Refund and Cancellation Policy

1. Introduction 2. Company Information 3. Digital Content and Immediate Delivery 4. EU Consumer Right of Withdrawal 5. Pearls Purchases 6. Essence Purchases 7. Virtual Items, Consumables, Equipment, Market 8. Failed Delivery and Technical Errors 9. Chargebacks and Payment Disputes 10. Payout and Reverse Conversion Issues 11. How to Request a Refund Review 12. Refund Method and Timing 13. No Refund for User Mistake or Game Outcome 14. Statutory Rights 15. Contact

1.Introduction

This Refund and Cancellation Policy (“Policy”) explains how refunds, cancellations, consumer withdrawal rights, failed purchases, chargebacks, and payout-related issues are handled on the Atlantheos platform available at https://atlantheos.com/ (the “Platform”).

This Policy forms part of the Terms and Conditions. Capitalised terms used here have the meanings given in the Terms and Conditions unless otherwise stated.

2.Company Information

Grimy KFT
Company Registration No.: 01-09-457104
Registered Address: 1141 Budapest, Szugló utca 82., Hungary
Website: https://atlantheos.com/
Email: support@atlantheos.com

3.Digital Content and Immediate Delivery

Atlantheos provides Digital Content, including Pearls, Essence, Virtual Items, consumables, equipment, Atlanteans, Artifacts, market items, account features, and other in-game content.

Digital Content is delivered to your account immediately or shortly after payment confirmation. A receipt is sent to the email address on your account.

By completing a purchase you expressly request immediate delivery of the Digital Content and acknowledge that you may lose your statutory right of withdrawal once delivery or performance begins.

4.EU Consumer Right of Withdrawal

If you are a Consumer in the European Union or European Economic Area, you may have a statutory right to withdraw from a distance contract within 14 days without giving a reason.

However, for online Digital Content that is not supplied on a tangible medium, this withdrawal right may be lost if:

(a) you expressly consent to the immediate beginning of performance or delivery during the withdrawal period; and
(b) you acknowledge that you will lose your right of withdrawal once delivery or performance begins; and
(c) the Digital Content is delivered, credited, accessed, used, consumed, activated, or otherwise made available to your account.

5.Pearls Purchases

Pearls are Digital Content. Unless otherwise stated on the Platform, Pearls are purchased at the rate of 1 EUR = 10 Pearls, with a minimum top-up of EUR 10.

If you purchase Pearls and they have not been delivered, credited, used, spent, consumed, exchanged, or activated, you may contact support to request review of your refund rights.

Once Pearls are credited to your account, delivery has begun and your withdrawal right may be lost under applicable law.

Pearls that have been spent on equipment tiers, consumables, healing, Atlanteans, Virtual Items, gameplay features, or other Digital Content are treated as consumed and are not refundable except where required by law.

Equipment in Atlantheos wears down through use and is then lost, and the Platform provides no repair function. Normal wear of purchased equipment is part of the game as described and is not a defect, a failure of delivery, or a ground for a refund.

6.Essence Purchases

Essence is Digital Content. Unless otherwise stated on the Platform, Essence may be purchased at the rate of 1 EUR = 1 Essence, with a minimum top-up of EUR 10.

Eligible Essence may be submitted for reverse conversion through the Platform's payout function at the disclosed reverse conversion rate. Unless otherwise stated at the time of payout, the reverse conversion rate is 1 Essence = EUR 0.50 before any applicable deductions, and the minimum withdrawal is 50 Essence.

A payout or reverse conversion request is not a refund. It is a separate Platform function governed by the Terms and Conditions, eligibility rules, verification requirements, payment provider rules, fraud checks, and the payout flow.

If you purchase Essence and it has not been delivered, credited, used, spent, transferred, listed, involved in a market transaction, submitted for payout, or otherwise activated, you may contact support to request review of your refund rights.

Once Essence is credited to your account, delivery has begun and your withdrawal right may be lost under applicable law.

Essence that has been used in the Artifact Market, submitted for payout, transferred through a completed market transaction, affected by chargeback, or otherwise activated is not refundable except where required by law.

7.Virtual Items, Consumables, Equipment, and Market Purchases

Virtual Items, consumables, equipment, Atlanteans, Artifacts, and market purchases are Digital Content.

The following are not refundable except where required by law:

(a) Digital Content that has been delivered to your account after you requested immediate delivery and acknowledged loss of withdrawal rights;
(b) Pearls or Essence that have been spent, used, consumed, transferred, exchanged, listed, or activated;
(c) consumables used in battle or gameplay, including those used against a god or in the Arena;
(d) equipment, Atlanteans, upgrades, or items purchased and added to your account, including equipment that has since worn down through use;
(e) Artifact Market purchases completed between users;
(f) items affected by gameplay outcome, battle result, drop rate, ranking, league status, item rarity, market demand, price movement, or user choice;
(g) bonus, promotional, free, test, or reward balances or items;
(h) Shells, Crystals, gameplay rewards, Ascent, league positions, or non-purchased in-game content.

8.Failed Delivery, Duplicate Charges, and Technical Errors

You may be entitled to a correction or refund where:

(a) you were charged but the purchased Digital Content was not delivered;
(b) you were charged twice 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 the account balance was not updated;
(e) a transaction was affected by a verifiable Platform technical fault.

In such cases, we may, depending on the situation and applicable law, deliver the missing content, correct the account balance, reverse the incorrect transaction, or issue a refund to the original payment method.

Every purchase is given an order number, shown to you at the end of checkout and repeated on the receipt sent to your email. Quoting that order number when you write to support is the fastest way for us to find the transaction.

9.Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute, we may restrict your account, freeze balances, pause market access, suspend payout requests, and investigate the transaction.

If a chargeback relates to Pearls, Essence, Virtual Items, market activity, or other Digital Content that has already been delivered, used, spent, transferred, consumed, or activated, we may remove the related Digital Content, reverse balances, cancel transactions, deduct amounts, suspend your account, or take other action permitted by the Terms and applicable law.

Unauthorised chargebacks, fraudulent payment disputes, or misuse of refund processes may result in account termination and refusal of future purchases or payouts.

10.Payout and Reverse Conversion Issues

Payouts are separate from refunds.

Eligible Essence may be submitted for reverse conversion only through the Platform's payout function and only at the disclosed reverse conversion rate. Unless otherwise stated at the time of the payout request, the reverse conversion rate is 1 Essence = EUR 0.50 before applicable deductions.

Essence held for a pending request is returned to your balance automatically and in full if the request is rejected or if the transfer fails, as described in the Terms and Conditions. That return is not a refund of a purchase.

The Company may delay, refuse, reverse, or cancel payout requests where required for verification, fraud prevention, chargeback prevention, sanctions screening, AML/KYC checks, payment provider rules, technical issues, or legal compliance.

If a payout fails due to incorrect user information, payment provider refusal, unsupported payment method, compliance issue, or account mismatch, we may ask you to provide corrected information or complete verification.

11.How to Request a Refund Review

To request a refund review, contact support at support@atlantheos.com and provide:

(a) your account email or user ID;
(b) the order number, and the transaction date and amount;
(c) payment method or payment reference where available;
(d) description of the issue;
(e) screenshots or receipts if available.

We may ask for additional information to verify the transaction and your identity.

12.Refund Method and Timing

Approved refunds are normally issued to the original payment method used for the purchase, unless another method is required by law or payment provider rules.

Refund processing times may depend on the payment provider, card network, bank, country, and fraud checks.

We do not control delays caused by banks, card networks, payment providers, or incorrect user information.

13.No Refund for User Mistake or Game Outcome

Except where required by law, we do not provide refunds for:

(a) accidental purchases after confirmation;
(b) dissatisfaction with gameplay outcomes;
(c) lost battles, defeats by a god, Arena results, Ascent or league changes, the difficulty of an opponent, or drop rates;
(d) changes in market demand, item price, or user listing decisions;
(e) purchases made by someone using your account credentials;
(f) failure to secure your account;
(g) use of unsupported devices, browsers, VPNs, regions, or payment methods;
(h) suspension or termination caused by breach of the Terms.

14.Statutory Rights

Nothing in this Policy limits any mandatory consumer rights that cannot be excluded under applicable law.

If there is a conflict between this Policy and mandatory consumer law, mandatory consumer law will prevail to the extent required.

15.Contact

For refund, cancellation, failed delivery, chargeback, or payout questions, contact: