Daryo89 - Refund and Returns Policy

Refund and Returns Policy for Daryo89 Ltd published on 22 August 2025

Introduction: Our Commitment to Fair and Transparent Service

Company Declaration and Legal Framework

This Refund and Returns Policy applies to all consumer contracts for the provision of goods and services entered into with Daryo89 Ltd, a company registered in the United Kingdom with registration number 14758584 and registered business address at 171 Gladiator Road, Camborune, CB23 6JZ, UK.

This policy is designed to be fully compliant with the primary legal frameworks governing consumer rights in the UK and Europe. It upholds the statutory rights afforded to consumers under the Consumer Rights Act 2015 (CRA 2015) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs). The CRA 2015 consolidates key consumer rights for goods, services, and digital content, while the CCRs implement the EU Consumer Rights Directive, establishing rules on pre-contractual information and cancellation rights for distance and off-premises contracts. This document serves as a core component of the pre-contractual information that Daryo89 Ltd is legally obligated to provide, ensuring that customers can make informed purchasing decisions with confidence.

Policy Scope and Structure

Daryo89 Ltd offers a diverse range of products and services, and consumer rights vary depending on the nature of the purchase. To ensure clarity, this policy is structured into distinct sections that address the specific rules applicable to each of our business areas: Customized & Personalized Goods, Professional Services, Digital Content, and Esport Events. This structure is intended to guide customers directly to the information relevant to their purchase, in line with the legal requirement for information to be clear, comprehensible, and accessible.

Definitions

To ensure a clear and unambiguous understanding of this policy, the following key terms are defined as they are in UK consumer law:

Consumer: An individual acting for purposes that are wholly or mainly outside that individual’s trade, business, craft, or profession.
Trader: Daryo89 Ltd, acting for purposes relating to our trade, business, craft, or profession.
Distance Contract: A contract concluded between a Trader and a Consumer under an organised distance sales scheme without the simultaneous physical presence of the Trader and the Consumer, with the exclusive use of one or more means of distance communication (e.g., website, email, telephone) up to and including the time at which the contract is concluded. All online sales made by Daryo89 Ltd are considered Distance Contracts.
Durable Medium: Paper or email, or any other medium that allows information to be addressed personally to the recipient, enables the recipient to store the information in a way that is accessible for future reference for an adequate period, and allows for the unchanged reproduction of the information stored.

Part 1: Your Key Rights at a Glance

To provide a clear and immediate overview of your primary rights, the table below summarises the key distinctions between the right to cancel a contract if you change your mind (the “cooling-off period”) and your rights if a product or service is faulty or substandard. This distinction is fundamental to UK consumer law.

Product/Service Type	Right to Cancel if You Change Your Mind (14-Day Cooling-Off Period)	Rights if Faulty, Misdescribed, or Substandard
Customized/Personalized Clothing (e.g., Working Uniforms)	No – These goods are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013 as they are made to your specifications.	Yes – You have full statutory rights under the Consumer Rights Act 2015, including the right to reject, repair, or replacement if the goods are faulty.
IT Support / IT Consultation (Service)	Yes – You have 14 days to cancel from the day after the contract is agreed. However, you will be charged for any service provided if you requested it to start within this period.	Yes – You have full statutory rights under the Consumer Rights Act 2015, including the right to repeat performance or a price reduction if the service is not provided with reasonable care and skill.
Web Development (Service/Digital Content)	Yes – You have 14 days to cancel. This right is lost if the service is fully completed at your request within the 14 days, or once you begin to download/stream any associated digital content (with your prior consent).	Yes – You have full statutory rights under the Consumer Rights Act 2015 for both the service and any digital content supplied.
Esport Event Tickets (Physical/Remote)	No – Tickets for events scheduled for a specific date are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013.	Yes – You have the right to a refund of the ticket’s face value if the event is cancelled, rescheduled to a date you cannot attend, or significantly altered by us.

Part 2: Policy for Customized & Personalized Goods

This section applies to all goods that are made to a consumer’s specification or are clearly personalized, such as customized working uniforms and personalized clothing.

Section 2.1: Cancellation Rights for Bespoke Items (The “Cooling-Off Period”)

Under the Consumer Contracts Regulations 2013, consumers typically have a 14-day “cooling-off period” to cancel a distance contract for any reason. However, this right does not apply to all purchases.

The Legal Exemption: The right to cancel is legally excluded for the “supply of goods that are made to the consumer’s specifications or are clearly personalised”. This exemption is necessary because such items are created uniquely for an individual customer and, once the contract is cancelled, have no or negligible resale market value for the trader.
Our Policy: In accordance with this legal exemption, Daryo89 Ltd does not offer a right to cancel or a refund for customized or personalized goods if a customer changes their mind after placing an order. By proceeding with the purchase of a bespoke item, the consumer acknowledges and agrees to the waiver of this 14-day cancellation right. This information is provided as a mandatory part of the pre-contractual information to ensure full transparency before the order is finalized.

Section 2.2: Your Statutory Rights if Goods are Faulty

The exemption from the cooling-off period does not impact a consumer’s statutory rights under the Consumer Rights Act 2015 if the goods supplied are faulty, misdescribed, or not fit for purpose. All goods supplied by Daryo89 Ltd, including personalized items, must meet the following statutory standards:

Of Satisfactory Quality: Goods must not be faulty or damaged and must meet the standard a reasonable person would consider satisfactory. This includes aspects like appearance, finish, durability, safety, and freedom from minor defects.
Fit for a Particular Purpose: If a consumer makes the trader aware of a specific purpose for which the goods are required, the goods must be fit for that particular purpose, even if it is not a purpose for which such goods are usually supplied.
As Described: The goods supplied must match any description, sample, or model provided to the consumer during the sales process.

If these standards are not met, the consumer is entitled to a series of legal remedies, which are available in a tiered structure:

The Short-Term Right to Reject (0-30 Days): For a period of 30 days from the date of delivery, the consumer has the right to reject the faulty goods and receive a full refund. This right must be exercised within this 30-day window.
Right to Repair or Replacement (After 30 Days): If the 30-day period has passed, or if the consumer chooses not to reject the goods, they must first give Daryo89 Ltd one opportunity to either repair or replace the faulty item. This will be done at our expense, within a reasonable time, and without causing significant inconvenience to the consumer.
Right to a Price Reduction or Final Right to Reject: If a repair or replacement is unsuccessful, impossible, or not carried out within a reasonable time, the consumer then has the right to either keep the goods and claim a price reduction, or to exercise a final right to reject the goods for a refund. If the final right to reject is exercised more than six months after delivery, this refund may be subject to a deduction to account for any use the consumer has had of the goods.

A critical legal principle, the “burden of proof,” governs how faults are treated. For the first six months following delivery, any fault is legally presumed to have existed at the time of purchase. It is the responsibility of the trader (Daryo89 Ltd) to prove that the fault was not inherent (e.g., that it was caused by misuse). After six months, the burden of proof shifts to the consumer, who must demonstrate that the fault was present at the time of delivery. This legal detail directly informs our internal processes for assessing returned goods and ensures that claims are handled in strict accordance with the law.

Section 2.3: How to Return a Faulty Item

To initiate a return for a faulty personalized or customized item, the consumer should follow these steps:

Contact our Customer Service team via the contact details provided on our website. Please provide the order number, a description of the item, and a detailed explanation of the fault.
Our team will provide instructions for returning the item.
Proof of purchase is required for all returns. This can be a sales receipt, order confirmation email, or a bank statement showing the transaction.
If the item is confirmed to be faulty upon inspection, Daryo89 Ltd will refund any reasonable costs incurred by the consumer for return postage.

Part 3: Policy for Professional Services (IT Support, Web Development, IT Consultation)

This section applies to all service contracts, including IT Support, Web Development, and IT Consultation, where the contract is concluded at a distance.

Section 3.1: Cancellation Rights (The “Cooling-Off Period”)

For service contracts agreed online, by phone, or otherwise at a distance, consumers have a statutory right to cancel.

The 14-Day Rule: A consumer has the right to cancel a service contract for any reason within a 14-day “cooling-off period.” This period begins on the day after the contract is formally agreed.
Requesting an Early Start to the Service: The provision of services presents a more complex scenario than the sale of goods. It is crucial for consumers to understand the implications of requesting that a service begins before the 14-day cancellation period has expired.
- Daryo89 Ltd will not commence any service within the 14-day cooling-off period without the consumer’s express request to do so.
- If a consumer provides an express request for the service to begin and subsequently decides to cancel within the 14-day period, the consumer will be legally required to pay for the value of the service that has been provided up to the point of cancellation. This amount will be calculated on a pro-rata basis against the full contract price.
- If the service is fully performed within the 14-day period (following the consumer’s express request), the right to cancel is lost completely, and the full contract price will be payable.

Section 3.2: Our Service Quality Guarantee

Under the Consumer Rights Act 2015, Daryo89 Ltd guarantees that all professional services will adhere to the following statutory standards:

Reasonable Care and Skill: The service will be carried out with the level of care and skill that is considered reasonable within the professional IT and web development industry.
Information is Binding: Any information provided to the consumer about the service or the trader, whether spoken or in writing, becomes a legally binding part of the contract if the consumer takes it into account when deciding to enter into the contract or when making any decision about the service afterwards.
Reasonable Price and Time: If a price or completion time is not agreed in advance, the service must be completed for a reasonable price and within a reasonable time.

Section 3.3: Remedies for Substandard Services

If a service provided by Daryo89 Ltd fails to meet the statutory standards outlined above, the consumer is entitled to specific legal remedies. It is important to note that the remedies for services differ from those for goods and follow a specific legal sequence. Consumers are often accustomed to requesting a refund as the primary solution, but the law for services prioritises giving the trader an opportunity to rectify the issue first.

The legal framework for service remedies is hierarchical:

Right to Repeat Performance: The consumer’s primary and initial right is to request that the service, or the specific element of the service that is substandard, be performed again to conform with the contract. Daryo89 Ltd must carry out this repeat performance at our own cost, within a reasonable time, and without causing significant inconvenience to the consumer. For example, if a feature on a newly developed website does not function as agreed, the consumer’s first right is to have our developers fix that feature at no extra charge.
Right to a Price Reduction: A consumer is only entitled to a price reduction in specific circumstances: if repeat performance is impossible, or if Daryo89 Ltd fails to perform it again within a reasonable time or without causing significant inconvenience. The reduction in price must be an appropriate amount and can, in circumstances where the consumer has received no benefit from the service, be up to 100% of the contract price.

This structured approach is mandated by law and is designed to be a fair and practical solution for both parties. Clearly communicating this process is essential for managing customer expectations and preventing disputes that might arise from a misunderstanding of the legal remedies available.

Part 4: Policy for Digital Content

This section applies to any digital content supplied by Daryo89 Ltd, such as software, website templates, or other digital files, whether sold as a standalone product or as a deliverable of a web development service.

Section 4.1: Cancellation Rights and Access

The rules for cancelling contracts for digital content are specific and designed to account for the nature of the product.

The Digital Content Exemption: While the 14-day cooling-off period applies in principle to digital content, this right is lost as soon as the consumer begins the process of downloading or streaming the content.
Conditions for Waiving the Right: This loss of the cancellation right is subject to strict legal conditions. The right is only waived if Daryo89 Ltd has:
1. Explicitly informed the consumer before purchase that they will lose their 14-day cancellation right if they begin the download or stream.
2. Obtained the consumer’s express consent and acknowledgement of this fact before the download or stream commences.
Operationally, this will be managed through a mechanism such as a mandatory checkbox that the consumer must tick during the checkout or download process, confirming their understanding and agreement.

Section 4.2: Your Statutory Rights for Defective Digital Content

If digital content is defective, the consumer’s statutory rights under the Consumer Rights Act 2015 are fully protected.

Statutory Quality Standards: All digital content must be of satisfactory quality, fit for any particular purpose made known by the consumer, and as described by the trader.
Remedies for Defective Content: The remedies for faulty digital content are similar to those for physical goods. The consumer is entitled, in the first instance, to a repair or a replacement of the defective content. If a repair or replacement is not possible or is not provided within a reasonable time, the consumer then has the right to a price reduction, which can be up to 100% of the price paid.
Liability for Damage to Devices or Other Content: The Consumer Rights Act 2015 includes a unique and important protection for consumers of digital content. If digital content supplied by Daryo89 Ltd causes damage to a consumer’s device (e.g., computer, smartphone) or to their other digital content (e.g., corrupts other files), and this damage is of a kind that would not have occurred if we had exercised reasonable care and skill, Daryo89 Ltd is liable. In such an event, we are obligated to either repair the damage or provide the consumer with financial compensation for the damage caused.

Part 5: Policy for Esport Events and Related Services

This part covers two distinct areas: the sale of tickets for participation in or attendance at events, and the provision of professional services for creating and managing events.

Section 5.1: Sale of Event Tickets (Remote and Physical)

This section applies to the sale of tickets for all esport events, both remote (online) and physical, organised by Daryo89 Ltd.

5.1.1: Ticket Purchases and Cancellation by the Consumer

Consumer rights regarding event tickets are subject to a specific legal exemption from the standard cooling-off period.

The Legal Exemption: The Consumer Contracts Regulations 2013 explicitly state that the 14-day right to cancel does not apply to contracts for “services related to leisure activities, if the contract provides for a specific date or period of performance”. Event tickets fall directly into this category.
Our Policy: In line with this exemption, Daryo89 Ltd does not offer refunds for event tickets if a consumer changes their mind, can no longer attend, or makes an error during booking. All ticket sales are considered final from the point of purchase.

5.1.2: Event Alteration, Postponement, or Cancellation by Us

While consumers do not have a right to cancel, their rights are protected if the event does not proceed as advertised due to actions taken by Daryo89 Ltd.

Consumer Entitlement: If Daryo89 Ltd cancels an event, reschedules it to a new date that the consumer cannot attend, or makes a significant alteration to the event (e.g., changing the headline game or format), the consumer is legally entitled to a full refund.
Scope of the Refund: The refund provided will be for the face value of the ticket—that is, the price printed on the ticket for the event itself. In line with standard industry practice and consumer law guidance, this refund does not typically extend to cover ancillary costs such as booking fees, transaction fees, travel, or accommodation expenses that the consumer may have incurred separately.
Procedure for Rescheduled Events: If an event is postponed and rescheduled, the original ticket will remain valid for the new date. Consumers who are unable to attend the rescheduled date must notify us within a specified timeframe to claim a refund of the ticket’s face value.

Section 5.2: Event Management, Creation, and Consultation Services

This section applies to contracts for the provision of professional services related to the creation, management, planning, and consultation for esport events and tournament formats. These are governed by the rules for service contracts under UK consumer law.

5.2.1: Cancellation Rights for Event Services (The “Cooling-Off Period”)

For contracts related to event management and consultation services agreed at a distance, consumers have a statutory right to cancel.

The 14-Day Rule: A consumer has the right to cancel a service contract for any reason within a 14-day “cooling-off period.” This period begins on the day after the contract is formally agreed.
Requesting an Early Start to the Service: If a consumer provides an express request for the service (e.g., event planning work) to begin within the 14-day period and subsequently decides to cancel, the consumer will be legally required to pay for the value of the service that has been provided up to the point of cancellation.
Loss of Cancellation Right: If the service is fully performed within the 14-day period (following the consumer’s express request), the right to cancel is lost completely, and the full contract price will be payable.

5.2.2: Our Service Quality Guarantee

Under the Consumer Rights Act 2015, Daryo89 Ltd guarantees that all event management and consultation services will adhere to the following statutory standards:

Reasonable Care and Skill: The service will be carried out with the level of care and skill that is considered reasonable within the professional event management industry.
Information is Binding: Any information provided to the consumer about the service, whether spoken or in writing, becomes a legally binding part of the contract if the consumer relies on it.
Reasonable Price and Time: If a price or completion time is not agreed in advance, the service must be completed for a reasonable price and within a reasonable time.

5.2.3: Remedies for Substandard Event Services

If our event management or consultation services fail to meet the statutory standards, the consumer is entitled to the following legal remedies in a specific order:

Right to Repeat Performance: The consumer’s primary right is to request that the service, or the substandard element of it, be performed again. We must carry out this repeat performance at our own cost, within a reasonable time, and without causing significant inconvenience to the consumer.
Right to a Price Reduction: If repeat performance is impossible, or if we fail to perform it again within a reasonable time, the consumer is then entitled to a price reduction. This reduction must be an appropriate amount and can be up to 100% of the contract price.

Part 6: General Terms and Procedures

This section outlines the general procedures applicable across all goods and services for initiating cancellations, processing refunds, and resolving disputes.

Section 6.1: How to Request a Cancellation or Return

To exercise any right to cancel or to initiate a return for a faulty item, consumers must make a clear statement to Daryo89 Ltd.

Contact Method: All requests should be directed to our Customer Service department using the contact email address or online form provided on our official website.
Cancellation Form: As required by the Consumer Contracts Regulations 2013, we will provide a model cancellation form upon request. However, consumers are not obliged to use this form and may notify us of their decision to cancel in any clear written format, such as an email.

Section 6.2: Refund Processing

Daryo89 Ltd is committed to processing all legitimate refunds in a timely and compliant manner.

Timeline: All refunds will be processed “without undue delay” and, in any event, within 14 days from the day we either receive the returned goods back, or from the day we agree that a refund is due for a service, digital content, or cancelled event.
Method of Payment: Refunds will be issued using the same means of payment that the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise.
No Fees: Daryo89 Ltd will not impose any fee on the consumer in respect of processing the refund.

Section 6.3: Dispute Resolution

We aim to resolve any issues directly with our customers in a fair and efficient manner.

Internal Complaints Procedure: In the event of a dispute, customers are encouraged to first contact our Customer Service department to allow us the opportunity to resolve the matter internally.
Alternative Dispute Resolution (ADR): If a complaint cannot be resolved to the consumer’s satisfaction through our internal procedure, Daryo89 Ltd is legally required to provide the consumer with the name and website address of a certified ADR provider. ADR offers a way to resolve disputes without the need for court proceedings.

Section 6.4: This Policy Does Not Affect Your Statutory Rights

This Refund and Returns Policy is intended to clearly and transparently set out the rights and obligations of both the consumer and Daryo89 Ltd. Nothing in this policy shall be construed as to limit or exclude a consumer’s statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable legislation. Where there is any conflict between this policy and a consumer’s statutory rights, the statutory rights will prevail.

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