Refund Policy

Effective Date: April 10, 2026
Jurisdiction: State of Washington, United States
Last Updated: April 10, 2026

1. General Refund Policy

1.1 No Refund Standard

All digital content and virtual items purchased through the SForest Platform are final and non-refundable. Digital products are inherently different from physical goods; once delivery is complete and access is provided, return is impractical.

This policy applies to:

Purchased digital games and applications
Downloaded software and executables
In-game virtual currency and items
Battle passes, cosmetics, and cosmetic items
Access passes and season passes
Digital books, ebooks, and audio content
Any other digital content delivered via the Platform

1.2 Rationale

The no-refund policy reflects:

Nature of Digital Goods: Digital products cannot be "returned" once delivered
Risk Mitigation: Prevents fraud and abuse (unauthorized chargebacks)
Merchant Protection: Merchants require certainty of payment for digital delivery
User Agreement: Users acknowledge this policy before purchase (clear disclosure)
Statutory Consistency: Complies with state laws regarding digital goods

1.3 Statutory Exception Disclaimer

Notwithstanding the above, SForest complies with mandatory statutory consumer rights:

Applicable Laws: Federal, state, and international consumer protection statutes
Chargeback Rights: Federal payment card regulations
Unauthorized Transactions: Legal right to dispute fraudulent charges
International Rights: Consumer protection laws in user's jurisdiction

Where statutory law requires refund eligibility or mandates consumer protections, those rights are preserved and supersede this policy.

2. Limited Exceptions to No-Refund Policy

2.1 Unauthorized Transactions

Eligibility: Transactions made without your authorization (fraudulent charges)

What Qualifies:

Someone else made purchase using your account/payment method
Your payment method was compromised or stolen
Charge appears on your account you did not authorize
You did not consent to the transaction

What Does NOT Qualify:

Buyer's remorse or changed mind
You authorized transaction but now regret it
Someone with access to your account made purchase
You forgot you made purchase or forgot payment method

Refund Process:

Contact [email protected] with details of unauthorized transaction
Provide your account information and transaction ID
SForest investigates the claim (typically 5-10 business days)
Refund issued to original payment method if approved
SForest may freeze account if fraud suspected
Chargebacks may trigger account suspension

2.2 Technical Failures and Double Billing

Eligibility: Duplicate charges or transaction failures resulting in multiple billings

What Qualifies:

You were charged twice for single purchase
Payment processor error resulted in multiple charges
Transaction failed but money was charged
System glitch caused duplicate billing
Confirmed duplicate charges visible in transaction history

What Does NOT Qualify:

Multiple intentional purchases
Failed transaction that was later successful (separate transaction)
Multiple purchases of in-game currency (if intentional)
Accidental multiple clicks that resulted in separate purchases

Refund Process:

Contact [email protected] with transaction IDs
SForest verifies duplicate charge in system
Duplicate charges reversed automatically (if detected by system)
Additional refund issued if claim is approved
Refund issued within 5-10 business days
Refund goes to original payment method

2.3 Merchant Content Removal

Eligibility: Refund if Merchant removes purchased content without providing access

What Qualifies:

You purchased game or digital content
Merchant removes content from Platform
Content is no longer accessible to you
You paid for content you can no longer access
Content was discontinued/de-listed by Merchant

What Does NOT Qualify:

Game goes offline due to server shutdown (you were notified)
You had adequate access period before removal
Content modified but not removed entirely
Content moved to different location (still accessible)
Game shut down for legitimate business reasons

Refund Process:

SForest notifies you of content removal
Refund eligibility determined within 30 days
Refund issued if content unavailable
Amount refunded: full purchase price for removed content
Refund issued to original payment method

2.4 Merchant-Requested Refunds

Eligibility: Refunds at Merchant's discretion for legitimate reasons

What Qualifies:

Merchant specifically requests refund for you
Merchant's terms or customer service allow exceptions
Merchant provides authorization for refund
Merchant processes refund through their account

What Does NOT Qualify:

You request refund directly (Merchant must authorize)
Merchant never responded or refused request
Refund outside Merchant's refund window

Refund Process:

Merchant initiates refund through their dashboard
SForest processes Merchant-authorized refunds
Refund issued to your account or original payment method
Timeline depends on payment processor and payment method

3. Refund Process and Procedures

3.1 Refund Request Submission

How to Request:

Email: [email protected] with "Refund Request" in subject line
Include: Your account email, transaction ID, purchase amount, reason for request
Provide: Documentation if applicable (receipt, screenshot, error messages)
Attach: Any evidence supporting your claim (duplicate charges, error screenshots)

Required Information:

Your account email address
Transaction ID (visible in purchase history)
Original purchase date
Purchase amount and currency
Specific reason for refund request
Detailed explanation of your claim
Supporting documentation (if applicable)

Email Subject Line:

"Refund Request - [Transaction ID] - [Brief Reason]"
Example: "Refund Request - TXN123456 - Unauthorized Transaction"

3.2 Refund Request Timeline

Submission Window:

Refund requests accepted within 30 days of purchase
Requests outside this window are ineligible (with exceptions noted below)
You must initiate claim within 30 days of transaction

Exceptions to 30-Day Window:

Unauthorized/fraudulent charges: 60-day window (per payment card rules)
Technical failures: 30 days from discovery (if discovered later)
Content removal: Refund window extends to 30 days after removal notice
Merchant-authorized: Merchant may extend refund window

3.3 Refund Review Process

Investigation Timeline:

Submission: You submit refund request
Acknowledgment: SForest sends confirmation within 48 hours
Investigation: SForest reviews claim (typically 5-10 business days)
Decision: SForest makes determination (approval or denial)
Notification: You receive written decision

Investigation Details:

SForest reviews transaction records
Checks for unauthorized access indicators
Verifies duplicate charges in system
Contacts Merchant if applicable
Gathers evidence for decision

Communication:

SForest provides regular updates via email
You may be asked to provide additional information
SForest explains decision in writing
Refusal includes reason and appeals process

3.4 Refund Approval and Issuance

Approval Notification:

Email confirmation of approval
Details of refund amount
Expected timeline for refund
Original payment method confirmation

Refund Processing:

Approved refunds processed within 5-10 business days
Refund issued to original payment method
For credit cards: Appears as credit on statement
For bank transfers: Appears as deposit to account
For digital wallets: Credited to wallet account

Refund Timeline Variations:

Credit/Debit Cards: 3-5 business days (depends on card issuer)
Bank Transfers: 5-10 business days (depends on bank)
Digital Wallets: 1-3 business days (instant with some wallets)
International Transfers: 7-15 business days (currency conversion)

3.5 Refund Denial

Denial Notification:

Email with explicit denial decision
Clear explanation of why refund was denied
Specific policy provision cited
Reference to appeal process

Common Denial Reasons:

Request outside 30-day window
No evidence of unauthorized transaction
No duplicate charge found
Not an eligible exception category
Buyer's remorse (not covered)
Misuse or account violation

Appeal Process:

Denied refund requests may be appealed
Appeal must be submitted within 15 days of denial
Email: [email protected] with subject "Refund Appeal"
Include: Original refund request ID, new evidence, appeal argument
SForest reviews appeal with management oversight

4. Payment Service Provider (PSP) Specific Procedures

4.1 Payment Processors and Refund Handling

Transactions on the SForest Platform are processed through multiple PSPs:

Primary Processors:

Stripe (stripe.com)
Square (squareup.com)
Citcon Corp.
寻汇 (Xunhui)
Future Fintech Group
Payssion

Refund Responsibilities:

SForest initiates refunds
PSPs process refunds to original payment method
PSPs handle technical transmission of funds
Payment method issuer (card company, bank) delivers funds to customer

4.2 Stripe Refund Process

For Stripe Payments:

SForest requests refund through Stripe dashboard
Stripe processes refund immediately (synchronous)
Refund credited to card/bank account via Stripe
Timeline: 3-5 business days (card issuer dependent)
No fee for refund (absorb cost or pass to customer per agreement)

Stripe Chargeback Process:

Unauthorized transaction disputed with Stripe
Stripe forwards to card network (Visa, Mastercard, etc.)
SForest notified of chargeback; must respond with evidence
Card network makes final determination
Refund or chargeback processed per network ruling

4.3 Square Refund Process

For Square Payments:

SForest requests refund through Square dashboard
Square processes refund within 24 hours
Refund goes to original payment method
Timeline: 1-3 business days (payment method dependent)
Refund fee may apply (per Square terms)

Square Dispute Process:

Square disputes handled via Square Disputes API
Card network chargeback claims forwarded
SForest must provide evidence within dispute window
Outcome determined by card network and Square

4.4 International Payment Processors

For Citcon, 寻汇, Future, Payssion:

Refund requests submitted via processor's merchant portal
Processors handle refund transmission
Timelines vary by processor and payment method
Currency conversion fees may apply
Exchange rates may differ from purchase

Specifics by Processor:

Citcon: Cross-border refunds; 5-10 business days
寻汇 (Xunhui): Asia-focused; 7-15 business days
Future Fintech: Crypto and blockchain; instant to 24 hours
Payssion: Latin America focused; 10-15 business days

4.5 Direct Bank Transfers and ACH

For Direct Bank Transfers:

Refund initiated by SForest from operating account
Transferred directly to customer's bank account
Timeline: 5-10 business days (depends on banking system)
International transfers: 10-20 business days
Fees may apply for international transfers

5. Chargebacks and Disputes

5.1 Chargeback Policy

A chargeback is a refund initiated by your payment card issuer or bank when you dispute a charge.

SForest's Position on Chargebacks:

SForest respects chargeback rights under payment card regulations
Chargebacks are legitimate dispute mechanism for unauthorized charges
SForest will not penalize legitimate chargebacks
Fraudulent chargebacks may result in account suspension/termination

5.2 Chargeback Process

If You File a Chargeback:

Initiation: You contact your bank/card issuer to dispute charge
Notice: Bank/card network notifies SForest of dispute
Evidence: SForest has 30-45 days to provide evidence
SForest Response: Evidence includes transaction records, delivery proof, your account activity
Determination: Card network makes final decision
Outcome: Chargeback upheld or rejected

Outcome Possibilities:

Chargeback approved: Funds reversed to you; SForest absorbs loss
Chargeback rejected: Funds stay with SForest; charge stands
Reversal: SForest provides proof, chargeback reversed

5.3 Chargeback Prevention

To prevent chargebacks:

Legitimate Dispute - Use Refund Process:

Unauthorized transaction: Submit refund request
Technical failure: Submit refund request with details
Item not received: Contact [email protected]
Duplicate charge: Submit refund request

Contact Support First:

Email: [email protected] for any transaction issues
SForest will resolve most issues faster than chargeback
Avoid lengthy card network disputes through refund process

5.4 Chargeback Consequences

Multiple Chargebacks:

Excessive chargebacks (>3 per month or 1% of volume) trigger review
SForest may ask for explanation
Account may be flagged for high chargeback risk
Excessive chargebacks may result in account suspension
Suspected fraud triggers immediate account freeze

Chargeback Abuse:

Deliberate filing of false chargebacks constitutes fraud
May result in account termination
May result in legal action
May be reported to payment networks and law enforcement
Ban from using SForest Platform

6. Refunds and Account Suspension/Termination

6.1 No Refunds for Suspended Accounts

If your account is suspended or terminated for violation of Terms of Service:

No Refund Due:

You forfeit all remaining balance
You forfeit all virtual items and in-game currency
You forfeit access to purchased content
No refund provided for prepaid subscriptions
No refund provided for purchased passes or keys

Account Suspension Reasons:

Violation of Terms of Service (https://sforest.io/legal/terms-of-service)
Violation of Acceptable Use Policy
Fraud or unauthorized activity
Money laundering or sanctions evasion
Chargebacks or payment failures
Abuse or harassment of other users
Hacking or unauthorized access attempts

6.2 Account Deletion and Refunds

If you request account deletion:

Refund Eligibility:

Prepaid balances may be refundable within 30 days
Virtual items are not refundable (no monetary value)
Content licenses terminate (no access post-deletion)
Data retention rules apply (see Privacy Notice)

Deletion Procedure:

Submit account deletion request to [email protected]
Account flagged for deletion (30-day waiting period)
After 30 days, account deleted
Refund of prepaid balances processed before deletion
Backup period: 90 days for data recovery

7. Dispute Resolution

7.1 Disputes Over Refund Decisions

If you disagree with SForest's refund decision:

Appeal Process:

Submit written appeal within 15 days of denial
Email: [email protected] with subject "Refund Appeal"
Include: Original refund request ID, appeal argument, new evidence
SForest reviews appeal with management oversight

Appeal Timeline:

Acknowledged within 48 hours
Reviewed within 10 business days
Final decision provided in writing
Decision is binding (except legal action rights)

7.2 Escalation and Arbitration

If Appeal Denied:

You may pursue dispute resolution per Terms of Service
Binding arbitration available (per Terms of Service Section 20)
AAA or JAMS arbitration in Seattle, Washington
Class action waiver applies (individual arbitration only)

Arbitration Process:

Single arbitrator hears case
Written evidence and arguments presented
Arbitrator makes binding decision
Decision enforceable in court

7.3 Small Claims Court Option

Eligibility:

Disputes under small claims court limit (~$5,000-$10,000 depending on state)
You may bring claim in small claims court instead of arbitration
SForest must accept small claims court jurisdiction

Small Claims Process:

File claim in your local small claims court
Small claims judges hear consumer disputes
Generally faster and less expensive than arbitration
Limits on attorney fees and discovery

8. Refund and Payment Card Holder Rights

8.1 Federal Law Protections

You have rights under federal payment card laws:

Payment Card Network Rules:

Visa, Mastercard, American Express, Discover rules
Right to dispute unauthorized charges (chargeback)
Right to dispute failed transactions
Right to reverse double charges
Dispute window: Typically 60-120 days from transaction

Automatic Clearing House (ACH) Rules:

If paying via bank transfer, ACH rules provide protections
Right to dispute unauthorized ACH transfers
Dispute window: 60 days from statement
Bank must investigate disputes

Consumer Protection Laws:

Federal Trade Commission (FTC) regulations
Fair Credit Billing Act (FCBA) protections
State consumer protection statutes
Unfair or deceptive practice standards

8.2 State Specific Consumer Rights

California (CCPA/CPRA):

Right to refund for unauthorized charges
Right to return digital goods within reasonable period (if not accessed)
Right to cancel subscriptions
Right to clear, conspicuous refund terms before purchase

New York:

Right to cancel digital goods within 3 days
Right to cancel before delivery
Right to refund for failed transactions
Prohibition on automatic renewal

Other States:

Various consumer protection laws provide refund rights
Return periods for digital goods vary
Unauthorized transaction protections
Negative option (subscription) cancellation rights

8.3 Preserving Your Rights

To preserve legal rights:

Maintain Records: Keep transaction confirmation emails
Document Issues: Save screenshots of problems
Report Promptly: Contact support within reasonable time
Keep Evidence: Preserve evidence of unauthorized use
Use Payment System: File chargebacks if needed
Consult Attorney: For complex disputes, seek legal advice

9. PSP-Specific Refund Policy Variations

9.1 Stripe-Specific Terms

Stripe Refund Window:

SForest may process refunds up to 180 days from transaction
Stripe allows immediate refunds (no holding period)
SForest's 30-day policy is stricter than Stripe's capability
Exceptions: Unauthorized transactions (60 days per card rules)

Stripe Chargeback Fee:

Chargeback filed with Stripe: $15 fee charged by Stripe
Fee paid by merchant (SForest absorbs or passes to customer)
Excessive chargebacks trigger higher fees
High chargeback rates: Stripe may terminate merchant account

9.2 Square-Specific Terms

Square Refund Window:

Refunds can be processed up to 1 year from transaction
Square charges refund fee (typically 1-2% of refund amount)
SForest's 30-day policy is customer-friendly
Exceptions: Unauthorized transactions (per card rules)

Square Chargeback Fee:

Chargeback with Square: $25 fee
Fee charged by Square to merchant (SForest)
Excessive chargeback rate risks account termination

9.3 International Processor Terms

Citcon:

Refund window: 90 days
Cross-border refunds: 7-10 business days
Currency conversion fees apply

寻汇 (Xunhui):

Refund window: 60 days
Multi-currency refunds: 10-15 business days
May retain service fees

Future Fintech:

Instant refunds (blockchain/crypto): Immediate
FIAT refunds: 1-3 business days
Lower fees than traditional processors

Payssion:

Refund window: 30 days
Payment method dependent processing
International refunds: 10-20 business days

10. Governing Law and Jurisdiction

10.1 Washington State Law

This Refund Policy is governed by Washington State law without regard to conflict of principles.

Washington Consumer Law:

State consumer protection act applies
Unfair or deceptive acts prohibited
Clear refund terms required before purchase
Automatic renewal protections apply

10.2 Binding Arbitration

Disputes over refunds are subject to:

Binding Arbitration: Per Terms of Service Section 20
Arbitration Forum: AAA or JAMS
Location: Seattle, Washington
Arbitrator: Single neutral arbitrator
Costs: Each party bears own fees; arbitrator may allocate fees

10.3 Class Action Waiver

You and SForest agree that:

Refund disputes resolved individually (not as class action)
No class arbitration or class lawsuit permitted
No consolidation of multiple claims
Each claim heard separately

11. Special Situations

11.1 Virtual Item Gifting

If You Receive a Gift:

Gift items are non-refundable (purchaser made voluntary gift)
You cannot request refund for received gifts
Gift givers may request refund if within 30 days of gift
Gift givers must go through normal refund process

11.2 Bundle and Package Refunds

If You Purchase a Bundle:

Refund applies to entire bundle (cannot refund individual items)
Partial refunds not available for bundles
Bundle discount forfeited if refunded
Refund equals total bundle price paid

11.3 Subscription and Recurring Charges

Subscription Refunds:

Refund policy applies to first month/billing period
Cancellation: Stops future charges, does not refund past charges
Refund: Available if subscription cancelled within 30 days
Merchant may offer trial periods (refund varies)

Cancellation Process:

Go to account settings > Subscriptions
Click "Cancel Subscription"
Cancellation effective at end of current period
No refund for remaining subscription term (unless eligible)

12. Contact Information

12.1 Refund Requests

To request a refund, contact:

Email: [email protected]
Subject: Refund Request - [Transaction ID]

Required Information:

Your account email
Transaction ID
Purchase date and amount
Reason for request
Supporting documentation (if applicable)

Response Time:

Acknowledgment: Within 48 hours
Decision: Within 5-10 business days
Refund Processing: Within 5-10 business days of approval

12.2 Appeals and Disputes

To appeal refund denial:

Email: [email protected]
Subject: Refund Appeal - [Original Request ID]

Appeal Window: Within 15 days of denial
Escalation: To management for final review

12.3 General Support

Email: [email protected]
Website: https://sforest.io
Hours: Monday-Friday, 9am-5pm Pacific Time

13. Policy Updates and Amendments

13.1 Changes to Refund Policy

SForest may update this Refund Policy:

Updates posted with effective date
Material changes communicated via email (if logged in)
Changes take effect upon posting (unless otherwise noted)
Past refund requests governed by policy in effect at request time

13.2 Retroactive Application

New policies do NOT apply retroactively to past refunds
Pending refund requests: Policy in effect at request time applies
Already-processed refunds: Not affected by new policy
Future purchases: New policy applies

Acknowledgment

By making a purchase on the SForest Platform, you acknowledge:

You have read and understood this Refund Policy
You accept the no-refund standard for digital goods
You understand the limited exceptions
You understand the refund request process and timeline
You accept binding arbitration for disputes