Your personal data will be used to process your order, support your experience throughout this website, and for other purposes described in our privacy policy.
Terms & Conditions
Last updated: 14/09/2025
Important notice about digital content
By placing an order you (a) request immediate access to your online case files and (b) acknowledge you will lose your 14-day right to cancel once access begins. If you have any access issues, email info@coldcaseinc.com with your order number; we can usually resolve login problems within minutes.
1. Interpretation
1.1 Agreement means these Terms & Conditions between you and Cold Case Inc (“we”, “us”, “our”).
1.2 Website means www.coldcaseinc.com.
1.3 Order means an order placed through the Website.
1.4 Digital Content / Products means our online unsolved case file games and any related downloadable or streaming materials, as updated from time to time.
1.5 Authorised User means you, and (if applicable) members of your household or your team who you permit to play under your account in accordance with this Agreement.
1.6 IPR means all intellectual property rights of any kind.
1.7 Commencement Date means the date you place an Order.
1.8 Force Majeure means circumstances beyond a party’s reasonable control (including failures of third-party networks and platforms).
2. Your contract with us
2.1 By placing an Order, you confirm you are at least 18 and have the authority to enter this Agreement.
2.2 We accept your Order when payment is successfully processed, at which point a contract is formed.
3. Delivery & account access (how you play)
3.1 New customers: after payment, you’ll receive an automated email inviting you to set your password. Once set, you can log in and play immediately.
3.2 Existing customers: the purchased game is unlocked instantly in your account upon successful payment—no further setup required.
3.3 Emails are sent to the address supplied at checkout. Please check Spam/Junk and Gmail Promotions. You are responsible for providing a correct, accessible email address.
3.4 If you don’t receive the email or can’t log in, contact info@coldcaseinc.com with your Order number and we will issue a temporary password or otherwise restore access promptly.
4. Licence & permitted use
4.1 Upon payment, you receive a personal, non-exclusive, non-transferable, non-sublicensable licence to access and use the Digital Content for personal entertainment (or internal team play, if applicable). Ownership remains with us and/or our licensors.
4.2 You must not:
(a) sell, share publicly, upload, stream, broadcast, redistribute or make the Digital Content available to the public;
(b) reverse engineer or create derivative works intended to compete with our games;
(c) share your login or allow unauthorised third-party access;
(d) automate scraping, downloading or copying of the Digital Content.
4.3 You must maintain appropriate security (e.g., a strong, confidential password).
5. Price & payment
5.1 Prices are shown at checkout and include VAT (where applicable).
5.2 Payments are processed securely by Stripe and PayPal. We do not store card details on our servers. Your use of those processors may also be subject to their terms.
6. Right to cancel & refunds (digital content)
6.1 For online digital content, you request immediate access at checkout. When access begins, you agree that your 14-day cancellation right is lost.
6.2 Because access is provided instantly and cannot be “returned”, we do not offer refunds once access has begun.
6.3 This does not affect your statutory rights where Digital Content is faulty or not as described. If a technical issue prevents access or materially impairs play, contact us and we will repair or replace access within a reasonable time. If that is impossible or fails, we may offer a price reduction or refund at our discretion.
6.4 If you accidentally purchased under the wrong email or made a typo, contact us; we can usually fix account details quickly.
7. Availability & changes
7.1 We aim to keep the Website and Digital Content available at all times, but occasional maintenance or third-party outages may occur.
7.2 We may update or improve Digital Content (including correcting errors you or others report) without notice.
8. Reliance & gameplay
8.1 Digital Content is provided for entertainment only and does not constitute advice.
8.2 Puzzle difficulty and completion time vary by player; we do not guarantee a particular result or completion time.
9. Intellectual property
9.1 All IPR in the Digital Content and Website is owned by us or our licensors. All rights not expressly granted are reserved.
9.2 If you create any fan content, you must ensure it does not disclose spoilers publicly in a way that harms other players’ experience, and it must not be commercial without our written consent.
10. Support
10.1 For access issues, email info@coldcaseinc.com with your Order number. We typically resolve login/password problems in minutes during support hours.
10.2 We are not obliged to provide content customisation or gameplay hints, though we may offer guidance at our discretion.
11. Chargebacks & disputes
11.1 If something goes wrong, please contact us first; opening a bank/PayPal dispute can delay resolution.
11.2 We may suspend account access while a chargeback or payment dispute is open. Where a dispute is resolved in our favour, we may charge reasonable administrative costs associated with responding.
12. Data protection
12.1 We process personal data in accordance with our Privacy Policy (see Website).
12.2 You are responsible for keeping your account details accurate and your password confidential.
13. Liability
13.1 Nothing limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be limited.
13.2 We are not liable for: (a) loss of profit, revenue, goodwill, data or anticipated savings; (b) indirect or consequential loss; (c) sanctions or losses arising from your non-compliance with law.
13.3 Subject to 13.1, our total aggregate liability arising out of or in connection with this Agreement is limited to the price paid for the relevant Order.
14. Force Majeure
We are not liable for delay or failure caused by events beyond our reasonable control, including outages of hosting, email or payment processors.
15. Termination
15.1 We may terminate or suspend access if you materially breach this Agreement (including sharing content or accounts).
15.2 Upon termination, you must stop using the Digital Content and delete any downloaded materials or copies.
16. Notices & contact
16.1 Official notices to us: info@coldcaseinc.com or by post to the address on our Website.
16.2 Notices to you will be sent to the email address associated with your Order/account.
17. Assignment
You may not assign or transfer your rights without our prior written consent.
18. Variation
We may update these Terms from time to time by posting a new version on the Website. The version in force at the time of your Order applies to that Order.
19. Governing law & jurisdiction
This Agreement and any dispute (contractual or non-contractual) is governed by the laws of England and Wales. The courts of England shall have exclusive jurisdiction.
20. General
20.1 This Agreement constitutes the entire agreement between you and us regarding the Digital Content and supersedes prior discussions.
20.2 You acknowledge you have not relied on any statement not set out here (nothing in this clause limits liability for fraud).
20.3 No third party has rights under the Contracts (Rights of Third Parties) Act 1999 to enforce this Agreement.
20.4 If any provision is held invalid, the remainder remains in force.
20.5 No delay in exercising a right is a waiver of that right.
