Refund Policy
Last updated: 28 July 2026
This policy explains when a purchase of gems (our virtual currency) can be refunded. It should be read alongside our Terms of Service, particularly the sections on Virtual Goods and the licence they are granted under, and no cash-out.
1. Delivery is immediate
When a gem purchase completes, gems are credited to your account immediately — there is no shipping, download, or waiting period. Because delivery is instant, in most cases there is nothing left "in transit" to cancel by the time you could ask us to.
2. Your right of withdrawal (EU/UK customers)
If you are a consumer in the European Union or United Kingdom, you ordinarily have a 14-day right to withdraw from an online purchase without giving a reason. For digital content and virtual goods delivered immediately, the law also lets a trader end that right at the moment of purchase, provided the trader has your express, informed consent to begin delivery right away and your acknowledgement that doing so means you lose the withdrawal right.
Our checkout flow asks for exactly that consent before completing your purchase. By confirming a gem purchase, you expressly request immediate delivery of the gems and acknowledge that your 14-day withdrawal right ends once delivery happens. If you do not want to give up that right, do not complete the purchase.
3. When we will refund a purchase
Outside of the withdrawal right described above, we will consider a refund in these situations:
- Duplicate charge — you were charged more than once for the same intended purchase, for example due to a network retry or a double-submitted checkout.
- Failed delivery — Stripe confirmed payment but the gems were not credited to your account due to a technical fault on our side.
- Unauthorized charge — your payment method was used without your authorization, for example because your account or card was compromised, and you report this promptly.
Refunds are not available simply because you changed your mind after receiving gems, because you spent the gems and are unhappy with the outcome, or because game balance changes affect what gems can buy — these are the ordinary risks of a live, evolving virtual-goods purchase described in our Terms of Service.
Where we agree a refund is due, we will refund it to the original Stripe payment method and reverse the corresponding gems from your balance where they are still available; if the gems have already been spent, we may adjust your balance instead of, or in combination with, a monetary refund, at our discretion.
4. Chargebacks
If you believe a charge was made in error or without authorization, please contact us first at the address below — most issues can be resolved faster this way than through your bank or card issuer. If you file a chargeback or payment dispute with Stripe or your bank for a purchase you actually authorized and received, without giving us the chance to resolve it, we treat that as chargeback abuse. Chargeback abuse is prohibited conduct under our Terms of Service and can result in suspension or termination of your account, in addition to any steps we take to contest the dispute with Stripe.
5. How to request a refund
Email [email protected] with your account's email address, the approximate date and amount of the purchase, and the reason for your request.