Refund & Cancellation Policy

1. Purpose and Scope

This Refund & Cancellation Policy explains cancellation, refund and payment-dispute rules for Binaryll Token Purchases and other digital services. This Policy applies to purchased Tokens, bonus Tokens, Token-powered Lifelines and any future paid digital features offered by Binaryll. Binaryll provides digital services only. We do not sell or ship physical products; therefore, physical returns, exchanges and shipping-return processes do not apply.

Please read this Policy alongside our Terms & Conditions and Token & Credit Terms. This Policy is intended to operate in accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Nature of Tokens and Digital Services

Tokens are digital items that can only be used within Binaryll. Tokens may be used for available Lifelines, including hints, 50/50 options, answer removal, extra life, skip question and extra time. Tokens are not cash, cryptocurrency, e-money, a financial product, prize or real-world reward. They cannot be withdrawn, transferred, sold or redeemed for cash or real-world value, except where required by applicable law.

Before making a Purchase, you should review the Token pack, price, Token quantity and any bonus Token offer shown at checkout.

3. Digital Delivery and Cancellation Rights

Tokens are supplied digitally to your Binaryll Account after payment has been successfully confirmed. Before checkout is completed, Binaryll will explain when digital delivery will begin. Where Tokens are delivered immediately, the checkout process will obtain the required User acknowledgement and explain any effect that immediate digital supply may have on cancellation rights.

Binaryll will not remove or restrict consumer rights that cannot lawfully be excluded. If Tokens are not delivered to your Account, please contact us promptly through the Support Email.

4. Eligible Refund Situations

Binaryll may review a refund, Token restoration or another appropriate solution where:

• A duplicate payment was made;
• You were overcharged because of a verified technical error;
• Payment was successful but Tokens were not added because of a Binaryll-side technical problem;
• A paid Lifeline could not be used because of a verified Platform issue;
• An unauthorised transaction is reported and verified after reasonable investigation;
• A digital service was not supplied as required and the issue cannot reasonably be resolved through re-delivery, Token restoration or correction; or
• You have a legal cancellation or remedy right under applicable law.

5. Situations That May Not Qualify for a Refund

A refund may not be available where:

• You change your mind after Tokens have been supplied, used or spent on Lifelines, subject to applicable legal rights;
• You are unhappy with Quiz difficulty, score, outcome or a Lifeline result;
• A Lifeline does not result in a correct answer, higher score or Quiz completion;
• The issue resulted from User error, incorrect Account information, lost Account access or unauthorised Account sharing;
• You have breached the Terms & Conditions or Acceptable Use Policy;
• A claim is fraudulent, abusive or unsupported by available Account, transaction or technical records; or
• A request is made more than 14 days after the date of purchase, unless a legal right applies.

This Policy does not mean that refunds are never available. Each request will be assessed fairly based on the relevant facts and applicable law.

6. Bonus Tokens and Promotional Offers

Bonus Tokens are promotional digital items added to an eligible Token Purchase. They have no separate cash value. If a Purchase is refunded, Binaryll may remove the related purchased Tokens and bonus Tokens from your Account, subject to applicable law.

If some Tokens have already been used, we will assess the refund request or Account adjustment fairly, taking account of the Tokens supplied, any bonus Tokens received and any Lifelines already used. Binaryll may change, pause or end a promotional offer where reasonably necessary. However, we will honour confirmed Purchases made before the relevant change takes effect.

7. How to Request a Refund or Report a Payment Issue

Refund requests must be made within 14 days of the date of purchase. Requests made after this period will only be considered where a legal right applies.

To request a refund or report a payment issue, contact Binaryll through the Support Email and provide:

• Your full name;
• Registered email address;
• Order or transaction reference;
• Date of Purchase;
• Token pack purchased;
• A clear explanation of the issue; and
• Screenshots or supporting details, where available.

Binaryll may request further information to verify and investigate your request.

8. Review and Outcome Process

Binaryll will review the available Account, payment and technical records when investigating a request.

Where an issue is verified, we may resolve it by:

• Delivering missing Tokens;
• Restoring spent Tokens;
• Re-enabling a failed Lifeline;
• Correcting a transaction record; or
• Issuing a refund where appropriate.

Once a refund is approved, refund processing typically occurs within 7–14 business days.

Approved refunds will normally be returned to the original payment method where possible. Payment providers and banks may take additional time to process and display a refund.

9. Chargebacks and Payment Disputes

If you believe a payment was made in error, please contact Binaryll first so we can investigate and attempt to resolve the issue. Binaryll may use relevant Account, transaction, delivery and technical records when investigating a payment dispute. Fraudulent or abusive chargebacks may result in Account restrictions, suspension or closure, subject to applicable law.

Nothing in this Policy prevents you from exercising your lawful right to raise a payment dispute with your payment provider.

10. Changes to This Policy

Binaryll may update this Policy when its Token system, payment processes, services or legal obligations change. The updated version will display a revised Last Updated Date. Where changes are material, we may provide notice through the website, Account area or email where appropriate.

11. Contact Us

If you have a question about a Token purchase, cancellation, refund or payment issue, please contact Binaryll before raising a dispute with your payment provider:

Binaryll Ltd
Website: binaryll.com
Support Email: support@binaryll.com
Info Email: info@binaryll.com
Registered Address: Themistokli Dervi, 6, Flat/Office D4, 1066 Nicosia, Cyprus