Refund Policy

1. General provisions

This Policy governs refunds of voluntary contributions to the Osirius project (the “Service”). The Operator is [controller name], Tax ID [INN], registration number [OGRN/OGRNIP], address [address], email [email protected].

Contributions are voluntary support for the project and are not a mandatory payment for access to the game or a purchase of goods. If in-game bonuses are provided for a contribution, they are a token of appreciation rather than goods. At the same time, this Policy does not intend to limit rights granted to you by law.

2. When a refund is available

We refund funds in the following cases:

• Duplicate payment. The same transaction was charged twice or more.
• Wrong amount or details. You entered an incorrect amount, or the payment was misdirected due to our error.
• Bonus not delivered. The payment is confirmed, but the bonus was not credited and cannot be credited within a reasonable time.
• Unauthorised payment. The transaction was made without your consent by a third party; confirmation and review are required.
• Cancellation before crediting. You changed your mind before the bonus was provided.
• Other cases required by law.

If a bonus has already been credited and has not been used, you may apply within 14 calendar days of payment. We will review the refund within reasonable limits, taking into account actual costs and legal requirements.

3. When a refund may be limited

We may refuse a refund if:

• the bonus was used, spent or transferred to another account;
• the payment is connected with fraud, another person’s funds or a dishonest chargeback;
• the account was blocked for a breach of the rules and the refund concerns bonuses already used;
• a significant period has passed and it is impossible to establish that the service was not provided.

This refusal does not apply where the law requires a refund. A block for a breach of the rules does not by itself remove your right to a refund for an erroneous or undelivered payment.

4. How to request a refund

1. Email [email protected] from the email linked to your account.
2. Include your login, payment date and amount, transaction identifier, payment method and reason.
3. Attach a receipt or confirmation screenshot if available. Do not send full bank card details.
4. We will acknowledge the request and ask for clarification if needed. Review takes up to 10 business days after we receive complete information.
5. The refund is made by the original payment method where technically possible. Crediting time depends on the bank or payment service.

Payment system and bank fees may be deducted only where permitted by law and made known in advance. We will tell you the final refund amount before processing.

5. Chargebacks and disputed transactions

If you do not recognise a payment, contact support first: it is often faster than a bank dispute. In the case of a dishonest chargeback after receiving and using bonuses, we may restrict the account and seek legal protection. This does not remove your right to dispute a transaction with your bank or go to court.

6. Consumer rights

If consumer protection law applies to a particular payment, you retain all mandatory rights, including the right to information, quality of service, cancellation and compensation for losses. This Policy is not a waiver of those rights and does not set less favourable conditions than the law.

Disputes are resolved in accordance with applicable law. A claim may be sent to [email protected]; we respond within a reasonable period, usually within 30 calendar days.

7. Changes to this Policy

We may update this Policy. A new revision is published on this page with a new date. Payments made before publication are governed by the revision in force at the time of payment, unless otherwise required by law.