Rebate Reimbursement

Reference the below thread which was prematurely closed without a satisfactory response.

Moderator - With respect, had I wished for this to be forwarded as feedback then I would have personally placed this in the feedback section.

I require a factual answer from someone (like Seren) who is authorised to state how the customers will be reimbursed for a service which they have purchased, but not received.

This is the first step we as customers are required to take before involving our credit card issuers who would recover it from Bigpoint by the way of a, 'chargeback'.

Thank you.

 

The General Question section is where the Forum moderators and super moderators will be assisting you with general game questions. I have placed a few general rules in the start of this section where it states "Please post general game questions only, no technical matters; Forum moderators and super moderators will be attending you" If you required an answer from myself or similar position then this should have been placed in the appropriate section of the forum, ie, the technical section or this should have been sent in a ticket to our Customer Care Team.

The moderator in this case acted as required, and forwarded your comments, and closed the thread.

With that being stated, compensation will if agreed upon be issued to all players and not individual ones. Any issues which are due to our server faults are experienced by all players on that particular server, which is why any compensation that is offered from our side is offered to all players.

I have to also point out that on the 17th December, we did post an announcement stating "we will temporarily disable the Event Items section of the Market Cove so that they will not be available during the Happy Hours and Mega Happy Hours. Instead, on Sundays from 19:00 (LST) for 24 hours we will put some of the Event Items in the Black Market so that they will still be available to you to get hold of. This will be the case until we have fixed the exploit." Any player having purchased this item since this date would not be eligible to request a return of any funds or compensation as they were informed and aware of the changes.

I also have to stress that as taken from our T&C Bigpoint would not be legally required to offer compensation regarding this matter, as it does show in the point pasted below for your convenience.

5.2 Bigpoint reserves the right to change or amend these Terms & Conditions with regard to future arrangements at any given time, provided this is deemed necessary and if the User is not put at a disadvantage in a breach of good faith.

All Games are updated regularly. Bigpoint therefore reserves the right to offer new Premium Features at any time. In the course of adapting and developing the Games, Bigpoint also reserves the right to discontinue individual Premium Features and/or to offer them in the basic version. All Users are excluded from reimbursement of fees paid.In the event of a permanent discontinuation of a Bigpoint Game, section 1.2.15 shall apply.

However I am not personally in the position to offer compensation, I can forward this to the appropriate person(s). Which is what the moderator previously had put in motion. As there will be no response to this query until the beginning of next week, this will again be left with the statement, "I will forward your feedback".

 

Thank you for your incomprehensive reply which as you say will be forwarded for a definitive answer.

Please also remind them that no matter what terms and conditions are stated in any of your smallprint T&C's if they are unclear, unfair or unreasonable then they are legally void and therefore they would not be worth the website that they are printed on.

I would expect as any reasonable minded person would expect, that a full refund would be due for all customers where goods or services paid for in good faith..... where no benefit whatsoever has been received, so i understand would the law. 'The Unfair Terms in Consumer Contracts Regulations 1999' relevant legal chapters are enclosed below for the convenience and scrutiny of your legal department.

We will await a response however from the powers that be.

 

Thank you for you feedback this will be forwarded. As there is nothing further to add this thread will be closed pending updates.

~Closed~