1. how this policy works
Your statutory rights take precedence over this policy. Any right to a remedy or refund under the law where you live applies on the terms and timescales set by that law. The voluntary refunds below are additional to those rights and do not replace or reduce them.
Checkout requests your consent to immediate delivery of the digital license. The sections below explain when you can withdraw from a purchase or receive a refund. Purchases are not automatically final.
2. withdrawal for instant digital delivery
Consumers in the EU or UK ordinarily have 14 days to withdraw from a distance contract. At checkout we ask you to tick an unticked box confirming that you request immediate performance and acknowledge losing the withdrawal right once performance begins, under Article 16(m) of Directive 2011/83/EU and the equivalent UK rules. We record that consent, with the wording shown, the version of these terms, the timestamp, and your transaction, and repeat it in your order confirmation email, which is a durable medium.
If for any reason that consent is not valid, your statutory withdrawal right and the rights that go with it still apply to the extent the law provides them, and you can withdraw from your account or by emailing billing@pluto.lgbt, with a durable confirmation from us. Statutory remedies for digital content that does not conform are never waived by the consent above.
3. when we refund
We provide refunds whenever the law requires them and on our own initiative in the following cases:
- you were charged incorrectly, including a duplicate charge or a charge above the price shown at checkout. There is no deadline for reporting an incorrect charge;
- the product does not match its description, including a failure to launch, a missing advertised feature, instability that makes the client unusable for its purpose, loss of paid access, or a promised update that was not delivered;
- we end or discontinue a plan you have paid for, for a reason other than your breach. We refund the unused part of the term;
- an obvious pricing error. We either correct it or cancel the sale and return everything you paid;
- you changed your mind within 14 days of purchase, and the withdrawal consent in section 2 did not apply. In that case we refund in full;
- the law of your jurisdiction mandates a refund or another remedy. We then give you the remedy the law provides, which for faulty digital content may be a repair-or-replace sequence before a refund.
The 14-day limit applies only to the voluntary change-of-mind refund. It does not apply to reports of incorrect charges or statutory claims about non-conforming content. Statutory claims follow the periods set by law, which may cover most of a twelve-month plan.
These are not, by themselves, grounds for a voluntary refund: action taken against your account by Mojang, Microsoft, or a server operator (see terms section 7); a change of mind after the withdrawal period has passed; buying for a platform or configuration we did not support; or ending a license for your own breach. None of that limits a right the law gives you.
4. plans and payment
Plans are paid once, in advance, for one, three, six, or twelve months, and do not renew. There is nothing to cancel: access ends when the term you paid for ends. The current term is not prorated or refunded, except under sections 2 or 3.
Upgrading from stable to nightly during a term costs the difference for the time left. Where we make a material change that reduces what you get, we tell you before it takes effect, and the terms of your current paid term stay as they were until it ends.
The price shown at checkout is the total you pay, including VAT and any tax we are required to charge. We do not add surcharges. Processor fees are ours to bear, and we do not deduct them from a refund. The network fee charged by the network you paid on was paid by you to that network; it is outside our price and we do not refund it. A refund is made in the same currency and, where the law sets a deadline, within it. For crypto refunds we confirm a destination address with you first, because sending to a wrong or exchange-held address is not reversible.
5. how to request a refund
Email billing@pluto.lgbt with your username, order reference, and a description of the issue. For a claim that the product does not conform, add the platform, architecture, build version, and the steps that reproduce the problem. You can also submit a Discord ticket, but email is sufficient. We reply within two business days and decide within 14 days of a complete request. You do not need to abandon a payment dispute to make a request under this policy.
6. chargebacks and payment disputes
Please contact us using the details in section 5 before disputing a charge. This request does not limit any right you have with your bank or card issuer, and you do not have to give up a legitimate dispute to use this policy. Where a dispute is raised in bad faith, for example after receiving and using the license, or after a refund has already been issued, we may end the license, contest the dispute with our order, delivery, and usage records, and decline future purchases. We review the evidence in each case, explain our findings, and you can ask for a human review at legal@pluto.lgbt. A dispute is never treated as automatic proof of fraud, and it does not by itself trigger a permanent ban.
7. what we keep after a refund
A refund ends your license, but it does not erase every record. We keep a minimal enforcement record where an account or hardware identity was found to be abused, so we can refuse future access to that account or machine. We keep it for as long as we need it to defend the claim or prevent the abuse, and you can ask what we hold and ask us to delete it once it is no longer needed. Records we are legally required to keep, such as tax and accounting records, are kept for the period the law requires and then deleted.
8. complaints and out-of-court routes
To complain about how a request was handled, email legal@pluto.lgbt. You can also complain to your local consumer authority at any time, without contacting us first. In Sweden that is Konsumentverket or Hallå konsument, and a dispute may be taken to the Allmänna reklamationsnämnden.