Refund policy
Payments are not refunded, with one exception that is handled automatically and needs no request from you.
The rule
Payments for a crown are not refunded. What you buy is delivered immediately, your name goes up the moment the payment is confirmed, and it is consumed continuously for as long as you hold the crown.
This includes being outbid. Somebody paying more than you is how the product works; it is not a fault, and it is not grounds for a refund however soon after your payment it happens.
The one automatic refund
If the crown changes hands while your payment is in flight, your payment is refunded in full, automatically, and the crown is not transferred to you. The same happens if the settled amount does not cover the price the crown was quoted at.
You do not need to ask, and there is no fee. The refund is issued to the original payment method. How long it takes to appear is your bank’s decision, not ours, typically five to ten business days.
Payments that never completed
A payment that fails, is cancelled, or is abandoned at the payment page charges you nothing and reserves nothing. The crown is released again within ten minutes.
Statutory withdrawal rights
Where you have a statutory right to withdraw from a distance contract, for example the 14-day right in the EU and the UK, or the equivalent right under Turkish distance selling rules, that right does not survive delivery of digital content that begins immediately with your express consent.
By paying for a crown you ask for immediate delivery and acknowledge that the right of withdrawal is lost once the crown is yours. Where the law where you live does not permit this, the law where you live wins.
Mistakes and duplicate charges
If you were charged twice for the same crown, charged after a failed payment, or charged an amount that does not match what you were shown, write to hello@outcity.lol within 30 days with the order number from your receipt. A charge that should not have happened is refunded in full.
Disputes
Please write to us before opening a dispute with your bank. Most of what looks like an unexplained charge is a crown someone else in your household bought, or a takeover you had forgotten.
Because Dodo Payments is the merchant of record, order-related enquiries can also be raised with them; their details are on your receipt.