Customer Rights

1. Your Rights Under UK Consumer Law

As a consumer based in the United Kingdom, you are protected by the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and the Digital Economy Act 2017. LuckyGene fully respects and upholds these protections.

If you are a business client, different terms apply as set out in our Terms & Conditions. The rights described in this page apply to individual consumers purchasing for personal use.

2. Digital Products & Games

2.1 Your Right to a Refund

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. If a digital product (game, watch face, or downloadable content) fails to meet these standards, you are entitled to:

• Repair or replacement — we will fix or replace the faulty content at no cost to you.
• Full refund — if repair or replacement is not possible or fails, you are entitled to a full refund.

2.2 Cancellation Right (14-Day Cooling-Off Period)

For digital purchases made online, you have a 14-day right to cancel under the Consumer Contracts Regulations 2013. However, by downloading or accessing digital content, you may waive this right if you have given explicit consent and acknowledged that the right to cancel is lost upon access.

Where we have not obtained such consent, the 14-day cancellation right applies in full and you are entitled to a complete refund.

2.3 In-App Purchases

In-app purchases made through third-party platforms (Google Play, Apple App Store) are subject to those platforms' refund policies in addition to your statutory rights. We encourage you to contact the relevant platform directly for in-app purchase refunds. For purchases made directly through LuckyGene, contact us at support@luckygene.net.

2.4 Virtual Items & Currency

Virtual items, in-game currency, and rewards have no real-world monetary value. They are non-transferable and non-refundable except where required by applicable consumer law (e.g., where the game is discontinued or the item is materially different from its description).

3. Development & Professional Services

3.1 Right to Services Performed with Skill & Care

Under the Consumer Rights Act 2015, all services must be performed with reasonable care and skill. If we fail to meet this standard, you have the right to:

• Have the service re-performed at no additional cost
• Receive a price reduction if re-performance is not possible or practical

3.2 Right to Accurate Information

Before entering into a service agreement, you have the right to receive clear and accurate information about the scope of work, timeline, pricing, and what is included. Any information provided during the sales process forms part of the contract.

3.3 Right to Deliverables

Upon full payment, you are entitled to receive all agreed deliverables including source code, design files, and documentation as specified in the service agreement. We will not withhold deliverables unreasonably.

4. Right to Transparency & Fair Treatment

You have the right to:

• Receive clear, plain-language explanations of our pricing, policies, and terms before committing
• Be informed of any material changes to our services, products, or terms with reasonable notice
• Not be subjected to unfair contract terms or misleading commercial practices
• Receive honest and accurate descriptions of all products and services
• Be treated with respect and without discrimination

5. Your Data Rights

As a LuckyGene customer, you have comprehensive rights over your personal data under UK GDPR and the Data Protection Act 2018:

• Right of Access: request a copy of all personal data we hold about you (Subject Access Request).
• Right to Rectification: have inaccurate or incomplete data corrected.
• Right to Erasure ("Right to be Forgotten"): request deletion of your data where there is no legitimate reason to retain it.
• Right to Portability: receive your data in a structured, machine-readable format to transfer to another provider.
• Right to Object: object to processing for direct marketing at any time — we will stop immediately.
• Right to Restrict Processing: limit how we use your data in certain circumstances.

Submit data requests to privacy@luckygene.net. We will respond within 30 days at no charge.

6. How to Raise a Complaint

We take all complaints seriously and aim to resolve them fairly and promptly. If you are unhappy with any aspect of our products or services, please follow these steps:

7. Accessibility & Inclusion

We are committed to making our products and services accessible to all users. If you require any reasonable adjustments or accommodations — including alternative formats for legal documents, accessibility support for our games, or communication adjustments — please contact us and we will do our best to accommodate your needs.

8. Regulatory Bodies

If you believe your data rights have been violated and we have not resolved your concern, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

For consumer rights issues, you may also contact Citizens Advice (citizensadvice.org.uk) or the Competition and Markets Authority (CMA) (gov.uk/cma).

9. Contact Us

To exercise any of your rights or to raise a concern: