The short version
- Coins arrive straight away, so once they have arrived you cannot simply change your mind.
- But if your Coins never arrive, arrive wrong, or you were charged twice, we fix it or give your money back.
- If someone bought Coins without permission (for example with a parent's card), tell us and we will look at it fairly.
- Talk to us first: we can usually sort it out faster than your bank.
This summary helps you understand the page; the full text below is what applies.
Changing your mind (the 14-day right to cancel)
When you buy Coins, you normally have 14 days to cancel. Because Coins are digital content delivered straight away, our order summary asks you, as a separate box from the Terms, to request immediate delivery and to acknowledge that you lose the right to cancel once delivery starts. If you do not tick it, you cannot buy.
- Before your Coins are delivered (for example while you are offline and they are waiting for your next join), you can cancel and get a full refund.
- Once delivery has started, the right to cancel ends. Your other rights below are not affected.
When we fix it or refund you
| Problem | What we do |
|---|---|
| Coins not delivered | We deliver them, or refund you in full if we cannot |
| Wrong amount delivered | We correct your balance |
| Charged twice, or charged with no order | Full refund of the extra charge |
| Coins or an item bought with Coins is faulty or not as described (for example it does not work as the Coinshop says) | Repair or replacement (fix or re-deliver); if that is not possible or does not work, a price reduction or refund |
| Purchase not authorised by the account holder or cardholder (for example a child using a parent's card) | We look at it promptly and fairly and refund it where it was not authorised, taking back the Coins where they can still be removed |
| Technical failure on our side that loses your Coins or items | We restore them |
These rights come from the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 and cannot be removed by our Terms. Delivered Coins are not automatically excluded from refunds.
Goodwill: outside these cases, you can still ask staff within 14 days of a purchase; we consider every request, especially if you have not used the Coins.
How to ask
- Check the order in your purchase history. It shows whether each item was delivered.
- Contact us with the order number (the first 8 characters are enough): email officialarcadiasupport@gmail.com or open a support ticket in our Discord.
- We reply as soon as we can. Refunds go back to the card or payment method you used, normally within 14 days of our agreeing to the refund; your bank may take a few more days to show it.
What a refund does in game
When a purchase is refunded, the Coins from it are removed from your balance. If you have already spent some of them, only what is left can be removed automatically, and staff will talk to you about the rest. Items bought with Coins are not removed automatically.
Chargebacks
If you think a payment is wrong, please contact us first. If a payment is reversed through your bank, the Coins from that order are taken back where your balance allows, and we may ask you about any that were already spent.
Your other options
If we cannot agree, you can get free advice from the Citizens Advice consumer helpline (0808 223 1133, or Consumeradvice.scot in Scotland), or make a claim in the small claims court.