This Refund Policy applies to purchases of digital goods and services made through HytaleANZ (the "Service"). Our products are digital and are generally delivered, provisioned, or activated immediately after purchase. Because digital items are delivered instantly and cannot be "returned" in the traditional sense, our policy is strict.
This Refund Policy should be read together with our Terms of Service and our Privacy Policy.
Important: Nothing in this Refund Policy is intended to exclude, restrict, or modify any rights you may have under applicable consumer protection laws that cannot be excluded (including Australian Consumer Law and New Zealand consumer guarantees).
1. Definitions
- Digital Goods means any non-physical product or entitlement, including (but not limited to) boosts, memberships, subscriptions, perks, badges, roles, access passes, and account entitlements.
- Virtual Currency means any digital currency, points, coins, credits, or similar balance offered by HytaleANZ (including "Cosmetic Coins").
- Delivered / Activated means the Digital Good or Virtual Currency has been credited, provisioned, enabled, or made available to your account (or to the target account/server you selected).
2. General rule: no change-of-mind refunds
To the maximum extent permitted by law, all purchases are final once delivered or activated. We do not offer refunds, exchanges, or cancellations for change of mind, including if you:
- accidentally purchased an item
- selected the wrong item, tier, server, or account
- no longer want the item after purchase
- did not use the item, did not spend the Virtual Currency, or did not redeem a perk
- received a ban, suspension, restriction, or moderation action under our Terms of Service
- experienced third-party outages or changes outside our control (for example, Discord, Twitch, YouTube)
Please review your selection carefully before completing checkout. If you are unsure, contact us before purchasing.
3. Product-specific terms
A. Virtual Currency (including Cosmetic Coins)
Virtual Currency is delivered instantly to your account when credited. Once credited, it is generally non-refundable and cannot be reversed or exchanged.
- Virtual Currency has no cash value and is not legal tender.
- Virtual Currency is not redeemable for cash or a cash equivalent.
- Virtual Currency is generally non-transferable unless we explicitly allow it.
- To the maximum extent permitted by law, we may adjust, remove, or revoke Virtual Currency where we reasonably believe there has been fraud, abuse, a chargeback, a pricing error, or a breach of our Terms of Service.
B. Server Boosts and similar consumable entitlements
Server Boosts and similar visibility or promotion products provide immediate benefit on activation. Because the benefit is delivered instantly, these products are non-refundable once activated.
C. Subscriptions and recurring billing (if offered)
Where subscriptions are offered, subscription fees are charged on a recurring basis (for example, monthly) and grant access to premium features for the applicable billing period. Subscription charges are not refundable for unused time once the billing period begins.
You may cancel at any time to prevent future charges. Cancellation stops renewal, but it does not provide a pro-rata refund for the current period (unless required by law).
4. Business closure, service changes, and unused balances
The Service may evolve over time and features may be modified, suspended, or discontinued. To the maximum extent permitted by law, if HytaleANZ discontinues or shuts down the Service (including due to business cessation or insolvency), you acknowledge and agree that:
- unused Digital Goods, unredeemed perks, or unspent Virtual Currency may be forfeited
- we are not required to provide refunds for unused balances or unused time
This section does not limit any remedies you may have under non-excludable consumer laws.
5. When we may provide a remedy
We may provide a remedy in limited circumstances, depending on the issue and as required by applicable law. Examples include:
- Non-delivery or failed activation: you were charged but did not receive the Digital Good or Virtual Currency due to a verifiable technical error on our side.
- Duplicate charges: you were charged multiple times for the same transaction.
- Legal requirements: where a remedy is required under non-excludable consumer laws.
Where permitted by law, our preferred remedy is to re-supply the Digital Good, correct the entitlement, or credit the correct amount, rather than refunding.
6. Incorrect purchases and account responsibility
You are responsible for ensuring purchases are made on the correct account and for selecting the correct product and target server where applicable. We are not responsible for purchases:
- made by someone else with access to your device, payment method, or account
- made due to your failure to secure your login credentials
- made to the wrong account/server due to information you provided
7. Pricing errors, promotions, and taxes
If a pricing, listing, or configuration error occurs (including a clear and obvious mistake), we may cancel the transaction and provide an appropriate remedy (which may include a refund of the incorrect charge). Promotions and discounts apply only as stated at the time of purchase and cannot be applied retroactively.
Taxes (including GST or similar) may apply depending on your location and the payment provider. Any fees charged by your bank or payment provider (including currency conversion fees) are your responsibility.
8. Chargebacks and payment disputes
If you initiate a chargeback or payment dispute, we may investigate and take action to the maximum extent permitted by law, including suspending your account and revoking Digital Goods or Virtual Currency credited as part of the disputed transaction.
If you believe a charge is unauthorised or incorrect, please contact us first so we can try to resolve the issue quickly.
9. How to request help for a purchase
If you believe you are eligible for a remedy under this policy, contact us as soon as practicable (and ideally within 14 days of purchase) via our official Discord server or by emailing hytaleanz@gmail.com.
Please include:
- your account email/username and user ID (if available)
- transaction ID (for example, from PayPal or your payment provider)
- date/time of purchase and the product purchased
- a clear description of the issue and any screenshots/logs you have
We may request additional information to verify account ownership and investigate the claim. Any timeframe guidance in this section does not limit your rights where non-excludable laws apply.
10. Contact
For purchase support, contact us via our official Discord server or email hytaleanz@gmail.com.