HOT CHOCOLATE Refund Policy

This policy applies to purchases made directly from HOT CHOCOLATE through our official website.

1. Digital Purchases

All sales are final once digital access is provided. HOT CHOCOLATE is a downloadable digital product sold as a one-time purchase. Because access is provided following a successful purchase, all sales are final once digital access has been provided, except where a refund, replacement, or other remedy is required by applicable law. No voluntary refund or playtime window is offered.

2. Failed Delivery

A failed delivery is not automatically a refund request. If payment succeeds but the game, download, or account entitlement is not delivered, contact us with enough information to locate the transaction. Houlem LLC will first try to correct the technical issue and provide the purchased product. If we cannot provide it and applicable law requires a remedy, we will provide the required remedy.

3. Duplicate Charges

If the same purchase is accidentally charged more than once, contact us. After confirming a duplicate transaction, Houlem LLC will address the duplicate charge. This does not create a general refund right for a correctly processed purchase.

4. Unauthorized Charges

If your payment method was used without authorization, contact Houlem LLC promptly and provide information needed to investigate. You should also contact your payment provider or financial institution if credentials were compromised.

5. Technical Requirements

You are responsible for ensuring your system meets the clearly disclosed requirements for HOT CHOCOLATE. Unsupported hardware, software, modifications, or network conditions outside our reasonable control do not automatically create a refund right, except where applicable law requires otherwise.

6. Account Enforcement

Suspension or termination for violating the Terms of Service does not automatically create a refund right. This does not limit mandatory consumer rights that cannot legally be waived.

7. EU and UK Consumers

Consumers with a statutory cancellation or withdrawal period retain those rights except where they validly agree to their termination as permitted by law. Before immediate digital delivery, we may ask you to request immediate access and acknowledge that delivery may end a cancellation right. Mandatory refund, repair, replacement, price reduction, cancellation, and other remedies are unaffected.

8. Refund Method

When applicable law requires or Houlem LLC otherwise approves a refund, it normally returns to the original payment method. Payment processors and financial institutions may require additional processing time.

9. Abuse

We may investigate suspected refund fraud, chargeback abuse, account manipulation, or repeated abuse. This does not restrict lawful disputes of unauthorized or improper charges.

10. Third-Party Purchases

This policy applies only to purchases made directly through Houlem LLC. Purchases through Steam, Epic, another marketplace, platform, or distributor may be governed by that platform's purchase and refund rules.

11. Contact

Include the purchase email and enough transaction information to locate the order. Do not send full payment-card numbers.