Ashes of Creation refunds go through Intrepid Games' support system, not through your payment processor
Ashes of Creation is a crowdfunded MMORPG still in development. If you backed the game through their official store or Kickstarter and want your money back, you need to contact Intrepid Games directly—not your credit card company or PayPal. The company handles refund requests on a case-by-case basis, and the outcome depends on when you purchased, what tier you bought, and how long ago the purchase was made.
Refunds are not automatic. You must submit a request through their support system and wait for a response. The timeline varies, but most decisions come within two to four weeks. Some purchases may not be refundable at all, depending on Intrepid's current refund policy and how far the project has progressed.
Key Takeaways
- Contact Intrepid Games support directly through their official website—do not dispute the charge with your bank or payment processor first, as this can complicate the refund process.
- Refund may be able to access depends on your purchase date, the tier you bought, and whether the game has entered certain development phases; earlier purchases may have different terms than recent ones.
- You will need your account information, order number, and the email address associated with your purchase when you submit your request.
- Refunds typically take two to four weeks to process after approval, though some requests may be denied based on Intrepid's refund policy at the time of your purchase.
Where to submit your refund request
Go to the official Ashes of Creation website and locate their support or contact page. Look for a link labeled "Support," "Help," or "Contact Us"—this usually appears at the bottom of the homepage or in a menu. You may also find a support ticket system or help desk portal where you can create an account and submit a new ticket.
When you open a ticket, select a category related to refunds, purchases, or account issues. Write a clear message stating that you want to request a refund, include your order number, and explain your reason. Attach any relevant documentation, such as a screenshot of your order confirmation or receipt. Submit the ticket and note the ticket number Intrepid Games provides—you will need it to track your request.
Information you need before you contact support
Gather these details before submitting your request. You will need your account email address, your account username, the order number from your purchase confirmation, the date you made the purchase, and the amount you paid. If you have a receipt or order confirmation email, keep it handy to reference or attach.
If you purchased through Kickstarter rather than the official store, note that in your request. Kickstarter purchases may follow different refund rules because Kickstarter itself handles the transaction, though Intrepid Games still manages the refund decision. Having all this information ready speeds up the process and reduces back-and-forth with support.
What affects whether your refund will be approved
Intrepid Games' refund policy has changed over time as the project has developed. Purchases made during early crowdfunding phases may have had different refund terms than purchases made after the game entered alpha testing or later stages. The company's current policy may restrict refunds for certain tiers or purchases made after a specific date.
The amount of time since your purchase also matters. Refunds requested shortly after purchase are more likely to be approved than requests made months or years later. If you purchased a cosmetic or exclusive item that has already been delivered or used in-game, that may also affect approval. Intrepid Games will review your specific situation and inform you of their decision in their response.
How long refunds take after approval
Once Intrepid Games approves your refund, the money does not appear instantly. If you paid by credit card, the refund typically posts to your card within five to ten business days, depending on your bank. If you used PayPal or another payment processor, the timeline may be slightly different—PayPal refunds usually show within three to five business days, but your bank may take additional time to display the credit.
During this waiting period, check your bank or payment processor account regularly. If the refund does not appear within two weeks of approval, contact your bank to confirm they received it. Sometimes refunds are processed but delayed by your financial institution. Keep your approval email from Intrepid Games as proof in case you need to follow up with your bank.
Do not dispute the charge with your bank first
If you contact your bank or credit card company to dispute the charge before requesting a refund from Intrepid Games, you may complicate the process. A chargeback or dispute claim can trigger a conflict between your bank and Intrepid Games, and the company may refuse to process your refund request while the dispute is active.
Always request the refund directly from Intrepid Games first. If they deny your request and you believe the denial is unfair, then you can contact your bank about a dispute. This order protects you and makes it more likely you will receive your money back.
What to do if your refund request is denied
If Intrepid Games denies your refund request, their response should explain why. Common reasons include: the purchase was made too long ago, the tier or item is non-refundable under current policy, or the game has reached a stage where refunds are no longer offered for that purchase type. Read the denial carefully to understand the specific reason.
If you disagree with the denial, you can reply to the support ticket and ask for clarification or escalation to a manager. Be respectful and provide any additional context that might change their decision. If the company stands by the denial after that, your remaining option is to contact your bank or payment processor about a dispute, though success is not may provide if Intrepid Games can show that the purchase was completed as intended.
Frequently Asked Questions
Can I get a refund if I already received access to the game?
Possibly, but it depends on Intrepid Games' current policy and how long you have had access. Early access purchases may have different refund terms than founder packs or cosmetic purchases. Contact support with your specific situation—they will tell you whether a refund is possible given what you have already received.
What if I paid through a third-party seller or reseller?
If you bought your Ashes of Creation package from a reseller rather than directly from Intrepid Games or Kickstarter, contact the reseller first, not Intrepid Games. The reseller is responsible for refunds on their sales. Intrepid Games will likely direct you back to the reseller if you contact them about a third-party purchase.
How do I know if my refund was actually processed?
Check your bank account or payment processor account for the credit. Search your email for a confirmation message from Intrepid Games or your bank stating the refund was sent. If you see the approval email from Intrepid but no credit after two weeks, contact your bank to confirm they received the refund on their end.
Can I get a refund for a cosmetic item I already used in-game?
Refunds for used or consumed items are typically denied, but policies vary. Submit your request and explain your situation—Intrepid Games will decide based on what the item was and when you purchased it. Do not expect approval if the item has been fully used or traded away.
What if I cannot find my order number?
Check your email for an order confirmation from Intrepid Games or Kickstarter. Search your email inbox for "Ashes of Creation" or "order confirmation." If you still cannot find it, provide your account email and purchase date in your support request—Intrepid Games can look up your order on their end using that information.