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Refund Policy

Refund Policy

Last updated: 2026-05-20 · Based on the Consumer Defense Code (Law 8,078/90), Arts. 49 and 18

Right of Regret (CDC Art. 49): Purchases made over the internet may be canceled within 7 (seven) calendar days from payment confirmation, provided the digital product has not yet been consumed.

1. When a refund IS granted

  • Duplicate payment: The system charged twice for the same purchase. Full refund for the second charge.
  • Technical failure in crediting: Payment was approved, but the Coins were not delivered and support was unable to resolve the issue within 7 days.
  • Right of regret within 7 days: The Player requested a refund within 7 days of purchase AND the acquired Coins are fully intact (current balance ≥ purchased Coins).
  • Unrecognized charge (suspected credit card fraud): The case is investigated and, if fraud is confirmed, a full refund is issued along with a ban on the involved account.

2. When a refund is NOT granted

  • Coins already spent (partially or fully) within the Server. As per established policy for consumable digital goods, once used, the Coin is considered a delivered and consumed product.
  • Ban for cheating, hacking, or toxic behavior: By violating item 6 of the Terms of Use, the Player forfeits the right to a refund for unused Coins (item 6).
  • Requests made after 7 (seven) days from payment confirmation.
  • Proven bad faith: A pattern of intensive use followed by a refund request (e.g., buying, using 80% of the package in 1 hour, and requesting a refund). Log analysis verifies consumption.
  • Improper chargeback: Disputing the charge with the credit card company after the Coins have been delivered and consumed constitutes an attempted fraud and will result in a permanent ban with no right to repurchase.

Good-faith analysis: The Platform maintains a detailed history of all transactions, credits, and expenditures on the Server (immutable logs with timestamps). Requests are evaluated based on these records.

3. Server Wipe Rules (Reset)

When the server undergoes a wipe (progress reset):

  • In-game accumulated coins are reset to zero.
  • Purchases of coins and bases made within the last 10 (ten) days prior to the wipe will be fully reimbursed in coins (server credit).
  • VIP and Queue Skip benefits are not lost in the wipe and remain active until they complete their standard 30-day duration.

4. How to request a refund

  1. Open a ticket on our Discord (link in the website footer).
  2. Provide:
    • Your SteamID64 (17 digits).
    • The Mercado Pago Payment ID (received in the confirmation email).
    • A detailed reason for the request.
    • Additional proof (screenshots, chat history) if applicable.
  3. The team will review the request within 5 (five) business days.
  4. If approved, the refund will be processed via Mercado Pago within 14 business days (banking processing time, outside of our control).
  5. If the purchase involved a bonus package, the refund amount will correspond to the amount paid—not the commercial value of the bonus Coins.

5. Partial refund

We do not offer partial refunds. Either the entire order qualifies and is refunded, or the request is denied in full.

6. Recidivism / Repeated Requests

Players requesting good-faith refunds for various reasons will be reviewed. A repeated pattern (3+ requests within 30 days) may result in a ban on new purchases using that SteamID/card for up to 90 days.