Refund Policy

Last updated: January 1, 2025

Stay & Play Review ("we", "us", or "our") is committed to providing high-quality independent reviews and content about hotels and resorts with on-site casinos in Great Britain. This Refund Policy outlines the terms under which we offer refunds for any products, services, or paid memberships, if applicable.

1. Scope of This Policy

This Refund Policy applies to any purchases or payments made through the Stay & Play Review website at https://getlystar.com/ (the "Website"). Currently, access to our content, including all reviews, guides, and blog articles, is provided free of charge. However, we may in the future introduce paid products, memberships, or premium content. This policy will govern refunds for any such future transactions.

2. Digital Products and Subscriptions

If we offer digital products, such as premium reports, e-books, or subscription-based access to exclusive content, you may be entitled to a refund under the following conditions:

• Digital products: Due to the nature of digital goods, once access is granted or the product is downloaded, we generally do not offer refunds unless the product is defective or not as described. If you experience technical issues or content errors, we will work with you to resolve the issue or provide a replacement.
• Subscriptions: If you purchase a subscription to premium content, you may cancel at any time. Refunds for subscription fees will be provided on a prorated basis for the unused portion of the subscription period within 14 days of your initial purchase, as required by applicable consumer protection laws.
• Free trials: If we offer free trials, you will not be charged during the trial period. If you do not cancel before the trial ends, you will be billed for the subscription and will be subject to this Refund Policy.

3. Physical Goods

If we ever offer physical merchandise, such as branded merchandise or printed materials, you will have the right to request a refund within 14 days of receiving the goods, provided they are returned in their original condition and packaging. The customer will be responsible for return shipping costs unless the item is defective or damaged upon arrival. Refunds for returned physical goods will be processed within 14 days of our receipt of the returned items.

4. Events and Experiences

If we organise or sell tickets to events, webinars, or experiences, our refund policy is as follows:

• Cancellations made up to 7 days before the event date will receive a full refund.
• Cancellations made between 3 and 7 days before the event will receive a 50% refund.
• Cancellations less than 3 days before the event are non-refundable.
• If we cancel an event, you will receive a full refund of your ticket price.

5. Third-Party Bookings

Our Website provides reviews and informational content about hotels and resorts, but we do not process hotel bookings or casino transactions. Any payments you make to third-party hotels, casinos, or booking platforms are subject to those third parties' own refund and cancellation policies. We are not responsible for refunds on transactions that occur on external websites. We strongly recommend reviewing the terms and refund policies of any hotel or casino before making a reservation.

6. How to Request a Refund

To request a refund, please contact our customer support team via email at support@getlystar.com or by phone at +44 2970 492750. When submitting your refund request, please include:

• Your full name and contact details.
• Order number or transaction ID, if applicable.
• Date and description of the purchase.
• Reason for the refund request.

7. Processing Times

Once we receive your refund request, we will review it and notify you of our decision within 5 business days. If your refund is approved, we will process it and apply the refund to your original payment method within 10 business days. If you are approved for a refund and paid by credit or debit card, the time it takes for the refund to appear on your statement may vary depending on your card issuer's policies.

8. Non-Refundable Items

The following are generally non-refundable:

• Downloadable digital content that has already been accessed or downloaded.
• Any product or service that has been fully used, consumed, or delivered.
• Gift cards or promotional credits.
• Any transaction older than 30 days, unless mandated by law.

9. Statutory Rights

This Refund Policy does not affect your statutory rights under UK consumer protection laws, including the Consumer Contracts Regulations 2013, which provide you with a right to cancel certain contracts within 14 days without giving any reason and without incurring any liability. If you believe your statutory rights have been breached, contact us, and we will work to remedy the issue promptly.

10. Changes to This Policy

We reserve the right to modify, update, or alter this Refund Policy at any time. All changes will be posted on this page, and the "Last updated" date at the top of this page will be revised accordingly. Your continued use of the Website after changes are made constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed.

11. Contact Us

If you have any questions, concerns, or complaints regarding this Refund Policy or a specific purchase, please do not hesitate to contact us:

• Email: support@getlystar.com
• Phone: +44 2970 492750
• Postal address: 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom