Refund and Dispute Policy

Last Updated: 18th June 2025

Effective Date: 18th June 2025

Overview

This policy explains your rights regarding refunds and disputes when purchasing gaming credits from Pawley Services Ltd (trading as Pawley Games). We are committed to providing fair and transparent terms while complying with applicable consumer protection laws.

What Are Gaming Credits?

Gaming credits are digital currency units that you can purchase and use within our game to access premium features, content, and services. Once purchased, credits are immediately added to your game account and become available for use.

Your Refund Rights

14-Day Withdrawal Right

Under consumer protection law, you normally have the right to cancel your purchase and receive a full refund within 14 days without providing any reason.

⚠️ Important:

By purchasing gaming credits, you expressly consent to immediate delivery and use of the digital content. Once you complete your purchase:

Credits are instantly added to your game account
You can immediately use these credits in-game
By using any portion of your purchased credits, you waive your 14-day withdrawal right for the entire purchase

When Refunds Are Available

Full Refunds:

Unused credits within 14 days: If you haven't used any of your purchased credits within 14 days, you can request a full refund
Technical issues: If credits fail to be delivered to your account due to technical problems on our end
Unauthorized purchases: If you can demonstrate that a purchase was made without your authorization

Partial Refunds:

Account termination by us: If we terminate your account for reasons other than breach of terms, unused credits will be refunded on a pro-rata basis
Service discontinuation: If we permanently shut down the game, unused credits will be refunded on a pro-rata basis
Extended service outages: If our service is unavailable for 48 or more consecutive hours, unused credits may be eligible for pro-rata refunds

When Refunds Are NOT Available:

Used credits: Once you've spent any portion of your purchased credits in-game
Account violations: If your account is suspended or terminated due to violation of our terms of service
Buyer's remorse: Simple change of mind after using credits
After 14 days: Requests made more than 14 days after purchase (unless covered by our 2-year guarantee)

2-Year Guarantee for Defective Digital Content

You have a 2-year guarantee from the date of purchase. If your gaming credits don't work as described or are defective, we will:

First option: Fix the problem at no cost to you
If fixing isn't possible: Provide a replacement or full refund

Examples of defective digital content:

Credits that don't appear in your account after purchase
Credits that cannot be used due to persistent technical faults
Significant functionality issues with the credit system that prevent normal use

Note: Temporary service interruptions, brief outages, or scheduled maintenance do not constitute defective digital content. However, extended outages of 48 hours or more may qualify for partial refunds as described above.

How to Request a Refund

Step 1: Contact Us

Email us at support@thronedream.com with:

Your purchase confirmation number
Date of purchase
Reason for refund request
Screenshots if relevant

Step 2: Verification

We will verify:

Purchase details
Credit usage history
Eligibility under this policy

Step 3: Processing

Approved refunds: Processed within 14 days to your original payment method
Denied refunds: We'll explain why and provide information about your dispute rights

Chargebacks and Payment Disputes

What Is a Chargeback?

A chargeback occurs when you dispute a charge directly with your bank or credit card company, rather than contacting us first.

Before Filing a Chargeback

Please contact us first. We can often resolve issues faster and more effectively than the chargeback process, which can take 2-3 months.

If You File a Chargeback

We will respond with evidence of legitimate transactions
Your account may be suspended during the dispute process
False chargeback claims may result in permanent account termination
You may be responsible for chargeback fees if the dispute is found to be invalid

Dispute Resolution Process

Internal Resolution

Contact our support team first
We'll respond within 2 business days
Most issues are resolved within 7 days

External Resolution

If you're not satisfied with our response:

UK Customers:

Contact Citizens Advice: citizensadvice.org.uk
Use the Consumer Ombudsman service for disputes over £25

EU Customers:

Contact your national consumer protection authority
EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr

US Customers:

Contact your state's Attorney General's office
File complaints with the Better Business Bureau: bbb.org
Consider small claims court for monetary disputes

Other Countries:

Contact your local consumer protection authority
Many countries offer online dispute resolution services
Check with your local government's consumer affairs department

Contact Information

Customer Support:

Email: support@thronedream.com
Response time: Within 2 business days
Available: Monday-Friday, 9 AM - 6 PM GMT

Business Address:

Pawley Services Ltd
Parsoncote, Holt Street Nonington,
Dover, CT15 4HU
United Kingdom

For Legal Notices: legal@thronedream.com

Your Statutory Rights

This policy does not affect your statutory rights under applicable consumer protection laws in your jurisdiction. If any provision in this policy conflicts with applicable law, the law takes precedence.

If you believe we have not met our legal obligations, you can seek advice from consumer protection authorities or pursue legal remedies available in your jurisdiction.

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