Refund Policy

Last updated 21 October 2026

This policy covers packs of coins and items bought in Citavon with real money. It is part of our Terms of Service.

What you buy

A pack is digital: coins and items added to the lord you bought it for, in the game. Nothing is shipped. The pack is delivered as soon as PayPal or Payfast tells us the payment is complete, usually within seconds, and you get a receipt in the game's mail and, if the lord is on an account with an email address, by email.

Purchases are final once delivered

When you go to payment, you ask us to deliver the pack at once, and you agree that once it is delivered you can no longer cancel the purchase or get your money back for a change of mind. This is also why coins and items cannot be swapped back for money, moved to another lord, or exchanged for another pack.

When we will put it right

We will refund your payment in full, or deliver what you paid for if you would rather have that, when:

• you were charged but the pack did not arrive, and we cannot deliver it within 3 days of you telling us;
• you were charged twice, or charged a different amount from the price in the Buy window, for the same order: we refund the extra;
• someone used your PayPal account or card without your permission to buy a pack, and the pack's coins and items have not been used: tell us and PayPal as soon as you can;
• the law where you live gives you a right to a refund that this policy cannot take away.

If a bug in the game takes away or spoils something you bought, we will give back what was lost in the game.

How to ask

Email support@citavon.com within 30 days of the payment, from your account's email address if you can, with:

• the lord's name and the server;
• the order number (it starts with pay_) and the PayPal transaction or Payfast payment number, both on your receipt;
• what went wrong.

We answer within 5 working days. A refund goes back the way you paid, through PayPal or Payfast; how long it then takes to show depends on them and your bank.

Refunds, reversals and chargebacks

When a payment is refunded, reversed or charged back, we may take the pack's coins and items back from the lord, as far as they are still there. Please talk to us before opening a dispute with PayPal or your bank: we can usually fix a problem faster. A chargeback for a pack that was delivered may lead us to suspend the account while we look into it.

If the game closes

If we ever close the game or a server for good, we will stop selling packs and tell players in the game at least 30 days before, where we can. Coins and items have no value in money, so unused ones are not refunded, unless the law requires it.