Refund Policy

Below you will find (A) a brief orientation section and (B) the detailed rules, organised by product type in a clear hierarchy (no tables). The policy distinguishes between Perpetual Licences and the Yearly Extended Support Maintenance Plan, sets out when pre‑orders/pre‑paid plans can be cancelled, clarifies that support fees become non‑refundable once support or updates have been consumed, and incorporates an EU withdrawal clause as well as Celestial Fantasia Games LLC’s discretionary/fraud safeguards.

A. Orientation

Celestial Fantasia Games LLC (“CFG,” “we,” “us”) sells two paid offerings:

  • Perpetual Licence – a one‑time fee granting indefinite use of the current build of the Product.
  • Yearly Extended Support Maintenance Plan – a renewable 12‑month service that unlocks updates, patches and technical support.

Refunds are possible only within the specific windows below and only when the stated conditions are met. Outside those windows all sales are final, except where consumer‑protection law requires a remedy for faulty goods .

B. Detailed Eligibility

1. Perpetual Licence Refunds

  • 14‑Day “Change‑of‑Mind” Window
    Individual consumers may cancel for any reason within 14 calendar days of purchase and receive a full refund. This mirrors the minimum cooling‑off period found in EU distance‑selling rules. The license is revoked once the refund is processed (see Section 5).
  • Pre‑Orders
    * You may cancel a license that was purchased before official release at any time until the Product becomes available for download/activation.
    * After release, you still have a full 30 days to change your mind because we recognise that early adopters have not yet had a chance to evaluate the shipping version. This “post‑launch” buffer follows common marketplace practice for digital pre‑orders, such as GOG’s 30‑day goodwill period.
  • Beyond 14 Days (or 30 days for pre‑orders)
    * The license fee is non‑refundable.
    * You retain perpetual use of the build you already have; no further updates are provided without an active support plan.

2 .Yearly Extended Support Maintenance Plan Refunds

  • 30‑Day Assessment Window
    * Initial purchases and manual renewals of the support plan are potentially refundable within 30 days of the transaction date provided both of these conditions are true:
    • No support ticket has been answered by CFG; and
    • No update, patch, or new major version released during the coverage window has been downloaded or activated on any device.
      This mirrors industry policies that treat support or maintenance as non‑returnable once service consumption begins.
  • Once Support or Updates Are Consumed
    * If either of the above conditions is breached—even on Day 1—the plan becomes strictly non‑refundable. The rationale is that support services and software updates are irrevocable benefits that cannot be “returned.”
  • Pre‑Paid (Future) Support Terms
    * If you pay today for a support term that starts in the future (e.g., a bundle or early‑renewal discount), you may cancel any time before that next term begins for a full refund.
    * When the new term starts, the 30‑day/unused rule in §2.1 applies. This allows you to lock‑in pricing while still having a no‑risk window right up until the service activates.
  • Automatic Renewals
    * If auto‑renew is enabled, you can disable it in your customer portal up until the renewal charge posts.
    * Auto‑renew payments are treated like any other renewal and follow §2.1–§2.2.

3. EU Statutory Withdrawal

EU/EEA consumers have a legal right to withdraw from distance contracts within 14 days . Because licenses are delivered digitally and can be used immediately, EU law permits traders to ask customers to waive that right when they request instant download. By clicking “Download & Activate,” you acknowledge and waive the statutory withdrawal for digital content that has already been delivered. CFG nevertheless honours the 14‑day refund under §1.1 as a goodwill measure.

4. Consumers vs Business Customers

The refund windows above apply automatically to purchases made by natural persons acting outside their trade or profession. Corporate / business entities do not have statutory withdrawal rights. CFG may, at its discretion, grant business refunds if the same timing and unused‑service conditions in §1 and §2 are met.

5. Effect of Refund – Licence Void

Once a refund is issued, the corresponding license key is deactivated. You must uninstall and delete all copies of the Product; continued use is prohibited. Licence voiding is common practice across digital software industries.

6. How to Request a Refund

  • Submit an email to support@usymphony.com with your order ID, purchase date, and (optionally) the reason.
  • Timing is based on when you submit your request, not when we process it.
  • Processing – Once eligibility is confirmed, CFG will refund to the original payment method within 14 days. You will receive confirmation when the transaction is complete and the license is void.

7. Celestial Fantasia Games Discretion & Anti‑Fraud

Refunds are granted at Celestial Fantasia Games LLC’s sole discretion on a case‑by‑case basis and may be denied in cases of suspected fraud, abuse, charge‑back threats, or other wrongful conduct. Nothing in this policy limits your mandatory consumer‑protection rights if the Product is defective or not as advertised.

Effective Date

This Refund Policy applies to purchases made on or after 12 May 2025 and may be updated from time to time in accordance with our Terms and Conditions. Please review the current version before making future purchases.