REFUND POLICY

Everything you need in order to decide is available before you spend anything: the product page says what the software does and what it needs, the Status page says what detection state we are publishing, and a pre-sale ticket gets a human answer.

If you are not sure the product suits your machine, your game version or your appetite for risk, ask first. We would rather answer three questions than take one payment we have to give back.

• You have not used it yet. If you have not downloaded the product and have not activated the licence, ask within 14 days of the purchase and we will refund it in full, no reason needed.
• It does not work and we cannot make it work. If the product is broken for you, you have worked through it with us in a ticket, and we cannot get it running on a system that meets the stated requirements, we will refund it.
• We pulled it. If we withdraw a product, or take it offline for so long that the term you bought is materially gone, we will refund the part you did not get to use — or extend your term instead, if you would rather have that.
• Something went wrong with the payment. A double payment, a payment for the wrong thing, an order you were charged for and never received: tell us and we will put it right. That is a mistake being corrected rather than a refund, and there is no time limit on it.

• Your game account was banned. See the section below; this is the important one.
• You changed your mind after using it. Once the software has been downloaded and the licence activated, you have had what you paid for. Digital goods do not come back.
• The product works and you do not like it. Feature requests are welcome and are not refund grounds.
• You broke the Terms. Sharing a licence, reselling it, or trying to defeat the hardware binding ends the licence without a refund.
• Your machine cannot run it. The system requirements are on the product page before you buy, and a pre-sale ticket will confirm them for your specific setup.
• You disappeared. If a ticket needs information from you to go anywhere and we hear nothing for 14 days, we will close it. You can reopen it whenever you like.

A ban is not refundable. We are saying that here, in the plainest words on the page, rather than leaving it to be discovered during an argument.

The reason is not that we do not care. It is that a ban is the risk this entire category of software carries, we tell you so before you buy, and we cannot verify, appeal, influence or insure against a decision made by a game publisher's anti-cheat team. A policy that paid out on bans would be a policy promising something we do not control.

We have never promised that a product is ban-proof and we never will. If you find a claim like that anywhere with our name on it, it is out of date and we want to know about it.

What we will do:

• Tell you honestly what we know, including whether we are seeing the same thing from other customers.
• Say so on the Status page when a product is detected, rather than carrying on selling it quietly.
• Suspend sales of a detected product rather than take money for something we know is burning.
• Treat it as our fault, and refund it, where a product was detected and we kept selling it anyway, or where a ban is clearly the result of something we got wrong on our side rather than the ordinary risk.

What we will not do is refund the ordinary case: you used software that breaks a game's rules, and the game enforced its rules.

Open a support ticket from your dashboard. Include the order reference, which product it is about, and what went wrong.

Do not open a chargeback or a payment dispute first. Ask us — almost everything is resolved in a ticket in a day or two, and a dispute opened without asking closes the account it was opened against.

We aim to give you a decision within 5 working days. If we need something from you to reach one, we will say what.

Two things happen, and it is worth knowing that they do not happen at the same moment.

Your access ends immediately. The moment we mark the order refunded, the subscription it granted is cancelled, downloads for it stop working, and any running session of the software is killed. That happens inside the system, at once, before any money has moved. If you still need the software for a day, say so before we press the button rather than after.

The money is returned by hand. There is no automatic payout on this platform. A person sends it, which means it takes as long as it takes a person — normally within 5 working days of the decision.

How it comes back:

• To your balance by default. That is immediate, it is visible in your dashboard, and you can spend it on anything here.
• In cryptocurrency if you would rather have it off the platform. Tell us in the ticket and give us an address. We send the euro amount converted at the rate on the day we send it, and the network fee comes out of the amount — a crypto refund is a new transaction and not a reversal of the old one, and it cannot be anything else.

Exchange rate movement between the day you paid and the day we refund is not something we can undo. If the coin moved, it moved.

We can refund part of an order — a duplicate line, one product out of three, an agreed goodwill amount.

A partial refund does not end your access, and that is deliberate: you have been given some money back for something you are keeping. Only a refund of the whole order revokes what it granted.

If you open a chargeback or a payment dispute without contacting us first, we will close the account, revoke every licence on it, and contest the dispute with the record of the order — including which version of these terms you accepted at checkout, when you accepted them, and what was downloaded afterwards.

This is not us being difficult. A dispute costs us a fee whether or not it succeeds, and every one of them makes it harder for the next customer to pay at all. Ask us first and you will almost certainly get a better and faster outcome.

Nothing on this page removes a right you have under the consumer law where you live. Where that law says you are entitled to something, you are entitled to it, and this policy sits on top of it rather than in place of it.

In particular, where a right to cancel a digital purchase exists, it is usually lost once you agree to immediate delivery and start the download — which is what the "you have not used it yet" condition above is really describing.