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Refund Policy

Our Commitment to Players​

We strive to provide the best possible gaming experience and offer our refund system as a courtesy to support players who encounter genuine technical issues or server-related problems. While we carefully review each request, please understand that refunds are provided at our discretion to ensure fair play and server stability.

General Guidelines​

  • Each refund request is reviewed individually. References to other tickets or circumstances will not be considered.
  • The final decision on all refunds lies with the moderation team.
  • In exceptional circumstances, cases that fall outside these guidelines may be reviewed by multiple moderators for special consideration. However, this is extremely rare and should not be expected.

Proof Requirements​

  1. Recording Requirements

    • First-person recordings are strongly preferred and will expedite the review process
    • Recordings with keyboard/input overlays are highly recommended for all submissions
    • Third-person recordings may be accepted at staff discretion
    • No proof = no refund (except for documented server-wide issues)
    • For nexus input issues, an input overlay is mandatory - audio proof alone is insufficient

  2. Quality of Proof

    • Proof must be clear and unambiguous
    • Unclear or ambiguous proof may result in denial
    • Edited or manipulated footage will result in permanent account/Discord bans

What We Refund​

  • Frame skipping due to high-stress instances
  • Server crashes and rollbacks (specific instances only)
  • Verified bug-related deaths
  • The bug must be the direct cause of death
  • Examples of non-refundable scenarios:
    • Core activation deaths when nexus time was available
    • Deaths following a stacked shot but occurring normally afterward
    • Invulnerability malfunctions while intentionally sitting on mobs

What We Don't Refund​

  • Internet/PC issues
  • Dragging deaths
  • AFK or tabbed-out deaths
  • Deaths from intentionally sitting on/near dangerous mobs
  • Item lending incidents
  • Hacked accounts older than 4 months
  • Deaths without first-person recording
  • Fabricated or misrepresented scenarios

Trial Refunds​

  • Refunded via quake with original party members when possible
  • Trial tokens may be provided if party reconstitution isn't possible
  • Some situations may be deemed non-refundable at moderator discretion

Time Limits​

  • Death-related refunds: Within 5 days
  • Item-related refunds: Within 2 weeks

Miscellaneous Rules​

  • Harassment of moderators will result in punishment
  • Lies or misleading statements result in permanent bans
  • Creating alternate accounts to avoid punishment is forbidden
  • Harassing other players about refunds, sharing clips solely to create drama, or causing community disputes over refund decisions may result in permanent loss of refund privileges
  • All moderator decisions are final

For recording guidelines, visit: https://blog.valorserver.com/game-recording/