Refund Policy

What you are buying

Crystals are a digital in-game currency, delivered to your Gembound Arena account immediately after your payment is confirmed. They have no cash value, cannot be transferred between accounts, and cannot be converted back into money or into any other currency in the game.

Everything Crystals buy — heroes, cosmetics, the Battle Pass — is a digital good delivered instantly.

Who takes your payment

Payments are processed by Xsolla, acting as the merchant of record. Xsolla — not us — is the seller on your receipt and your card statement, and Xsolla's own Terms of Use and refund terms apply to the transaction. We deliver the Crystals; Xsolla holds the money.

Right of withdrawal (EU / UK)

For digital content delivered immediately, EU and UK consumer law lets you waive your 14-day right of withdrawal in exchange for instant delivery — and once the content is delivered, that waiver means the withdrawal right no longer applies. Xsolla's checkout captures this consent at the point of purchase.

Waiving the statutory withdrawal right does not affect your rights where a purchase was faulty, never delivered, or made without your authorisation. Those cases are covered below and we honour them regardless of how long ago the purchase happened.

When we will refund

Beyond your statutory rights, we ask Xsolla to refund a Crystal purchase when all of the following are true:

1. The purchase was made within the last 14 days; and
2. The Crystals from that purchase are still unspent on the account (we can see this — the account's Crystal balance has not dropped below what that purchase delivered); and
3. The purchase was not part of a pattern of repeated buy-and-refund activity.

We will also refund, without the conditions above, when:

• Crystals were charged for but never delivered. This should not happen — delivery is automatic and retried — but if it does, tell us and we will either deliver the Crystals or refund the charge, your choice.
• The purchase was unauthorised (for example, a child or another person used your payment method without permission), subject to Xsolla's verification.

When we will not refund

• Crystals that have already been spent. Heroes, cosmetics and Battle Pass levels are delivered the moment you buy them, and we do not take them back — so we cannot refund the Crystals that paid for them.
• Accounts suspended for cheating or abuse. A ban does not entitle you to a refund of past purchases.
• Regret about an in-game purchase you made with Crystals. Crystal spends inside the game (a hero, a cosmetic, a Booster Pack) are final. This policy covers buying Crystals with money, not spending them.
• First-purchase bonus Crystals. Your first Crystal purchase delivers double. A refund claws back the full delivered amount, bonus included — the bonus is part of what was delivered, not a separate gift.

Partial refunds

If Xsolla issues a partial refund, we claw back a proportional share of the Crystals that purchase delivered, rounded down in your favour.

Chargebacks

Please contact us first. A chargeback (disputing the charge with your bank or card issuer instead of asking for a refund) is slower and worse for both of us, and it has one automatic consequence:

• The Crystals from that purchase are removed from your account. If you have already spent them, your Crystal balance goes negative — we never take back heroes, cosmetics or Battle Pass progress you have already unlocked.
• Your account is blocked from making new purchases. It can still play, keep everything it owns, and earn Gold and Essence normally.

To lift a purchase block, settle the dispute with your bank and then email us. We do not un-block accounts with an unresolved chargeback outstanding.

How to ask

Email [email protected] with:

• your gamertag,
• the date and amount of the purchase, and
• the receipt or transaction id from your Xsolla confirmation email.

We aim to answer within 3 business days. You can also request a refund directly through Xsolla using the link on your receipt.

Changes

We may update this policy. The version that applies to a purchase is the version published on the day you made it.