Refund Policy

Software is not always what someone expected. This page sets out when we refund, how to ask, and the statutory rights you have on top of this policy.

1. 14-day money-back guarantee

If the Software is not what you needed, tell us within 14 days of your first purchase and we will refund it in full. You do not have to explain why.

This applies to your first purchase of a given product.

2. Your statutory right of withdrawal (EU and UK)

Consumers in the European Union and the United Kingdom normally have 14 days to withdraw from a distance contract. For digital content delivered immediately there is a specific rule, and you should understand it before you buy.

At checkout you are asked to confirm two things: that you want the Software supplied straight away, and that you acknowledge you will lose the statutory right of withdrawal once supply begins. That confirmation is what allows us to give you access immediately instead of making you wait out the 14 days.

Our own guarantee in section 1 is deliberately more generous. Even after supply has started and the statutory right no longer applies, we still refund within 14 days on request. You are never worse off than the law requires.

Nothing on this page limits your statutory rights concerning faulty digital content, which apply in full regardless of the 14-day window.

3. After 14 days

We refund outside the 14-day window where:

• the Software does not work as described and we cannot fix it in a reasonable time;
• a service outage on our side left you without access for a significant part of your billing period;
• you were charged twice for the same period, or charged after cancelling.

For a duplicate or post-cancellation charge we refund the full amount, no questions asked. Tell us and we will fix it.

4. What we do not refund

Being direct here so nobody is surprised:

• A ban or restriction on your game account. Publishers decide their own rules about third-party software and we have no influence over their decisions. This is set out in section 4 of the Terms of Service and you accept it before buying.
• A game update breaking compatibility temporarily. We aim to publish a fix quickly. If the Software stays unusable for a significant part of your paid period, section 3 applies instead.
• Your hardware or system not meeting the requirements, where these were stated before purchase.
• Renewal periods you simply forgot to cancel, once used. Cancel any time from your account to stop future charges.
• Accounts terminated for breaching the terms, for example sharing or reselling a licence key.

5. How to request a refund

Email support@nautiforge.cc from the address on your account, with:

• the product you bought;
• the approximate purchase date or the order reference from your receipt;
• a short note on what went wrong — optional within the first 14 days, helpful to us afterwards.

We reply within 2 business days and process approved refunds within 5 business days. The money goes back to the original payment method; how long your bank takes after that is up to them, typically 3 to 10 business days.

You may also use the model withdrawal form set out in the Consumer Rights Directive, but a plain email is enough.

6. What a refund means for your licence

A refunded licence is deactivated. The Software stops working and the licence key is void. If you subscribe again later, you get a new key.

7. Cancelling versus refunding

These are different things:

• Cancelling stops future charges. Your licence keeps working until the end of the period you already paid for. No money comes back, because you keep the access.
• A refund returns your money and ends access immediately.

If you no longer want the Software but the period is already running, cancelling is usually the better option — you keep what you paid for.

8. Chargebacks

Please contact us before opening a dispute with your bank. We can almost always resolve it faster directly, and a chargeback locks the account while the provider investigates, which helps nobody.

9. Contact

support@nautiforge.cc — we answer within 2 business days.

Consumers in the EU may also use the European Commission's online dispute resolution platform.