Refund Policy

This policy covers purchases from the Neutine Network store. Payments are handled by Tebex, which also has its own terms.

What you're buying

Store packages are digital items delivered to your account, usually within a few minutes. They include ranks, coins, pets, badges, chat colours, Discord roles and crew perks. Some last for a set time, and these end on their date. Crew perks belong to the crew and can't be moved to another one.

Check you have the right username before you pay. Purchases made for the wrong player can't always be moved.

Refunds

Because packages are delivered straight away, purchases are usually final once delivered, and you agree to this when you buy. This doesn't take away any right the law gives you.

We will look at a refund if:

• Your package never arrived, and we can't fix it
• You were charged twice for the same thing
• Someone used your payment details without permission

To ask, email our staff team with your username and transaction reference, as soon as you can.

If you are in the UK or EU

You normally have 14 days to cancel an online purchase. For digital content, that right ends once delivery starts, if you agreed to this before buying. If you haven't received your package yet, you can still cancel.

What happens after a refund or chargeback

When a payment is refunded or disputed, what you bought is taken back, including ranks, coins and perks.

Please contact us before opening a chargeback, as we can usually sort the problem out faster. Opening a false chargeback may lead to a ban.

If you are banned

Purchases aren't refunded when you are banned for breaking the Terms of Service or Community Guidelines.

Changes to the store

Prices and packages can change. If a feature you paid for changes or a season resets, that isn't a reason for a refund, unless the law says otherwise.