In short
- Unused purchased credit can be refunded to the original payment method.
- Promotional credit has no cash value.
- Credit you put toward a session and did not use returns to your own credit, not to the host.
- Used service is refundable for a documented defect, or where the law requires it.
- A refund that is still pending is shown as pending, not as done.
Unused purchased credit
Under the proposed pilot policy, unused purchased credit is refundable without an expiry fee, subject to the open items below. Refunds go back to the card or payment method that paid. Before you confirm, you see which purchases the refund comes from, the amount, any session allocations it releases, any holds that are still pending, and the card ending shown for the payment.
Promotional credit
When the early-access pilot opens, new accounts will get the planned $10 of promotional credit, subject to the final terms. If offered, it will have no cash value and cannot be refunded or converted into purchased credit.
Credit put toward a session
When a session ends, the part of your allocation that was not used returns to your own available credit. It is not paid to the host. A cash refund is a separate request made from your unspent purchases.
Service already delivered
Play that was delivered and accepted is refundable when there is a documented service defect, or where you have a legal right to it. Failures on our side are credited, not charged, as set out on the pricing page.
Requests we cannot confirm
If we cannot tell whether a paid request finished, we hold the amount briefly while we check. By default the hold is released after a short stated deadline, with 15 minutes proposed, and a late result is then not charged to you. You are not charged afterwards.
How a refund works
Refunds for DungeonFlux are handled by Ember Table Studios LLC, a Florida limited liability company. Refunds are final only when the payment processor confirms them. If a refund fails, it goes to review and is not paid out as both cash and credit. A pending hold, a tax adjustment or a dispute holds back only the amount it affects.
Disputes with your bank
If one person disputes a card charge, we freeze that purchase and the unspent credit from it. Other people’s balances are not touched, and the host and other players are never charged to cover someone else’s dispute.
Open items for counsel
- Time limit, if any, for refund requests.
- Whether purchased credit expires, and when.
- How long a refund takes to reach you.
- Who bears payment processing fees on refunds.
- Rules for each place the pilot is offered.