Refund Policy

Legal

Overview

This Refund Policy explains your rights when you buy Blood (virtual currency) on the RustLords Sanctuary website, our voluntary refund offers, and how refunds work with Stripe. It supplements our Terms of Service and applies to consumers in the United Kingdom, European Union, and other regions where you may purchase from us.

Policy version: 2026-05-16-eu-uk

Trader / seller information

1) Your statutory rights (UK & EU)

If you are a consumer, you have legal rights in relation to digital content that is not as described, not of satisfactory quality, or not fit for purpose. These rights are not limited by this policy. Nothing here affects your mandatory consumer protections under UK law (including the Consumer Rights Act 2015) or EU consumer law where applicable.

• If digital content is faulty, you may be entitled to a repair, replacement, price reduction, or refund depending on the circumstances.
• Where mandatory law gives you a remedy, we will provide it even if a voluntary offer below does not apply.

2) Right of cancellation (14 days) and digital content

For distance contracts, consumers in the UK and EU normally have a 14-day right to cancel and receive a refund, unless an exception applies.

• Immediate supply of Blood: Blood is digital content supplied immediately after payment. At checkout you must confirm that you request immediate performance and acknowledge that you lose your statutory right to cancel once Blood is credited to your wallet, except where mandatory law or this policy still requires a refund (for example faulty content or our voluntary 48-hour offer below).
• After Blood is credited, cancellation rights under consumer regulations generally no longer apply to that purchase.

3) Voluntary 48-hour refund (unspent Blood)

In addition to your statutory rights, we offer a goodwill refund within 48 hours of a successful Blood purchase when you have not spent any Blood after that purchase was credited.

• The 48-hour period starts when Blood appears in your linked Steam wallet.
• If any Blood has been spent (store purchase, blueprint roll, or any other debit), this voluntary offer no longer applies to that transaction.
• You do not need to give a reason when both conditions are met.
• Refunds are processed to the original payment method via Stripe where possible, usually within 5–10 business days after approval.

4) Other refunds we may approve

We may also refund (outside the 48-hour voluntary window) when:

• You were charged twice for the same purchase (duplicate payment).
• Payment succeeded but Blood was not credited and we cannot fix your balance quickly.
• A confirmed technical fault on our side stopped delivery of an item you paid for with Blood.
• Statutory law requires a refund for non-conforming digital content.

5) What we do not refund

• Blood already spent or used to obtain in-game items or services.
• Change of mind after the voluntary 48-hour window or after any wallet debit (where cancellation rights have been validly waived).
• Gameplay results, wipes, or player error.
• Successful delivery when you were online and able to receive the item as described.
• Purchases on the wrong Steam account.
• Abuse, fraud, or repeated unjustified refund requests.

6) How to request a refund or raise a complaint

1. Contact us via Discord support (or the email shown in trader information above).
2. Include: Steam ID64, date/time of purchase (UTC), amount, Stripe receipt or payment reference, and what went wrong.
3. We aim to reply within 14 days for complaints and within a few business days for straightforward refund requests.

7) EU online dispute resolution

If you are in the EU, you may use the European Commission’s Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr. We are not obliged to use alternative dispute resolution but will consider complaints in good faith.

8) Chargebacks and payment disputes

Please contact us before disputing a charge with your bank or card issuer. Unjustified chargebacks may lead to account restrictions and removal of Blood balances.

Last updated: 16 May 2026