Refund Policy

This Refund Policy applies to purchases of EMBERLOST digital content sold directly by TSD CONSULTANCY - FZCO (Trade Licence 60649, IFZA / Dubai Integrated Economic Zones Authority, Dubai Silicon Oasis, Dubai, United Arab Emirates; TRN 100442089700003) — "we", "us". Payments are processed by Stripe and appear on your statement as TSD* EMBERLOST.

1. What we sell

We sell digital game content — season unlocks for EMBERLOST (Single Season USD 4.99, Full Seasons USD 9.99). Purchases are delivered electronically and access is granted immediately after a successful payment. No physical goods are shipped.

2. Purchases made through app stores or platforms

If you bought EMBERLOST content through the Apple App Store, Google Play, Steam, or any other platform, that platform is the seller of record and its refund policy applies — not this one. Please request those refunds directly from the platform. This policy covers only purchases made directly from us through our Stripe checkout.

3. Refund window

For direct purchases we follow the standard applied across the games industry:

• Within 14 days of purchase and under 2 hours of play time in the purchased content — full refund, no questions asked.
• Outside that window — refunds are not generally available, except in the cases listed in section 4.

Play time is measured from the progress recorded for the purchased season. By completing a purchase you receive immediate access; to the extent permitted by applicable law, the right of withdrawal ends once the 14-day / 2-hour threshold is passed. Nothing in this policy limits mandatory consumer rights in your country — where local law grants you more, that law applies.

4. Always refundable

Regardless of access, we refund in the following cases:

• Technical failure: the content is unusable due to a fault on our side and we cannot fix it within a reasonable time.
• Duplicate charge: you were charged more than once for the same purchase.
• Unauthorised transaction: the payment was made without the cardholder's permission.
• Not delivered: payment succeeded but access was never granted.

5. How to request a refund

Email support@tsdconsultancy.ae with:

• the email address used at checkout
• the date and amount of the purchase (and the Stripe receipt number if you have it)
• a short description of the reason

We reply within 2 business days. For billing or invoice matters you may also write to finance@tsdconsultancy.ae.

6. How refunds are paid

Approved refunds are returned to the original payment method through Stripe. Funds typically appear within 5–10 business days, depending on your bank or card issuer. Refunds are issued in the original currency (USD); any currency conversion difference or bank fee is outside our control.

7. Cancellation

EMBERLOST season unlocks are one-time purchases, not subscriptions. There is nothing to cancel and no recurring charge. If you ever see a recurring charge from us, contact support immediately — it is an error and we will refund it.

8. Chargebacks

If something is wrong, please contact us first — we can usually resolve it faster than a bank dispute. Opening a chargeback without contacting us may result in access to the purchased content being suspended while the dispute is reviewed.

9. Changes to this policy

We may update this policy; the version in force at the time of your purchase applies to that purchase. The date at the top shows the current version.

10. Contact

TSD CONSULTANCY - FZCO · IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates
Support: support@tsdconsultancy.ae · Billing: finance@tsdconsultancy.ae · Game: hello@emberlost.com