Refund Policy

1. Introduction

West Line Interactive ("we," "us," or "our") is committed to customer satisfaction. This Refund Policy explains our policies and procedures regarding refunds, cancellations, and returns for any paid services or products offered through our website at westlineinteractive.com.

We are registered in the United Kingdom under company registration number 49059759, with our registered office at 30 Churchill Place, Canary Wharf, London, E14 5RE, United Kingdom.

Please read this policy carefully before making any purchases. By making a purchase through our Website, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

2. Nature of Our Services

West Line Interactive provides educational content, industry research, analysis, and informational resources related to online gaming platforms and interactive entertainment. Our current services primarily consist of:

• Free educational articles and blog posts
• Industry insights and analysis
• Research reports and white papers
• Informational resources and guides

3. General Refund Principles

Our refund policy is based on the following core principles:

• Fairness: We strive to treat all customers fairly and consistently
• Transparency: We clearly communicate what is and is not refundable
• Timeliness: We process refund requests promptly
• Compliance: We adhere to applicable consumer protection laws
• Good Faith: We expect customers to request refunds in good faith

4. Refund Eligibility

4.1 Digital Products and Services

If we offer digital products such as e-books, reports, courses, or subscription-based services, refunds will be considered under the following conditions:

4.2 Non-Refundable Items and Services

The following are generally NOT eligible for refunds:

• Digital products after download or access has been granted (unless defective)
• Services that have been fully delivered or substantially completed
• Custom research or consulting work that has been completed
• Sale or promotional items marked as "non-refundable"
• Gift cards or promotional codes
• Services terminated due to violation of our Terms & Conditions

4.3 Defective Products or Services

If you receive a defective product or service that does not function as described, you may be entitled to a refund regardless of the standard refund window. To qualify:

• You must report the defect within 30 days of purchase
• Provide specific details about the defect or issue
• Allow us reasonable opportunity to resolve the issue
• The defect must not be caused by misuse or factors beyond our control

5. How to Request a Refund

5.1 Refund Request Process

To request a refund, please follow these steps:

1. Contact Us: Submit a refund request using our contact form at westlineinteractive.com/contact or email us at the address provided in Section 13
2. Provide Information: Include your full name, email address used for purchase, order number, date of purchase, and reason for refund request
3. Await Review: We will review your request within 3-5 business days
4. Receive Decision: You will be notified of our decision via email
5. Refund Processing: If approved, refunds will be processed within 7-10 business days

5.2 Required Information

Your refund request must include:

• Full name and contact information
• Email address used for purchase
• Order number or transaction ID
• Date of purchase
• Product or service name
• Detailed reason for refund request
• Any relevant documentation (screenshots, error messages, etc.)

5.3 Refund Decision Timeline

We aim to review and respond to all refund requests according to the following timeline:

• Initial Response: Within 2 business days
• Full Review: Within 3-5 business days
• Complex Cases: Within 10 business days
• Refund Processing: 7-10 business days after approval

6. Refund Methods and Processing

6.1 Refund Methods

Approved refunds will be processed using the following methods:

• Original Payment Method: Refunds will generally be issued to the original payment method used for purchase
• Credit Card: Refunds to credit cards may take 5-10 business days to appear, depending on your card issuer
• PayPal: Refunds to PayPal accounts typically appear within 3-5 business days
• Bank Transfer: If the original payment method is no longer available, we may issue refunds via bank transfer (additional verification required)

6.2 Partial Refunds

In certain circumstances, we may issue partial refunds:

• For subscription services based on unused time (pro-rata basis)
• When partial services have been delivered or consumed
• When products are returned in less than perfect condition
• As a goodwill gesture in special circumstances

6.3 Refund Processing Fees

Please note:

• We do not charge refund processing fees
• Original transaction fees (if any) may not be refundable
• Currency conversion fees (if applicable) are non-refundable
• Your bank or payment provider may charge their own fees

7. Subscription Cancellations

7.1 How to Cancel Subscriptions

If we offer subscription-based services, you may cancel at any time by:

• Logging into your account and navigating to subscription settings
• Contacting our customer support team
• Following the cancellation instructions in your subscription confirmation email

7.2 Cancellation Effective Date

• Mid-Cycle Cancellation: You retain access until the end of your current billing period
• No Partial Refunds: Unless required by law, cancellation mid-cycle does not entitle you to a pro-rata refund (except during the refund window specified in Section 4.1)
• No Re-activation Fee: You may re-subscribe at any time without penalty

7.3 Auto-Renewal Opt-Out

Subscriptions automatically renew unless you cancel before the renewal date. You will receive reminder emails before renewal. You have the right to opt out of auto-renewal at any time without penalty.

8. Consumer Rights (European and UK Users)

8.1 Right of Withdrawal (Cooling-Off Period)

If you are a consumer located in the European Economic Area or United Kingdom, you have the right to withdraw from a purchase within 14 days without giving any reason, in accordance with the Consumer Contracts Regulations 2013 and EU Consumer Rights Directive.

Important Exceptions:

• The right of withdrawal does not apply to digital content once delivery has begun with your prior consent
• You must explicitly acknowledge that you lose your right of withdrawal once you begin downloading or accessing digital content
• Services fully performed with your prior consent before the withdrawal period ends are not subject to withdrawal

8.2 Faulty or Mis-described Products

Under the Consumer Rights Act 2015, you have the right to:

• A refund if digital content is faulty
• A refund if digital content is not as described
• A refund if digital content is not fit for purpose

These rights apply in addition to your right of withdrawal and are not limited by time restrictions if the fault was present at the time of purchase.

8.3 How to Exercise Your Rights

To exercise your right of withdrawal or claim under consumer protection laws, please contact us using the information in Section 13. We will provide a confirmation of your withdrawal and process your refund within 14 days of receiving your withdrawal notice.

9. Disputed Charges and Chargebacks

9.1 Contact Us First

Before initiating a chargeback or payment dispute with your bank or payment provider, we encourage you to contact us directly. We are committed to resolving billing issues fairly and promptly.

9.2 Chargeback Consequences

If you initiate a chargeback or payment dispute:

• We will suspend access to services pending resolution
• We will provide evidence to your payment provider
• Fraudulent chargebacks may result in permanent account termination
• We reserve the right to pursue legal action for fraudulent chargebacks
• Chargeback fees may be charged to your account

9.3 Legitimate Disputes

We understand that legitimate billing errors occur. If you believe you were incorrectly charged, please contact us immediately so we can investigate and resolve the issue.

10. Special Circumstances

10.1 Technical Issues

If you experience technical issues preventing access to purchased products or services:

• Contact our support team immediately
• We will work to resolve the issue within 48 hours
• If unresolved, you may be eligible for a full refund
• Temporary technical difficulties do not automatically qualify for refunds

10.2 Satisfaction Guarantee

For certain premium services or products, we may offer a satisfaction guarantee beyond standard refund periods. Terms of such guarantees will be clearly stated at the time of purchase.

10.3 Force Majeure

In cases where services cannot be delivered due to circumstances beyond our reasonable control (natural disasters, pandemics, war, etc.), we will:

• Provide notice as soon as reasonably possible
• Offer alternatives such as service credits, extensions, or refunds
• Work with you to find a fair resolution

11. Refund Abuse and Fraud Prevention

To protect our business and honest customers, we monitor refund patterns and reserve the right to:

• Deny refund requests that appear fraudulent or abusive
• Limit future purchases from customers with excessive refund history
• Terminate accounts engaged in refund abuse
• Report fraudulent activity to appropriate authorities
• Pursue legal action for fraud or abuse

Examples of refund abuse include:

• Repeatedly purchasing and refunding the same or similar products
• Accessing complete digital content before requesting refunds
• Providing false information in refund requests
• Threatening negative reviews or complaints to obtain refunds

12. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our Website with an updated "Last Updated" date. Material changes will be communicated via:

• Email notification to registered users
• Prominent notice on our Website
• Updated policy with changes highlighted

Purchases made before policy changes remain subject to the policy in effect at the time of purchase (unless changes are more favorable to you).

13. Contact Information

14. Dispute Resolution

14.1 Internal Resolution

If you are dissatisfied with our refund decision, you may request escalation to our senior management team. Please include:

• Original refund request details
• Our initial decision
• Reason for disagreement
• Any additional supporting information

14.2 Alternative Dispute Resolution (EU/UK)

European and UK consumers may access alternative dispute resolution through:

• The European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr
• UK consumers may contact Citizens Advice for guidance

14.3 Legal Action

This Refund Policy does not limit your legal rights. If you are unable to resolve a dispute through our internal processes or alternative dispute resolution, you retain the right to pursue legal remedies in accordance with applicable law.

15. Governing Law

This Refund Policy is governed by the laws of England and Wales. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer protection laws provide otherwise.

16. Acknowledgment and Acceptance

By making a purchase through West Line Interactive, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to be bound by its terms
• You understand which products/services are refundable and under what conditions
• You will provide accurate information in refund requests
• You will not abuse refund privileges

This Refund Policy was last updated on January 1, 2025. We encourage you to review this policy periodically. Questions about this policy should be directed to our customer support team using the contact information above.