Refund Policy

Purchases are generally final, but we’d rather make a mistake right than hide behind a policy. If a purchase went wrong — you were charged and never received your Moonshards — contact us and we will make it right. This page also covers chargebacks and disputes, since those affect your account differently than an ordinary refund request.

• Refund eligibility is determined at The Noctuary’s discretion, except where consumer protection legislation requires otherwise.
• If you are in a jurisdiction with mandatory consumer protections around digital goods or subscriptions, those local laws take precedence over this policy.
• To request a refund, contact records@enternoctuary.com with your account email and purchase details.

If a Moonkeeper Membership payment is refunded, any unused Moonshards that were granted by that subscription may be removed from your balance before any other Moonshards are touched. Cancelling a membership without a refund never removes Moonshards you’ve already been granted — see the Subscription Terms.

A chargeback or payment dispute filed with your bank or card issuer — instead of contacting us directly — will result in temporary restrictions on your account (a pause on further purchases and subscription actions) while the dispute is reviewed. We’d always rather resolve a problem directly; reaching out first is faster for you than a chargeback.

If a refund or chargeback removes Moonshards you’ve already spent, your account balance can go negative. An account with a negative Moonshard balance cannot spend Moonshards on entity interactions until the balance is restored to zero or above.

Refund requests or questions about this policy: records@enternoctuary.com.