Refund Policy

1. Overview

This policy applies to plan purchases (30-day, 365-day and Lifetime passes, Lifetime upgrades, sponsorships and auto-renew charges), Usage Credits and the brand bot add-on, whether you paid by card or in USDC.

All refund windows are counted from the moment your payment was confirmed, in 24-hour periods using our system time (UTC). Refunds can only be requested by the person who made the purchase. For sponsorships, the sponsor requests the refund and use is assessed on the sponsored server.

2. Plan refunds

For plan purchases, the following refund windows apply:

• Within 5 days: full refund, no questions asked, whether or not you have used the plan. If bonus Credits from the purchase have been used, see section 4.
• From day 5 to day 14: full refund if the plan has not been used since you bought it (see section 3).
• After 14 days: we do not offer commercial refunds. This does not affect your statutory rights (see section 6).

3. What counts as using a plan

For refunds requested from day 5 to day 14, a plan counts as unused only if all of the following are true for the period since you bought it:

• No one changed the server's Engagerly configuration, such as creating, editing, deleting, enabling, disabling or publishing tasks, shop items, giveaways, drops, games, economy or other module settings. Changes by any admin or team member count, not only the owner.
• No Usage Credits were consumed by the community the purchase belongs to.
• The bot did not give out any rewards in the server, including automatic rewards such as points for chatting or check-ins.

4. Bonus Credits, Lifetime plans and other cases

Ultimate passes include bonus Usage Credits. When you get a refund, unused bonus Credits from that purchase are removed. If you get a refund within 5 days and Credits have been used since the purchase, we treat that use as coming from the purchase's bonus Credits first (excluding Credits from time-limited allowances) and deduct their value from your refund at 1 US cent per credit, up to the number of bonus Credits included in the purchase. We show this rule when you buy and when you ask for a refund.

When a plan pass is refunded, the plan time from that purchase is removed, without going below zero. When a Lifetime plan is refunded, it is removed from the server. If a Lifetime upgrade is refunded, the server returns to Premium Lifetime. If the original Lifetime purchase is refunded after an upgrade, the upgrade is refunded too.

Lifetime plans cannot be transferred or upgraded while the purchase is still within its 14-day refund period, so a transferred Lifetime plan is no longer eligible for a commercial refund.

Auto-renew charges are treated like any other 30-day pass. Plan time added with official redemption codes cannot be refunded for cash.

5. Usage Credits and brand bot

Usage Credits purchases, including auto-recharge charges, can be refunded in full within 14 days if the Credits from that purchase have not been used. Time-limited Credits are always used first and do not affect this. Credits bought later are treated as used after earlier ones. If you get a refund for an auto-recharge charge, auto-recharge is switched off unless you choose to keep it on, and it will not run again for 24 hours.

Brand bot is a one-time add-on that is ready to use straight after payment. If you are unhappy with it, contact us and we will review your request; your statutory rights apply. If brand bot is refunded, your custom bot is disconnected from the server.

Because the plan and credit rules are applied separately, the same credit use can reduce a plan refund and also make a credit purchase non-refundable.

6. Your statutory rights

This policy is a commercial guarantee on top of your legal rights, not a replacement for them. If you are a consumer in the UK or EU, you normally have a legal right to cancel an online purchase within 14 days. When you ask for a refund in the dashboard you can choose to cancel under this legal right instead of under our commercial policy, and the conditions in section 3 do not apply to it. Where the law allows, a deduction may be made for service already provided at your request during the cancellation period, calculated as the law requires.

You also keep your rights if the Service is faulty or not as described, if a payment was not authorised, or in cases of fraud, and these are not limited by the windows in this policy.

7. USDC payments

The same refund rules apply to purchases paid in USDC, but blockchain payments cannot be reversed automatically. When you ask for a refund, you must give a wallet address and choose one of the networks we currently support. We do not refund to the address the payment came from, because it may belong to an exchange.

Our team sends USDC refunds manually from our wallet. For commercial refunds, a fixed network fee for the network you choose is deducted, shown before you confirm. If the fee would be equal to or more than the refund, choose a network with a lower fee. No network fee is deducted for cancellations under your statutory rights or for refunds of duplicate payments caused by our system.

Refunds are paid in USDC based on the order's US dollar price. Please check your address and network carefully, because blockchain transfers cannot be reversed.

8. How to request a refund

Open the order on your server's Billing page in the Engagerly dashboard and choose to request a refund, or contact our team in the official Discord server at https://support.engagerly.bot or at [email protected]. Our decision on commercial refunds is based on the system records described above.

Card refunds go back to the original payment method. They are usually processed within a few days, but your bank may take longer to show them. When a refund is approved, the related plan time, Lifetime plan, Credits or add-on is removed.

Please contact us before opening a chargeback or payment dispute. While a dispute is open we may pause Lifetime transfers and upgrades for that purchase, and if the dispute is decided in your favour the purchased benefits are removed.