Your Rights in the UK and the EU
This page sets out the rights you have as a consumer in the United Kingdom and in the European Union and EEA — the right to cancel a purchase, your rights over your personal data, and where to complain if we get something wrong. It sits alongside the User Agreement and the Refund Policy, and nothing on this page takes anything away from either of them.
If you are somewhere else, your own country's mandatory consumer law still applies to you and still wins over anything in our documents. This page names the UK and the EU because those are the rules we can state precisely.
1. The right to cancel your purchase
1.1 If you are in the United Kingdom Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days to cancel a distance contract without giving any reason. The cancellation period ends 14 days after the day the contract was concluded — that is, 14 days from the moment your purchase completed.
1.2 If you are in the EU or EEA Under the Consumer Rights Directive (2011/83/EU), as implemented in Cyprus and in your own country, you normally have 14 days to withdraw from a distance contract without giving any reason. The withdrawal period ends 14 days after the day the contract was concluded.
The two rights work the same way. The UK calls it cancellation and the EU calls it withdrawal; below, we use "cancel" for both.
1.3 What happens because Coins are supplied immediately Coins are digital content, and they reach your balance the moment your payment succeeds.
Before you pay, we ask you — as a separate step, on its own, with nothing pre-ticked — to do two things: to consent to us supplying the Coins immediately, and to acknowledge that you will lose the statutory right to cancel once we have done so. We confirm both back to you in your receipt, so you have a durable record of what you agreed.
That consent has a consequence, and we would rather state it plainly than let you discover it: once the Coins are credited to your balance, we have supplied what you bought, and the statutory right to cancel that purchase comes to an end. In the UK that follows from regulation 37 of the 2013 Regulations; in the EU it follows from Article 16(m) of the Consumer Rights Directive.
If you do not give that consent, we cannot supply the Coins immediately, and your statutory 14 days runs in the ordinary way.
1.4 What we give you anyway, which is more We do not rely on that. Whatever the statutory position:
If you have consumed nothing at all from a purchase, tell us within 14 days of it and we give you the whole price back. No reason needed, nothing retained, and you do not need to close your account. If any Coin from that purchase has been consumed — a base Coin or a bonus Coin — that purchase is not refundable, and there is no partial refund.
This is a promise we make in the Refund Policy, and it is enforceable against us as part of your contract.
Separately, and with no time limit at all, we refund when something has gone wrong: a duplicate or wrong charge, a Session that failed on our side, a Session ended because the other person broke the rules, an unauthorised transaction, a change we made that disadvantages you, and Coins spent after someone promised conduct our rules prohibit. Section 3 of the Refund Policy sets those out. They are not affected by anything on this page.
2. How to cancel
To cancel, tell us. Any clear statement of your decision is enough.
Email is the route we ask you to use, and it is enough on its own:
- refund@yunoh.com
- PXL NexQuantum Ltd Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Cyprus
"I want to cancel my purchase of 10 September" is enough. You do not have to give a reason, you do not have to use any particular form of words, and you do not have to close your account.
A model cancellation form is set out at section 4 because the law requires us to make one available to you. You are not obliged to use it and nothing turns on whether you do — an email is exactly as effective.
To meet the deadline, it is enough that you send your statement before the 14-day period expires. If you write to us on day fourteen you are in time, even if we do not answer until day twenty.
3. What happens when you cancel
If you cancel, we reimburse all payments received from you for the Coins covered by the cancellation, without undue delay and in any event no later than 14 days from the day we are told of your decision.
We make the reimbursement using the same means of payment you used for the original transaction, and you will not incur any fee as a result. Refunds go only to the original payment method — never to a different card, never to a bank account, never to a third party. There are no exceptions to this and nobody here can vary it.
Where your request is a statutory cancellation, the 14-day statutory deadline is the one that applies, and it prevails over the 10-to-14-day processing target in the Refund Policy.
4. Model cancellation form
You do not need this form. A plain email to refund@yunoh.com saying you have changed your mind is enough, and it is the route we ask you to use. This form is here because the law requires us to make it available. Complete and return it only if you want to cancel.
- To: PXL NexQuantum Ltd Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Cyprus refund@yunoh.com
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract for the supply of the following digital content:
- Coins purchased from Yunoh
Order or receipt number: __________________________
Ordered on (*) / received on (*): __________________________
Name of consumer(s): __________________________
Address of consumer(s): __________________________
Email address on the Yunoh account: __________________________
Signature of consumer(s) (only if this form is notified on paper): __________________________
Date: __________________________
(*) Delete as appropriate.
This form serves as the model cancellation form under Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for consumers in the United Kingdom, and as the model withdrawal form under Annex I(B) to Directive 2011/83/EU for consumers in the EU and EEA.
5. Your other rights as a consumer
Nothing in our documents removes, restricts or replaces a right you have under the mandatory law of the country where you live. Where anything of ours conflicts with such a right, the right wins and the rest of the document continues to apply.
In the United Kingdom that includes your rights under the Consumer Rights Act 2015 — digital content must be of satisfactory quality, fit for purpose and as described, and where it is not you have a right to a repair, a replacement or a price reduction — and under the Consumer Protection from Unfair Trading Regulations 2008 and the Digital Markets, Competition and Consumers Act 2024.
In the EU and EEA that includes your rights under the Consumer Rights Directive, the Digital Content Directive (2019/770) and the Unfair Contract Terms Directive (93/13/EEC), as implemented in Cyprus and in your own country.
Jurisdiction. Our documents say that the law of the Republic of Cyprus governs and that the Cypriot courts have jurisdiction. That is subject to a saving that we mean seriously: if you are a consumer, you keep the right to rely on the mandatory law of your own country and to bring proceedings in your own country's courts. A UK consumer
may sue in the UK; an EU consumer may sue where they live.
6. Your rights over your personal data
The full picture is in the Privacy Policy. What matters here is which law applies to you and who you can complain to.
If you are in the EU or EEA, the General Data Protection Regulation (EU) 2016/679 applies. PXL NexQuantum Ltd is the controller. You may complain to the Office of the Commissioner for Personal Data Protection of the Republic of Cyprus (www.dataprotection.gov.cy), or to the supervisory authority in the country where you live, work, or where you think something went wrong.
If you are in the United Kingdom, the UK General Data Protection Regulation and the Data Protection Act 2018 apply to our processing of your data, because we offer this service to people in the UK and, for every UK user, we run age assurance before the service opens. You may complain to the Information Commissioner's Office (www.ico.org.uk), and you may do so without asking us first.
In either case you may exercise the same rights — access, rectification, erasure, restriction, portability, objection, and the right not to be subject to a decision based solely on automated processing that produces legal or similarly significant effects. Section 12 of the Privacy Policy explains how, and what we need from you.
Where your data leaves the country you are in, we rely on an adequacy decision where one covers the recipient, and otherwise on standard contractual clauses with a transfer risk assessment — for UK data, on the mechanisms approved for UK transfers.
Write to us first if you would rather: privacy@yunoh.com. We would prefer to fix it than have you take it to a regulator, but nothing here requires you to come to us first and nothing here delays your right to complain.
7. Complaints, and how to escalate one
Start with us. Every complaint route, timeframe and appeal is set out in Complaints and Content Removal. In short: illegal content, child-safety concerns and safety reports are acknowledged within 24 hours; other complaints within 3 business days; we answer within 30 days; and if you are not satisfied you may ask for the decision to be reviewed by someone who was not responsible for it.
If you are in the United Kingdom and we have not resolved your complaint, you can get free, independent advice from the Citizens Advice consumer service (www.citizensadvice.org.uk/consumer), which also refers matters to Trading Standards. The Competition and Markets Authority (www.gov.uk/cma) is the national enforcer of consumer protection law. For a complaint about the safety of the service rather than about money, the regulator is Ofcom (www.ofcom.org.uk); section 9 below explains when that applies.
If you are in the EU or EEA, you may take a consumer dispute to an out-of-court dispute settlement body certified in your Member State, and you can find your national contact point through the European Consumer Centres Network (www.eccnet.eu). Note that the European Commission's online dispute resolution platform closed on 20 July 2025 and is no longer a route.
We do not commit to any named arbitration or ADR provider, and we say so rather than leaving you to discover it. We are not obliged to use one, and we have not agreed to.
Nothing on this page requires you to use our process first, and nothing on it stops you going to court.
8. Prices, tax and currency
Prices are shown in US dollars on both sides of the platform. There is no currency selector at checkout and we do not convert the price for display. If your card is issued in another currency, your card issuer performs the conversion at its own rate, and any charge it makes for doing so is between you and your issuer.
For consumers in the EU, prices are shown inclusive of VAT. Elsewhere, prices are exclusive of any local consumption tax that may apply to you.
The price you see on the purchase screen before you confirm is the whole price. There is no subscription, no membership plan, no free trial that turns into a paid one, and no auto-renewal. Nothing is ever charged automatically. You are charged only when you actively start and confirm a purchase.
9. Online safety in the United Kingdom
The UK-specific safety position — highly effective age assurance for every UK user before any part of the interactive service opens, why a self-declaration does not satisfy it, why there are no free Guest minutes in the UK, and how we assess our duties under the Online Safety Act 2023 — is set out in full in Age Assurance and Online Safety.
Two points belong here as well, because they are rights rather than policy.
You can report anything, at any time, from inside the product, including during a Session, and you do not need an account to report to us.
A single senior individual is accountable for our online-safety compliance and for engagement with Ofcom. That person is named in section 8 of the Age Assurance page, and you can reach them at support@yunoh.com.
Contact
- Cancellations, refunds and anything about money: refund@yunoh.com
- Data protection and your data rights: privacy@yunoh.com
- Complaints, safety reports and appeals: support@yunoh.com
- Anything involving a child: childsafety@yunoh.com
- Law enforcement and government requests: legal@yunoh.com
PXL NexQuantum Ltd Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Cyprus Company registration number HE 497211