Refund Policy
Digital service purchases are final - refunds available only in exceptional circumstances
1. No General Right to Refund
Quiz round purchases are for digital content that is supplied immediately upon payment. Under the UK Consumer Rights Act 2015, the 14-day cooling-off period does not apply to digital content once delivery has begun with your express consent.
By purchasing quiz rounds, you expressly agree that the digital service begins immediately, and you waive your right to the 14-day cancellation period.
Why No General Refunds?
- Instant Delivery: Quiz rounds are credited to your account immediately upon purchase
- Digital Service: Digital quiz rounds are considered delivered once credited to the account
- Platform Costs: Payment processing fees, server infrastructure, and operational costs are incurred immediately
- Service Provided: Access to the live quiz platform, leaderboards, and competition features begins immediately
2. Exceptional Circumstances Only
Refunds are available ONLY in the following exceptional circumstances where the fault lies with VibraXX:
Platform Error
Verified technical fault on our side preventing round usage
Wrongful Charge
Payment charged without your authorization or in error
Duplicate Payment
Same purchase charged multiple times due to system error
Wrongful Ban
Account restricted due to our error (not Terms violation)
Service Failure
Widespread platform outage preventing competition access
Billing Error
Incorrect amount charged compared to displayed price
3. When Refunds Are NOT Available
• Change of mind after purchase
• Rounds you chose not to use
• Poor quiz performance or low scores
• Account banned for cheating or Terms violations
• Internet connection problems on your end
• Monthly threshold (3000+ participants) not being met
• Disagreement with quiz questions or answers
• Device compatibility issues on your end
• Misunderstanding of how the service works
4. How to Request a Refund
If you believe you qualify for a refund under Section 2 (Exceptional Circumstances), follow these steps:
- Email team@vibraxx.com with subject "Refund Request - [Exception Type]"
- Provide your account email address
- Include purchase date and transaction ID (if available)
- Clearly explain which exceptional circumstance applies
- Provide evidence: screenshots, error messages, timestamps, etc.
You must demonstrate that one of the exceptional circumstances in Section 2 applies. General dissatisfaction or change of mind does not qualify for a refund.
5. Refund Processing
- Review: We will investigate your claim within 3 business days
- Evidence Required: You may be asked to provide additional proof
- Decision: You will receive our decision within 5 business days
- Approval: If approved, refund processed within 5 business days
- Payment Method: Refund issued to original payment method via Stripe
- Arrival: Allow 5-10 business days for funds to appear in your account
Payment processing fees may be deducted from refunds only where permitted by law. Where a refund is required due to a fault on our side, the full purchase amount will be refunded in accordance with UK consumer law.
6. Currency and Exchange Rates
All refunds are processed in British Pounds (GBP). If you paid in a different currency:
- The refund will be the GBP amount originally charged
- Your bank or payment provider will convert it to your local currency
- We are not responsible for exchange rate fluctuations between purchase and refund
- Currency conversion fees charged by your bank are your responsibility
7. Alternative Resolutions
In cases of technical issues or errors on our side, we may offer alternatives to monetary refunds:
- Replacement Rounds: Additional quiz rounds credited to your account at no cost
- Account Credit: Credit applied for future purchases
- Technical Support: Assistance resolving issues preventing round usage
- Compensation: In exceptional cases, additional rounds or credit beyond the original purchase
The appropriate remedy (refund, replacement, credit, or support) will be determined based on the circumstances of each case and in accordance with applicable consumer protection laws.
8. Disputes and Appeals
If your refund request is denied and you believe this decision is incorrect:
- Reply to the refund decision email requesting escalation
- Provide any additional evidence or information
- A senior team member will review within 5 business days
- The senior review decision is final
- If still unsatisfied, see our Complaints Procedure for further options
9. Consumer Rights Information
This refund policy complies with the UK Consumer Rights Act 2015. Under this Act:
- The 14-day cancellation right does NOT apply to digital content once delivery begins with your consent
- By clicking "Purchase," you expressly consent to immediate delivery
- You have rights to refunds for digital content that is faulty or not as described
- Nothing in this policy affects your statutory rights under UK consumer law
For independent advice on your consumer rights, contact Citizens Advice: 0808 223 1133 or visit citizensadvice.org.uk
Nothing in this policy limits or excludes your statutory rights where applicable. This policy sets out our commercial practices but does not override rights granted to you by law.
10. Contact Information
Email: team@vibraxx.com
Subject: "Refund Request - [Exception Type]"
Response Time: Within 3 business days
Company: Sermin Limited (trading as VibraXX)
Company Number: 16778648
Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UK
Important Notice
All quiz round purchases are final. Refunds are available only in exceptional circumstances where VibraXX is at fault. Please review this policy carefully before making a purchase.