DRAFT — requires lawyer review (UK/EU digital purchases, refunds, VAT)

Refund policy

Draft of 13 October 2026. Square brackets mark details still to be filled in.

If you lose a race, you are not charged

When two people try to claim the same spot at the same time, only one can win. We hold the payment on your card first (an authorisation) and only collect it if you won. If someone else completed first, we cancel the authorisation: nothing is charged, and any Claim Credits you used are put back on your balance. You will get an email telling you so.

Your right to cancel, and when you give it up

If you are a consumer in the UK or EU you normally have 14 days to cancel an online purchase. A claim or takeover is a digital service that starts as soon as your payment is confirmed: the spot becomes yours and its brand can be edited immediately. At checkout we ask you to tick a box to say that you want the service to start straight away and that you understand you then lose your 14-day right to cancel. If you do not tick it, we cannot deliver the spot until the 14 days have passed. If you tick it, you can still get a refund in the cases below.

When we will refund you

You were charged but the spot was not delivered to you.
You were charged twice for the same purchase.
The service is faulty or not as we described it and we cannot put that right within a reasonable time. Your legal rights for faulty digital content are not affected by this policy.
We removed your brand or closed your account in error and could not restore it, or we closed your account without a reason related to your conduct.
Anything else the law gives you a right to.

When a spot is taken over

Anyone can take over any spot at any time, and the holder cannot refuse. If another player takes over your spot you receive in-game Claim Credits equal to the price you paid, not including tax. You will never receive more than you paid. Credits are not money: they are applied to your next claim or takeover, never expire and cannot be withdrawn. A takeover is not a reason for a refund to your card, because you have had the use of the spot. We tell you about this before you pay.

Chargebacks and disputes

Please contact us before you ask your bank for a chargeback; we resolve most problems the same day. If a payment is reversed by your bank for a purchase we delivered, we may suspend the account until it is settled.

How to ask

Email [support email] with the spot (for example "Planet #17") and the email address on your account. We reply within 3 working days. Approved refunds go back to the original payment method, normally within 5 to 10 working days depending on your bank.

VAT and tax

Prices exclude tax. Tax, where it applies, is calculated at checkout from your location and shown on your receipt. If we refund a purchase we refund the tax with it.