1. Talk to us first
If something is wrong with a charge, contact us at [support email] or a ticket in our Discord. Include the email you paid with and the date of the charge. We reply within 2 business days, and most problems are fixed the same day.
A chargeback takes weeks, adds bank fees, and pauses your perks while it's open. A refund from us is faster for everyone.
2. Cancelling a subscription
You can cancel any pack at any time, at no cost, from the billing portal link in your Stripe receipt or by contacting us. Cancelling stops all future charges straight away. Your perks stay active until the end of the month you've paid for.
We don't refund the unused part of a month when you cancel, unless one of the cases below applies.
3. When you get a refund
| Situation | What you get |
|---|---|
| Charged twice, or charged after you cancelled | Full refund of the extra charge |
| Someone used your card without permission (for example a family member) | Full refund once confirmed, and the perks are removed |
| We didn't deliver your perks within 24 hours (after the server is live and you've sent any details we need), and we can't fix it after you tell us | Full refund of that month |
| Pre-order, and launch is delayed more than 30 days past the announced date | Full refund if you cancel |
| You cancel within 48 hours of your first payment and no perk has been used yet | Full refund |
| We close the server for good, or stop selling packs because Bohemia's rules or approval change | Subscriptions cancelled, unused part of the current month refunded |
| We raise your price and you cancel before the new price applies | No new charge at the higher price |
Refunds go back to the card or account you paid with, within 15 days of us approving them. Your bank may take a few more days to show it.
4. When we don't refund
- The unused part of a month after you cancel (you keep your perks until it ends).
- A month in which you've already used your perks, such as logging in through priority queue.
- A Bunker Intel Sheet that has been redeemed and the bunker placed.
- Bans for breaking the server rules. We cancel your subscription so you aren't charged again.
- Normal server events: restarts, wipes, DayZ or mod updates, short outages, losing gear, bases or a bunker to other players.
- Changing your mind about artwork after it's been approved and put in game.
None of this removes any refund or cancellation right you have under consumer protection law. If the law gives you more, you get more.
5. Chargebacks and disputes
A chargeback (or payment dispute) is when you ask your bank to reverse a charge instead of asking us. You have the right to do that. Here's what happens if you do:
- Perks are paused. While a dispute is open, the perks linked to that payment are paused and new purchases from the same account are blocked.
- We respond to the bank. We send the bank our records: your Stripe receipt, your agreement to these policies at checkout, the Steam and Discord accounts linked to the order, and server logs showing when the perks were delivered and used.
- If the bank sides with you, the perks from that payment are removed and the subscription is cancelled.
- If the bank sides with us, your perks are restored.
- If you withdraw the dispute after we've sorted it out with you directly, your perks are restored too.
Fraudulent chargebacks. Disputing a charge you knowingly made and used, to get perks for free, is treated as a serious breach of these policies. It can lead to a permanent ban from the Kilo35 server and community, linked to the Steam accounts on the order.
If your card was used without your permission, tell us. We'll refund it and you won't need to file a dispute.
6. Contact
Social Aim Solutions Ltd., [business address]. [business phone]. Refund requests: [support email] or a ticket in our Discord. See also our Terms of Service.