Due to the virtual nature of our services, we are only able to provide refunds in exceptional cirucmstances.

Parents/Account Holders - Unauthorised Purchases
If your child has made an unauthorised payment using your bank account to us, please open a support ticket by clicking the chat icon on the bottom right of the page within 14 days of purchase.
Please state "refund" and "unauthorised" in the initial message so that we can get the refund to you as quickly as possible.

Cobweb
Fuel Refunds
If you have purchased fuel, we are only able to refund fuel purchases if your current fuel balance is greater than the amount you purchased minus five.
In simple terms, this means that if you request a refund for a purchase of 50 fuel, you must have at least 45 fuel in your account to request a refund.
Lobby Refunds
Ranks
Please see "Ranks" in Minecraft Servers
Cosmetics
Cosmetic perks can only be refunded if you have played for less than 2 hours in a lobby server since the point of purchase.

Minecraft Servers
Ranks
We are only able to process rank refunds if they are requested within 14 days of purchase, and you have played for less than two hours since the point of purchase.
Virtual Items
We are only able to process refunds for virtual items if they have not been used and are still in your in-game inventory, or in an enderchest/home/vault.
To request a refund
Open a support ticket by clicking the chat icon on the bottom right of the page within 14 days of purchase.
Please state "refund" and the server name in the initial message so that we can get the refund to you as quickly as possible.
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