Refund Policy

We want you to be happy with your purchase. We also have to balance that against the nature of the Service - a digital subscription that can be activated and used the moment you receive it. This policy lays out exactly when we will refund and when we won't.

1. 14-day right of withdrawal (EU consumers)

If you are a consumer in the EU/EEA/UK and you purchased a subscription that you have not yet activated, you have 14 days from the purchase date to cancel and receive a full refund. This is your statutory right under Article 16(m) of EU Directive 2011/83/EU.

The right of withdrawal lapses the moment you launch the Xenoware launcher with your account. By logging into the launcher you expressly request immediate performance and acknowledge that this ends your statutory right of withdrawal - again, per Article 16(m).

2. Used subscriptions

Once a subscription has been activated (i.e. you have signed into the launcher), refunds are at our sole discretion. Activation is considered any of:

• signing into the launcher with your account;
• downloading the launcher binary (since each download is a per-customer watermarked copy);
• the engine successfully attaching to a supported game.

3. In-game bans

We do not refund subscriptions on account of in-game bans - temporary, permanent, equipment, or otherwise. The Terms of Service make clear that you accept this risk; see clause 7 of the Terms of Service. Anti-cheat systems are adversarial and we make no guarantee of evasion.

4. Service-side failures

If the Service is unusable for reasons within our control for a sustained period (e.g. an unannounced outage longer than 24 consecutive hours, or our removal of support for a game you actively purchased a subscription for), we will offer a pro-rata credit or refund at our discretion.

5. Skin payments (AssetPay)

Skin payments processed through AssetPay are subject to Steam's 7-day trade hold. After the hold period settles, the transaction is final and refunds are not available - once we receive the skin and the hold ends, we cannot un-do the trade on our side.

Reversing the Steam trade during the 7-day hold window results in immediate and permanent termination of your account on xenoware.xyz, on the forum, and across every game we support. A trade reversal mid-hold is, in practice, the skin-payment equivalent of a credit-card chargeback: you would have received and used the Service for the duration of the hold and then clawed back the payment. We treat it identically - account locked, license revoked, every active session dropped, forum access removed. Reinstatement after a reversal-ban is at our sole discretion and not generally granted.

If you have a genuine concern about a skin payment, contact support@xenoware.xyz within the hold window before reversing the trade. We can usually resolve the underlying issue (wrong item, wrong price, accidental purchase) without you having to involve Steam.

6. Cryptocurrency payments (CoinRemitter)

Cryptocurrency transactions are irreversible by design. We can only refund a crypto payment by sending the equivalent value in the original coin to an address you provide. We will do this within 7 business days of approving a crypto refund. Network fees are deducted from the refund amount.

7. Chargebacks

Disputing a charge with your bank instead of contacting us first will result in immediate account termination and may be reported to fraud-prevention networks. We strongly prefer that you reach out to support@xenoware.xyz before opening a dispute - in most cases we can resolve the underlying issue more quickly than the card network.

8. How to request a refund

Email support@xenoware.xyz from the address on your account. Include:

• your account email or username;
• the approximate date of purchase;
• the payment method (Stripe / CoinRemitter / AssetPay);
• a brief description of why you're requesting a refund.

We respond to refund requests within 3 business days. Approved refunds are issued via the original payment method within 7 business days of approval (Stripe typically credits the card within 5–10 business days after we initiate the refund; crypto and skin refunds vary).