Refund and dispute policy

Subscriptions are billed monthly in advance. You can request a refund of the most recent charge within 7 days of that charge if the game account has not logged in to any realm during that billing period. Write to guineveressoftware@gmail.com from the email address of your portal account, naming the game account; refunds are made to the original payment method and usually appear within 5 to 10 business days.

Charges older than 7 days, and periods in which the account was used, are not refunded. Cancelling a subscription stops future charges but does not refund the current period (see the cancellation policy).

Disputes

If you believe a charge is wrong - a duplicate, a charge after you cancelled, or an amount that does not match the price shown - contact us first at guineveressoftware@gmail.com. We check the payment record and the account's login history and answer within two business days. If we made the mistake we refund the charge in full.

If you open a dispute with your card issuer instead, the game account tied to that charge is deactivated while the dispute is open, and reactivated if the dispute is resolved in your favour or the charge is paid again.

Deactivated accounts

An account whose subscription has ended is deactivated, not deleted. Characters and progress stay in place and become available again when the subscription is renewed. We may remove accounts that have been deactivated for more than 12 months.