Refund Policy

Refunds and cancellation

This section applies to purchases of ranks, cosmetics, virtual currency and in-game items from SavageWilds, including products no longer listed in the store. It provides contractual refund rights in addition to statutory consumer rights. Nothing in this section limits rights that cannot lawfully be excluded.

You may request a refund within 30 calendar days after payment confirmation for unused paid products and the unused portion of virtual currency purchased with money. These 30 days are the period for submitting your request, not the time required to process or receive the refund.

Immediate delivery, automatic activation or crediting a product to your account does not, by itself, make an otherwise unused purchase ineligible for a refund under our voluntary 30-day refund policy. Any loss of a statutory cancellation right following immediate supply does not affect the separate contractual refund rights provided in this section. For the voluntary refund policy, a product is considered used when you actively use a purchased feature or command, manually equip a cosmetic, consume or redeem an item, spend virtual currency, or instruct an exchange or transfer of the purchased benefit. Merely joining a server, receiving delivery, having a rank automatically activated or displayed, or receiving an automatically applied benefit does not, by itself, count as use. The passage of time alone does not make an otherwise unused rank a used purchase. Spending part of a virtual-currency balance does not make the remaining paid units ineligible for a refund.

Unused ranks, including Lifetime ranks, qualify for a full refund if requested within 30 calendar days after payment confirmation. For a time-limited rank whose benefits have already been used, you may request a voluntary refund within the same 30-day period. We will calculate that refund proportionately using the actual price paid and the remaining access period from the date of your request.

Used Lifetime ranks do not qualify for a voluntary change-of-mind refund. These restrictions do not limit statutory rights concerning faulty, misdescribed or undelivered purchases, or the remedies for material changes or discontinuation provided in this section, which remain available after the voluntary 30-day period.

We account separately for purchased virtual currency and free, earned or bonus units. When you spend currency, eligible free, earned and bonus units are deducted first. Purchased units are then deducted in purchase order, starting with the earliest purchase.

Each purchase is recorded separately with its payment-confirmation date, number of paid units and actual amount paid after discounts. A refund for unused purchased currency is calculated for each purchase by multiplying its remaining paid units by the actual amount paid divided by the number of paid units originally purchased. The voluntary 30-day request period applies separately to each purchase and is not restarted by a later purchase.

Free, earned and bonus units have no separate refundable value and are excluded from the paid-unit calculation. Associated unused bonus benefits may be removed when the underlying purchase is refunded. On request, we will provide a breakdown identifying the purchases, remaining paid units and amounts included in your refund. The same purchase value cannot be refunded twice. These calculation rules do not restrict any greater remedy required by applicable law.

Where applicable law provides a statutory cancellation right, you normally have 14 days after the day the contract is concluded to cancel without giving a reason.

For digital content not supplied on a physical medium, this right is lost once supply begins only if you previously gave express consent to immediate supply and acknowledged that you would lose that right. We obtain this through a separate checkbox that is not preselected and is distinct from general acceptance of these Terms. Your consent and acknowledgement are confirmed in the order confirmation email.

For services, starting performance during the cancellation period requires your express request. Your request and any acknowledgement concerning loss of the cancellation right after full performance are recorded separately from general acceptance of these Terms and confirmed in the order confirmation email. The statutory cancellation right is lost only after full performance, provided the legally required request and acknowledgement have been obtained. If you cancel before full performance, we may charge only a lawful, proportionate amount for the service actually provided.

If these requirements are not met, your statutory rights remain available as required by law. Immediate supply does not remove the separate 30-day refund rights or remedies for faulty, misdescribed or undelivered purchases described in this section.

Contact us if a purchase has not arrived within the delivery period stated before payment. We will check the payment and delivery records and, where appropriate, retry delivery or correct a technical error without additional cost.

Products requiring the specified Minecraft nickname to be online may remain queued until that player joins the relevant server. This requirement must be disclosed before purchase. A pending queue does not remove your cancellation and refund rights under Section 8. The voluntary 30-day refund request period does not limit those rights or allow us to retain payment indefinitely for an undelivered purchase.

We will notify you of a material delay and agree any extension with you. If delivery is impossible, we refuse delivery or fail to meet an agreed additional deadline, you may cancel the affected purchase for a refund. Any right to cancel immediately under applicable law remains unaffected. A different entitlement or store credit will be provided instead of a refund only with your agreement.

We will refund duplicate charges, excess amounts charged and payments collected for orders we do not accept.

Check the Minecraft nickname, product, game mode and quantity before paying. Contact support promptly if you notice a mistake. Where delivery has not completed and ownership can be verified, we will make reasonable efforts to correct the order.

A customer error does not prevent a refund for an unused purchase that meets our 30-day refund conditions. If the product has already been used or consumed, a voluntary refund may no longer be available.

Where SavageWilds caused the error, we will correct it without additional cost or provide the refund or other remedy required by this section and applicable law.

If digital content is faulty, unfit for its agreed purpose or inconsistent with its description, or a service is not provided with reasonable care and skill, we will provide the remedy required by applicable law. Depending on the circumstances, this may include repair, replacement, repeat performance, a price reduction or a refund.

If we discontinue a paid service or materially remove a purchased benefit that we cannot restore, we will refund the unprovided part or offer an alternative that you may choose to accept. This includes unused purchased currency that can no longer be used and the remaining period of time-limited access. For a Lifetime rank, we will assess an appropriate price reduction or refund based on the promised benefit and what was supplied, without applying an undisclosed expiry date.

The voluntary 30-day request period and unused-product conditions do not limit your statutory rights concerning faulty, misdescribed or undelivered purchases. Such claims may be submitted within the periods allowed by applicable law and are not subject to a requirement to notify us within 30 days after discovering the problem. The remedies provided in this section for material changes or discontinuation also remain available after the voluntary 30-day period. Ordinary maintenance, game balancing and third-party failures do not remove our obligations concerning paid purchases.

A suspension or ban does not automatically create a refund right for products already used. Equally, a ban, account closure or termination does not automatically cancel an otherwise valid refund claim under this section.

Closing an account does not start a new 30-day request period. Refunds may still be requested through support after account access ends.

Email support@savagewilds.net with your order ID, if available, payment email, Minecraft nickname, purchase date, product and requested refund. If reporting a problem, explain what happened and attach relevant evidence where available. Never send a complete card number, security code or password.

We may request reasonable information to verify the purchaser, identify the payment or assess the request. Missing an order ID does not invalidate a request if the payment can otherwise be identified. A request submitted within the applicable period remains timely while reasonably necessary supporting information is obtained.

For statutory cancellation, any clear statement that you wish to cancel is sufficient; no particular form is required. Stop using the benefits for which you request a voluntary refund. We may temporarily disable those benefits while reviewing the request.

We will acknowledge your request within two business days, provide a decision within five business days after receiving the information reasonably needed to assess it, and initiate an approved refund within five business days after approval. We will explain any refusal.

These periods do not extend a shorter deadline required by law. Where statutory cancellation applies, reimbursement will be made without undue delay and no later than 14 days after we are informed of your decision to cancel.

Refunds are returned to the original payer using the original payment method unless another lawful method is expressly agreed without additional cost to you. We do not charge administration or processing fees for refunds or require you to accept store credit. Your bank or payment provider may need additional time to post the refund.

Refunded items, ranks, currency and associated benefits may be removed or disabled. Removal will be limited to the refunded purchase and benefits derived from it.

For this section, business days are Monday to Friday, excluding public holidays in England and Wales.

If you do not recognise a payment, secure the relevant account and contact your card issuer promptly. You may also contact us so we can preserve and review payment and delivery records.

For ordinary purchase disputes, please contact support first so we can investigate. This does not restrict your rights with your bank or payment provider or require you to miss their deadlines. Opening a payment dispute does not itself invalidate an otherwise valid claim, but the same payment cannot be recovered twice through both a refund and a chargeback.