Xaelor Refund Policy
Last updated: 10 August 2026
1. General
Xaelor is free to play. Payments are optional and are not required to access or play the game.
Crystals can also be obtained through normal gameplay, including through monsters, bosses, rewards and other in-game activities.
2. Crystals and Virtual Content
Crystals are virtual in-game currency and have no real-world cash value.
They cannot be withdrawn or redeemed for real-world cash.
Where an optional payment for Crystals is available, the amount to be paid and the amount of Crystals or other virtual content to be credited will be displayed before the transaction is completed.
3. Payment Processing
Payments may be processed through third-party providers, including PayPal, Stripe and Revolut.
Where these providers process payment, Xaelor does not directly store full payment-card details.
4. When a Refund May Be Provided
Xaelor aims to handle refund requests fairly.
A refund may be provided where appropriate, including where:
- the same payment was charged more than once;
- payment succeeded but the purchased Crystals or virtual content were not delivered;
- a technical problem caused an incorrect transaction;
- the payment was genuinely accidental;
- unused purchased virtual content remains on the account and a refund request is made within a reasonable period; or
- applicable law requires a refund or other remedy.
Where appropriate, Xaelor may first correct a delivery problem by crediting missing Crystals or virtual content.
5. Used Virtual Content
A refund will normally not be provided simply because a player changes their mind after purchased Crystals or virtual items have already been spent, consumed, transferred or otherwise used.
This does not affect statutory rights where digital content is faulty, incorrectly supplied or otherwise does not comply with applicable law.
6. Chargebacks and Payment Disputes
Players with a payment problem are encouraged to contact Xaelor before opening a chargeback or payment dispute.
Opening a legitimate payment dispute does not automatically result in an account ban.
Xaelor may temporarily restrict an account while a disputed transaction is investigated.
Where a payment is reversed after related Crystals or virtual content have already been used, Xaelor may remove an equivalent amount where technically possible.
Fraudulent transactions or deliberately abusive chargebacks may result in account restrictions or suspension.
7. Server or Technical Problems
Temporary maintenance, downtime, connection problems, balancing changes or normal updates do not automatically create a right to a refund.
Where a serious technical problem attributable to Xaelor prevents paid virtual content from being delivered or used as intended, Xaelor will investigate and may provide delivery, replacement content, account credit or a refund as appropriate and as required by law.
8. How to Request a Refund
Contact:
Please include enough information to identify the transaction, such as:
- game account username;
- transaction or payment reference;
- approximate date and amount; and
- a short explanation of the problem.
Never send your password or full payment-card details by email.
General account enquiries:
9. Consumer Rights
Nothing in this Policy excludes or restricts consumer rights that cannot legally be excluded or restricted.
10. Changes to This Policy
Xaelor may update this Policy when reasonably necessary.