Refund Policy

The short version

Supporter memberships and passes provide digital access that normally begins as soon as payment is confirmed. Completed payments are generally final once access has been made available or used, except where a refund or other remedy is required by law or approved after review.

If you were charged more than once, paid but did not receive access, or believe a payment was made without your permission, contact us promptly so we can investigate.

Immediate digital delivery

A Supporter membership, one-month pass, or one-day pass is a digital service feature linked to a Retro-Arcade account. By completing checkout, you request that the selected access begin as soon as the payment provider confirms the transaction.

A pass is a one-time purchase and expires automatically at the end of its stated period. A membership renews monthly until cancelled.

Cancelling a membership

You can stop a recurring membership from renewing from the Membership & passes section of your account page. Cancellation normally takes effect at the end of the current paid period, and Supporter access remains available until then.

Cancelling renewal does not normally refund or prorate a period that has already started. One-time passes do not renew and therefore do not need to be cancelled.

When refunds are not normally provided

Except where required by applicable law, refunds are not normally provided for:

• a change of mind after paid digital access has been made available;
• unused time remaining on an active membership or pass;
• failure to cancel a recurring membership before its next renewal;
• loss of access caused by forgotten credentials, account sharing, poor account security, or a breach of site rules;
• account restriction, suspension, or closure resulting from fraud, abuse, chargebacks, payment disputes, security concerns, or other harmful conduct; or
• temporary maintenance, outages, game changes, browser or device compatibility, discontinued games, or other service interruptions.

When we will review a request

We will review requests involving a duplicate charge, an incorrect amount, a completed payment where the purchased access was not delivered, or a payment reported as unauthorised. We may correct the access period, provide replacement access, reverse a duplicate transaction, or issue another appropriate remedy. The result depends on the evidence, payment-provider records, and applicable law.

If a refund or reversal is issued, the related Supporter access may be removed or adjusted.

Chargebacks & payment disputes

Please contact Retro-Arcade before opening a PayPal or Stripe dispute so we have an opportunity to investigate. While a chargeback, reversal, or payment dispute is reviewed, we may restrict the related Supporter access and account to prevent misuse. A reversed payment does not create a right to keep access granted by that payment.

Your legal rights

Nothing in this policy limits any consumer or other legal right that cannot be excluded. Where applicable law requires a refund, repeat performance, price reduction, or another remedy, we will handle the request in accordance with that law.

How to request help

Email [email protected] from the address registered to your account. Include your username, the payment provider, transaction reference if available, payment date and amount, and a short explanation. Do not email card or bank details.