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, and Market Purchases 8. Failed Delivery, Duplicate Charges, and Technical Errors 9. Chargebacks and Payment Disputes 10. No Conversion into Money 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 Annex: Model Withdrawal Form

1.Introduction

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

Before you pay, the checkout asks you to tick a separate box confirming that you expressly request immediate delivery of the digital content and acknowledge that you will lose your statutory right of withdrawal once delivery begins. The purchase cannot be completed without this confirmation.

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.

Pearls obtained in the Game in exchange for Shells were not purchased and are not refundable.

Once Pearls are credited to your account, delivery has begun and your statutory withdrawal right is lost, because at checkout you expressly requested immediate delivery and acknowledged the loss of that right. Purchased Pearls are therefore not refundable, whether or not they have been spent, except in the cases described in Section 8 or where required by 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.

Essence is used inside the Platform only, to claim Artifacts on the Artifact Market. Essence cannot be converted into money, withdrawn, or transferred to another user.

Essence may also be credited without payment when you exchange a spare Artifact with the Company. Essence credited in this way is a gameplay reward: it was not purchased and is not refundable. When Essence is spent, purchased Essence is treated as spent first.

Once Essence is credited to your account, delivery has begun and your statutory withdrawal right is lost, because at checkout you expressly requested immediate delivery and acknowledged the loss of that right. Purchased Essence is therefore not refundable, whether or not it has been spent, except in the cases described in Section 8 or where required by law.

Essence that has been used in the Artifact Market, 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, exchanged, or activated;
(c) consumables used in battle or gameplay, including those used against a god or in Rivals;
(d) equipment, Atlanteans, upgrades, or items purchased and added to your account, including equipment that has since worn down through use;
(e) Artifacts claimed on the Artifact Market; a completed exchange of a spare Artifact for Essence cannot be undone;
(f) items affected by gameplay outcome, battle result, drop rate, ranking, league status, item rarity, a later change of price, 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

Please contact us at support@atlantheos.com before initiating a chargeback — most issues are resolved faster that way and without consequences for your account.

If you initiate a chargeback or payment dispute, we may restrict your account, freeze balances, pause access to the Artifact Market, and investigate the transaction.

If a chargeback relates to Pearls, Essence, Virtual Items, or other Digital Content that has already been delivered, used, spent, 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.

10.No Conversion into Money

Pearls, Essence, Shells, Crystals, Artifacts, and every other Virtual Item exist inside the Platform only. They have no monetary value outside the Platform, cannot be exchanged for money or anything of monetary value, cannot be withdrawn, and cannot be transferred, sold, or gifted to another user.

The Company does not pay money to users. A refund under this Policy is the only way in which money paid for Digital Content may be returned to you, and only in the cases this Policy and applicable law provide for.

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.

We process eligible refunds without undue delay and, for statutory withdrawal cases, within 14 days of receiving your withdrawal request. Banks and card networks may need additional days to show the refund on your statement; such delays, and delays caused by incorrect user information, are outside our control.

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, Rivals results, Ascent or league changes, the difficulty of an opponent, or drop rates;
(d) a later change in the price of an Artifact or other item;
(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, including your statutory remedies where Digital Content does not conform to the contract.

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, or chargeback questions, contact: