This Refund Policy describes when and how you may obtain a refund for purchases made on csVaulted ("we", "us", "our"). It applies to all paid offerings on the Platform, including site balance top-ups and recurring subscriptions. By making a purchase you acknowledge and accept this Policy.
1. Digital Content — Express Waiver
All purchases on csVaulted consist of digital content (site balance and access to subscription features) that is supplied immediately upon payment. To the extent permitted by Article 16(m) of Directive 2011/83/EU on consumer rights, you expressly consent to the immediate supply of the digital content and expressly acknowledge that you lose your right of withdrawal once performance has begun. This is presented to you at checkout before payment is taken.
2. Site Balance Top-Ups
Site balance is an in-platform virtual currency with no real-world value. Because site balance is credited to your account immediately upon successful payment, top-ups are non-refundable once delivered, except where:
- You were charged but never received the balance (technical failure on our side);
- You were charged more than once for the same order (duplicate transaction);
- The charge is fraudulent or unauthorized (see Section 5);
- A refund is required by mandatory consumer-protection law in your jurisdiction.
Site balance that has already been spent on cases, capsules, the marketplace, or any other in-platform action is not refundable under any circumstances.
3. Subscriptions
Subscriptions are billed in advance on a recurring basis. You may cancel a subscription at any time from the Store page; cancellation stops future renewals and you keep access until the end of the current billing period.
- Initial period: the first billing period is non-refundable once subscription benefits have begun.
- Renewal periods: we do not refund partial periods or unused time after a renewal.
- Accidental renewal: if you contact us within 14 days of an automatic renewal and have not used any subscription benefits in that period, we will, at our discretion, refund the renewal charge.
4. How to Request a Refund
To request a refund covered by this Policy, email support@csvaulted.com from the email address on your account and include:
- Your account email and username;
- The order reference (e.g. the receipt ID emailed to you);
- The date and amount of the charge;
- A clear description of the issue.
We review every request individually. Approved refunds are issued to the original payment method within 5–10 business days, depending on your bank or card issuer. Site balance corresponding to a refunded amount will be removed from your account.
5. Chargebacks and Disputed Transactions
If you believe a charge is unauthorized, please contact us before initiating a chargeback — we can almost always resolve issues directly and faster. Filing a chargeback without first contacting us may result in immediate suspension of your account pending investigation, and we reserve the right to terminate accounts that repeatedly file unjustified chargebacks.
6. Currency, Taxes, and Fees
Prices are displayed in euros (EUR) and may be converted to your local currency by your card issuer. Any currency-conversion fees, bank charges, or local taxes are your responsibility. Refunds are issued in the original transaction currency for the amount originally charged in EUR.
7. Statutory Rights
Nothing in this Policy limits any non-waivable consumer rights you may have under the mandatory laws of your country of residence. Where such laws grant you rights beyond those described here, those rights apply.
8. Changes
We may update this Refund Policy from time to time. The "Last updated" date reflects the most recent revision. Changes apply only to purchases made after the new Policy takes effect.
9. Contact
Questions about refunds or billing? Email support@csvaulted.com and we'll get back to you within 2 business days.