How credits arrive
- Once Tebex confirms your payment, the credits are added to your account by themselves. It usually takes a few seconds, a few minutes at most; your payment’s page updates by itself when it is done.
- If the payment is waiting for your bank or payment method to approve it, the credits arrive once it does.
- If 30 minutes after paying your credits still haven’t arrived, open a Discord support ticket with your payment number or write to contact@heliosmine.net.
How items are delivered
- An item you buy with credits is delivered in the game: within a few seconds if the player is online, otherwise when they join and type their password.
- Every item comes into your inventory and needs a free slot; while the inventory is full it waits, the game lets you know, and it arrives once there is room.
- Helios VIP and unlimited flight come as a coupon; their time starts when the coupon is used.
Withdrawal and refunds
- Credit packages are sold to you by Tebex, so withdrawal and refund requests are handled under Tebex’s checkout terms. Credits are digital content added to your account at once; when you agree at checkout to have them added at once, your right of withdrawal ends. The mandatory rights your own country’s consumer law gives you are not affected.
- If something goes wrong (the wrong package, paying twice, credits that never arrived), write to us first: we fix it or start the refund through Tebex.
- When a payment is refunded, its credits are taken off your account. If they were already spent, your balance goes below zero and your next top-ups make up for it.
Items bought with credits
- A delivered item is not taken back or turned back into credits.
- If an item could not be delivered because of a problem on our side, its credits are put back on your account.
Payment disputes
If you dispute a payment with your bank or payment method (a chargeback), that payment’s credits are taken off your account once the dispute is decided. Please write to us before you dispute a payment; we can usually solve the problem faster.
- A dispute with a good reason (a payment you don’t recognise, credits that never arrived) costs you nothing.
- After a dispute with no good reason, such as paying yourself and then disputing once the credits arrived, topping up may be closed to your account.
- Paying with someone else’s card or payment method without their permission is not allowed. If such a payment is refunded or taken back through a dispute, its credits are taken back and the account they went to may lose the use of the store.
- You can appeal these decisions by writing to us; a member of staff will look at it.