Refund and Cancellation Policy

Last updated: 2026-09-18

We want purchases on ClaimTheMoon to be clear and fair. This policy covers virtual properties, advertising licences, utilities and other digital services purchased through the platform.

Your mandatory consumer rights always apply. This policy does not replace them.

Payment problems and missing purchases

Contact us if you have been charged twice, your purchase has not appeared, or a paid feature does not work as described.

Include your account email, order or payment reference and a short explanation. Do not send your full card number.

We will investigate and provide the appropriate correction, replacement service, price reduction or refund, taking account of your legal rights.

Cancelling a subscription

You can cancel recurring advertising or utility services through the available subscription controls or billing portal or contact us.

Cancellation normally stops the next renewal. You can continue using the service for the period already paid for, unless you request an earlier end that carries a legal right to a refund.

Cancellation alone does not automatically refund earlier, properly supplied periods.

If an account control is unavailable, contact us before renewal. We will honour a timely cancellation request and correct charges taken after it should have become effective.

Cancelling utilities does not itself remove your property ownership. The property may enter standby when its remaining simulated supplies are exhausted.

EU, EEA and UK withdrawal rights

Consumers in the EU, EEA and UK generally have 14 days after entering into an online digital-content or service contract to withdraw without giving a reason, subject to applicable exceptions.

We do not treat payment, signing in or immediate access alone as a waiver of that right.

An exception for immediately supplied digital content applies only when the legally required express consent, acknowledgement and confirmation have been obtained.

For services started during the withdrawal period at your express request, a proportionate charge may apply only where the law permits and the required information was provided. A service does not become “fully performed” merely because a continuing subscription has begun.

Where required withdrawal information was not provided, your cancellation period may be longer.

To withdraw, send a clear statement to our e-mail or postal adress before the applicable deadline.

Other countries and faulty services

Consumers elsewhere retain the protections provided by applicable national, state and local laws.

For Australian consumers, our services come with statutory consumer guarantees that cannot be excluded. Depending on the problem, available remedies may include cancellation, a refund, repeat performance or compensation.

Rights concerning faulty, missing or misdescribed services are separate from change-of-mind cancellation periods.

Outside a legal entitlement or an expressly advertised guarantee, change-of-mind refunds are considered individually.

Property resales

Refund rights may depend on whether the seller is acting as a business or a private individual, and on the role ClaimTheMoon performs in the transaction.

A resale label does not remove ClaimTheMoon’s own obligations or any mandatory rights you have.

If a resale is disputed or refunded, we review the payment, ownership transfer, associated licences and seller proceeds together. We explain any necessary reversal or adjustment. A refund we legally owe is not conditional on recovering money from the seller.

How refunds are paid

Refunds are normally sent to the original payment method. We do not substitute Lunar credit for a monetary refund you are legally entitled to unless you freely agree.

For a valid statutory withdrawal, we issue the refund within the legally required period, generally no later than 14 days after receiving your withdrawal notice. Your bank or payment provider may take additional time to display it.

We do not charge an administration fee for exercising a statutory refund right.

Optional withdrawal form

You may use the following wording, but you do not have to use this form:

To: Our legal business name, postal address or e-mail

I give notice that I withdraw from my contract for the following digital content or service:

Service or order reference:
Date ordered:
Customer name:
Customer address:
Account email:
Date:
Signature, only if submitted on paper:

Contact

Refunds and cancellations: contact us by e-mail.