1. Scope and seller
This Policy covers purchases from the Ember Shop for use in Emberkeep: The Dragon Hatchery on keepofthedragon.com. It forms part of the purchase contract alongside our Terms and Conditions.
Your seller is Lunqest LTD, registered at Companies House as LUNQEST LIMITED, company number 16823938, registered office International House, 50 Essex Street, London, WC2R 3JF, United Kingdom. For refunds, contact support@keepofthedragon.com or write to that address.
Virtual Items means Coins, Warmth and other in-game resources, items or functionality. Purchases provide a limited entitlement to content or functionality solely within the Game. They do not create a cash balance, investment or right to trade Virtual Items. A refund is repayment of a purchase price under this Policy or applicable law.
This Policy preserves mandatory UK and EEA consumer rights. A purchase is not automatically non-refundable merely because it is digital.
2. Delivery
Purchases are normally credited to the purchasing Game Account immediately or shortly after successful payment, subject to the applicable cancellation and immediate-supply requirements below. Sign in to the same Account and allow it to synchronise. If a paid purchase is missing, contact us rather than buying it again to test delivery.
3. Cancellation and withdrawal
3.1 The ordinary cancellation period
UK and EEA consumers generally have 14 days from conclusion of a qualifying distance contract to cancel without giving a reason, unless a lawful exception applies. If required cancellation information was not supplied, the period may be extended as the applicable law provides, potentially by up to 12 months beyond the ordinary period.
Send an unequivocal cancellation statement to support@keepofthedragon.com or our postal address before the applicable deadline. You may use the optional form in section 8, but it is not compulsory. A timely notice preserves your right even if our investigation or response occurs later. You may also use an online withdrawal function provided for the relevant purchase; email and post remain available.
3.2 Purchased Coins and unused resources
You may cancel a purchase of Coins within 14 days of the purchase contract for the purchased Coins that remain unused. Crediting them to your Account does not itself remove that entitlement. We apply the same unused-resource cancellation treatment to purchased Warmth unless a legally applicable digital-content treatment was clearly identified and validly agreed under section 3.3.
Where part of a pack has been used and a partial refund is appropriate, we calculate the unused paid portion by reference to the price actually paid for that pack. We will explain the calculation and will not count unrelated earned resources as consumption of the pack. This calculation does not limit any right to a greater or full refund under applicable law. We will not invent a consumption allocation to defeat a valid claim.
3.3 Immediately supplied digital content
Where the particular purchase legally qualifies as digital content supplied without a tangible medium, the change-of-mind cancellation right can end when supply begins only if the legal requirements are satisfied. Before supply during the cancellation period, you must separately expressly consent to immediate supply and expressly acknowledge the loss of the cancellation right. We must provide the required contract confirmation, including the consent and acknowledgement.
Accepting the Terms, a pre-ticked box, or a general purchase click alone is insufficient. If the necessary conditions have not been met, we will not rely on an ineffective waiver or charge for digital content where the cancellation rules prohibit it. A resource functioning as the means to obtain later content is not automatically covered by this exception merely because it is labelled “digital content”.
Spending purchased Coins on another item or function does not automatically waive rights in that later transaction. Any applicable consent and acknowledgement must relate to that supply. Defect and non-delivery rights remain even after a valid cancellation waiver.
3.4 Digital services
If the purchase is legally a service, starting it during the cancellation period does not alone extinguish the right to cancel. Any proportionate charge for the service already supplied requires the applicable advance information and express request. Full-performance exceptions require the applicable consent and acknowledgement. No charge arises for cancelling a free Account service.
4. Problems with a purchase
| Issue | How we address it |
|---|---|
| Item not received | We check payment and Account delivery records and supply the missing entitlement without undue delay. Where the legal conditions for termination are met, we refund instead. You need not wait for another delivery attempt where the law permits immediate termination, including where we refuse delivery or timely delivery was essential. |
| Defective or misdescribed content | We provide the remedy required by law. In the UK this may involve repair or replacement within a reasonable time and without significant inconvenience, followed by an appropriate price reduction, potentially a full refund, where the legal conditions are met. EEA remedies may include bringing the supply into conformity, price reduction or termination, with immediate remedies where the applicable conditions justify them. |
| Duplicate settled charge | We refund an unintended duplicate charge after identifying the transactions. An authorised purchase of two separate packs is not necessarily a duplicate. A pending authorisation is not always a settled charge. |
| Incorrect amount | We investigate and correct the difference, or provide another remedy required by the circumstances and law. We will not require acceptance of an undisclosed price increase. |
| Unauthorised transaction or minor's purchase | We investigate the authorisation, Account and payment information, including any relevant parental approval. We do not assume that access to an Account or a child's use of a device proves payment authorisation. Contact your payment provider promptly as well where appropriate; its statutory duties are separate. |
| Technical error or lost grant | We reconcile the records and restore the correct entitlement or provide the applicable monetary remedy. A routine gameplay outcome is assessed against the description promised, not assumed to be an error. |
| Goodwill request | If no legal or contractual entitlement applies, we may offer a discretionary refund, replacement or credit based on the circumstances. A goodwill offer does not replace a monetary refund legally due. |
Rights relating to conformity may continue beyond 14 days. The cancellation period is not a universal deadline for reporting defects. We may request reasonable, proportionate cooperation to diagnose a problem; we will not reverse a statutory burden of proof or require unnecessary access to your device.
5. Used or consumed items
Using or consuming an item may affect a change-of-mind or goodwill request. Properly supplied and consumed content is not refundable solely because you no longer want it after a valid cancellation right has ended. Consumption does not eliminate rights concerning defects, non-delivery, misdescription, unauthorised transactions or an ineffective cancellation waiver.
If we refund a purchase, we may remove the corresponding refunded entitlement or make a proportionate adjustment to prevent double recovery, where lawful. We will explain a material adjustment. We will not remove unrelated legitimate content or automatically create a cash debt because a statutory refund is due.
6. Fraud and payment disputes
We may reject a fraudulent request and investigate evidence of deliberate purchase-and-use abuse or false claims. We will assess the evidence and explain our decision to the extent reasonably possible. A good-faith claim, complaint or chargeback is not fraud merely because we dispute it.
You do not have to waive rights against your bank or payment provider to contact us. Tell us if another reimbursement has already been received for the same charge so that the same loss is not reimbursed twice. Any Account restriction must comply with the proportionate suspension provisions in the Terms and Conditions.
7. Requesting and receiving a refund
Email support@keepofthedragon.com and provide, where reasonably available:
the email or identifier associated with your Game Account;
the order or payment reference;
the purchase date, pack, amount and currency; and
a short description of the problem or a clear statement that you wish to cancel.
A receipt or relevant screenshot can help. If a reference is missing, provide the information you have so we can try to locate the transaction. Do not send passwords, full card numbers, card security codes or unrelated identity documents. We may seek limited additional verification where needed.
We will investigate without undue delay and explain the outcome and any refund calculation. Approved refunds are normally returned through the original payment method unless another lawful arrangement is expressly agreed, without a refund fee. A technical problem with that method will be discussed with you.
For statutory cancellation, we reimburse without undue delay and no later than 14 days after receiving your cancellation notice, subject to any applicable lawful exception. Other statutory refunds are made within their applicable legal deadlines, including any 14-day deadline for the relevant remedy. Payment-provider posting times may affect when funds appear, but do not extend our legal deadline for making reimbursement. We do not require acceptance of Game credit instead of a monetary refund due by law.
If you disagree with the outcome, reply asking for a review. The complaints and consumer-jurisdiction provisions in the Terms and Conditions apply, without requiring you to complete our process before using legal rights.
8. Optional cancellation form
Complete and send this only if you wish to cancel a qualifying contract. An email containing the same clear decision is sufficient.
To: Lunqest LTD, International House, 50 Essex Street, London, WC2R 3JF, United Kingdom; support@keepofthedragon.com.
I/We hereby give notice that I/We cancel my/our contract for the supply of the following digital content or service:
Description of purchase:
Order/Account reference, if available:
Date ordered:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s), only if sent on paper:
Delete wording that does not apply. Do not provide payment credentials. We do not require use of this form or an address where it is unnecessary to identify and process an emailed cancellation.