Refunds & Withdrawal

Draft of October 4, 2026

1. Your right of withdrawal (the 14-day rule)

If you are a consumer in the EU or the EEA (including Norway), you normally have the right to withdraw from an online purchase within 14 days without giving a reason.

For digital content delivered at once, that right ends when delivery starts, but only if, before paying, you:

1. expressly agreed that delivery starts right away, before the 14 days are over, and
2. confirmed that you know you lose your right of withdrawal once delivery has started.

Store items are delivered to your account within seconds of payment. That is why the Store's purchase window shows a box you must tick before you can pay:

You get a confirmation of this consent with your receipt (from [Stripe / Paddle], by email).

Legal basis: EU Consumer Rights Directive 2011/83/EU art. 16(m) (as amended by Directive 2019/2161); in Norway, angrerettloven § 22 bokstav n. Lawyer: confirm the wording of the consent text, and that the receipt carries the confirmation required by angrerettloven § 19 / art. 8(7)(b).

If you did not give that consent

If for any reason a purchase was delivered without the consent above, you can withdraw within 14 days of the purchase by telling us at [EMAIL] (a short message saying you withdraw, with your account email and what you bought, is enough; you may also use the standard withdrawal form). We refund you within 14 days, with the same payment method, and remove the item.

2. Refunds we give anyway

We want you to be happy with what you buy, so on top of the law:

• Within 14 days, if you have barely used it: ask, and we refund a cosmetic purchase you regret. We remove the item from your account.
• Always: an accidental double purchase, a gift sent to the wrong character name (if the receiver hasn't used it), or a purchase that never arrived.
• Faulty content: if an item doesn't work as described and we can't fix it, you get your money back (you have this right by law too).

Not refundable after the first 14 days, except by law: items you have used, the Season Pass once premium rewards have been unlocked, and gold purses once the gold has been taken from the mailbox.

3. How to ask

Email [EMAIL] from the address of your Sunderkeep account, with the date and what you bought (the receipt number helps). [With a merchant of record:] You can also ask [Paddle] directly from the link in your receipt email. We answer within [5] working days.

Refunds go back to the payment method you used. Your bank may take a few days to show it.

4. What a refund does in the game

When a purchase is refunded or charged back, the items it gave are taken off the account automatically (a mount or pet leaves your collection, an appearance stops showing). Gold from a refunded purse is taken back from the character if it is still there.

Please ask us before charging back with your bank: we refund faster, and accounts with repeated chargebacks for purchases they received may lose access to the Store.

5. Model withdrawal form