Refund Policy (Germany / EU Consumers)

Last updated: March 2, 2026

Source: arcane-web/app/legal/refunds/page.tsx

1. Scope and Definitions

This policy governs refunds and withdrawal rights for Arcane digital services and license-based access.

  • Consumer means a natural person acting mainly outside trade/profession (§ 13 BGB).
  • Entrepreneur means a person/entity acting in trade/profession (§ 14 BGB).

2. Trial Access

Free trial access has no purchase price and is therefore not refundable.

3. Statutory Right of Withdrawal (Widerrufsrecht)

Consumers generally have a 14-day withdrawal right for distance contracts under §§ 312g, 355 BGB, unless a statutory exception applies.

To exercise withdrawal, send a clear statement to: realraced@gmail.com.

4. Early Expiry for Digital Services/Content

Where legally applicable, the withdrawal right may expire early for digital content/services if:

  • You expressly request immediate performance before the withdrawal period ends.
  • You acknowledge that this causes your withdrawal right to expire once performance begins/is complete.
  • Arcane provides legally required confirmation.

References: § 356(4) and/or § 356(5) BGB (depending on contract type).

5. Consequences of Withdrawal

If withdrawal is valid, Arcane refunds payments received for the affected contract without undue delay and generally via the original payment method, unless otherwise agreed.

Separate from statutory rights, Arcane may grant a partial adjustment for unused paid license time if a qualifying ban occurs during an active paid term and is reported with evidence.

  • Assessment is case-by-case and based on remaining paid time, logs, and evidence.
  • Adjustment may be granted as credit, replacement time, or payment refund.
  • This is a voluntary policy and does not create an automatic entitlement beyond mandatory law.

7. Non-Refundable Situations (Subject to Mandatory Law)

  • Active use of paid access after activation (for example, a 7-day license used for 5 days) is generally non-refundable once withdrawal rights were lawfully expired/excluded at checkout.
  • Change of mind after lawful expiry/exclusion of withdrawal rights.
  • User-side setup errors or failure to follow setup/safety guidance.
  • Third-party outages, platform/game actions, or external service disruptions beyond Arcane control.
  • Suspension/termination for fraud, abuse, harassment, or other contractual violations.

Mandatory statutory rights (for example withdrawal rights where still applicable, and defect rights under §§ 327d ff. / general BGB provisions as applicable) remain unaffected.

8. Refund/Review Request Process

Submit requests through official Arcane support channels with:

  • Account and contact details.
  • Transaction/license details and date.
  • Issue description and supporting evidence (timestamps/screenshots where available).

9. Chargebacks and Payment Disputes

Please contact support before opening a chargeback. Arcane may temporarily suspend service access during active payment disputes, where legally permissible.

10. Consumer Arbitration / ODR

  • EU ODR platform: https://ec.europa.eu/consumers/odr
  • Statement under § 36 VSBG: We are neither obligated nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

11. Updates

Arcane may update this policy. Updated versions apply from publication date.