Refunds

1. Requests and manual processing

The owner handles refunds manually; the website has no automated refund interface. Primary support: Discord. Official inquiries and claims: borisbazievv@mail.ru. If Discord is unavailable, use email.

To locate a transaction, provide the payment reference, date, amount and SteamID, describe the issue and the requested resolution. You may attach proof of payment with unnecessary banking details hidden. Do not send your Steam password, CVV, full card number, passport details or other unnecessary information.

Email requests do not require joining Discord. Lack of a paper receipt does not by itself prevent review when the transaction can be established by other evidence.

2. Missing, unused and spent shards

For confirmed payment without credits, the transaction is checked and crediting is corrected or a refund made, taking account of the purchaser’s lawful chosen remedy. Erroneous and duplicate payments are checked separately.

For unused shards, the purchase, remaining balance and request grounds are checked. A balance is not a cash deposit, but lawful cancellation or refund grounds remain available.

If shards have been spent or a hero unlocked, review covers the extent and quality of access, use and grounds for the claim. Spending alone is not an unconditional refusal. A justified refund may involve adjustment of the related balance or access consistent with its amount and grounds, without affecting unrelated purchases.

If the relationship is legally classified as a service and Article 32 of the Consumer Protection Law applies, cancellation is assessed with documented actual expenses related to performance. No arbitrary penalty or fixed deduction is imposed. The final classification of digital access requires legal review.

3. Timelines and payment of refunds

Requests are answered and justified refunds are fulfilled manually within no more than 7 calendar days from receipt of the request. Stricter mandatory legal requirements take precedence. A decision does not start a new seven-day period; reviewing the request does not extend the original deadline.

The applicable period depends on the legal grounds. Claims expressly covered by Article 31(1) of the Russian Consumer Protection Law have a 10-day period from submission; this is not a universal deadline for every digital purchase refund.

The seven-day period above is a contractual commitment and does not replace mandatory statutory deadlines. Any stricter mandatory requirement applies. Internal review, the decision and fulfillment of the refund must fit within the original applicable period.

For a justified refund, the owner arranges repayment against the original transaction through a permitted payment process. If that is impossible, a lawful secure alternative is agreed separately. Bank processing time is not a reason to disregard mandatory deadlines. No automated refund mechanism is claimed to operate now.

4. Purchaser rights

There is no blanket “digital goods are non-refundable” rule. Lack of on-demand cash conversion does not remove statutory refunds or remedies for defects or failure to provide access.

The applicant receives the decision with its grounds and may challenge a refusal under law. Approval of the contractual deadline does not complete review of the legal classification or establish full readiness for sales.