Purchases and refunds

Delivery and subscription management

Premium activates on your account after payment confirmation. If you were charged but Premium is missing, contact support with your transaction reference. Do not pay again while a purchase is being verified.

To prevent future charges, open Premium and select Manage subscription to cancel renewal. Access normally continues until the paid period ends. Cancelling renewal does not automatically refund a completed payment.

Withdrawal rights — EU and UK consumers

Qualifying distance contracts generally have a 14-day right of withdrawal. To exercise an applicable right, notify support within 14 days of your purchase. We do not treat immediate activation or use of Premium alone as a waiver. Exceptions for digital content and services require the conditions set by applicable law, including express consent, acknowledgement and confirmation where required.

Valid statutory refunds are returned to the original payment method where possible, within the applicable legal deadline; EU withdrawal refunds are generally due within 14 days of notification. Mandatory remedies for missing or faulty digital content or services remain unaffected.

Cosmetics and earned rewards

Premium cosmetic access is tied to an active subscription; equipping an item is not a permanent purchase. An approved refund may end the associated subscription entitlement. Cosmetics permanently unlocked with earned War Marks or legitimate rewards remain separate from Premium.

War Marks are earned, not sold for real money. They have no cash value and cannot be redeemed or refunded for money. Mandatory rights relating to any historical purchases remain unaffected. Fraud or disputed payments may lead to an account review; contact support to challenge a decision.

Request help

support@critchess.com. Include the purchase date, product and transaction reference. We will verify your account where necessary and explain the outcome. See Terms of service and Privacy.