Legal
Refund policy
When you do and do not get your money back for purchases in the PRISMA store.
1. Principle
All purchases are digital goods delivered right after payment. By checking out you expressly consent to immediate delivery and waive the 14-day right of withdrawal, as European consumer law allows for digital content. Purchases are therefore final in principle.
2. When we do refund
The package was not delivered and cannot be delivered within 48 hours of your ticket. You accidentally bought the same package twice. You bought a package for the wrong username and report it within 24 hours. In those cases we refund in full or move the purchase, whichever you prefer.
3. When we do not
You were banned or muted after breaking the rules. You already used the package. You simply do not like the package afterwards. A season wipe was announced in which ranks are kept.
4. How to request one
Open a ticket in #support on Discord (https://discord.gg/pamJd3tCmq) or email contact@prisma.gg with your username, transaction ID (from the Tebex confirmation email) and what went wrong. We reply within 48 hours. Refunds go through Tebex to your original payment method and can take 5 to 10 business days.
5. Chargebacks
A chargeback through your bank or PayPal without contacting us first results in a permanent ban and removal of all purchased items. Always contact us first; we always resolve genuine problems.