Refund Policy

This policy covers purchases made in the Starfire store. Purchases are processed by our payment provider, who is the merchant of record - they are the seller for the transaction, and refunds are ultimately issued by them. We will help you at every step.

Your statutory rights come first

Nothing in this policy limits rights you have under consumer law. If your local law gives you a stronger right to a refund than what is described here, that law wins.

UK and EU: the 14-day right of withdrawal

If you are a consumer in the UK or the EU, you normally have 14 days to withdraw from a distance purchase and get your money back.

Digital content is a specific case. When you buy credits and immediately spend them, you are asking for the content to be supplied at once, and at checkout you consent to that supply beginning immediately and acknowledge that you lose the right of withdrawal once it has been fully supplied. In practice:

• Unspent credits - the content has not been supplied, so the 14-day right still applies. We will refund them.
• Credits you have already spent - the content has been supplied, so the withdrawal right no longer applies to that part. We may still refund at our discretion, and often do.

Our own policy, beyond that

We will refund

• Unspent credits, within 30 days. No reason needed. The credits are removed from your account.
• Anything you did not receive. If a payment succeeded and the credits or item never arrived, that is our problem to fix - tell us and we will either deliver it or refund it.
• Duplicate charges for the same purchase, always.
• Purchases you did not authorise. Contact us immediately and change your password. We will investigate and work with the payment provider.
• Purchases made by a child without a parent's permission, where the account holder is under 18. Contact us.

We generally will not refund

• Credits you have already spent, or the items and services they bought. A character rename that has been applied has been supplied.
• Purchases on an account closed for breaking the Rules of Conduct. This is deliberate: refunding purchases to accounts closed for cheating or abuse would make enforcement meaningless.
• Regret about a game balance change. We may rebalance the game, and that is part of playing a live game rather than a defect.
• Purchases older than 30 days, other than where the law requires it.

If we close the game

If we discontinue Starfire, we will stop selling credits and give reasonable notice before we do, so nobody buys something they cannot use. See the Terms of Service.

How to request a refund

1. Email support@starfiremud.com from the address on your account.
2. Include the approximate date, the amount, and the transaction reference from your receipt if you have it.
3. Tell us briefly what went wrong.

We aim to reply within three business days. Approved refunds go back to the original payment method and typically appear within 5 to 10 business days, depending on your bank.

You can also contact the payment provider directly using the details on your receipt - they are the merchant of record and can process a refund without us.

Please do not start a chargeback first

A chargeback is slower for you than asking us, and it automatically closes the account it relates to while the dispute runs - which means losing access to characters over something we would very likely have just refunded. Ask us first. If we get it wrong, the chargeback is still available to you.

Contact

Azurite Solutions LLC, Arizona, United States · support@starfiremud.com