Cancellation, refunds & consumer rights

1. Your statutory rights come first

VRA has not opened sales. This policy explains cancellation and remedy principles using UK consumer rules as a reference. It does not state that UK law exclusively governs every customer; applicable mandatory protections remain in place.

Consumer status depends on the actual transaction and applicable law, not merely the plan name, a tickbox or the use of an Operator feature. Mandatory protections available where you live are not displaced by a label, an exclusive-court clause or these policies.

2. Cooling-off and starting supply

UK distance contracts generally provide a 14-day cancellation period, subject to the type of supply and statutory conditions. Downloaded digital content can lose that cancellation right only after the required prior express agreement to immediate supply, acknowledgement of the loss and contract confirmation. Merely browsing, joining the waitlist or using a free trial is not that agreement.

Ongoing services have different early-start and proportionate-payment rules. Before purchase, we will identify what is supplied and explain the applicable cancellation process. Where immediate supply requires your consent, we will request it separately and clearly; it is not a waiver of remedies for faulty or misdescribed software.

3. Faulty or misdescribed software

Software is not required to be flawless in every circumstance. A minor bug or temporary interruption does not automatically mean a breach or an immediate full refund. We assess the issue against the description, price, disclosed limitations and applicable standards; beta status alone does not excuse a failure to meet those standards.

Where UK digital-content remedies apply, repair or replacement is normally the first remedy for a quality defect, where available. We provide the applicable remedy at no cost, within a reasonable time and without significant inconvenience. If repair or replacement is unavailable, or we fail to provide it within those limits, you retain the applicable right to a price reduction, which can be the full price. Other applicable remedies, cancellation rights and device/data-damage rights remain.

A game ban, third-party outage or changed game interface is not automatically a refundable defect, but a risk disclaimer cannot automatically defeat a claim about VRA’s own breach, negligence or misleading description. We assess each claim on its facts and your applicable rights.

4. How to request cancellation or a remedy

Contact [email protected] with your account email, order/reference if one exists, the relevant charge/date and a short explanation. A clear statement that you want to cancel is enough to start a request; we will not require a reason where the law does not. Do not email passwords, full licence keys or card details.

Example cancellation wording: “I give notice that I cancel my VRA contract. Account email: … Order/reference: … Contract date: … Name: … Date: …”. Where required, we will supply the complete statutory cancellation form and recipient details with your contract. This example does not replace the statutory information supplied with a purchase.

We will acknowledge the request, explain the outcome and any available escalation, and meet applicable refund deadlines. We refund through the original payment method unless you expressly agree to another lawful method. We do not impose unlawful handling fees.

5. Additional promises and future law

No extra commercial money-back window is announced in these policies. That does not reduce statutory cancellation, fault, misdescription or other mandatory rights. A seven-day free trial is additional evaluation time, not a substitute for those rights.

The UK subscription-contract regime is changing. Current government guidance anticipates commencement in spring 2027, subject to the legislation and commencement arrangements. We will review the applicable rules before launch. Future requirements are not presented here as already in force.