BULWARKIE
Refund Policy
Purchases are not open yet. This policy describes the refunds that will apply to the Game’s optional purchases, wherever they are offered.
Purchases in Bulwarkie are processed by Xsolla (USA), Inc. (“Xsolla”), our authorised reseller and merchant of record. Refunds are paid back through Xsolla to the payment method you used; how long the money takes to arrive depends on your bank or payment provider. The Terms of Use describe what you are buying.
Looks and chests: final sale
Looks ($1.99) and chests (from $14.99, less $1.49 for each of its looks you already owned) are delivered to your account instantly, and all purchases of looks and chests are final once delivered. By buying one, you ask for immediate delivery and acknowledge that, where the law allows, you can no longer cancel the purchase or withdraw from it once it has been delivered. There is no refund button in the Game.
- When something went wrong. Our support team may refund a purchase at its discretion — for example if you accidentally bought the same item twice, if an item you paid for never reached your account, or if a fault on our side stopped it from working. Whether a look has already been used (equipped in a match or lobby) is one of the things support may take into account.
- Xsolla’s refund policy. As merchant of record, Xsolla also handles refund requests under its own refund policy, which applies alongside this one.
- Chests. If a chest is refunded, only the looks that purchase delivered are removed; looks you already owned before buying it — the ones that lowered its price — stay yours.
- A refund removes the refunded looks from your account.
How to reach us about a purchase
- Email support@bulwarkie.io with your Discord username and the order number from your Xsolla receipt, and tell us what went wrong. You can see each of your orders, and where it stands, under MY PURCHASES in the Game.
Premium ($2.99 per month)
- Premium renews automatically every month until you cancel, and you can cancel anytime.
- How to cancel. In the Game, log in with the Discord account you subscribed with, open MY PURCHASES and press MANAGE SUBSCRIPTION. Or email support@bulwarkie.io from anywhere and we will cancel it for you.
- When you cancel, Premium keeps working until the end of the month you have already paid for, and then stops. It won’t renew or charge you again.
- There are no refunds for partial periods: cancelling doesn’t refund the rest of the current month.
- Premium has no self-serve refund button. If something went wrong — a billing mistake, or a renewal you didn’t expect — email support@bulwarkie.io; our support team may refund a charge at its discretion. Refunding the charge that pays for your current month ends Premium straight away; refunding a duplicate charge, or an earlier month’s, does not.
Your legal rights
This policy adds to, and never limits, the rights you have under the law where you live.
- EU, EEA and UK consumers generally have 14 days to withdraw from an online purchase. For digital content that is delivered immediately, such as a look or a chest, that right ends once delivery begins, because by buying you ask for immediate delivery and acknowledge that you lose the right to withdraw. If you withdraw from Premium within 14 days of first subscribing, you may be charged for the part of the service you had already received.
- If something you bought doesn’t work as described, you are entitled to have it fixed or refunded, whatever this policy says. Consumer rights that the law does not allow to be excluded are not affected by the final-sale rule above.
Chargebacks
Please contact us before disputing a payment with your bank or card issuer — we can usually sort it out faster. If you open a chargeback on any purchase, we will revoke the items from that order, end your Premium straight away if you have it (whichever payment you disputed), and block future purchases on that account. The same applies when a payment is reversed because it was reported as fraud (for example, when the card’s owner says they didn’t make it). A chargeback or a fraud reversal also cancels your Premium subscription with Xsolla automatically, so you are not charged for it again; if that cancellation fails, we cancel it for you, and any renewal charged in the meantime is refunded to you in full. If the dispute was a mistake, contact us and we will help put it right.
Free items
Items our team grants for free — gifts, prizes or compensation for a problem — are not refundable, because nothing was paid for them.
Contact
Refund questions: support@bulwarkie.io, or High Sloth LLC, 30 N Gould St Ste R, Sheridan, WY 82801, USA.