Refund Policy

1.The rule

Purchases at Case Closed are final. We give no refunds except where a documented bug or glitch prevented delivery or play. That means one of these happened:

• you paid for a credit pack and the credits never arrived in your wallet;
• you spent credits on a case and the case was not delivered to your account;
• a case could not be played because of a fault in the game — for example a gate that would not open with the right code, or a scene that would not load — and the fault was on our side;
• you paid to build a Creator CaseClosed Game and the build failed for good after the free regeneration.

Not liking a case, finding it too hard or too easy, running out of attempts, or not finishing in time are not grounds for a refund. Neither is a teammate's slow internet.

Credits never expire, so there is no rush to spend them and no refund for “unused” credits.

2.How to ask

Email info@playcaseclosed.ca from the address on your account, within 30 days of the problem, with:

• the email address on your account and your alias;
• what you bought and when (the receipt from Stripe helps for packs and subscriptions; for a case, its title);
• what went wrong, as exactly as you can — what you did, what you expected, what happened instead;
• a screenshot or a short screen recording if you have one.

Please do not open a chargeback with your card issuer before writing to us. A chargeback on a purchase that was delivered can lead to the credits being removed and the account closed.

3.What happens next

We look at every request case by case: we check the game's logs against what you describe and answer within a few business days. If we agree there was a bug or glitch, we put it right:

• A case that could not be played: the credits go back to your wallet, or we reset your attempts once the fault is fixed — your choice.
• A pack that never arrived: we deliver the credits, or refund the payment to the card you used if you prefer.
• A failed build: the build price goes back to your wallet.

Refunds of a Creator CaseClosed Game also reverse the creator's share. A card refund shows up on your statement in 5–10 business days, in Canadian dollars; if your card is in another currency the amount may differ slightly because of your issuer's exchange rate.

4.Subscriptions

Cancel any time from Account → Billing. You keep everything the plan includes until the end of the period you have paid for; then it stops renewing. We do not refund the unused part of a month or a year. Cases granted while you were subscribed stay playable for their remaining attempts.

If you cancel an annual plan ($200 CAD / year), the bonus credits already granted are yours; the monthly grants that have not yet happened stop.

5.Your legal rights

Nothing here takes away rights the law gives you. In Ontario, the Consumer Protection Act treats a prepaid balance like credits much as it treats a gift card — which is why credits carry no expiry date. In the European Union, the United Kingdom, Australia and other places, consumer law gives you rights when a digital service is faulty or not as described; where those rights cannot be waived, they apply even if this policy says something narrower.

Case Closed Inc. is based in Ontario, Canada. If we cannot agree, the governing-law section of the Terms explains where a dispute goes.

6.Contact

Refund requests and questions: info@playcaseclosed.ca. Put “Refund” in the subject line.