Our refund and cancellation policy lasts 30 days. If 30 days have passed since your purchase, we can’t usually offer you a full refund, however, please contact us to discuss your requirements.

To be eligible for cancellation, your ordered work must not have already been carried out. If the work has been completed, and an aspect of the work does not meet the sales specifications a refund may be granted.

Some payment methods may not clear instantly, for example:

Clients who pay via Sofort: Sofort is a single-use, delayed notification payment method that requires customers to authenticate their payment. It redirects them to their bank’s portal to authenticate the payment, and it typically takes 2 to 14 days to receive notification of success or failure. Read more about Sofort payments here.

Projects/Orders will not commence until payments have fully cleared and or authorization is passed.

If your project has a deadline that is fast approaching, in order to prevent delays, use a payment method which clears instantly, i.e Credit or Debit Card, please also make as aware of any deadline prior to your order.

Payments are handled securely using SSL by our provider.

Several types of services are exempt from being refunded.

Non-returnable/refundable items:

  • Gift cards
  • Downloadable software products
  • Digital services where the work has been assigned to a developer and or already completed

There are certain situations where only partial refunds are granted

How to dispute a payment?

To dispute a payment please open a support ticket.

Money-Back Guarantee

We offer a 30-day money-back guarantee on all deliverable products and on a number of service purchases

  • Orders already allocated to a developer can only be refunded if the hours were not completed within the advised timeline.


Upon making a refund, or cancellation request, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Digital services cannot be refunded if the work has already been assigned to a developer.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Sale items

Only regular priced items may be refunded. Fivemroleplay.com may however grant refunds for sale items where possible.


Exchanges are unlikely however you may contact us to find out where we can help.


If the item was marked as a gift when purchased and sent directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order sent to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Something else?

Contact us at [email protected] for questions related to refunds and returns.