Last updated 16 August 2026

Overview

We want purchases to feel fair. This policy explains when a refund is possible and when it is not.

Eligible

• A payment was taken twice for the same order
• A purchase was never delivered to your account and staff cannot deliver it
• A charge was made without your permission, reported promptly

Not Eligible

• Change of mind after a benefit has been used
• Items lost through normal gameplay, including death in the Wilderness
• Accounts banned for breaking the Terms of Service
• Purchases made on an account you shared with someone else
• Dissatisfaction with a game update, balance change or wipe

How To Request

Open a ticket in our Discord within 14 days of the purchase. Include the transaction reference, your in-game name, and what went wrong. We aim to respond within 72 hours.

Chargebacks

Please talk to us before contacting your payment provider. A chargeback filed without contact results in permanent removal of the account and any associated accounts, and we cannot reverse that once processed.