01In short
- Unspent Outmarks can be refunded within 14 days of buying them.
- Once Outmarks are spent on items or the Battle Pass, the purchase usually can’t be refunded, but contact us about accidental purchases within 24 hours.
- If you were charged and didn’t get your Outmarks, or were charged twice, we’ll always fix it.
- Please contact us before disputing a charge with your bank. It’s quicker for you, and a chargeback can lock your account.
This policy is part of our Terms of Service.
02Unspent Outmarks
You can ask for a full refund of an Outmarks bundle within 14 days of buying it, as long as you haven’t spent any of the Outmarks from that bundle. When we refund it, we take those Outmarks back off your account.
If you’ve spent some of them, we can’t refund that bundle, but contact us anyway if there’s a problem and we’ll see what we can do.
03Spent Outmarks and items
Items from the Item Shop and the premium Battle Pass are delivered to your account straight away, so purchases made with Outmarks are generally final. We don’t give refunds, in money or in Outmarks, because you changed your mind, didn’t use an item, or because an item was later changed or went on sale.
Outmarks that you earned or were given (from the Battle Pass, quests, events or gifts) have no cash value and can’t be refunded.
04Accidental purchases
Bought the wrong item by mistake? Email us within 24 hours of the purchase, tell us which item it was, and if you haven’t used it in a match, we’ll usually take the item back and return the Outmarks to your account. To keep this fair, we may limit how often we do this for the same account.
The premium Battle Pass can only be returned this way if you haven’t claimed any premium rewards from it.
05Missing or duplicate charges
If you paid and your Outmarks didn’t arrive, first wait a few minutes and reload the game: some payment methods take a little while to confirm. If they still haven’t arrived, contact us with the date, the bundle and the amount. We’ll either add the Outmarks or refund the payment in full.
If you were charged more than once for the same purchase, or charged the wrong amount, we’ll refund the extra.
07Removed items
If we remove an item you bought from Outlands entirely, we’ll give you something of similar value, such as the Outmarks you paid for it or a replacement item, sent to your account as a gift.
08Chargebacks
If you dispute a payment with your bank or card provider (a chargeback) instead of contacting us, we may remove the Outmarks and items bought with that payment and suspend your account while the dispute is open. If the chargeback was a mistake, contact us and we’ll work with you to put your account back to normal.
09Banned accounts
If your account is banned for cheating or for breaking our Terms of Service or the game rules, purchases on it aren’t refunded, unless the law says otherwise.
10How to ask for a refund
Email support@vesperacorporation.com from the email address on your Outlands account, if you have one, and include:
- your Outlands display name;
- what you bought, when, and how much you paid;
- why you’re asking for a refund.
We aim to reply within 3 business days. Approved refunds go back to the original payment method through Stripe and usually show up within 5 to 10 business days, depending on your bank.
11Your legal rights
Nothing in this policy takes away rights you have under the consumer laws where you live. If those laws give you a right to a refund that this policy doesn’t mention, we’ll honour it.
12Contact us
Questions about a purchase or this policy? Email us at support@vesperacorporation.com.