Refund Policy
Last updated: December, 2025
1. Digital Product Policy
REDACT GAMES offers 100% digital products.
All case files are delivered immediately after purchase, granting instant access to the investigation materials and the Clues & Verification system.
Because of the digital nature of our products and the immediate access provided, all sales are final once access has been granted.
2. When Refunds May Be Considered
Refunds are not guaranteed and will only be considered in exceptional circumstances, specifically when:
– A verified technical failure prevents access to the purchased content
– The case materials are inaccessible due to a system error
– The case access code does not function and cannot be resolved by our support team
Refund requests must be based on technical issues only, not on gameplay experience, difficulty, or personal preference.
3. Support Requirement Before Refunds
Before any refund request can be evaluated, customers must:
– Contact our support team at info@redact.games
– Allow up to 72 business hours for our team to investigate and attempt to resolve the issue
Most access-related issues can be resolved quickly.
Refunds will only be considered after all reasonable support attempts have been made.
4. Non-Refundable Situations
Refunds will not be issued in cases including, but not limited to:
– The case has already been accessed, reviewed, or substantially consumed
– The Clues & Verification system has been used
– The case has been completed or solved
– The purchase was made by mistake, without a technical fault
– The request is based on difficulty level, case duration, or narrative expectations
– Evidence of misuse, abuse, or attempts to exploit the refund process
5. Abuse and Misuse
REDACT GAMES reserves the right to deny refunds in cases of:
– Excessive or abusive refund requests
– Attempts to obtain content without payment
– Sharing of case materials or solutions that compromise the experience of other players
6. Payment Processing
All payments and any approved refunds are processed exclusively through Hotmart, using the original payment method selected at checkout.
Refund timelines and processing speeds are subject to Hotmart’s policies and the customer’s payment provider.
7. Fictional Content Disclaimer
All REDACT GAMES cases are entirely fictional.
Any resemblance to real crimes, events, or individuals is purely coincidental and does not affect refund eligibility.
8. Policy Updates
We may update this Refund Policy from time to time to reflect operational or legal changes.
The version published on this page is always the most current and applicable.
9. Contact
If you believe you are experiencing a technical issue that qualifies under this policy, please contact: info@redact.games
We are committed to providing a fair, transparent, and respectful experience to all investigators.
