1.      Introduction

This Refund & Cancellation Policy (“Policy”) outlines the rights of customers and the obligations of Wwolf Games FZE, a legal entity registered under the Dubai World Trade Centre Free Zone (DWTC), hereinafter referred to as “Wwolf Club”, regarding cancellations, refunds, and service defects. This Policy is designed to comply with the UAE Consumer Protection Law, including Federal Law No. 15 of 2020, its Executive Regulations and Amendments, ensuring transparency, fairness, and legal conformity.

2.      Scope

This Policy applies to paid services offered by Wwolf Club, as defined in the applicable Terms & Conditions, except where a separate written agreement specifies different cancellation or refund terms. In such cases, the terms of the separate agreement shall prevail.

3.      General Principles

These statutory principles are grounded in the UAE Consumer Protection Law and apply to all paid services provided by Wwolf Club:

• Defective services constitute a statutory obligation for correction, replacement, or refund at no additional cost to the customer.

• Cancellation mechanisms are straightforward, clear, and accessible, ensuring customers can terminate services without obstruction.

• Change‑of‑mind cancellations do not create an automatic right to refund unless this option is clearly disclosed.

• Subscription renewals are subject to full transparency, including renewal intervals, billing dates, and clear cancellation procedures.

• Voluntary refund conditions may be offered at Wwolf Club’s discretion, provided they are reasonable, clearly communicated, and disclosed in advance.

Wwolf Club applies these statutory principles across all paid services covered by this Policy.

4.      Customer Remedies

Wwolf Club is committed to delivering services of high professional quality. This commitment requires a precise and consistent framework for determining when a service falls short of its intended standard.

A service is considered defective when it is not delivered as described, contains material errors or omissions, is provided without reasonable professional care, or is disrupted due to a technical or operational failure attributable to Wwolf Club.

If a service is defective, customers are entitled to one of the following remedies at no additional cost:

• Correction of the defect

• Replacement with an equivalent service

• Refund of the paid amount

Wwolf Club may review attendance logs, system records, service‑delivery documentation, or request evidence of the defect. An internal assessment may be conducted to confirm the defect. This process ensures accuracy, fairness, and protection for both the customer and Wwolf Club.

5.      Voluntary Cancellation Terms

Wwolf Club offers the following voluntary cancellation terms to ensure clarity and a positive customer experience. These terms provide a consistent framework for managing change‑of‑mind cancellations across all services, ensuring fairness while maintaining the operational integrity of the Wwolf Club’s programmes and activities.

5.1 Attendance Definition

A booking or membership service is considered “used” if:

• the customer attends any portion of the session

• the customer accesses event, course, workshop, or game‑session materials

• the customer participates in pre‑session briefings or digital content

5.2 Game Sessions

These terms apply to cancellations of all facilitated live game sessions and other strategic, narrative‑based experiences booked at Wwolf Club:

• 24+ hours before the session: 100% refund

• Less than 24 hours before the session: No refund

• Late arrivals or no‑shows: No refund

5.3 Events, Courses & Workshops

These terms apply to cancellations of all scheduled activities:

• 7+ days before the scheduled date: 100% refund

• 3-6 days before the scheduled date: 50% refund

• Within 48 hours: No refund

In exceptional circumstances, Wwolf Club may offer a credit transfer at its discretion.

5.4 Memberships

Monthly Memberships:

• Cancellable at any time; effective next billing cycle

• No refunds for partially used months.

Annual Memberships:

• Cancellable at any time.

• A refund is provided if cancellation is made within 7 days of purchase and no services have been used.

• After 7 days, cancellations apply to future billing cycles only.

5.5 Technical Cancellations

If Wwolf Club cancels a game session or scheduled event due to operational, technical, or venue‑related reasons, customers receive either:

• a full refund, or

• a free transfer to another available date.

6.     Non‑Refundable Items

The following service components are non‑refundable unless defective or not as described. These categories reflect elements of the service that are immediately accessible, customised, or operationally committed at the time of purchase.

• Customised or personalised content – bespoke content created specifically for the customer and not reusable for other sessions

• Digital downloads – instantly accessible content that cannot be returned once delivered

7.      Cancellation & Refund Requests

Customers may submit cancellation and refund requests through the Contacts listed in this Policy.

To ensure accurate processing, each request must include the customer’s full name, membership or booking reference, the reason for cancellation or refund, and any relevant supporting documentation.

Wwolf Club may maintain internal records of such requests for audit, compliance, and service-improvement purposes, in accordance with applicable regulations.

8.      Refund Processing

Wwolf Club processes refunds with clarity and consistency, ensuring that payments are returned through secure and appropriate channels.

• Refunds are issued to the original payment method whenever technically feasible. If this is not possible, the refund is processed through an alternative method, such as bank transfer.

• Refunds are processed within 14 business days.

• Additional processing time may be required by the customer’s bank or payment provider. These timelines vary by institution and fall outside Wwolf Club’s control.

9.      Dispute Resolution 

Customers may escalate unresolved concerns under UAE consumer protection law to the relevant authorities once internal resolution attempts have been exhausted. Wwolf Club will cooperate fully with any regulatory investigation.

If a customer initiates a chargeback without first submitting a refund or cancellation request through the Contacts listed in this Policy, Wwolf Club reserves the right to provide evidence of service delivery to the payment processor and to temporarily suspend the member’s access until the dispute is resolved.

10. Satisfaction Guarantee

Wwolf Club is committed to delivering exceptional experiences. In situations where a customer is dissatisfied with a standard game session for reasons outside the scope of defective services, Wwolf Club may, at its discretion, offer a goodwill remedy such as a complimentary session, a service credit, or a refund.

Eligibility for goodwill remedies is assessed on a case‑by‑case basis and requires submission within 24 hours of the session’s completion, a written explanation of the dissatisfaction, and no prior misuse of cancellation or refund provisions.

This guarantee is voluntary and does not override statutory rights or the non‑refundable items listed in this Policy.

11. Force Majeure

Wwolf Club is not liable for cancellations or disruptions caused by events outside its reasonable control. In such circumstances, rescheduling or credit options may be offered, in line with the Force Majeure provisions set out in the Terms & Conditions.

12. Amendments

This Policy may be updated from time to time. Significant changes will be communicated through the website or official communication channels.

Updated versions become effective upon publication unless otherwise stated.

13. Contact Information

For communications related to this Policy, please contact us at support@wwolf.club or via the contact form available at https://wwolf.club/contact.

Version 1.0 - Effective Date: 16/10/2026