Refund & Cancellation Policy

1. The Nature of Digital Goods

Vaultforge sells digital game assets that are delivered electronically and downloaded immediately. Because these products are intangible and, once downloaded, cannot be “returned” in any meaningful sense, all sales are generally final except as set out in this Policy or as required by applicable law.

2. Right of Withdrawal (EU/EEA Consumers) and Its Waiver

If you are a consumer in the European Union or European Economic Area, you ordinarily have a 14-day right of withdrawal for online purchases. However, for digital content delivered immediately, this right does not apply once performance has begun with your prior express consent and your acknowledgement that you thereby lose your right of withdrawal.

By starting a download or otherwise accessing a purchased asset, you expressly request immediate delivery and acknowledge that you waive your 14-day withdrawal right for that asset. If you have purchased an asset but have not yet started the download, you may still be entitled to withdraw within 14 days — contact us to request a cancellation and refund.

3. When You May Be Eligible for a Refund

Notwithstanding the above, we will consider refunds in the following circumstances:

• Faulty or corrupted files that cannot be opened or used as described, where we are unable to provide a working replacement;
• Undeliverable purchases where the download fails on our side and cannot be resolved;
• Significant misdescription where the asset materially differs from what was advertised on its product page;
• Duplicate or accidental charges for the same item.

Refunds are not provided for change of mind, lack of compatibility you could reasonably have assessed before purchase, or because you no longer need the asset, except where the law requires otherwise.

4. How to Request a Refund

To request a refund or cancellation, email support@vaultforge.com from the address associated with your account and include your order number, the asset name, and a description of the issue (including any error messages or screenshots, where relevant). We may ask for additional information to verify your purchase and diagnose the problem.

5. Processing Times

We aim to review refund requests within 1–2 business days. If a refund is approved, it will be issued to your original payment method through our payment processor, Stripe. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.

6. Chargebacks

If you believe a charge is incorrect, please contact us first — we can usually resolve issues faster than the chargeback process. Initiating a chargeback or payment dispute without first contacting us, or in bad faith, may be treated as a violation of our Acceptable Use Policy and may result in suspension or termination of your account and the revocation of associated asset licenses.

7. Contact

Questions about this Policy or a specific order? Reach us at support@vaultforge.com or via our Contact page.