Refund Policy

Portals sells digital services, Coin packs, and digital content that may be delivered immediately. This policy explains when a cash refund, Coin refund, or digital-entitlement reversal may be available. It does not limit rights that cannot be limited under applicable law.

• Cancellation. You can cancel a paid subscription at any time from Account settings. Cancellation takes effect at the end of the current billing period unless applicable law requires otherwise.
• Partial periods. We generally do not refund the unused portion of a billing period after cancellation, subject to applicable law and the EU/EEA/UK rules below.
• Billing errors. We will investigate duplicate, unauthorized, or incorrectly priced subscription charges.

Buying a Coin pack is a payment to Portals for Coins credited to your Portals Account. A refund request may be available for an unauthorized, duplicate, incorrectly priced, undelivered, or legally refundable Coin-pack purchase.

If refunded Coins have already been spent, Portals may review and reverse the directly related Coin transactions or restrict the affected balance so the same value is not kept twice. We will not remove unrelated Account or game access merely because you ask Portals, your bank, or your card issuer to review a charge.

A purchase made with Coins is separate from the earlier purchase of a Coin pack. If Portals approves a refund for a registered game product, the initial launch supports a full reversal of the exact receipt: the Coin price returns to the buyer, the related Creator Coin credit is reversed, and the related permanent unlock or remaining consumable grant is revoked or reduced where possible.

Partial game-product refunds are not currently supported. If a consumable has already been used, Portals may still complete an approved financial reversal, record that the gameplay benefit could not be recovered, and review the affected Account for abuse.

We may approve a full-receipt reversal when:

• The purchase was accidental, unauthorized, or duplicated.
• The product was materially broken, unavailable, or did not match its approved description.
• A Portals error applied the wrong product, price, or quantity.
• The game or product was withdrawn before the promised grant was delivered.
• A refund is required by applicable law.

Digital Marketplace items are generally delivered immediately. We may issue a refund or reversal when an item is materially broken, corrupted, misdescribed, duplicated by platform error, removed for infringement, or refundable under applicable law.

A refund may revoke the related license or item and may be recovered from the Creator’s balance or future earnings as described in the Creator Agreement.

AI Lab credits and allowances are separate from Portals Coins. Consumed AI Lab credits are generally non-refundable. Unused credits may be refundable at our discretion or where required by applicable law.

Consumers in the EU, EEA, or UK may have a 14-day right to withdraw from certain purchases. The treatment depends on whether the purchase is a service, digital content, or virtual currency and whether it has been used. Buying Coins and later spending Coins are separate transactions.

• Portals does not treat unused Coins as digital content solely to remove a statutory withdrawal right.
• Where immediate delivery of digital content requires your express request and acknowledgement that a withdrawal right will be lost, Portals will request that separately from the purchase button and provide the required confirmation. If the required control is not available, that purchase will not be offered in the affected location.

To exercise a withdrawal right, email support@theportal.to from the email on your Account and identify the transaction. Applicable statutory timelines control the refund.

Report a charge or Coin purchase you did not authorize, a duplicate, an incorrect amount, or suspected Account takeover as soon as possible. We may secure the Account and affected balance while we investigate.

You may also exercise rights provided by your bank or card issuer. Asking for a refund or disputing a charge will not, by itself, cause Portals to block unrelated content or Account access. Fraudulent refund or dispute activity may lead to proportionate restrictions and review.

Email support@theportal.to from the email on your Account. Include the order or receipt ID, game and product when relevant, purchase date, amount, and reason for the request. Do not send card numbers or passwords.

We aim to acknowledge requests within three business days. We may ask for information reasonably needed to verify the Account and transaction. Statutory response and refund deadlines apply where they are shorter.