Refund Policy

This Refund Policy describes when and how you can request a refund for your Foundry Online subscription. It is part of our Terms of Service and should be read alongside it.

1. Money-Back Guarantee (New Customers)

New customers may request a full refund within 7 days of their first subscription charge if they are unsatisfied with the Service for any reason. This guarantee:

• Applies only to your first billing cycle as a new customer
• Is available once per user (you cannot get a second money-back guarantee on a second account or a re-subscription)
• Must be requested before the 7-day window closes

2. EU and UK Statutory Withdrawal Right (14 days)

If you are a consumer located in the European Economic Area, the United Kingdom, or another jurisdiction that provides a statutory cooling-off period for digital services, you have the right to withdraw from your subscription within 14 days of signup without giving any reason and receive a full refund.

Important: By creating your server and beginning to use the Service (uploading worlds, starting your container, configuring Foundry, etc.), you may be deemed to have consented to the immediate provision of the digital service and acknowledged that you lose the right of withdrawalonce performance has begun. This is permitted under EU Directive 2011/83/EU Article 16(m).

If you have not yet started using the Service (no server created or all servers still in their initial unset state), the 14-day withdrawal right applies in full. If you have begun using the Service, the 7-day money-back guarantee in §1 still applies as a goodwill alternative.

3. Conditions for a Refund

To be eligible for a refund under §1 above, you must:

• Request the refund within 7 days of your first charge
• Not have previously received a refund from us
• Not have been terminated for violation of our Terms of Service (refunds are not issued for cause-based terminations)

We will ask for a brief reason for the refund request — this is optional but helps us improve. Refunds are processed back to the original payment method (Stripe or PayPal) and typically appear within 5–10 business days.

4. Note on the 7-Day Failed-Payment Grace Period

Our Terms of Service §5.4 describes a separate 7-day failed-payment grace period: if your scheduled payment is declined, your server keeps running for 7 days while you update your payment method, before the subscription is cancelled.

This is not a refund window. The 7-day grace period in §5.4 of the Terms is about giving you time to fix a billing issue without losing service. The 7-day money-back guarantee in §1 of this policy is about new customers being unsatisfied. These two windows are unrelated and do not interact.

5. What is NOT Refundable

The following are not eligible for refunds:

• Subscriptions past the 7-day window in §1 (or 14-day window in §2 where applicable)
• Renewal charges after the first billing cycle
• Charges on accounts terminated for violation of our Terms of Service
• Services already substantially used (e.g., extensive storage usage, large worlds uploaded, active gameplay sessions)
• Foundry VTT licenses purchased separately from Foundry Gaming, LLC — those are between you and them

6. Cancellation vs Refund

Cancelling your subscription is different from requesting a refund. When you cancel from your account settings, your subscription ends at the end of the current billing period and you will not be charged again. You can continue to use the Service until that period ends and your data is preserved for 30 days afterward. Cancellation does not automatically issue a refund for the current period — if you also want a refund, you must request it separately under §1, and only if you're inside the eligibility window.

7. Plan Changes and Proration

For Stripe subscriptions, mid-cycle plan changes are automatically prorated by Stripe:

• Upgrading — you will see a prorated charge on your next invoice for the remainder of the current period at the higher price
• Downgrading — Stripe will apply a credit to your next invoice for the unused portion of the current period at the higher price

The credit is applied automatically to subsequent invoices; we do not issue cash refunds for plan downgrades.

For PayPal subscriptions, mid-cycle plan changes are not supported by PayPal's API. You will need to cancel your current subscription and create a new one with the desired plan; the unused portion of the cancelled subscription is not refunded.

8. Referral Commission Refunds

If you receive a refund and you used a referral code at signup, the corresponding commission earned by your referrer is automatically clawed back from their pending balance (or, if already paid out, from their next period). Pro-rata clawback applies to partial refunds. This is separate from your refund and does not affect the amount you receive.

9. Chargebacks

We ask that you contact us before initiating a chargeback with your bank or card issuer. Chargebacks bypass our normal refund process, generate fees on our end, and result in immediate account termination. If you believe you were charged in error, contact us through the Contact Support formand we will resolve the issue quickly.

10. How to Request a Refund

To request a refund, submit a ticket through the Contact Support form selecting "Billing" as the category. From the email address associated with your account, please include:

• Your account email
• Approximate date of the charge
• Brief reason for the request (optional but appreciated)

We aim to respond to refund requests within 2 business days.

11. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be notified to active subscribers by email at least 30 days in advance. The policy in effect at the time of your subscription applies to that subscription period; the new policy applies to subsequent renewals.

12. Contact

Questions about refunds? Submit a ticket through the Contact Support form and select "Billing" as the category.