Everything on this store is virtual: donor ranks, Nebula Coins and crates on the Nebula Games network. There is nothing to ship back and nothing to return, so refunds work differently here than they do for a physical thing. This page says exactly how.

• If you paid and the item never arrived, tell us. We deliver it or we refund it.
• Once an item is delivered and working, we do not refund it because you changed your mind.
• In the EU and the UK you have a 14-day right to cancel an online purchase. You give that right up when you tick the box at checkout asking for the item to be delivered immediately.
• A chargeback ends with the goods taken back off your account and your buying access blocked. Open a ticket first. It is faster and it costs you nothing.

When your payment goes through, we write an entitlement to your account. That is a record the game servers read the next time they see you, and it is what turns into your rank, your coin balance or your crate in game. Once that record exists, the order is delivered. Delivery does not wait until you log in, and it does not wait until you use the item.

Items are delivered to the Minecraft username and Mojang UUID on the order, on the server the order was placed for. Every order you have made is listed on your account page with its ID and its delivery state.

We refund when the order did not do what you paid for:

• You paid and nothing was delivered, and we cannot deliver it.
• You were charged twice for the same order.
• You were delivered the wrong item and we cannot swap it for the right one.
• What you bought was broken on our side and stayed broken. [OWNER TO COMPLETE: confirm you want this last one in writing, and how long "stayed broken" is before it becomes refundable]

A refund is sent back through PayNow to the card or account you paid with. It cannot be paid out as coins, cash or anything else, and it cannot be sent to a different person. [OWNER TO COMPLETE: how long PayNow takes to return funds to a buyer, so this page can give a real number instead of "a few days"]

When we refund an order we also remove what it delivered. You do not keep the rank, the coins or the crate. If the coins have already been spent, the balance can go to zero and stay there until it is earned or bought back.

• You changed your mind after the item was delivered.
• You used it. Coins that have been spent and crates that have been opened are gone.
• You were banned or muted for breaking the rules. A punishment is not a refund, and buying something does not buy an exception to the rules. Appeals go through the support panel.
• Someone else used your account or your device to buy something and you did not stop them.
• You bought for the wrong username or the wrong server by mistake. Ask us and we will try to move it to the right place instead. [OWNER TO COMPLETE: confirm staff can move a delivered entitlement between usernames and servers, and whether there is a limit on how often]
• The item changed after you bought it. Ranks, coins, crates and the servers themselves get rebalanced, renamed and retired over time, and a change is not a fault.

[OWNER TO COMPLETE: decide and state what happens to a rank or a coin balance if a server closes for good. This is the single most disputed case on any Minecraft store and the page is weaker without an answer.]

Consumer law in the EU and the UK normally gives you 14 days to cancel something you bought online and get your money back, without giving a reason. That is a real right and this page does not take it away from you.

Digital content that is delivered straight away is the one exception. The 14-day right ends the moment delivery starts, as long as two things are true: you asked for it to be delivered immediately, and you were told that asking for that ends your right to cancel.

The box at checkout is where that happens

Checkout carries a checkbox that says you want the item delivered immediately and that you understand you lose the 14-day right to cancel by asking for that. Ticking it is you giving that consent. Orders are delivered within seconds of payment, so by the time you are back in game the 14 days are already gone.

If you would rather keep the 14 days, do not tick the box and do not finish the order.

[OWNER TO COMPLETE: the consent checkbox is not on the checkout form today. It has to be added, and it has to block the order when it is unticked, before this page can be published — otherwise this section describes something that does not exist.]

If you never saw that box, or never ticked it

If you live in the EU or the UK, your order was delivered anyway, and you did not give that consent, the 14-day right can still apply. Open a ticket within 14 days of buying and say you are canceling under your right of withdrawal. We remove what was delivered and refund you.

[OWNER TO COMPLETE: a written contact point for cancellation notices. EU and UK rules expect a durable address — normally an email address — and a Discord panel on its own may not be enough. A model cancellation form is also expected.]

[OWNER TO COMPLETE: the seller's legal name, registered number if there is one, and a postal address. EU and UK consumer rules require the trader to be identifiable, and nothing on this site currently identifies one.]

A chargeback is when you ask your bank, your card issuer or PayPal to reverse a payment instead of asking the seller for a refund. It exists for fraud and for sellers who take money and deliver nothing. It is not a faster refund button, and using it as one has consequences here.

What happens when you file one

• Everything that order delivered is removed. The rank comes off, the coins come out of the balance, the crate goes.
• Your account is blocked from buying anything on the store.
• We answer the dispute with the delivery record we keep: order ID, Minecraft username, UUID and the time it was delivered. PayNow holds the billing email and the IP address the payment came from.
• Your access to the network and to our Discord may be suspended as well. [OWNER TO COMPLETE: decide whether a chargeback means a store block only, a full network ban, or a ban until the money is repaid — and say which here.]

Payment processors also charge us a fee for every dispute, win or lose. [OWNER TO COMPLETE: whether that fee has to be repaid before an account is unblocked.]

If the chargeback was a mistake

It happens. A parent does not recognize a charge, or someone in the house disputes it without telling you. Withdrawing the dispute at your bank does not put anything back by itself, so open a ticket once it is withdrawn and tell us what happened.

[OWNER TO COMPLETE: whether an account can be unblocked after a chargeback is reversed or repaid, and what you need to see first.]

Most people buying here are teenagers. If you are under 18, only buy with the permission of whoever owns the card or the account being charged. [OWNER TO COMPLETE: the minimum age you want to require, kept consistent with the terms of service]

What we hold against a purchase is small: the Minecraft username and Mojang UUID, a Discord ID only if the player has run /link in game, the order history and any punishment records. Card numbers never reach our servers. PayNow holds the billing email address and the IP address the payment was made from.

If you need to ask about a purchase someone in your household made, use the support panel below. You do not need the player's password or account, only the username or the order ID from the receipt.

Support runs through the Discord bot panel at bot.nebulagames.cc. Open a ticket there and it reaches staff who can see orders, deliveries and punishments. The game servers are at play.nebulagames.cc.

[OWNER TO COMPLETE: an email address for buyers who cannot use Discord. Parents and cardholders often are not on the server, and a refund or cancellation request has to be able to reach you some other way.]

Payments are handled by PayNow.gg. We do not see or store card details. PayNow is not in live mode yet, so no real payment has been taken through this store. [OWNER TO COMPLETE: delete that last sentence on the day PayNow live mode is turned on.]

This page describes how we handle refunds and disputes. It is not legal advice, and it does not replace or reduce any right you have under the consumer law where you live.

Last updated [OWNER TO COMPLETE: publication date] · [OWNER TO COMPLETE: link to the terms of sale once that page exists]