{"title":"Refund Policy","content":"# Refund Policy\n\n**Last Updated: September 28, 2026**\n\n> **Refunds are paid to your BurnSky account balance.** Approved refunds are credited to the account registered with your order email. You can spend the balance on any product right away; it cannot be withdrawn. See Section 5.\n\nAt BurnSky, customer satisfaction is important to us. This Refund Policy outlines the terms and conditions under which refunds may be granted for our digital products and services.\n\nPlease read this policy carefully before making a purchase.\n\n---\n\n## 1. Digital Product Nature\n\nAll BurnSky products are **digital goods** delivered electronically. Due to the nature of digital products, refund eligibility is limited once the product has been accessed or activated. We encourage you to review product descriptions, system requirements, and compatibility information before purchasing.\n\n---\n\n## 2. Refund Eligibility\n\n### 2.1 ✅ Eligible for a Refund\n\nYou may be eligible for a full refund if:\n\n- **Pre-Activation:** You have not yet activated or used the License key\n- **Delivery Failure:** Payment was processed but you did not receive product access within **24 hours**\n- **Duplicate Purchase:** You accidentally purchased the same product twice (verified through our order records)\n- **Technical Failure:** The product fails to launch or function on a system that meets the stated requirements, reported within **48 hours** of purchase, and our support team is unable to resolve the issue\n- **Significant Misrepresentation:** The product materially differs from its advertised description\n\n### 2.2 ❌ Not Eligible for a Refund\n\nRefunds will **not** be granted for:\n\n- Products that have been successfully activated and used\n- Issues caused by user error, misconfiguration, or failure to follow setup instructions\n- Account actions, bans, or suspensions imposed by third-party game publishers\n- Change of mind after the product has been demonstrated to work\n- Requests made more than **7 days** after the original purchase date\n- Purchases made using promotional codes or special discounts (unless legally required)\n- Service interruptions due to scheduled maintenance or force majeure events\n- Failure to meet published system requirements\n\n---\n\n## 3. FPGA Firmware Products\n\n### 3.1 Nature of FPGA Firmware\n\nFPGA firmware products are **specialized digital goods** that are flashed directly onto hardware devices. Once firmware has been successfully written (flashed) to an FPGA board, the transaction is considered fully delivered and consumed.\n\n### 3.2 ❌ FPGA Firmware — No Refund Conditions\n\nRefunds will **not** be granted for FPGA firmware products under the following circumstances:\n\n- **Post-Flash Hardware Issues:** If the firmware has been successfully flashed to the FPGA board but the board subsequently fails to function due to hardware defects, compatibility issues, or board-level problems, this is considered a **hardware issue** and is not covered by BurnSky's refund policy\n- **Board Incompatibility:** If the user's FPGA board does not meet the published specifications or is an unsupported revision/variant\n- **User-Caused Damage:** If the board is damaged due to improper flashing procedures, power interruptions during flashing, incorrect voltage settings, or other user actions\n- **Third-Party Hardware Defects:** BurnSky is not responsible for defects in third-party FPGA boards, development kits, or related hardware components\n\n### 3.3 ✅ FPGA Firmware — Refund May Apply\n\nRefunds for FPGA firmware may be considered only if:\n\n- The firmware file was not delivered or is corrupted and cannot be re-downloaded\n- The firmware is proven to be fundamentally incompatible with the specific board model listed as supported\n- A critical defect in the firmware itself (not the hardware) is confirmed by our technical team\n\n> **⚠️ Important:** By purchasing FPGA firmware, you acknowledge that hardware compatibility and board functionality are your responsibility. Please verify your board model, revision, and specifications against our compatibility list before purchase.\n\n---\n\n## 4. Refund Request Process\n\n### Step 1: Contact Support\n\nOpen a request through any of these channels:\n- **Discord:** https://discord.gg/FGVvazpAgg (open a ticket)\n- **Telegram:** https://t.me/BurnSkyNet\n- **Email:** support@burnsky.net\n- **Contact page:** https://burnsky.net/contact\n\n### Step 2: Provide Required Information\n\nInclude the following in your request:\n- Order number (shown under **My purchases** in your account)\n- The email address of your BurnSky account\n- Detailed reason for the refund request\n- Screenshots or logs demonstrating the issue (if applicable)\n\n### Step 3: Review Period\n\n- All refund requests are reviewed on a **case-by-case basis**\n- Standard review period: **1–3 business days**\n- Complex cases may require up to **5 business days**\n- You will receive an email with the decision\n\n### Step 4: Refund Processing\n\nApproved refunds are credited to your **BurnSky account balance** (see Section 5). You will receive an email confirming the amount and your new balance, and the refund appears under **Balance** in your account.\n\n---\n\n## 5. How Refunds Are Paid: Account Balance\n\nAll approved refunds, full or partial, are credited to the account balance of the BurnSky account registered with the order email address. Refunds are not sent back on-chain: cryptocurrency transfers carry network fees and cannot be reversed if an address is wrong, while a balance refund arrives instantly and in full.\n\n- **Account required:** If you checked out before registering, create an account with the same email address first. Your past orders appear in it automatically.\n- **Currency:** Balance is held in **USD**. A refund never exceeds the USD amount of the original order.\n- **Using your balance:** Choose **Pay with balance** at checkout. If your balance covers the full price, the order is completed and delivered immediately.\n- **Store credit only:** Balance is not cash or electronic money. It cannot be withdrawn, exchanged for cryptocurrency or transferred to another account, and it does not earn interest.\n- **No expiry:** Balance does not expire while your account is active.\n- **Forfeiture:** Remaining balance is forfeited if you delete your account, or if your account is terminated for fraud, refund abuse or a breach of our Terms of Service.\n- **Exceptions:** Where the law of your jurisdiction requires a refund to the original payment method, or in other exceptional cases at our discretion, we may instead refund in USDT to a wallet address you provide. Network fees may be deducted from such refunds.\n\n---\n\n## 6. Partial Refunds\n\nIn certain circumstances, we may offer a **partial refund** rather than a full refund, for example:\n\n- A time-limited key could not be used for part of its period for a reason covered by this policy (pro-rated by unused days)\n- Only part of a bundled purchase is eligible for a refund\n- A goodwill credit is appropriate based on the circumstances\n\nPartial refunds are also credited to your account balance. An order may be refunded in more than one step, up to the amount paid.\n\n---\n\n## 7. Disputes & Refund Abuse\n\n> **⚠️ Important:** Please contact our support team before disputing a payment with any third party.\n\n- Opening a dispute without first attempting to resolve the issue through our support channels may result in **immediate account termination** and a **permanent ban** from future purchases.\n- Keys from refunded orders may be revoked or disabled. Continuing to use a key after its order was refunded is a breach of our Terms of Service.\n- We keep detailed order and license records and act on fraudulent claims and refund abuse, including forfeiture of any remaining balance.\n\n---\n\n## 8. Time-Limited License Keys\n\n- Day, week and month keys are **one-time purchases** for a fixed period. They do not renew automatically, so there is nothing to cancel.\n- For keys activated through our software, the period starts the first time the key is used, not at the moment of purchase.\n- Unused time is not refundable, except in the cases described in Sections 2, 6 and 9.\n\n---\n\n## 9. Exceptions & Special Circumstances\n\nBurnSky reserves the right to make exceptions to this policy on a case-by-case basis. Exceptional circumstances may include:\n\n- Extended service outages beyond scheduled maintenance\n- Critical product defects affecting a significant number of users\n- Regulatory or legal requirements in your jurisdiction\n\n---\n\n## 10. Policy Changes\n\nWe may update this Refund Policy from time to time. Changes will be posted on this page with an updated \"Last Updated\" date. The policy in effect at the time of your purchase applies to that transaction.\n\n---\n\n## 11. Contact Information\n\nFor refund inquiries or assistance:\n\n- **Discord:** https://discord.gg/FGVvazpAgg\n- **Telegram:** https://t.me/BurnSkyNet\n- **Email:** support@burnsky.net\n- **Contact page:** https://burnsky.net/contact\n- **Response Time:** Within 24 hours (business days)\n\n---\n\n*We value your business and aim to resolve all concerns fairly and promptly. Thank you for choosing BurnSky.*","lastUpdated":"2026-09-28","lang":"en"}