Refunds, and the 14-day right

The short version

• Ask us first, always — the contact page. A chargebacked payment is a permanent ban; a refund request costs you nothing.
• A rank that has been delivered and used is normally not refundable. The reasons are explained below.
• A payment that took your money and gave you nothing is always refundable. That is a failure, not a purchase.
• Cancelling a subscription is instant, self-service, and needs no reason.

Why immediate delivery matters

A rank is applied as soon as Tebex confirms the payment — within a minute or two if you are online, on your next login if you are not. There is nothing to ship, nothing to return and nothing to put back on a shelf. That is the point of buying one, and it is also the thing that changes your legal position, so it is worth understanding before you buy rather than after.

Your 14-day right of withdrawal

If you are a consumer in the EU or the UK, buying online normally gives you 14 days to change your mind and get your money back, with no reason needed. That right exists for digital content too.

It has one specific exception, and it is the one that applies here. The right is lost once supply of the digital content has started, if you expressly asked for it to start immediately and acknowledged that starting it costs you the right to withdraw. Tebex’s checkout asks for exactly that consent and acknowledgement before it takes the payment. Agreeing to it is what makes the rank arrive in a minute instead of a fortnight.

So, concretely:

• You consented and the rank was delivered

  The withdrawal right no longer applies to that purchase. Anything we do after that is goodwill, not law — and we do some of it, below.

• You bought it and it has not been delivered yet

  Supply has not started, so you keep the full 14 days. Withdraw and you get all of it back. (Better still, tell us: an undelivered purchase is usually a bug we can fix in minutes.)

• You are not an EU or UK consumer

  The withdrawal right is a consumer right under those regimes. Whatever your own law gives you still stands — this page does not take anything away.

To withdraw where the right does apply, say so in writing within 14 days of the purchase to mc.carbonnet.work@gmail.com with Refund request as the subject line. There is no postal address; email is the route. Any clear statement works and you do not need a form — the subject line just gets it to the right place faster. We refund to the original payment method within 14 days of receiving the notice.

None of this affects your rights if something was faulty or was not as described. Those are separate, they last longer, and the 14 days has nothing to do with them.

Who you are asking

Tebex is the merchant of record for every purchase — they took the payment, they issued the receipt, and they are the name on your statement. We are the ones who can see whether the rank arrived, whether you were banned, and whether the thing you paid for is working.

In practice: write to us first. We will look at what actually happened and, where a refund is right, either arrange it with Tebex or point you at them with the transaction reference in hand. Going straight to Tebex works too, and they will usually come back to us anyway.

Subscriptions

Ranks recur monthly. You can cancel at any time through Tebex without asking us and without giving a reason. Cancelling stops the next charge; it does not cut the period you have already paid for, so the rank keeps working until that period ends.

We do not refund part of a month. The rank was live and usable for the whole of it, and billing it by the hour is not something either we or Tebex can do.

A renewal that caught you out is a different thing from a period you used. If a renewal charged you within the last 7 days and you have not logged in since, ask — that is the case we most often say yes to.

When we refund

• Nothing arrived. Paid and no rank, or the wrong package, or it landed on the wrong account. Usually we fix it rather than refund it, and either way you are not out of pocket.
• You were charged twice for the same thing.
• A child bought it without the bill payer’s permission. Write from the payment account and we will unwind it. The rank comes off; we are not trying to keep both.
• We removed the thing you bought it for shortly after you bought it. If a perk you paid for disappears within 7 days of the purchase, that is on us.

When we do not

• You were banned. A rank is permission to use features on a server you can no longer join, so a ban ends it — the terms set that out. Being banned for breaking the rules is not a refund event. Win an appeal and the rank comes back instead.
• You used it and then changed your mind. A month of a rank you played on is a month you had.
• Something happened in game. Lost items, a grief, a bad trade, a player who scammed you — those are worth reporting and we do act on them, but they are not a fault in the thing you bought.
• Someone else used your account. Keep your password to yourself; we cannot tell your sibling from you.
• A season reset. Resets are announced in advance, ranks survive them, and a world ending on schedule is not a defect.

Chargebacks

Opening a chargeback instead of asking is treated as payment fraud: a permanent network ban, and the loss of everything on the account including anything you paid for separately. It also costs us a fee on top of the money, which is why the response is blunt.

If you are reading this because you already did it, say so — a reversed chargeback and an honest message is a conversation we will have.

If a server closes

A rank is a licence to use a running service, so it ends when the service does. If we close a server or the network and you have more than 14 days left on a subscription, we refund the unused time. Under 14 days we do not, because the rank was live and usable for essentially all of the period you paid for. We would also cancel renewals first and say so on news before shutting anything down, so nobody is billed for a month that will not happen.

How long it takes

We aim to answer a refund request within 12 to 24 hours. Once a refund is issued it is the card network’s clock, not ours — usually a few working days, occasionally longer, and it goes back to the method you paid with.

Asking

Use the contact page. Include your in-game name, the email you paid with, and the Tebex transaction reference from your receipt — with those three things we can usually answer in one reply instead of four.