Refund Policy

A game token gives you immediate access to digital content. When you buy a token and start a case, you agree to us supplying that content straight away. As a result, the standard 14-day "change of mind" cancellation right under the Consumer Contracts Regulations 2013 no longer applies once you have started/accessed the case.

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015. Digital content must be of satisfactory quality, fit for purpose and as described. If it is not, you may be entitled to a repair, replacement or refund.

• You were charged but no token or access was granted (for example, a payment was taken but the purchase did not complete on our side).
• You were charged more than once in error for the same purchase.
• A technical fault on our side prevented you from accessing or playing a case you paid for, and we were unable to resolve it.
• The content was materially not as described.

• You have started or completed the case and simply changed your mind.
• You did not solve the case, ran out of time, or were unhappy with your score — these are part of the game.
• You did not use a token before it was consumed by starting a case.
• Issues caused by your own device, browser or internet connection that are outside our control.

Email info@it-msp.net from the email address on your account, with the date of purchase and a short description of the problem. Please contact us within 14 days of the issue where possible.

Approved refunds are returned to your original payment method via our payment provider, Stripe, normally within 5–10 business days depending on your bank or card issuer. We will refund the amount paid, including VAT where applicable.

IT-MSP LTD, trading as Detectively — company number 10544919, VAT number 325 6740 01. For any billing question, email info@it-msp.net.