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FROSTVEIL EMPORIUM - REFUND POLICY

Effective Date: 26th June 2025

1. Overview​

Frostveil Emporium is a digital platform offering virtual content and services, including but not limited to in-server currencies (Shards), digital items, profile customization features, and Snowbliss membership subscriptions.
Due to the nature of digital goods, all purchases are considered final and non-refundable, unless explicitly stated otherwise in this policy.

2. Non-Refundable Items​

The following items and services are not eligible for refunds under any circumstance:

  • Purchases of Shards (virtual currency)
  • Items or bundles from the /shop command
  • Glacielle Wallet transactions, transfers, or virtual cards
  • Inventory modifications, wishlist, or cart contents
  • Any command-related mistakes or misinputs
  • Cosmetic features and personalization options (e.g., /customize)

3. Snowbliss Subscription Refunds​

Subscriptions to the Snowbliss Membership are handled via Ko-fi.
Frostveil Emporium does not process refunds for Snowbliss subscriptions directly.

Users seeking a refund must:

  • Request it through their Ko-fi account or payment provider
  • Follow Ko-fi’s refund process and policies

Refunds are not guaranteed and are subject to Ko-fi’s discretion.

4. Accidental or Duplicate Payments​

In rare cases where a duplicate transaction occurs (e.g., paying twice within seconds), you may contact our support team.
Frostveil will evaluate the request and may issue a refund only if:

  • The duplicate payment is verifiable
  • No Shards or benefits were claimed from the second payment
  • The request is made within 48 hours of the duplicate transaction

5. Technical Errors and Failed Deliveries​

If a system error prevents a successful transaction (e.g., Shards not delivered, item not received), you may be eligible for resolution.
We may:

  • Deliver the missing content manually
  • Revert the transaction
  • Offer a partial refund at our discretion

Issues must be reported within 72 hours from the time of transaction.

6. Abuse of Refund Requests​

Filing false, repetitive, or malicious refund requests is strictly prohibited and may result in:

  • Temporary or permanent suspension of your Frostveil account
  • Revocation of Snowbliss or wallet access
  • Blacklisting from future purchases or benefits

7. How to Request a Refund or Report a Problem​

To request a refund (where eligible), or report a transaction issue:

  • Contact support via Modmail (Discord DM)
  • Include relevant details: transaction ID, date/time, amount, and issue description

We will respond within 3–5 business days. Refund eligibility is determined case-by-case.

8. Changes to This Policy​

We may update this Refund Policy at any time.
Changes will be posted on our official website or Discord announcement channels.

Continued use of Frostveil after changes indicates your acceptance.

9. Contact​

For all refund inquiries and account-related issues:

Thank you for supporting Frostveil Emporium.