1. General Digital Sales Principle
All sales of digital Stars on AnimeArena.live are final and non-refundable once the Stars have been delivered to your account wallet.
Because Stars are intangible digital goods that are credited instantaneously upon payment confirmation and immediately available for casting votes, statutory cooling-off withdrawal rights (such as the EU 14-day distance selling right) are waived upon immediate performance with your express consent at checkout.
2. Eligible Refund Exceptions
We will review and approve refund requests under the following limited technical and administrative circumstances:
- Duplicate Transaction Billing: If our payment gateway or your card issuer billed you multiple times for a single checkout session due to a network timeout or checkout double-submission.
- Technical Non-Delivery: If your payment successfully settled and cleared our Merchant of Record, but Stars were never credited to your wallet due to a database failure, webhook delivery timeout, or dead-letter queue error, and our engineering team cannot resolve the delivery within 24 hours.
- Verified Unauthorized Account Takeover: If unauthorized fraudulent charges were made using your stored payment method following an account compromise, verified by our security audit logs prior to any Star consumption.
3. Ineligible Refund Scenarios
Refunds will never be issued under the following circumstances:
- Consumed Stars: Stars that have already been allocated to an anime, cast in a battle, or spent in a tournament bracket cannot be refunded, reversed, or refunded in cash.
- Contest or Fandom Disappointment: An anime you backed losing a community battle, dropping in ranking, or failing to win a tournament bracket is not grounds for a refund.
- Account Suspension or Termination: Forfeiture of unspent Stars due to violations of our Terms of Service (e.g., botting, Sybil manipulation, hate speech) is non-refundable.
- Buyer's Remorse: Accidental purchases where the user simply changed their mind after delivery.
4. How to Submit a Refund Claim
To request a refund under an eligible exception, you must contact our billing support desk within fourteen (14) calendar days of the transaction timestamp:
Email: [email protected]
Required Information:
- Registered account email address
- Checkout session ID or Whop transaction reference
- Date and amount of the transaction
- Detailed description of the technical anomaly or issue
Investigation SLA: Initial review within 2 business days; resolution within 5 business days.
5. Chargebacks & Friendly Fraud Policy
Filing a chargeback or payment dispute with your bank or credit card company without contacting AnimeArena support first violates these Terms.
When a chargeback notification is received from our Merchant of Record, the associated user account is placed under immediate administrative lock pending resolution. If a fraudulent chargeback is upheld, the account will be permanently banned and barred from future registration.