Refund Policy

1. Digital Products

1.1 Premium Guides and E-books

For our digital products such as premium game guides, e-books, and downloadable content:

• You may request a refund within 14 days of purchase if you haven't downloaded or accessed the content.
• Once you have downloaded or accessed the digital content, refunds will be considered on a case-by-case basis and are not guaranteed.
• If you believe the content is substantially different from what was advertised or contains significant errors, please contact our customer support team with specific details.

1.2 Exceptions for Digital Products

Please note that due to the nature of digital products, which can be immediately downloaded and used, we generally do not offer refunds for:

• Products that have been downloaded or accessed
• Products where you have viewed more than 20% of the content
• Claims based on personal preference or subjective assessment of value

However, if the product is defective or not as described, we will work with you to resolve the issue through refund, replacement, or other appropriate compensation.

2. Premium Memberships and Subscriptions

2.1 Cancellation Policy

For our premium memberships and subscription services:

• You may cancel your subscription at any time through your account settings or by contacting our customer support.
• When you cancel, you will continue to have access to premium features until the end of your current billing period.
• No partial refunds are provided for unused portions of your current billing period.
• We do not automatically refund for non-use of a subscription service.

2.2 Free Trial Conversion

If you signed up for a free trial and cancel before the trial period ends:

• You will not be charged for the subscription.
• Your access to premium features will end immediately upon cancellation of the trial.

If you forget to cancel a free trial before it converts to a paid subscription, you may request a refund within 48 hours of the first charge.

3. Coaching and Personalized Services

3.1 Gaming Coaching Sessions

For personalized gaming coaching sessions or custom guide creation:

• Cancellations made more than 48 hours before the scheduled session will receive a full refund.
• Cancellations made within 48 hours of the scheduled session may receive a partial refund of 50% or be offered to reschedule the session at no additional cost.
• No-shows or cancellations after the session has started are not eligible for a refund.

3.2 Custom Content Creation

For custom content creation services:

• Deposits for custom work are non-refundable once work has begun.
• If you are unsatisfied with the delivered work, we offer a revision period as specified in your service agreement.
• If we are unable to meet your requirements after reasonable revisions, a partial refund may be considered based on the amount of work completed.

4. How to Request a Refund

To request a refund, please contact our customer support team with the following information:

• Your full name and email address associated with the purchase
• Order or transaction number (if available)
• Date of purchase
• Name of the product or service purchased
• Reason for requesting a refund
• Any relevant documentation or screenshots

You can submit your refund request by:

• Email: refunds@winllplay.com
• Contact form: Visit our Contact page and select "Refund Request" as the subject
• Phone: +442254743503 (Monday to Friday, 9:00 AM to 5:00 PM GMT)

5. Refund Processing

5.1 Review Process

All refund requests are reviewed by our team within 3-5 business days. We may contact you for additional information if needed to process your request.

5.2 Approved Refunds

If your refund is approved:

• Refunds will be issued to the original payment method used for the purchase.
• Processing time for the refund to appear in your account varies depending on your payment provider, typically 5-10 business days.
• For credit card payments, refunds may appear as pending or processing for several days before being posted to your account.

5.3 Declined Refunds

If your refund request is declined, we will provide an explanation and suggest alternative solutions to address your concerns.

6. Special Circumstances

6.1 Technical Issues

If you experience technical issues that prevent you from accessing or using our products or services:

• Please contact our technical support team first so we can attempt to resolve the issue.
• If we are unable to resolve the technical issues within a reasonable time frame, you may be eligible for a refund.

6.2 Unauthorized Purchases

If you believe an unauthorized purchase was made using your account:

• Contact us immediately with details of the unauthorized transaction.
• Change your password and review your account security settings.
• We may require documentation or verification to process refunds for unauthorized purchases.

7. Promotional Offers and Discounts

For products or services purchased with promotional offers, discounts, or special pricing:

• Refunds will be based on the actual amount paid after discounts are applied.
• One-time promotional offers or discounts may not be reapplied to future purchases if a refund is issued.
• Products obtained through reward programs, giveaways, or at no cost are generally not eligible for cash refunds.

8. Updates to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically to stay informed about our refund practices.

The "Last Updated" date at the top of this page indicates when this policy was last revised.

9. Contact Us

If you have any questions about our Refund Policy, please contact us at: