Last updated: 25.06.2026
This Refund Policy explains when refunds may be available for purchases made through City Code.
City Code provides access to online digital detective games, referred to as Cases. Each Case is delivered digitally through our online platform.
1. Digital content
City Code Cases are digital content. After purchase, access to the selected Case may be provided immediately or shortly after payment confirmation.
By purchasing a Case and requesting or receiving immediate access to the digital content, you acknowledge that the content may be made available before the end of any applicable withdrawal period. Where permitted by law, this means that your right to cancel or request a refund may be lost once access to the Case has been provided or the Case has been started.
2. Refunds before access is used
If you purchased a Case by mistake and have not accessed, started, or used the Case, you may contact us to request a refund.
Refund requests should be submitted as soon as possible and no later than 14 days after purchase, unless a longer period is required by applicable law.
We may ask you to provide your order details, payment confirmation, and the email address used for the purchase.
3. Non-refundable situations
Unless required by applicable law, we do not usually provide refunds in the following cases:
you have already received access to the Case;
you have started or played the Case;
you changed your mind after receiving access;
you did not complete the Case;
you did not like the story, difficulty level, format, or gameplay experience;
you provided an incorrect email address or failed to check your inbox or spam folder, provided that access was correctly sent;
you experienced issues caused by your own device, browser, internet connection, or third-party software.
4. Faulty or unavailable content
We will review refund requests where the purchased Case is faulty, unavailable, or materially not as described.
This may include situations where:
access to the purchased Case was not delivered due to an issue on our side;
the Case cannot be opened or played because of a technical issue caused by our platform;
the purchased content is materially different from what was described at the time of purchase;
the same purchase was charged more than once by mistake.
In such cases, we may offer one or more of the following remedies:
help with access or technical support;
replacement access to the same Case;
access to another Case;
a full or partial refund, where appropriate.
5. Technical issues
If you experience a technical issue, please contact us before requesting a refund. We will make reasonable efforts to help you access and play the purchased Case.
To help us investigate the issue, please include:
your order number or payment confirmation;
the email address used for purchase;
a short description of the issue;
screenshots or screen recordings, if available;
your device, browser, and operating system.
6. Corporate or custom purchases
This Refund Policy mainly applies to individual consumer purchases of digital Cases.
Corporate events, custom games, group packages, or other business purchases may be subject to separately agreed payment and refund terms. If separate terms are agreed in writing, those terms will apply.
7. How refunds are processed
Payments may be processed by Paddle, our merchant of record and payment provider.
If a refund is approved, it will usually be returned to the original payment method used for the purchase. The time required for the refund to appear in your account may depend on Paddle, your bank, card provider, or payment method.
We are not responsible for delays caused by banks, card issuers, or payment providers.
8. How to request a refund
To request a refund, contact us at:
Please include:
your full name;
the email address used for purchase;
your order number or payment confirmation;
the name of the purchased Case;
the reason for your refund request.
We will review your request and respond within a reasonable time.
9. Your legal rights
Nothing in this Refund Policy limits any mandatory consumer rights that you may have under applicable law.
If there is a conflict between this Refund Policy and mandatory consumer protection law, the mandatory legal rules will apply.