Refunds & Access Help

Last updated: 14/09/2025

We want every player to have a smooth experience. If something isn’t working, please email us first at info@coldcaseinc.com with your Order number and the email you used at checkout. We can usually resolve access issues within minutes (e.g., issuing a temporary password or correcting an email typo).

1. Digital content & cooling-off (important)

Our games are online digital content delivered immediately through your account.

  • At checkout you agreed to our Terms and requested immediate access to your digital content.

  • You also acknowledged that you lose your 14-day right to cancel once access begins.

  • For new customers, access begins when we make the game available in your new account (you’ll receive the “set your password” email to log in).

  • For existing customers, access begins immediately after payment—your game unlocks in My Games.

Because access is provided right away and cannot be “returned,” we do not offer refunds once access has begun (see Section 6 of our Terms & Conditions).

2. If you can’t log in or didn’t get the password email

  1. Check Spam/Junk and Gmail Promotions for an email from Cold Case Inc.

  2. Use My account → Forgot password to resend a link.

  3. Still stuck? Email info@coldcaseinc.com with your Order # and we’ll issue a temporary password or correct your account email promptly.

Tip: Some corporate or school filters block automated emails. If possible, try a personal inbox or tell us to switch your account to a different email.

3. When we’ll repair/replace (statutory rights)

If a technical fault on our side prevents access or materially impairs your ability to play, we will:

  • Repair or restore access within a reasonable time, or

  • Replace access (e.g., re-provision the game to your account).
    If repair/replace is impossible or fails, we may provide a price reduction or refund where required by law.

This does not cover issues outside our control (e.g., device/browser incompatibility, company firewalls, internet outages, or mistyped email addresses—though we’ll still help you fix the setup).

4. Non-refund scenarios (examples)

To keep things fair, refunds are not offered for:

  • Change of mind after access begins.

  • Purchasing the wrong case or duplicate content after access begins.

  • Difficulty level, puzzle preferences, or time taken to complete.

  • “Not received” claims where account access logs show availability or use.

  • Inability to play due to unsupported/locked-down systems (we’ll advise minimum requirements on request).

5. Disputes & chargebacks

Please contact us first at info@coldcaseinc.com—payment disputes delay resolution. If a PayPal/Stripe dispute is opened, we may temporarily suspend account access until it’s resolved.

For “Item not received” disputes on digital content, we provide the processor with compelling evidence, including:

  • Order and payment details (IDs, timestamps).

  • Account creation and login/access logs (IP/device, user agent).

  • Screenshots showing the game available under My Games.

  • The Terms & Conditions consent and checkout checkbox text you accepted (with timestamp).

Where a dispute is decided in our favour, we may recover non-refundable platform fees and reasonable administration costs associated with responding to the claim.

6. What you agreed to at checkout

Placing an order requires you to tick the Terms checkbox confirming that you:

  • Read and agreed to our Terms & Conditions, and

  • Requested immediate access to digital content and acknowledged the loss of the 14-day cancellation right once access begins.

Your consent is stored with the order for audit purposes.

7. Payment methods

We accept secure payments via Stripe and PayPal. We do not store card details on our servers. Your use of those services may also be subject to their platform terms.

8. How to contact us

  • Access & support: info@coldcaseinc.com

  • Please include your Order number and the email used at checkout so we can help fast.

Friendly reminder

Most access issues boil down to an email typo or a password link caught in Spam. Email us first—we’ll sort it quickly so you can get playing.