Refund Policy

Last updated: September 2026

This policy explains how refunds work for real-money purchases made in Black Ice (the "Game").

1. Purchases Are Generally Final

Because purchases deliver virtual items instantly to your account, all sales are generally final and non-refundable once the item has been delivered, except as described below or as required by law.

2. When a Refund May Be Given

We may approve a refund, at our discretion, in cases such as:

An accidental or duplicate purchase.
A payment was charged but the item never arrived in your account due to a technical error.
Unauthorized use of your payment method (subject to verification).

3. How to Request a Refund

Contact us through the support channel provided in-game within 14 days of the purchase, including your account email/username and the order or transaction ID from your payment confirmation. Refund requests are reviewed on a case-by-case basis.

4. Payment Processing

All payments are processed by Paddle.com, our payment provider and merchant of record. Approved refunds are issued back to your original payment method through Paddle and may also be subject to Paddle's own buyer terms.

5. Chargebacks

Please contact us before filing a chargeback with your bank or card provider - we're able to resolve most issues directly and faster than a chargeback process. Repeated chargebacks without first contacting us may result in account suspension.

6. Contact

Questions about this policy can be sent to the contact address provided in-game or via our support channel.