Refund & Cancellation Policy

Understand when a purchase can be refunded, how the refundable amount decreases over time, and how to submit a request.

Last Updated: August 2026

1. Introduction

Phoenix Client wants you to feel confident about every purchase you make with us.

This Refund & Cancellation Policy explains when a purchase can be refunded, how the refundable amount is determined, what cannot be refunded, and how to submit a request. It applies to purchases made through the Phoenix Client website, launcher, and store (collectively, the "Services").

We have deliberately avoided rigid tiers and fine print. Instead, the refundable portion of a purchase declines gradually and predictably over time, so the sooner you reach out, the more of your payment comes back to you.

By making a purchase through the Services, you acknowledge that you have read and understood this policy.

2. Refund Window

Every eligible purchase carries a 14-day refund window.

The window opens the moment your payment is confirmed and closes exactly 14 days later. Requests submitted after the window has closed are not eligible for a refund, except where applicable law requires otherwise.

3. How the Refund Amount Is Calculated

Phoenix Client uses a time-based, continuously decaying refund model, similar to the way airline and travel providers value a ticket as the departure date approaches.

3.1 The Principle

The refundable share of a purchase is at its highest immediately after payment and decreases steadily with every day that passes, reaching 0% at the end of day 14.

That starting share is set per product and is not necessarily the full price you paid. Some items start well below the full amount, and a few are excluded from refunds entirely (see Section 4). What is consistent across every eligible purchase is the shape of the decline: from whatever share applies to that item at the moment of payment, down to nothing at the close of the window.

There are no fixed brackets, steps, or bands. The value decays smoothly and proportionally across the full window, so two requests submitted on different days will almost always return different amounts.

The share that applies to your specific order is calculated when you submit your request and is shown to you before anything is processed.

3.2 When the Clock Starts

The decay clock starts at the timestamp of the completed payment, not at the time of delivery, activation, first use, or account login.

The clock runs continuously and does not pause for:

Server downtime or maintenance windows;
Periods in which you did not use the Services;
Delays in submitting your request;
Time spent waiting for a support reply.

3.3 What This Means in Practice

A request submitted very shortly after purchase returns the largest amount available for that item.
Each additional day that elapses reduces the refundable amount by a proportional part of that starting share.
Around the midpoint of the window, roughly half of the starting share remains.
As the window approaches its end, the refundable amount approaches zero.
Once day 14 has passed, no amount remains refundable.
Waiting is never to your advantage — the amount only ever moves downward.

3.4 Additional Notes on Calculation

The starting share is applied to the actual price paid, after any discounts, promotions, or coupons — never to the original list price.
Where a purchase was paid partly with Wallet Balance and partly with an external payment method, each portion is refunded to its original source in the same proportion.
Third-party payment processing fees, where non-recoverable, may be excluded from the refunded amount.
The exact refundable figure for your order is determined by our systems at the moment your request is received and will be shown to you before the refund is finalized.

4. What Cannot Be Refunded

Some items fall outside the refund model entirely, regardless of how recently they were purchased. The following are non-refundable, subject only to the narrow discretionary exceptions in Section 7:

Redeemed codes and keys — gift cards, promotional codes, wallet top-up codes, and similar items are non-refundable once redeemed on any account.
Consumed items — digital content that has been used, applied, activated, equipped, or otherwise consumed within the Services.
Items granted for free — content received through giveaways, promotions, bundles, compensation, or gifts.
Purchases on suspended or terminated accounts, or purchases connected to fraud, chargeback abuse, or violations of our Terms of Service.
Requests submitted after the 14-day window has closed.

Where a single order contains both refundable and non-refundable elements, the non-refundable elements are excluded and the remainder is processed under the decay model described above.

4.1 Wallet Top-Ups

Adding credit to your Phoenix Wallet is not a product purchase, so it sits outside the decay model described in Section 3. Wallet credit is intended to be spent within the Services, has no cash value, and is not routinely returned to its source.

In rare cases we will still refund a top-up — for example a duplicate or mistaken top-up, a billing error, or a technical fault on our side, typically where the credit is still untouched. These refunds are granted at our sole discretion under Section 7, are not a right you can rely on, and are assessed case by case.

Note that this is a different question from a refund paid into your wallet: when you buy something with wallet credit and later refund it, the credit returns to your wallet as described in Section 3.4. That is routine and is not affected by this subsection.

5. Cancellations

An order that has been submitted but not yet completed or delivered may be cancelled at no cost. Once the payment is confirmed and the content is delivered to your account, the order is treated as a completed purchase and falls under the refund model in Section 3.

6. How to Request a Refund

Refunds are handled by our support team. To submit a request:

Gather your order details — the transaction identifier, the date and time of purchase, and the account username used for the purchase.
Open a request through the Phoenix Client Support page, or contact us through our official channels.
State your reason for requesting the refund. A short explanation is enough; we may ask follow-up questions if something needs clarifying.
Wait for the eligibility review. We confirm the purchase, check it against the exclusions in Section 4, and calculate the refundable amount as of the moment your request was received.
Confirm the amount. We will tell you what will be refunded before anything is processed, so you can decide whether to continue.

Information you provide in a refund request is handled in accordance with our Privacy Policy.

6.1 Processing Time

Review: we aim to review refund requests within 1–3 business days of receipt.
Processing: approved refunds are submitted to the original payment method within 3–7 business days of approval.
Bank settlement: your bank or payment provider may need additional time — typically up to 10 business days — before the funds appear on your statement. This part is outside our control.

Refunds to Wallet Balance are applied immediately upon approval.

6.2 After a Refund

Any digital content associated with a refunded purchase is removed from your account when the refund is approved. This follows from the limited, revocable licence described in Section 6 of our Terms of Service — you licence digital items rather than owning them, so a refunded item simply ends its licence.

Attempting to retain, transfer, or continue using refunded content is a violation of our Terms of Service.

7. Exceptional Circumstances

Independently of the decay model, Phoenix Client may issue a full or partial refund at its sole discretion in cases involving duplicate charges, failed delivery, billing errors, or verified technical faults on our side. This is also the route by which a wallet top-up may be refunded, as described in Section 4.1.

Refunds under this section are exceptional and discretionary. They are decided case by case, and a decision in one case does not create an entitlement in another.

If something has clearly gone wrong, contact support — we would rather fix it than argue about the calendar.

8. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Updated versions will be published through our website, launcher, or client, and apply to purchases made after publication.

9. Legal Note

This Refund & Cancellation Policy forms part of, and is governed by, the Phoenix Client Terms of Service; in the event of any conflict, the Terms of Service prevail, and nothing here limits any right you hold under applicable mandatory law.