1. General Policy
We stand behind every product we ship. Our refund policy is designed to be fair, fast, and transparent. Most decisions are made within 24 hours.
2. Unused Subscriptions
A subscription that shows no usage may be refunded in full within seven (7) days of purchase, at our discretion. Refunds are issued to the original payment method when possible. Your subscription starts as soon as payment confirms, so the seven days run from purchase.
3. Active Subscriptions
Once a subscription is active, we do not issue monetary refunds as a matter of course. Instead:
- If a product is unavailable due to extended downtime (over 24 hours), we extend your subscription automatically by the affected period.
- If a product is permanently retired while you hold an active subscription, we credit the remaining time toward another product or refund the unused portion at our discretion.
One exception: if the software will not run on your system and our support team cannot get it working, we refund it. Open a ticket first, since this only applies once we have had a real chance to fix it.
4. Detection & Compensation
Detection events happen across the industry. When they affect your subscription:
- We pause affected subscriptions automatically, so you do not lose paid time while we patch.
- For prolonged outages, we extend subscriptions to compensate.
- We never let subscriptions silently expire during a known outage.
5. Non-Refundable Items
The following are non-refundable:
- Subscriptions already used in-game, except where section 3 applies.
- Subscriptions flagged for abuse, sharing, or fraud.
- Reseller balance top-ups, except as permitted by reseller agreement.
- Custom or one-time engineering services.
6. How to Request a Refund
Open a support ticket through the customer panel or our Discord. Include:
- The order or transaction ID.
- The product name and the email on your account.
- A short description of the reason.
7. Processing Time
Approved refunds are processed within five (5) business days. The time it takes for the refund to reach your account depends on your payment method (crypto: typically same day; card: 3–10 business days).
8. Chargebacks
Filing a chargeback or payment dispute without first contacting us will result in immediate suspension of any active subscriptions and may bar the account from future purchases. We prefer to resolve issues directly. Please reach out before disputing.
9. Contact
Refund questions? Reach us at [email protected] or via our Discord.