1. The short version
Not activated your key yet? Full refund, no questions asked. A key activates only after a successful authentication binds it to a machine, so downloading the loader or an unsuccessful launch does not start the term.
Once it is activated: if Valen will not authenticate or run on a supported setup and we cannot fix it with you, we refund you in full within 7 days of purchase. If it runs and you changed your mind, or your game account was banned, we generally do not. Mandatory consumer rights are not limited by this policy. Contact us before disputing a charge.
2. Right of withdrawal
Consumers in the UK and the EEA normally have 14 days to withdraw from an online purchase. At checkout you requested immediate access and acknowledged that, where the law permits, this right ends when supply begins. That acknowledgement is recorded with your order. This policy is what we offer on top of any rights the law gives you.
3. When we refund
Unused keys, no questions asked. Your key activates the first time it authenticates and binds to a machine. Until that happens, ask and we refund you in full — you do not have to give a reason, and the 7‑day window below does not apply. We can see whether a key has ever been used, so this is checked, not taken on trust.
What “used” means
For this policy, used or activated means that the licensing service accepts a valid key and stores the machine binding. Opening the loader, downloading a client, viewing the key, or receiving an unsuccessful authentication response does not activate it. Will not run means that, after reasonable troubleshooting with support, the client cannot authenticate or launch on a supported Minecraft 1.8.9 Forge or Lunar setup. A server rule, a server ban, or an unrelated launcher or computer problem is not a client failure.
We will also refund you in full if, within 7 days of your purchase:
- You cannot get it running. The client will not launch or will not authenticate on your machine, you have worked through it with support, and we cannot resolve it.
- You paid but never received a key, and we are unable to issue one.
- You were charged twice, or bought a second license by accident and have not used it.
- The product is materially not as described on this website at the time you bought it.
Outside that window we will still look at genuine cases, but any refund then is discretionary.
4. When we do not
The examples below describe this voluntary policy and do not remove any remedy that applicable law requires for defective, misdescribed or non-conforming digital content.
- You changed your mind after activating your key and using the client.
- Your Minecraft account or server rank was banned. We never claim to be undetectable. This is set out in the Terms of Service.
- A specific module stopped working because a server, Minecraft or Forge changed, unless the product is materially not as described or a mandatory consumer remedy applies.
- Your computer cannot run Minecraft 1.8.9 with Forge or Lunar, or your launcher setup is broken in ways unrelated to Valen.
- Your key was shared, resold or banned for breaching the Terms of Service.
- Your license expired, or you used up the HWID changes your plan includes.
5. How to request one
Email support@valen.cx from the address you used at checkout where possible, with:
- your receipt or order number;
- your license key;
- what went wrong, and what you already tried with support.
If your key is unused, say so and that is all we need. If you write from another address, include the order reference and receipt so we can verify it. Do not send a full card number, password, Minecraft session token or other account secret.
6. How long it takes
We aim to decide within 3 business days after receiving a complete request. Approved refunds are returned by Stripe, who took the payment, to your original payment method, and normally appear within 5–10 business days depending on your bank. The license key attached to a refunded order is deactivated.
7. Chargebacks
You can contact us before opening a dispute with your bank so we can investigate quickly. Doing so is optional and does not waive any statutory or payment right. Keys with an open chargeback may be suspended until the dispute is settled, and a chargeback decided against us may result in permanent termination.