Payment Processing by Paddle: HexPlace uses Paddle Inc. as our payment processor. Refunds are governed by both this policy and Paddle's Master Services Agreement. All refund requests are processed through Paddle's secure payment system.
1. Refund Guarantee
We offer a 14-day money-back guarantee on all Core purchases. If you are not satisfied with your purchase or experience any issues, you may request a refund within 14 days of purchase. This aligns with Paddle's consumer protection standards and applicable e-commerce regulations.
2. Eligibility for Refunds
To be eligible for a refund, you must:
Request the refund within 14 days of your purchase date
Have a valid HexPlace account in good standing
Not have previously received a refund for the same transaction
Be requesting a refund for a legitimate reason (technical issues, accidental purchase, unsatisfactory service)
Important: Abusive or fraudulent refund requests may result in account suspension per Paddle's Acceptable Use Policy. Refunds for used Cores may be denied at our discretion.
3. What Can Be Refunded
The following are eligible for refund:
Core purchases made through our website
Purchases made due to accidental clicks or technical errors
Purchases made if the promised service was not delivered
Duplicate transactions caused by payment processing errors
4. What Cannot Be Refunded
The following are not eligible for refund:
Cores that have been spent or used in gameplay
Purchases requested after 14 days of transaction date
Gifts or purchases made on behalf of another account
Purchases made from suspended or compromised accounts
Refund requests for accounts in violation of our Terms of Service
5. How to Request a Refund
To request a refund, follow these steps:
Contact our support team at support@hexplace.live
Include your account email and transaction ID (found in your purchase receipt)
Specify the purchase date and amount
Provide a brief explanation of your refund reason
Our team will review and respond within 48 hours
If approved, Paddle will process the refund within 5-10 business days
6. Refund Processing Timeline
Once your refund is approved by HexPlace and processed through Paddle:
Paddle processes the refund within 5-10 business days
The refund will be credited to your original payment method
Your bank may take an additional 3-7 business days to display the refund (varies by financial institution)
You will receive a confirmation email from Paddle when the refund is initiated
7. Paddle Payment Processor Information
As per Paddle's Master Services Agreement:
Merchant of Record: Paddle Inc. is the merchant of record for your transaction
Chargeback Protection: Disputes should be handled through Paddle's dispute resolution process
Payment Methods Covered: All payment methods accepted by Paddle (credit cards, PayPal, bank transfers)
14-Day Consumer Right: EU and similar jurisdiction consumers have a 14-day statutory right to cancel
Transaction Currency: Refunds are processed in the same currency as the original transaction
8. Digital Product Delivery
Cores are digital goods delivered immediately upon purchase. Once Cores have been added to your account and used:
Refunds may be denied if substantial use has occurred
Refund decisions are made on a case-by-case basis
The burden is on you to request a refund promptly if unsatisfied
9. Account Suspension and Refunds
If your account is suspended or terminated due to:
Violation of our Terms of Service
Fraudulent activity or chargebacks
Use of prohibited services or accounts
Refunds for outstanding balances may be withheld and applied to outstanding liabilities per Paddle's terms.
10. Chargeback and Dispute Process
If you dispute a charge with your bank or credit card company:
Do NOT request a refund if you have already filed a chargeback. This may result in account suspension.
Chargebacks are handled by Paddle and may incur additional fees ($15-40 USD/EUR/GBP depending on currency)
Your account may be flagged for fraud prevention if chargebacks occur
Multiple chargebacks may result in permanent account termination
Paddle Compliance: All refund and chargeback disputes are subject to Paddle's rules and Payment Scheme Rules (Visa, Mastercard, PayPal, etc.). Filing a chargeback after requesting a refund may result in account suspension and additional fees.
11. International Refunds
For international customers:
Refunds are subject to local consumer protection laws in your jurisdiction
Some jurisdictions (EU, UK, Australia) have statutory refund rights for digital products
Paddle handles compliance with these regulations automatically
Exchange rate differences between purchase and refund are not refunded
12. Policy Compliance
This Refund Policy complies with:
Paddle's Master Services Agreement and Acceptable Use Policy
EU Consumer Rights Directive (14-day statutory right to cancel)
FTC regulations for digital goods and services
GDPR and data protection requirements
13. Contact Support
If you need to request a refund or have questions about this policy:
Email: support@hexplace.live
Response Time: All refund requests receive a response within 48 hours
We may update this Refund Policy to comply with Paddle's requirements or applicable laws. Changes take effect immediately upon posting. Your continued use of HexPlace constitutes acceptance of the updated policy.