Purchases and refunds
Everything you can buy with real money, how it reaches you, and what happens if something goes wrong.
The short version
- You can buy packs of Nkaro shillings, and later vehicles. Everything can also be earned by playing.
- The price on the Stripe checkout page is the price you pay. We never see your card number.
- Shillings arrive straight away. Because of that, once they're delivered you can't cancel just because you changed your mind, even in the EU or UK. You agree to this before paying.
- If you're charged and nothing arrives, you're charged twice, or something doesn't work, we'll fix it or refund you.
- Bought something by accident? Email us within 14 days, before you spend those shillings, and we'll refund you.
- Please talk to us before going to your bank. It's quicker for everyone.
This summary is here to help. The full policy below is what applies, alongside your legal rights.
What you can buy
You can buy these with real money. Each one is sold by [Your legal name or company].
| Item | What you get | Price | Available |
|---|---|---|---|
| The current price list appears here. The in-game shop and the Stripe checkout page always show the price. | |||
Shillings are a virtual currency with no cash value. What you buy is a licence to use them and the items they unlock in the game, as explained in the Terms of use. They are tied to your account and can't be transferred or exchanged for money. There are no loot boxes or random paid rewards: you always know exactly what you get.
How buying works
- You sign in, open the shop from the pause menu, and choose what to buy. The game saves your progress first.
- You're taken to a secure checkout page run by Stripe, our payment provider. We pass Stripe the item and your account email for the receipt. Your card or wallet details go only to Stripe.
- After paying you return to the game. Your purchase is added to your wallet, usually within a minute, when you continue playing.
- Stripe emails you a receipt as confirmation of your purchase. Keep it in case you need to contact us.
If you cancel on the Stripe page, nothing is charged.
Prices and taxes
The price shown on the Stripe checkout page is the total you pay. Where the law requires it, that price includes VAT or sales tax. Prices are charged in USD; if your card is in another currency, your bank may convert it and charge a fee, which we don't control. We may change prices in the future, but never for a purchase you have already made.
Your right of withdrawal (EU and UK)
If you live in the European Union or the United Kingdom, you normally have 14 days to cancel an online purchase without giving a reason.
For digital content that is delivered immediately, such as shillings, that right ends once delivery has started, but only if you agreed to immediate delivery and confirmed you understand you lose the right to cancel. By completing a purchase after reading the notice in the shop, you ask us to deliver your shillings straight away and confirm that you lose your right of withdrawal once they are delivered.
- If your purchase was not delivered, your right to cancel remains, and we'll refund you in full.
- Items that aren't ready yet can't be bought, so you'll never pay for something that doesn't exist.
- None of this affects your rights if the content is faulty or not as described (see below).
To cancel a purchase that hasn't been delivered, email us a clear statement that you want to withdraw from the contract. You can use this model text if you like: “I hereby give notice that I withdraw from my contract for the following digital content: [item], bought on [date], account email [email].”
Refunds
We will always fix or refund
- if you were charged but the purchase never reached your account;
- if you were charged more than once for the same purchase;
- if what you bought doesn't work or isn't as described, as consumer law requires.
Accidental purchases
If you bought something by mistake, email us within 14 days of buying. If the shillings from that purchase haven't been spent, we'll refund you as a goodwill gesture. This is on top of your legal rights, not instead of them.
How to ask
Email [contact email] from your account email, with the date, the item, and the receipt number from Stripe's email if you have it. We aim to reply within 5 working days.
Approved refunds go back to the original payment method through Stripe. Banks usually take 5 to 10 working days to show them. When a purchase is refunded, we remove the shillings or item it added from your account.
Chargebacks
Please contact us before disputing a payment with your bank. We can usually sort it out faster, and a dispute costs a small game like ours a fee even when it's resolved in your favour.
If a chargeback is opened, we may pause purchases on the account while it's looked at, and remove the shillings or items from that payment. If a chargeback turns out to be fraudulent, we may close the account under our Terms of use. Disputes raised in good faith never lead to a ban.
Young players and parents
If you're under 18, you need a parent's or guardian's permission before buying. If you're a parent and your child bought something without your permission, email us and we'll help, including with a refund where the purchase was unauthorised.
If the game closes
If we ever close From Ashes, we'll stop selling shillings straight away and give at least 60 days' notice in the game, so you have time to use what you bought. We'll also give any refunds the law requires.
Contact
[Your legal name or company]
[postal address], [country]
[contact email]