Punkham Mayhem offers optional paid content - including digital items,
a premium upgrade, and a Battle Pass. This policy explains what
happens if something goes wrong with your purchase, when you are
entitled to a refund, and how to ask for one.
We want every purchase to feel worthwhile. If it does not, we will do
our best to make it right within the rules set out below.
EU and UK consumers have additional rights under the Consumer Rights
Directive (2011/83/EU) and the Consumer Rights Act 2015. These are
set out in full in Section 5. Nothing in this policy limits rights
you cannot waive under your local law.
2. What We Sell
Punkham Mayhem offers the following types of paid digital content.
All items are delivered instantly upon purchase confirmation.
💎
Digital Items
In-game cosmetics, character skins, crew upgrades, and collectibles. Delivered to your account immediately.
⚡
Premium Version
One-time upgrade unlocking exclusive content, features, or an ad-free experience.
🎫
Battle Pass
Season-based progression pass granting access to exclusive rewards across the season.
All purchases are final digital content transactions. No physical
goods are shipped. Pricing is displayed in your local currency at
the point of purchase.
3. General Refund Policy
As a general rule, digital goods that have been
accessed, consumed, or used are non-refundable. This is
standard practice for digital content and is consistent with EU
consumer law once you have expressly consented to immediate delivery
and acknowledged that your right of withdrawal is lost upon access.
Eligible for refund
Purchase failed but payment was charged
Item was not delivered after successful payment
Item delivered was materially different from what was described
Demonstrable technical defect preventing any use of the item
Duplicate charge for the same transaction
EU / UK consumers within the 14-day withdrawal window (see Section 5)
Change of mind after accessing or using the content
Battle Pass rewards already claimed or progressed
Digital items already equipped, applied, or used in-game
Disliking the item after purchase (appearance, stats, etc.)
Account banned or suspended due to rule violations
Game progress lost due to browser data clearing
Requests made more than 30 days after the purchase date
4. Technical Failure Exceptions
If something breaks on our end, we will fix it or refund you. You
are entitled to a refund or a replacement if:
Non-delivery - your payment was
confirmed but the purchased item never appeared in your game,
and we cannot resolve the delivery issue within 5 business days.
Wrong item delivered - you received a
different item from the one shown at the point of purchase, and we
cannot provide the correct item.
Item permanently broken - the purchased
content is completely non-functional due to a bug on our side and
we cannot issue a fix within a reasonable timeframe.
Duplicate charge - your payment method
was charged more than once for the same transaction. We will refund
all duplicate charges in full.
Payment processor error - a confirmed
technical error on our payment system caused an unintended charge.
✅
Our commitment
If a technical failure is confirmed on our side, we will issue a
full refund or a replacement without asking you to jump through
hoops. Just email us with your transaction details and we will
investigate promptly.
5. EU & UK Consumer Rights
🇪🇺
Consumer Rights Directive - 2011/83/EU · UK CRA 2015
If you are resident in the European Union, European Economic Area,
or the United Kingdom, you have a statutory
14-day right of withdrawal
from the date of purchase - commonly called the "cooling-off period."
Before access: If you
have not yet accessed, downloaded, or used the digital content,
you may cancel within 14 days for a full refund - no reason
required.
After access - with prior consent:
If at the time of purchase you expressly consented to immediate
delivery and acknowledged that doing so waives your right of
withdrawal, the right is lost once you access the content. This
consent is recorded at checkout.
After access - without prior consent:
If we failed to obtain your clear, explicit consent to waive the
right of withdrawal at checkout, your 14-day right remains intact
regardless of access.
To exercise your right of withdrawal, email
punkham@punkverse.world
within 14 days of purchase with your transaction reference. We will
process the refund within 14 calendar days of receiving your request,
using the same payment method used for the original purchase.
6. How to Request a Refund
Refund requests are handled by email. Here is exactly what to do:
Email us
Send an email to
punkham@punkverse.world with the
subject line "Refund Request".
Do this within 30 days of your
purchase date (14 days for EU/UK withdrawal).
Include these details
Use the template below to give us everything we need to find your
transaction quickly. Missing information will delay your request.
Wait for our response
We will acknowledge your request within
1 business day and aim to resolve it
within 5 business days. Complex cases
(e.g. disputed fraud) may take up to 14 days.
Receive your decision
We will email you the outcome. If approved, refunds are issued via
your original payment method. Processing time varies by payment
provider - typically 3–10 business days to appear.
Email template - copy and fill in:
To:punkham@punkverse.worldSubject:Refund Request - [Your Display Name]Display name:[your in-game username]Purchase date:[DD/MM/YYYY]Item purchased:[item name / Battle Pass / Premium]Transaction ID:[from your payment receipt email]Amount charged:[e.g. £4.99]Payment method:[e.g. Visa, PayPal]Reason:[describe the problem clearly]Screenshots:[attach if relevant - error messages, receipts]
7. What Happens After You Submit
Here is what to expect once your refund request lands in our inbox.
Within 1 business day
We send an acknowledgement confirming we received your request
and a reference number you can quote in follow-ups.
Within 5 business days
We investigate and reach a decision. For straightforward cases
(duplicate charges, non-delivery) this is usually faster.
We email you the outcome with a clear explanation.
If approved - within 14 days
Refund issued to your original payment method. Your payment
provider's processing time (typically 3–10 business days) applies
on top of this before it appears on your statement.
If declined
We explain why clearly and point you to any applicable escalation
routes - including your payment provider's dispute process or your
national consumer authority.
⚠️
Business days
"Business days" means Monday–Friday, excluding Nigerian public
holidays. Requests submitted on weekends or public holidays are
treated as received on the next business day.
8. Chargebacks & Payment Disputes
If you believe you have been charged without authorisation, please
contact us first before initiating a
chargeback with your bank or payment provider. We resolve
unauthorised charge claims quickly and without the delays that a
formal dispute process involves.
Fraudulent charges - email us
immediately at punkham@punkverse.world
with "Unauthorised Charge" in the subject line.
Chargeback initiated without contacting us
- if a chargeback is filed and we determine the purchase was
legitimate, we may suspend access to purchased content while the
dispute is open. Items are reinstated if the chargeback is
reversed.
Payment processor disputes - if you
purchased via a third-party platform (e.g. Google Play, Apple
App Store, PayPal), their refund policy may apply. We will
cooperate with their process and provide transaction records on
request.
9. Changes to This Policy
We may update this Refund Policy when we change our product offering,
payment providers, or when consumer protection laws change. Material
updates will be announced in the game with at least 14 days' notice.
The "Last updated" date at the top of this page is always current.
The version of this policy in effect at the time of your purchase
is the version that applies to that transaction - even if we later
update the policy.
10. Contact
Refund requests, purchase questions, or payment concerns - we are
here. Use the template in Section 6 for refund requests.