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Refund & Cancellation Policy

Effective Date: February 17, 2026

RabbitHole sells purely digital services (room boosts, subscriptions, flairs, name colors, glow effects, and similar items). Because these benefits are delivered instantly, sales are generally final. This policy is part of our Terms of Service.

1. Scope of This Policy

  1. Applies to purchases made through the RabbitHole app or website, including historical Stripe purchases.
  2. Covers premium subscriptions, consumable boosts, cosmetic upgrades, and other digital perks sold by RabbitHole.
  3. Does not cover goods or services sold by community Room Owners or third parties.

2. Digital Items (Flairs, Name Colors, Glows, Boosts, Tokens)

  1. Final Sale: Once a digital item is delivered to your account it is non-refundable and non-transferable.
  2. Delivery Issues: If an item fails to appear despite successful payment, contact [email protected] within 48 hours with your transaction ID
    so we can deliver the item or issue a refund.
  3. Account Standing: Items tied to accounts suspended for violating the Terms are forfeited without refund.

3. Prepaid Membership Passes

  1. One-Time Payments: New membership passes are prepaid purchases through PayPal. They do not renew automatically and do not create an automatic-payment agreement.
  2. Activation and Pausing: A pass is added to inventory after payment is confirmed. Its 30, 90 or 365 days begin on activation. Manage activation, pausing and gifting in the app.
  3. Purchase History: Open My Account → Purchases & membership passes for payment history. Contact support for help with a purchase or a historical Stripe billing agreement.
  4. No Prorated Refunds: We do not issue partial refunds for unused days after cancellation, except where required by law.
  5. Charge Disputes: Contact us before opening a chargeback. Unauthorized chargebacks may result in suspended access until resolved.

4. Chargebacks, Fraud, and Abuse

  1. We investigate chargebacks and may review the paid benefits associated with a disputed purchase. A dispute does not authorize a new automatic charge.
  2. Fraudulent purchases (including stolen payment instruments) will be reversed and reported to payment networks or law enforcement.

5. Statutory Rights & Exceptions

Some jurisdictions provide mandatory refund or cooling-off rights. Where required, we honor those rights once you provide proof of residence. Certain digital services may be exempt once delivery begins; purchasing grants consent to immediate delivery.

6. How to Request Help

  1. Review this policy to confirm eligibility.
  2. Email [email protected] with your username, purchase date, item name, and PayPal or historical Stripe receipt or transaction ID.
  3. We typically respond within 3 business days; additional verification may be required.

7. Contact

Email [email protected] for billing support.

Last Updated: February 17, 2026