Cancellation & Refund Policy

1. What this policy covers

1.1 This policy explains when a payment you make to us for the Game can be cancelled or refunded, and how to ask. It sits alongside our Purchase Terms and forms part of them. It does not replace them, and it does not cut down any right the law gives you (see clause 9).

1.2 Words with capital letters — Account, Character, Membership, Membership Credits, the Game, the Site — carry the meaning given to them in the Purchase Terms. We and us means Pixel Glitch Studios, the trader that operates the Game and the Site. You means the player who holds the Account.

1.3 The only thing we sell is Membership: one-off Membership Credits in durations of 7, 15, 30, 45, 60, 90, 180 or 365 days. The Game itself is free to play. This policy therefore only ever concerns a Membership purchase.

1.4 Availability. Membership is not offered for sale at the date of this policy. Nothing money-related can be bought while that is the case. This policy governs purchases made once Membership goes on sale.

2. Cancellation: there is nothing to cancel

2.1 Membership Credits are bought once. They add days to your Membership and then simply run out. Nothing renews automatically. We take no recurring payment, and we hold no payment credential that we could charge you with again — your card details are entered on the payment provider's own page and your card number never reaches us. We do keep the limited billing information the provider reports back to us — the card brand and its last four digits, the wallet or PayPal payer email, and the postal code and country — and your billing page lists these under "Payment methods". That is a record of what you paid with, not a stored means of payment: it cannot be used to charge you, and our Privacy Policy explains how we handle it. There is no subscription to cancel and no cancellation to make: if you buy nothing further, your Membership lapses on its own when the days run out and you are not charged again.

2.2 Cancelling a checkout before you pay. Starting a checkout does not charge you. A checkout you have started can be cancelled on the payment page. The link that takes you to the payment page is valid for 15 minutes from the moment it is created; once those 15 minutes have passed it can no longer be used to open a payment page. Those 15 minutes limit how long you have to begin paying, not how long the provider's own page stays open: if you have already reached that page, completing the payment there will charge you and credit your days even after the 15 minutes have run. If you close the payment page without completing it, no payment is taken and there is nothing to refund.

2.3 A payment is only taken when you complete the payment on the payment provider's own page. From that moment, clauses 3 to 5 apply.

3. If you live in the EU or the UK: your 14-day right to withdraw

3.1 Who this clause is for

This clause applies to you if you are a consumer resident in the European Union or the United Kingdom — that is, if you bought Membership for purposes outside your trade, business, craft or profession.

3.2 The right

You may withdraw from your purchase within 14 days, without giving any reason and without penalty. The 14 days run from the day the purchase is made. You do not have to justify the decision and we will not ask you to.

3.3 How to exercise it

Tell us before the 14 days are up. Any clear statement that you are withdrawing is enough — there is no special wording and no form you must use. The simplest routes are:

1. the support form on the Site, choosing the category "Billing"; or
2. an email to support@islesofcalamity.com.

It helps us act quickly if you tell us your Account display name, roughly when you bought, the amount, and whether you paid by card or PayPal — but a bare statement that you are withdrawing is legally sufficient and we will act on it. To meet the deadline, it is enough that you send your notice before the 14 days expire. You may use the form in clause 3.7 if you prefer, but you do not have to.

3.4 Instant access, and the waiver we do not currently ask for

Membership Credits are digital content, and they are supplied to your Account immediately — you can play as a member straight away.

The law allows a trader to ask you, before you pay, both to consent expressly to that immediate supply and to acknowledge that by doing so you lose your right to withdraw. Our checkout does not ask you for that consent, and you have not given it. The consequences are in your favour and we state them plainly:

1. your 14-day right to withdraw survives the instant access; and
2. using your Membership during those 14 days does not forfeit it; and
3. if you withdraw, you owe us nothing for the Membership days you have already used — we will not deduct them from your refund.

If we later add that consent step to the checkout, it will be put to you clearly before you pay, you will have to agree to it yourself, and this policy will be updated at the same time. Nothing here binds you to a waiver you were never asked for.

3.5 What we pay back, and when

We will refund everything you paid for that purchase. We will do it within 14 days of the day you tell us you are withdrawing.

We refund through the payment provider you used, back to the same payment method, and you will not be charged a fee by us for the refund. How long the money then takes to appear is set by that provider and your bank, not by us — we cannot speed that up and we will not promise you a date for it.

3.6 When the right does not apply

The right in this clause 3 does not apply where:

1. you are not a consumer resident in the EU or the UK — the right is a creature of EU and UK law and we do not extend it elsewhere (but see clause 4);
2. you bought for the purposes of a trade, business, craft or profession;
3. the 14 days have passed; or
4. you gave the express consent and acknowledgment described in clause 3.4 — which, as that clause says, our checkout does not currently ask for.

Nothing else forfeits it. In particular, playing the Game does not.

3.7 Model withdrawal form (optional)

You are free to copy this out and send it to us, but you do not have to use it — any clear statement will do.

1. To Pixel Glitch Studios, support@islesofcalamity.com:
2. I hereby give notice that I withdraw from my contract for the purchase of Membership Credits.
3. Ordered on: ______
4. Account display name: ______
5. Your name and address: ______
6. Your signature (only if you send this on paper): ______
7. Date: ______

4. Refunds if clause 3 does not apply

4.1 Outside the EU and the UK there is no general right to change your mind about digital content, and we do not grant one. Membership Credits are supplied immediately and are, as a rule, not refundable once bought.

4.2 We will nonetheless consider a refund, case by case and at our discretion, on these grounds:

1. Accidental duplicate purchase — you bought the same Membership twice in quick succession by mistake, and did not mean to stack the days.
2. A fault on our side — you paid for Membership and, because something on our end went wrong, you did not get what you paid for.
3. An unauthorised payment — someone paid using your payment method without your permission. See also clause 8.

4.3 A refund under this clause 4 is a discretionary decision, not an entitlement. Granting one does not commit us to granting another, and we may decline. We will tell you the outcome either way.

5. What we will not refund

5.1 We do not refund:

1. In-game items, coins, Characters or progress. We never sold them to you for money. Items lost, traded away, lost on the Tideboard, lost on death, or lost to another player's scam are not refunded in money, because no money was paid for them.
2. Membership days we granted free of charge — a staff grant, a compensation grant or a trial. No money changed hands, so there is nothing to return. We may still remove such days if they were granted in error.
3. The Game itself. It is free to play; there is no purchase.
4. A change of mind, where clause 3 does not apply and clause 4.2 does not cover it.

5.2 We do not normally refund:

1. Membership days remaining when an Account is banned or muted for breaking the Game Rules. The sanction is the consequence of your own conduct; we do not treat it as a fault on our side.
2. Short interruptions, scheduled maintenance, or ordinary changes to worlds and features. A prolonged failure that stops you using what you paid for is a different matter, and falls under clause 4.2(2).

5.3 A limit we cannot get around. A refund is sent back through the original payment provider. If that provider will no longer refund the payment, we cannot refund it either, however much we might want to. Ask sooner rather than later.

5.4 Clause 5 is subject to clause 9. Where the law gives you a right to your money back, this clause does not take it away.

6. How to ask for a refund

6.1 Use the support form on the Site and choose the category "Billing". You can also email support@islesofcalamity.com.

6.2 There is no refund button in your Account. Refunds are issued by our support staff, by hand, after they have looked at the purchase.

6.3 Tell us: your Account display name, when you bought, the amount, the duration you bought, whether you paid by card or PayPal, and what happened. If you are withdrawing under clause 3, say so — you need not explain why.

6.4 If you are asking under clause 3, clause 3.5 sets the deadline we work to. If you are asking under clause 4, we do not promise a decision by a fixed date, and we will not pretend otherwise; we aim to answer promptly and we will tell you the outcome.

7. What happens when a refund is issued

7.1 The days go back too. If we refund a purchase, we normally remove the Membership days that purchase bought. The number of days we remove is decided by the member of staff who issues the refund and is recorded with it; it is never more than the number of days the purchase granted. Where we refund only part of a payment, the days we remove are a matter for that same decision rather than a fixed proportion of the amount refunded — we do not calculate them automatically, and we will tell you how many days we have removed.

7.2 Removing days shortens the date your Membership runs to by that number of days. If that brings the date into the past, your Membership ends immediately — including where you had already used some of those days.

7.3 Your Account, your Characters and your progress are not deleted by a refund. You keep playing; you simply stop being a member. Anything a member could do that a free player cannot will stop being available.

7.4 Days removed by a refund show up in your membership history — on the billing site you reach from your Account — as a negative entry marked "Refund", dated when the refund was issued and shown with its payment reference. That history is listed newest first, so the entry appears at the top of the list rather than beside the purchase it reverses. We keep the full record of the refund itself, including the amount and the payment reference; ask us under clause 6 and we will tell you what it says.

8. Unauthorised payments and disputes with your provider

8.1 If a payment was made with your card or PayPal account without your permission, tell us (clause 6) and tell your bank or payment provider. Your provider has its own legal duty to you over unauthorised payments, and that duty is independent of this policy.

8.2 If you dispute a payment directly with your bank or PayPal rather than with us, that dispute runs under that provider's rules and its decision is theirs, not ours. We would rather you came to us first — it is usually faster — but you are not required to.

8.3 If you think someone else has access to your Account, change your password, review and revoke your active sessions, and turn on two-factor authentication from your Account settings.

9. Your statutory rights

9.1 If you are a consumer in the EU or the UK, the rights the law gives you cannot be signed away — not by this policy, not by our Purchase Terms, not by our Terms of Service, and not by any limitation or exclusion in them. Where anything in our documents gives you less than the law requires, the law wins and the clause does not apply to you.

9.2 That includes your right to a remedy if digital content we supply is faulty, not as described, or not fit for purpose. This policy is about cancellation and refunds; it says nothing that reduces those rights.

9.3 Consumers elsewhere, including in California and the rest of the United States, keep whatever rights their own local law gives them, for the same reason.

10. Governing law

10.1 This policy and any dispute arising out of it are governed by the laws of the State of California and the applicable federal law of the United States, and the courts of California will have jurisdiction.

10.2 Clause 10.1 does not deprive you of the protection of the mandatory consumer law of the country in which you live. If you are a consumer in the EU or the UK, you keep those protections and may bring proceedings where your local law allows.

11. Changes to this policy

11.1 We may change this policy. The version that applies to a purchase is the version published when you made it; a change is not applied backwards to a purchase you have already made.

11.2 Where a change follows a change to how payment actually works — for example if we introduce a recurring payment, or add the consent step in clause 3.4 — the policy is updated when that change goes live, and not before.

12. Contact

12.1 Anything about a payment, a cancellation or a refund: support@islesofcalamity.com, or the support form on the Site under the category "Billing".

12.2 Operator: Pixel Glitch Studios. We do not currently publish a postal address; a business mailing address will appear here once the studio establishes one. Until then, contact us at support@islesofcalamity.com..

This policy forms part of our Purchase Terms and should be read with our Terms of Service and the Game Rules.