REFUND AND CANCELLATION POLICY

Immediate Digital Delivery

By completing a purchase, you request and agree that the purchased digital content or service may be supplied immediately after payment confirmation. You acknowledge that, once digital content is delivered or performance begins, you may lose any statutory cancellation or withdrawal right to the extent permitted by applicable law.

Final Sale Policy

All purchases of tokens, virtual items, subscription benefits, and other digital content are final and non-refundable once delivered or once performance has begun, except where a refund is required by applicable law or approved by us under this Policy.

Refunds may be considered where:

• you were charged more than once for the same purchase;
• you were charged but the purchased tokens, virtual items, or subscription benefits were not delivered;
• the transaction was unauthorized or fraudulent;
• there was a billing or technical error; or
• applicable law requires a refund.

Subscriptions

Subscription cancellations stop future renewals. Unless required by applicable law or caused by a billing or delivery error, cancellation does not automatically refund the current billing period. Any tokens, virtual items, or benefits already delivered before cancellation may remain subject to our Terms and Conditions.

How to Cancel a Subscription

Where you cancel depends on where you bought the subscription:

• Website or Xsolla checkout: manage your subscription through your Xsolla Wallet account, or contact us at social@narratwist.com.
• Steam checkout: cancel through your Steam account subscription settings.

Cancellation stops future renewal charges. We do not provide prorated refunds or credits for partial billing periods unless we approve a refund under this Policy or a refund is required by law.

How to Request a Refund

To request a refund, contact us at social@narratwist.com with enough information to identify the transaction, such as your account email, order ID, payment receipt, purchase date, and a description of the issue.

Approved Refunds

Approved refunds will normally be returned to the original payment method, subject to the rules and processing times of our payment processor, card network, bank, or payment provider. We may refuse refund requests that appear abusive, fraudulent, or inconsistent with this Policy.

Payment Processor

Payments may be processed by third-party payment providers, including Xsolla. Additional payment-provider terms, refund processes, or processing times may apply.

Mandatory Consumer Rights

Nothing in this Policy limits any non-waivable consumer rights that apply under the laws of your country or region.

Questions

If you have questions about this Policy, contact us at:

social@narratwist.com