DESTAN GAME
Refund and Cancellation Policy
Draft · legal review pending This text describes how the product works today. Its legal review has not been completed yet, so it is not the final version.
Scope
Payments, Cash and the Store are not open yet: at present nothing can be bought, so there is nothing to refund. This policy explains how payments, Store purchases and refunds will work once they open.
This policy covers two kinds of transaction: buying Cash with real money (a “payment”) and buying products from the Store with Cash (a “Store purchase”). The general rules for Cash are in the User Agreement.
The status names in this policy are the ones you will see in your payment history and your purchases once these services open.
Information before purchase
For every purchase made with real money, the following information is shown before you confirm the order:
- The name of the product and its nature as a digital product.
- The total price, including taxes and any additional charges.
- How and when delivery will be made.
- Any period of use of the product.
- The refund and withdrawal conditions.
- The contact channel you can use for support.
Buying Cash
- You choose a package on the Cash Packages page. The price and any coupon discount are calculated by the server; the order summary shows the amount you will pay and the Cash that will be added to your account.
- You create the order by accepting the Terms of Use and this policy. The order receives a reference number starting with PAY-, which you can use when contacting the support team.
- You are taken to the Payment Service Provider's secure payment page. You enter your card or payment details only on that page; your bank may ask for 3-D Secure verification.
- When the payment provider confirms the payment, the order is completed and the Cash is added to your account. The result is taken from the payment provider's verified notification, never from your browser's address bar.
Even if the payment provider sends more than one notification for the same payment, Cash is added to your account only once.
Cash cannot be bought while the payment infrastructure is not connected; this is shown clearly on the payment pages and the purchase buttons are disabled.
Payment statuses
The current status of every order is shown under Payment History. Here is what each status means and how it affects your Cash balance:
| Status | Meaning | Effect on your Cash balance |
|---|---|---|
| Awaiting payment | The order has been created; the payment has not yet been completed on the payment provider's page. | No change. |
| Awaiting verification | The payment provider is waiting for an extra verification step, such as 3-D Secure, to be completed. | No change. |
| Processing | The payment provider has received the payment but has not reported the final result yet. | No change; the result is pending. |
| Completed | The payment has been confirmed. | The package's Cash, including any bonus, is added once. |
| Failed | The payment was declined or the verification could not be completed. You are not charged. | No change. |
| Canceled | The order was canceled before any payment was made. | No change. |
| Expired | The time to pay ran out before any payment was made. | No change. |
| Refunded | The payment has been refunded. | The Cash added by this order is deducted from your balance. |
You can complete or cancel an order that has not been paid yet by returning to the payment page before it expires.
Store purchases
When you buy a product in the Store, its price is deducted from your Cash balance and the product is passed to the game service for delivery. Even if the same purchase request is repeated, the Cash is deducted only once.
| Status | Meaning |
|---|---|
| Processing | The price has been deducted from your Cash balance; the delivery request is being passed to the game service. |
| Awaiting game service | The delivery is waiting for the game service. You can cancel a purchase in this status, and the Cash you spent is added back to your balance. |
| Delivered | The game service has confirmed the delivery. Only a confirmation from the game service leads to this status. |
| Not delivered | The game service refused the delivery; the Cash you spent is added back to your balance automatically. |
| Cash refunded | The purchase was reversed and the Cash you spent was added back to your balance. |
- You can cancel a purchase that is waiting for the game service under My Purchases; the Cash you spent is added back to your balance.
- If the game service refuses the delivery, the Cash you spent is added back to your balance automatically.
- A delivered product cannot be turned back into Cash on the site; if there is a problem, you can write to the contact e-mail address given in the Privacy Policy.
- Products redeemed with a code involve no Cash, so no Cash refund applies to them.
Undelivered products
If a product whose payment has been confirmed was not delivered to your account, the delivery is completed; if delivery cannot be made, the amount you paid is refunded in accordance with the law.
In such a case, write to the contact e-mail address given in the Privacy Policy and include the order reference.
Duplicate charges
If you were charged more than once for the same order, the extra amount is refunded. A duplicate charge is verified from the payment records; giving the order reference and the dates of the charges speeds up the review.
Defective service
If the digital product or service you bought does not match the characteristics shown before purchase, the elective rights that consumer protection legislation gives you are reserved. This policy does not limit those rights.
Requesting a refund
If you want a refund for a completed payment, write to the contact e-mail address given in the Privacy Policy.
- In your request, give the order reference (the number starting with PAY-) and the reason you are asking for a refund.
- Once the request is recorded, the order shows that a refund request is under review. No money or Cash moves at this stage.
- The support team reviews the request and sends you the outcome as a notification.
- If the request is accepted, the refund is made through the Payment Service Provider; when it is complete, the order is marked as “Refunded”.
| Status | Meaning |
|---|---|
| Refund requested | Your refund request has been recorded and is being reviewed by the support team. No money or Cash moves at this stage. |
| Refunded | The refund was made through the payment provider; the Cash added by this order was deducted from your balance. |
| Refund request declined | The refund request was not accepted; the order stays completed and your Cash balance does not change. |
Right of withdrawal
The consumer's right of withdrawal in distance contracts, and the exceptions to that right, are governed by the consumer protection legislation in force. The Service Provider does not apply an unconditional “no refunds” rule.
Where the purchase concerns digital content or a service performed instantly for which the law provides an exception to the right of withdrawal, that exception applies only if you were clearly informed about it before the purchase and you separately gave the approval the law requires. If these conditions are not met, you can exercise your right of withdrawal within the period and by the procedure set out in the law.
The information about the right of withdrawal is part of the pre-contractual information shown before you confirm the order.
How a refund affects your Cash balance
When a payment is refunded, the Cash it added to your account (including any bonus Cash) is deducted from your balance. This movement is shown under Payment History and Account Activity, and you receive a notification.
If some or all of that Cash has already been spent, your balance may become negative. In that case, your next Cash top-up first covers the shortfall, and you cannot spend in the Store until your balance is sufficient again.
Payment disputes started through your bank or card issuer are handled in the same way once the Payment Service Provider reports them as refunds. Refunded payments are also deducted from the Baron ranking.
Payment problems
- If your payment was declined or 3-D Secure verification could not be completed, the order fails; you are not charged and no Cash is added. You can try again by creating a new order.
- If the payment provider has not reported the final result yet, the order shows as “Processing”; you do not need to create a new order in the meantime.
- If you have been charged but your order was not completed, write to the contact e-mail address given in the Privacy Policy and include the order reference. If the payment provider confirms the payment later, the Cash is added to your account even if the order is in a different status by then.
Sanctioned accounts
A sanction on your account does not remove your statutory rights regarding your payments or your consumer rights. A refund or payment request from a sanctioned account is assessed on the actual records and the concrete facts.
Payment disputes and reports of unauthorized transactions
Card disputes and reports of unauthorized transactions are handled under the procedure set by the payment institution and by the law. Exercising a statutory right to dispute is not, by itself, bad faith and is not, by itself, a reason for a sanction.
A payment refunded as the result of a dispute is processed as explained in the “How a refund affects your Cash balance” section. Obtaining an unfair gain through a false transaction report, however, is assessed separately under the fraud rules in the Community Rules.
Receipts
For every completed payment you can view and print a receipt under Payment History. Receipts of payments that were refunded later remain available too.
Contact
For questions about payments and refunds, you can write to the contact e-mail address given in the Privacy Policy.