Location: Home > Cancellation Policy
Terms & Conditions Cancellation Policy Privacy Policy Data Protection Policy Cookies

Effective Date: 13th June, 2014

Right to cancel under the Consumer Rights Directive

Under the EC Directive on Consumer Rights (2011/83/EC) ("Directive") implemented in the UK by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2014/3134) ("Regulations") you may cancel an order placed with Jagex without giving any reason and receive a full refund; provided, you have not lost the right to cancel, as explained below.

The cancellation period will expire after 14 days from the day after the conclusion of the contract (i.e. the date you placed the order) ("Cancellation Period").

To exercise this right of cancellation, you must inform us of your decision to cancel by giving a clear statement (e.g. a communication by email sent to or by giving us written notice to Jagex Limited, St John's Innovation Centre, Cowley Road, Cambridge, CB4 0WS ("Notice"). For orders associated with RuneScape, you can also contact us via the message centre: http://services.runescape.com/m=rswiki/en/Billing_Help_Contact_Us.

To help us process your right of cancellation you should provide us with the following information:

  • Name
  • Account name and associated email address
  • The digital services that you wish to obtain a refund for
  • The date when you placed the order for the digital services
  • The payment method used to purchase the digital services e.g. credit card, PayPal

You may use the model withdrawal form found here, but this is not obligatory.

To meet the cancellation deadline it is sufficient for you to send your communication concerning your exercise of the right to cancel before the Cancellation Period has expired.

Loss of right to cancel

If you obtain the benefit of your order during the Cancellation Period, for example, by: (i) using your subscription (such as by logging in to a member's only world), (ii) redeeming your Virtual Currency or Micro-Game Credits (as defined in the terms and conditions), or (iii) redeeming or trading RuneScape Bonds (as defined in the terms and conditions), your actions will be taken as your consent to perform the contract during the Cancellation Period and you acknowledge that by doing this, your right to cancel your order under the Regulations and Directive will be extinguished.

Effects of cancellation

If you have not lost the right to cancel and have cancelled your order within the Cancellation Period, we shall refund your payments within 14 days of the date we receive your Notice. We will carry out such refund using the same means of payment as you used for the initial transaction. You will not incur any fees as a result of such reimbursement.

You acknowledge that Jagex is unable to reimburse payments made by PayByCash or by text message. If you require a refund after paying by these methods, you must contact the payment providers directly:
PaybyCash - customersupport@ultimatepay.com
Text Message (Boku) - www.Boku.com/support