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Refund Policy

Last updated November 5, 2026

We want every purchase to be fair. Ask us first before you dispute a payment with your bank: it is faster for you, and a dispute costs us a fee.

You get a full refund

If you paid but the shards did not arrive. Most such payments are refunded automatically within minutes.
If you were charged twice or the wrong amount.
If you bought by mistake, asked within 14 days, and have not spent the shards from that purchase.

How to ask

Use the Contact support form (also in the game: the gear button, then Contact support). Choose "Payment" and give your username and the purchase code shown in the game or on the shop page (or the date and amount). The money goes back to the card you paid with; your bank may take 5 to 10 days to show it.

What happens to the shards

A refund or a chargeback takes the shards from that purchase back out of your hold. If they were already spent, your shard balance can go to 0. Gold and buildings from a Keep offer stay.

Other cases

Shards that have been spent are not refunded, except where the law where you live says otherwise.