đź’ł Refund Policy
This article explains how refunds work for Hone purchases processed through Xsolla, our official payment provider.
Please read carefully before requesting a refund.
Overview
Refunds are handled exclusively by Xsolla.
Refunds are available within 48 hours of purchase
Requests after 48 hours may only be approved in special cases
All refund decisions follow Xsolla’s policies
⚠️ Hone does not process refunds directly.
What You’re Purchasing
Xsolla may provide the following:
Software (subscriptions, digital access, premium accounts)
In-game items or currency
Digital licenses or access keys
Physical products (in rare cases)
Reward-based items (Red Orbs)
All purchases are collectively referred to as “Items”.
Ordering & Payment
Orders are processed by Xsolla, not Hone
Your purchase is confirmed once payment is approved
A receipt is sent to your email
Processing may take up to 2–5 days, depending on payment method
If an item cannot be delivered, you will be refunded automatically.
Delivery Information
Digital items are delivered electronically
Physical items may take several days to ship
Delivery delays caused by third parties or global events are not the responsibility of Hone or Xsolla
You are responsible for providing accurate billing and shipping details
Fraud Prevention
Xsolla reserves the right to:
Block fraudulent purchases
Revoke access if abuse is detected
Deny refunds for accounts involved in misuse
Banned accounts are not eligible for refunds.
Refund Requests
Refunds Are Allowed When:
The software was not received
The purchase was duplicated
A subscription was renewed accidentally (within 48 hours)
The software failed to function correctly
An item was purchased by mistake and not redeemed
Refunds Are NOT Allowed When:
More than 48 hours have passed (unless exceptional)
The product has already been redeemed
The issue is “not what I expected”
A digital key or pre-order was already delivered
Red Orbs were used (non-refundable)
NFTs were minted or redeemed
How to Request a Refund
Step 1: Contact Xsolla
Visit:
https://help.xsolla.com/refunds/refund-my-digital-purchase
Step 2: Submit a Refund Request
You’ll need:
Your transaction ID
Purchase date
Email used during checkout
đź“Ś Transaction IDs are sent via email after purchase.
EU / UK Right of Withdrawal
If you live in the EU or UK:
You may withdraw within 14 days
Digital content loses refund eligibility once accessed
Refunds are issued using the original payment method
Once digital access begins, your right to withdraw is waived.
Refund Processing Time
Refunds may take up to 10 business days
Refunds go back to the original payment method
Processing time depends on your bank or card provider
Important Legal Notes
Refunds cannot be sent to a different card or account
Refunds are limited to the purchase amount
Xsolla is not responsible for third-party software behavior
Disputes are handled under California law
All disputes must go through arbitration
Need Help?
For refund-related questions, contact Xsolla directly