Refunds and Support

DIGITAL CONTENT CANNOT BE REFUNDED AFTER DELIVERY, EXCEPT WHERE IT IS DEFECTIVE OR HAS NOT BEEN DELIVERED.

Who to contact

To help us resolve your request faster, please contact the appropriate address:

• The product has not been delivered within 24 hours from the time of ordering, either by e-mail or in the Serial Keys section → refund request: spacenetservis@gmail.com
• The product has been delivered but is not working correctly — technical issue, invalid code, or similar → technical support: spacenetpodrska@gmail.com
• Official complaint regarding a product or service → reklamacije@spacenetgameshop.net

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1. General provisions

These Refund and Subscription Rules apply to all purchases of digital products and subscription services available on the SpaceNET Gameshop website (hereinafter: the Merchant). The term “Merchant” refers to the legal entity that is responsible towards the customer for the performance of the service, delivery and handling of complaints, as further regulated in the Terms of Use.

The Merchant operates in accordance with the applicable laws of the Republic of Serbia and the United Kingdom (UK), as well as relevant regulations governing the sale of digital content and distance services. The specific legal entity and governing law for each individual transaction are determined according to the entity that processes that transaction, in accordance with the Terms of Use.

By purchasing through the website, the customer confirms that they have read, understood and fully accepted these rules. These Rules do not affect or limit any mandatory consumer rights that the customer may have under applicable consumer protection laws.

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2. Digital products and exclusion of the right of withdrawal

All products available on the website represent digital content delivered electronically, including but not limited to:

• digital codes,
• prepaid and wallet top-ups,
• software,
• digital subscriptions and activation keys.

In accordance with the applicable consumer protection laws of the Republic of Serbia, the United Kingdom and the EU:

The customer does not have the right to withdraw from the contract within 14 days for digital content not supplied on a physical medium, if the delivery started immediately after the purchase, with the customer’s express consent and acknowledgement that they thereby lose the right of withdrawal.

By purchasing and starting the delivery of digital content, the customer is deemed to have given the above consent. This exclusion of the right of withdrawal does not affect the customer’s rights in the event of a defective or non-conforming product, which are regulated in Sections 3 and 4 of these Rules.

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3. Defective product and rights related to conformity

If the delivered digital product is defective, does not match the description, or does not function properly (non-conformity), the customer has the rights provided by the applicable consumer protection regulations. In such case, the Merchant will, within a reasonable time:

• resolve the issue or provide a working replacement product, or
• if this is not possible, issue a refund to the original payment method.

In the case of a defective or non-conforming product, a refund to the original payment method is the customer’s statutory right and cannot be replaced with store credit without the customer’s express consent. For card payments, the refund is made to the customer’s card, through VISA, EC/MC or Maestro, in accordance with the Terms of Use.

The complaint procedure and required documentation for conformity-related complaints are further regulated in the Terms of Use.

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4. Voluntary refund — store credit

Regardless of the statutory rights set out in Section 3, in cases where the Merchant, on a voluntary and discretionary basis, approves a refund and where there is no statutory obligation to refund money, for example where the customer is not satisfied but the product is working and has been delivered:

• the refund may be issued as store credit, with the customer’s consent;
• store credit is added to the customer’s user account;
• store credit has no cash value, is not transferable, cannot be exchanged for cash, and can be used for any future purchase on the website.

Please note that games that have already been played, used keys, and content that has been properly delivered generally do not qualify for a refund, except in the case of non-conformity under Section 3.

This policy applies to customers from Serbia and to customers from the UK.

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5. Subscriptions

Subscriptions are concluded for a predefined period of time, for example 1, 3, 6 or 12 months, and are considered to have started at the moment of activation.

a) Partial use of a subscription

If a subscription stops working before the end of the agreed period, the refund is calculated proportionally to the unused part of the subscription.

b) Refund method

A refund for the unused part of the subscription is issued as store credit, which the customer may use for future purchases on the website. If the customer is entitled, under mandatory consumer protection laws, to a refund to the original payment method, that right will be respected and shall take precedence.

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6. Service interruption due to decisions of third parties

If a digital subscription or service stops working before the end of the agreed period due to:

• changes in the service provider’s terms,
• regional or regulatory restrictions,
• decisions of platforms, publishers or rights holders,
• technical or legal restrictions of payment systems or banks,

and such circumstances are outside the Merchant’s control, the customer is entitled to a refund of the value of the unused part of the subscription, in accordance with Section 5 of these Rules.

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7. Conformity and support

The Merchant provides support and handles complaints in accordance with the applicable regulations governing the conformity of digital content and services.

In the event of a technical issue, invalid code, or inability to use the service, the Merchant will, within a reasonable time, attempt to resolve the issue, provide a replacement, or offer an appropriate solution in accordance with these Rules. A monetary refund applies when the previous solutions are not possible, and in the case of non-conformity in accordance with Section 3.

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8. Final provisions

These Rules form an integral part of the website Terms of Use.
The current version of the Rules is always available on the website. In the event of any conflict between these Rules and mandatory consumer protection regulations, the mandatory regulations shall apply.

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