Refund Policy

1. Your Right to Refund

Under the UK Consumer Rights Act 2015, you have the right to request a refund for digital content in certain circumstances. This policy outlines when refunds are available for purchased quiz rounds on VibraXX.

2. 14-Day Refund Window

What Qualifies as "Unused"

• Rounds purchased but not yet used to enter any live quiz
• Rounds still visible in your account balance
• Rounds not consumed or activated

3. Refund Eligibility

4. How to Request a Refund

To request a refund, follow these steps:

1. Email us at team@vibraxx.com within 14 days of purchase
2. Include "Refund Request" in the subject line
3. Provide your account email and purchase details
4. Specify the number of unused rounds you wish to refund
5. Explain the reason for your refund request

5. Refund Processing Time

• Review: We will review your request within 3 business days
• Approval: Approved refunds are processed within 5 business days
• Payment: Refunds are issued to your original payment method via Stripe
• Arrival: Allow 5-10 business days for funds to appear in your account

6. Prize Pool Threshold Not Met

If the monthly participation threshold of 3000+ active participants is not reached, ALL rounds purchased during that month are automatically refunded—regardless of whether they were used.

7. Technical Issues

If you experience technical problems that prevent you from using purchased rounds:

• Contact us immediately at team@vibraxx.com
• Describe the technical issue in detail
• Include screenshots or error messages if available
• We will investigate and issue a refund or replacement rounds if the fault is on our side

8. Currency and Exchange Rates

All refunds are processed in British Pounds (GBP). If you paid in a different currency:

• The refund amount will be the GBP equivalent at the time of purchase
• Your bank or payment provider will convert it to your local currency
• We are not responsible for exchange rate fluctuations
• Currency conversion fees charged by your bank are non-refundable

9. Exceptions and Special Circumstances

When Refunds Are Not Available

Exceptional Circumstances

In cases of serious illness, bereavement, or other exceptional circumstances, please contact us. We will consider refund requests outside the standard policy on a case-by-case basis.

10. Disputes

If your refund request is denied and you believe this is incorrect:

• You may appeal the decision by replying to our refund decision email
• Provide any additional evidence or information
• A senior team member will review your appeal within 5 business days
• If still unsatisfied, see our Complaints Procedure

11. Contact Information