01. Nature of Intangible Digital Goods
All items, ranks, roles, and supporter benefits available on the FENZA SMP store are intangible digital goods. When you complete a transaction, the digital goods are fulfilled and provisioned automatically in real-time to your Minecraft and Discord accounts within minutes.
Because digital perks are consumed and activated instantly upon delivery, they cannot be physically returned or recouped in the manner of physical goods.
02. General No-Refund Policy
By proceeding with checkout on our store, you acknowledge and agree that your statutory right of withdrawal/cooling-off period ends the moment the digital goods are provisioned to your account.
03. Permitted Exceptions (Accidental Duplicate Charges)
We are committed to fair customer care. In the rare event that an accidental technical error or network timeout causes you to be charged multiple times for the exact same order or package, you are entitled to a full refund for the duplicate transaction.
How to request a duplicate charge refund:
- Join our official Discord (discord.gg/fenza) and create a support ticket within 48 hours of the transaction.
- Provide your Minecraft/Discord username, order invoice numbers, and payment transaction IDs from your receipt.
- Our staff team will review our payment logs, void the duplicate payment, and process the refund back to your original payment method within 3 to 7 business days.
04. In-Game Punishments & Server Bans
Purchasing ranks or contributing to FENZA SMP does NOT grant exemption from server rules. Every player is expected to respect our community guidelines.
- If you are muted, kicked, temp-banned, or permanently blacklisted from FENZA SMP for rule violations (including hacking, griefing, toxicity, cheating, or exploiting), you will NOT receive a refund, prorated credit, or transfer of perks.
- No compensation will be issued for remaining time on active supporter subscriptions during an active ban.
05. Chargebacks & Payment Disputes
Opening an unauthorized chargeback or payment dispute through your bank or payment gateway without contacting our support desk first is considered fraud and is strictly prohibited.
- Accounts associated with any payment dispute or chargeback will immediately face a permanent network-wide blacklist across our Minecraft server, Discord server, and web store.
- All associated digital perks, ranks, and whitelist permissions will be permanently revoked.
- We provide automated fulfillment logs, IP connection history, and delivery timestamps to payment processors to contest all fraudulent disputes.
06. Subscription Cancellations
If any supporter package is activated as a recurring periodic subscription, you may cancel renewal at any time prior to the next billing date via your payment provider dashboard or by submitting a ticket on our Discord.
- Cancellation immediately stops all subsequent billing cycles.
- Active rank perks will remain accessible until the end of your current paid duration.
- Past billing cycles already fulfilled are non-refundable.
07. Contacting Billing Support
If you encounter any payment issues or require billing assistance, please join our official Discord community at discord.gg/fenza and create a support ticket. Our team is happy to assist you.