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Cancellation Policy

Cancellation and Refund Policy for Soulbound.game

This Cancellation and Refund Policy (“Policy”) outlines your rights and our obligations in relation to in-game purchases and premium currency within Soulbound.game (“the Game”). It applies to all transactions initiated through Discord, Steam, or other officially supported platforms.

1. General Cancellation Rights

Purchases of in-game items, cosmetics, or premium currency may be made through Discord or Steam. Your rights to refunds or cancellations are governed by the policies of the platform you bought through:

Discord’s policies specify that refunds may be issued for digital content purchases only if the content has not been consumed, redeemed, or significantly used and the request is made within a reasonable timeframe, typically within 7 days.

If you are eligible under Discord’s policies and:

  • The items purchased have not yet been redeemed, and
  • The premium currency has not yet been spent,

you may request a refund by contacting Discord directly through their support portal.

2. Premium Currency

Premium currency (“Soul Shards”) may be refunded if:

  • The request is made within 7 days of purchase
  • None of the currency has been redeemed, transferred, or used to acquire in-game items or benefits

Used or partially spent currency cannot be refunded.

3. Item & Cosmetic Purchases

Direct purchases of items or cosmetics are not eligible for refund once they have been delivered to your account, regardless of use. Refunds may only be processed if the item:

  • Was purchased in error
  • Has not yet been delivered or redeemed
  • Meets the refund criteria of the platform used for the purchase (Discord or Steam)

4. Steam Purchases

Purchases made through the Steam store, or through in-game purchasing within our Steam release, are processed by Valve and are governed by the Steam Refund Policy and the Steam Subscriber Agreement. Where you buy through Steam, Steam’s terms apply to that transaction.

  • Game and downloadable content: Steam will issue a refund within 14 days of purchase if the title has been played for less than 2 hours.
  • In-game purchases (such as Soul Shards, items, or cosmetics bought via Steam): where Steam in-game refunds are enabled, Steam allows a refund within 48 hours of purchase, provided the in-game item has not been consumed, modified, or transferred.

Refunds for Steam purchases must be requested through Steam at help.steampowered.com, not through Discord. Steam’s eligibility rules and timeframes take precedence for any purchase made through Steam.

5. Technical Errors or Fraud

If you believe you’ve been charged incorrectly or experienced fraud, contact legal@spiderware.gg immediately. We will assist you in raising the issue through the refund and dispute system of the platform used for the purchase (Discord or Steam).

6. Subscriptions (If Applicable)

If Soulbound introduces subscriptions in future, cancellation will:

  • Stop renewal at the end of the billing cycle
  • Not result in a refund of the current billing period unless required by law or Discord’s terms

7. How to Request a Refund

To request a refund:

  • Discord purchases: visit Discord’s Refund Support Page, select the relevant transaction, and follow the steps.
  • Steam purchases: visit help.steampowered.com, find the purchase under your account, and submit a refund request to Steam.

If additional support is needed, contact us at legal@spiderware.gg with your Discord User ID or Steam account details and the purchase information.

8. UK Consumer Rights

Nothing in this Policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

By making purchases in Soulbound, you agree to the terms outlined in this Cancellation and Refund Policy and acknowledge the governing policies of Discord’s and Steam’s commerce systems.

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