Last updated: 20 October 2026. These policies apply to Mayan Play and its original browser game, Aetherbound: Gatekeeper. Your mandatory consumer rights remain unaffected.
Virtual goods and your rights
Game entitlements cannot be physically returned. We assess requests according to the reported problem, payment and delivery records, and applicable law. Your mandatory consumer rights are not excluded.
When to request help
Contact us within 14 days where possible for non-delivery, an entitlement that does not work as described, a material mismatch or duplicate charges. This does not shorten a longer statutory right. An undelivered or unused purchase may be considered for a change-of-mind refund; activated or used digital items are generally not refundable for change of mind unless required by law.
How to apply
Open Request support, choose Refund request, and enter your order number and billing email. Describe the issue. A request creates a support ticket; it does not automatically approve a refund or change an order. We aim to reply within two business days, explaining any investigation.
Remedies
Where appropriate, we may restore the entitlement, correct a defect, provide a replacement or issue a partial or full refund. Do not send account passwords or full card information. We do not rely on a generic terms checkbox as a blanket waiver of statutory digital-content rights.
What happens to game items
A full refund revokes the associated game entitlements. A fully refunded line removes that item unless another paid order still grants it. A partial price adjustment that leaves the item paid does not itself revoke the item. If refunded equipment was saved, the next inventory refresh or new run falls back to free equipment. A current solo run may finish with its starting snapshot.
Refund timing
Approved real-payment refunds are normally initiated to the original payment method within five business days after approval. Banks or providers may take a further 5–10 business days to post funds. Payments are not currently accepted. Historical local test orders and their refunds do not involve real funds.
Company: MAYAN TRADING LIMITED（瑪岩貿易有限公司）
Email: mayantrade@outlook.com
Address: UNIN C(S01),1/F HONG KONG IN BUILDING, 444-452 DES VOEUXRD WEST, SHEK TONG TSUI HONG KONG