When we give the money back.

This policy applies to every payment made to TODO — registered legal name through redthread.co.in — one-off case purchases, case packs, and any subscription we may offer. It forms part of our terms of service.

Everything we sell is digital and delivered instantly to your account. There is nothing to ship and nothing to return.

We refund in full, no argument, if:

• You were charged more than once for the same purchase.
• You were charged and access never appeared on your account.
• A case you paid for is broken, unsolvable, or unavailable, and we cannot fix it within a reasonable time.
• The payment was not authorised by you — tell us at once and we will also help you with your bank.
• You bought paid access by mistake and have not opened any case it unlocked. Ask within 7 days.

If we retire a case you have paid for and cannot offer comparable access, we refund the unused portion without you having to ask.

A case is a story with a solution. Once you have read it, it cannot be un-read — so we do not refund:

• Cases you have opened, worked or solved, unless the case itself was faulty.
• A request made more than 7 days after the payment, unless one of the reasons above applies.
• Dissatisfaction with a case’s difficulty, length or ending. Tell us anyway — it is how files get better — but taste is not a fault.
• Accounts closed or suspended for breaking the terms of service.
• Gameplay state you lost by clearing your browser data. Notes and boards live on your device, not our servers.

Write to redthreadcasefiles@gmail.com from the email address on the account, with the payment reference, the date, and one line on what went wrong. That is the whole process — there is no form.

We acknowledge within 24 hours and decide within 15 days, usually much sooner. If we turn a request down we will tell you why.

Approved refunds go back to the original payment method — we cannot send them anywhere else. We release the refund within 5 working days of approving it; your bank or card issuer then takes its own time, typically 5 to 10 working days, and that part is out of our hands.

Refunds are made in Indian Rupees for the amount charged. Any bank or currency-conversion charges your provider applies are theirs, not ours, and we cannot reimburse them.

If we offer a subscription, you can cancel it at any time from your account or by writing to us. Cancelling stops the next renewal; it does not refund the period you are already in, and you keep access until that period ends.

We will always email you before a renewal charge, with enough notice to cancel first.

Escalate to our grievance officer, Anakin Knight, at redthreadcasefiles@gmail.com. If we cannot settle it between us, you keep every right you have under Indian consumer law, including the Consumer Protection Act, 2019 — nothing in this policy takes those away.