Our Support is not handling any Steam refunds.
For Steam refunds please refer to Steam Refunds or go directly to https://help.steampowered.com/
The terms of this Refund Policy govern the relationship between you (hereinafter “you” or “Customer”) and POSEIDON 133 PTE. LTD, a company incorporated under the laws of Singapore under registration number 201502546D, with a registered office at 39 Robinson Road #14-01 Robinson Point Singapore 068911, Singapore (“Company”, “we” or “us”) regarding your purchase.
These Refund rules set forth the terms and conditions, together with Terms of Use , Privacy Notice and any other documents they may incorporate by reference, that govern your access to and use of the Off The Grid website and its subdomains, the Game, any content, functionality, and services offered on or through Website and the Game through the use of paid products (collectively, the “Items”).
1. Our Items
1.1 In-game items. POSEIDON 133 PTE. LTD provides you with in-game items which are delivered to you via internet download only: a) subscription, d) in-game currency, e) in-game item, f) premium account (collectively the “Items”).
1.2 All types of purchases collectively will be titled “Items” or “Order”.
1.3 The In-Game Items and its descriptions and specifications are provided to the player directly via the game Off The Grid and are publicly available in the OTG Pro tab of the game in case of subscription.
2. Ordering
2.1 By placing an Order with POSEIDON 133 PTE. LTD, you acknowledge that your transaction will be processed through one of our third-party payment providers, either Xsolla or Stripe, depending on the payment method you select at checkout. Payment terms and processing times may vary between providers. You further acknowledge that upon successful verification by us of the authenticity and sufficiency of the information you provide, we will grant you the Items for the amounts presented and agreed-upon when you submitted your Order.
2.2 We will start processing your Order after your purchase has been approved. Orders are typically processed instantly but may take up to 2–5 days to complete depending on your chosen payment method.
2.3 Once your Order has been processed, we will send you a confirmation email (if possible) using the email address provided to us in your personal account or submitted to us by the payment provider.
2.4 This confirmation email will serve as your electronic purchase receipt and will contain information about your Order. In the case that your purchase is for a Product, you will receive a receipt first, and afterward we provide you with the Order confirmation email (see Section 4.1 below). The contract between you and POSEIDON 133 PTE. LTD will only be formed when you receive your Order confirmation email.
2.5 If it is unable to supply you with an Item (for example, because that Item is not in stock, or no longer available, or because of an error in the price), POSEIDON 133 PTE. LTD will inform you of this by email and we will not process your Order. If you have already paid for the Item, we will refund you the full amount charged as soon as possible and will incur no further liability to you.
3. Order Price
The price of your Order will be quoted including any applicable taxes at the time of purchase and based on the country data you provide.
4. Item/s Delivery
4.1 After the completion of a successful Order, the delivery process will be started. Orders are typically processed instantly but may take up to 2–5 days to complete depending on your chosen payment method.
Force Majeure
4.2 Occasionally, the delivery of the Order may be affected by a cause or event outside of our control, including but not limited to: strikes, lock-outs or other industrial action; civil commotion, riot, invasion, terrorist attack or threat of terrorist attack; war (whether declared or not) or threat or preparation for war; fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or act of God; limited access to railways, shipping, aircraft, motor transport or other means of public or private transport; limited access to public or private telecommunications networks; the acts, decrees, legislation, regulations or restrictions of any government. POSEIDON 133 PTE. LTD will not be responsible for any situations that affect delivery in the case that such situations are beyond POSEIDON 133 PTE. LTD’s control.
4.3 Delivery of the Order shall be completed when the Item/s will be delivered to the account you provide.
4.4 Occasionally, part of an Order may be delayed. In such cases we will clearly communicate any changes with the customers.
4.5 Items are delivered to you based on the information which you provide, and you are responsible for the accuracy of such information. If any regulations are breached (including but not limited to local laws and regulations regarding platform/game access or the use of NFTs) due to inaccurate information provided by you, then you are responsible for such a breach.
4.6 If you have any other questions about your Order, please contact us by submitting a request at https://support.gameoffthegrid.com/hc/en-us.
5. Fraud Prevention
We are attentive to any facts that indicate the presence of fraud. We reserve the right to deny access to our servers if we establish a fact pattern that indicates the illegal use of the Items, or any other action aimed at obtaining the Items which the user is not entitled to claim. Please note that Customers whose accounts are banned do not have the right to demand the return of purchased Items or any other refund.
6. Refund Request
6.1 We will offer refunds to all Customers, where the purchases meet our Refund Policy.
6.2 The cancellation period starts from the date you receive your Item. You have 14 days from receipt of your Item to inform us of your intention to return or exchange. For Products, you then have a further 14 days to return it to us. Returns outside this period may not be accepted.
6.3 To request a refund, you must contact the support system of the payment provider used for your transaction:
If the purchase was made via Xsolla, refund requests must be submitted through Xsolla’s support system in accordance with their refund policies https://xsolla.com/refund-policy/limited-policy .
If the purchase was made via Stripe, refund requests must be submitted through Off The Grid Customer Support at https://support.gameoffthegrid.com/hc/en-us
Refund eligibility and processing times may vary depending on the payment provider and the Before sending a refund request, please note that:
- There are some exceptions to the refund rules for the Items which are mentioned in the Refund conditions section below.
- You should take reasonable care of the Item/s prior to return. In particular, this means that you should not have used or traded the Item/s after purchase, in case of refund request.
IMPORTANT:
- In case of subscription (OTG Pro), use of any of the benefits listed on the Subscription Page (OTG Pro in-game tab) makes you ineligible for the refund.
7. Refund Conditions
Refunds are subject to the policies of the payment provider used for the purchase. Xsolla and Stripe handle refunds differently, and their policies apply in all cases. Below are the general refund conditions that apply across both providers, unless otherwise specified in their individual terms.
- Item is not received – refund is allowed.
- Duplicate purchase (a transaction which has been made within 5 minutes of the last transaction for the same item):
- Subscriptions – refund is allowed;
- In-game currency, In-game items, game keys – refund is allowed if the purchase has not been redeemed;
- Forgot to deactivate a subscription – refund is not allowed.
- Purchase of in-game currency by mistake – refund is allowed if the purchase has not been redeemed.
- Technical problems with the Game/Items –refund is not allowed (such issues must be reported directly to our Support).
- General statements (such as “not what I thought”, or “I can't use this”)
- Subscriptions, In-game items, Game Keys – refund is not allowed.
IMPORTANT:
The main thing you should know about your purchase is that by starting using any Item/s before the 14 days expiration from the purchase date you acknowledge that you will lose your right to change your mind and request a refund. For example, you have purchased the Subscription, paid for it and received the link for the downloading, or an email with the key for the access to a game, etc. If you claimed the subscription on your account or you have entered the key to receive the Items before the 14 days expiration from the purchase date that means that you waive your right to cancel the purchase.
7A. EU/UK RIGHT OF WITHDRAWAL
As a rule if you live in the UK, the European Economic Area, or European Union, you have the right to withdraw from the agreement (EULA) without giving any reason within 14 days from the day of conclusion of the agreement. The withdrawal period will expire after 14 days from the day of entering into the agreement.
Effects of withdrawal
If you withdraw from the agreement, we shall reimburse to you all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
To exercise the right of withdrawal, you must inform us at https://support.gameoffthegrid.com/hc/en-us of your decision to withdraw from the contract by an unequivocal statement (e.g., by submitting a request). You may use the model withdrawal form stated below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired to Gunzilla Games Support Team via https://support.gameoffthegrid.com/hc/en-us.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the agreement)
To: Gunzilla Games Support Team,
I/we* hereby give notice that I/we* withdraw from my/our* contract of sale in relation to the following purchase:
_____________________________________________
Ordered on*/received on*:
_____________________________________________
Name of consumer(s):
_____________________________________________
Address of consumer(s):
_____________________________________________
Signature of consumer(s) (only if this form is notified on paper):
_____________________________________________
Date:
_____________________________________________
*Delete as appropriate.
END OF THE MODEL WITHDRAWAL FORM
Early Expiration of the Right of Withdrawal
ITEMS (DIGITAL CONTENT)
For the supply of digital content which is not supplied on a tangible medium, your right of withdrawal shall expire when performance has begun, and, if the agreement places you under an obligation to pay, where (i) you gave your prior express consent to beginning the performance and (ii) you acknowledged that you would thereby lose your right of withdrawal, and (iii) we provided you with the confirmation of the agreement that was concluded, on a durable medium (e.g., e-mail), including a confirmation of your prior express consent and acknowledgment to beginning the performance.
PLEASE NOTE that when you purchase digital content which is not supplied on a tangible medium by making the purchase you give your prior express consent to beginning the performance and acknowledge that you would thereby lose your right of withdrawal when performance has begun.
YOUR OBLIGATIONS
In the event of withdrawal from the agreement You shall refrain from using the digital content or digital service and from making it available to third parties.
8. Effects of Cancellation
8.1 Refunds can only be issued to the original payment method used for a payment, and you will not incur any fees because of such reimbursement. It’s not possible to send a refund to a different account (e.g., another card or bank account) unless there is a special case (e.g., expired or canceled cards, a problem with the account). In the event that you are required to make a refund to a different destination (e.g. a non-refundable method was originally used), fees from this charge are not returned.
8.2 Refunds may take up to 10 working days to appear in your account, depending on the payment method to which it is being issued.
8.3 For cancellation reimbursements, we will make the reimbursement without undue delay, and not later than:
(i) Fourteen (14) days after we receive your cancelled and returned Item(s), or
(ii) Fourteen (14) days after the day you provide evidence that you have returned the purchased Product(s). In some cases, we may not require you to send the Product back to us, such as if we consider the damage to be too serious, in which case we will simply refund your purchase.
8.4 If you choose to cancel, you must clearly inform us of your decision during the cancellation period. To effectively cancel your order or part of your order, please reach the Support team at https://support.gameoffthegrid.com/hc/en-us and detail 1) the date that the Order has been paid, 2) that date that the Order has been received, 3) the Item(s) being cancelled, 4) the Order reference number, 5) your full name.
9. Limitation of Liability
9.1 POSEIDON 133 PTE. LTD does not exclude or limit in any way our liability to you where it would be unlawful to do so. To the extent permitted by the Applicable Law, you agree to defend, indemnify, and hold harmless us from and against all claims, damages, obligations, losses, liabilities, costs or debts, and expenses (including, but not limited to, attorney fees) arising from:
a) your use of the Products;
b) your violation of these Refund rules and the Applicable Law.
9.2 You agree not to use the Items for any commercial, business, or resale purposes, and POSEIDON 133 PTE. LTD has no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Furthermore, you agree to use the Items in accordance with our Terms of Use.
To the fullest extent permitted by law, in no event will the company be liable to you or any third party for any lost profit or any indirect, consequential, exemplary, incidental, special or punitive damages arising from these terms of use, the products or for any damages related to loss of use or loss of data, and whether caused by tort (including negligence), breach of contract, or otherwise, even if foreseeable and even if the company has been advised of the possibility of such damages. Access to, and use of, the products, any company’s content or third party websites are at your own discretion and risk, and you will be solely responsible for any damage to your computer system or mobile device or loss of data resulting therefrom.
In some jurisdictions, the exclusion or restriction of incidental or consequential losses is not allowed, so this limitation or exclusion may not be applicable to you.
10.Representations and Warranties
10.1 POSEIDON 133 PTE. LTD represents and warrants to you that we will take all action necessary to solve your issue in good faith. All refund disputes will be investigated, taking into account the legislation of your country.
The company’s products, including the website, the game, all server and network components, nfts are provided on an “as is” and “as available” basis without any warranties of any kind, to the fullest extent permitted by law and the company expressly disclaims any and all warranties, whether express or implied, including, but not limited to, the implied warranties of merchantability, title, fitness for a particular purpose, and non-infringement. You acknowledge that the company does not warrant that the services or the company’s products will be uninterrupted, timely, secure, error-free or virus-free and no information or advice obtained by you from the company or through the website or the company’s products shall create any warranty not expressly stated in these terms of use. Without limitation to the foregoing, the company provides no warranty or undertaking, and makes no representation of any kind that any company products will meet your requirements, achieve any intended results, be compatible or work with any other software, applications, systems or services, operate without interruption, meet any performance or reliability standards or be error free or that any errors or defects can or will be corrected.
We do not endorse or warrant the existence, conduct, performance, safety, quality, legality or suitability of any products or services. We are not responsible for outages or disruptions of the internet and telecommunications infrastructure which are beyond our control and can lead to interruptions in the availability of the products, the company’s content or services. We may, temporarily and under consideration of our or our partners’ legitimate interests (e.g., by providing prior notice), restrict the availability of the products, company’s content or services or certain features thereof, if this is necessary in view of capacity limits, the security or integrity of our servers, or to carry out maintenance measures that ensure the proper or improved functioning of the products, company’s content or services. Without limitation to the foregoing, the company provides no warranty or undertaking, and makes no representation of any kind that the products or services, including the use, validity, quality, suitability, fitness of the products, the company’s content, will meet your requirements, achieve any intended results, be compatible or work with any other appliances, meet any performance or reliability standards or be defects free or that any defects can or will be corrected.
Please note that all gun tokens (in-game currency) are currently in a testing environment and will expire in the future. We will notify all players in advance before expiring or resetting gun balances. Make sure to use your gun tokens before they expire to avoid losing them. The administration and management of the game will remain unchanged.
11.Disputes
11.1. These Terms of Use, your access and use of the Products, your rights and obligations, and all actions contemplated by, arising out of or related to these Terms of Use shall be governed by the laws of Singapore ("Applicable Law”).
11.2. You and the Company shall endeavor to resolve through negotiations all disagreements that may arise between you and the Company during the validity term hereof.
11.3. If you and the Company fail to reach an agreement within 30 (thirty) calendar days from the start of negotiations, the dispute shall be submitted to the competent court of Singapore under the Applicable Law.
12.Privacy Statement
We are committed to protecting the privacy of our Customers. For information on how information is collected, used, or disclosed by us in connection with your purchase, please consult our Privacy Notice.
13.Contact Details
If you have any further questions or concerns related to our Refund Policy, please feel free to contact our Customer Support at https://support.gameoffthegrid.com/hc/en-us for more information.