Refund Policy

You paid and got nothing. The payment confirmed but no cash reached your account. Tell us and we will either credit it or refund it, your choice. Every payment carries a reference we can look up, so this is a matter of checking, not of taking anyone's word.

You were charged twice for one purchase. The duplicate is refunded in full.

You were charged the wrong amount. We refund the difference, or the whole payment if you would rather start again.

Someone used your payment method without permission. Contact us and your card issuer or e-wallet provider. We will co-operate with their investigation and refund what is owed.

Cash you have already spent in the item mall. Once it becomes an item on a character it is no longer currency, and we cannot un-buy it. Check the package before you pay.

Buyer's remorse after the cash is credited and spent. Unspent cash is a different matter — see below.

Anything bought from another player. Player-to-player real-money trades are not our transactions. We do not mediate them and we cannot refund them. This is in the rules.

An account banned for cheating, scamming or bug abuse. The ban is for the behaviour, not the payment, and the purchase was delivered.

If you bought cash and have not spent it, you can ask for a refund within 7 days of the payment. We remove the unspent cash from your account and refund it through the same channel you paid with.

Partly spent is refunded pro rata: we refund the part still sitting unspent, at the rate you paid.

Open a support ticket under the "donation" category, or email support@kaelithra.online.

Include the payment reference number and your account name. With the reference we can find the exact payment and exactly what it credited, which usually settles it in one reply.

We answer within 2 working days. Approved refunds are sent back through the original payment channel and typically land within 5–10 working days, depending on your bank or e-wallet.

If something has gone wrong, please talk to us first — we can usually fix it the same day, and a chargeback takes weeks and costs us a fee either way.

An account with an open chargeback has its item mall access paused until it is resolved. If the chargeback is upheld, the cash it paid for is removed. If the cash has already been spent, the account is suspended until the balance is settled.

We will announce a permanent closure in advance and stop taking payments before we stop the server. Unspent cash bought in the 30 days before that announcement is refundable on request.