Refund Policy

1. Scope

• This policy applies to Basic, Premium, VIP, ACoin, Season Pass, and other paid benefits purchased through official Aeri channels.
• The price, duration, contents, and receiving account are the details shown at transaction confirmation.
• Transactions made through Discord or another third-party store or platform are also subject to that platform’s refund policy and process.

2. Cases eligible for refund review

Aeri will review requests when:

• Payment was received but the benefit was not granted after a reasonable reconciliation period.
• A duplicate or incorrect amount was charged because of a verifiable technical error.
• A system error makes the paid benefit unusable and Aeri cannot fix it or provide an equivalent remedy within a reasonable time.
• Applicable law requires a refund or another remedy.

Accepting a request does not automatically qualify the transaction for a full refund; Aeri must verify it before deciding.

3. Cases normally not eligible

To the extent permitted by law, requests are normally denied when:

• The benefit was delivered as described and substantially used.
• ACoin, items, or virtual benefits were spent, transferred, exchanged, or used to obtain another benefit.
• Access was restricted because of fraud, an invalid chargeback, exploitation, or a Terms of Service violation.
• The buyer changed their mind after the digital benefit was correctly delivered without a system error.

If the transfer reference, amount, or receiving account was incorrect, Aeri will assist where reconciliation allows but cannot guarantee recovery or reassignment.

4. How to submit a request

Submit the request privately through the Aeri Discord support server and provide:

• The Discord ID of the relevant account and the purchased plan or benefit.
• Transaction reference, time, amount, and payment channel.
• A short description of the issue and necessary evidence with sensitive information redacted.

Submit the request promptly to make reconciliation easier. Do not post payment evidence publicly or send passwords, OTPs, Discord tokens, or banking login credentials.

5. Processing time and method

• Aeri aims to provide an initial response within 3–7 business days after receiving complete information. Cases requiring bank or provider reconciliation may take longer.
• If approved, funds are normally returned to the original payment method when feasible. Arrival time depends on the bank, e-wallet, or intermediary.
• Provider fees, exchange-rate differences, or technical limits outside Aeri’s control may affect the amount or timing.

6. Unauthorized transactions and disputes

If you suspect an unauthorized transaction, contact your bank or payment provider immediately and notify Aeri privately. During verification, Aeri may temporarily hold related benefits to prevent further use or loss.

7. Changes and contact

This policy may be updated when payment methods, benefits, or law change. The update date appears at the top; mandatory consumer rights under applicable law are not excluded.

Questions or refund requests can be sent privately through the Aeri Discord support server.