Refund Policy

Last updated: 6 November 2026

This policy covers ranks, purchased Victory Coin packs and Store Balance sold by BRAAVAS Sp. z o.o. through https://thecoop.games. Coins earned through gameplay have no cash refund value. Our Cancellation Policy explains withdrawal and cancellation rights.

1. How to request a refund

Where the Request refund option is available in your account, open the relevant order or top-up and use it. You can also email play@thecoop.games or call +48 725 456 571 with your account email and transaction details. These contact routes remain available if the account option is unavailable. Identify the amount or item and describe the issue if relevant. A reason is not required when exercising a statutory right of withdrawal. Never send a password or full card details.

Submitting a request does not itself mean a refund has been completed. Support will record your request and communicate the decision and refund progress using your contact details.

2. Unused Store Balance

You may request a refund of the unspent part of a top-up within 14 days of that top-up, including where some of the top-up has already been used. For example, if you add €20 and spend €5 on a product, up to €15 remains eligible under this rule. The €5 spent on the product is considered separately under the digital-product rules.

Refunds are linked to the original payment. Promotional credit and coins earned in the game are not refundable as cash. Amounts already refunded or subject to an active payment dispute cannot be refunded twice. Other rights provided by law remain available.

3. Ranks and purchased Victory Coins

For digital content supplied immediately with the express consent and acknowledgment described in our Cancellation Policy, a change of mind does not create a refund entitlement after the applicable withdrawal right has ended. This does not exclude remedies required by law.

Contact us if a paid product or top-up was not delivered, you were charged twice, the wrong product was supplied, or a product does not match its description. We will provide the applicable correction, replacement, price reduction or refund. If we permanently withdraw a paid feature, we will offer an appropriate remedy, including a replacement or refund where required.

If the wrong Minecraft username was entered, contact us promptly. We will check whether delivery can be corrected. Mandatory consumer rights are not excluded by this policy.

4. Payment route and timing

Approved refunds go to the original payment method, not to another person, card, bank account or cryptocurrency wallet. A refund is not a cash-out facility. Statutory withdrawal refunds are made within 14 days after we are informed of the withdrawal, unless a different rule applies by law. For other approved refunds, we notify you of the applicable processing timetable without affecting statutory deadlines.

If the provider reports a pending or failed refund, the request remains open until reconciled. The time your payment provider takes to display the credit may vary.

5. Account restrictions and disputes

An account restriction does not automatically cancel statutory rights or eligibility for a refund of unused Store Balance. We review the relevant purchase records. Where a payment is disputed with a bank or provider, we coordinate the claim to avoid duplicate reimbursement; we do not require you to waive your rights.

6. Seller and contact

BRAAVAS SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, KRS 0001139326, NIP 6762681705, REGON 540223302, ul. Szlak 77/222, 31-153 Kraków, Poland. Email: play@thecoop.games.