SpringTale Refund Policy

This Refund Policy explains how Cardigan Studios handles refund requests, payment reversals, and chargebacks for SpringTale gem-pack purchases. It applies to purchases made directly through SpringTale's Stripe-hosted checkout.

Gems are account-bound digital currency used for SpringTale in-game cosmetics. They are not transferable, do not have cash value, and cannot be exchanged for money except where required by law.

To request a refund or report a purchase problem, email hello@cardiganstudios.com. Include the email address or Steam-linked SpringTale account used for the purchase, your Stripe receipt or payment reference, the gem pack purchased, and a description of the issue.

We may request information reasonably needed to identify the transaction and assess your request. We will communicate the outcome to you using the contact details provided with the request or purchase.

For our standard v1 support process, we assess gem-pack purchases as whole packs rather than calculating partial gem-pack refunds. If we approve or are required to provide a whole-pack refund, the same number of gems originally credited for that payment is removed from the account.

Approved refunds are returned to the original payment method unless another method is required by law or agreed with you. The time for funds to appear depends on Stripe, your payment provider, and the payment method used.

A refund does not remove cosmetics already acquired with those gems. If refunded gems were already spent, the account's gem balance may become negative.

An account with a negative gem balance keeps its previously acquired cosmetics, but cannot buy another cosmetic until later gem purchases bring the balance high enough for that purchase.

We do not automatically remove gems while a payment dispute is pending. If a card provider finally decides a dispute or chargeback in the cardholder's favour, the gems originally credited for that whole gem-pack payment are removed from the account using the same balance rules above.

Cosmetics already acquired with those gems remain owned and equipped. A final chargeback can therefore result in a negative gem balance.

Partial refunds, partial disputes, duplicate payments, unauthorised-purchase reports, and other exceptional payment cases are reviewed individually. We do not automatically calculate a proportional gem deduction; any account adjustment is made deliberately and recorded for support purposes.

Nothing in this policy excludes, restricts, or modifies rights or remedies that cannot legally be excluded, including consumer guarantees under the Australian Consumer Law. Depending on the circumstances, those rights may entitle you to a remedy beyond this voluntary-refund process.

This policy does not replace legal advice. For information about Australian consumer rights, visit the Australian Competition and Consumer Commission (ACCC) consumer-rights guidance.

We may update this policy from time to time. The current version will be published on this page with its updated date. If you have questions about this policy or a purchase, contact hello@cardiganstudios.com.