REVISED October 11, 2012
Our refund policy is for all Artix Entertainment LLC games and for BattleOn EpicDuel LLC game: AdventureQuest, DragonFable, MechQuest, AdventureQuest Worlds, EpicDuel, HeroSmash, OverSoul and our mini-games BladeHaven and PonyVsPony. Puchases of character upgrades and in-game currency (Z-Tokens / AdventureCoins / DragonCoins / NovaGems / SmashCoins / SparkleGems / Varium / SoulGems etc) and Artix Points are very valuable to the character getting the benefit of these purchases. Players can also purchase and redeem Artix Points for any upgrade or in-game currency in any of our games.
We do refund duplicate payments that were made by mistake and unauthorized/fraudulent payments if we are notified within 60 days of when the payments were made. We do not refund for game technical issues, account issues, (such as hacking/sharing/trading/gifting/selling which is not allowed) or if an account is banned/muted/disabled for any reason such as a violation of our Rules. If a character upgrade or membership has been played or in-game currency/Artix Points have been spent, refunding becomes difficult as our paid services have been used and we cannot issue partial refunds, especially for memberships that expire. However, we are happy to work with our customers who contact us to try and resolve any payment issues they may have.
Any refunds issued are at the sole discretion of Artix Customer Support (the Artix HelpTeam) and they are willing to make exceptions, if appropriate. We do encourage those who have a payment issue to contact us via phone at (813) 774-8493 or email us via our Help Pages at the bottom of this page before initiating any disputes or chargebacks as we will be able to assist and refund you much faster than your financial institution. Disputes/Chargebacks can take weeks to 6-8 weeks to investigate and refund, normal refunds usually take 3-10 business days. We cannot refund certain payment methods, including SMS phone payments and Amazon payments, so please visit our SMS Help Page or contact Amazon directly for more information.
If there are any refunds, disputes or chargebacks made on behalf of a player's account, that account - and any associated accounts - are temporarily or permanently disabled depending on the situation. This includes any associated accounts that received upgrades or in-game currency when Artix Points were redeemed.
The true cardholder is fully held responsible for all purchases made on their credit/debit card or PayPal account from any minors. Thus, if your child makes a purchase using your credit/debit card, PayPal account, or any other payment method without your permission, you are still responsible for that purchase. We do empathize with parents whose children have used a family member's or friend's credit/debit card or PayPal account for one of our games without the explicit permission of that person. However, our policy is that after 60 days, no refunds can be issued and if our services are rendered, refunding becomes difficult but we are always happy to work with parents if they have a payment issue involving their children. For more information concerning children's use of credit cards please visit our FTC page.
If you need a payment refunded or feel an exception should be made for you regarding a payment issue, please email via our webforms:
For AdventureQuest, please email us here.
For DragonFable, please email us here.
For MechQuest, please email us here.
For AdventureQuest Worlds, please email us here.
For EpicDuel, HeroSmash, OverSoul, Artix Points, or if you have payments in multiple Artix Games, please email us here.
We respond to all email and phone inquiries the same day they are received or the next business day. Email is the fastest way to get your issue resolved. To help us locate your payments, please make sure to provide us with the buyer name, buyer email, contact phone number, email address, and payment information such as dates, amounts and any transaction ID numbers.