Support Policy

1. Scope

1.1 This Support Policy governs the terms under which FujiCraft ("we," "us") provides customer and player support services. Support is offered exclusively through our designated email address: fujicraftmc@gmail.com (the "Support Channel").

1.2 We do not provide support through third-party platforms including but not limited to Discord direct messages, social media, in-game chat, or forums. Requests submitted through unofficial channels will not be processed and do not constitute a valid support submission.

2. Support Availability

2.1 Support is provided on a best-efforts basis. We do not guarantee response times, and no service level agreement ("SLA") exists unless separately contracted in writing.

2.2 Typical response time is three (3) to seven (7) business days, though this may vary during periods of high volume, holidays, or following major server events.

2.3 Complex issues — including chargeback disputes, ban appeals requiring extensive review, and refund investigations — may require additional time.

3. Eligible Support Requests

3.1 The Support Channel is available for the following categories of inquiry:

• Purchase issues: Items, ranks, or subscriptions not delivered following a confirmed payment;
• Subscription management: Cancellation requests, billing inquiries, and renewal disputes;
• Refund requests: Submitted and evaluated in accordance with our Refund Policy;
• Account-linked issues: Disputes regarding the association of purchases with a Minecraft username or email address;
• Ban appeals: Formal appeals of moderation decisions, subject to our Terms of Service;
• Data subject requests: Requests relating to personal data under applicable privacy law;
• General technical issues directly attributable to our services.

3.2 We do not provide support for disputes arising from Minecraft client-side issues, third-party modifications, or Mojang platform outages; requests seeking refunds or concessions outside the scope of our Refund Policy; or abusive, threatening, or bad-faith communications.

4. Submission Requirements

4.1 To process your request efficiently, all support submissions must include:

• Your Minecraft username as it appears in-game;
• The email address used at the time of purchase (if transaction-related);
• The approximate date and time of the relevant event or transaction;
• A clear and concise description of the issue;
• For delivery issues: the order ID or Stripe PaymentIntent ID, if available;
• For ban appeals: the username subject to the ban and a factual account of the circumstances.

4.2 Incomplete submissions may result in delayed or no response. We reserve the right to close tickets that remain materially incomplete after one (1) follow-up request.

5. Subscription Cancellation via Email

5.1 Recurring subscriptions may be cancelled by submitting a cancellation request to the Support Channel from the email address associated with the subscription.

5.2 To verify identity and authorise the cancellation, we will issue an email verification token to the address on file. The cancellation will not be processed until the verification step is completed.

5.3 Cancellation requests are processed within five (5) business days of verification. Cancellation takes effect at the end of the current billing cycle unless immediate termination is requested, which is subject to our Refund Policy.

5.4 Cancellation does not automatically entitle the subscriber to a prorated refund. See our Refund Policy for applicable terms.

6. Prohibited Conduct

6.1 The following conduct is expressly prohibited and may result in permanent suspension of support access, revocation of in-game entitlements, and referral to appropriate authorities:

• Submitting fraudulent claims regarding non-receipt of goods that have been confirmed as delivered;
• Misrepresenting transaction details, identities, or circumstances;
• Filing or threatening to file chargebacks as a means of obtaining goods without payment ("friendly fraud");
• Submitting multiple support tickets for the same issue in bad faith ("ticket spamming");
• Threatening, harassing, or using abusive language toward support staff;
• Providing false information in connection with a ban appeal.

6.2 We maintain records of support interactions. Fraudulent or abusive submissions may be used as evidence in chargeback responses to Stripe and financial institutions.

7. Decisions and Finality

7.1 Support decisions, including refund determinations and ban appeal outcomes, are made at our sole discretion. We are not obligated to provide reasons for every decision.

7.2 Refund decisions made following good-faith review are final and not subject to further appeal unless materially new evidence is presented within fourteen (14) days of the original decision.

7.3 Ban appeal decisions are final once a final determination has been communicated. We do not re-open appeals absent extraordinary circumstances.

8. Data Handling in Support

8.1 Support correspondence is stored securely and retained for three (3) years from the date of the final reply in each ticket.

8.2 Support data is used exclusively for resolving the submitted issue, detecting abuse patterns, and fulfilling our obligations under applicable privacy law. We do not share support correspondence with third parties except as required by law or as necessary to resolve a chargeback dispute.

9. Limitation of Support Obligations

9.1 Nothing in this Policy creates a warranty or guarantee of any outcome. We provide support services on a voluntary, good-faith basis as a courtesy to our users. Our provision of support does not create any additional liability beyond that set forth in our Terms of Service.