Refund Policy

Last updated 30 September 2026

In short: if you have not activated your licence, ask within 14 days of purchase and you will be refunded in full. Once the loader has been run and the licence bound to a machine, the software has been delivered and the purchase is final. Server punishments are never grounds for a refund.

1. Who issues the refund

We issue refunds through Shopify, back to the payment method you used. Earlier purchases sold by Paddle (Paddle's name is on that receipt and statement) are refunded by Paddle. A refund normally appears on your statement within 5–10 business days of being approved, depending on your bank.

2. When a refund is available

Not yet activated, within 14 days. If you have not signed into the AshFall loader with your licence, you may request a full refund within 14 days of the purchase date, for any reason.
We failed to deliver. If, through a fault on our side, your licence has not been created within 48 hours of a completed payment and we cannot resolve it, you are entitled to a full refund.
Duplicate purchase. If you were charged more than once for the same licence, the duplicate is refunded in full.

3. When a refund is not available

After activation. AshFall is digital content delivered immediately. Running the loader and binding the licence to a machine is delivery and use; from that point the purchase is final. By activating within any statutory withdrawal period you expressly agree to immediate delivery and acknowledge that you lose the right to withdraw.
Server penalties. Using third-party software on a server you do not own can breach that server's rules. As section 6 of the terms sets out, a suspension, ban or loss of account progress on any server is a risk you accept and is not a basis for a refund.
Compatibility you could have checked. The supported platforms (Windows and Linux; 26.1.2 with Fabric) are stated on the purchase page. Buying for an unsupported system is not a fault on our side.
Licence revoked for breach. A licence revoked under the terms (sharing, reselling, tampering with the licensing system) is not refunded.
Change of mind after activation, or dissatisfaction with a feature's behaviour on a particular server.

4. Chargebacks

Please contact us before opening a dispute with your bank. A chargeback filed on a purchase that has been activated is treated as a breach of the terms: the licence is revoked permanently, and the Discord account, game account and machine it was bound to are barred from future purchases.

5. How to request one

Find your order number on the receipt email.
Contact us through the AshFall Discord or at with the order number and the Discord ID you purchased with.
If you bought through Paddle, you can also contact Paddle's buyer support directly at paddle.net; Paddle will check the request against this policy with us.

Requests are answered within 3 business days.

6. Your statutory rights

Nothing in this policy limits rights you have under the consumer law of your country that cannot be waived. Where such a right applies, it takes precedence over this policy to the extent of any conflict.