1. The short version
Not used your key yet? Full refund, no questions asked. A key activates on first use, so an unused one has cost you nothing but time.
Once it is activated: if Valen will not run on your machine 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 do not. Contact us before disputing a charge.
2. Instant delivery and your right of withdrawal
Consumers in the UK and the EEA normally have 14 days to withdraw from an online purchase. That right does not survive digital content being supplied immediately, once you have expressly asked for immediate supply and acknowledged that you lose the right of withdrawal by doing so.
Checkout asks for exactly that: by purchasing, you request immediate access to Valen and accept that your statutory 14-day right of withdrawal ends as soon as your license key is issued. The policy below is what we offer on top of that, of our own accord.
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. Once it has been used, the rest of this section applies.
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 — a serious defect we introduced does not stop mattering on day 7 — but it is at our discretion.
4. When we do not
- You changed your mind after activating your key and using the client.
- Your Minecraft account or server rank was banned. Every server forbids modified clients, we never claim to be undetectable, and you accept that risk when you buy. This is set out in the Terms of Service.
- A specific module stopped working because a server, Minecraft or Forge changed. We fix these as they come up; a temporary regression is not a failure of the product.
- Your computer cannot run Minecraft 1.8.9 with Forge, 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 licence expired, or you used up the machine changes your plan includes. Both are stated on the pricing table before you buy.
5. How to request one
Email support@valen.cx from the address you used at checkout, with:
- your receipt or order number;
- your license key, if you received one;
- what went wrong, and what you already tried with support.
If your key is unused, say so and that is all we need — we will check it and refund you. Otherwise tell us what went wrong first: most refund requests turn out to be a launcher problem we can fix in a few minutes.
6. How long it takes
We aim to decide within 3 business days and will tell you either way. Approved refunds are processed back to your original payment method, and normally appear within 5–10 business days depending on your bank.
When a refund is issued, the license key attached to that order is deactivated. Continuing to use Valen after a refund is a breach of the Terms of Service.
7. Chargebacks
Please contact us before opening a dispute with your bank. A chargeback costs us a fee on top of the refunded amount and takes weeks to resolve, where an email normally takes a day.
Keys with an open chargeback are suspended until the dispute is settled. Keys with a chargeback decided against us are permanently banned. If one was raised in error, tell us.