Refund policy

Last updated: 14 November 2026. This is a translation; in case of discrepancy the Italian version prevails.

Right of withdrawal

Each game is made to measure based on the customer's information. For this reason, under the rules on personalised goods and digital content (art. 59 of the Italian Consumer Code, implementing Directive 2011/83/EU), the 14-day right of withdrawal does not apply once production has started.

Free cancellation

You can cancel your order and receive a full refund until you have sent us the form with your story. Write to info@ourgamestory.com with your order number.

"We redo it" guarantee

If the first version of the game does not satisfy you, we rewrite it. If the second version still does not satisfy you, we refund 50% of the package price.

Technical problems

If the game does not work properly on your device we fix it free of charge. If we cannot fix it, we refund the full amount.

Delays

If we miss the promised delivery time through our fault, we refund the express extra if purchased or, on request, the whole order.

How you get your refund

To the same payment method used for the order, within 14 days of the request being accepted.