1. Where you bought matters
Necstaidia purchases happen through two different channels, and refunds work differently for each
because a different party is the “seller of record”:
- In-app purchases on iOS and Android are sold by Apple or Google. They take your payment and handle refunds under their own policies.
- Web-shop purchases at https://gameshop.necstaidia.com are sold by us
(Necstaidia), with payment processed by Stripe. We handle these refunds directly,
as described below.
2. App Store & Google Play purchases
For purchases made inside the iOS or Android app, Apple and Google are the merchant of record and
decide refunds under their terms. We generally cannot refund a store purchase ourselves, but we are
happy to help you find the right process.
3. Web shop purchases
For purchases on our web shop, we are the seller. The rules below — your right of withdrawal, the
digital-content exception, and how to request a refund — apply to these web-shop purchases. They do
not apply to store purchases, which follow Apple's or Google's policies above.
4. EU/EEA 14-day right of withdrawal
If you are a consumer in the EU/EEA, the Consumer Rights Directive normally gives you 14 days to
withdraw from a distance purchase, without giving a reason. For a purchase of digital content (such
as Gems or other Virtual Items), that period would normally run from the day the contract is
concluded.
5. Immediate delivery & the digital-content exception
Most of what we sell — Gems, Gold, bundles, and other Virtual Items — is digital content that you
want delivered to your account immediately. Under Article 16(m) of the Consumer
Rights Directive, you lose the 14-day right of withdrawal for such digital content once delivery has
begun, provided that, at checkout, you:
- give your prior express consent for delivery to begin immediately, during the
14-day period; and
- acknowledge that you thereby lose your right of withdrawal; and
- we provide you with confirmation of the contract on a durable medium (for example, your order
confirmation email).
That is why, before you pay on the web shop, you are asked to tick a box confirming, in substance:
“I expressly request that my purchase be delivered to my account immediately, and I acknowledge
that I therefore lose my 14-day right of withdrawal once delivery has begun.”
If you have not yet received the content and delivery has not begun, you can still
withdraw within 14 days for a full refund. If you would prefer to keep your right of withdrawal,
simply do not consent to immediate delivery — but note that the item cannot then be delivered until
the 14-day period ends.
6. How to request a web-shop refund
To withdraw (where the right still applies) or to ask about a refund for a web-shop purchase, email [email protected] with your order
reference and the email or account used. Where a refund is due, we issue it to your original payment
method via Stripe, normally within 14 days. You may use the model withdrawal form set out in the
Consumer Rights Directive, but you do not have to.
7. Cancelling a subscription
- Subscriptions (such as a monthly pass) renew automatically until you cancel. Cancelling stops
future renewals; you keep the benefits until the end of the period you have already paid for.
- App-store subscriptions: manage and cancel in your Apple or Google account
settings — not in the game. Deleting the app does not cancel a subscription.
- Web-shop subscriptions: cancel by emailing [email protected] or through any
self-service cancellation tool we provide. We aim to make cancelling as easy as subscribing.
- If we change a subscription's price or benefits, we will tell you in advance and you can cancel
before the change takes effect.
8. Faulty or undelivered purchases
If something you bought is not delivered, is faulty, or does not match what was described, you are
entitled to a remedy under applicable consumer law (including the EU rules on the conformity of
digital content and services), regardless of the withdrawal rules above. Contact [email protected] and we will put it
right — by delivering the item, or by repair, replacement, or refund as appropriate.
9. Virtual Items
As explained in the Terms of Service, Gems, Gold, and other
Virtual Items are a licence with no real-world or monetary value and cannot be cashed out. Once
delivered, they are non-refundable except where required by law (for example, the faulty-content
rights above, or where a withdrawal right still applies). Outcomes from paid random items are final
once revealed — see the Paid Random Items & Odds disclosure.
10. Chargebacks
If you have a problem with a purchase, please contact us first — we can usually resolve it faster
than a bank dispute. Initiating a chargeback without contacting us may lead to the related Virtual
Items being removed and the account being suspended while we investigate.
Questions about a refund or cancellation? Email [email protected]. This policy does not
limit your statutory rights as a consumer.
