Legal
Written in-house, not yet reviewed by a solicitor. These are the terms that apply to purchases today.

Refunds

This page sets out when we refund, and what a refund or a chargeback does to a system. Your 14-day right to cancel is a separate matter and is set out in Cancellation & Cooling-Off.

Purchases made before 28 October 2026 were sold by Red Kite 9 Ltd, and the terms that applied at the time still apply to them.

Refunds we make automatically

  • Two people pay for the same coordinate at the same moment. One of them gets it. The other is refunded in full and sent an email.
  • The same happens with a vanity URL: if someone else's payment for the name completed first, we cancel your subscription and refund the payment.

One-off purchases

A coordinate, an upgrade, a gift, a memorial and the other one-off purchases are digital content. Once you have agreed at checkout that it is supplied immediately and acknowledged that you lose your right to cancel, and it has been supplied, the law gives you no refund for changing your mind.

Beyond that, we run a goodwill window. If you write to us within 14 days of buying a system, and you have not edited it, we will consider refunding it. Edited means any saved change to the system: its name, planets, links or palette. This is at our discretion and is decided case by case. It is not a legal right, and it takes nothing away from the rights you do have.

There is no refund button. For a purchase sold through Onelink, ask Onelink support. Onelink asks us about each request and we answer within 48 hours. Onelink applies its own refund policy and can refund a payment within 60 days even where this page would not. For any other purchase, write to us at support@charteduniverse.space.

What a refund does to a system

  • A full refund of a coordinate reverts the system. The screen falls back to plain generated space, your name, colours and links stop being shown, and the system is no longer yours.
  • A full refund of an upgrade removes that upgrade only. The system stays yours.
  • A partial refund changes nothing on the system.
  • A memorial refunded before it has become permanently protected is reverted in the same way. Once it is permanently protected it is never reverted.
  • A refund of a "Name a Star" gift or a vanity URL changes nothing automatically. We make the change by hand.

A refund goes back to the payment method you used. We do not refund to a different card or account.

Vanity URLs

A vanity URL is a service. If you cancel it within 14 days of buying it, you pay only a pro-rata amount for the days you used and we refund the rest.

After the 14 days you can still stop a subscription at any time. It keeps working until the end of the period you have already paid for, and then it ends. We do not refund the rest of that period.

If a renewal payment for a vanity URL fails, the name keeps working for a 30-day grace period and is then released.

Chargebacks

A chargeback is when you ask your bank or card provider to reverse a payment instead of asking us. When a chargeback on a coordinate, an upgrade or a memorial is decided against us, the same thing happens to the system as with a full refund. While the chargeback is open, nothing changes.

If the chargeback is withdrawn or decided in our favour, the system stays as it is.

If something has gone wrong with a purchase, write to us first.

If what we supplied is faulty

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for its purpose and as described. If it is not, you are entitled to a repair or a replacement, and if that is not possible, to a reduction in the price. For the vanity URL service, your remedies are to have the service performed again or, if that is not possible, a price reduction. These rights sit alongside everything else on this page. They cannot be waived, the box you tick at checkout does not affect them, and nothing on this page claims otherwise.

A limit on spending

As a guard against card fraud, we limit how much one account can spend in an hour. A checkout over the limit is refused before any payment is taken, so there is nothing to refund.

How to ask

For a purchase sold through Onelink, questions about the payment, the receipt or a refund go to Onelink support. For any other purchase (including anything bought before we switched), and for questions about your system, its links, gifts or vanity URLs, write to us at support@charteduniverse.space.

Tell us the email address on the account, what you bought and when.