Refund Policy

Last updated: 6 November 2026  ·  Operated by Astrofox Studios Ltd

This Refund Policy forms part of our Terms of Service. It applies to everything bought in the Solaris store from Astrofox Studios Ltd (Company No. 16129887). Nothing in this policy affects your statutory rights as a consumer.

1. Digital goods and immediate delivery

The Solaris store sells digital content only: Stars, cosmetic items and titles, Early Access, membership perks where offered, and bundles. These are delivered to the Minecraft account you choose immediately after payment.

2. Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days to cancel an online purchase. For digital content that is not supplied on a physical medium, that right ends once delivery has started, if you agreed to immediate delivery and acknowledged that you would lose the right to cancel.

At checkout you must tick a box confirming that you want your purchase delivered immediately and that you understand you lose your 14-day right to cancel once delivery starts. We record when you gave this consent and confirm it in your receipt email. Because delivery starts as soon as payment completes, purchases cannot be cancelled or refunded once paid, except as described below.

3. When you are entitled to a remedy

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If something you bought is faulty or not as described:

• contact us and we will repair or replace it (for example, re-deliver a missing item);
• if we can't do that within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction, which may be a full refund.

We will also refund you where we cannot deliver what you paid for at all (for example, a delivery we cannot complete), or wherever else the law requires it.

If we refund a purchase for any reason, everything that purchase granted is removed from the account, in the same way as for a chargeback (section 5).

4. The Trans Pack (fundraiser bundle)

The Trans Pack is a fundraiser bundle and is non-refundable. 50% of the price you pay for it goes to TransActual (TransActual CIC, Company No. 12772196), and that share is passed on to the fundraiser. Your consent to immediate delivery at checkout covers the Trans Pack in the same way as any other purchase. Your statutory rights in section 3 still apply if the Trans Pack is faulty or not as described and we cannot fix it.

5. Chargebacks and payment disputes

If you think a payment was taken in error, please contact us first. We can usually sort it out quickly.

If you (or anyone using your payment method) open a chargeback or payment dispute with your bank, card issuer, PayPal or any other payment method:

• we automatically remove everything the purchase granted from the account it was delivered to, including Stars, cosmetics, titles, Early Access, membership time, bundle items and anything not yet claimed;
• we may permanently ban the account (and the Minecraft account the purchase was delivered to) from Solaris services;
• we may provide information about the purchase, its delivery and your consent at checkout to the payment provider to respond to the dispute.

If a dispute is resolved in our favour or withdrawn, contact us and we will review the account.

6. Bans and account closure

If an account is suspended or banned for breaking our Terms of Service or Acceptable Use Policy, you are not entitled to a refund for purchases you can no longer use, except where the law requires otherwise. If you delete your Astrofox Account, you lose access to your purchases and they cannot be refunded.

7. How to contact us

Open a ticket in our Discord server or email help@playsolaris.net. Please include:

• your order number (from your receipt email);
• the email address of your Astrofox Account and the Minecraft username the order was delivered to;
• what went wrong, with any screenshots.