Refund Policy

We want every purchase in Gemini to feel fair. This policy explains when a purchase can be refunded and how to ask for it.

When can I get a refund?

A Silk purchase made through our card / instant-payment gateway can be refunded when all of the following are true:

• You bought it in the last 14 days.
• You have played less than 2 hours since the purchase.
• You have not spent any of that Silk in the Item Mall or anywhere else in the game.

When is a refund not possible?

• The account was banned or penalised for breaking the Terms of Use or the Server Rules.
• We find that the refund policy is being abused (for example, repeated buy-and-refund).
• The payment was made with cryptocurrency, through a reseller, or for a pre-registration / pre-sale pack.
• A chargeback was opened with the bank or payment provider. Accounts with an open chargeback are suspended until it is resolved.

How do I ask for a refund?

Open a support ticket from your account and choose the Refund request category. Please include:

1. your account (username),
2. the date of the purchase,
3. the order / transaction number from your receipt,
4. a short reason for the request.

You can also write to [email protected] from the e-mail address registered on your account.

How will I get my money back?

If the refund is approved, the money goes back to the payment method you used whenever the provider allows it. If that is not possible, we will agree on another method with you. The Silk from that purchase is removed from your account. Card refunds usually take 5–10 business days to appear, depending on your bank.