Play NowRefund and Cancellation Policy
Refund and Cancellation Policy
ARCHKEEPERS
1. Introduction
This Refund and Cancellation Policy ("Policy") explains how refunds, cancellations, consumer withdrawal rights, failed purchases, and chargebacks are handled on the ARCHKEEPERS platform available at https://archkeepers.com (the "Platform").
This Policy forms part of the Terms of Service. Capitalised terms used here have the meanings given in the Terms of Service unless stated otherwise.
2. Company Information
Company: PG SCIENTIFIC INC LTD Company registration number: 14310944 Registered address: 25 Wilton Rd, London SW1V 1LW, United Kingdom Website: https://archkeepers.com Email: support@archkeepers.com
3. Digital Content and Immediate Delivery
ARCHKEEPERS supplies Digital Content: Gilded Ink, Archive Seals, Virtual Items (Pages, Instruments, Restoration pieces, refills, World Folios, Canon Relics), account features, and other in-game content.
Digital Content is normally credited to your account immediately or shortly after payment confirmation.
Before completing a purchase, the checkout asks you to confirm that you expressly request immediate delivery of the Digital Content and that you understand you will lose your statutory right of withdrawal once delivery begins. A purchase cannot be completed without this confirmation.
4. Consumer Right to Cancel (UK and EU)
If you are a Consumer in the United Kingdom or the EU/EEA, you normally have a statutory right to cancel a distance contract within 14 days without giving a reason.
For Digital Content not supplied on a tangible medium, this right is lost where all of the following apply:
(a) you expressly consented to delivery beginning during the withdrawal period;
(b) you acknowledged that you would lose the right of withdrawal once delivery begins; and
(c) the content was credited, accessed, used, spent, or otherwise made available to your account.
A model withdrawal form is provided at the end of this Policy.
5. Gilded Ink Purchases
Gilded Ink is Digital Content. Unless otherwise displayed in the Treasury, Gilded Ink is sold at the Gilded Ink Purchase Rate of 1 EUR = 100 Gilded Ink; fixed packs may carry a bonus, which is displayed in the Treasury before purchase.
If you purchased Gilded Ink and it has not been credited, spent, used, consumed, or otherwise activated, you may contact us to request a review of your refund rights — for entirely unused Gilded Ink purchases within the withdrawal period, we will refund the purchase and remove the Gilded Ink from your account.
If you expressly requested immediate delivery and acknowledged the loss of the withdrawal right, then once Gilded Ink is credited to your account, delivery has begun and the statutory withdrawal right may no longer apply.
Gilded Ink that has been spent in the Store on Pages, Instruments, Restoration pieces, Ink refills, clearing an Instrument's Rest, or other Platform features is treated as consumed and is not refundable except where the law requires otherwise.
6. Archive Seals Purchases
Archive Seals are Digital Content. Unless otherwise displayed in the Treasury, Archive Seals are sold at the Archive Seals Purchase Rate of 1 EUR = 1 Archive Seal.
If you purchased Archive Seals and they have not been credited, spent, used, or otherwise activated, you may contact us to request a review of your refund rights — for entirely unused Archive Seals purchases within the withdrawal period, we will refund the purchase and remove the Archive Seals from your account.
If you expressly requested immediate delivery and acknowledged the loss of the withdrawal right, then once Archive Seals are credited to your account, delivery has begun and the statutory withdrawal right may no longer apply.
Archive Seals that have been spent in the Collector's Market on World Folios or Canon Relics, or affected by a chargeback, are treated as consumed and are not refundable except where the law requires otherwise.
7. Content Obtained Through Gameplay
Battle rewards, World Folios, Canon Relics and Pages received after victories, ratings, Arena results, and other content obtained through gameplay have no purchase price and are therefore not subject to refund or withdrawal.
Using up Ink or Charges, losing a battle or rating, and other results of gameplay decisions and battle results are a normal part of the game and do not create any refund right.
8. Virtual Items, Refills, and Shop Purchases
Virtual Items, refills, and purchases in the Store and the Collector's Market are Digital Content. The following are not refundable except where required by law:
(a) Digital Content delivered to your account after you requested immediate delivery and acknowledged the loss of withdrawal rights;
(b) Gilded Ink or Archive Seals that have been spent, used, or consumed;
(c) Ink and Charges used in battle, refills that have been applied, and Instrument Rests that have been cleared;
(d) Pages, Instruments, Restoration pieces, or other items purchased in the Store and added to your account;
(e) World Folios and Canon Relics purchased in the Collector's Market and added to your account;
(f) content affected by battle results, the chances of rewards, ratings, game balance changes, or your own in-game choices;
(g) bonus, promotional, free, test, or reward balances and items;
(h) battle rewards, ratings, Arena results, and other non-purchased in-game content.
9. Failed Delivery, Duplicate Charges, and Technical Errors
You may be entitled to a correction or a refund where:
(a) you were charged but the purchased Digital Content was not delivered;
(b) you were charged more than once for the same purchase due to a technical error;
(c) the wrong Digital Content was delivered due to our error;
(d) a payment was confirmed but your account balance was not updated;
(e) a transaction was affected by a verifiable technical fault of the Platform.
In these cases we will, depending on the situation and applicable law, deliver the missing content, correct your balance, reverse the faulty transaction, or refund the payment to the original payment method.
10. Chargebacks and Payment Disputes
Please contact us before initiating a chargeback — most issues are resolved faster and without consequences for your account.
If you initiate a chargeback or payment dispute, we may restrict your account and freeze balances while the transaction is investigated.
If a chargeback concerns Digital Content that has already been delivered, spent, consumed, or activated, we may remove the related content, reverse balances, or suspend the account, as permitted by the Terms of Service and applicable law.
Fraudulent payment disputes or systematic misuse of refund processes may lead to account termination and refusal of future purchases.
11. A Refund Is the Only Way Money Is Returned
Gilded Ink, Archive Seals, and Virtual Items are for use inside the game only, as set out in Section 7 of the Terms of Service. The Platform does not pay money to users. A refund under this Policy, or under the law that applies to you, is the only way money you paid us is returned to you.
12. How to Request a Refund Review
Contact support@archkeepers.com from the email address linked to your game account and provide:
(a) your account email or nickname;
(b) the transaction date and amount;
(c) the payment reference or receipt, if available;
(d) a description of the issue;
(e) screenshots, if available.
We may request additional information to verify the transaction and your identity.
13. Refund Method and Timing
Approved refunds are issued to the original payment method used for the purchase, unless another method is required by law or payment-provider rules.
We process eligible refunds without undue delay and, for statutory withdrawal cases, within 14 days of your request. Bank and card-network processing may add additional days that are outside our control, as are delays caused by incorrect user information.
14. No Refund for User Mistake or Game Outcome
Except where required by law, we do not provide refunds for:
(a) accidental purchases after confirmation at checkout;
(b) dissatisfaction with gameplay outcomes, battle results, opponent difficulty, ratings, Arena results, or the chances of rewards;
(c) wear of Virtual Items through use, as described in the Terms of Service;
(d) changes to in-game prices, features, or content made as part of game development;
(e) purchases made by another person using your account credentials;
(f) failure to keep your account secure;
(g) use of unsupported devices, browsers, regions, VPNs, or payment methods;
(h) suspension or termination of your account caused by your breach of the Terms of Service.
15. Statutory Rights
Nothing in this Policy limits mandatory consumer rights that cannot be excluded under applicable law, including statutory remedies for Digital Content that does not conform to the contract. If this Policy conflicts with mandatory consumer law, the law prevails to the extent required.
16. Contact
Company: PG SCIENTIFIC INC LTD Company registration number: 14310944 Registered address: 25 Wilton Rd, London SW1V 1LW, United Kingdom Website: https://archkeepers.com Email: support@archkeepers.com
Annex: Model Withdrawal Form
To: PG SCIENTIFIC INC LTD, 25 Wilton Rd, London SW1V 1LW, United Kingdom — support@archkeepers.com
I hereby give notice that I withdraw from my contract for the supply of the following digital content: [description of the purchase]
Ordered on: [date]
Name of consumer: [name]
Account email: [email]
Date: [date]