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Survivor's Cove

Refund Policy

Last Update: February 1st 2025

Survivor's Cove values its community and strives to ensure a fair and transparent process for all purchases. Please read this Refund Policy carefully.

This policy is an extension of the Terms of Service and placed on this separate page for convenience due to its length and complexity. It applies to all purchases made on the Survivor's Cove Webstore. By making a purchase, you agree to this policy.

1. Refund Eligibility

Due to the nature of digital goods, refunds are generally not provided. However, we may consider refund requests under specific conditions as outlined below. Please note that refunds are handled on a case-by-case basis, and we reserve the right to refuse refunds for any reason at our discretion.

Before you request a refund, please review the following eligibility criteria. While these criterias do not guarantee a refund, if your refund request doesn't meet or goes against these, it most likely will be denied without much consideration.

  • Timing: Refund requests must be submitted within 14 days of payment. After this period, refunds will not be considered, except where required by applicable consumer protection laws (e.g., in cases of defective content, fraudulent transactions, or other legally mandated refunds).
    • Digital Content Waiver: By completing a purchase, you expressly agree that you forfeit your right to a refund once digital content has been redeemed, accessed, or used, in compliance with applicable EU/UK consumer laws.
  • Subscriptions: Subscriptions may be canceled at any time, but no refunds will be issued for the current or previous billing periods. You will retain access to subscription benefits until the end of the period. Many products offer a trial period, which you can cancel before the trial ends at no charge, if you're not satisfied. Not using the product during a subscription period does not entitle you to a refund. It is your responsibility to manage your subscriptions and cancel them if you wish to take a break. In the rare case that a subscription period is refunded, the subscription will be canceled immediately, and you will lose access to the benefits instantly after the refund is issued.
  • Unredeemed Content: Note that refunds will not be considered in the following cases:
    • Non-stackable consumable subscriptions: Consumable subscriptions fall under the same policy as subscriptions detailed above. In the case of non-stackable consumables, consumables must be redeemed within the subscription period as they do not carry over to the next period. No refunds will be provided for partially or fully unredeemed consumables of a subscription period. It is of your responsibility to redeem the consumables within the subscription period or cancel the subscription if you wish to stop using the service for a while.
    • Partially redeemed content: If you have partially redeemed a purchase, the purchase will be considered used, and no refund will be provided. For example: if you've purchased 800 scraps but only redeemed 1 scrap in-game, the purchase will be considered used and become ineligible for a refund.
  • Banned Accounts: No refunds will be provided for accounts that have been banned or suspended for violating our Terms of Service or server rules. This is regardless of if the purchase was made before or after the ban. When your account is banned, any recurring subscriptions will be canceled for you, but no refunds will be provided for the current or previous billing periods, as described by the subscription policy above.
  • Deleted Accounts: Deleting an account removes too much information to tie a purchase to a user. It essentially removes any proof that you made a purchase. Although we retain some transaction records for legal reasons, we aren't able to verify your identity solely on these records. Due to this limitation, we cannot provide refunds for purchases made on deleted accounts under any circumstance. If you plan to delete your account, we recommend using up the rest of your purchases before doing so.
  • Service Discontinuation: Survivor's Cove reserves the right to modify, suspend, or permanently discontinue its services at any time. In the event that Survivor's Cove ceases operations, we are under no obligation to issue refunds for any remaining subscription period. By purchasing a subscription, you acknowledge and accept that the longevity of the service is not guaranteed and that refunds will not be provided in such cases. That being said, in the event of a planned discontinuation, we will provide notice through our Discord server, cancel all subscriptions, prevent new purchases and keep the service running for a reasonable amount of time (1-2 months) to allow users to use up their remaining benefits.

Refunds are handled on a case-by-case basis and are not guaranteed. We reserve the right to refuse refunds for any reason, including but not limited to abuse of our refund policy, violation of our Terms of Service, or fraudulent activity.

2. How to Request a Refund

To request a refund, you must:

  1. Submit your request through our support page at support@survivorscove.com.
  2. Include your purchase details and the reason for your request. You can find these details on the Account Billing page:
    • Profile ID: You can copy this from the Account page, under your name.
    • Invoice ID: This looks like a random string of characters, usually starting with "in_"
    • Subscription ID (for subscriptions): This looks like a random string of characters, usually starting with "sub_"
  3. Refund requests will be reviewed within 7 business days, and decisions are final. Approved refunds will be processed within 5-10 business days. The time it takes for funds to appear in your account depends on your payment provider.

If you have any questions or need assistance gathering this information, please contact us at support@survivorscove.com for help.

3. Disputes and Chargebacks

  • Chargeback Policy: Filing a chargeback without first contacting our support team to resolve your concern may result in account suspension or permanent bans from Survivor's Cove. Every chargeback will be investigated and evidence will be provided to your financial institution, which may have an impact on your ability to make future purchases outside of Survivor's Cove, depending on your financial institution's policies.
  • Fraudulent Disputes: Chargebacks initiated with malicious intent (e.g., after content has been redeemed) may be treated as fraud and may result in account restrictions or termination at our discretion.
  • Cooperative Resolution: We encourage you to reach out to our support team to resolve issues amicably before considering a chargeback. Most issues can be resolved quickly through communication.

4. Refund Decision Authority

Refunds are issued at the sole discretion of Survivor's Cove. We reserve the right to decline requests that do not meet the criteria outlined in this policy.

Please note that chargeback outcomes are determined by your financial institution or payment provider, and Survivor's Cove cannot guarantee their decision.

This policy is governed by the laws of the Province of Quebec, Canada. Refund rights may vary by jurisdiction, and this policy does not override any mandatory consumer protection laws.

5. Protection Against Abuse

To maintain fairness for all users, the following applies:

  • Refunds for repeat purchases by the same user may be denied if abuse is suspected.
  • Accounts engaging in excessive refund or dispute activity may be flagged and restricted from future purchases.

5. Refund Amount

Depending on the currency you used to make the purchase and whether or not you are issued a full or partial refund, the amount you receive may differ due to exchange rates and fees. This is particularly true for transactions made in a currency different from CAD made through Adaptive Pricing (i.e. a one-time purchase where you paid a currency conversion fee).