01Digital items and your right to cancel
Everything in the store is digital and delivered to your Minecraft account straight after payment. Normally, people in the EU can cancel an online purchase within 14 days. For digital items that start straight away, that right ends once delivery has begun, as long as you agreed to that before paying.
When you check out, you are asked to agree that delivery starts immediately and that you lose the right to cancel once it has. That means a purchase that has been delivered is, as a rule, final.
This does not affect your rights when something is wrong with the purchase, which is what the rest of this page is about.
02When we do refund
- It was never delivered. If your items have not arrived within 72 hours and we cannot fix it, you get your money back.
- You were charged twice for the same order.
- We removed it. If we permanently remove a paid rank or item and cannot offer something of similar value, we refund it.
- A mistake on our side, such as a wrong price or an item that does not do what the store said it does.
03When we usually do not
- You changed your mind after the items were delivered.
- You have used up what you bought, such as a timed multiplier or opened crate keys.
- You were banned or muted for breaking the rules.
- A gift went to the wrong player because the username was typed wrong.
- The server was rebalanced and an item became weaker or cheaper.
If you bought something by accident and have not used it, email us within 48 hours. We look at those one by one and often say yes.
04If delivery is slow
Most orders arrive within a minute. If the server is offline or restarting, the order waits and is delivered once it is back. Your orders and their delivery status are on your account page.
If an order still shows as not delivered after an hour while the server is online, email us and we will sort it out.
05How to ask
Email support@playashfall.com with:
- the order number, from your account page
- your Minecraft username and Discord username
- what went wrong
We reply within 3 working days. Payments go through Tebex, so an approved refund is paid back by Tebex to the payment method you used. How long it takes to show up depends on your bank or payment provider, usually 5 to 10 working days.
When a purchase is refunded, the items are removed from the account they went to. For a gift, the money goes back to the buyer and the gift is removed from the player who got it.
06Chargebacks
Please talk to us before disputing a payment with your bank, PayPal or card provider. We can almost always fix things faster that way. If a payment is disputed, the items from that order are removed, and the account may be blocked from the store, and possibly the server, until the dispute is settled.
07Changes
This policy can change, and the date at the top shows when it last did. A change never applies to purchases made before it. See also the terms and the privacy policy.