Refund Policy

Last updated: June 2026

This Refund Policy explains your rights when you buy through the BorderSMP store, including the EU right of withdrawal and when refunds are available. It forms part of our Terms of Service. By making a purchase you agree to this policy.

1. Your EU right of withdrawal (14 days)

As we are based in the European Union (Bulgaria), consumers in the EU have a statutory right to withdraw from a distance contract within 14 days without giving any reason, under Directive 2011/83/EU and the Bulgarian Consumer Protection Act (Закон за защита на потребителите).

2. Important: immediate delivery and loss of this right

Our items are digital content delivered instantly to your in-game account. Under EU law, you lose the 14-day right of withdrawal for digital content once delivery has begun, provided that:

• you gave your express prior consent for delivery to begin immediately; and
• you acknowledged that you would lose your right of withdrawal once delivery starts; and
• we provided you with confirmation of that consent.

At checkout you are asked to tick a box confirming exactly this. If you tick it and we deliver your items, your 14-day right of withdrawal no longer applies to that purchase. If you do not want to lose this right, do not tick the box and do not complete the purchase — contact us instead.

If you have not yet received your items, or if you did not give that consent, you keep your full 14-day right of withdrawal and can cancel for a full refund.

3. How to withdraw or request a refund

You can withdraw or ask for a refund by any clear statement. The easiest ways are:

• Join our Discord server and open a support ticket, or
• Email the address listed on our Discord.

Include your in-game username, the approximate date of purchase, and the item. You may use a simple statement such as: "I hereby withdraw from my contract for the following purchase: [item], [username], [date]." We will confirm receipt of your request.

4. When we will always refund

• Non-delivery: you paid but the item was never delivered, and we cannot deliver it after you contact us.
• Duplicate charge: you were charged more than once for the same order due to a technical error.
• Unauthorized payment: the purchase was made without your authorization and the items have not been substantially used.
• Faulty or not as described: the item does not match what was advertised.
• Valid withdrawal: you exercised your 14-day right of withdrawal before losing it (see sections 1–2).

5. When refunds may not be available

Outside the cases above, and once you have validly consented to immediate delivery and received your items, we generally cannot refund where:

• You simply changed your mind after the items were delivered.
• You have already used or spent the items (for example, spent your Gems or used rank perks).
• You were banned or suspended for breaking the server rules.
• A perk was changed or removed as part of normal server development.
• You bought an item you already owned (the Store checks rank ownership before purchase, but confirming what you buy remains your responsibility).

None of this limits your mandatory statutory rights as an EU consumer.

6. A note on usernames (cracked and premium accounts)

Our server accepts both official (premium) and non-premium ("cracked") Minecraft accounts, and usernames are not verified against Mojang. Items are delivered to the exact username you enter at checkout. If you mistype your username and the items are delivered to a different name, this is not a fault on our side; contact us and we will try to help, but we cannot guarantee recovery. Please double-check your username before paying.

7. How refunds are processed

Approved refunds are returned to your original payment method through Stripe, without undue delay and no later than 14 days after we accept your withdrawal/refund. It may take several business days to appear, depending on your bank. When a refund is issued, the related items (rank, Gems, or perks) will be removed from your account.

8. Complaints and consumer protection

If we cannot resolve a dispute directly, you may contact the Bulgarian Commission for Consumer Protection (Комисия за защита на потребителите).

9. Chargebacks

Please contact us first. Starting a chargeback without giving us a chance to resolve the issue may result in removal of purchased items and a ban from the server and Store. Genuine problems are always something we want to fix directly. This does not affect your statutory rights.

10. Changes to this policy

We may update this Refund Policy from time to time. The "Last updated" date shows the latest version. The policy in effect at the time of your purchase applies to that purchase.