Refund Policy

The short version: once a plan is switched on it does not come back as money, because you asked for it to start straight away. But there is a list of situations where we refund anyway, and it is written down here rather than left to our mood on the day.

1. What you are buying

A plan is a digital service attached to one Discord server. There is nothing to ship and nothing to download: the moment the payment clears, the features unlock on that server. It is billed for a period — monthly or yearly — and renews until you stop it.

2. The 14-day right, and the tick box

Consumers in the EU, the EEA and the UK normally have 14 days to change their mind about something bought online, with no reason given. For a digital service that starts immediately, that right can be given up — but only if you are asked clearly and you actively agree.

So at checkout you will see a box you have to tick yourself:

I want the plan to start now, and I understand that once it is active I lose my right to withdraw within 14 days.

Tick it and the plan starts instantly, and section 4 applies. Do not tick it and you keep the full 14-day right — the plan then activates once the 14 days are up, or sooner if you come back and confirm. We do not pre-tick that box, and we do not bury it: taking someone’s statutory right away by making it easy to miss is exactly the trick the rule exists to stop.

3. When we refund

These are not favours. If one of them applies, ask and you get the money back.

• You were charged twice for the same period, or charged after you had already cancelled.
• It never worked. The plan was paid for but the features did not unlock on your server, and we could not fix it within a reasonable time.
• We took away something you paid for. If a feature that was part of your plan is removed and nothing equivalent replaces it, you get the unused part of the period back.
• An outage you actually lost. If the bot is down for more than 72 consecutive hours through our fault, we refund those days on request.
• A renewal you did not mean. Tell us within 7 days of a renewal charge, and if the plan has not been used in that window, we cancel and refund it in full. This one is goodwill rather than law, and we would rather lose the money than keep a payment somebody forgot about.
• We shut the service down. Everything unused comes back, in proportion, without anyone having to ask.

4. When we do not

• You changed your mind after activating the plan, having ticked the box in section 2.
• You bought it and did not get round to using it.
• Your server was suspended or removed by Discord, or you lost access to it. That is between you and Discord and it does not undo our side of the deal.
• We suspended you for the things listed in section 6 of the Terms.
• Part of a period you have already used, when you cancel mid-way. Cancelling stops the next payment; it does not claw back the current one.

5. How to ask

Write to info@acev.net from the address you paid with, or open a ticket in the support server, and tell us the Discord server, the date of the charge and which of the situations above applies. You do not need to argue a case — the list is the list.

We answer within 5 working days and, where a refund is due, it is processed within 14 days of us accepting it. The money goes back to the card or account it came from; Paddle.com Market Ltd, as merchant of record, is who actually returns it, so the line on your statement will carry their name. They can also refund at their own discretion under their own policy, which sits alongside this one rather than under it.

6. Chargebacks

If you think a charge is wrong, ask us before asking your bank. A chargeback costs us a fee on top of the disputed amount and it is decided by people who have never seen the service, which usually suits neither of us.

While a chargeback is open we suspend the plan on that server. If it turns out you were right, you keep the money and we turn the plan back on for the period in question at no charge. Nothing here stops you using your bank’s dispute process if we have genuinely failed to sort it out.

Questions about this policy go to info@acev.net. It sits under the Terms of Service; where the two disagree, the Terms win.