This Refund Policy applies to purchases and Card transactions on Tide of Steel, operated by Sininelabs OÜ, registration code 17369353, Harju maakond, Tallinn, Haabersti linnaosa, Päevalille tn 6-15, 13513, Estonia. It supplements the Terms & Conditions. Nothing in this Policy limits a consumer right that cannot lawfully be excluded.
A refund reverses a purchase. A Company buyback of a Card, payment of proceeds from a player-to-player sale, and payment of an Affiliate commission are different transactions, governed by their own terms.
You may request cancellation of an eligible purchase made directly from the Company within 14 calendar days of purchase, without giving a reason:
This is the Company’s contractual cancellation offer. An eligible cancelled digital item or unused Crystals will be removed from your account when the refund is made. A direct EUR or USD payment is refunded at the amount actually paid, taking account of any discount. Where a Card, Case, or rental was purchased with Crystals, eligible cancellation normally restores the Crystals used rather than paying cash for them. Separately identifiable items in one order are assessed individually.
Applicable consumer law may give you a separate right to withdraw from a distance purchase within 14 days. For digital content supplied immediately, loss of that right requires the legally prescribed prior express consent, acknowledgement, and confirmation; these Terms alone do not establish that those steps occurred. The contractual offer in Section 2 does not reduce a statutory right that remains available.
If paid digital content is not delivered, does not match its description, or is faulty, contact us. We will assess the appropriate delivery, correction, replacement, price reduction, or refund under applicable law. A duplicate charge for the same purchase will be returned. A refund or other remedy required by law is not reduced to 80% merely because the Company offers Card buybacks.
A completed Card sale between players is not a direct Company purchase covered by the voluntary change-of-mind offer in Section 2. If a Card is not delivered, a payment is duplicated, the transfer is unauthorised, or the Card materially differs from its listing, either party may contact us. We will review the available Card, account, and transaction records and provide the correction, reversal, or other remedy required by the transaction outcome and applicable law.
If a sale is reversed, the related Card transfer, seller proceeds, and the Company’s 5% marketplace fee are reversed or adjusted consistently. The Company does not retain the fee on a sale cancelled before completion. A dispute may temporarily reserve the proceeds reasonably connected to it; it does not automatically forfeit unrelated settled proceeds. The 5% fee is not a fee for requesting or receiving a refund.
Where a Card is eligible for Company buyback, the Company pays 80% of its Original Paid Value as defined in Section 2.5 of the Terms & Conditions. This is a separate sale of a Card to the Company, not a refund of its original purchase. If a buyback does not complete, the Card or agreed proceeds will be restored as appropriate. You cannot receive both a refund and a buyback payment for the same Card purchase.
Seller proceeds from completed player-to-player sales and accepted Company buybacks are paid under Section 2.7 of the Terms. Unused Crystals do not become a withdrawable cash balance merely because an eligible purchase of them may be refunded. Affiliate commissions are governed by the separate Affiliate Compliance Policy.
Email support@tideofsteel.com from or with the email associated with your account. Include the order or transaction number, purchase date, and item or Card ID where available. State whether you wish to cancel an eligible purchase within 14 days or report a billing, delivery, or content problem. No reason is needed for a cancellation under Section 2, and no special form is required.
We may ask for information reasonably needed to locate the transaction, confirm that the request is authorised, or investigate the issue. Do not send your password, full payment-card number, or card security code. A verification request does not extend a statutory refund deadline.
Where possible, a fiat refund goes to the original payment method. If that method is unavailable, we will arrange another lawful method. An eligible purchase made with Crystals is normally reversed by restoring those Crystals. No deduction will be made from a mandatory reimbursement where applicable law requires repayment without charge.
For a statutory withdrawal, we reimburse without undue delay and within the applicable legal deadline, normally no later than 14 days after receiving the withdrawal notice. Other refunds approved under this Policy are processed within 14 calendar days after approval unless a shorter mandatory deadline applies. A payment provider may take additional time to display the credit. We will account for any prior chargeback or reversal to prevent the same amount being paid twice.
Closing an account does not cancel an eligible refund. Remaining unused purchased Crystals are handled under Section 2.4 of the Terms and may be refunded at their recorded paid value, subject to lawful deductions or holds. Settled Card-sale and buyback proceeds remain subject to the separate payout rules in Section 2.7 of the Terms. Questions and refund requests may be sent to support@tideofsteel.com.
