At Mountain Interactive, we value transparency and aim to ensure that our community members have a clear understanding of our refund policy. While most transactions are non-refundable, particularly those associated with subscriptions, we want to provide clarity on what you can expect and how to request a refund when eligible.
Refund Eligibility
Mountain Interactive primarily operates on a donation and subscription-based model. Subscriptions, including Gold VIP, Platinum VIP, and Titanium VIP, are considered donations, and by their nature, these are non-refundable. This policy is in place to support the continuous development and maintenance of our platform.
Ineligible for Refund:
Monthly Subscriptions: As donations, monthly subscription fees are not refundable. This includes all tiers of VIP subscriptions.
One-Time Donations: Any one-time donation made via our donation page is also non-refundable.
Eligible for Refund:
Technical Issues: In cases where a technical error, such as double billing or unauthorized transactions, occurs, we may process a refund.
Billing Errors: If a billing issue on Mountain Interactive’s end results in incorrect charges, users are eligible to request a correction or refund.
Examples of Refund Scenarios:
Duplicate Charges: If you’ve been charged more than once for a single transaction.
Incorrect Subscription Charge: If you’re charged the wrong amount or for a subscription you didn’t initiate.
Note: Refunds are typically not available for dissatisfaction with in-game content or features, as all benefits and perks are clearly outlined before purchase.
Requesting a Refund
If you believe you are eligible for a refund, follow these steps to request one:
Review Your Transaction: Before submitting a request, ensure that the transaction in question falls within the scope of eligible refunds. Check your account details and payment receipts for accuracy.
Prepare Your Information:
Transaction ID: You can find this in your payment confirmation email or account purchase history.
Date of Purchase: Include when the charge was made.
Reason for Request: Clearly explain why you are requesting the refund, such as a billing error or duplicate charge.
Contact Customer Support:
Email [email protected] with the subject line “Refund Request”.
In the email, include your Transaction ID, Date of Purchase, and reason for requesting the refund.
Attach any relevant screenshots or documentation, such as payment receipts.
Response Time: Refund requests will be reviewed by the Customer Support Team within 5-7 business days. You will receive an email confirming whether your refund has been approved or denied.
Refund Processing
If your refund request is approved, the following applies:
Refund Method: Refunds will be issued via the same payment method used during the transaction (e.g., credit card, PayPal).
Processing Time: Refunds may take 7-14 business days to reflect in your account, depending on your bank or payment provider.
If your request is denied, the Customer Support team will explain the reason for denial, and you may still receive credits or in-game items as compensation, depending on the issue.
Refund Policy for Game Pass Purchases
As we continue to phase out Roblox gamepasses in favor of our subscription model, refunds for past gamepass purchases may not be available. If you encounter issues with your gamepasses or feel entitled to a refund for these purchases, we recommend contacting Customer Support for clarification on your specific case.
Disputes and Chargebacks
We encourage users to resolve any refund issues directly with Mountain Interactive by following the steps outlined above. Initiating a chargeback without attempting to contact support first may lead to penalties on your account, including:
Suspension of services or account restrictions.
Please reach out to [email protected] to discuss any concerns or disputes before contacting your payment provider.
Need Further Assistance?
If you have additional questions or need assistance with your refund request, our support team is available to help. Feel free to contact us at:
Email: [email protected]
Phone: +1 (855) 954-0255