Refund Policy
Contents
1. How to Ask
1.1Ask in Live Chat on our site, in a Discord ticket or at support@atw.gg. Give your order ID and tell us what went wrong.
1.2We reply within 48 hours. The owner approves every refund.
2. Gold and Items
2.1Before we deliver, you may cancel and take the full amount as store credit (clause 6.1), or a full refund.
2.2If we cannot deliver, we tell you within 24 hours of your payment and give you the full amount as store credit (clause 6.1), or a full refund.
2.3Once we complete the trade, the order is final.
2.4When you sell us gold or items, the sale is final once we pay you. A swap is final once both trades are done.
3. Services
3.1Before a worker starts, you may cancel and take the full amount as store credit (clause 6.1), or a refund of 80% of what you paid.
3.2After a worker starts, the order is not refundable. If a problem we caused stops the service, tell us in your ticket within 7 days. We then give you the full value of the part not yet done as store credit (clause 6.1), or refund 80% of it.
3.3We do not refund:
3.3.1a service on an account that is banned, muted or locked during or after it;
3.3.2custom account builds and MegaScale jobs, apart from clause 7.10 of our Terms of Service;
3.3.3a Hardcore Ironman death.
4. Accounts
4.1Once the login details are on your order page or in your ticket, the sale is final, except under clause 4.2.
4.2If the account does not match its listing, tell us within 24 hours of delivery and before you change anything. Send a screenshot that shows the difference.
4.3In that case only, we take the account back and give you the full amount, as store credit (clause 6.1) or a refund within 7 days. It must come back as we delivered it: not played, its bank not spent and its build not changed.
5. Rewards
5.1Points, spins and rewards are not refundable.
6. How We Pay Refunds
6.1You can take any approved refund as store credit. We add it to your ATW.GG balance at once, with no network fee, and it shows as Current Balance under Wallet in My Account. You can spend it on any order. Store credit is not paid out as money.
6.2Or we send the refund within 7 days, the way you paid: crypto in the same coin, and OSRS gold in gold.
6.3A crypto refund is the dollar value you paid, or the share of it this policy gives. We convert it at the coin’s rate on the day we send it.
6.4If the refund is because of our mistake, we pay the network fee. Otherwise the fee comes off the refund.
6.5We send crypto to the address you give us in your chat or ticket. Check it, because coins sent to a wrong address cannot be recovered.
6.6For Cash App, Venmo, Zelle, Chime, Apple Pay, Wise, Revolut, Interac, bank transfer or card payments, we arrange the refund in your ticket. It can take longer.
7. Your Rights by Law
7.1Nothing in this policy removes a right the law of your country gives you.
7.2If you live in the UK or the EU, you can usually cancel a purchase within 14 days. When you press an order button on our site, you ask us to deliver right away and accept that this right ends once we deliver.