Refund and Cancellation Policy

1. Delivery of digital goods

Everything we sell is digital. There is no physical shipment and no shipping charge. Purchases are credited to your game account immediately after payment is confirmed.

If a purchase does not appear in your account within one hour, email support@haku-core.com with the order reference and we will either deliver it or refund it in full.

2. In-game purchases

• Entirely unused purchases: request a refund within 14 days of the charge and, provided the purchase is entirely unused — currency not spent, pass benefits not claimed, bundle contents untouched — we refund it in full.
• Partly used purchases: we do not normally refund a purchase once it has been used, but we look at duplicates, obvious mistakes and edge cases individually — write to us.
• Our fault: if a charge was duplicated or otherwise wrong, or a fault on our side stopped you using what you bought, we refund it in full.
• Purchases by a minor without consent: a parent or legal guardian can contact us and we will resolve it with them.
• If we permanently discontinue a game, we refund the unused paid in-game currency remaining on your account, as described in the Terms of Service.
• A purchase made through a third-party platform or store follows that platform’s refund policy, because that platform is the merchant of record for the sale.

3. Statutory withdrawal rights

If you are a consumer in the European Union or the United Kingdom, you normally have 14 days to withdraw from a distance contract. For digital content supplied immediately, that right ends once supply has begun with your express consent and your acknowledgement that you lose the right of withdrawal — which is why we ask you to confirm this at checkout. If you did not give that consent, or supply has not begun, you may withdraw within 14 days for a full refund.

If you are a consumer in Taiwan, the Consumer Protection Act gives a seven-day appraisal period for distance sales, subject to the exceptions for digital content that is supplied immediately and cannot be returned. We honour the seven-day period wherever it applies, and our own policy above is more generous in most cases.

Residents of jurisdictions with mandatory statutory refund rights — including Australia under the Australian Consumer Law — keep those rights in full. Nothing here limits them.

4. How to request a refund

1. Email support@haku-core.com from the email address on the account.
2. Include the charge date, the amount, and the item concerned. A receipt number helps but is not required.
3. We acknowledge within 2 business days and tell you the outcome and, if approved, when to expect the money.

5. How refunds are paid

• Refunds go back to the original payment method. We cannot send a refund to a different card, account or person.
• We submit approved refunds within 5 business days. Your bank or card issuer then usually takes a further 5 to 10 business days to post it.
• Refunds are issued in USD. If your card was billed in another currency, the amount you receive may differ slightly because of exchange rate movement — that difference is set by your bank, not by us.
• We do not deduct a processing fee from refunds.

6. When we may decline

• The request falls outside the windows above and no statutory right applies.
• The account shows a pattern of buy-and-refund activity that is inconsistent with genuine use.
• The purchase was made with a payment method that was not yours to use, in which case we work with the cardholder and the issuer instead.
• The account was terminated for a breach of the Acceptable Use Policy.

If we decline, we tell you why in writing and explain how to escalate it. You can always ask a human to look at it again.