Before requesting a refund
If an item is missing, first sign into the same account used at checkout and allow the game to refresh its entitlements. Keep the Stripe receipt or checkout session reference. Do not send full card details.
Eligible requests
Contact us promptly for duplicate charges, an item that was not delivered, a materially incorrect item description, unauthorized payment, or another problem covered by applicable consumer law. Other refund requests may be reviewed case by case.
Digital content that has already been delivered or used may have different cancellation rights depending on your location and the consent presented at checkout. Nothing in this policy limits non-waivable statutory rights.
How to request help
Email support@bernstonegames.com with the subject “Purchase Support.” Include the game, account identifier or player name, purchase date, product, amount, currency, Stripe receipt/session reference, and the requested resolution.
Refunded or reversed purchases
When a payment is refunded, reversed, charged back, or identified as fraudulent, the related digital cosmetic, supporter status, pass, or ad-free entitlement may be removed. Play-earned points and competitive results are not sold and are not part of the refund value.
Processing time
Approved refunds are sent to the original payment method through the payment processor. Financial institutions control when the credit appears. We may request reasonable verification before changing an account entitlement.