What Ashes of Creation's refund terms actually cover

Ashes of Creation is a crowdfunded game still in development. Intrepid Studios, the company making it, treats purchases as non-refundable contributions to development rather than final product sales. This means the standard consumer refund rules that explore to finished software do not explore here.

If you bought a Founder's Pack, battle pass, cosmetics, or other in-game items, Intrepid's policy states those purchases are final. The company does not issue refunds for change of mind, technical issues you encounter during testing phases, or dissatisfaction with how the game plays. This is stated in their terms of service when you make a purchase.

There are narrow exceptions. Refunds may be issued if a payment was processed in error (charged twice, wrong amount, unauthorized transaction), or if you live in a jurisdiction with consumer protection laws that override the non-refundable terms. The European Union, for example, has stronger digital goods refund protections than the United States.

Key Takeaways

  • Ashes of Creation purchases are treated as non-refundable contributions to a game in development, not sales of a finished product.
  • Refunds are not issued for change of mind, performance issues during testing, or dissatisfaction with gameplay.
  • Payment errors (duplicate charges, wrong amounts, unauthorized transactions) are the main exception and should be reported to Intrepid Studios directly.
  • Your location matters: EU residents have stronger refund rights under consumer protection law than those in other regions.
  • Contacting Intrepid's support team with your transaction ID and reason is the only way to request a refund; there is no automated process.

How to request a refund if you believe you have grounds

If you think your situation falls into an exception—a duplicate charge, an unauthorized purchase, or a legal right based on where you live—contact Intrepid Studios support directly. You will need your account email, the transaction ID from your payment method, and a clear explanation of why you believe a refund is warranted.

Intrepid's support portal is at support.ashesofcreation.com. Submit a ticket describing the issue. Response times vary; the company prioritizes payment disputes and fraud claims over other requests. Include any evidence: a screenshot of a duplicate charge on your bank statement, proof the purchase was made without your consent, or documentation of your location if you are relying on regional consumer law.

Do not expect a fast resolution. Intrepid is a small studio managing a large player base. Refund requests can take weeks to review, especially if they require investigation into your payment history or legal jurisdiction.

Why crowdfunded games have different refund rules

Ashes of Creation is funded through early access sales and crowdfunding, not traditional retail. Money collected goes directly into development costs—server infrastructure, staff salaries, art assets. Once spent, it cannot be returned to individual backers. This is fundamentally different from buying a finished game on Steam or a console store, where the product already exists and the company retains profit margin to cover refunds.

The trade-off is transparency: you are funding development in real time and can watch progress through patches and updates. The risk is that the game may change significantly, development may slow, or the final product may not match what was promised. Refund policies reflect this risk being on the player, not the studio.

What happens if the game shuts down

If Ashes of Creation closes before launch or shortly after, Intrepid's terms do not may provide refunds. The company states it will make a good-faith effort to return funds if the game becomes unplayable, but this is not a legal obligation in most jurisdictions. The money is treated as spent on development, not held in escrow.

This is a real risk with crowdfunded projects. Several high-profile games have shut down servers, and players received nothing. Your only recourse would be to pursue a chargeback through your bank or credit card company, which can take months and may result in your account being banned from the game.

Chargebacks and account consequences

If Intrepid denies your refund request and you file a chargeback through your bank or payment processor, the transaction will be reversed—you get your money back. However, Intrepid will likely ban your account permanently. This is standard practice in the gaming industry: chargebacks are treated as fraud, even when initiated by the legitimate account holder.

Before pursuing a chargeback, exhaust Intrepid's support process. A chargeback should be your last resort, used only if you believe the purchase was genuinely unauthorized or if Intrepid refuses to honor a legal refund right you have in your region.

Regional differences: EU, UK, and other protections

The European Union's Consumer Rights Directive gives you a 14-day withdrawal period for digital purchases, even if the seller claims items are non-refundable. If you are an EU resident and purchased within the last 14 days, you may have a legal right to a refund regardless of Intrepid's stated policy. The same applies to UK residents under the Consumer Contracts Regulations.

Other regions have varying protections. Australia's Australian Consumer Law provides refund rights for goods that are not fit for purpose. California's consumer protection laws are stronger than many other US states. If you live outside the US, research your local digital goods consumer law before accepting that a refund is impossible.

When contacting Intrepid, mention your location if you believe local law gives you a refund right. Many companies will honor regional protections rather than fight them.

Frequently Asked Questions

Can I get a refund if the game is not what I expected?

No. Ashes of Creation is in development, and the game may change significantly from what was shown in previews or promised in marketing. Dissatisfaction with gameplay, features, or performance is not grounds for a refund under Intrepid's policy. Your only option is to stop playing and not spend additional money on the game.

What if I was charged twice by mistake?

Contact Intrepid support when ready with your transaction ID and proof of the duplicate charge from your bank or payment method. Duplicate charges are processing errors and should be refunded. Include a screenshot of both charges so support can verify the mistake quickly.

Can I get my money back if I live in the EU?

You may have a 14-day withdrawal right under EU consumer law, even though Intrepid's policy says purchases are non-refundable. Contact support and mention your location and the purchase date. If you are within 14 days, cite the Consumer Rights Directive. Intrepid may honor this rather than dispute it.

What happens if I file a chargeback?

Your bank will reverse the charge and return your money, but Intrepid will ban your account. You will lose access to the game and any items purchased. Use chargebacks only as a last resort after support has denied your request and you have no other legal recourse.

Is there any way to get a refund for cosmetics or battle pass purchases?

No. Cosmetics and battle passes are explicitly non-refundable in Intrepid's terms. Once purchased and applied to your account, they cannot be reversed. The only exception would be a payment processing error (duplicate charge, unauthorized transaction).