Refund Policy – Computer Club

Welcome to CTRL Lounge. We appreciate your choice to engage with our gaming, co-working, and tech-enabled services. At our Computer Club, we pride ourselves on delivering a professional, accessible, and immersive experience for gamers, developers, students, and digital enthusiasts alike. However, we understand that unexpected changes in plans can occur, and that’s why we’ve created a comprehensive refund policy to provide clarity, transparency, and fairness for all transactions.

By using our services or facilities, you agree to comply with the terms and timelines outlined in this refund policy. Please read this document carefully prior to making bookings, purchasing memberships, or engaging in prepaid activities.

1. General Principles of Refunds

Refunds are issued in accordance with the rules set out in this policy. All refund requests must be submitted within the designated eligibility windows. If approved, refunds are processed back to the original payment method. When this is not feasible, store credit may be offered. Refund requests will generally be addressed within 3 to 5 business days, with approved funds returning within 5 to 10 business days depending on the payment provider.

We reserve the right to refuse a refund if we determine that the request does not comply with the terms outlined here.

2. Hourly and Daily Passes

2.1 Single-Use Computer Time (Hourly/Daily)

• A full refund is available if the request is submitted within 3 days of purchase and before the session begins.
• Once the pass is activated or usage begins, no refund is available.
• Unused passes that have expired beyond 14 days from the purchase date are also non-refundable.

3. Session Bookings and Reserved Stations

3.1 Individual Bookings

• A full refund will be granted if cancellation is requested at least 4 days before the session.
• A 50% refund is granted for cancellations made between 48–72 hours before the session.
• Cancellations made less than 48 hours prior to a reservation are non-refundable due to system allocations and preparation.

3.2 Group Reservations and LAN Events

• A full refund will be provided for cancellations made at least 7 days prior to the scheduled start.
• Cancellations between 4 and 6 days prior are eligible for a 50% refund.
• No refunds will be issued for cancellations made within 72 hours of the event.

4. Memberships and Subscriptions

• A full refund is allowed within 5 days of membership activation if no benefits or time have been used.
• If partial use has occurred, a pro-rated refund may be issued within 10 days, based on time used.
• Refund requests made after 10 days from purchase or when the account has had extensive usage are not eligible for any refund.

5. Technical or Operational Failures

In the event that a technical failure, such as:

• Hardware malfunction,
• Network failure,
• Power outage, or
• Booking system error

prevents you from receiving the services you've paid for, we offer the following solutions:

• Reschedule your session at no additional cost,
• Issue a full or partial refund, or
• Provide store credit valid for future use.

All such requests must be reported within 24 hours of the incident.

6. Digital Goods and Software Access

Some computer club services include access to licensed software, online platforms, or cloud-based tools. These digital services are:

• Non-refundable once access has been granted, credentials issued, or licenses activated.
• Carefully review your order and compatibility before confirming any purchase involving digital or licensed software.

7. No-Show and Late Arrival Policy

• If a customer does not attend a scheduled booking and fails to cancel in advance: The session will be marked as a no-show, and the reservation is non-refundable.
• If you are more than 20 minutes late for your scheduled booking without notice, your session may be forfeited and will not be eligible for a refund.

8. Gift Cards, Vouchers, and Promotions

• Gift cards and promotional vouchers are non-refundable once purchased.
• These may be transferred to another user upon request.
• Discounted services or limited-time offers are not eligible for refund unless the event is canceled by the club or a technical issue arises.

9. Food, Drinks, and Merchandise

All food, beverage, and retail sales conducted within our premises are final and non-refundable, unless:

• The item is defective,
• Delivered in error, or
• Not consumable due to a quality issue reported immediately upon receipt.

10. Fraudulent or Unauthorized Transactions

• If you suspect a transaction was made without your authorization: Contact us within 5 days of the transaction.
• We will investigate the matter and, if confirmed, issue a refund.
• Delays in reporting fraudulent activity may result in denial of a refund.

11. How to Request a Refund

To initiate a refund request, please provide:

• A valid receipt or transaction ID,
• Date and time of purchase or reservation,
• A clear explanation of the reason for your request.

Submit this information via email, phone, or at our front desk. Our support team will respond within 3 business days. Approved refunds are processed promptly within 5–10 business days.

12. Exceptions and Force Majeure

We may offer refund exceptions beyond these rules in cases of:

• Medical emergencies (with valid documentation),
• Unexpected closures of the facility,
• Extreme weather, or
• Governmental orders that disrupt our operation.

Each request in such cases will be handled individually, with customer satisfaction as a priority.

13. Changes to this Policy

This policy is subject to updates. Any changes will take effect immediately and apply to future transactions. The version in effect at the time of purchase or booking will apply to that transaction.

Final Statement

At CTRL Lounge, we are committed to delivering a high-quality digital environment for gaming, creation, study, and collaboration. This refund policy is built to be fair to both customers and staff, allowing us to operate efficiently while offering flexibility to those who need it.

If you have any further questions about your eligibility for a refund or want help with a recent purchase, our support team is always ready to assist.

Thank you for being a valued part of our tech-powered community.