Refund Policy

1. Digital Content

All products sold through the Projection Roleplay store are digital content. This includes in-game items, vehicles, MLOs, cash packs, VIP access, roles, and any other virtual goods or entitlements.

2. Refund Eligibility

Refunds may be requested only before your order has been marked as Delivered. Once a support staff member has added the items to your account and marked the order as "Delivered" in the fulfilment ticket, the digital content is considered delivered and no refunds will be issued from that point onwards.

This policy reflects the nature of digital content: once delivered to your account, it cannot be "returned" in the traditional sense.

3. When Refunds Are Possible

• Payment was made but no fulfilment ticket was created
• Fulfilment is delayed beyond a reasonable timeframe and you request a refund before delivery
• You made an error (e.g. wrong character) and contact support before the order is marked Delivered
• Technical failure prevented delivery and the issue cannot be resolved

4. When Refunds Are Not Possible

• After the order has been marked as Delivered by support staff
• Change of mind after delivery
• In-game bans, server removal, or loss of access for any reason after delivery
• Items used, transferred, or otherwise consumed in-game

5. How to Request a Refund

If you believe you are eligible for a refund, contact support via your Discord fulfilment ticket or through the official Projection Roleplay Discord server. Include your transaction ID and a brief explanation. Refunds are processed at our discretion in accordance with this policy.

6. Processing

Approved refunds will be processed to the original payment method within 5–10 business days. Refunds are issued in the same currency as the original purchase.

7. Chargebacks and Disputes

A chargeback occurs when you dispute a charge with your bank or card issuer instead of contacting us directly. You must contact us first via your fulfilment ticket or Discord support before initiating any chargeback or dispute. We are committed to resolving legitimate issues through our refund process.

Chargeback fraud (friendly fraud) occurs when a customer disputes a charge despite having received the product or service, or when they use the chargeback process to obtain a refund without following our refund policy. Examples include:

• Disputing a charge after your order was marked as Delivered
• Disputing a charge without first contacting support
• Claiming non-receipt when digital goods were delivered to your account
• Using a chargeback to circumvent our no-refund-after-delivery policy

In many jurisdictions, including the United Kingdom, chargeback fraud may constitute fraud, theft, or obtaining a pecuniary advantage by deception, which can be a criminal offence. We take such matters seriously and will pursue all available remedies.

We use Stripe for payment processing. Stripe provides chargeback protection tools, including automated dispute responses, chargeback-management tools, and streamlined evidence submission. We use Stripe Radar and related fraud-detection tools to identify and prevent fraudulent transactions. When we receive a chargeback, we will submit evidence (including receipts, delivery records, and communications) to dispute invalid or fraudulent chargebacks. We reserve the right to recover any amounts lost to chargeback fraud, including by pursuing legal action where appropriate.

Initiating a chargeback without a legitimate basis may result in immediate account suspension or termination, a ban from our services, and referral to relevant authorities. We will not provide goods or services to customers who have abused the chargeback process.