Refund and Cancellation Policy

Effective Date: 10 August 2026
Last Updated: 10 August 2026

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At Voltage Goblin, we want our refund and cancellation process to be clear and fair.

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This Refund and Cancellation Policy applies to purchases and bookings made through Voltage Goblin websites and services, including:

• voltagegoblin.com

• edu.voltagegoblin.com

• play.voltagegoblin.com

• any other Voltage Goblin service that links to this Policy.

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This Policy covers digital products, gaming purchases, subscriptions, memberships, tutoring sessions, classes and other paid Voltage Goblin services.

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Payments made through our websites may be processed through Wix, Wix-supported payment services, or another authorised payment provider.

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Nothing in this Policy limits or removes any consumer right that cannot legally be excluded.

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1. Your Statutory Rights

If you are purchasing as a consumer, you may have rights under Dutch and European consumer law in addition to the refund arrangements we voluntarily provide.

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For many services and purchases entered into online, consumers have a 14-day statutory withdrawal period during which they may cancel without providing a reason, subject to certain exceptions.

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Different rules can apply depending on whether you are purchasing:

• a digital product;

• a digital service;

• a subscription;

• tutoring or another service;

• or another type of product or service.

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Where a statutory right conflicts with any provision of this Policy, the statutory right will take priority.

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2. Digital Products and Digital Content

Voltage Goblin may sell or provide digital products including:

• downloadable content;

• game content;

• digital resources;

• educational materials;

• virtual items;

• in-game items;

• digital unlocks;

• virtual currency;

• downloadable features; and

• similar digital products.

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Digital purchases are not automatically refundable simply because a customer changes their mind after valid immediate delivery has begun and the statutory withdrawal right has been validly waived.

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Where we provide immediate access to digital content during the statutory withdrawal period, we may require you to expressly:

1. request or agree that delivery of the digital content begins immediately; and

2. acknowledge that beginning delivery may result in the loss of your statutory right of withdrawal.

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For digital content supplied online, Dutch guidance requires the consumer's agreement and acknowledgement before access or downloading begins where the withdrawal right is to be lost.

If the necessary consent or acknowledgement has not been obtained, any statutory withdrawal rights that apply will remain available.

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3. Faulty or Incorrect Digital Content

The fact that a digital purchase has already been accessed does not remove your statutory rights if the product or service is faulty.

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If digital content or a digital service:

• does not work as reasonably expected;

• is materially different from its description;

• has not been supplied;

• cannot reasonably be accessed;

• is missing functionality that was promised; or

• otherwise fails to meet applicable legal requirements,

please contact us.

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Depending on the circumstances, we may first attempt to correct the problem or provide the digital content as promised.

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Where the problem cannot reasonably be corrected, applicable consumer law may give you a right to a price reduction, cancellation of the contract or reimbursement.

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4. In-Game Purchases and Virtual Items

Purchases of virtual items, virtual currency, game unlocks and similar digital content are subject to the same statutory consumer protections described above.

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Once a virtual item or digital benefit has been supplied and any applicable statutory withdrawal right has been validly waived, we do not normally provide a voluntary refund simply because:

• you changed your mind;

• you no longer want the item;

• you accidentally used the item;

• you no longer play the relevant game; or

• you would prefer a different virtual item.

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However, we will consider requests involving:

• duplicate transactions;

• incorrect items supplied;

• technical failures;

• purchases that were not properly delivered;

• suspected unauthorised transactions; or

• other circumstances where a refund or remedy is required by law.

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Virtual currency and virtual items cannot normally be exchanged for cash unless expressly stated otherwise or required by law.

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5. Subscriptions and Memberships

Some Voltage Goblin services may be offered through recurring subscriptions or memberships.

Before subscribing, you will be provided with information about the price, billing frequency, subscription period and cancellation arrangements.

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Initial Withdrawal Period

Where a subscription is purchased online by a consumer and the statutory right of withdrawal applies, you will normally have 14 days from entering into the contract to exercise that right.

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Where you specifically request that a paid service begins during that period, different rules may apply to services already provided.

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Cancelling a Subscription

You may cancel a subscription in accordance with the terms presented when you subscribed.

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Where you cancel during an agreed fixed subscription period, the subscription will normally continue until the end of that fixed period unless:

• the applicable subscription terms allow earlier cancellation;

• we agree otherwise;

• the service has not been provided as agreed; or

• you have a statutory right to terminate earlier.

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Where a consumer subscription has been automatically renewed after its fixed term, Dutch rules generally allow the consumer to cancel it with a notice period of no more than one month.

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Where required, subscriptions must also be capable of being cancelled using the same method by which they were entered into. For example, a subscription entered into online must be capable of being cancelled online.

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Refunds After Subscription Cancellation

Cancelling a subscription does not necessarily mean that payments already made for a properly supplied period will be refunded.

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Where access continues until the lawful end of the paid subscription period, no additional voluntary refund will normally be provided for that period.

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Where applicable law requires a refund, including where payment relates to a period after the effective termination date, we will provide the appropriate refund.

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6. Tutoring and Educational Bookings

Payments for tutoring, classes and other scheduled educational services may be taken at the time of booking.

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Our standard cancellation policy is designed to give both learners and tutors reasonable certainty while recognising that plans sometimes change.

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Cancellation 24 Hours or More Before a Session

If you cancel a tutoring or class booking at least 24 hours before the scheduled start time, you may request:

• a rescheduled session;

• account or service credit; or

• a refund of the amount paid for that session.

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Where possible, we encourage rescheduling, but you are not required to accept a credit instead of a refund where our policy or applicable law entitles you to a monetary refund.

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Cancellation Less Than 24 Hours Before a Session

If you cancel less than 24 hours before the scheduled start time, the session will normally be treated as chargeable and we will not normally provide a voluntary refund.

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However, this 24-hour policy does not override any statutory cancellation or withdrawal right that may apply.

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We may also consider exceptional circumstances, including significant illness, emergencies or other situations outside the learner's reasonable control.

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Any exception will be considered fairly on a case-by-case basis.

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7. Online Bookings and the 14-Day Withdrawal Period

A 24-hour booking cancellation policy and the statutory consumer withdrawal period are not the same thing.

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Where a tutoring or educational service is booked online, a statutory 14-day withdrawal right may apply from the date the service contract is entered into.

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If you ask us to begin providing a paid service during that withdrawal period, we may ask you to expressly request early performance.

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Where part of the service has already been properly provided before you exercise a valid withdrawal right, you may be required to pay an appropriate amount for the service already supplied where applicable law permits this.

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Where a service has been fully performed during the statutory withdrawal period following the necessary express request and acknowledgement, the right of withdrawal may cease.

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8. Missed Tutoring Sessions

If a learner does not attend a booked session and has not cancelled it beforehand, the session will normally be treated as a no-show and no voluntary refund will normally be provided.

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If you believe you missed the session because of exceptional circumstances, please contact us.

We may consider reasonable requests on a case-by-case basis.

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9. Late Arrival

If a learner arrives late, the session will normally still finish at its originally scheduled end time.

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A refund will not normally be provided for teaching time lost because of a learner's late arrival.

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Where the delay is caused by Voltage Goblin or the tutor, we will take reasonable steps to provide the full booked teaching time or make an appropriate alternative arrangement.

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10. Cancellation by Voltage Goblin

Sometimes we may need to cancel or reschedule a tutoring session, class or other booked service.

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If this happens, we will normally offer you the choice of:

• a suitable alternative date or time;

• account or service credit; or

• a refund for the affected service.

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If we cancel a paid service and cannot provide the service or a reasonable alternative that you accept, we will refund the amount paid for the service that was not provided.

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11. Service Disruptions and Technical Problems

Temporary technical difficulties do not automatically result in a refund.

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If a significant technical problem on our side prevents you from receiving a paid service or accessing purchased digital content, please contact us so that we can investigate.

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Depending on the circumstances, an appropriate remedy may include:

• restoring access;

• correcting the technical problem;

• rescheduling the service;

• replacing the digital content;

• providing an appropriate credit;

• reducing the price; or

• issuing a refund.

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Any statutory rights relating to defective digital products or services remain unaffected.

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12. Duplicate Payments

If you believe you have been charged more than once for the same transaction, please contact us as soon as reasonably possible.

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Once we confirm that an unintended duplicate payment has occurred, we will arrange for the duplicate amount to be refunded.

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13. Unauthorised Payments

If you believe a payment through a Voltage Goblin service was made without your authorisation, please contact us as soon as possible at:

info@voltagegoblin.com

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You should also contact your payment provider where appropriate.

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We may temporarily restrict the relevant account or transaction while we investigate suspected fraud or unauthorised activity.

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14. Promotional Discounts

If a refund is due for an item or service purchased using a promotional discount, the refund will normally be based on the amount actually paid for the affected item or service rather than its standard undiscounted price.

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Where a promotion applies to several products or services together, we will calculate any refund reasonably and in accordance with the terms of the promotion and applicable law.

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15. How Refunds Are Issued

Where a refund is approved or legally required, we will normally refund the payment using the original payment method where reasonably possible.

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The time taken for a refund to appear in your account may depend on the payment provider, bank or payment method used.

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Where statutory withdrawal rights apply, refunds will be handled within the timeframe required by applicable consumer law.

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For qualifying withdrawals under EU consumer rules, reimbursement is generally required without undue delay and no later than 14 days after the trader has been informed of the decision to withdraw.

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16. How to Cancel or Exercise a Right of Withdrawal

Where you have a statutory right of withdrawal, you may exercise that right using the cancellation method provided on the relevant Voltage Goblin website or by contacting us.

Email: info@voltagegoblin.com

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Your request should clearly state that you wish to cancel or withdraw from the relevant contract and should include enough information for us to identify the purchase, subscription or booking.

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Where legally required, we will also make the statutory model withdrawal form and online cancellation functionality available to consumers.

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17. Chargebacks and Payment Disputes

If you believe a payment is incorrect, duplicated, unauthorised, or connected with a service that has not been provided as agreed, we encourage you to contact us first so that we have an opportunity to investigate and resolve the issue.

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Contacting us first does not remove or restrict any legal right you may have to contact your bank, card provider, payment service provider or another competent body.

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We may investigate chargebacks or payment disputes.

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Where we have reasonable evidence that a user has deliberately engaged in fraudulent or abusive payment activity, we may restrict or suspend the relevant account where lawful and proportionate to do so.

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We will not treat the legitimate exercise of a consumer or payment-dispute right as fraudulent activity.

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18. Refund Abuse and Fraud

We reserve the right to investigate refund requests where we reasonably suspect:

• fraud;

• deliberate abuse of the refund process;

• manipulation of digital purchases;

• repeated false claims;

• misuse of chargeback systems; or

• attempts to retain purchased benefits while improperly obtaining a refund.

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Where appropriate, we may restrict access to services or accounts in accordance with our Terms and Conditions.

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Nothing in this section removes legitimate consumer rights.

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19. Business Purchases

The statutory consumer rights described in this Policy generally apply to individuals purchasing primarily for personal purposes.

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Different cancellation, refund and contractual rules may apply where a service is purchased for business or professional purposes.

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Where a separate agreement exists for a business customer, that agreement may contain different refund or cancellation terms.

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20. Changes to This Policy

We may update this Refund and Cancellation Policy where reasonably necessary, including to reflect changes to our services, payment arrangements or applicable law.

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The most recent version will be published on our website together with its effective and last-updated dates.

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Changes to this Policy will not remove statutory rights relating to purchases or contracts entered into before the change.

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21. Contact Us

If you have a question about a cancellation, refund, subscription, tutoring booking or payment, please contact us at:

Voltage Goblin
Email: info@voltagegoblin.com
Website: voltagegoblin.com

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When contacting us about a transaction, please provide any relevant information you have, such as:

• your name;

• the email address connected to the purchase;

• the order or booking reference;

• the date of payment;

• the service or product purchased; and

• a brief explanation of your request.

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Please do not send complete payment-card details by email.

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Clear process. Fair treatment. Let’s Level Up!