1. Scope and seller
This policy explains cancellation and refund requests for purchases where FORCEFORE SRL, BE1002.643.270, Avenue de Maire 44, 7500 Tournai, Belgium, is the seller. Contact https://forcefore.com/support or contact@forcefore.com. Check the seller and payment platform on your receipt before submitting a request.
Where an app store or another distributor sells the product, its transaction and refund route may apply. FORCEFORE can help investigate whether content was delivered, but may not be able to reverse a payment controlled by that seller. Mandatory rights remain available against the party legally responsible.
2. Different grounds for a refund
Withdrawal from a distance contract, lack of conformity, duplicate or unauthorised charges and a voluntary commercial gesture are different grounds. Each has its own conditions and remedies. Expiry of a withdrawal period does not mean that a defective product has no remedy.
Explain the issue and provide the order reference, date and relevant evidence. We assess the applicable ground rather than applying a single blanket “no refund” rule. A request is not abusive merely because it is unsuccessful or concerns a consumed virtual item.
3. Consumer withdrawal
For consumers covered by the relevant European rules, the withdrawal period is generally 14 days. Its starting point depends on the contract: receipt is relevant for goods, while conclusion is generally relevant for services or digital content not supplied on a tangible medium. Special rules can apply to multiple deliveries and missing statutory information.
You may exercise the right through an unambiguous statement within the applicable period. The model form at https://forcefore.com/withdrawal-form can be used but is not compulsory. State the order concerned and your decision. You do not have to justify a valid withdrawal.
4. Digital content and immediate performance
Immediate access to digital content does not automatically remove a withdrawal right. Where the law permits its loss after performance starts, the required prior express consent, acknowledgement of the loss and contractual confirmation must be obtained. Merely accepting general terms or launching an application is not a substitute for those requirements.
Services started during the withdrawal period follow their own rules, including any valid express request, proportionate payment for supplied performance and conditions for loss of the right after full performance. We examine the transaction and evidence rather than treating every digital purchase identically.
5. Exceptions and physical returns
Certain statutory exceptions may apply, for example to goods made to the customer’s specifications or clearly personalised, and certain sealed goods once unsealed. An exception applies only where its actual conditions are met and required information has been provided. Personalisation does not eliminate conformity rights.
Where goods must be returned after withdrawal, send them within the applicable period, generally 14 days after communicating the decision. Obtain the correct return instructions and address from support. Return costs depend on the information provided and applicable rules. Unnecessary handling beyond what is needed to establish the goods’ nature, characteristics and functioning can affect liability for diminished value.
6. Defects and missing delivery
If a product is missing, does not work as described or lacks contractual conformity, contact the seller with the symptoms and references. Depending on the product and applicable law, remedies may include supply, repair, replacement, price reduction or termination and refund. Relevant updates and reasonable technical assistance may form part of bringing digital content into conformity.
A store receipt and the actual entitlement can be checked when a digital purchase was paid but not credited. Avoid repeated purchases as a troubleshooting method. A delivery signature, short voluntary return window or “as is” description does not automatically defeat mandatory legal guarantees.
7. Virtual content, account restrictions and promotions
Virtual currencies, items and passes provide the use described in the offer. They are not freely redeemable cash. Nevertheless, consumption, promotional pricing or a later account restriction does not automatically extinguish every statutory refund, conformity or payment-dispute right.
If a payment is refunded or cancelled, related entitlements may be adjusted to avoid keeping both the refunded amount and the corresponding benefit. The adjustment must concern the relevant transaction and remain proportionate. Game-specific commitments, including any paid-season interruption remedy, are described in that game’s Agreements.
8. Handling a request
Use https://forcefore.com/support for a FORCEFORE transaction. Supply the order or transaction reference, approximate date, product and explanation. Screenshots or receipts may help, but redact unrelated information and never send a password, one-time code or full card number.
Proportionate verification may be necessary to avoid refunding someone else’s purchase. We explain relevant outcomes and, where another seller controls the payment, the appropriate route. Asking support for help does not require you to waive an available bank, platform, regulatory or judicial remedy.
9. Payment method and timing
For a valid withdrawal, reimbursement is generally due within 14 days after notice of the decision. For goods, it may be withheld until receipt of the returned goods or evidence of dispatch, whichever occurs first, subject to statutory exceptions. Standard delivery charges are reimbursed where required; extra charges for a more expensive delivery option chosen by the customer may not be due.
The original payment method is normally used unless another method is expressly agreed without cost to you. A bank or provider can take additional processing time after the reimbursement instruction. We can supply a reference to help trace it. Refunds based on conformity, termination or other grounds follow their own applicable amount and timing rules.
10. Disputes and future changes
Report an unrecognised payment promptly to the relevant payment provider and, where useful, FORCEFORE. A legitimate chargeback, complaint or refund request is not fraud in itself and does not automatically justify a permanent ban. Proven abuse can be addressed proportionately while preserving mandatory rights and review.
You retain access to competent dispute-resolution bodies and courts. Consumers outside the European Union retain their own mandatory protections; this policy does not automatically assign European withdrawal rules where they do not apply. Later revisions do not retrospectively reduce rights arising from an existing purchase.