Requesting help
Open a ticket through RaftSMP support. Tell us your order number, player name, Minecraft edition, payment method, purchase date and what went wrong. Include a payment reference if requested through the official support process.
Never send card numbers, CVV codes, payment passwords, one-time bank codes or your private receipt token in a public channel. We do not need those details to investigate an order.
Orders we can investigate
- A duplicate charge for the same intended purchase.
- A confirmed payment with missing, incorrect or unusable benefits.
- A payment you did not authorise.
- A recurring charge after an effective cancellation.
- A purchase affected by a material description or pricing error.
We review the order and provider records and work with you on a correction, delivery or refund as appropriate. An awaiting-delivery message is not a reason to submit another payment.
Withdrawal and consumer rights
Any withdrawal, cancellation, refund or remedy rights that apply where you live remain available. For qualifying EU/EEA distance purchases, a 14-day withdrawal right generally applies, subject to the legal rules for the specific service or digital content.
This website does not treat a payment, a monthly-renewal checkbox or ordinary use of the store as a blanket waiver of withdrawal rights. Any lawful exception for early performance of digital content requires the applicable conditions to be met; we do not assume those conditions have been met here.
If a purchase is faulty, not delivered or not as described, statutory remedies may apply independently of a withdrawal period. Contact support even if a general cooling-off period has ended.
Subscription cancellation
Stopping renewal and requesting a refund are different actions. Use Stop renewal on your receipt page to stop future monthly billing, or contact support for help. The already-paid period remains recorded. If you also seek a refund for a previous payment, say so in your request.
How refunds are returned
Approved refunds are returned through the original payment provider to the original payment method where supported. Provider and bank processing times can vary. We cannot promise an instant bank credit or redirect a refund to a different person’s card.
Any adjustment to virtual benefits after a refund must correspond to the refunded purchase and respect applicable rights. We do not promise a refund to resolve an order and then charge you again without your authorisation.
Unauthorised payments and disputes
If you suspect your payment method was used without permission, contact your provider promptly as well as RaftSMP support. You remain free to use your provider’s dispute process. We may need provider confirmation to avoid issuing the same refund twice.