Refund Policy
Digital Goods Disclaimer
All purchases on Astroworld are digital goods (in-game ranks, crate keys, cosmetics, AstroCoins) delivered immediately upon successful payment. As such, we treat refunds with care - we cannot reclaim items once delivered to your account.
When We Issue Refunds
We will issue a full refund within 14 days of purchase if any of the following apply:
- Payment was processed but items were never delivered to your in-game account
- Items were delivered but a server-side bug prevented you from using them
- Duplicate charge for the same order
- Unauthorized purchase (fraudulent transaction reported to your bank)
- Server-side error caused permanent loss of purchased items
- Account was permanently banned within 24 hours of purchase by our error (not yours)
When We Do Not Issue Refunds
We will not refund in the following cases:
- Buyer's remorse after items have been used or consumed in-game
- Account was banned for breaking server rules (cheating, exploits, harassment)
- Account was banned for chargeback abuse
- Loss of items due to player error (accidental drop, death loss, trade scam)
- Server downtime under 24 hours total per month
- Pricing changes (we don't refund the difference if items go on sale later)
- Cosmetic preferences (you bought a rank then decided you wanted a different one)
How to Request a Refund
Email [email protected] with:
- Your in-game username
- Order ID or transaction ID (from your Stripe receipt email)
- Date of purchase
- Reason for refund request
- Any relevant screenshots or evidence
We respond to refund requests within 5 business days. If approved, refunds are issued via the original payment method and may take 5-10 business days to appear on your statement.
Chargebacks
Filing a chargeback without first contacting us will result in immediate ban from Astroworld services and Discord. We work hard to resolve disputes fairly - please contact us first.
Disputes
For unresolved disputes, EU customers may file a complaint via the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
Updates to This Policy
We may update this policy from time to time. Material changes will be announced in our Discord at least 14 days before taking effect.
Last updated: 2026-05-07.