Refund Policy

1. General rule — purchases are final

Because GachaBox sells digital content whose value is revealed and delivered immediately upon claim, all purchases are final once the item is revealed or claimed, except where this Policy or applicable consumer-protection law gives you a refund right. The card-network and merchant-policy rules for payment disputes are set out in Terms of Service §7 (Chargebacks & payment disputes) and are not duplicated here.

2. Mistaken or duplicate charges

If your card was charged in error — for example, a duplicate authorization, a double-submission, or a charge for a transaction that did not complete — we will refund the affected charge as a matter of operator policy. Reach us Contact us on Discord with your account email and the Stripe receipt number. Do not initiate a chargeback first — see §5.

3. Suspended-account refunds

If your account is suspended for a reason other than fraud, abuse, or chargeback activity, unused pull tokens on a suspended account are refunded at the price paid, less any tokens already used. Suspensions tied to a pending payment dispute follow Terms of Service §7 and the dispute outcome, not this section. Suspensions for breaches of the Acceptable Use Policy do not entitle you to a refund of items already revealed or pull tokens already used.

4. Non-waivable consumer rights

The general no-refund rule in §1 does not apply where the consumer-protection law of your jurisdiction grants you a non-waivable refund right. The following subsections summarise those rights. Where they conflict with §1 or §3 of this Policy, these rights prevail to the extent of the conflict.

5.1 United Kingdom — Consumer Rights Act 2015

If you are a UK consumer, the Consumer Rights Act 2015 (CRA 2015) provides that digital content we supply must be of satisfactory quality (s.34), fit for any particular purpose made known to us before purchase (s.35), and as described (s.36). Where those statutory rights are not met, the remedies in ss.42–45 apply: you are entitled to repair or replacement first (subject to whether that is possible and proportionate), and if neither succeeds — or is not possible within a reasonable time and without significant inconvenience — to a price reduction of up to 100% of the price paid (i.e., a full refund). Section 46 separately entitles you to compensation for damage to your device or other digital content where we have not used reasonable care and skill. These rights cannot be excluded under s.47 and apply regardless of §1 of this Policy. To exercise them, reach us Contact us on Discord describing the failure.

5.2 Australia — Australian Consumer Law (Schedule 2, CCA 2010)

Our goods and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law (ACL), including guarantees as to acceptable quality (s.54), fitness for a disclosed purpose (s.55), match with description (s.56), and supply of services with due care and skill (s.60). For a major failure with the service (s.260) you are entitled — at your election — to a refund, replacement, or damages, and to compensation for any other reasonably foreseeable loss or damage caused by the failure. If the failure does not amount to a major failure, you are entitled to have the problem rectified in a reasonable time and, if this is not done, to cancel and obtain a refund for the unused portion. Section 64 of the ACL voids any term that purports to exclude these guarantees.

5.3 New Zealand — Consumer Guarantees Act 1993

If you are a New Zealand consumer, the Consumer Guarantees Act 1993 (CGA) provides guarantees of acceptable quality (s.6), fitness for purpose (s.8), correspondence with description (s.9), and reasonable care and skill in the supply of services (s.28). Where there is a failure of substantial character (s.21) you may reject the supply, obtain a refund, or claim damages, at your election. Section 43 voids any contractual exclusion of these rights as against a retail consumer. The Fair Trading Act 1986 separately prohibits misleading or deceptive conduct.

5.4 California — CLRA & AB 2426 digital-licence disclosure

If you are a California consumer, your rights under the California Consumer Legal Remedies Act (Civ. Code §§1750–1784), Unfair Competition Law (Bus. & Prof. Code §17200), and False Advertising Law (Bus. & Prof. Code §17500) are preserved. Pursuant to California AB 2426 (Bus. & Prof. Code §17500.6, effective 1 January 2025): the words "buy", "purchase", and similar terms used in connection with digital content on the Service refer to a revocable licence, not ownership. Where that licence is revoked under §4 or §9 of the Terms in circumstances that California law treats as a defect in the bargain, the CLRA remedies (refund, restitution, or damages) are available.

5. Chargeback alternative — mandatory pre-dispute email

Before disputing any GachaBox charge with your bank, card issuer, or payment provider, you agree to first contact us in writing at disputes@gachabox.com and to allow fourteen (14) calendar days for us to investigate and respond. This is faster than a chargeback for almost every dispute we have seen, and our acceptance of the dispute does not require you to waive any statutory consumer right.

Please include in your email:

• Your account email address (the one you use to sign in).
• The Stripe receipt number from the email receipt we sent you, or the date and amount of the charge.
• A short description of what went wrong (e.g., "double-charged for the same pull", "item not delivered after Chase claim", "billed after cancellation").
• Any screenshots, transaction-ID references, or Discord-handle history you have.

Going to your bank first triggers the auto-suspension and item-revocation rules in Terms §7 and is the slowest path to a resolution. Nothing in this section limits your statutory right to dispute a charge with your card issuer where required by law.

6. How to request a refund

For mistaken-charge or operator-policy refunds (§2, §3), reach us Contact us on Discord. For statutory consumer-rights refunds (§4), reach us Contact us on Discord and identify the statute you rely on (or just describe the failure — we will identify the right rule). For payment disputes specifically, email disputes@gachabox.com.

Our response SLA is two (2) business days for an acknowledgment and up to fourteen (14) calendar days for a resolution. Approved refunds are returned to the original payment method within five (5) to ten (10) business days, depending on your card issuer.