Refund Policy

1. Your legal rights

If you are a consumer in the UK, the law gives you rights that this policy can't take away:

• Digital content must be as described, fit for purpose and of satisfactory quality (Consumer Rights Act 2015). If it isn't, you're entitled to have it repaired or replaced, or, if that isn't possible or doesn't happen within a reasonable time, to a price reduction, which can be a full refund.
• Right to cancel. You normally have 14 days to cancel an online purchase. For digital content like points, that right ends once the content has been supplied, provided you agreed to immediate supply and acknowledged you would lose the right. When you buy points, you tick a box asking us to add them to your balance straight away and acknowledging this, so once your points have been added, the legal right to cancel no longer applies. We still offer the refunds below.

2. Points top-ups (buying points with money)

• Unspent top-ups. If you haven't bought anything in the shop since a top-up, you can ask for a full refund of that top-up within 14 days of buying it. We refund the full amount to the card or payment method you used, and remove the points it added.
• Once you have spent points after a top-up, that top-up is no longer refundable, except under your legal rights or the other sections of this policy.
• If a top-up was charged but the points never reached your balance, contact us: we will either add them or refund the payment in full.
• If you were charged twice for the same top-up by mistake, we will refund the duplicate.
• Discount codes reduce the price you pay; a refund is of the amount you actually paid.

3. Shop purchases (spending points)

Buying something in the shop exchanges points for a virtual item that is delivered into the game. Because it is used in the game as soon as it arrives, shop purchases are final once delivered, except that:

• Wrong purchase, not yet delivered. If you bought something by mistake and it hasn't been delivered yet (for example, you weren't online), tell us within 24 hours and we will cancel it and return the points.
• Not as described or not working. If an item doesn't match its description in the shop, or doesn't work because of a fault on our side, we will fix or replace it, or return the points. If you paid money for the points and can't use them for anything else you want, we will refund that money instead where the law entitles you to it.
• Rollbacks. If we roll a map back and that removes something you bought during the time that was lost, we will deliver it again or return the points.

4. Delivery problems

If a shop delivery doesn't arrive or arrives incomplete (for example, your inventory was full), tell us within 7 days of the purchase. We check every claim against our delivery records. If the delivery failed, we will deliver the missing items or return the points. If the records show it was delivered in full, we treat it as delivered.

5. What we don't refund

Beyond your legal rights and the cases above, we don't give refunds, points or replacements for:

• items, creatures or structures lost in normal gameplay: deaths, raids, theft, decay, taming or breeding outcomes, or bad luck;
• problems caused by the game itself, game updates, mods, Epic or Discord outages, or your own device or connection;
• short periods when a map or the cluster is offline;
• changes to rates, prices, the shop's contents, points rates or promotions (a later price drop or sale doesn't entitle you to the difference);
• points or items you lose because you were suspended or banned for breaking our Terms of Service or server rules;
• points earned by playing, weekend or promotional bonuses, giveaways, compensation and free kits, which have no cash value;
• creatures that need an expansion or DLC you don't own, where the shop marked that requirement; or
• purchases you simply changed your mind about after delivery.

6. Purchases by under-18s

Anyone under 18 needs a parent's or guardian's permission to buy points. If a child made a purchase without permission, the parent or guardian should contact us as soon as possible. We will look at each case fairly and, where the points haven't been spent, will normally refund it.

7. Chargebacks and payment disputes

Please contact us before disputing a payment with your bank; it's usually quicker. If a payment is disputed, we may suspend your access to the shop and remove the points that payment added while the dispute is open. If the dispute is decided in your favour, you won't be charged twice for anything. Filing a dispute for a payment you did make, for points you received, breaks our Terms of Service and can lead to a ban.

8. If Arkade closes

If we close Arkade permanently, or stop selling points, we will give at least 30 days' notice in our Discord server and on arkade.site so you can use your points. Where the law requires it, we will refund points you bought and haven't used. Points earned by playing and bonus points are not refunded.

9. How to ask for a refund

Email support@jrd-ops.com or contact us through our Discord server at discord.gg/ArkadeASA. Please include:

• your Discord username and in-game character name;
• the date and amount of the payment, and the email address on your Stripe receipt (for top-ups);
• what you bought and what went wrong.

We aim to reply within 3 working days. Approved refunds of money are made to the original payment method through Stripe, normally within 5 working days of approval, though your bank may take up to another 10 working days to show it. Returned points are added to your balance straight away.