Legal
Refund Policy
Quidsmith is free to play. This policy covers the one thing we sell: an optional membership. It explains your right to cancel, when we will give your money back, and how to ask.
Changed your mind? Ask within fourteen days of buying and you get your money back. After that, we will still refund you if the membership is faulty or not as described, if you were charged by mistake or twice, or if an annual renewal went through that you did not want and you tell us within fourteen days of it. Email hello@quidsmith.com and we will sort it out.
Who sells the membership
On the website, payments are handled by Stripe, and memberships are sold to you through Onelink, Stripe's checkout service. Sold through Link, LLC is the reseller and Merchant of Record for your purchase: it takes the payment, handles any tax, issues your receipt and processes any refund. Your purchase shows as "Sold through Onelink", and on your bank statement as LINK.COM* QUIDSMITH. The Sold through Onelink terms apply to your purchase alongside this page, and where they give you more than this page does, you get the more generous of the two.
If you bought membership inside the Android or iOS app, Google Play or the Apple App Store sold it to you, and refunds follow that store's rules (see below).
Your fourteen-day right to cancel
A membership bought on the website comes with a fourteen-day cooling-off period, counted from the day your access begins, which is the day you buy it. If you change your mind within those fourteen days, ask for a refund (see how to ask) and you get your money back, for any reason or none. If you are asking for this reason, say it is a cooling-off refund.
After the fourteen days, the cases below are still refunded, and nothing here affects your statutory rights.
When we will refund you
- Something is wrong with it. If the membership, or a feature it promised, does not work or is not as described on the membership page, tell us. We will fix it, and if we cannot, we will refund you in full or in part. This is your right under the Consumer Rights Act 2015, and we would do it anyway.
- You were charged by mistake. A duplicate payment, a membership bought twice on the same account, or a charge you did not make is refunded in full.
- An annual renewal you did not want. If your membership renews and you meant to cancel, ask within fourteen days of the renewal date and we will refund that renewal in full and stop it renewing again. Your membership then ends, and anything earned in earlier paid years stays yours.
- You never received it. If you paid and the membership did not appear on your account, and we cannot put it right promptly, you get your money back.
Outside these cases and the fourteen-day cooling-off period, we do not give refunds for a change of mind, and cancelling a renewing membership stops the next renewal rather than refunding the months you have left. If your situation does not fit neatly into any of the above, email us anyway. Every request is read by a person.
How to ask for a refund
Bought on the website: any one of these works.
- Within fourteen days of buying, use the Refund button on your account page, next to the membership or gift. If you bought a gift while signed out, the button is on the page that showed you the code. The refund is issued straight away.
- Email hello@quidsmith.com with the email address you paid with and, if you have it, the order number from your receipt. Tell us briefly what went wrong.
- Use the support link in the receipt Onelink emailed you.
- Contact Onelink support, which handles payment questions for purchases sold through Onelink.
Approved refunds go back to the payment method you used, usually within fourteen days of approval. How long it then takes to reach your account depends on your bank or card provider.
Bought in the app: Apple and Google handle payments made through their stores, and we cannot refund those ourselves. For an iOS purchase, request a refund at reportaproblem.apple.com. For an Android purchase, use your order history in Google Play or Google Play's refund page. If the store says no and you think something is genuinely wrong, email us and we will see what we can do.
What a refund changes
A refund reverses the purchase, so it also reverses what the purchase gave you:
- The membership that payment bought ends, along with its ongoing extras such as extra challenge rooms.
- The badge that purchase granted is removed. Badges earned by other, still-paid purchases are not affected.
- For a Patron year, the gift code that year created is cancelled if it has not been used. If it has already been redeemed, someone has had a year of membership from it, so the refund for that year is reduced by the value of the gift (£12.99).
- A refunded yearly membership is cancelled, so it does not renew.
Your saves, statistics and hiscore entries are never touched by a refund. The game itself stays free, exactly as before.
Chargebacks
If you have a problem with a payment, please contact us before raising a dispute with your bank. It is almost always quicker. A chargeback is treated the same as a refund: the membership and badge from that payment are withdrawn.
Free memberships
Memberships we have given away, such as founder memberships and redeemed gift codes, cost you nothing, so there is nothing to refund.
Contact
Quidsmith is run by Mulian Ltd, registered in Scotland (company number SC903533), 5 South Charlotte Street, Edinburgh, EH2 4AN. For anything about a payment or a refund, email hello@quidsmith.com. See also our terms and privacy policy.