REFUNDS AND CANCELLATIONS
During the crowdfunding campaign, you can cancel your order at any time for a full refund. You are only charged at the end of a successfully funded campaign. You will also need to pay the shipping costs in the Hive Pledge Manager after the campaign.
After that, you can request a refund for your order at any time. The percentage of your pledge that can be refunded is dependent on where we are at in the production of the game
• First 6 weeks after the pledge manager opened – 100% of pledge
• After these 6 weeks until fulfilment starts – 90% of pledge minus any transaction fees resulting from the refund.
• After fulfilment started - NO REFUND is possible at this point.
• If you did not complete your pledge manager and project fulfilment has finished, then you also forfeit your right for a refund.
DELIVERY DATE
I want your pledge to be delivered on time as much as you do. But history has shown that this is not always how it goes, no matter how well you prepare everything. The month mentioned in the campaign is the start of the delivery to backers. It could be, as the games get shipped all over the world, that you receive it slightly later.
All of this will be communicated through the Kickstarter updates.
DELIVERY ADDRESS AND LANGUAGE CHOICE
After this campaign, you will be asked to complete a survey in the Hive Pledge Manager to pay for shipping and any other potential costs not paid during the campaign.
This will also confirm the items in your pledge and your shipping information, as well as give you the option to choose the language of the items in your pledge.
Keep in mind that your pledge may be shipped sooner or later than the estimated delivery date. Please give us a mailing address that will not change. For example, if you think you may be moving to a new house, please give us the address of a friend or relative to ensure successful delivery.
SHIPPING
Please read the Shipping section above and on the campaign page.
PLEDGE FULFILLMENT
Please note that your pledge may be delivered in multiple packages. This is done due to weight limitations for group shipments. Although the items in your pledge are scheduled to ship at the same time, there is always a chance they will arrive on different dates.
PLEDGE MANAGER
It is extremely important to fill in the Hive Pledge Manager and to submit on time.
Why is it so important to complete the pledge manager?
- If you do not fill out the pledge manager, I will not have your shipping information to send you your pledge.
- If you do not fill out the pledge manager by the closing date, you may miss the mass shipping process and have to pay extra shipping to receive your pledge.
- If you do not fill out the pledge manager and fulfillment starts, I can not guarantee I will have all of your items available.
FAILURE TO COMPLETE THE PLEDGE MANAGER ON TIME
If two months pass after campaign fulfillment is complete, and you have not communicated with us during that time to explain your situation, you forfeit your pledge.
About 3-4 weeks after the campaign, I will send you an email with the Hive Pledge Manager invitation and links. The invitation will go to the email you have linked to your Kickstarter account. It is your responsibility to check your inbox. I will also post Kickstarter Updates and send a private direct message to you through Kickstarter, so you will have ample warning about when the Hive Pledge Manager opens and when it will close.
If you do not receive the Hive Pledge Manager invitation and you have seen that the pledge manager is open, you can login to your Hive Pledge Manager account to submit your information or contact me (info@liberationgamedesign.com) for help.
I do my best to help and to resolve outstanding cases, but two months after fulfillment is complete, you forfeit your pledge and the right for a refund.
MISSING/DAMAGED ITEMS
When dealing with a large number of pledges, there is always a chance that errors will occur.
For this reason, make sure to open your pledge and confirm its contents as soon as you receive it. If there is a missing item or something damaged that affects gameplay, I will do my best to help.
I will send replacement and missing items in batches, depending on availability, at no cost to the backer, as long as the request is made within two months of the completion of project fulfilment. Each backer is entitled to one such free shipment. If you make a request, I will get it shipped, and then you find out that there is another item needed, you will have to pay the shipping cost for the second shipment.
Please note, if you request replacements for damaged or missing items, more than two months after project fulfilment is complete, I can not guarantee I will have the items. If I do have your requested items, you will have to pay the cost to ship.
If you receive your pledge and find that there is an item missing or damaged, please open a ticket through the Hive Pledge Manager Customer Support system:
1. Login to your Hive Pledge Manager account (www.hiveinteractive.net)
2. Click “I'm a Backer”
3. Click the “View Details” button on the relevant project
4. Scroll down until you see “Contact Support” in the Pledge Information column on the right.
5. Click the Contact Support button and open a New Support Ticket using the relevant drop down menus.
When filling out the form, make sure to include photos of what you received, including packaging. This may sound strange (especially for missing items), but it helps us determine where the error occurred. In some cases, I will need to file a claim with the courier company.
The game box is considered part of the game's protective packaging. If you receive your game with a game box that is dinged or dented and you feel you need a replacement box, I will do my best to help; however, I can not guarantee I will have a replacement box available and, if I do, you might have to pay the shipping cost.
For larger repairs or for anything that affects gameplay, please submit your information by opening a ticket through the Hive Pledge Manager customer support system.
Please note, I ship replacement and missing items in batches, depending on availability.
REPLACEMENT DEADLINE
I accept replacement requests up to 3 months after the game has been delivered. After that time, I can not guarantee that parts will be available. If the replacements are available, you will have to pay the shipping cost.
BACKER RESPONSIBILITY
It is your responsibility to review and understand the Risks and Challenges of this Kickstarter campaign.
It is your responsibility to check the Kickstarter campaign's updates and the private messages I send you.
It is your responsibility to fill out the Hive Pledge Manager ON TIME.
It is your responsibility to access the Hive Pledge Manager platform and check for any updates on your Customer Support Tickets.
If you have a Customer Support Ticket open in the Hive Pledge Manager, do NOT rely on email notifications about your ticket. Emails can end up in spam, you may lose access to your email account, or something else could go wrong. I record EVERYTHING in the Hive Pledge Manager platform. If you have an open ticket, you need to access it regularly and make sure that there are no actions that you need to take.
GDPR and Data/Privacy Protection law
By pledging on this campaign, you give me the right to transfer your personal data to selected partners, for the sole purpose of sending you your games. I never sell your data to anyone, and I won't transfer it to partners who aren't involved directly in fulfilling your pledge. In detail, your personal information will be handled by:
• me, Liberation Game Design, to transfer it to the partners who will need it
• a Pledge Manager solution (I use Hive - www.hiveinteractive.net) to collect your shipping address and pledge preferences
• the fulfillment company in charge of shipping the game to you (eg. Bridge Distribution, Zatu, VFI Asia, Aetherworks, Meeples Distributie, BoardGameBliss, etc.)
• the transporter chosen by the fulfillment company to deliver you the game (eg. FedEx, UPS, DHL, etc.)
While I have chosen these partners for their high level of professionalism, I can't guarantee that they comply with GDPR.
Please note that while GDPR only applies to the European Union, for simplicity and because GDPR globally gives a much better protection for customers, I will apply the principles of this law no matter where you live in the world.
BY PLACING A PLEDGE ON THIS CAMPAIGN, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTAND AND ACCEPT THE RISKS AND CHALLENGES STATED IN THIS SECTION.
Thank you very much for your support!
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