Refund policy

Last updated: [date of publication]

This policy covers Nexium bought with real money in Eternal Nexus: Echoes. The Nexium store isn't open yet; this policy will apply from the day it opens.

The basics

• Nexium is a digital item that is added to your account straight away. Because of that, purchases are generally final once the Nexium has been added.
• A refund always goes back to the card or account you paid with, through Paystack. Nexium itself is never paid out, cashed out or converted to money.
• Nothing in this policy takes away your rights under the Federal Competition and Consumer Protection Act 2018 or other Nigerian law.

When we will refund

1. You were charged but no Nexium arrived and we can't add it within 3 working days of you telling us: we refund the payment in full.
2. You were charged twice, or the wrong amount, for the same purchase: we refund the duplicate or the difference.
3. A purchase you didn't make or allow (for example, a child bought Nexium without a parent or guardian's permission, or your account was used by someone else): tell us within [14 days] of the charge. If the Nexium from that purchase hasn't been spent, we refund it in full; if some has been spent, we refund the unspent part.
4. The game is permanently shut down within [90 days] of your purchase: we refund the Nexium from that purchase that you hadn't spent.
5. Anything else the law requires, or where we decide a refund is fair.

Owner to decide: the time limits in brackets above.

When we won't refund

• Nexium that has already been spent in the game, except in the cases above.
• Changing your mind after the Nexium has been added.
• Nexium removed or an account closed because the terms of service were broken (for example cheating or selling Nexium for money), except where the law requires a refund.
• Nexium earned by playing, or given to you free.

What happens to the Nexium

When we refund a purchase, we remove the Nexium from that purchase from your account. If it has already been spent, we may remove items or Nexium bought with it, or reduce your balance by the same amount.

How to ask for a refund

1. Email [contact email address] from the address you sign in with.
2. Include your Legend's name, the date of the purchase, the amount, and the Paystack transaction reference from your receipt.
3. Tell us what went wrong.

We will reply within 3 working days and give you a decision within 10 working days. Once approved, Paystack returns the money to your original payment method; your bank may take a further 5 to 10 working days to show it.

Please contact us before asking your bank for a chargeback: it is usually faster, and a chargeback may lead to the account being paused while it is investigated.

Questions

See our contact page.