Refund policy

Get help with a purchase

For an in-game delivery or account issue, visit Support. For billing, an unauthorised payment or a refund request, contact Tebex buyer support.

Include the transaction reference, purchase date, item and recipient’s exact Minecraft name and edition. Describe what went wrong. Do not send passwords, login codes or complete card details.

Your consumer rights

A restriction on change-of-mind refunds is not a restriction on remedies for an undelivered, defective or misdescribed purchase. Depending on the circumstances and applicable law, remedies can include correction, a price reduction or ending the contract and receiving a refund.

EU consumers generally have a 14-day withdrawal period for distance purchases. For immediately supplied digital content, this right can be lost only when the legal conditions are met, including prior express consent to performance and acknowledgement of losing that right. A subscription may involve different rules for services. Tebex must provide the applicable checkout information and consent process; merely using this website is not that consent.

Missing delivery

Most purchases arrive in seconds or minutes, including when the recipient is offline. If nothing arrives after an hour, contact support. If the purchase is still undelivered after 24 hours, you may choose manual fulfilment or a full refund arranged through Tebex. You do not have to wait to report an unauthorised charge or exercise a legal remedy.

Wrong names and duplicate purchases

Bedrock recipients need a dot before their name, such as .YourName. Java recipients must use their name without the dot. Check the selected edition and recipient before paying.

We do not normally offer a voluntary refund when a correctly processed order went to the wrong player name supplied by the purchaser, especially if its benefits have been used. Contact support promptly so we can check what happened. A website or delivery-system error is not treated as buyer error.

Placing two separate orders is not the same as being charged twice for one order. Multiple keys can be valid purchases, but buying a rank twice does not give you a second active membership or a voucher. If a technical fault charged the same order twice, we will help arrange a refund of the extra charge through Tebex.

Keys and change-of-mind requests

There is no routine voluntary refund for a correctly delivered key, whether used or unused. Staff may consider an exceptional request about an unused key, but approval is not guaranteed. A used key is not eligible for a voluntary change-of-mind refund.

This does not affect remedies for missing delivery, a fault, an unauthorised transaction or other rights required by law.

All crate keys, including unused paid keys, are removed by a server wipe. This condition applies to purchases made under the updated terms from 15 November 2026. It does not change earlier orders. See wipes and paid benefits.

Heart+ subscriptions

Cancel renewal using Tebex payment history or the link in your subscription email. Cancellation stops future billing, while benefits remain until the current paid period ends. Cancelling renewal is not the same as receiving a refund for a past payment.

We do not normally refund a correctly delivered membership just because you changed your mind, stopped playing or received a valid ban. Mandatory rights and corrections for errors remain available. A ban does not pause membership time or automatically cancel renewal.

If a payment is reversed, the benefits associated with that payment may be removed. Proven fraudulent or abusive payment disputes can lead to purchase restrictions or further moderation. A good-faith refund request or lawful payment dispute is not, by itself, grounds for punishment.

Outages and removed benefits

If server maintenance or an outage makes your active membership unusable for at least two full consecutive hours, contact support with the affected dates. Our voluntary outage refund is proportional to the paid membership time lost during the qualifying interruption. Only time within your paid membership period counts.

The two-hour threshold applies to this voluntary outage policy, not to a remedy that consumer law requires. Personal connection problems are not automatically server downtime.

If we remove a paid benefit, we offer a refund for the affected purchase. Contact support so we can check the affected benefit and arrange the appropriate amount with Tebex. For a planned permanent closure, we freeze further purchases at the announcement and arrange refunds for the unused portion of active memberships through Tebex. The announcement will explain the calculation and subscription arrangements.

Unauthorised payments

Report suspected unauthorised card or account use promptly to Tebex and your bank or payment provider. You do not need to wait for a StolenHeart support ticket. We will help with relevant delivery and account records.

A leaked or stolen card does not by itself establish that the disclosure came from StolenHeart or that we owe compensation. Payment providers assess unauthorised-payment claims under their rules and applicable law. Our responsibility for a loss is explained in the terms of service; a valid legal claim is not excluded by this policy.

Refund timing

Tebex confirms approved refunds. The time it takes to reach your account depends on the payment provider and bank, so we cannot promise an arrival date. Any legal deadline for issuing a refund still applies.