Refund Policy

Last Updated: June 15, 2024

1. Introduction

At GameHaven NL, we strive to provide excellent service and ensure customer satisfaction. This Refund Policy outlines the terms and conditions under which we offer refunds for our various services, including gaming sessions, memberships, tournament entries, private events, and merchandise.

By using our services, you agree to the terms of this Refund Policy. Please read this policy carefully to understand your rights and expectations regarding refunds.

2. Individual Gaming Sessions

2.1 Cancellations

  • Cancellation with 24+ hours notice: Full refund or credit for future use.
  • Cancellation with 12-24 hours notice: 75% refund or full credit for future use.
  • Cancellation with 6-12 hours notice: 50% refund or 75% credit for future use.
  • Cancellation with less than 6 hours notice: No refund, but may receive a 25% credit for future use at management's discretion.
  • No-shows: No refund or credit.

2.2 Service Interruptions

  • If you experience technical issues during your gaming session that significantly impact your experience and are caused by our equipment or services, you may be eligible for a proportional refund or credit based on the duration of the issue.
  • Issues must be reported to staff immediately to be eligible for compensation.
  • Service interruptions due to factors beyond our control (e.g., power outages, internet service provider issues) will be handled on a case-by-case basis.

3. Membership Plans

3.1 Monthly Memberships

  • Monthly memberships can be canceled at any time, but we do not provide partial refunds for the current billing period.
  • Cancellation will take effect at the end of the current billing period.
  • To cancel, you must submit a cancellation request at least 3 business days before the next billing date.

3.2 Annual Memberships

  • Annual memberships may be eligible for a partial refund if canceled before the end of the term.
  • Refund amount will be calculated based on the remaining months, less a 15% early termination fee.
  • The refund will be calculated at the monthly rate, not the discounted annual rate.
  • No refunds will be provided for annual memberships after 9 months of use.

3.3 Cooling-off Period

  • New members have a 7-day cooling-off period from the date of purchase.
  • If you cancel within this period, you will receive a full refund minus the cost of any services used, calculated at the standard non-member rate.

4. Tournament Entries

  • Tournament entry fees are generally non-refundable once registration is closed.
  • If you withdraw before registration closes, you may receive a full refund or credit for future tournaments.
  • If a tournament is canceled or rescheduled by GameHaven NL, participants will be offered a full refund or the option to transfer their entry to the rescheduled date or another tournament.
  • Disqualification due to rule violations or inappropriate conduct will not entitle you to a refund.

5. Group Bookings and Private Events

  • Cancellation 7+ days before the event: Full refund of deposit or payment.
  • Cancellation 3-6 days before the event: 75% refund.
  • Cancellation 48-72 hours before the event: 50% refund.
  • Cancellation less than 48 hours before the event: No refund.
  • Custom events with special requirements or arrangements may have specific cancellation policies that will be outlined in the event agreement.

6. Gift Cards and Promotional Credits

  • Gift cards and promotional credits are non-refundable and cannot be exchanged for cash.
  • Gift cards expire 24 months from the date of purchase unless otherwise stated.
  • Promotional credits have expiration dates as specified in the offer terms.

7. Merchandise

  • Unworn/unused merchandise in original condition with tags may be returned within 14 days of purchase for a full refund or exchange.
  • Proof of purchase is required for all returns and exchanges.
  • Sale items may only be exchanged for other items, not refunded, unless the item is defective.
  • Defective merchandise can be returned within 30 days for a replacement or refund.

8. Refund Processing

  • Refunds will be processed using the original payment method whenever possible.
  • Processing time varies depending on the payment method:
    • Credit/debit card: 5-10 business days
    • Bank transfer: 3-5 business days
    • iDEAL: 3-5 business days
    • Cash refunds: Immediate, available only for in-person purchases originally made in cash
  • For payments made through third-party services (e.g., PayPal), refund processing times depend on their policies.

9. Exceptional Circumstances

  • In case of extraordinary circumstances (e.g., medical emergencies, bereavement), we may consider exceptions to our standard refund policy on a case-by-case basis.
  • Documentation may be required to support requests for exceptions.
  • Business disruptions due to force majeure events (e.g., natural disasters, pandemics) will be handled according to applicable regulations and our business continuity policies.

10. How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer service team:
  2. Provide the following information:
    • Your name and contact information
    • Date of purchase or booking
    • Order number or reference (if available)
    • Reason for requesting a refund
    • Proof of purchase (receipt, order confirmation email, etc.)
  3. For merchandise returns, the item must be returned in its original condition with all tags attached.

11. Right to Modify Policy

GameHaven NL reserves the right to modify or update this Refund Policy at any time. Changes will be effective when posted on our website. It is your responsibility to review this Refund Policy periodically for any changes.

The policy version in effect at the time of purchase will apply to any refund requests.

12. Legal Rights

This Refund Policy does not affect your statutory rights under Dutch consumer protection laws. If there is a conflict between this policy and applicable consumer protection laws, the laws will prevail.

13. Contact Information

If you have any questions about this Refund Policy, please contact us at:

GameHaven NL
van den Veldenring 624
3312CV Castelre
Netherlands

Email: info@pcclubgame.com
Phone: +992205481076