Refunds & withdrawal
Your rights when plans change—or something breaks.
Draft reviewed 29 September 2026
This draft covers the planned Spanish direct-sale route and explains the separate store routes. The proposed direct seller is Sterium. Refund and complaint contact: hello@steriumai.dev. There is no active refund-request form or purchase history on this preview.
Where to request help
For a future purchase, use the seller or store identified on your order confirmation. For direct website orders paid through Stripe, contact Sterium at the address above; Stripe is not a substitute customer-service desk. Provide your order reference, purchase date and the email used for the order. Do not send card numbers, passwords or identity documents. For Steam orders, use Steam’s refund process; its policy does not cover purchases made outside Steam. For itch.io orders, follow your receipt and itch.io support, according to the payment mode. For Google Play orders, use Google Play’s refund process or contact the developer as its policy directs. A platform’s voluntary refund policy does not remove mandatory rights.
The EU cooling-off period
For an online digital-content contract, a consumer generally has 14 days from conclusion of the contract to withdraw without giving a reason, subject to the legal exceptions. Failing to provide the required withdrawal information can extend the period. A store may separately offer a more generous refund policy.
Starting a download or digital access immediately
For paid digital content not supplied on a physical medium, the withdrawal right can be lost when supply begins only if the legal conditions are met: you gave prior express consent to begin during the withdrawal period, acknowledged the resulting loss of the withdrawal right, and received the required confirmation. Merely accepting general terms or having a preselected checkbox is not the same as giving that express consent.
This concerns change-of-mind withdrawal. It does not remove remedies for a faulty, misdescribed or undelivered game. No withdrawal waiver is collected on this preview.
A game that does not work as promised
Under Spanish law, digital content supplied in a single act or a series of individual acts has a two-year seller-liability period for lack of conformity from supply; continuous supply has rules tied to its agreed supply period. This is not the same as a change-of-mind refund period. These can require the seller to correct a problem at no cost and, where the legal conditions are met, reduce the price or refund the purchase. A technical issue does not become ineligible just because a download has begun or a store’s discretionary refund window has closed.
When a withdrawal refund is due
Where a valid statutory withdrawal applies, the seller generally must reimburse the payments without undue delay and within 14 days of being informed. The original payment method is used unless you expressly agree otherwise, without a fee for the reimbursement. Other remedies follow their applicable legal rules.
Online withdrawal and complaints
For applicable online contracts, the seller must also provide the online withdrawal function required by the rules applying in the relevant market, including an acknowledgement that you can retain. This preview has no checkout and does not provide that function. Its availability must be verified before direct sales start.
Complaints and any applicable alternative dispute-resolution channel will be listed in the legal notice. The former EU Online Dispute Resolution platform closed in July 2025; it is not an active complaint channel.
Official background: Your Europe: returns and withdrawal and Directive (EU) 2023/2673.