Refund Policy – SimLayer

At SimLayer, we are committed to providing our customers with the most immersive, innovative, and enjoyable virtual reality (VR) gaming experiences available. We value our players and take pride in delivering high-quality VR games and digital content. We understand that, on occasion, a purchase may not meet expectations or function as intended. This Refund Policy explains the terms under which we offer refunds for VR games and related content.

By purchasing and downloading any VR game or digital content from SimLayer, you agree to be bound by the conditions set forth in this policy. Please read it carefully to understand your rights, responsibilities, and the scope of our refund procedures.

1. General Policy Overview

We strive to provide detailed information about each VR title prior to purchase, including gameplay previews, system requirements, and compatibility specifications. Refunds are offered on a discretionary basis and only under specific conditions. As VR content is often digital and consumed instantly, our refund approach takes into account usage, performance, and platform-specific criteria.

2. Eligibility for Refund

Refunds may be requested within 14 days of the original purchase date, provided that the VR game or digital product has not been significantly played or downloaded beyond a reasonable limit. We define this limit as less than 2 hours of cumulative gameplay across all user accounts associated with the purchase.

In order to be eligible for a refund, the customer must:

• Provide a valid proof of purchase, such as a receipt, invoice number, or transaction ID.
• Ensure the request is made within the 14-day refund window.
• Not have exploited or completed the majority of the game's content.
• Refrain from initiating refund requests for the same title more than once.

3. Non-Refundable Items

Some VR content and services are considered non-refundable, including but not limited to:

• Downloadable content (DLC) once installed or activated.
• In-game currency and consumables.
• Bundles that include non-VR content.
• Games purchased at a significant discount during promotional events (unless the product is proven defective).
• Titles gifted to another user.
• Customized or personalized VR content.

Additionally, games that are part of a subscription-based access model may not qualify for individual refunds but may be addressed under separate subscription terms.

4. Technical Issues and Incompatibility

We understand that VR experiences can sometimes be hindered by technical issues such as system incompatibility, tracking failures, or performance bugs. In these cases, we encourage users to first consult our support team for assistance and troubleshooting.

If a technical issue prevents the game from functioning as advertised—despite meeting all published hardware and software requirements—and cannot be resolved within 7 business days, a full refund may be granted.

Please note: Incompatibility resulting from outdated hardware, unsupported VR headsets, or lack of required system components does not guarantee a refund unless the product listing was unclear or misleading.

5. Refund Procedure

To request a refund, users must submit a formal request through our designated support channel. The following steps must be completed:

• Submit the request within the 14-day period.
• Provide detailed information regarding the reason for the refund.
• Include proof of purchase and relevant account information.
• Indicate whether any technical support was attempted prior to the request.

Once a refund request is received, our team will evaluate it within 5 business days. If approved, the refund will be processed using the original method of payment. Refund processing times may vary by financial institution but typically take 7–10 business days to complete.

6. Abuse and Misuse

To ensure fairness, our refund system is monitored for abuse. Repeated refund requests, frequent claims of dissatisfaction without justification, or attempts to refund completed games may result in:

• Suspension of refund privileges.
• Rejection of future requests.
• Account review for policy violations.

Refunds are a courtesy extended to customers and not a guaranteed entitlement unless mandated by applicable laws.

7. Special Circumstances

Certain special circumstances may qualify for exceptions to our general refund terms, including:

• Accidental duplicate purchases.
• Unauthorized transactions (subject to investigation).
• Major game-breaking bugs unaddressed after official reports.
• Developer-acknowledged flaws or withdrawn titles.

These cases are evaluated individually and may require extended processing time depending on the nature of the claim.

8. Refunds for Pre-Orders

Pre-orders for unreleased VR titles can be canceled and refunded at any time prior to the official release. After the release date, standard refund conditions apply.

9. Amendments to Policy

We reserve the right to revise or update this Refund Policy at any time. Any changes will apply only to future transactions and will not affect claims made under previous terms.

10. Contact Information

If you have questions about this Refund Policy, need help initiating a refund, or wish to clarify your eligibility, our support team is available to assist you. Please contact SimLayer through the customer service platform provided at the time of purchase.

Thank you for choosing SimLayer for your VR gaming experiences. We are committed to maintaining the highest level of customer satisfaction and integrity in all our transactions.