REFUND POLICY
Last updated: April 2026
1. Nature of the product
ClueGo trails are digital content products delivered with immediate access upon payment. As such, they fall within the category of digital content not supplied on a tangible medium, as defined under the EU Consumer Rights Directive 2011/83/EU and its implementing legislation.
2. Right of withdrawal and its waiver
Under Article 16(m) of the EU Consumer Rights Directive, the 14-day right of withdrawal does not apply to contracts for the supply of digital content not provided on a tangible medium, where delivery has begun with the consumer's prior express consent and acknowledgement that the right of withdrawal is thereby lost.
By completing your purchase, you expressly consent to the immediate delivery of the digital content and acknowledge that you waive your right of withdrawal from that point onwards.
Our Terms and Conditions, including this Refund Policy, are made available to you in the order review and confirmation step before purchase is completed.
3. Game code validity
Each purchased game code is valid for 6 (six) months from the date of purchase, or 10 (ten) days from first activation (i.e. when you start playing), whichever occurs first.
Trails purchased as gift cards or vouchers follow the same validity conditions starting from the date the voucher is redeemed by the recipient.
4. When a refund will be issued
ClueGo will issue a full refund of the amount paid only in the following circumstances:
• A serious, documented technical fault in the Web App that objectively prevents the trail from being carried out, which ClueGo is unable to resolve within 24 hours of the reported issue
• Technical inability to access the purchased content after payment (e.g. access code not received or not working), subject to verification by ClueGo
Trails that have already been started (even partially) are not eligible for a refund, except in the cases described in this section. Expired trails are not eligible for a refund.
5. How to request a refund
Refund requests must be submitted to:
Your request must include:
• Your full name
• Date of purchase and order reference
• A detailed description of the issue experienced
• Screenshots or other documentation of the malfunction
6. Response and refund timelines
ClueGo will acknowledge and respond to all refund requests within 3 (three) business days of receipt.
Where a refund is approved, the amount will be credited within 7 (seven) business days of approval.
7. Refund method
Refunds are issued using the same payment method used for the original purchase (credit/debit card via Stripe, or PayPal). Refunds cannot be issued in cash or via a different payment method.
8. Online Dispute Resolution (ODR)
If you are a consumer based in the European Union and we are unable to resolve a dispute amicably, you may submit a complaint through the EU Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr
ClueGo contact email for ODR purposes: info@cluegovisit.com
9. Last updated
April 2026