Refund Policy

01 General rule

Completed purchases are generally final once Madness Points or other digital content have been delivered and any part has been used, transferred, redeemed, exchanged, or consumed. This does not limit any refund or cancellation right that applicable law says cannot be waived.

02 Requests we can review

Contact us within 24 hours of payment whenever possible. A refund or correction may be reviewed when:

• You were charged more than once for the same intended purchase.
• Payment succeeded but the purchased content was not delivered within a reasonable time.
• A confirmed technical error delivered the wrong package or amount.
• The purchase was unauthorised and you notify us promptly so we can secure the account and investigate.
• All purchased Madness Points remain unused and untransferred when your request is received.

03 Non-refundable purchases

Except where required by law, we cannot refund:

• Points, items, services, boosts, or rewards that were used, redeemed, transferred, traded, or consumed.
• Purchases made for the wrong account, character, package, or amount when delivery matched the order.
• Account sanctions, suspensions, closures, or loss of access caused by a violation of our Terms or Server Rules.
• Promotional, complimentary, seasonal, or bonus points that were not separately purchased.
• Changes in preference, game balance, prices, promotions, or the availability of a specific feature.

04 How to request help

Open a support ticket and provide:

• Your account name or relevant character name. Never send your password.
• The payment provider, transaction ID, date, amount, and currency.
• A short explanation and a receipt or screenshot with sensitive payment details hidden.

Keep the purchased points unused while we investigate. Submitting a request does not guarantee approval.

05 Review and payment timing

We may check account, delivery, usage, security, and payment records and may request additional verification. If approved, refunds are normally returned to the original payment method. Provider processing times, exchange-rate differences, and provider fees are outside our control. Where a refund is unavailable, we may correct delivery or offer account credit when appropriate and lawful.

06 Chargebacks and payment disputes

Contact our support team before opening a bank or payment-provider dispute so we have an opportunity to resolve the issue. Fraudulent or abusive disputes may result in removal of related digital content and restriction of associated accounts. A genuine unauthorised charge should be reported to both us and your payment provider promptly.

07 Promotions and seasonal bonuses

Promotional or next-season bonus points have no separate cash value, are non-transferable unless expressly stated, and are not refundable. If a qualifying base purchase is refunded, reversed, or charged back, any related bonus may be cancelled or removed.

08 Changes to this Policy

We may update this Policy when our products, payment methods, or legal obligations change. The version in effect when you purchase will normally apply to that transaction, except where a later change is required by law or is more favourable to you.