Survive No10 · customer information

Refunds & purchase help

If something has gone wrong, email info@ilovelondon.com with your PayPal order reference and a description of the problem.

Payment taken but no access?

Please do not pay again. Check your PayPal email, including spam, for your private access link. You can also request your link again. If neither works, contact us so we can check the payment and supply access or arrange the appropriate remedy.

Changing your mind

Because access is supplied immediately after payment, checkout asks you to expressly request immediate supply and acknowledge that your 14-day cancellation right ends when digital access begins. We confirm this acknowledgement in your receipt. If immediate supply has not begun, contact us about any cancellation rights that apply.

Faulty, missing or misdescribed content

Your statutory rights remain unaffected. If the game is faulty, not as described or not supplied as required by law, contact us. Depending on the circumstances, you may be entitled to repair or replacement, a price reduction or a refund. We do not apply a blanket “no refunds” rule.

Refund processing

Approved refunds are returned through the original PayPal payment. Processing time depends on PayPal and your payment provider. Access is removed when a payment is refunded or reversed. Contact us about accidental duplicate purchases so we can investigate them.

For seller details and the postal contact address, see our seller information.