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Refund policy

Welcome to Playstoner - a platform for digital in-game items and related services available through www.playstoner.com.

Last updated: 28 May 2026

  1. 01

    Overview

    This Refund Policy governs the relationship between the Service Provider and you as the Customer in relation to the purchase of Digital Items and related Services available through the Website and provided by VIRX LTD.

    Company Registration Details:

    Company Number: 17222629

    Registered Office Address: 566 Chiswick High Road, London, England, W4 5YA

    By accessing or using the Website, you acknowledge that you have read, understood, and agreed to this Refund Policy, as well as any related policies or agreements referenced herein.

    For any questions regarding this Refund Policy, you may contact us at general@playstoner.com.

  2. 02

    Refund Terms

    All refund requests for unfulfilled or non-delivered orders must be submitted within fourteen (14) days from the date of the transaction. In accordance with the UK Consumer Rights Act 2015 and the EU Consumer Rights Directive, statutory cancellation rights (the 14-day right of withdrawal) apply to digital content. However, the Customer expressly acknowledges, consents, and agrees that by placing an order and requesting the immediate fulfillment of the transaction, the Customer loses their 14-day right of withdrawal and cancellation once the performance has begun (i.e., when the Digital Item is successfully delivered to the Customer's account). Approved refunds are generally processed within five (5) to ten (10) business days from the date the refund request is approved.

    Refunds or replacements may be provided exclusively in the following circumstances:

    • -Incorrect Item Received: If the Digital Items delivered do not match the original order, the Customer must notify the Service Provider within the applicable refund period. In such cases, the Service Provider may, at its discretion, either provide the correct item or issue a refund.
    • -Pre-Delivery Cancellation: If the Customer wishes to cancel an order before the delivery process has been initiated, the Customer should contact Customer Support as soon as possible. If the order has not yet been completed, a refund may be issued.
    • -Non-Delivery or Fulfillment Issues: A refund may be issued where the order cannot be successfully completed due to technical issues, fulfillment errors, unsuccessful payment verification, or inability to deliver the Digital Items within a reasonable timeframe, provided the item has not yet been delivered and the Customer no longer wishes to proceed with the order.
  3. 03

    Refund Procedure

    To submit a refund or replacement request, the Customer should contact Customer Support at general@playstoner.com and provide the relevant order details, a description of the issue, and any supporting information or evidence that may assist in reviewing the request.

    The Service Provider may request additional information or documentation where necessary to verify and process the request. Refund and replacement requests are reviewed individually, and the Customer will be notified of the outcome once the review has been completed.

    In cases involving incorrect, missing, or undelivered Digital Items, the Service Provider may, at its discretion, issue a refund or provide a replacement of equal value where the issue is confirmed.

    If a refund request is approved, the refund will generally be processed to the original payment method within 5-10 business days, depending on the payment provider or financial institution involved.

  4. 04

    Replacements and Exchanges

    We do not generally offer direct exchanges for Digital Items. If the Customer wishes to obtain a different item, the Customer may submit a refund request for the original order, subject to the applicable refund eligibility criteria, and place a new order through the Website.

    As an exception, in cases involving delivery issues, technical errors, incorrect delivery, or missing Digital Items, the Service Provider may, at its discretion, provide a replacement Digital Item with substantially similar characteristics and market value instead of issuing a refund.

    All replacement or exchange-related requests may be subject to review, verification, and approval by the Service Provider or Customer Support team.

  5. 05

    Contact and Policy Updates

    If you have any questions regarding this Refund Policy or wish to submit a refund-related request, please contact us at general@playstoner.com.

    The Service Provider reserves the right to update or modify this Refund Policy at any time. Any updated version of the Refund Policy will be published on the Website and become effective upon publication. Customers are encouraged to review this Refund Policy periodically for any changes