Our products are digital and delivered instantly once payment is confirmed. Refund rules therefore differ from physical goods; below we state clearly when we do refund.
General principle
A digital product counts as delivered the moment it is assigned to your account, and under Article 15/1-ğ of the Distance Contracts Regulation no right of withdrawal arises. We still refund in situations caused by us, such as the product never being delivered or not matching the described contents.
When we refund
- Payment was taken but the product was not assigned to your account within 24 hours.
- The product does not work with the Minecraft version stated on the product page and we cannot fix it within 7 days.
- Contents listed on the product page (plugins, configs, resource pack) are missing and we cannot complete them.
- The same product was accidentally bought twice (the second order is refunded).
When we do not refund
- Requests not caused by a product defect, such as "I did not like it" or "I changed my mind".
- Attempting to use the product on an unsupported server software or version.
- Sharing, leaking or otherwise breaching the license terms.
- Binding the license key to the wrong IP (IP resets are free from the account area).
- Misconfiguration on your side, conflicts with other plugins, or hosting-related problems.
Custom work (quote) cancellations
- If you cancel after paying the deposit but before work starts, the deposit is refunded in full.
- If you cancel after work has started, the cost of completed milestones is deducted and the remainder refunded; the work done is not delivered.
- Delivered and accepted work is not refunded; defects are fixed free of charge within the warranty period stated in the quote.
How to apply
- Write to [email protected] or our Discord server with your order number and a description of the issue.
- We review it within 3 business days and may ask for your server logs.
- We first try to fix the problem; if we cannot, we start the refund.
Refund payment
Refunds are made through Tebex to the original payment method and appear within 5–10 business days depending on your bank. Access to the refunded product and its license key is closed.