Complaints procedure

Last updated: 22 September 2026

We want you to enjoy your games and feel confident buying from Hint Hunter Games. If something goes wrong, please tell us so we can investigate and help put it right.

1. Contact us

Email info@hinthuntergames.com with “Complaint” in the subject line. Please include:

• Your name and the email address used for your order.
• Your order reference and game title, if relevant.
• What happened, when it happened and any steps already taken to resolve it.
• The outcome you would like.

Relevant screenshots or correspondence can help. Please do not send passwords or payment card details.

2. Acknowledgement and investigation

We aim to acknowledge your complaint within two working days and provide a substantive response within ten working days. Working days are Monday to Friday, excluding UK bank holidays. These are service targets and do not extend any statutory deadlines.

We will review the information you provide and may ask for further details. If we need longer, we will explain why and tell you when to expect an update.

3. Our response

We will explain what we found and any action we propose. Where the issue concerns a download or refund, we will follow our returns and refunds policy and your statutory rights.

4. If you remain unhappy

Reply to our response explaining what remains unresolved and any information you would like us to reconsider. We will review it and explain our final position. If we cannot settle the complaint, we will provide information about an appropriate certified alternative dispute resolution provider and explain whether we are required or willing to participate, as applicable.

You can also seek independent advice from Citizens Advice or the relevant consumer advice service where you live. Using this procedure does not limit your statutory rights or your ability to pursue legal remedies.