Refund Policy

Last updated: 25 July 2026. Effective 25 July 2026. Version 2.0.

We want you to be confident in your purchase. This Refund Policy explains when refunds are available, when they are not, and how to request one. By purchasing a Nebula licence, you agree to the terms below.

  • Refund window: 48 hours from the time of purchase.
  • Activated keys: non-refundable once revealed & activated.
  • How to request: Discord ticket within the 48-hour window.

1. General Policy

Nebula licences are digital goods delivered instantly and automatically at the point of purchase. Because a licence key can be revealed, copied, and used immediately upon delivery, activated keys are non-refundable. This is the industry standard for digital goods and is the only way we can deliver keys instantly without manual review delays that would penalise every honest customer.

However, we stand behind our product and want every customer to be satisfied. If something went wrong on our end, or if you have a genuine issue that falls within the exceptions below, we will make it right, either through a fix, a replacement, or a refund.

2. When You Are Eligible for a Refund

You may request a refund within 48 hours of purchase if any of the following apply:

  • Non-delivery: your licence key never arrived by email or Discord DM, and we cannot provide it after investigation. This is rare but can happen due to email filtering, Discord DM restrictions, or payment processor delays.
  • Never activated: the key was never used and shows no activation on our end. We can verify this from our records.
  • Platform incompatibility: the software does not work on a supported platform (Windows 10/11 for the client, or any platform with a compatible browser for the proxy) and we cannot resolve the issue within a reasonable time after you contact support.
  • Duplicate purchase: you accidentally purchased the same product twice (e.g. double-clicked the checkout button, or a payment retried after a timeout). We will refund the duplicate.
  • Product not as described: the software materially differs from what was described on our website at the time of purchase, and the difference cannot be resolved through an update or fix.

3. When You Are Not Eligible

Refunds will not be granted in the following cases:

  • The key has been activated and the software has been used. Once a key has been activated, the digital good has been "consumed."
  • The 48-hour window has passed since the time of purchase. After this window, all sales are final.
  • You were banned from a server or platform for using the software. This is a third-party consequence, not a product defect. Nebula works as intended; whether a server allows it is outside our control.
  • You changed your mind after activating and using the software. Buyer's remorse is not a valid reason for a digital goods refund.
  • Your licence was revoked for violating our Terms of Service (key sharing, concurrent sessions, tampering, reverse engineering, etc.). Revocation for cause voids any refund eligibility.
  • The software does not work on an unsupported platform (e.g. Java Edition, consoles, mobile, or an OS version we do not support). Supported platforms are clearly listed on our website. It is your responsibility to verify compatibility before purchasing.
  • You failed to provide required information (e.g. order number, email) when requesting a refund, and we cannot verify your purchase.
  • The issue is caused by a third-party service (e.g. your antivirus blocking the download, your network blocking our servers, or a game update that we have not yet patched). In these cases, contact support first. We can usually help you resolve it.

4. How to Request a Refund

Before you request

If you're having a technical issue, open a support ticket first. Most problems are resolved within minutes by our support team. A fix is almost always faster than a refund, and you keep your licence.

To request a refund:

  • Open a ticket in our Discord support server: discord.gg/nebulanetwork
  • Provide the following: your order number (shown on the checkout success page and in your confirmation email), the email address used at checkout, the licence key in question, and a clear description of the issue.
  • Do so within 48 hours of your purchase. Requests after the window will be reviewed at our discretion but are not guaranteed.
  • Be responsive: if we need additional information to process your request, please respond within 48 hours. Unresponsive requests may be closed without refund.

Our team will review your request and respond within 1 to 2 business days. If approved, the refund will be processed to your original payment method.

5. Refund Processing & Timing

  • Method: refunds are always returned to the original payment method used at checkout. We cannot refund to a different card, account, or wallet.
  • Credit/debit card (Stripe): 5 to 10 business days for the refund to appear on your statement, depending on your bank.
  • Timing starts from the moment we process the refund, not from the moment you request it. You will receive a confirmation message when the refund is initiated.
  • If you do not see the refund after the expected timeframe, contact your bank or payment provider first, then contact us if they cannot help.

6. Partial Refunds & Bundle Purchases

  • Bundles: if you purchased a bundle (e.g. client + proxy) and only one component is defective or undelivered, we may offer a partial refund for the affected component rather than refunding the entire bundle. The remaining components remain active.
  • Partial use: if you activated a time-limited licence (e.g. 30-day) and a qualifying issue arises partway through, we may offer a pro-rata refund for the unused portion at our discretion.
  • Upgrades: if you upgraded from one tier to another and the upgrade is eligible for a refund, only the upgrade price is refundable. The original purchase remains as-is.

7. Chargebacks & Payment Disputes

Filing a chargeback or payment dispute with your bank or payment provider without first contacting us via Discord is considered abuse of the payment system and will result in:

  • Immediate and permanent revocation of your licence(s) and account.
  • A permanent ban from purchasing any Nebula product in the future, on any account or payment method.
  • Active dispute of the chargeback with our payment processor, including evidence of delivery and activation.
  • Where applicable, reporting to fraud databases that may affect your ability to make online purchases from other merchants.

Contact us first

If you have a genuine issue, even if you think it's not covered by this policy, contact us via Discord before filing a chargeback. We have resolved thousands of issues and will work with you to find a fair solution. A chargeback hurts both sides and is almost always slower than a support ticket.

8. What Happens to Your Data After a Refund

  • Upon refund, your licence key is immediately revoked and can no longer be used to validate or run the software.
  • Your account remains active unless you request deletion. You may continue to use the client portal for any other licences you hold.
  • Transaction records (order number, refund amount, date) are retained for 12 months for accounting and dispute-resolution purposes, as required by law.
  • All other data associated with the refunded licence (validation logs, download logs) is purged according to the retention schedule in our Privacy Policy.

9. EU & UK Consumer Rights

If you are a consumer in the European Union or the United Kingdom, you have additional rights under the EU Consumer Rights Directive (Directive 2011/83/EU) and the UK Consumer Contracts Regulations:

  • 14-day withdrawal period: you have the right to withdraw from your purchase within 14 days without giving a reason. However, for digital content delivered instantly (like licence keys), this right is lost once you have explicitly consented to immediate delivery and acknowledged that you lose the withdrawal right once delivery begins. By completing checkout, you provide this consent.
  • Legal guarantee: the software must conform to the description provided on our website. If it does not, you may be entitled to a repair, replacement, or refund under your local consumer protection laws, regardless of this policy.
  • These rights cannot be waived by this policy or our Terms of Service. If your local law provides stronger consumer protections, those protections apply.

To exercise your EU/UK consumer rights, contact us via Discord as described in section 10.

10. Statutory Rights

Nothing in this policy limits any statutory consumer rights you may have under the laws of your country of residence. This policy sets out our voluntary commitments; your legal rights are in addition to, not instead of, the protections described here. If your local law provides rights that cannot be waived by contract, those rights prevail over this policy.

11. Contact

For refund requests or any question about this policy: