Welcome to PairPopJoy.
This Refund and Return Policy applies to all digital products and services purchased via www.pairpopjoy.com.
Please read this policy carefully before making a purchase.
I. Nature of Products
The products offered by PairPopJoy are digital products, including but not limited to:
Virtual “Connect” (tile-matching) game content;
Game access rights;
This website does not sell any physical goods; therefore, there is no return process for physical merchandise.
II. Instant Delivery of Digital Content
All products are delivered digitally online.
Upon successful payment, the system typically immediately:
Activates the purchased content;
Grants access rights;
Unlocks relevant features;
Links the purchased content to the user’s account.
Digital products are generally delivered instantly or automatically after successful payment.
III. Important Notice Regarding the 14-Day Right of Withdrawal
In accordance with the EU Consumer Rights Directive (Directive 2011/83/EU) and the German Civil Code (BGB) regulations concerning the sale of digital content:
Consumers generally have a 14-day right of withdrawal (Widerrufsrecht).
However, for digital content not supplied on a tangible medium, if:
The user expressly requests that the provision of digital content begin immediately within the 14-day withdrawal period;
The user expressly consents to the immediate delivery of the digital content;
The user acknowledges that they will lose their right of withdrawal once the delivery of digital content has begun;
Then the right of withdrawal terminates by law.
By completing a purchase, you expressly agree that:
PairPopJoy begins providing the digital content or service immediately after payment is completed;
The digital product is activated or delivered instantly;
You acknowledge and accept that you will lose the statutory 14-day right of withdrawal (Widerrufsrecht) once the delivery of digital content has begun.
Once the delivery, activation, unlocking, or provision of access to digital content has commenced, the user waives the right to a “no-questions-asked” return within 14 days.
IV. No Returns or Refunds
Due to the nature of digital products—which are delivered instantly, ready for immediate use, and cannot be returned/recovered:
Returns are not accepted for any digital products that have been successfully delivered, activated, unlocked, or for which access has been granted.
Furthermore:
In principle, refunds are not available once the delivery of digital content has begun. The following situations do not constitute grounds for a refund:
Change of mind;
Change in personal preference;
Dissatisfaction with the product content;
Failure to fully read the product description;
No longer needing the product;
Deciding not to use the product after purchase;
Mistakenly believing the product was a physical item;
Purchase made by a family member or friend using your device (except in cases of unauthorized transactions).
V. Exceptions
We may review refund requests in the following limited circumstances:
- Duplicate payment
The same order was charged multiple times due to a system error.
- Unauthorized transaction
Investigation confirms credit card fraud or an unauthorized payment.
- Delivery failure due to technical issues
Platform system failure prevented the user from accessing purchased digital content, and we were unable to resolve the issue within a reasonable timeframe.
- Legal requirements
Special circumstances where a refund is mandated by German law, EU law, or other applicable laws.
We reserve the right to request reasonable supporting documentation from the user in the above cases.
VI. Grounds for Refusal
We reserve the right to refuse refund requests in the following cases:
The digital product has been successfully delivered;
The product has been activated;
Access has been granted;
Use of the product has commenced;
The user has violated the Terms of Service;
Suspected fraudulent activity;
Attempting to obtain the product for free via a chargeback;
Lack of reasonable evidence to support the refund request.
VII. Chargeback Handling
If a user initiates a chargeback dispute directly with their bank or payment provider without first contacting PairPopJoy, we reserve the right to:
Submit order records to the payment provider;
Submit delivery records;
Submit account access records;
Submit records of the user’s agreement to the Terms of Service and Refund Policy;
Suspend or terminate the relevant account.
Malicious chargeback activity may result in a permanent ban from using our services.
VIII. How to Request a Refund
If you believe you meet the refund criteria outlined in this policy, please contact us at:
Email: connect@pairpopjoy.com
Please provide:
Order number;
Registered email address;
Transaction date;
Description of the issue;
Relevant supporting documentation.
IX. Processing Time
Refund requests will generally be reviewed within:
5 to 10 business days after receipt of complete information.
If the request is approved, the refund will be issued via the original payment method. The actual time of receipt depends on the processing speed of the relevant bank or payment institution.
X. Contact Us
Customer Service Email: connect@pairpopjoy.com
Company: the napoletana. GmbH
Address: Ostheimer Str. 3, 33034, Brakel
Phone: 4952723089991
Response time for general inquiries: 24 to 48 working hours.