In-Game Item Refund Policy:
We will refund any item purchased from the Astellia In-Game Cash Shop if you send a refund request within 3 days of purchase. You can submit your refund request to our customer support at support.astellia-mmo.com or sending an email to firstname.lastname@example.org. Include your name, username, email address, and information about the transaction.
Unfortunately, while we may process refunds on items, purchased from the Astellia In-Game Cash Shop, we reserve the right not to do so at our sole discretion. For instance, if you request an excessive number of refunds within a short period of time, we may refuse to refund those items in order to prevent abuse.
Items that are consumables, including but limited to:potions, buffs, and certain items that change your appearance, are not refundable once consumed
Game Pass Refund Policy:
- The Refund Request was submitted within 14 days of purchase and;
- The Game Pass has not been used to access or play on Astellia.**
* Game Pass: Game Package, or Subscription, which allows the user to access Astellia.
** Refund eligibility will be void if the Game Pass is used to access or play on Astellia after the Refund Request has been submitted, but not yet processed.
** Access is defined as: beginning at the moment which a character has been created.
We do not offer refunds on Subscriptions if a Package is subsequently purchased.
BENA Cash Refund Policy:
We do not issue refunds for digital products once the order has been confirmed and the BENA Cash virtual currency transferred. We issue refunds only in technical cases of force majeure, where the virtual currency could not be sent to your wallet. The transaction history prevails.
For EU Residents:
Your Right of Withdrawal
If you live in the EU, you may have certain rights by law with regard to withdrawal from certain purchases made online. Please read the following for more information on exercising these rights.
Right of Withdrawal and Purchase of BENA Cash Virtual Currency and Game Pass
The purchase of BENA Cash virtual currency or Game Pass does not give rise to the right of withdrawal in accordance with the provisions of Article 16 of European Directive 2011/83/EU of 25 October 2011.
Conditions, Period, and Methods of Exercise
If you sign an agreement, you will have the right to withdraw without giving any reason within 14 days. The withdrawal period expires 14 days after the day of the conclusion of the agreement.
This right of withdrawal does not apply to online digital content, if you have already started downloading or streaming it and you agreed that you would lose your right of withdrawal by starting the performance.
To exercise the right of withdrawal, you must notify us of the following information:
- Your name
- Your geographic address, and
- Where available, your telephone number, fax number, and e-mail address;
You must also notify us of your decision to withdraw from the contract by means of an unambiguous declaration. You can use the withdrawal form template provided below, but it is not mandatory.
You may also complete and submit the model withdrawal form or other unambiguous declaration on our website at support.astellia-mmo.com or via email at email@example.com. If you use these options, we will send you an acknowledgment of receipt of the withdrawal without delay by email.
In order for the withdrawal period of 14 days to be respected, it is required that you transmit your communication relating to the exercise of the right of withdrawal before the expiry of this period. In all cases, the burden of proof for this exercise rests with you.
Effect of Withdrawal
In the event of your withdrawal from the agreement, we will refund all payments received from you without undue delay and, in any event, no later than 14 days from the day we are informed of your decision to withdrawal of the contract.
We will proceed with the refund using the same method of payment that you used for the original transaction. Another way can be used, but only with your express agreement. In any case, this refund will not cause you any expense.
Model Withdrawal Form
I hereby notify you of my retraction of the contract for the sale of __________ below:
- Date Ordered: __________
- Name of the Consumer: __________
- Consumer Address: __________
- Signature of the Consumer : __________
(only if sending via paper form)
- Date: __________