Last updated: 10 August 2026
This Refund Policy applies to purchases made through projectprophecy.gg and any Project Prophecy (“Prophecy”, “we”, “us”) stores or services, including memberships, merchandise, digital items, and game-server ranks, packages and donations. Nothing in this policy excludes, restricts or modifies the consumer guarantees you have under the Australian Consumer Law (ACL) or any other rights that cannot lawfully be excluded.
1. Your Rights Under Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Everything below operates in addition to — never instead of — those rights.
2. Digital Items, Ranks & Server Purchases
- Digital purchases (game-server ranks, kits, cosmetics, in-game perks, virtual items) are delivered immediately or shortly after payment. Because they cannot be “returned”, change-of-mind refunds are not offered once the item has been delivered.
- If a digital purchase was not delivered, was delivered faulty, or does not do what we said it would, contact us within 14 days and we will redeliver, repair, or refund it.
- Virtual items have no monetary value, are not transferable, and may be modified as part of ordinary game/server updates. Balance changes to ranks or perks made for gameplay reasons are not a fault and do not qualify for a refund.
- If your account is banned for breaching our rules, active digital purchases are forfeited and are not refundable.
3. Memberships & Subscriptions
- Memberships renew automatically at the end of each billing period. You can cancel at any time from your account; cancellation stops future charges and your benefits continue until the end of the paid period.
- We do not provide pro-rata refunds for the unused portion of a billing period, except where required by law or where the service failed in a significant way.
- If we permanently discontinue a membership benefit you have paid for, we will offer a proportionate refund or an equivalent replacement benefit.
4. Physical Merchandise
- Faulty, damaged or incorrectly supplied merchandise will be replaced or refunded (including reasonable return postage) in line with the ACL.
- Change-of-mind returns on merchandise may be accepted within 14 days of delivery if the item is unused and in its original condition — contact us first; return postage for change-of-mind returns is at your cost.
5. Donations
Voluntary donations (including community-fund or server-support contributions that come with no promised item) are gifts and are non-refundable, except where a payment was made in error and you contact us within 7 days, or where the law requires otherwise.
6. How to Request a Refund
- Open a support ticket at projectprophecy.gg/tickets or email contact@projectprophecy.gg.
- Include the purchase date, the item, the account/username that made the purchase, and what went wrong.
- We aim to respond within 5 business days. Approved refunds are returned to the original payment method; processing times depend on your payment provider.
7. Chargebacks
Please contact us before disputing a charge with your bank or payment provider — most issues are resolved faster through our support. Chargebacks filed on legitimate, delivered purchases may result in the associated items being revoked and the account suspended until the dispute is resolved.
Project Prophecy — New South Wales, Australia
Email: contact@projectprophecy.gg
Support: projectprophecy.gg/tickets