KLUON
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KLUON
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This policy applies to KLUON paid passes, including The Mansion of Falling Red Snow and The Trial of the Black Harvest.
These documents apply to bank-transfer orders, account passes, and online play during the current paid beta. Registration details will be added here and in the site footer after business and mail-order registrations are complete.
| Status | Cancellation and refund rule |
|---|---|
| Order created, before payment | Cancel immediately from order history at no charge. |
| Transferred, before confirmation | Send the order number and transfer information to customer support. After verification, the full amount will be returned. |
| Payment confirmed and Pass issued, before use | Request a full refund within 7 days of the issue date, provided use has not begun. |
| After use begins | Once digital content use has begun and the withdrawal restriction was confirmed at checkout, withdrawal for a simple change of mind may be restricted. |
| Service differs from its description, advertising, or contract | Request cancellation or refund within 3 months of supply, or within 30 days of learning of the discrepancy. |
| Material failure attributable to the Operator | If normal play is impossible and cannot be restored, choose either a full refund or a replacement Pass for the same story. |
Issuing a Pass to an account does not by itself mean the Pass has been used. Use begins when the required Players have joined, play starts, and the account's Pass is marked as used.
Story descriptions, public briefings, and pre-purchase information do not count as the start of paid content use.
Pass delivery may be held until an insufficient transfer is resolved. After the order and account records are checked, excess or duplicate transfers will be returned in part or in full.
Where needed for repayment, we may request the account holder name, refund account, and proof of transfer. This information is used only to process the refund.
Use the account support feature or email [email protected] with the order number, account email, and reason for the request. If transfer confirmation is needed, include the transfer time and depositor name.
After reviewing the request, the Operator will explain eligibility and the expected processing date.
Approved refunds are normally returned within 3 business days to the original payment method or a verified account in the customer's name. If bank processing, mismatched information, or a public holiday causes delay, the reason and expected date will be provided.
No separate penalty is charged for a refund caused by the Operator or for a statutory withdrawal.
After a refund, Passes, unused order-specific coupons, and related benefits issued through that order may be withdrawn. This does not affect separate compensation already used or benefits earned through another order.