors incoming tickets 24/7. We will investigate your case and provide a definitive response or resolution within 24 hours. Approved refunds will be credited back to your original payment card via Stripe within 5–10 business days, depending on your financial institution.
4. Chargebacks and Dispute Prevention
We strongly encourage our customers to contact us directly at game@pawsdotdiff.com to resolve any operational bottlenecks or payment misunderstandings. Initiating an unauthorized chargeback through your credit card provider or bank violates our Terms of Service and disrupts our secure payment infrastructure provided by Stripe. We are committed to addressing all legitimate customer concerns professionally and transparently within 24 hours.
5. Contact and Company Transparency
In accordance with European e-commerce transparency laws, our official corporate identity and contact channels are fully disclosed below:
Brand / Entity Name: pawsdotdiff
Official Website: www.pawsdotdiff.com
Registered Office Address: Hegedűs Gyula utca 49-51. Fsz. 5., 1136 Budapest, Hungary
Customer Support Email: game@pawsdotdiff.com
Contact Phone Number: +36 702075802