Purchases, Cancellations & Refunds
Last updated 11th July 2026 | Link to live document
Please note: This policy does not affect your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. If you have any questions about your rights, you can seek independent advice from Citizens Advice or the Citizens Advice consumer helpline.
1. Annual Guild Membership
1.1 New Memberships
When you purchase a new Annual Guild Membership, your membership becomes active immediately upon payment. By completing your purchase, you acknowledge that the service commences at the point of transaction and you expressly consent to waive your 14-day statutory right to cancel under the Consumer Contracts Regulations 2013.
This means that once a new membership has been activated, we are unable to offer a refund except at our discretion in exceptional circumstances (see Section 3).
1.2 Membership Renewals
Membership renewals are only available within 30 days of your current membership’s expiry date. When you renew, your new membership period begins on the date your current membership expires – not on the date of purchase.
Because the renewed period has not yet commenced at the point of purchase, you retain your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013 for any renewal transaction where the new term has not yet begun.
This means:
- If you renew and your current membership has more than 14 days remaining, you may request a full refund of your renewal payment at any point before your new term begins.
- If you renew and your current membership has 14 days or fewer remaining, your new membership period will begin within the statutory cooling-off window. In this case, by completing your renewal, you expressly consent to waive your right to cancel once the new term has commenced.
Refund requests for unactivated renewals should be submitted to Dragon Gaming in writing via the contact form on the website. Approved refunds will be processed within 14 days.
2. Dragon Guild Marks (DGMs)
Dragon Guild Marks are digital session tokens purchased in packs of 1, 4, or 12. They are redeemable one per session at your local guild.
Dragon Guild Marks are classed as digital content. By completing your purchase, you acknowledge that your Dragon Guild Marks are delivered to your account immediately upon payment, that supply of the digital content therefore begins at the point of purchase, and you expressly consent to waive your 14-day statutory right to cancel under the Consumer Contracts Regulations 2013.
Once a Dragon Guild Mark has been redeemed, it is non-refundable. Unredeemed marks are not eligible for refund except at our discretion in exceptional circumstances (see Section 3).
3. Exceptional Circumstances
We recognise that life doesn’t always go to plan. Where a member experiences exceptional circumstances, such as serious illness, bereavement, or other significant life events, refund requests outside the terms above will be considered on a case-by-case basis.
All discretionary refund requests must be:
- Submitted in writing.
- Approved jointly by a minimum of two Dragon Gaming Directors.
Where appropriate, the Directors may seek endorsement from the Guild Council before reaching a decision, though this is not a requirement for approval.
Where a discretionary refund is approved, the following values will apply:
- Annual Guild Membership – refunded at a pro-rated amount based on the number of days remaining on the membership term at the point the refund is approved.
- Dragon Guild Marks – where a multi-pack has been partially redeemed, the remaining unredeemed marks may be refunded at a fixed rate of £2.85 per mark, reflecting the net value after transaction fees incurred on the original purchase.
We cannot guarantee a refund will be approved in all cases, but we will always endeavour to treat members fairly and with compassion.
4. How to Request a Refund
To submit a refund request, please contact Dragon Gaming in writing via the contact form on the website. Please include your order details and the reason for your request. When received, refund requests will be assessed by two Dragon Gaming Directors and you will be notified of our decision within 14 days.