Refund policy
1. Introduction
This Refund Policy governs the circumstances under which refunds may be issued for purchases made on phaseneon.com (the “Website”), operated by NEXAFIN ADVISORY LTD, with its registered office at 167–169 Great Portland Street, Fifth Floor, London, United Kingdom, W1W 5PF.
This Policy applies to all Digital Products sold through the Website and forms an integral part of our Terms of Use. By completing a purchase on the Website, you acknowledge that you have read, understood, and agreed to this Refund Policy.
Nothing in this Policy limits or excludes any statutory rights you may have under applicable consumer protection laws.
2. Nature of Digital Products
All products sold on the Website are digital, non-physical goods, including game activation keys and other electronically delivered content (“Digital Products”). Digital Products are delivered electronically, typically instantly, either via email or through your user account dashboard.
Due to their nature, Digital Products cannot be returned once delivered. Once a digital key or code has been revealed, delivered, or otherwise made accessible to you, it is considered used, regardless of whether it has been redeemed on a third-party platform.
3. Right of Withdrawal and Consumer Consent
In accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and applicable EU consumer law, you acknowledge that digital content supplied immediately is exempt from the standard 14-day right of withdrawal.
By completing a purchase on the Website, you expressly consent to the immediate delivery of Digital Products and acknowledge that you thereby lose your statutory right to withdraw from the contract once delivery has commenced.
4. General Refund Rule
As a general rule, all sales of Digital Products are final and non-refundable once delivery has occurred. Refunds are not guaranteed and are issued solely at our discretion, except where required by applicable law.
Refunds will not be provided for change of mind, accidental purchases, incorrect product selection, regional or platform incompatibility, or failure to meet minimum system requirements.
5. Non-Refundable Circumstances
Without limitation, refunds will not be issued where:
The Digital Product has been delivered and the activation key has been revealed or accessed;
The Digital Product has been redeemed, activated, or used;
The purchase was made in error or you changed your mind after purchase;
The Digital Product is incompatible with your device, system, platform, or geographic region;
You failed to read the product description or system requirements prior to purchase.
You are solely responsible for verifying product compatibility and eligibility before completing an Order.
6. Eligible Refund Exceptions
Refunds may be considered only in the following exceptional circumstances:
Where the Digital Product delivered is defective, invalid, or already redeemed at the time of delivery;
Where delivery failed due to a verified technical error on our systems;
Where you were charged multiple times for the same Order due to a billing or processing error.
In such cases, we reserve the right to verify the issue and may require additional information or evidence before determining eligibility.
7. Resolution Process
Where an eligible issue is identified, we will first attempt to resolve the matter by re-delivering the original Digital Product or providing a replacement key of equal value. A refund will be issued only where the issue cannot be resolved through replacement or re-delivery within a reasonable timeframe.
All refund decisions are made on a case-by-case basis, and the issuance of a refund in one instance does not create a precedent or obligation for future cases.
8. Refund Method and Processing Time
Approved refunds will be issued to the original payment method used for the purchase. Refund processing times may vary depending on your payment provider or financial institution and typically take between five (5) and ten (10) Business Days to appear in your account.
Any currency conversion fees, exchange rate differences, or bank charges applied during the refund process are the responsibility of the payment provider and are not controlled by us.
9. Refund Request Procedure
To request a refund, you must contact our support team at assist@phaseneon.com within seven (7) days of the purchase date. Your request must include your Order ID and a clear description of the issue. Where applicable, you may be required to provide supporting evidence, such as error messages or screenshots.
Failure to submit a refund request within the specified timeframe may result in the request being denied.
10. Chargebacks and Abuse
Initiating a chargeback without first contacting our support team, or engaging in repeated or fraudulent refund requests, may result in the suspension or termination of your Account. We reserve the right to dispute chargebacks and to share relevant transaction information with payment processors, card networks, and financial institutions.
Abuse of the refund or chargeback process may also result in permanent restriction of access to the Website and Services.
11. Statutory Consumer Rights
This Refund Policy does not affect any rights you may have under the UK Consumer Rights Act 2015 or other applicable consumer protection laws. Where Digital Products are found to be faulty, not as described, or otherwise non-compliant with statutory requirements, you may be entitled to remedies provided by law.
Nothing in this Policy shall limit or exclude any liability that cannot be limited or excluded under applicable law.
12. Contact Information
For refund-related inquiries or assistance, please contact:
Email: assist@phaseneon.com
Company: NEXAFIN ADVISORY LTD
Address:
167–169 Great Portland Street
Fifth Floor
London, United Kingdom
W1W 5PF