At blockneststack, we want our European players to have an exceptional gaming experience. Because our products consist entirely of PC-based downloadable digital video games (digital content delivered electronically), our refund and cancellation policies are specifically structured to comply with both Stripe processing guidelines and the EU Consumer Rights Directive (Directive 2011/83/EU).
- General Refund Eligibility
Because our products are strictly digital software downloads that are delivered instantly without physical tracking, eligibility for a refund depends on whether the digital performance and delivery have begun:
– Before Access/Download (Eligible for Refund): You have a statutory right to cancel your purchase and request a full refund within 14 days from the date of your purchase, provided that you have not yet downloaded, activated, or started playing the digital game.
– After Access/Download (Ineligible for Refund): Once you initiate the download, click the secure access link, or activate the digital product license, the delivery is considered executed and complete. In accordance with EU consumer law, you lose your right of withdrawal at this point, and the purchase becomes strictly non-refundable. - Statutory EU Right of Withdrawal Waiver
In compliance with Article 16(m) of the EU Consumer Rights Directive, regarding the supply of digital content which is not supplied on a tangible medium:
– Waiver Acknowledgment: By placing an order on our website and checking the explicit consent box at checkout, you expressly agree to the immediate supply of the digital content and acknowledge that you will waive and lose your 14-day right of withdrawal (the right to a refund without giving any reason) the moment the digital delivery begins. - Duplicate Purchases & Technical Malfunctions
We understand that technical issues can occasionally happen. We will review and honor refund requests under the following rare exceptions, regardless of download status:
– Accidental Duplicate Purchases: If our server logs indicate that you accidentally purchased the exact same digital game license twice within a 24-hour window, we will issue a full refund for the duplicate transaction upon verification.
– Irreparable Major Technical Defects: If the digital product is fundamentally corrupted or cannot be launched due to a major software defect on our side (excluding individual user PC compatibility issues or failure to meet stated minimum system requirements), and our technical support team cannot resolve the issue within 7 business days, a full refund will be issued. - How to Request a Refund
If you meet the eligibility criteria outlined in Section 1, please follow these steps to file a request: - Send an email to our official customer support at: stacking@blockneststack.com.
- Use the subject line: “Refund Request – [Your Order Number]”.
- Provide the registered email address used during checkout and a brief description of your request.
Our support team operates on a dedicated ticketing system and will review your request and respond within 24 hours. - Refund Processing and Financial Timelines
– Original Payment Method: All approved refunds will be processed via our payment gateway partner, Stripe, and automatically credited back to your original payment method (Visa, Mastercard, American Express, or supported local European payment methods).
– Processing Time: Once approved by our team, the refund is initiated immediately. However, depending on your European bank or card issuer, the funds typically take 5 to 10 business days to officially reflect on your bank statement.
– No Fees: We do not charge any administrative or processing fees for approved refunds. - Corporate Contact Information
For any legal or billing inquiries regarding this policy, please contact our official support team:
– Brand Name: blockneststack
– Official Email: stacking@blockneststack.com
– Official Phone: +65 69507134
– Registered Address: 1 Jurong West Central 2, Singapore 648886