Refund Policy

Last updated: April 28, 2026

1. Digital Product Nature

SURGE products are digital goods or digital services. Because delivery usually starts immediately after payment, purchases are generally non-refundable once the product has been delivered, activated, consumed, assigned, or otherwise fulfilled.

2. When We May Refund

We may issue a refund, full or partial, where one of the following applies:

• You were charged more than once for the same order.
• You purchased the wrong item and contact us before delivery or activation.
• We are unable to deliver the purchased item within a reasonable time and no suitable replacement or store credit is agreed.
• The purchase was caused by a verified technical error on our side.

3. When We Normally Do Not Refund

Refunds will usually not be issued for the following:

• You changed your mind after digital delivery or activation.
• You entered the wrong player name, Discord account, or server details.
• You were removed, banned, or restricted for violating server or community rules.
• You no longer want the item after using any part of the benefit.
• You did not read the product description before purchase.

4. Subscription and Time-Based Access

For VIP, ranks, and other time-based access products, the active period begins when the product is delivered or activated. Partial refunds are generally not available for unused time once activation has occurred, unless required by law.

5. Queue Skip Products

Queue skip purchases are intended for digital access priority and are generally non-refundable after issuance or use. If a queue skip order cannot be delivered at all, contact support and we will review the case.

6. How to Request a Refund

Before opening a dispute with your bank or card provider, contact us through Discord support with your purchase details, player name, Discord ID, product name, and date of purchase. We review refund requests case by case.

7. Chargebacks

If you file a chargeback or payment dispute without first contacting us, we may suspend or remove access to associated products while the dispute is reviewed. We reserve the right to contest fraudulent or abusive disputes with supporting order and delivery records.

8. Consumer Guarantees

Nothing in this policy limits rights you may have under applicable law, including non-excludable rights and remedies under the Australian Consumer Law where applicable.

9. Contact

For refund support, contact us through Discord before submitting a payment dispute.