Refund Policy

This Refund Policy explains how refunds work for purchases made in Imperia Borealis (the “Game”), operated by Visby Wild Crew AB (“we”, “us”, “our”). It applies to purchases of Silver (our premium in-game currency) and other virtual items (together, “Virtual Goods”), and should be read together with our Terms of Service.

1. How Refunds Work

Silver and other virtual items (“Virtual Goods”) are digital content delivered to your account immediately after purchase. How a refund is handled depends on how you paid:

• International card and wallet payments are processed by Paddle.com as Merchant of Record. Paddle is the seller for those transactions, so Paddle’s Buyer Terms and refund policy govern them — including Paddle’s standard 14-day refund window. See Section 3.
• Domestic payments are made via Swish, where we are the seller. The terms in Section 2 apply to those purchases.

2. Domestic (Swish) Purchases

For purchases where we are the seller, by completing the purchase and asking for immediate delivery you request that delivery begins at once and acknowledge that you lose the statutory 14-day right of withdrawal once the Virtual Goods have been delivered to your account, in accordance with the Swedish Distance Contracts Act (lag (2005:59) om distansavtal och avtal utanför affärslokaler).

3. International (Paddle) Purchases

International card and wallet payments are processed by Paddle.com, which acts as the Merchant of Record and seller of record for those transactions. Paddle’s Buyer Terms and refund policy — including Paddle’s standard 14-day refund window — govern these purchases. To request a refund, contact us at support@apparatengames.com or Paddle directly via paddle.net. Approved refunds are returned to your original payment method.

4. Failed or Undelivered Purchases

If you were charged but the Silver did not appear in your account, we will always make it right. Contact support@apparatengames.com with your transaction details and we will credit the Silver or issue a full refund.

5. Wipe Protection & Goodwill

If a world reset or wipe during the soft-launch period removes Silver you purchased with real money, we will restore that Silver or, where restoration is not practical, refund the affected recent purchase. Beyond this commitment, we may at our discretion offer further goodwill refunds, restorations, or compensation for other soft-launch disruptions; any such additional accommodation is voluntary.

6. Unauthorised Purchases

If you believe a purchase was made from your account without your permission, contact support@apparatengames.com as soon as possible so we can investigate. Please also review the account-security guidance in our Terms of Service.

7. Chargebacks

If you have a problem with a purchase, please contact us first — we can usually resolve it faster than a bank dispute. Initiating a chargeback without contacting us may result in suspension of access to purchased content or the account, in line with our Terms. We reserve the right to refuse or cancel purchases suspected of fraud or chargeback abuse.

8. How to Request a Refund

Email support@apparatengames.com from the email address on your account and include the package purchased, the approximate date and time, and the transaction or order reference if you have it (for Paddle purchases, this is shown on your receipt). We aim to respond within a few business days.

9. Contact

Visby Wild Crew AB (org. nr 559578-8430)
Kaungskviar 12, 622 75 Visby, Sweden
Buyer support: support@apparatengames.com · +46 73 947 34 91