Refund Policy

This Refund Policy applies to purchases made for Primal, operated by Primal Defense LLC. It forms part of our Terms of Service.

1. When we will refund you

We will issue a refund where:

• You were charged but never received your purchase. If a payment succeeded and the items never reached your account, we will either deliver them or refund you in full — your choice.
• You were charged more than once for the same order. Duplicate charges are refunded in full.
• The purchase was unauthorised. If someone bought something using your payment method without your permission, contact us and your payment provider immediately.
• You changed your mind and the purchase is untouched. If you request a refund within 14 days of purchase and none of the purchased currency, items, or benefits have been used, consumed, traded, or spent, we will refund you.

2. When we will not refund you

• The purchased items or currency have been used, spent, traded, or consumed
• The request is made more than 14 days after purchase, outside the cases in section 1
• The account has been suspended or banned for breaching our Terms of Service
• You are dissatisfied with a game balance change, a content update, or a drop rate
• Items were lost in normal gameplay, including death, or through a trade you agreed to
• You gave your account details to someone else who then made a purchase or spent your items

3. Your statutory rights

Nothing in this policy limits rights you have under the consumer law of your country of residence. In particular, consumers in the EEA and the UK have a 14-day right of withdrawal for digital content — note that this right is lost once supply of the digital content has begun with your express consent and acknowledgement, which is what happens when your purchase is delivered instantly to your account.

4. How to request a refund

Email stars@primalps.org with:

• Your in-game username
• The email address used at checkout
• The order or transaction ID from your receipt
• The date of purchase and what you bought
• A short explanation of why you are asking

We aim to acknowledge refund requests within 2 business days and to reach a decision within 10 business days. Approved refunds are returned to the original payment method by our payment processor; how long the money takes to appear depends on your bank or card issuer, and is typically 5–10 business days.

5. Effect of a refund

When a refund is issued, the corresponding virtual currency, items, or benefits are removed from your account. If they can no longer be removed because they have been spent or traded, we may decline the refund or deduct the shortfall. Repeatedly requesting refunds after using purchased content may result in losing access to purchases.

6. Chargebacks

Please contact us before opening a chargeback with your bank — most problems are faster to fix directly. Accounts subject to a chargeback may be suspended until the matter is resolved.

7. Contact

Refund questions go to stars@primalps.org. General help is available on our Discord, but please do not post payment details in public channels.