This Refund Policy explains your refund and cancellation rights for paid access to the Loudplay service, including prepaid packages of cloud gaming hours ("hours"), purchased through Loudplay's own website and apps. Nothing in this policy limits any mandatory rights you have under applicable consumer-protection law.

1. HOW WE SUPPLY HOURS

Hours are a digital service that we begin to supply immediately and credit to your account at the moment of purchase. By completing a purchase you expressly request that we begin supplying the service immediately, within the statutory 14-day cancellation period, and you acknowledge that you lose your right of withdrawal once a package has been fully used (fully performed).

2. 14-DAY REFUND WINDOW

You may request a refund within 14 days of your purchase. Because hours are a consumable digital service, the following applies within that window:

Unused package — if none of the hours in the purchase have been used, we refund the full amount you paid for that package.
Partially used package — we refund the unused hours on a pro-rata basis: we keep an amount proportionate to the hours already used (calculated against the price you paid for that package) and refund the remainder. For example, for a 10-hour package bought for $9.00 USD, if you have used 4 hours we refund 6 / 10 × $9.00 = $5.40.
Fully used package — once all hours in a package have been used, the service is fully performed and that package is no longer refundable.

Nothing in this policy limits your mandatory statutory rights. Where the law in your country gives you different mandatory cancellation or refund rights, those rights apply.

3. FAULTY OR UNDELIVERED SERVICE

If hours fail to deliver, or the service is materially defective or not as described, you are entitled to a replacement or a refund regardless of how many hours have been used. Please contact our support team first so we can help.

4. HOW TO REQUEST A REFUND

Contact our support team at help@loudplay.io with your account email and order details. For purchases made on Android through the Google Play Store, refunds and subscription cancellations are handled through Google Play in line with Google's policies — manage your subscription or request a refund from the Google Play Store or your Google account. Approved refunds are returned to the original payment method used for the purchase, normally within 14 days of approval. If a refund is issued for a package, access to that package ends and any remaining, unused hours in it are revoked.

5. HOURS VALIDITY

Purchased hours are valid for 30 days from the date of purchase. Any unused hours expire after 30 days. This 30-day validity period is separate from, and does not extend, the 14-day refund window. Hours that have expired unused are not refundable.

6. NON-REFUNDABLE CASES

Outside the rights described above, refunds will not be issued in the following cases:

(a) The purchased hours expired unused and the 14-day refund window had already passed
(b) The user lost data due to the routine shutdown of the gaming PC
(c) The user was unable to set up the proper screen resolution and did not contact the support team for assistance
(d) The user is dissatisfied with the content included in the Service's pre-installed game library
(e) The user experienced issues with running a game downloaded from a third-party source
(f) The user is dissatisfied with the maximum graphics settings available on the Service's gaming PC
(g) The hours were granted free of charge (for example, as a gift, bonus, or promotional credit) and were not paid for in money. Purchases made at a discounted or promotional price remain refundable on the same terms as any other purchase, calculated on the amount actually paid
(h) The user purchased gaming time with a gift card, e-card, voucher, or certificate sold or provided for free with other products outside Loudplay's own website and apps
(i) The user was not able to access the Service during a scheduled maintenance
(j) The user was found to be in violation of any clause of the Service's Terms of Use
(k) The refund request was submitted more than 14 days after the purchase (subject to any longer or shorter period required by your local law)

Apart from the cases listed above, the Service, at its discretion and following an explicit and timely refund inquiry from the User, will endeavour to evaluate the refund possibility and, if approved, the exact amount of such refund on a case-by-case basis.

As approved by the Service, the refund will be issued within a reasonable time frame to the same payment instrument used for the original transaction.

In no situation shall the Service be responsible if the refund is delayed or lost in transaction. Please inquire with your bank directly about any missing or delayed payments.