In short: unspent 
Embers can be refunded within 14 days of purchase. Embers that were spent, and the unlocks they bought, are not refundable, unless something went wrong on our side.
1. Unspent Embers
- Within 14 days of a purchase, you can ask for a refund of that purchase's unspent Embers.
- If none of the pack was spent, we refund it in full. If some was spent, we refund the unspent share at the price you paid for that pack. For example, 550 unspent Embers from a $10 pack of 1,100 refunds $5.
- The refunded Embers are removed from your account.
2. Spent Embers and unlocks
Embers that have been spent, and the unlocks they bought (such as character slots), are delivered as soon as you confirm them and are not refundable, except as described below.
3. When we will always help
- Embers that never arrived. If a payment went through but the Embers did not reach your account within 24 hours, we will add them or refund the payment.
- Charged in error. Duplicate charges, or a charge for the wrong pack because of an error on our side, are refunded in full.
- Something you bought doesn't work. If an unlock doesn't work and we can't fix it, we will restore the Embers spent on it or refund them.
- Purchases you didn't make. If someone used your payment method without your permission, including a child without a parent's consent, contact us as soon as possible. We will review it, and refunding it removes the Embers it added.
4. How to ask for a refund
Email [email protected] with your Dorenvar username, the purchase date and the receipt from Link. You can also manage the purchase through Link, the merchant of record named on your receipt. Refunds go back to the original payment method, usually within 5 to 10 business days of approval.
5. Chargebacks and disputes
Please contact us before disputing a charge with your bank; we can usually fix the problem faster. If a payment is charged back, the Embers it bought are removed. If some were already spent, your balance can go below zero, and you can't spend Embers until it is positive again.
6. Your rights
This policy doesn't limit any refund or withdrawal rights you have under consumer protection law where you live.
