Refund Policy

Effective: October 2, 2026

Crystals and bundles in Stenochki are paid for through Tebex, which acts as the merchant of record. Refunds are returned to the original payment method.

When we refund

• Crystals not received. If your crystals are not credited within 24 hours after payment, contact us and we will credit them or refund you.
• Change of mind. Within 14 days of purchase you may request a refund if the crystals from that purchase have not been spent. For the Starter Bundle, its crystals must be unspent and its chest unopened.
• Accidental or duplicate purchase, technical error. We will refund you or fix the crediting.

When a refund is not possible

Crystals that have already been spent in the game (on chests, heroes, the season pass or gold exchange) are not refundable, except in the case of a technical error or where a refund is required by the laws of your country. Items received for free (gold from matches, gifts, season pass rewards) have no monetary value and are not refundable.

How to request a refund

Email [email protected] with:

• your in-game nickname or account email;
• the payment ID from your Tebex receipt (it starts with tbx-);
• a short description of the issue.

We reply within 3 business days. Refunds usually reach your card or PayPal within 5–10 business days, depending on your bank. You can also contact Tebex support directly via the link in your receipt.

What happens to your crystals

After a refund, the crystals from that purchase are automatically removed from your balance. If a payment is disputed through your bank (chargeback), the items credited for it are also removed, and accounts involved in abuse may be suspended.