1. Core principles
Lorencia is digital software and an online service. We want to fix genuine defects and incorrect charges, while avoiding refunds for access that was correctly delivered and substantially used. This Policy never removes a refund, withdrawal, warranty, or conformity remedy that applicable law requires.
Cancellation and refund are different. To stop a future renewal, follow the Cancellation Policy. A cancellation normally leaves access active until the end of the paid period and does not automatically return an earlier payment.
2. When a refund may apply
- You were charged more than once for the same purchase or charged after a valid cancellation should have taken effect.
- The purchased entitlement was not delivered and we cannot restore it within a reasonable time.
- The purchase was unauthorised, subject to verification and the payment provider's fraud process.
Where only part of the service is affected, a repair, replacement, extension, credit, or proportionate refund may be the appropriate remedy if the law permits it.
3. What does not create an automatic refund
- Changing your mind after digital access was delivered or used.
- Failure caused by an unsupported game or server version, incorrect account setup, antivirus or device restrictions, unavailable internet, insufficient hardware, or a third-party outage.
- A game-server sanction, rule change, closure, update, or decision to block automation.
- Not using an available subscription, forgetting to cancel before renewal, or uninstalling the application without cancelling.
4. How to request a refund
Contact Support promptly and select or state “Billing / refund”. Include the purchase reference, date, amount, license identifier with most characters hidden, a concise description, and the troubleshooting already attempted. Never send a password, full license key, or card details.
Your purchase receipt and customer portal provide the billing contact for refund requests.
5. Review and payment
We may verify the purchase, delivery, usage, information about the problem, cancellation time, and payment status. We will communicate the decision and any available remedy through the established support or billing channel.
An approved refund is sent through the original payment method where possible. Processing time after approval is controlled by the payment provider and financial institution. Fees, exchange-rate differences, or tax adjustments are handled according to applicable law and provider rules.