BioWare Online Store Policy

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Contents

1.0 Explanation of Terms
2.0 Returns/Refunds
2.1 Digital Products
2.2 Shipped Merchandise
3.0 Credit Card Use on The Store
3.1 Payment Processing
3.2 Security
3.3 Credit Card Fraud/Abuse
4.0 BioWare Accounts
5.0 Loss of Account/CD Key Information
6.0 Other Software Agreements
7.0 Internet Connections
8.0 Interruption of Service
9.0 General Store Policies
10.0 Warranties
10.1 Digital Products
10.2 Shipped Merchandise

 

1.0 Explanation of Terms

  1. BioWare Store ("The Store") is a web site provided as part of BioWare's Internet Services. It is the primary location of the online store where you can buy and license items from BioWare. Various functions of the BioWare Store may be available from other sites provided by BioWare.
  2. BioWare's Internet Services for the purposes of this document includes all BioWare Web Sites (e.g. The Store), BioWare Community Accounts and the BioWare Master Server.
  3. The BioWare Master Server is an online account and game authentication service provided by BioWare. in order for software licensed or downloaded to be authenticated for use or online play. It may also provide other functions essential for updating, upgrading or full featured use of Digital Products licensed from The Store.
  4. A BioWare Community Account is accessed using a username and password created through one of BioWare's Internet Services. This includes an account created to license an item on The Store. A BioWare Community Account allows you to customize the user experience while browsing BioWare's Web Sites, participate in BioWare Internet Services and access account related information including receipts for items licensed from The Store.
  5. Digital Products include all downloaded software licensed or redeemed through The Store. This includes extensions (expansions) or "modules" for existing products, which may have been licensed from another location, as well as stand-alone software packages.
  6. Shipped Merchandise covers any item purchased from The Store that requires the item be sent to the purchaser by postal service or courier.
  7. A Service Provider is any individual, corporation or organization retained by BioWare. for the purpose of providing a service required for the completion of a purchase through The Store. Services provided may include, but are not limited to, shipment of merchandise and processing of credit cards.
  8. A CD Key is an alpha-numeric string which is unique to your specific software license. A BioWare Community Account may need to have a particular CD Key associated with it in order to license or use a given Digital Product.
  9. The BioWare Store Policy refers to this document which describes the level of service and policies of BioWare. for customers of The Store. This policy operates in conjunction with BioWare's Web Site Terms of Use and BioWare's Privacy Policy.
  10. The Web Site Terms of Use defines the terms under which a user may access any of BioWare's Web Sites, including The Store.
  11. The Privacy Policy explains the collection, storage and use of information provided by users of BioWare's Web Sites.

2.0 Returns/Refunds

2.1 Digital Products

At its discretion, BioWare shall provide refunds for unused digital products purchased at The Store. This policy does not extend to gift certificates for digital products.

Except as specifically provided in the license, BioWare. does not accept refunds or returns on used digital products purchased at The Store in whole or in part for any reason including, without limitation, interruption or unavailability of any or all of BioWare's Internet Services.

You are liable for all charges posted to your credit card account. As the customer you must:

  1. Ensure that you meet the software requirements for Digital Products licensed from The Store including but not limited to owning any related products etc.
  2. Ensure that you meet the computer requirements for Digital Products including but not limited to video cards, drivers, operating systems etc.
  3. Ensure that you have access to an active Internet connection if required by the product.

2.2 Shipped Merchandise

Shipped Merchandise made available through The Store will be supplied and/or shipped by BioWare and/or a Service Provider. As such, some communication for obtaining refunds or replacements for Shipped Merchandise (including but not limited to the address for shipment of returned goods) will be with a designated Service Provider. BioWare shall make every effort to ensure clear communication between the customer and a Service Provider. However, BioWare is not liable for failures in communication or damages resulting from direct communication between a customer and a BioWare Service Provider

2.2(a) Refund policy for all goods not covered by section 2.2 (c)

BioWare shall provide a refund for Shipped Merchandise purchased at The Store within fourteen (14) days of the order shipment date provided the following conditions are met:

  1. The product was not marked for clearance or labeled "non-returnable" and/or "non-refundable" on The Store at the time of purchase.
  2. The product is returned unused.
  3. The product contains all accompanying instructions, packaging and accessories where applicable.
  4. The product is accompanied by a Return Merchandise Authorization (RMA) number

2.2(b) Obtaining a RMA number for refunds of Shipped Merchandise

To obtain a RMA number and return instructions, please submit the following information to BioWare by electronic mail (storesupport@bioware.com) with the subject line "Merchandise Return Request":

  1. BioWare Community Account username
  2. Customer name
  3. Contact phone number.
  4. Receipt number
  5. Information about the product in question including product name, sizing and color information where applicable
  6. Reason for requesting a return/refund

ITEMS RETURNED WITHOUT A RMA NUMBER WILL NOT BE ACCEPTED.

The customer is liable for any and all shipping and handling charges which arise from returning the merchandise, unless the item is incorrect, damaged or defective as covered in section 2.2(c) below. Returns sent "collect" where payment for shipping is required upon delivery will not be accepted.

Refunds for goods will be issued directly to the Credit Card used to make the purchase. BioWare, its partners, fulfillment houses or vendors will not issue cheques, money orders or send cash as refunds for goods bought at The Store.

2.2(c) Refund policy for incorrect, damaged or defective Shipped Merchandise:

CUSTOMERS WHO RECEIVE INCORRECT, DAMAGED OR DEFECTIVE GOODS MUST NOTIFY BIOWARE WITHIN FOURTEEN (14) DAYS OF THE ORIGINAL SHIPMENT DATE IN ORDER TO BE ELIGIBLE FOR REFUND OR REPLACEMENT.

When returning items which were shipped incorrectly, damaged in-transit or are defective, follow the instructions below to obtain a RMA number.

2.2(d) Obtaining a RMA number for incorrect, damaged or defective Shipped Merchandise

To obtain a RMA number and return instructions, please submit the following information to BioWare by electronic mail (storesupport@bioware.com) with the subject line "Damaged/Defective Merchandise Exchange Request":

  1. BioWare Community Account username
  2. Customer name
  3. Contact phone number
  4. Receipt number
  5. Information about the product in question including product name, sizing and color information where applicable
  6. Complete description of problem, defect or damage:

To ship an item back in any of these circumstances, you will be issued and sent a shipping label. Further instructions will be available upon obtaining the RMA number. Where possible a new product will be shipped out to the customer at no extra cost.

ITEMS RETURNED WITHOUT A RMA NUMBER WILL NOT BE ACCEPTED.

3.0 Credit Card Use on The Store

BIOWARE DOES NOT RETAIN ANY INFORMATION REQUIRED TO CHARGE PAYMENT TO YOUR CREDIT CARD AFTER YOU HAVE COMPLETED YOUR PURCHASE FROM THE STORE.YOU ARE LIABLE FOR ALL CHARGES POSTED TO YOUR CREDIT CARD ACCOUNT.

3.1 Payment Processing

BioWare accepts only Visa and MasterCard credit card payments. We will only accept credit card payments through The Store online payment process. We WILL NOT accept credit card payments utilizing any other method which includes, but is not limited to, payments by telephone, electronic or postal mail or in person.

By agreeing to purchase any item for sale through The Store, you give consent to BioWare or a Service Provider to authorize the credit card you have provided for the total purchase price including any applicable taxes and/or shipping and handling charges.

We will only charge your credit card when items have been made available to you (Digital Products) or when we have sent your order to be processed by a Service Provider for shipping. Due to delays in processing Shipped Merchandise, you may see multiple charges on your credit card resulting from a single purchase. The total of these charges shall never exceed what was authorized during the initial purchase.

The Store connects securely to our payment processor, who authorizes and charges your credit card. We are not liable for any security or service interruptions associated with the services provided by our payment processor.

3.2 Security

While we take every reasonable security precaution available in providing this service, BioWare is not liable for any loss or damages as a result of a breach of security which compromises our websites or related computer systems. BioWare does not retain any information required to charge payment to your credit card on our systems after you have completed your purchase from The Store.

3.3 Credit Card Fraud/Abuse

You are responsible for any charges appearing on your credit card statement. Please contact your credit card issuer if you suspect you are a victim of credit card fraud. In our efforts to attempt to prevent Credit Card Fraud/Abuse we will collect information that will help us identify the origin of the transaction, which includes, but is not limited to, the IP address of the computer used for the transaction.

We reserve the right to limit quantities of products licensed to any particular customer. We reserve the right to prevent access to The Store or any BioWare Web Site for any purpose, including where we think there is potential for credit card fraud.

We will provide any pertinent account and/or transaction information retained by us to law enforcement authorities or any other party as required by the laws of Canada and the Province of Alberta and, where applicable, the United States, for any investigations of credit card fraud/abuse.

4.0 BioWare Accounts

BioWare offers Digital Products for license from The Store for use with existing products as well as stand-alone software. Licensing items on The Store requires a customer to have a BioWare Community Account, which requires you to provide a username, password, valid e-mail and also agree to this BioWare Store Policy, Web Site Terms of Use and Privacy Policy. By purchasing and/or licensing Digital Products you agree to the terms and conditions of the BioWare Store Policy, the Web Site Terms of Use, and the Privacy Policy.

In order to use some Digital Products, you may need to use an authorized BioWare Community Account with a particular CD Key. You must read the Digital Product information prior to purchasing in order to ensure you meet all requirements.

Licensed software or Digital Products may be downloaded from The Store or any BioWare Web Site by accessing your BioWare Community Account. We will provide automated mechanisms for you to regain access to your BioWare Community Account if you have forgotten your password through the e-mail provided on creation of said account.

WE WILL NOT PROVIDE YOU ACCESS TO AN ACCOUNT OR ASSOCIATED PRIVATE INFORMATION THROUGH ANY OTHER METHOD THAN DESCRIBED ABOVE. BIOWARE STAFF CANNOT RETRIEVE OR CHANGE ACCOUNT PASSWORDS FOR YOU.

5.0 Loss of Account/CD Key Information

Some licenses of Digital Products may be tied to your BioWare Community Account or CD Keys associated with products that you own. We reserve the right to terminate BioWare Community Accounts, without notice at any time, which have violated any of this BioWare Store Policy, Web Site Terms of Use or Privacy Policy. We reserve the right to terminate any CD Key, without notice at any time, which has been publicly disclosed or shared between multiple users or used in ways which violate any software End User License Agreement.

We will not provide a refund or exchange for any software made inoperable by the loss of your BioWare Community Account information or your CD Key.

WE WILL NOT REPLACE YOUR CD KEY. PLEASE GUARD ANY CD KEYS IN A SAFE PLACE. DO NOT GIVE ANYONE ACCESS TO YOUR BIOWARE COMMUNITY ACCOUNT OR CD KEY.

6.0 Other Software/Agreements

To use services/software at The Store you may need to install software provided to you through The Store or another BioWare Web site. This software may be governed by specific End User License Agreements which should be read by the customer.

7.0 Internet Connections

Where an Internet connection is required, the customer is responsible for any Internet connection fees associated with using any software downloaded/purchased from The Store.

8.0 Interruption of Service

BioWare reserves the right to interrupt any of BioWare's Internet Services from time to time on a regularly scheduled basis or otherwise with or without prior notice as it deems necessary in order to perform maintenance or for other reasons.

You acknowledge that BioWare's Internet Services may be interrupted for reasons beyond the control of BioWare and BioWare cannot guarantee that you will be able to access BioWare's Internet Services whenever you may wish to do so. BioWare shall not be liable for any interruption of BioWare's Internet Services, delay, or failure to perform resulting from any causes whatsoever.

BioWare shall not be obligated to refund all or any portion of any Digital Product by reason of any interruption of BioWare's Internet Services as described above.

9.0 General Store Policies

BioWare reserves the right:

  1. To change prices of any item offered on The Store at any time without notice. Changes to prices are not retroactive in any way.
  2. To change the methods of billing at its discretion and without notice. This may include changes to payment providers and credit cards accepted.
  3. To amend this BioWare Store Policy at any time without notice.

10.0 Warranties

10.1 Digital Products

Digital Products offered on The Store are without warranty or guarantee, except as otherwise provided in the individual End User License Agreement. Because of the tremendous variation in computer platforms, all licenses for Digital Products on The Store are offered on an "as is" basis, without any warranty that a Digital Product will run correctly on any particular computer system, even if that system complies with the published minimum requirements. BioWare disclaims all implied warranties, including the implied warranty of merchantability and the implied warranty of fitness for a particular purpose. BioWare will not be liable for any consequential or incidental damages resulting from use of a Digital Product licensed from The Store and, in no event shall BioWare's be liable for damages beyond the license cost of the Digital Product.

10.2 Shipped Merchandise

BioWare warrants that all Shipped Merchandise shall be free of damage and defects upon delivery to the customer. In the event that a customer receives products in a damaged or defective state, BioWare shall, at its discretion if notified within fourteen (14) days of the original shipment, issue a refund for the full amount of the original order (including shipping charges) or will ship a replacement at no charge to the customer. Please see section 2.2 for further information on our refund policies.

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