Chargebacks and fraud

We want every purchase on Asterune to feel worthwhile. If something goes wrong, we'd always rather resolve it with you directly than have it escalate into a payment dispute. This page explains how chargebacks and fraud are handled on Asterune, what happens to your account if one is filed, and how to get help the right way.

What is a chargeback?#

A chargeback is when a cardholder asks their bank or payment provider to forcibly reverse a charge — bypassing the merchant entirely. While chargebacks exist to protect consumers from genuine fraud, filing one against a legitimate purchase is considered a violation of Asterune's Community Guidelines and our Terms of Service. It can lead to account suspension, loss of purchased items, and additional fees.

If you didn't recognize a charge, were charged incorrectly, or believe your account was compromised, please contact us first. We can almost always resolve it faster than a bank dispute, and without putting your account at risk.

How chargebacks affect your account#

When a chargeback is filed against a transaction linked to your account, the following will happen:

• Your account will be immediately suspended pending investigation
• Any items, currency, or benefits obtained through the disputed transaction will be removed
• A chargeback fee imposed on Asterune by the payment provider may be passed on to you before your account can be reinstated
• Repeated chargebacks, or chargebacks determined to be fraudulent, will result in a permanent ban

Chargebacks filed on behalf of a minor by a parent or guardian are treated differently, see the next section for details.

Information for parents and guardians#

We understand that unauthorized purchases by children are a genuine concern. If your child made a purchase on Asterune without your permission, please contact us before filing a chargeback with your bank. In most cases we are able to issue a refund directly, which resolves the situation without impacting the account or incurring additional fees.

To help prevent unauthorized purchases going forward, we recommend:

• Enabling parental controls or purchase PIN requirements through your device or payment provider
• Reviewing our Parental Controls guide for steps specific to Asterune
• Setting up purchase notifications on your payment method so you're alerted to any transactions in real time

How to request a refund instead#

If you have a legitimate reason to request a refund — an accidental purchase, a billing error, or a technical issue — please reach out to us directly before going to your bank. We review refund requests on a case-by-case basis and can often resolve them quickly.

To submit a refund request, contact us at Solarius support with the following information:

• The email address associated with your Asterune account
• The date and approximate amount of the transaction
• A brief description of the issue

Refund eligibility is governed by our Refund Policy. We're not able to guarantee refunds on all purchases, but we'll always do our best to find a fair resolution.

How Asterune detects and handles fraud#

We take payment fraud seriously, both to protect our users and to maintain a fair platform for everyone. Asterune uses a combination of automated systems and manual review to detect suspicious activity, including:

• Unusual purchase patterns or high-velocity transactions
• Payments made using stolen or compromised card details
• Account sharing or selling associated with fraudulent purchases
• Coordinated abuse of the in-game economy through fraudulent means

If your account is flagged by our fraud detection systems, you may be asked to verify your identity or payment method before continuing. This is a routine security step and does not imply wrongdoing.

Confirmed cases of fraud, including using stolen payment methods, coordinating large-scale chargebacks, or exploiting Asterune's billing systems, will result in a permanent ban and will be reported to the appropriate authorities.

Appeals#

If your account was suspended following a chargeback or fraud investigation and you believe this was in error, you can submit an appeal at Solarius support or by clicking the "Appeal" button on your suspension notice. Please include any relevant context, such as proof of purchase or communication with your payment provider, to help us review your case promptly.