Refund Policy

1. Fourteen-day request period

We normally approve a refund request submitted within 14 days after payment is confirmed. This voluntary policy is in addition to any non-excludable rights you have under applicable consumer law. We may refuse a voluntary refund to the extent permitted by law where there is evidence of fraud, repeated abuse, or unauthorized redistribution.

2. Faulty or unavailable product

Contact us if the purchased edition was not delivered, cannot be accessed, is materially different from its description, or has a fault we cannot resolve within a reasonable time. Depending on applicable law and the circumstances, the remedy may be a fix, replacement, price reduction, or refund. Mandatory consumer remedies are not limited by this policy.

3. Compatibility and changed circumstances

Before purchase, confirm that you use a supported Windows version and the Bannerlord Online mod; the unmodded base game is not supported. After the 14-day voluntary period, a change of mind, failure to meet clearly published requirements, a third-party game or mod restriction, or a lost credential does not normally qualify for a refund unless applicable law requires otherwise. Contact support for a compromised or lost key before purchasing again.

4. Bitcoin refunds

A Bitcoin payment cannot be reversed on-chain. An approved refund is a new Bitcoin transaction. For a voluntary refund, we calculate the BTC amount from the original euro purchase price using our BTC/EUR reference rate when the refund is processed. This means the BTC amount can differ from the amount originally paid.

We do not charge a refund service fee. An actual blockchain transaction fee may be applied only where permitted and disclosed; where applicable law requires a full or fee-free reimbursement, we will follow that requirement. Refunds are never sent automatically to a presumed sending address because payments may originate from an exchange or custodial service.

5. How to request a refund

Email support@bannermenu.com from the address on your BannerMenu account and include:

• the account email and Bitcoin order ID;
• the reason for the request and any relevant error details;
• the payment transaction ID, if available; and
• a Bitcoin address you control that can receive the refund on the stated network.

Never send a seed phrase, private key, wallet password, or account password. We may ask for reasonable information to verify the purchase and protect against misdirected refunds.

6. Processing and access after refund

We aim to review complete requests promptly. Approved refunds are sent without undue delay; blockchain settlement time is outside our control. Once refunded, the related license may be revoked and download and verification access will end. You must stop using and sharing the refunded product to the extent required by applicable law.

7. Incorrect, partial, or late payments

Partial, late, duplicate, or unusual payments enter manual review rather than being treated as completed purchases. Contact support with the order ID and transaction ID. We will reconcile the payment and offer fulfilment or return funds as appropriate, subject to network costs and any mandatory legal requirements.