Your right to change your mind, when a refund is due, and how to ask for one.
Playing the game is free; only optional extras are sold, and none of them changes the balance of the game.
If you bought something and it has not been delivered yet, you can change your mind within fourteen days and have your money back. If you asked for it immediately, that right falls away — but your rights over something faulty stand either way.
As a consumer you have fourteen days to withdraw from a purchase of digital content, without giving a reason.
The period runs from the day after the payment completed. To withdraw, write to the e-mail address in the panel below; there is no particular form to use.
If you withdraw we refund the whole amount, by the means you paid with, within fourteen days at the latest.
The right to withdraw falls away when digital content is delivered immediately. That is the exception the law provides rather than a rule we invented.
So before any payment begins we ask you to agree expressly to two things: that you want delivery immediately, and that you understand this ends your right to withdraw. Without that agreement no payment is started.
We record your agreement and its date with your order; asked months later, the answer comes from that record rather than from what a page said at the time.
The same rules apply to a monthly subscription: if you agreed to immediate supply at the first payment, your right to withdraw for that period is given up.
Stopping a subscription is not a refund: the renewals stop and your membership runs to the end of the period you paid for. A period already begun is not refunded in part.
For a renewal taken by mistake, or a membership you never received, write to us: those are faults and they are refunded.
If what you bought does not work, is not as described, or never reached your account, your rights stand even once the withdrawal period has passed.
We try to put it right first; where we cannot, we refund. That is a right the law gives you and these terms cannot narrow.
If a payment was taken and nothing reached you, we do not wait to be asked: where our records show a payment with nothing against it, we refund it.
When a monument design asked for with Seals is produced successfully, the Seals are spent. Not liking the design is not a fault and is not a reason for a refund: every picture costs something to make. If the production fails, or the content is refused, no Seals are spent in the first place.
Seals you donate to an alliance purse count as spent and are not refunded: you cannot take them back if you leave or are removed from the alliance. If the alliance is disbanded, the Seals left in its purse go back to the donors who are still members at that moment, in proportion to what they gave.
If you remove something made with Seals yourself, or a moderator hides it because it breaks the game's content rules, the Seals spent on it are not refunded. An account that repeatedly asks for things that break the rules may have that product closed to it; the account's other rights and the Seals in its purse are not affected.
Write to the e-mail address in the panel below. Writing from your account's own address makes it quicker.
The order number or the date is enough; if you cannot find either, write anyway and we will find it.
We confirm that we have your request and tell you the outcome. Refunds go back to the card or method you paid with; your bank may take a few working days to show it.
If you do not recognise a payment, or something has gone wrong, please write to us first: most of it is settled the same day.
If you raise it with your bank directly the process runs outside us, and the purchase it concerns may be suspended on your account until it is resolved.
This is not a threat but how the process works: your right to raise it with your bank always stands.
ENOMOTIA