Refund & Dispute Resolution Policy

Donations are processed by Ko-fi, so the charge on your statement carries a Ko-fi descriptor and not the name of this project. This is the most common reason a payment looks unfamiliar:

• Card (Visa / Mastercard / Amex) — KO-FI.COM
• PayPal — PAYPAL *KOFI or PAYPAL *PRIVATEDEVELOPMENT
• Google Pay / Apple Pay — KO-FI.COM
• Cash App — KO-FI.COM

If that does not explain it, email us the date, amount and last four digits of the card and we will identify the payment within one business day, and refund it immediately if it was not authorised by you. You do not need to open a dispute to get this done.

You may request a full refund within 7 days of your payment, provided the supporter benefits it delivered are unused. We will not ask you why.

Benefits are unused if, since the payment, you have not:

• logged into the game or the test server using access the donation granted;
• worn or equipped an in-game title, cape or cosmetic the donation granted;
• used a supporter-only discount, channel or early-access build.

Holding a donor role in Discord that you have not otherwise acted on does not count as use, and neither does appearing on the supporters list — we will simply remove you from it.

Refunds go back by the method you paid with. Where that is impossible — an expired card, a closed wallet, a Bitcoin payment — we will agree an alternative with you rather than leaving it unresolved.

After 7 days, or where benefits have been used, donations are final. We may still refund at our discretion, and it costs you nothing to ask.

1. Email [email protected], ideally from the address you paid from.
2. Include your DWO Reborn account username.
3. Include the payment date, the amount, and the currency.
4. Include the donation reference shown to you on the donation page, if you kept it. It looks like ABCD-EFGH. It is not required — it just makes this instant.

We confirm receipt within 3 business days and process approved refunds within a further five. Your bank or card issuer may take a few days more to show it.

If you ask your bank or card issuer to reverse a payment instead of contacting us, the supporter benefits that payment delivered are withdrawn and the account is suspended for as long as the dispute runs. This follows from the payment for those benefits having been reversed; it is not a penalty for complaining.

We contest disputes we believe are unfounded. When we do, we provide the payment processor with the record of the policy acceptance made from the account — its date, time, network address and the version of the text accepted — together with the time each benefit was applied to the account and the account's use of those benefits afterwards.

The account is restored as soon as the dispute is withdrawn or the reversed amount is settled. If the reversal was a mistake — a card used by someone in your household, a payment you forgot about, a bank acting on a pattern rather than on your instruction — say so and we will treat it as a mistake. We have no interest in punishing that.

Repeatedly reversing payments after receiving and using benefits is treated as fraud under the Acceptable Use Policy and results in permanent termination.

Tell us, and a second member of the team who was not involved will review it. We will give you a reason in writing. If you remain unsatisfied you keep every right you have under the consumer law of the country you live in, and nothing in this policy limits those rights or your ability to raise the matter with your payment provider.

The Donation & Supporter Benefits Policy sets out what a donation delivers and when, and is the text accepted at the moment of donating. This page sets out the process that follows from it. Where the two differ, the Donation & Supporter Benefits Policy governs.