Refund & Reimbursement Policy

Last updated: March 2026

This policy explains the conditions under which refunds or reimbursements may be granted for purchases made through the NexusPrism webstore.

1. Digital Goods & Mojang EULA

All items sold through the NexusPrism webstore are digital cosmetic goods governed by the Minecraft EULA. Per the EULA, cosmetic server purchases are generally considered non-refundable once delivered.

We comply fully with Mojang's monetization guidelines: nothing sold grants a gameplay advantage, and all purchases are purely cosmetic or quality-of-life.

2. Eligible Refunds

A refund or reissue may be granted in the following situations:

  • Non-delivery: Your purchased item was not delivered to your account within 60 minutes of confirmed payment, with no server downtime or maintenance as the cause.
  • Duplicate charge: You were charged more than once for the same order due to a payment system error.
  • Technical failure: A verifiable technical error on our side prevented the item from being applied correctly and cannot be resolved by reissuing it.

Reimbursement in eligible cases may take the form of item reissuance rather than a monetary refund, at our discretion.

3. Non-Refundable Cases

Refunds are not granted in the following cases:

  • Buyer's remorse (you changed your mind after purchase).
  • You entered the wrong Minecraft username and the item was delivered to that account.
  • Your account was banned for rule violations after the purchase was made.
  • You no longer play on the server.
  • The item was successfully delivered and you simply do not want it anymore.

4. Refund Request Window

Refund requests must be submitted within 14 days of the original purchase date. Requests submitted after this window will not be considered, except in cases of proven technical failure.

5. Chargebacks

Filing a chargeback or payment dispute with your bank or payment provider without first contacting us is considered a violation of our Terms of Service. This will result in:

  • An immediate permanent ban from the NexusPrism server and all associated services.
  • Removal of all purchased items from your account.

If you believe there is an issue with your purchase, please contact us first and we will do our best to resolve it. Chargebacks should be a last resort.

6. How to Request a Refund or Reissue

  1. Join our Discord server and open a support ticket, or
  2. Use the Contact form on this website.
  3. Include: your Minecraft username, the item purchased, the date of purchase, and a description of the issue.

We aim to respond to all refund requests within 3 business days. Approved reissues are typically processed within 24 hours after approval.