Refund Policy

1. Scope

This Refund Policy applies to purchases made directly through MeltingLabs, including Rust plugins, FiveM scripts, source code, configuration packages, digital assets, memberships, subscriptions, and other digitally delivered services.

Purchases completed through an independent marketplace or payment platform may also be subject to that platform’s refund rules and dispute procedures.

2. Digital Products

Our products are digital and may be delivered immediately through account access, a download link, a license key, a repository, an email, or another electronic method.

Because digital products cannot be physically returned and may be copied after access, purchases are generally final once the product has been downloaded, accessed, activated, delivered, or otherwise made available.

Nothing in this Policy removes refund, repair, replacement, cancellation, or withdrawal rights that cannot legally be excluded.

3. Refunds We May Approve

Subject to verification and applicable law, we may approve a full or partial refund in circumstances such as:

• Duplicate transaction: you accidentally purchased the same product more than once and did not use or transfer the duplicate license.
• Incorrect charge: the amount charged differs from the amount displayed and accepted during checkout.
• Failure of delivery: we are unable to provide access to the purchased product within a reasonable period.
• Confirmed major defect: the product has a reproducible material defect that prevents its primary advertised function and we cannot provide a reasonable fix, replacement, or workaround.
• Incorrect product delivered: you received a different product from the one shown on your completed order.
• Unauthorized transaction: a payment was genuinely unauthorized, subject to appropriate verification and investigation.
• Legal requirement: applicable consumer law requires a refund or another remedy.

We may first offer technical assistance, a repaired version, replacement, account credit, or another reasonable remedy before issuing a refund, where permitted by law.

4. Situations That Are Normally Not Refundable

Unless required by applicable law, a refund will normally not be approved because:

• You changed your mind after purchase.
• You no longer operate or own the server for which the product was purchased.
• You expected a feature that was not included in the product description.
• You did not read the description, documentation, requirements, or license terms.
• You lack the technical knowledge required to install, configure, or customize the product.
• Your hosting environment does not meet the stated requirements.
• You use an unsupported game build, framework, dependency, operating system, or database.
• The product conflicts with an unrelated third-party plugin, script, resource, or custom modification.
• You modified the product and the modification caused the issue.
• You refuse to provide reasonable logs, error messages, reproduction steps, or configuration information.
• A future game or third-party platform update temporarily affects compatibility.
• Your game server was banned, suspended, attacked, wiped, or closed for reasons unrelated to a defect in our product.
• You purchased the product from an unauthorized reseller or another user.
• Your account or license was suspended for leaking, sharing, fraud, abuse, or another violation of our Terms of Service.

5. Compatibility Claims

A compatibility-based refund request must show that your environment satisfies the product requirements listed at the time of purchase. We may request your framework version, game-server build, dependency versions, configuration, relevant logs, and a list of other installed products.

A conflict caused exclusively by an unsupported third-party product does not normally make the MeltingLabs product defective.

6. Bug Reports and Troubleshooting

Before a defect-based refund is reviewed, you may be required to:

1. Install the latest supported product version.
2. Follow the official installation and configuration instructions.
3. Confirm that required dependencies are installed and updated.
4. Provide the full relevant error message and server logs.
5. Provide reasonable steps that allow us to reproduce the issue.
6. Temporarily test without conflicting third-party products when reasonably requested.
7. Allow a reasonable period for investigation and correction.

7. Refund Request Period

Refund requests should normally be submitted within 7 calendar days after the purchase date or discovery of the relevant problem. Requests submitted later may be refused unless applicable law requires otherwise.

Duplicate or incorrect-charge requests should be submitted as soon as reasonably possible.

8. How to Request a Refund

Send your request through our support portal or email support@meltinglabs.com and include:

• Your account email address or username.
• Order or transaction number.
• Name of the product.
• Date of purchase.
• A clear explanation of the request.
• Relevant screenshots, logs, or error messages.
• Troubleshooting steps already attempted.

9. Review and Decision

We review requests individually based on the product description, technical evidence, delivery records, license activity, account history, troubleshooting cooperation, payment information, and applicable law.

Submitting a request does not guarantee approval. We may ask for additional information before making a decision.

10. Approved Refunds

Approved refunds are normally returned to the original payment method. Processing times depend on the payment provider, banking network, currency, and country.

Payment-processing fees, blockchain network fees, currency-conversion differences, or third-party charges may be non-refundable when they were not retained by MeltingLabs and applicable law permits their exclusion.

When a full refund is issued, the related license, download access, membership benefit, and right to use the product may be revoked. You must delete retained copies and stop using the refunded product.

11. Subscriptions

Cancelling a subscription stops future renewals but does not normally refund a billing period that has already started. You may retain access until the end of the paid period unless your account is terminated for a serious violation.

A renewal refund may be considered when a duplicate or technical billing error occurred, when cancellation was correctly completed before renewal but the charge was processed in error, or when required by applicable law.

12. Custom Development and Services

Deposits, milestone payments, custom scripts, custom modifications, installation services, consulting, and other commissioned work may have separate refund and cancellation terms stated in the applicable quote, invoice, or agreement.

Completed work and time already spent are normally non-refundable. When a custom project is cancelled, any refund will depend on work completed, reserved time, delivered materials, third-party expenses, and the applicable project agreement.

13. Chargebacks and Payment Disputes

Contact MeltingLabs before opening a payment dispute so we have an opportunity to investigate and resolve the problem.

Knowingly filing a false, misleading, or abusive chargeback may result in suspension of the related account, downloads, licenses, and services. We may provide the payment provider with relevant transaction, delivery, login, download, license, support, and acceptance records when responding to a dispute.

This clause does not prevent you from using legitimate rights available through your bank, payment provider, or applicable law.

14. Fraud and Abuse

Refunds may be refused when a request is associated with product leaking, account sharing, license bypassing, fraudulent payment, impersonation, abusive conduct, repeated refund abuse, or another violation of our Terms of Service, except where a refund is legally required.

15. Policy Changes

We may update this Refund Policy to reflect changes in our products, payment methods, business practices, or legal obligations. The updated date will appear at the top of this page.

The version in effect at the time of purchase will generally apply to that transaction, except when a later change is required by law or provides more favorable rights.